Original paper
Designing satisfying service encounters: website versus store touchpoints
Volume: 50, Issue: 1, Pages: 85 - 107
Published: Sep 29, 2021
Abstract
This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, Qualities (TCQ) Framework (De Keyser et al., 2020) to integrate a comprehensive model of how touchpoints-websites or stores-influence the magnitude of customer responses to qualities of service encounters. A hierarchical...
Paper Details
Title
Designing satisfying service encounters: website versus store touchpoints
Published Date
Sep 29, 2021
Volume
50
Issue
1
Pages
85 - 107
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