The DOI matches its Crossref record; 47 of the 47 references it cites were found in a registry or an index.
Service Quality in Multichannel Services Employing Virtual Channels
Abstract
Services employing virtual channels of delivery such as the Internet are typically multichannel. Service quality research in traditional services and, more recently, in e-services tends to take a single-channel perspective. This article argues that a multichannel setting introduces a set of complexities that call for a broader conceptualization of service quality, recognizing that customer experience is formed across all moments of contact with the firm through several channels. Building on existing research, the article develops a framework for conceptualizing multichannel service quality, distinguishing between virtual, physical, and integration quality. Integration quality is identified as a key new service quality component. The framework also addresses how the three components of service quality are delivered by the different parts of the service delivery system and identifies the associated challenges for providing good levels of service quality. A number of research and managerial implications as well as future research needs are put forward.
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Cited by
Customer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
Self-citationInvestigating the effects of smart technology on customer dynamics and customer experience
Foroudi, P., Gupta, S., Sivarajah, U., & Broderick, A. (2018) · Computers in Human Behavior · doi:10.1016/j.chb.2017.11.014 · Cited by 286
Engaging consumers on new integrated multichannel retail settings: Challenges for retailers
Pantano, E., & Viassone, M. (2015) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2015.04.003 · Cited by 279
Improving service quality through customer journey analysis
Halvorsrud, R., Kvale, K., & Følstad, A. (2016) · Journal of Service Theory and Practice · doi:10.1108/jstp-05-2015-0111 · Cited by 267
Metadata
- Authors
- Sousa, R., & Voss, C. A.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2006-05
- Volume
- 8
- Issue
- 4
- Pages
- 356-371
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2095743576
- Cited by
- 441
- References
- 47
- FWCI
- 24.34
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
