Designing satisfying service encounters : website versus store touchpoints
Ruth N. Bolton, Anders Gustafsson, Crina O. Tarasi, Lars Witell
| Year of publication: |
2022
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|---|---|
| Authors: | Bolton, Ruth N. ; Gustafsson, Anders ; Tarasi, Crina O. ; Witell, Lars |
| Published in: |
Journal of the Academy of Marketing Science. - Dordrecht : Springer Netherlands, ISSN 1552-7824, ZDB-ID 2067360-7. - Vol. 50.2022, 1, p. 85-107
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| Subject: | Service | Strategy | Encounters | Relationship | Retailing | Satisfaction | Experience | Touchpoints | Multichannel | Context | Kundenzufriedenheit | Customer satisfaction | Einzelhandel | Retail trade | Beziehungsmarketing | Relationship marketing | Website | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Online-Handel | Online retailing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsmanagement | Service management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-021-00808-9 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012819742