Skip to main content
main-content
Top

Hint

Swipe to navigate through the chapters of this book

Published in:
Cover of the book

2021 | OriginalPaper | Chapter

1. The Key Drivers of Perceived Omnichannel Service Quality in Fashion

share
SHARE

Abstract

The complexity of the customer journey has increased tremendously in the context of e-commerce because customers use various touchpoints at different channels when interacting with a retailer. In omnichannel retailing, a combination of different retail channels along the various customer touchpoints has become the predominant purchasing pattern for customers. The “research shopper phenomenon” describes a common tendency among customers to use one channel to search and another to purchase. This chapter will, therefore, aim to investigate the concept of integration in omnichannel retailing by considering the different elements of the retail mix. Furthermore, it will elaborate the key drivers of perceived omnichannel service quality. This chapter presents an omnichannel customer typology of four different types of fashion customers.
Literature
go back to reference Agatz, N., Fleischmann, M., & Van Nunen, J. (2008). E-fulfilment and multichannel distribution—A review. European Journal of Operational Research, 187(2), 339–356. CrossRef Agatz, N., Fleischmann, M., & Van Nunen, J. (2008). E-fulfilment and multichannel distribution—A review. European Journal of Operational Research, 187(2), 339–356. CrossRef
go back to reference Alexander, B., & Cano, M. (2020). Store of the future: Towards a (re)invention and (re)imagination of physical store space in an omnichannel context. Journal of Retailing and Consumer Services, 55, 1–12. CrossRef Alexander, B., & Cano, M. (2020). Store of the future: Towards a (re)invention and (re)imagination of physical store space in an omnichannel context. Journal of Retailing and Consumer Services, 55, 1–12. CrossRef
go back to reference Badrinarayanan, V., Becerra, E., & Madhavaram, S. (2014). Influence of congruity in store-attribute dimensions and self-image on purchase intentions in online stores of multichannel retailers. Journal of Retailing and Consumer Services, 21, 1013–1020. CrossRef Badrinarayanan, V., Becerra, E., & Madhavaram, S. (2014). Influence of congruity in store-attribute dimensions and self-image on purchase intentions in online stores of multichannel retailers. Journal of Retailing and Consumer Services, 21, 1013–1020. CrossRef
go back to reference Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328–339. CrossRef Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328–339. CrossRef
go back to reference Banerjee, M. (2014). Misalignment and its influence on integration quality in multichannel services. Journal of Service Research, 17(4), 460–474. CrossRef Banerjee, M. (2014). Misalignment and its influence on integration quality in multichannel services. Journal of Service Research, 17(4), 460–474. CrossRef
go back to reference Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in multi-, cross-, and omni-channel for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170–178. CrossRef Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in multi-, cross-, and omni-channel for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170–178. CrossRef
go back to reference Berman, B. (1996). Marketing channels. New York: John Wiley & Sons. Berman, B. (1996). Marketing channels. New York: John Wiley & Sons.
