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    政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 >  Item 140.119/63843


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    题名: The Effect of Channel Quality Inconsistency on the Association between E-Service Quality and Customer Relationships
    作者: Liao, Chien-Hsiang;Yen, Hsiuju Rebecca;Li, Eldon Y.
    廖建翔;嚴秀茹;李有仁
    贡献者: 資管系
    关键词: Channel management;Customer relationship;E-service;Quality inconsistency;Quality management;SERVQUAL;Supply chain management;Taiwan
    日期: 2011-08
    上传时间: 2014-02-14 14:25:26 (UTC+8)
    摘要: Purpose – Based on prior studies, the performance of customer relationships depends highly on the characteristics of the e-service. However, the strength of this association can be impacted when businesses employ multichannel services (e.g. offering online and offline services). With multichannel services, any inconsistency in perceived quality across channels may result in customer distrust toward a service provider. The purpose of this study is to investigate the effect of inconsistent quality on the association between e-service quality and customer relationships in a university context. Design/methodology/approach – This study conducted a web survey and 318 respondents who have both physical and e-service experiences were collected. The inconsistent quality across channels was divided into three groups by k-means clustering approach. Next, the hypothesized associations were analyzed using regression analysis based on three groups. Findings – The results show that inconsistent quality has different impacts on the association between e-service quality and customer relationships across the three groups. Especially in the positive disconfirmation group, the investment in e-services will be in vain because certain e-service sub-constructs lose their impact on customer relationships. Practical implications – The findings of this study provide implications for improving customer relationships under different cross-channel quality inconsistency conditions for managers. Originality/value – This study extends the concept of expectancy disconfirmation theory to the multichannel service context and pioneers the exploration of the moderating effect of cross-channel quality inconsistency in customer relationships, contributing to the understanding of the literature about the impacts of inconsistent quality on customer relationships.
    關聯: Internet Research, 21(4), 458-478
    数据类型: article
    DOI 連結: http://dx.doi.org/10.1108/10662241111158326
    DOI: 10.1108/10662241111158326
    显示于类别:[資訊管理學系] 期刊論文

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