Investigating key antecedents of customer satisfaction in b2b information service firms

Vikas Kumar; Archana Kumari; Ximing Ruan; Jose Arturo Garza-Reyes; Supalak Akkaranggoon

doi:10.1007/978-3-662-45526-5_30

Investigating key antecedents of customer satisfaction in b2b information service firms

Vikas Kumar^*, Archana Kumari, Ximing Ruan, Jose Arturo Garza-Reyes, Supalak Akkaranggoon

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Citation (Scopus)

Original language	English
Title of host publication	Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings
Editors	Hongxiu Li, Matti Mäntymäki, Xianfeng Zhang
Publisher	Springer New York LLC
Pages	327-337
Number of pages	11
ISBN (Electronic)	9783662455258
DOIs	https://doi.org/10.1007/978-3-662-45526-5_30
Publication status	Published (VoR) - 2014
Event	13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014 - Sanya, China Duration: 28 Nov 2014 → 30 Nov 2014

Publication series

Name	IFIP Advances in Information and Communication Technology
Volume	445
ISSN (Print)	1868-4238
ISSN (Electronic)	1868-422X

Conference

Conference	13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014
Country/Territory	China
City	Sanya
Period	28/11/14 → 30/11/14

Keywords

B2B
Corporate image
Customer satisfaction
E-government
FSQ
Information services
Service management e-business
TSQ

Access to Document

10.1007/978-3-662-45526-5_30

Cite this

Kumar, V., Kumari, A., Ruan, X., Garza-Reyes, J. A., & Akkaranggoon, S. (2014). Investigating key antecedents of customer satisfaction in b2b information service firms. In H. Li, M. Mäntymäki, & X. Zhang (Eds.), Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings (pp. 327-337). (IFIP Advances in Information and Communication Technology; Vol. 445). Springer New York LLC. https://doi.org/10.1007/978-3-662-45526-5_30

Kumar, Vikas ; Kumari, Archana ; Ruan, Ximing et al. / Investigating key antecedents of customer satisfaction in b2b information service firms. Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings. editor / Hongxiu Li ; Matti Mäntymäki ; Xianfeng Zhang. Springer New York LLC, 2014. pp. 327-337 (IFIP Advances in Information and Communication Technology).

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title = "Investigating key antecedents of customer satisfaction in b2b information service firms",

keywords = "B2B, Corporate image, Customer satisfaction, E-government, FSQ, Information services, Service management e-business, TSQ",

author = "Vikas Kumar and Archana Kumari and Ximing Ruan and Garza-Reyes, \{Jose Arturo\} and Supalak Akkaranggoon",

note = "Publisher Copyright: {\textcopyright} IFIP International Federation for Information Processing 2014.; 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014 ; Conference date: 28-11-2014 Through 30-11-2014",

year = "2014",

doi = "10.1007/978-3-662-45526-5\_30",

language = "English",

series = "IFIP Advances in Information and Communication Technology",

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pages = "327--337",

editor = "Hongxiu Li and Matti M{\"a}ntym{\"a}ki and Xianfeng Zhang",

booktitle = "Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings",

}

Kumar, V, Kumari, A, Ruan, X, Garza-Reyes, JA & Akkaranggoon, S 2014, Investigating key antecedents of customer satisfaction in b2b information service firms. in H Li, M Mäntymäki & X Zhang (eds), Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings. IFIP Advances in Information and Communication Technology, vol. 445, Springer New York LLC, pp. 327-337, 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Sanya, China, 28/11/14. https://doi.org/10.1007/978-3-662-45526-5_30

Investigating key antecedents of customer satisfaction in b2b information service firms. / Kumar, Vikas; Kumari, Archana; Ruan, Ximing et al.
Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings. ed. / Hongxiu Li; Matti Mäntymäki; Xianfeng Zhang. Springer New York LLC, 2014. p. 327-337 (IFIP Advances in Information and Communication Technology; Vol. 445).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Kumar, Vikas

AU - Kumari, Archana

AU - Ruan, Ximing

AU - Garza-Reyes, Jose Arturo

AU - Akkaranggoon, Supalak

N1 - Publisher Copyright: © IFIP International Federation for Information Processing 2014.

PY - 2014

Y1 - 2014

KW - B2B

KW - Corporate image

KW - Customer satisfaction

KW - E-government

KW - FSQ

KW - Information services

KW - Service management e-business

KW - TSQ

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DO - 10.1007/978-3-662-45526-5_30

M3 - Conference contribution

AN - SCOPUS:84912058421

T3 - IFIP Advances in Information and Communication Technology

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BT - Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings

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PB - Springer New York LLC

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Kumar V, Kumari A, Ruan X, Garza-Reyes JA, Akkaranggoon S. Investigating key antecedents of customer satisfaction in b2b information service firms. In Li H, Mäntymäki M, Zhang X, editors, Digital Services and Information Intelligence - 13th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2014, Proceedings. Springer New York LLC. 2014. p. 327-337. (IFIP Advances in Information and Communication Technology). doi: 10.1007/978-3-662-45526-5_30

Investigating key antecedents of customer satisfaction in b2b information service firms

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