IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-030-70324-0_1.html
   My bibliography  Save this book chapter

The Key Drivers of Perceived Omnichannel Service Quality in Fashion

In: The Art of Digital Marketing for Fashion and Luxury Brands

Author

Listed:
  • Elena Patten

    (Macromedia University of Applied Sciences)

Abstract

The complexity of the customer journey has increased tremendously in the context of e-commerce because customers use various touchpoints at different channels when interacting with a retailer. In omnichannel retailing, a combination of different retail channels along the various customer touchpoints has become the predominant purchasing pattern for customers. The “research shopper phenomenon” describes a common tendency among customers to use one channel to search and another to purchase. This chapter will, therefore, aim to investigate the concept of integration in omnichannel retailing by considering the different elements of the retail mix. Furthermore, it will elaborate the key drivers of perceived omnichannel service quality. This chapter presents an omnichannel customer typology of four different types of fashion customers.

Suggested Citation

  • Elena Patten, 2021. "The Key Drivers of Perceived Omnichannel Service Quality in Fashion," Springer Books, in: Wilson Ozuem & Silvia Ranfagni (ed.), The Art of Digital Marketing for Fashion and Luxury Brands, edition 1, chapter 0, pages 3-30, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-70324-0_1
    DOI: 10.1007/978-3-030-70324-0_1
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-030-70324-0_1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.