Emerald Group Publishing Ltd.;Bedford: Emerald Group Publishing Limited
摘要:
摘要： Purpose - The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction.Design methodology approach - A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model.Findings - The findings indicate that the overall satisfaction in the multichannel environment is a critical determinant of customer retention and participation. The present study also develops the antecedents of multichannel satisfaction. In the multichannel environment, perceived multichannel service quality is positively related to satisfaction, while perceived channel switching difficulty is negatively related to satisfaction.Originality value - The present study employs the stimulus-organism-response (S-O-R) paradigm and the channel loyalty framework to better model customers' response to marketing activities in the multichannel distribution system. 出版者： Bedford: Emerald Group Publishing Limited 出版日期： 2012-05-11 出處： Managing service quality, 2012-05, Vol.22 (3), p.310-335 資源來源： ABI/INFORM Global 版權： Emerald Group Publishing Limited 版權： Copyright Emerald Group Publishing Limited 2012 識別號： ISSN: 0960-4529 識別號： ISSN: 2055-6225 識別號： EISSN: 1758-8030 識別號： EISSN: 2055-6233 識別號： DOI: 10.1108/09604521211231003
