B Development of Hypotheses

Jochen Binder

A chapter in Online Channel Integration, 2014, pp 45-64 from Springer

Abstract: Abstract In a multichannel context, customers are very likely to be experienced and proficient in multiple channels. They choose between different channels depending on situational factors and their specific preferences in each stage of the purchase process. Each purchase channel excels in specific characteristics that make it especially suitable for certain purchase situations and product categories. Especially customers who use multiple channel formats combine the different channels according to their needs arising from a certain purchase task and their situational preferences (Montoya-Weiss et al. 2003). Thus, previous research suggests that customer service satisfaction is inherently different across online and offline channels, but not necessarily always lower online (Shankar et al. 2003).

Keywords: Service Quality; Purchase Intention; Customer Loyalty; Online Shop; Online Store (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-658-04573-9_2

Ordering information: This item can be ordered from
http://www.springer.com/9783658045739

DOI: 10.1007/978-3-658-04573-9_2

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().