go back to reference Berman, B., & Thelen, S. (2004). A guide to developing and managing a well-integrated multi-channel retail strategy. International Journal of Retail & Distribution Management, 32(3), 147–156. CrossRef Berman, B., & Thelen, S. (2004). A guide to developing and managing a well-integrated multi-channel retail strategy. International Journal of Retail & Distribution Management, 32(3), 147–156. CrossRef
go back to reference Berry, L., Bolton, R., Bridges, C., Meyer, J., Parasuraman, A., & Seiders, K. (2010). Opportunities for innovation in the delivery of interactive retail services. Journal of Interactive Marketing, 24(2), 155–167. CrossRef Berry, L., Bolton, R., Bridges, C., Meyer, J., Parasuraman, A., & Seiders, K. (2010). Opportunities for innovation in the delivery of interactive retail services. Journal of Interactive Marketing, 24(2), 155–167. CrossRef
go back to reference Bertrandie, L., & Zielke, S. (2019). The influence of multichannel pricing strategy on price fairness and customer confusion. The International Review of Retail, Distribution and Consumer Research, 29(5), 504–517. CrossRef Bertrandie, L., & Zielke, S. (2019). The influence of multichannel pricing strategy on price fairness and customer confusion. The International Review of Retail, Distribution and Consumer Research, 29(5), 504–517. CrossRef
go back to reference Bishop Gagliano, K., & Hathcote, J. (1994). Customer expectations and perceptions of service quality in retail apparel specialty stores. Journal of Services Marketing, 8(1), 60–69. CrossRef Bishop Gagliano, K., & Hathcote, J. (1994). Customer expectations and perceptions of service quality in retail apparel specialty stores. Journal of Services Marketing, 8(1), 60–69. CrossRef
go back to reference Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 72–94). London: Sage. CrossRef Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall satisfaction versus quality. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New directions in theory and practice (pp. 72–94). London: Sage. CrossRef
go back to reference Bolton, R., & Drew, J. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17, 375–384. CrossRef Bolton, R., & Drew, J. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17, 375–384. CrossRef
go back to reference Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7–27. CrossRef Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7–27. CrossRef
go back to reference Bressolles, G., Durrieu, F., & Senecal, S. (2014). A consumer typology based on e-service quality and e-satisfaction. Journal of Retailing and Consumer Services, 21, 889–896. CrossRef Bressolles, G., Durrieu, F., & Senecal, S. (2014). A consumer typology based on e-service quality and e-satisfaction. Journal of Retailing and Consumer Services, 21, 889–896. CrossRef
go back to reference Breugelmans, E., & Campo, K. (2016). Cross-channel effects of price promotions: An empirical analysis of the multi-channel grocery retail sector. Journal of Retailing, 92(3), 333–351. CrossRef Breugelmans, E., & Campo, K. (2016). Cross-channel effects of price promotions: An empirical analysis of the multi-channel grocery retail sector. Journal of Retailing, 92(3), 333–351. CrossRef
go back to reference Brynjolfsson, E., Hu, Y. J., & Rahman, M. S. (2013). Competing in the age of omnichannel retailing. MIT Sloan Management Review, 54(4), 23–29. Brynjolfsson, E., Hu, Y. J., & Rahman, M. S. (2013). Competing in the age of omnichannel retailing. MIT Sloan Management Review, 54(4), 23–29.
go back to reference Cai, S., & Jun, M. (2003). Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers. Managing Service Quality, 13(6), 504–519. CrossRef Cai, S., & Jun, M. (2003). Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers. Managing Service Quality, 13(6), 504–519. CrossRef
go back to reference Carr, C. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness. Decision Science, 38(1), 107–130. CrossRef Carr, C. (2007). The FAIRSERV model: Consumer reactions to services based on a multidimensional evaluation of service fairness. Decision Science, 38(1), 107–130. CrossRef
go back to reference Chiu, H.-C., Hsieh, Y. C., Roan, J., Tseng, K.-J., & Hsieh, J.-K. (2011). The challenge for multichannel services: cross-channel free-riding behavior. Electronic Commerce Research and Applications, 10, 268–277. CrossRef Chiu, H.-C., Hsieh, Y. C., Roan, J., Tseng, K.-J., & Hsieh, J.-K. (2011). The challenge for multichannel services: cross-channel free-riding behavior. Electronic Commerce Research and Applications, 10, 268–277. CrossRef
go back to reference Cox, J., & Dale, B. G. (2001). Service quality and e-commerce: an explanatory analysis. Managing Service Quality, 11(2), 121–131. CrossRef Cox, J., & Dale, B. G. (2001). Service quality and e-commerce: an explanatory analysis. Managing Service Quality, 11(2), 121–131. CrossRef
