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Cooperating for service excellence in multichannel service systems: An empirical assessment

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  • Wiertz, Caroline
  • de Ruyter, Ko
  • Keen, Cherie
  • Streukens, Sandra

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  • Wiertz, Caroline & de Ruyter, Ko & Keen, Cherie & Streukens, Sandra, 2004. "Cooperating for service excellence in multichannel service systems: An empirical assessment," Journal of Business Research, Elsevier, vol. 57(4), pages 424-436, April.
    • Handle: RePEc:eee:jbrese:v:57:y:2004:i:4:p:424-436
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    References listed on IDEAS

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    1. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    2. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
    3. P. M. Bentler & Chih-Ping Chou, 1987. "Practical Issues in Structural Modeling," Sociological Methods & Research, , vol. 16(1), pages 78-117, August.
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    1. Pantano, Eleonora & Viassone, Milena, 2015. "Engaging consumers on new integrated multichannel retail settings: Challenges for retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 106-114.
    2. Bikram Jit Singh Mann & Sunpreet Kaur Sahni, 2011. "Inter-Relationship of Web Site Interactivity and Customer Outcomes," Global Business Review, International Management Institute, vol. 12(1), pages 99-115, February.
    3. Leonidou, Leonidas C. & Palihawadana, Dayananda & Chari, Simos & Leonidou, Constantinos N., 2011. "Drivers and outcomes of importer adaptation in international buyer-seller relationships," Journal of World Business, Elsevier, vol. 46(4), pages 527-543, October.
    4. Verhagen, T., 2008. "Investigating the impact of C2C electronic marketplace quality on trust," Serie Research Memoranda 0008, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    5. Barwitz, Niklas, 2020. "The relevance of interaction choice: Customer preferences and willingness to pay," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).

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