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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. 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.
    2. 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.
    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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    Cited by:

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    2. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
    3. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Measuring and managing service productivity: a meta-analysis," Review of Managerial Science, Springer, vol. 18(3), pages 739-775, March.
    4. Singh, Kuldeep & Chatterjee, Sheshadri & Mariani, Marcello & Wamba, Samuel Fosso, 2025. "Cybersecurity resilience and innovation ecosystems for sustainable business excellence: Examining the dramatic changes in the macroeconomic business environment," Technovation, Elsevier, vol. 143(C).
    5. Nourhen Sallemi & Ghazi Zouari, 2023. "The effect of CEO characteristics on Takaful performance," International Journal of Disclosure and Governance, Palgrave Macmillan, vol. 20(1), pages 70-82, March.
    6. 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.
    7. 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.
    8. 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.
    9. 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.

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