go back to reference Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality: measurement validity and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340. CrossRef Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality: measurement validity and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340. CrossRef
go back to reference Cronin, J., Brady, M., & Hult, G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. CrossRef Cronin, J., Brady, M., & Hult, G. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. CrossRef
go back to reference Cronin, J., & Taylor, S. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. CrossRef Cronin, J., & Taylor, S. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. CrossRef
go back to reference Dabholkar, P., Thorpe, D., & Rentz, J. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16. CrossRef Dabholkar, P., Thorpe, D., & Rentz, J. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16. CrossRef
go back to reference Emrich, O., Paul, M., & Rudolph, T. (2015). Shopping benefits of multichannel assortment integration and the moderating role of retailer type. Journal of Retailing, 91(2), 326–342. CrossRef Emrich, O., Paul, M., & Rudolph, T. (2015). Shopping benefits of multichannel assortment integration and the moderating role of retailer type. Journal of Retailing, 91(2), 326–342. CrossRef
go back to reference Emrich, O., & Verhoef, C. P. (2015). The impact of a homogenous versus a prototypical web design on online retail patronage for multichannel providers. International Journal of Research in Marketing, 32, 363–374. CrossRef Emrich, O., & Verhoef, C. P. (2015). The impact of a homogenous versus a prototypical web design on online retail patronage for multichannel providers. International Journal of Research in Marketing, 32, 363–374. CrossRef
go back to reference Fassnacht, M., & Köse, I. (2007). Consequences of web-based service quality: Uncovering a multi-faceted chain of effects. Journal of Interactive Marketing, 21(3), 35–54. CrossRef Fassnacht, M., & Köse, I. (2007). Consequences of web-based service quality: Uncovering a multi-faceted chain of effects. Journal of Interactive Marketing, 21(3), 35–54. CrossRef
go back to reference Festinger, L. (1957). A theory of cognitive dissonance. New York: Harper & Row. Festinger, L. (1957). A theory of cognitive dissonance. New York: Harper & Row.
go back to reference Goersch, D. (2002). Multi-Channel integration and its implications for retail web sites. Paper presented at the The 10th European Conference on Information Systems, Gdansk. Goersch, D. (2002). Multi-Channel integration and its implications for retail web sites. Paper presented at the The 10th European Conference on Information Systems, Gdansk.
go back to reference Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. CrossRef Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. CrossRef
go back to reference Guba, E. G., & Lincoln, Y. (Eds.). (1994). Paradigmatic controversies, contradictions, and emerging confluences. Thousand Oaks: Sage. Guba, E. G., & Lincoln, Y. (Eds.). (1994). Paradigmatic controversies, contradictions, and emerging confluences. Thousand Oaks: Sage.
go back to reference Gummerus, J., Liljander, V., Pura, M., & Van Riel, A. (2004). Customer loyalty to content-based web sites: The case of an online health-care service. Journal of Services Marketing, 18(3), 175–186. CrossRef Gummerus, J., Liljander, V., Pura, M., & Van Riel, A. (2004). Customer loyalty to content-based web sites: The case of an online health-care service. Journal of Services Marketing, 18(3), 175–186. CrossRef
go back to reference Heitz-Spahn, S. (2013). Cross-channel free-riding consumer behavior in a multichannel environment: an investigation of shopping motives, sociodemographics and product categories. Journal of Retailing and Consumer Services, 20(6), 570–578. CrossRef Heitz-Spahn, S. (2013). Cross-channel free-riding consumer behavior in a multichannel environment: an investigation of shopping motives, sociodemographics and product categories. Journal of Retailing and Consumer Services, 20(6), 570–578. CrossRef
go back to reference Hu, M., Kumar, R., & Sumit, C. (2014). Best pratices in strategic multichannel fulfillment. Ivey Business Journal, Mar/Apr, 2014, 1–6. Hu, M., Kumar, R., & Sumit, C. (2014). Best pratices in strategic multichannel fulfillment. Ivey Business Journal, Mar/Apr, 2014, 1–6.
go back to reference Huan, L., Lobschat, L., & Verhoef, P. (2019). Multichannel retailing: A review and research agenda. Foundations and Trends in Marketing, 12(1), 1–79. Huan, L., Lobschat, L., & Verhoef, P. (2019). Multichannel retailing: A review and research agenda. Foundations and Trends in Marketing, 12(1), 1–79.
