Determinants of online channel use and overall satisfaction with a relational, multichannel service provider
Article Abstract:
A study was conducted to examine the customers' usage of online channel in a relational and multichannel environment. The result revealed that multichannel providers influence online channel use while maintaining or enhancing overall customer satisfaction.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2003
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SERVCON: development and validation of a multidimensional service convenience scale
Article Abstract:
The development of a service convenience scale, to measure customer satisfaction and service quality of services marketing and firms is described.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2007
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Comparison of consumer reactions to price-matching guarantees in internet and bricks-and-mortar retail environments
Article Abstract:
This article examines consumer responses to price-matching guarantees in the retail store and online environments.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2007
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