The moderating effect of channel use on the quality-loyalty relationship in multi-channel e-services
Purpose – Services provided through the internet (e-services) are typically offered as part of a broader Multi-Channel (MC) service package, combining these services with services delivered through traditional channels (e.g. phone, physical facilities). Customers of e-services display heterogeneity...
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| Format: | article |
| Language: | eng |
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2013
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| Online Access: | http://hdl.handle.net/10400.14/10543 |
| Country: | Portugal |
| Oai: | oai:repositorio.ucp.pt:10400.14/10543 |