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Assessing customers' perceived value of the online channel of multichannel retailers: A two country examination
journal contribution
posted on 2023-05-18, 19:33 authored by Carlson, J, O'Cass, A, Ahrholdt, DGiven the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailer’s requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty.
History
Publication title
Journal of Retailing and Consumer ServicesVolume
27Pagination
90-102ISSN
0969-6989Department/School
TSBEPublisher
Pergamon PressPlace of publication
United KingdomRights statement
Copyright 2015 ElsevierRepository Status
- Restricted