go back to reference Hult, G., Tomas, M., & Zhang, Y. (2019). Antecedents and consequences of customer satisfaction: do they differ across online and offline purchases? Journal of Retailing, 95(1), 10–23. CrossRef Hult, G., Tomas, M., & Zhang, Y. (2019). Antecedents and consequences of customer satisfaction: do they differ across online and offline purchases? Journal of Retailing, 95(1), 10–23. CrossRef
go back to reference Kaynama, S., Black, C., & Keesling, G. (2000). Impact of the internet on internal service quality factors: the travel industry case. The Journal of Applied Business Research, 19(135–146). Kaynama, S., Black, C., & Keesling, G. (2000). Impact of the internet on internal service quality factors: the travel industry case. The Journal of Applied Business Research, 19(135–146).
go back to reference Kim, S., & Stoel, L. (2004). Apparel retailers: Website quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11(2), 109–117. CrossRef Kim, S., & Stoel, L. (2004). Apparel retailers: Website quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11(2), 109–117. CrossRef
go back to reference Kireyev, P., Kumar, V., & Ofek, E. (2015). Match your own price? Self-matching as a multichannel retailer`s pricing strategy. Watertown: Harvard Business Review. Kireyev, P., Kumar, V., & Ofek, E. (2015). Match your own price? Self-matching as a multichannel retailer`s pricing strategy. Watertown: Harvard Business Review.
go back to reference Kushwaha, T., & Shankar, V. (2013). Are multichannel customers really more valuable? The moderating role of product category characteristics. Journal of Marketing, 77(3), 67–85. CrossRef Kushwaha, T., & Shankar, V. (2013). Are multichannel customers really more valuable? The moderating role of product category characteristics. Journal of Marketing, 77(3), 67–85. CrossRef
go back to reference Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17, 464–477. CrossRef Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17, 464–477. CrossRef
go back to reference Lang, G., & Bressolles, G. (2013). Economic performance and customer expectation in e-fulfillment systems: A multichannel retailer perspective. Supply Chain Forum, 14(1), 16–27. CrossRef Lang, G., & Bressolles, G. (2013). Economic performance and customer expectation in e-fulfillment systems: A multichannel retailer perspective. Supply Chain Forum, 14(1), 16–27. CrossRef
go back to reference Lee, Z., Chan, T., Chong, A., & Thadani, D. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90–101. CrossRef Lee, Z., Chan, T., Chong, A., & Thadani, D. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90–101. CrossRef
go back to reference Li, Y., Liu, H., Lim, E., Goh, J., Yang, F., & Lee, M. (2018). Customer’s reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems, 109, 50–60. CrossRef Li, Y., Liu, H., Lim, E., Goh, J., Yang, F., & Lee, M. (2018). Customer’s reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems, 109, 50–60. CrossRef
go back to reference Loiacono, E., Watson, R., & Goodhue, D. (2002). WEBQUAL: A measure of website quality. Journal of Marketing, 60(2), 432–438. Loiacono, E., Watson, R., & Goodhue, D. (2002). WEBQUAL: A measure of website quality. Journal of Marketing, 60(2), 432–438.
go back to reference Lorenzo-Romero, C., Andrés-Martinez, M., & Mondéjar-Jiménez, J. (2020). Omnichannel in the fashion industry: A qualitative analysis from a supply-side perspective. Heliyon, 6, 1–10. CrossRef Lorenzo-Romero, C., Andrés-Martinez, M., & Mondéjar-Jiménez, J. (2020). Omnichannel in the fashion industry: A qualitative analysis from a supply-side perspective. Heliyon, 6, 1–10. CrossRef
go back to reference Mantrala, M., Levy, M., Kahn, B., Fox, E., Gaidarev, P., Dankworth, B., et al. (2009). Why is assortment planning so difficult for retailers? A framework and research agenda. Journal of Retailing, 85(1), 71–83. CrossRef Mantrala, M., Levy, M., Kahn, B., Fox, E., Gaidarev, P., Dankworth, B., et al. (2009). Why is assortment planning so difficult for retailers? A framework and research agenda. Journal of Retailing, 85(1), 71–83. CrossRef
go back to reference Martinez, J., & Martinez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1), 29–42. CrossRef Martinez, J., & Martinez, L. (2010). Some insights on conceptualizing and measuring service quality. Journal of Retailing and Consumer Services, 17(1), 29–42. CrossRef
go back to reference Melis, K., Campo, K., & Breugelmans, L. (2015). The impact of the multuchannel retail mix on online store choice: Does online experience matter? Journal of Retailing, 91(272–288). Melis, K., Campo, K., & Breugelmans, L. (2015). The impact of the multuchannel retail mix on online store choice: Does online experience matter? Journal of Retailing, 91(272–288).
