Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

Anne Marianne Seek; Jean Philippe

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Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

机译：多渠道分布环境中的服务遭遇：虚拟和面对面的互动以及消费者满意度

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This article studies service quality and customer satisfaction in a context of multichannel service distribution. The objective is to identify quality factors influencing the overall satisfaction of a multi-channel customer. A quantitative study was conducted among 445 customers mainly targeted on users of the traditional physical channel and online channel of a French retail bank. Using structural equation models with AMOS, the results show that perceived service quality in the virtual channel, perceived service quality in the traditional channel, and multi-channel integration quality have a positive influence on the overall satisfaction of the multi-channel customer.

机译：本文在多渠道服务分配的背景下研究服务质量和客户满意度。目的是确定影响多渠道客户总体满意度的质量因素。对445个客户进行了定量研究，主要针对法国零售银行的传统实体渠道和在线渠道的用户。使用具有AMOS的结构方程模型，结果表明，虚拟渠道中的感知服务质量，传统渠道中的感知服务质量以及多渠道集成质量对多渠道客户的整体满意度产生积极影响。

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来源
《The Service industries journal》 |2013年第6期|565-579|共15页
作者
Anne Marianne Seek; Jean Philippe;
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作者单位

Faculty of Economics, CERGAM-MI, Paul Cezanne University of Aix-Marseille, Aix-en-Provence,France;

Faculty of Economics, CERGAM-MI, Paul Cezanne University of Aix-Marseille, Aix-en-Provence,France;

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原文格式 PDF
正文语种 eng
中图分类
关键词
multi-channel; distribution; quality; satisfaction;

机译：多渠道分配;质量;满足;

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Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction

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