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.
van Birgelen, M. J. H., de Jong, A., & de Ruyter, J. C. (2006). Multi-Channel Service Retailing: The Effects of Channel Performance Satisfaction on Behavioral Intentions. Journal of Retailing, 82(4), 367-377. https://doi.org/10.1016/j.jretai.2006.08.010