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Purpose: The purpose of this study is to explore the impact of omni-channel capability (OCC) and consumer empowerment (CE) on customer satisfaction (CS). Design/methodology/approach: A paper-based questionnaire was employed to analyse the role of CE in omni-channel retailing (OCR) by using...
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Purpose: This paper introduces the term “omni-channel capability” and tests its validity. The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on omni-channel capability. Design/methodology/approach: An online survey was used to evaluate the new concept...
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