Xie, Chaohong; Gong, Yeming; Xu, Xianhao; Chiang, Chung-Yean - In: Journal of Enterprise Information Management 36 (2023) 4, pp. 1105-1134
Purpose This study investigates the impacts of return channel type on the relationships between return service quality (RSQ) and customer loyalty (CL) in an omnichannel retailing environment. Design/methodology/approach Data comes from Chinese customers having a return experience in omnichannel...