go back to reference Neslin, S., Grewal, D., Leghorn, R., Shankar, V., Teerlin, M., Thomas, J., et al. (2006). Challenges and opportunities in multichannel customer management. Journal of Service Research, 9(2), 95–112. CrossRef Neslin, S., Grewal, D., Leghorn, R., Shankar, V., Teerlin, M., Thomas, J., et al. (2006). Challenges and opportunities in multichannel customer management. Journal of Service Research, 9(2), 95–112. CrossRef
go back to reference Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. CrossRef Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. CrossRef
go back to reference Ozuem, W., Howell, K. E., & Lancaster, G. (2008). Communicating in the new interactive marketspace. European Journal of Marketing, 42(9/10), 1059–1083. CrossRef Ozuem, W., Howell, K. E., & Lancaster, G. (2008). Communicating in the new interactive marketspace. European Journal of Marketing, 42(9/10), 1059–1083. CrossRef
go back to reference Ozuem, W., Patel, A., Howell, K. E., & Lancaster, G. (2017). An exploration of customers’ response to online service recovery initiatives. International Journal of Market Research, 59(1), 97–116. Ozuem, W., Patel, A., Howell, K. E., & Lancaster, G. (2017). An exploration of customers’ response to online service recovery initiatives. International Journal of Market Research, 59(1), 97–116.
go back to reference Ozuem, W., Thomas, T., & Lancaster, G. (2016). The influence of customer loyalty on small island economies: an empirical and exploratory study. Journal of Strategic Marketing, 24(6), 447–469. CrossRef Ozuem, W., Thomas, T., & Lancaster, G. (2016). The influence of customer loyalty on small island economies: an empirical and exploratory study. Journal of Strategic Marketing, 24(6), 447–469. CrossRef
go back to reference Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
go back to reference Parasuraman, A., Zeithaml, V., & Malhorta, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. CrossRef Parasuraman, A., Zeithaml, V., & Malhorta, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. CrossRef
go back to reference Patten, E. (2017). Conceptualizing service quality in multichannel fashion retailing (PhD), University of Gloucestershire, Cheltenham. Patten, E. (2017). Conceptualizing service quality in multichannel fashion retailing (PhD), University of Gloucestershire, Cheltenham.
go back to reference Patten, E. (2019). Customer typology in German omni-channel fashion retailing. In W. Ozuem, E. Patten, & Y. Azemi (Eds.), Harnessing Omni-channel marketing strategies for fashion and luxury brands. Boca Raton, FL, USA: Brown Walker Press. Patten, E. (2019). Customer typology in German omni-channel fashion retailing. In W. Ozuem, E. Patten, & Y. Azemi (Eds.), Harnessing Omni-channel marketing strategies for fashion and luxury brands. Boca Raton, FL, USA: Brown Walker Press.
go back to reference Pelton, L., Strutton, D., & Lumpkin, J. (2002). Marketing channels—A relationship management approach (2nd ed.). Chicago: Irwin/McGraw-Hill. Pelton, L., Strutton, D., & Lumpkin, J. (2002). Marketing channels—A relationship management approach (2nd ed.). Chicago: Irwin/McGraw-Hill.
