Haluatko kuulla lisää palveluistamme? Ota yhteyttä, niin Finn<strong>chat</strong>in asiantunti<strong>ja</strong> on sinuun yhteydessä puhelimitse. Voit myös soittaa suoraan meille: Eetu Lahti Partner, Sales +358 400 169 251 eetu.lahti@finn<strong>chat</strong>.com Tuure Kinnunen Business Development Manager +358 50 415 2990 tuure.kinnunen@finn<strong>chat</strong>.com 20 / 25 FINNCHAT – Verkkokaupan myyntityötä asiakkaan ehdoilla
Lähdeluettelo Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68(4), 172–185. Song, J. H., & Zinkhan, G. M. (2008). Determinants of Perceived Web Site Interactivity. Journal of Marketing, 72(March), 99–113. Williams, P., & Naumann, E. (2011). Customer satisfaction and business performance: a firm-level analysis. Journal of Services Marketing, 25(1), 20–32. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. Liu, Y. (2003). Developing a Scale to Measure the Interactivity of Websites. Journal of Advertising Research, 43(3), 207–216. doi:10.1017/ S0021849903030204 McMillan, S. J., & Hwang, J.-S. (2002). Measures of perceived interactivity - An exploration of the role of direction of communication, user control, and time in shaping perceptions of interactivity. Journal of Advertising, 31(3), 29–42. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(February), 1–21. Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, 81(December), 46–54. Selnes, F., & Hansen, H. (2001). The Potential Hazard of Self-Service in Developing Customer Loyalty. Journal of Service Research, 4(2), 79–90. 21 / 25 FINNCHAT – Verkkokaupan myyntityötä asiakkaan ehdoilla