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Investigating the dynamics of service attributes in multi-channel environments

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  • Cassab, Harold

Abstract

Previous research has shown that customer evaluations of attributes in existing product and service categories are dynamic. In this study, we use a response surface model based on a conjoint analysis of service profiles in the context of mobile phone service to examine the dynamics of multi-channel service attributes and their influence on customers’ intention to renew a service agreement. Our results provide insights for the design of a service that may not be what customers have experienced in the past and demonstrate the qualities of a set of multi-channel service attributes that have not been included in previous studies.

Suggested Citation

  • Cassab, Harold, 2009. "Investigating the dynamics of service attributes in multi-channel environments," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 25-30.
    • Handle: RePEc:eee:joreco:v:16:y:2009:i:1:p:25-30
    DOI: 10.1016/j.jretconser.2008.08.001
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    References listed on IDEAS

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    1. Louviere,Jordan J. & Hensher,David A. & Swait,Joffre D. With contributions by-Name:Adamowicz,Wiktor, 2000. "Stated Choice Methods," Cambridge Books, Cambridge University Press, number 9780521788304.
    2. Kay Chuan Tan & Min Xie & Xiao-Xiang Shen, 1999. "Development Of Innovative Products Using Kano'S Model And Quality Function Deployment," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 3(03), pages 271-286.
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    Cited by:

    1. Quach, Thu Nguyen & Thaichon, Paramaporn & Jebarajakirthy, Charles, 2016. "Internet service providers' service quality and its effect on customer loyalty of different usage patterns," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 104-113.
    2. Kowoon Kim & Hong-Youl Ha, 2023. "Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector," Sustainability, MDPI, vol. 15(14), pages 1-16, July.

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