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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| Formato: | article |
| Idioma: | eng |
| Publicado em: |
2011
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| Texto completo: | http://hdl.handle.net/10400.14/5313 |
| País: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/5313 |