Assessing use is very important for organizations selling and using customer services system in Internet environments. Based on a conceptual model, this paper is to empirically study individuals’ assessments of a new customer services system in Internet environment. The model has three phases; pre-use, test and use. In relation to the three phases, the concepts of value and quality are discussed. The main contribution of this paper is the understanding of the difference between the concepts of value and quality being illustrated in the conceptual model. Customers’ assessment of value and quality could have implications for companies developing new customer services system in Internet environments.
Zhou, Chuan-hua and Zhao, Bao-hua, "Assessing of a New Customer Services System’s Use in Internet Environment" (2005). ICEB 2005 Proceedings. 142.