How customer experience incongruence affects omnichannel customer retention : the moderating role of channel characteristics
Wei Gao, Wenqian Li, Hua Fan, Xingping Jia
| Year of publication: |
2021
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|---|---|
| Authors: | Gao, Wei ; Li, Wenqian ; Fan, Hua ; Jia, Xingping |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 60.2021, p. 1-9
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| Subject: | Channel convenience | Channel seamlessness | Channel transparency | Customer experience incongruence | Omnichannel | Vertriebsweg | Distribution channel | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Multikanalvertrieb | Multichannel strategy | Marketingmanagement | Marketing management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2021.102487 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012502708