Investigating the dynamics of service attributes in multi-channel environments

Harold Cassab

Journal of Retailing and Consumer Services, 2009, vol. 16, issue 1, 25-30

Abstract: Previous research has shown that customer evaluations of attributes in existing product and service categories are dynamic. In this study, we use a response surface model based on a conjoint analysis of service profiles in the context of mobile phone service to examine the dynamics of multi-channel service attributes and their influence on customers’ intention to renew a service agreement. Our results provide insights for the design of a service that may not be what customers have experienced in the past and demonstrate the qualities of a set of multi-channel service attributes that have not been included in previous studies.

Keywords: Service design; Service quality; Multi-channel (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:16:y:2009:i:1:p:25-30

DOI: 10.1016/j.jretconser.2008.08.001

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