Service-Channel Fit Conceptualization and Instrument Development

Volume: 59, Issue: 2, Pages: 97 - 110
Published: Jan 27, 2016
Abstract
Electronically mediated self-service technologies in the banking industry have impacted the way banks service consumers. Despite a large body of research on electronic banking channels, no study has been undertaken to empirically explore the fit between electronic banking channels and banking services. To address this gap, we developed and validated a service-channel fit conceptualization and an associated survey instrument. We applied a mixed...
Paper Details
Title
Service-Channel Fit Conceptualization and Instrument Development
Published Date
Jan 27, 2016
Volume
59
Issue
2
Pages
97 - 110
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