Assessing customers' perceived value of the online channel of multichannel retailers: a two country examination

Title: Assessing customers' perceived value of the online channel of multichannel retailers: a two country examination
Creator: Carlson, Jamie; O'Cass, Aron; Ahrholdt, Dennis
Relation: Journal of Retailing and Consumer Services Vol. 27, Issue November 2015, p. 90-102
Publisher Link: http://dx.doi.org/10.1016/j.jretconser.2015.07.008
Publisher: Elsevier
Resource Type: journal article
Date: 2015
Description: Given the constant and often dramatic technological advancements that facilitate retailing, especially online channel adoption by industry and customers, research focusing on customers perceived value of the online channel of multi-channel retailer’s requires conceptual and empirical elaboration. This study advances understanding of customer perceived online channel value and how customer perceptions of value effect online channel satisfaction and online channel loyalty. Using data from a multi-country study, we provide a deeper understanding for multi-channel retailers of how to balance investments in various value drivers to enhance online channel satisfaction and customer loyalty.
Subject: customer perceived value; online channel; mutli-channel retail; satisfaction; loyalty; mutli-country research
Identifier: http://hdl.handle.net/1959.13/1315082
Identifier: uon:22890
Identifier: ISSN:0969-6989
Language: eng
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