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Keywords: Multi‐channel services
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Journal Articles
The moderating effect of channel use on the quality‐loyalty relationship in multi‐channel e‐services
Available to Purchase
International Journal of Quality & Reliability Management (2012) 29 (9): 1019–1037.
Published: 05 October 2012
...., 2002). E‐services Multi‐channel services Service quality Loyalty Consumer behaviour Customer services quality Similarly, we define e‐loyalty as customer loyalty towards an e‐service. We consider customer loyalty effects, taking the perspective of Han et al. (2008) , who treat...
