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Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction
Seck, Anne Marianne; Philippe, Jean - In: The Service Industries Journal 33 (2013) 6, pp. 565-579
This article studies service quality and customer satisfaction in a context of multi-channel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted...
Persistent link: https://www.econbiz.de/10010679922
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Service encounter in multi-channel dirstibution context : virtual and face-to-face interactions and consumer satisfaction
Seck, Anne Marianne; Philippe, Jean - In: The service industries journal 33 (2013) 6, pp. 565-579
Persistent link: https://www.econbiz.de/10009758782
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La qualité de service dans la grande distribution brésilienne : effets sur l'intention d'achat de la marque de distributeur
Diallo, Mbaye Fall; Philippe, Jean; Seck, Anne Marianne - 2014
Persistent link: https://www.econbiz.de/10010370765
Cover Image
Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction
Seck, Anne Marianne; Philippe, Jean - In: The service industries journal 33 (2013) 6, pp. 565-579
Persistent link: https://www.econbiz.de/10010105443