Minding the competition: The drivers for multichannel service quality in fashion retailing

Elena Patten, Wilson Ozuem, Kerry Howell and Geoff Lancaster

Journal of Retailing and Consumer Services, 2020, vol. 53, issue C

Abstract: Consumer purchasing behaviour has changed substantially in the light of recent developments in E-Commerce. So-called ‘multichannel customers’ tend to switch retail channels during the purchasing process. In order to address changing consumer behaviours, multichannel fashion retailing companies must continue to learn how to provide excellent service to such customers. Drawing on expectation confirmation theory, this paper investigates drivers for service quality from the perspective of multichannel fashion customers.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:53:y:2020:i:c:s0969698919311555

DOI: 10.1016/j.jretconser.2019.101974

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