How customer experience incongruence affects omnichannel customer retention : the moderating role of channel characteristics
Year of publication: |
2021
|
---|---|
Authors: | Gao, Wei ; Li, Wenqian ; Fan, Hua ; Jia, Xingping |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 60.2021, p. 1-9
|
Subject: | Channel convenience | Channel seamlessness | Channel transparency | Customer experience incongruence | Omnichannel | Beziehungsmarketing | Relationship marketing | Vertriebsweg | Distribution channel | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Multikanalvertrieb | Multichannel strategy |
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