The impacts of e-service quality on customer behaviour in multi-channel e-services
A large number of e-services are multi-channel (MC), combining the Internet with other channels of service delivery, such as the phone and physical facilities. As a result, online customers frequently engage in MC behaviour. Existing research examining the impact of quality on behavioural intentions...
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| Formato: | article |
| Idioma: | eng |
| Publicado em: |
2013
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| Texto completo: | http://hdl.handle.net/10400.14/10531 |
| País: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/10531 |