TY - JOUR
T1 - Multi-Channel Service Retailing: The Effects of Channel Performance Satisfaction on Behavioral Intentions
AU - van Birgelen, M.J.H.
AU - de Jong, A.
AU - de Ruyter, J.C.
PY - 2006/1/1
Y1 - 2006/1/1
N2 - The number of channels that retailers can use interchangeably to provide customer service has increased. We report on a study of clients of a large retail bank that investigates the channel performance satisfaction–behavioral intentions relationship when the traditional service channel (i.e., branch office) is extended with technology-mediated channels (i.e., internet banking and telephone banking). For routine services, our findings suggest that behavioral intentions are most strongly influenced by satisfaction with office-related performance factors. For nonroutine services, satisfaction with service employee performance is the most significant driver of intentions. Our analysis also reveals interaction effects between traditional and technology-mediated channel performance satisfaction levels. These effects vary across service types, indicating contingencies in channel substitution and complementarity.
AB - The number of channels that retailers can use interchangeably to provide customer service has increased. We report on a study of clients of a large retail bank that investigates the channel performance satisfaction–behavioral intentions relationship when the traditional service channel (i.e., branch office) is extended with technology-mediated channels (i.e., internet banking and telephone banking). For routine services, our findings suggest that behavioral intentions are most strongly influenced by satisfaction with office-related performance factors. For nonroutine services, satisfaction with service employee performance is the most significant driver of intentions. Our analysis also reveals interaction effects between traditional and technology-mediated channel performance satisfaction levels. These effects vary across service types, indicating contingencies in channel substitution and complementarity.
U2 - 10.1016/j.jretai.2006.08.010
DO - 10.1016/j.jretai.2006.08.010
M3 - Article
SN - 0022-4359
VL - 82
SP - 367
EP - 377
JO - Journal of Retailing
JF - Journal of Retailing
IS - 4
ER -