The multichannel customer’s service experience: building satisfaction and trust
Abstract
Multichannel retailers dominate today's retail landscape. Practitioners and researchers are particularly interested in understanding how the multichannel strategy helps establishing and developing relationships with customers. Our find- ings, from 302 customers of multichannel financial services firms, show that frontline employees' customer facilitation behaviors (traditional channel) have a stronger impact on satisfaction than e-psychological...
Paper Details
Title
The multichannel customer’s service experience: building satisfaction and trust
Published Date
Apr 21, 2015
Journal
Volume
10
Issue
2
Pages
423 - 445
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