Multichannel Service Relationships

Name: Multichannel Service Relationships
Brand: VDM Verlag
SKU: 9783639254242
Price: 79.45 EUR
Availability: InStock

Toward an Integrated Model

Автор: Byron Keating

Език:

Корици: С меки корици

Издател: VDM Verlag

Наличност: Външен склад

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79.45 € 155.39 лв

The emergence of multichannel service delivery has important implications for the management of serv...

Информация за книгата

Автор

Byron Keating

Език

Английски език

Корици

Книга - С меки корици

Издадена

2010

страници

308

EAN

9783639254242

ISBN

3639254244

Enbook ID

06832890

Издател

VDM Verlag

Теглоt

492

Размери

157 x 231 x 20

Пълно описание

The emergence of multichannel service delivery has important implications for the management of service relationships. The research presented in this book probes the nature of multichannel service relationships by examining how the drivers of good service and customer loyalty vary between the online and offline channels. The research confirms that customer-relationship management theory is well supported in both the online and offline contexts, providing general support for a 'chain of impact' in which effective service will enhance the quality of the firm-customer relationship, and thereby increase loyalty perceptions of a customer. The research does, however, reveal some interesting insights into how the service delivery channel influences the interpretation of, and interplay between, the key constructs of service quality, relationship quality, and customer loyalty.

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Multichannel Service Relationships

Toward an Integrated Model

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Пълно описание

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