go back to reference Rezaei, S., & Valaei, N. (2017). Branding in a multichannel retail environment: Online stores vs app stores and the effect of product type. Information Technology & People, 30(4), 853–886. CrossRef Rezaei, S., & Valaei, N. (2017). Branding in a multichannel retail environment: Online stores vs app stores and the effect of product type. Information Technology & People, 30(4), 853–886. CrossRef
go back to reference Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233–246. CrossRef Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233–246. CrossRef
go back to reference Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students (5th ed., vol. 5). Harlow: Pearson. Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students (5th ed., vol. 5). Harlow: Pearson.
go back to reference Seck, A. (2013). The issue of multichannel integration, a key challenge for service firms in a context of multichannel services distribution. International Business Research, 6(2), 160–169. Seck, A. (2013). The issue of multichannel integration, a key challenge for service firms in a context of multichannel services distribution. International Business Research, 6(2), 160–169.
go back to reference Seck, A., & Philippe, J. (2013). Service encounter in multi-channel distribution context: Virtual and face-to-face interactions and consumer satisfaction. The Service Industries Journal, 33(6), 565–579. CrossRef Seck, A., & Philippe, J. (2013). Service encounter in multi-channel distribution context: Virtual and face-to-face interactions and consumer satisfaction. The Service Industries Journal, 33(6), 565–579. CrossRef
go back to reference Shankar, V. (2011). Innovations in shopper marketing: Current insights and future research issues. Journal of Retailing, 87(1), 29–43. CrossRef Shankar, V. (2011). Innovations in shopper marketing: Current insights and future research issues. Journal of Retailing, 87(1), 29–43. CrossRef
go back to reference Sherif, M., & Hovland, C. I. (1961). Social judgment: Assimilation and contrast effects in communication and attitude change. New Haven: Yale University Press. Sherif, M., & Hovland, C. I. (1961). Social judgment: Assimilation and contrast effects in communication and attitude change. New Haven: Yale University Press.
go back to reference Sousa, R., & Voss, C. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356–371. CrossRef Sousa, R., & Voss, C. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356–371. CrossRef
go back to reference Sousa, R., & Voss, C. (2012). The impacts of e-service quality on customer behavior in multi-channel services. Total Quality Management & Business Excellence, 23(7), 769–787. Sousa, R., & Voss, C. (2012). The impacts of e-service quality on customer behavior in multi-channel services. Total Quality Management & Business Excellence, 23(7), 769–787.
go back to reference Spreng, R., & Mackoy, R. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201–214. CrossRef Spreng, R., & Mackoy, R. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201–214. CrossRef
go back to reference Stone, G. (1954). City shoppers and urban identifications. Observation on the psychology of city life. American Journal of Sociology, 60(1), 36–45. Stone, G. (1954). City shoppers and urban identifications. Observation on the psychology of city life. American Journal of Sociology, 60(1), 36–45.
go back to reference Swaid, S., & Wigand, R. (2012). The effective of perceived site-to-store service quality on perceived value and loyalty intentions in multichannel retailing. International Journal of Management, 29(3), 301–313. Swaid, S., & Wigand, R. (2012). The effective of perceived site-to-store service quality on perceived value and loyalty intentions in multichannel retailing. International Journal of Management, 29(3), 301–313.
go back to reference Teas, K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57, 18–34. Teas, K. (1993). Expectations, performance evaluation, and consumers’ perceptions of quality. Journal of Marketing, 57, 18–34.
