Search Results - subject:"E‐retailing"

The role of listening in e-contact center customer relationship management

Park, JungKun; Chung, Te-Lin (Doreen); Gunn, Frances; … - In: Journal of Services Marketing 29 (2015) 1, pp. 49-58

based on general e-retailing processes, and is not focused on a specific business or sector. The magnitude of the effects of … contribution to understanding the evolving service offerings of multi-channel e-retailing. The study provides support for the …

Persistent link: https://www.econbiz.de/10014905917

An empirical investigation of service recovery in e-retailing : An operations management perspective

Zhang, Min; Dai, Xujing; He, Zhen - In: Journal of Service Theory and Practice 25 (2015) 3, pp. 348-367

Purpose – E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery … operations management perspective of the e-retailing industry in order to investigate the impact of an integrated service … well as market performance are found to be low in the context of e-retailing in China. Originality/value – This research …

Persistent link: https://www.econbiz.de/10014907408

An examination of the online service-profit chain

Bressolles, Grégory; Durrieu, Francois; Deans, Kenneth R - In: International Journal of Retail & Distribution Management 43 (2015) 8, pp. 727-751

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online...

Persistent link: https://www.econbiz.de/10014804872

E-service quality perceptions : an empirical analysis of the Chinese e-retailing industry

Zhang, Min; Huang, Lili; He, Zhen; Wang, Alan G. - In: Total quality management & business excellence : an … 26 (2015) 11/12, pp. 1357-1372

Persistent link: https://www.econbiz.de/10011528320

An examination of the online service-profit chain

Bressolles, Grégory; Durrieu, Francois; Deans, Kenneth R. - In: International journal of retail & distribution management 43 (2015) 8, pp. 727-751

Persistent link: https://www.econbiz.de/10011443498

An empirical investigation of service recovery in e-retailing : an operations management perspective

Zhang, Min; Dai, Xujing; He, Zhen - In: Journal of service theory and practice : JSTP 25 (2015) 3, pp. 348-367

Persistent link: https://www.econbiz.de/10011305994

Re-examining online customer experience to include purchase frequency and perceived risk

Martin, Jillian; Mortimer, Gary; Andrews, Lynda - In: Journal of retailing and consumer services 25 (2015), pp. 81-95

Persistent link: https://www.econbiz.de/10011313597

The role of listening in e-contact center customer relationship management

Park, Jungkun; Chung, Te-Lin Doreen; Gunn, Frances; … - In: The journal of services marketing 29 (2015) 1, pp. 49-58

Persistent link: https://www.econbiz.de/10010531129

How product representation shapes virtual experiences and re-patronage intentions : the role of mental imagery processing and experiential value

Overmars, Suzanne; Poels, Karolien - In: The international review of retail, distribution and … 25 (2015) 3, pp. 236-259

Persistent link: https://www.econbiz.de/10011376915

Responses to customized products : the consumers’ behavioral intentions

Jiang, Pingjun; Balasubramanian, Siva Kumar; Lambert, … - In: The journal of services marketing 29 (2015) 4, pp. 314-326

Persistent link: https://www.econbiz.de/10011406425