A consumerbased view of multichannel service

Purpose Consumers increasingly experience multichannel service and a significant challenge for the service organization is to ensure that the design of the multichannel interface contributes to the service experience and helps to build bonds with customers. The purpose of this paper is to elucidate...

Ausführliche Beschreibung

Bibliographische Detailangaben

Veröffentlicht in:	Journal of service management 2009-03, Vol.20 (1), p.52-75
Hauptverfasser:	Cassab, Harold, MacLachlan, Douglas L.
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer relations Customer service management Customer service quality
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!