go back to reference Thang, D., & Tan, B. (2003). Linking consumer perception to preference of retail stores: An empirical assessment of the multi-attributes of store image. Journal of Retailing and Consumer Services, 10, 193–200. CrossRef Thang, D., & Tan, B. (2003). Linking consumer perception to preference of retail stores: An empirical assessment of the multi-attributes of store image. Journal of Retailing and Consumer Services, 10, 193–200. CrossRef
go back to reference Van Birgelen, M., De Jong, A., & Ruyter, K. (2006). Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions. Journal of Retailing, 82(4), 367–377. CrossRef Van Birgelen, M., De Jong, A., & Ruyter, K. (2006). Multi-channel service retailing: The effects of channel performance satisfaction on behavioral intentions. Journal of Retailing, 82(4), 367–377. CrossRef
go back to reference Verhoef, P., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174–181. CrossRef Verhoef, P., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174–181. CrossRef
go back to reference Verhoef, P., Neslin, S., & Vroomen, B. (2007). Multichannel customer management: Understanding the research shopper phenomenon. International Journal of Research in Marketing, 24(2), 129–148. CrossRef Verhoef, P., Neslin, S., & Vroomen, B. (2007). Multichannel customer management: Understanding the research shopper phenomenon. International Journal of Research in Marketing, 24(2), 129–148. CrossRef
go back to reference Vogel, J., & Paul, M. (2015). One firm, one product, two prices: Channel-based price differentiation and customer retention. Journal of Retailing and Consumer Services, 27, 126–139. CrossRef Vogel, J., & Paul, M. (2015). One firm, one product, two prices: Channel-based price differentiation and customer retention. Journal of Retailing and Consumer Services, 27, 126–139. CrossRef
go back to reference Westbrook, R. A., & Black, W. C. (1985). A motivation-based shopper typology. Journal of Retailing, 61(1), 78–103. Westbrook, R. A., & Black, W. C. (1985). A motivation-based shopper typology. Journal of Retailing, 61(1), 78–103.
go back to reference Wolfinbarger, M., & Gilly, M. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. CrossRef Wolfinbarger, M., & Gilly, M. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. CrossRef
go back to reference Wolk, A., & Ebling, C. (2010). Multichannel price differentiation: an empirical investigation of existence and causes. International Journal of Research in Marketing, 27(2), 142–150. CrossRef Wolk, A., & Ebling, C. (2010). Multichannel price differentiation: an empirical investigation of existence and causes. International Journal of Research in Marketing, 27(2), 142–150. CrossRef
go back to reference Xing, Y., & Grant, D. (2006). Developing a framework for measuring physical distribution service quality of multichannel and ‘pure player’ Internet retailers. International Journal of Retail & Distribution Management, 34(4), 278–289. CrossRef Xing, Y., & Grant, D. (2006). Developing a framework for measuring physical distribution service quality of multichannel and ‘pure player’ Internet retailers. International Journal of Retail & Distribution Management, 34(4), 278–289. CrossRef
go back to reference Xing, Y., Grant, D., McKinnon, A., & Fernie, J. (2010). Physical distribution service quality in online retailing. International Journal of Physical Distribution and Logistics Management, 40(5), 415–432. CrossRef Xing, Y., Grant, D., McKinnon, A., & Fernie, J. (2010). Physical distribution service quality in online retailing. International Journal of Physical Distribution and Logistics Management, 40(5), 415–432. CrossRef
go back to reference Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. CrossRef Zeithaml, V. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. CrossRef
go back to reference Zeithaml, V. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. CrossRef Zeithaml, V. (2000). Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85. CrossRef
go back to reference Zeithaml, V., & Berry, L. (1990). Delivering quality service. New York: Free Press. Zeithaml, V., & Berry, L. (1990). Delivering quality service. New York: Free Press.
go back to reference Zeithaml, V., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academic Marketing Science, 30(4), 362–375. CrossRef Zeithaml, V., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academic Marketing Science, 30(4), 362–375. CrossRef
go back to reference Zhang, J., Farris, P., Irvin, J., Kushwaha, T., Steenburgh, T., & Weitz, B. (2010). Crafting integrated multichannel retailing strategies. Journal of Interactive Marketing, 24(2), 168–180. CrossRef Zhang, J., Farris, P., Irvin, J., Kushwaha, T., Steenburgh, T., & Weitz, B. (2010). Crafting integrated multichannel retailing strategies. Journal of Interactive Marketing, 24(2), 168–180. CrossRef
Metadata
Title
The Key Drivers of Perceived Omnichannel Service Quality in Fashion
Author
Elena Patten
Copyright Year
2021
DOI
https://doi.org/10.1007/978-3-030-70324-0_1