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This document discusses how information technology affects the three stages of service consumption: pre-purchase, service encounter, and post-purchase stages. It analyzes how IKEA successfully uses IT at each stage to enhance customer service quality and satisfaction. Specifically, it discusses how IKEA uses its website to facilitate information search and evaluation in the pre-purchase stage. This allows customers to preview products, prices and get customized advice before visiting stores. In contrast, mo
- Author
- Thủy Trâm
- Language
- EN