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

Desmet, Pierre; Rolland, Sylvie (2006), Perceived quality in a multi-channel environment : Impact of website visits on perceived in-storequality, in Bowen, David, 9th International Research Seminar in Service Management, la Londe Les Maures, IAE : Aix en Provence

Type
Communication / Conférence
External document link
http://halshs.archives-ouvertes.fr/halshs-00143032/en/
Date
2006
Conference title
9th international research seminar in service management
Conference date
2006-05
Conference city
La-Londe-Les- Maures
Conference country
France
Book title
9th International Research Seminar in Service Management, la Londe Les Maures
Book author
Bowen, David
Publisher
IAE
Published in
Aix en Provence
Number of pages
28
Metadata
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Author(s)
Desmet, Pierre
Rolland, Sylvie
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.
Subjects / Keywords
perceived quality; e-commerce; Multi-channel management
JEL
M30 - General

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