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Finding Service Gaps in the Age of e-Commerce
Parasuraman, A.Article ART-2384-EInformation Technologies, Service and Operations ManagementThirty years after developing the well-known SERVQUAL scale, the author revisits the original framework in light of the growing role of technology in service delivery. As more and more people turn to the Internet to purchase goods and services, he and his colleagues have recognized the need to adapt the SERVQUAL framework to the realities of the online experience; specifically, to measure the extent to which a website facilitates efficient and ef...Starting at €8.20
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Voot: Digital Commerce in the World of Connected Screens
Avinash Kapoor; Bandinee PradhanCase IVEY-9B18A051-EMarketing, StrategyIn early 2017, Voot was one of India’s popular video-on-demand (VOD) service providers of movies and television series. By that time, more than 50 million users had installed the application on the Android mobile platform alone. Voot’s parent company, Viacom18 Media Pvt. Ltd. (Viacom 18), was popular for its television channels Rishtey, Colors, MTV, VH1, Nickelodeon, and Comedy Central India. Due to a rise in VOD service providers and a growing n...Starting at €8.20