Concepedia

Multichannel Service Quality

Multichannel Service Quality is a construct in service operations that assesses the consistency, integration, and effectiveness of customer service delivery across multiple distinct but non-synchronized channels, distinguishing it from omnichannel approaches by the absence of seamless inter-channel coordination.

13

Publications

1.8K

Citations

37

Authors

27

Institutions

Publications per year

2017–2026

5

Parents

Publications

13

Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider

Mitzi M. Montoya‐Weiss, Glenn B. Voss, Dhruv Grewal · Journal of the Academy of Marketing Science · 2003 · 776 citations

, , +16

Service Quality in Multichannel Services Employing Virtual Channels

Rui Sousa · Journal of Service Research · 2006 · 429 citations

, , +17

Multichannel integration quality, online perceived value and online purchase intention

Jinfeng Wu, Ya Ping Chang · Internet Research · 2016 · 123 citations

, , +17

Misalignment and Its Influence on Integration Quality in Multichannel Services

Madhumita Banerjee · Journal of Service Research · 2014 · 110 citations

, , +17

All for one but does one strategy work for all?

Yi‐Ching Hsieh, Jinshyang Roan, Anurag Pant et al. · Managing Service Quality · 2012 · 65 citations

, , +17

1–5 of 13

Authors

37

  1. EP
    Elena Patten

    Teesside University, United Kingdom

    2 publications · 79 citations

    2

    h-index

  2. KE
    Kerry E. Howell

    University of Plymouth, United Kingdom

    2 publications · 79 citations

    2

    h-index

  3. WO
    Wilson Ozuem

    University of Cumbria, United Kingdom

    2 publications · 79 citations

    2

    h-index

  4. MM
    Mitzi M. Montoya‐Weiss

    North Carolina State University, United States

    1 publications · 776 citations

    1

    h-index

  5. HC
    Hung‐Chang Chiu

    National Tsing Hua University, Taiwan

    1 publications · 65 citations

    1

    h-index

1–5 of 37

Institutions

27

  1. Teesside University

    Middlesbrough, United Kingdom

    2 h-index

    2 publications

    79 citations

  2. University of Cumbria

    Carlisle, United Kingdom

    2 h-index

    2 publications

    79 citations

  3. Wuhan Textile University

    Wuhan, China

    1 h-index

    1 publications

    123 citations

  4. Huazhong University of Science and Technology

    Wuhan, China

    1 h-index

    1 publications

    123 citations

  5. Universidad de Zaragoza

    Zaragoza, Spain

    1 h-index

    2 publications

    46 citations

  6. Wenzhou University

    Wenzhou, China

    1 h-index

    1 publications

    41 citations

  7. North Carolina State University

    Raleigh, United States

    1 h-index

    2 publications

    1.6K citations

  8. Polytechnic Institute of Viseu

    Viseu, Portugal

    1 h-index

    1 publications

    44 citations

1–8 of 27

Venues

  1. Journal of Service Research

    JSR · 2 publications · 539 citations

    2

    h-index

  2. Journal of Retailing and Consumer Services

    1 publications · 46 citations

    1

    h-index

  3. Information Technology and People

    1 publications · 33 citations

    1

    h-index

  4. International Journal of Production Economics

    1 publications · 44 citations

    1

    h-index

  5. Service Industries Journal

    1 publications · 32 citations

    1

    h-index

1–5