Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

Anne Marianne Seck and Jean Philippe

The Service Industries Journal, 2013, vol. 33, issue 6, 565-579

Abstract: This article studies service quality and customer satisfaction in a context of multi-channel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted on users of the traditional physical channel and online channel of a French retail bank. Using structural equation models with AMOS, the results show that perceived service quality in the virtual channel, perceived service quality in the traditional channel, and multi-channel integration quality have a positive influence on the overall satisfaction of the multi-channel customer.

Date: 2013
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Citations: View citations in EconPapers (17)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:33:y:2013:i:6:p:565-579

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DOI: 10.1080/02642069.2011.622370

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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