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VDM Verlag Multichannel Service Relationships: Toward an Integrated Model

Name: Multichannel Service Relationships: Toward an Integrated Model
Brand: VDM Verlag
Price: 65.99 GBP
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Description

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.

Product Specifications

Brand: VDM Verlag
Format: paperback
ASIN: 3639254244
Category: Books > Subjects > Business, Finance & Law > Economics
Domain: Amazon UK
Release Date: 27 May 2010
Listed Since: 01 June 2010

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VDM Verlag Multichannel Service Relationships: Toward an Integrated Model

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