Carlson, Jamie; O'Cass, Aron - In: Journal of Consumer Marketing 28 (2011) 7, pp. 524-531
Purpose – The paper aims to examine the role of service branding and web site performances in a multi‐channel retail … image congruency of the retail service brand across physical and electronic channels, together with web site performance … perceptions influencing web site attitudes. The effects of web site attitudes on behavioural loyalty are also investigated. Design …