Name
Title | ||
|---|---|---|
Role of channel integration on the service quality, satisfaction, and repurchase intention in a multi-channel online-cum-mobile retail environment |
Abstract | ||
|---|---|---|
AbstractRetaining consumers is critical for multi-channel retailers. This study identifies the factors that influence consumer repurchase intention in an online-cum-mobile retail context by focusing on the impacts of channel integration on consumer self-regulatory processes. The research model was empirically tested on the data collected from 317 consumers of a famous e-retailer in China. The results indicate that channel integration has strong and positive effects on service quality perceptions in both online and mobile environments, which further influence transaction-specific satisfaction and cumulative satisfaction. In addition, transaction-specific satisfaction has a positive influence on cumulative satisfaction, and both of them in turn positively affect repurchase intention. Theoretical and practical implications of these findings are discussed. |
Year | DOI | Venue |
|---|---|---|
2017 | 10.1504/IJMC.2017.080574 | Periodicals |
Keywords | Field | DocType |
channel integration, multi-channel retailing, repurchase intention, satisfaction, service quality | Customer satisfaction,Service quality,Computer science,Communication channel,Multi channel,Perception,Marketing | Journal |
Volume | Issue | ISSN |
15 | 1 | 1470-949X |
Citations | PageRank | References |
2 | 0.39 | 14 |
Authors | ||
4 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Shuqing Yang | 1 | 2 | 0.39 |
| Yaobin Lu | 2 | 1036 | 34.08 |
| Patrick Y. K. Chau | 3 | 3332 | 184.30 |
| Sumeet Gupta | 4 | 1106 | 57.47 |