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Perceived quality in a multi-channel environment : Impact of website visits on perceived in-storequality

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Date
2006
Link to item file
http://halshs.archives-ouvertes.fr/halshs-00143032/en/
Dewey
Marketing
Sujet
perceived quality; e-commerce; Multi-channel management
JEL code
M30
Conference name
9th international research seminar in service management
Conference date
05-2006
Conference city
La-Londe-Les- Maures
Conference country
France
Book title
9th International Research Seminar in Service Management, la Londe Les Maures
Author
Bowen, David
Publisher
IAE
Publisher city
Aix en Provence
Year
05-2006
Pages number
28
URI
https://basepub.dauphine.fr/handle/123456789/2096
Collections
  • DRM : Publications
Metadata
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Author
Desmet, Pierre
Rolland, Sylvie
Type
Communication / Conférence
Abstract (EN)
A whole slew of companies have chosen to adopt multi-channel distribution strategies wherein a given customer induced to visit several channels simultaneously to derive the specific advantages that each channel offers at a different stage of the decision-making process. The present article examines the way in which visits to a retail chain's website affects actors' evaluations of perceived in-store quality; and variations in the relative importance of quality's different components. Empirical analysis of a convenience sample of 635 consumers, all customers of one specialist retail chain, reveals that whereas perceived quality levels are not affected by channels' visitor profile, visits to the chain's website do alterthe significance attributed to the various components constituting an in-store service's perceived quality.

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