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Journal Articles

Dimensions of multichannel integration quality (MCIQ), MC task differentiation and MC segment differentiation: effects on the performance of banking omnichannel

Kuan-Thye Chan, Nik Mohd Hazrul Nik Hashim
Journal: International Journal of Quality & Reliability Management
International Journal of Quality & Reliability Management (2026) 43 (2): 539–566.
https://doi.org/10.1108/IJQRM-03-2025-0095
Published: 20 November 2025
... et al., 2018). Kuan-Thye Chan can be contacted at: kuanthye.chan@newera.edu.my 14 03 2025 18 09 2025 08 10 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Multichannel integration quality MCIQ Process...
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Journal Articles

The interplay between multichannel integration quality, service convenience, service experience, multichannel perceived value and e-WoM

John Agyekum Addae, Kwabena Gyasi Boakye, George Oppong Appiagyei Ampong, Hod Anyigba, Mohammed Majeed, Aidatu Abubakari, Kwame Simpe Ofori
Journal: International Journal of Quality & Reliability Management
International Journal of Quality & Reliability Management (2025) 42 (4): 1110–1131.
https://doi.org/10.1108/IJQRM-08-2023-0264
Published: 28 August 2024
...John Agyekum Addae; Kwabena Gyasi Boakye; George Oppong Appiagyei Ampong; Hod Anyigba; Mohammed Majeed; Aidatu Abubakari; Kwame Simpe Ofori Purpose The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience...
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