Online service failure and propensity to suspend offline consumption
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DOI: 10.1080/02642069.2014.886192
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Cited by:
- Ryu, Do-Hyeon & Lim, Chiehyeon & Kim, Kwang-Jae, 2020. "Development of a service blueprint for the online-to-offline integration in service," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
- Lukasz Damurski & Jacek Pluta & Jerzy Ładysz & Magdalena Mayer-Wydra, 2019. "Online or Offline Services for Urban Neighbourhoods?: Conceptualisation of Research Problems," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 8(1), pages 50-67, January.
- Li, Xi & Dahana, Wirawan Dony & Li, Tongmao & Yuan, Jingbo, 2021. "Behavioral changes of multichannel customers: Their persistence and influencing factors," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
- Sohyun Park & Keumsook Lee, 2021. "Examining the Impact of E-Commerce Growth on the Spatial Distribution of Fashion and Beauty Stores in Seoul," Sustainability, MDPI, vol. 13(9), pages 1-20, May.
- Zhu, John Jianjun & Chang, Yung-Chun & Ku, Chih-Hao & Li, Stella Yiyan & Chen, Chi-Jen, 2021. "Online critical review classification in response strategy and service provider rating: Algorithms from heuristic processing, sentiment analysis to deep learning," Journal of Business Research, Elsevier, vol. 129(C), pages 860-877.
- Reis, João & Amorim, Marlene & Melão, Nuno, 2019. "Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry," International Journal of Production Economics, Elsevier, vol. 215(C), pages 24-33.
- Cai, Ya-Jun & Lo, Chris K.Y., 2020. "Omni-channel management in the new retailing era: A systematic review and future research agenda," International Journal of Production Economics, Elsevier, vol. 229(C).
- Lukasz Damurski, 2021. "How to Include Omnichannel Services in Land-Use Policy?: E-Planning Holds the Key," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 10(3), pages 70-85, July.
- Azemi, Yllka & Ozuem, Wilson & Howell, Kerry E. & Lancaster, Geoff, 2019. "An exploration into the practice of online service failure and recovery strategies in the Balkans," Journal of Business Research, Elsevier, vol. 94(C), pages 420-431.
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