Multichannel service retailing : examining the moderating effect of customer characteristics on the relationship between channel performance satisfaction and behavioural intention
The advent of multiple channel strategies motivate service providers, especially banks, to link their traditional existing channels (i.e., the service provider’s employees) to more innovative channels such as the Internet; in an attempt to increase profitability by retaining their existing customers...
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University of Leeds
2013
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.605416 |