I recently read an article in the World Applied Sciences Journal called “The Impact of Online Customer Experience (OCE) on Service Quality in Malaysia”.  The authors, Mehrdad Salehi, Meysam, Salimi, and Ahasanul Haque, touch on a hot topic and provide some quantitative findings around the issue.  The idea is that today online product communities are an integral element of web-based strategies for many corporations.  Traditional customer experience assessments....

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