Service quality in multichannel services employing virtual channels

Services employing virtual channels of delivery such as the Internet are typically multichannel. Service quality research in traditional services and, more recently, in e-services tends to take a single-channel perspective. This article argues that a multichannel setting introduces a set of complexi...

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Bibliographic Details
Main Author: Sousa, Rui (author)
Other Authors: Voss, Christopher A. (author)
Format: article
Language:eng
Published: 2011
Subjects:
Multichannel;
Service quality
E-services
Internet
E-commerce
Online Access:http://hdl.handle.net/10400.14/5313
Country:Portugal
Oai:oai:repositorio.ucp.pt:10400.14/5313

Internet

http://hdl.handle.net/10400.14/5313

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