Concepedia

Multichannel Customer Interaction

Multichannel Customer Interaction is a customer interaction management approach that integrates multiple distinct communication channels—such as phone, email, social media, and live chat—into a unified system enabling customers to engage with an organization through their preferred medium while maintaining continuity and consistency in service delivery.

7

Publications

559

Citations

14

Authors

9

Institutions

Publications per year

2017–2026

2

Parents

Publications

7

The role of multichannel integration in customer relationship management

Adrian Payne, Pennie Frow · Industrial Marketing Management · 2004 · 361 citations

, , +13

Interaction channel choice in a multichannel environment, an empirical study

Jaume Gené Albesa · International Journal of Bank Marketing · 2007 · 68 citations

, , +14

Interaction fluency: a customer performance measure of multichannel service

Harold Cassab, Douglas L. MacLachlan · International Journal of Productivity and Performance Management · 2006 · 41 citations

, , +16

Does the Nature of the Interaction Matter? Understanding Customer Channel Choice for Purchases and Communications

Yolanda Polo, F. Javier Sesé · Journal of Service Research · 2016 · 38 citations

, , +16

Generation Y multichannel behaviour for complex services: the need for human contact embodied through a distance relationship

Ilaria Dalla Pozza, Sandrine Heitz-Spahn, Lionel Texier · Journal of Strategic Marketing · 2017 · 25 citations

, , +13

1–5 of 7

Authors

14

  1. ID
    Ilaria Dalla Pozza

    IPAG Business School, France

    1 publications · 25 citations

    1

    h-index

  2. YP
    Yolanda Polo

    Universidad de Zaragoza, Spain

    1 publications · 38 citations

    1

    h-index

  3. XF
    Xiaorong Fu

    Southwestern University of Finance and Economics, China

    1 publications · 15 citations

    1

    h-index

  4. HC
    Harold Cassab

    University of Auckland, New Zealand

    1 publications · 41 citations

    1

    h-index

  5. FJ
    F. Javier Sesé

    Universidad de Zaragoza, Spain

    1 publications · 38 citations

    1

    h-index

1–5 of 14

Institutions

9

  1. University of Science and Technology of China

    Hefei, China

    1 h-index

    1 publications

    15 citations

  2. Cranfield University

    Cranfield, United Kingdom

    1 h-index

    2 publications

    722 citations

  3. University of Washington

    Seattle, United States

    1 h-index

    1 publications

    41 citations

  4. IPAG Business School

    Paris, France

    1 h-index

    1 publications

    25 citations

  5. Southwestern University of Finance and Economics

    Chengdu, China

    1 h-index

    2 publications

    30 citations

  6. University of Auckland

    Auckland, New Zealand

    1 h-index

    1 publications

    41 citations

  7. Université de Lorraine

    Nancy, France

    1 h-index

    1 publications

    25 citations

  8. Universitat Rovira i Virgili

    Tarragona, Spain

    1 h-index

    1 publications

    68 citations

1–8 of 9

Venues

  1. 1

    h-index

  2. Scholarly Commons (University of Pennsylvania)

    Repository · 1 publications · 11 citations

    1

    h-index

  3. Industrial Marketing Management

    1 publications · 361 citations

    1

    h-index

  4. International Journal of Bank Marketing

    1 publications · 68 citations

    1

    h-index

  5. Internet Research

    1 publications · 15 citations

    1

    h-index

1–5