Multichannel Service Relationships

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Januar 2014



The emergence of multichannel service delivery has important implications for the management of service relationships. The research presented in this book probes the nature of multichannel service relationships by examining how the drivers of good service and customer loyalty vary between the online and offline channels. The research confirms that customer-relationship management theory is well supported in both the online and offline contexts, providing general support for a 'chain of impact' in which effective service will enhance the quality of the firm-customer relationship, and thereby increase loyalty perceptions of a customer. The research does, however, reveal some interesting insights into how the service delivery channel influences the interpretation of, and interplay between, the key constructs of service quality, relationship quality, and customer loyalty.


Dr. Byron Keating is an Associate Professor of Service Management at the University of Canberra, Australia. Building on almost two decades of industry experience, Dr Keating's research focuses on the nexus between service consumption, service operations and technology.
EAN: 9783639254242
ISBN: 3639254244
Untertitel: Toward an Integrated Model. Paperback. Sprache: Englisch.
Verlag: VDM Verlag Dr. Müller e.K.
Erscheinungsdatum: Januar 2014
Seitenanzahl: 308 Seiten
Format: kartoniert
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