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Consumers, channels and communication: Online and offline communication in service consumption
16 references·16 citing·38 second hopsampled
Consumers, channels and communication: Online and offline communication in service consumption (2006)Consumers, channels and communication: On…Critical Incident Technique (2007)Critical Incident TechniqueThe Unmanageable Consumer (2006)The Unmanageable ConsumerThe influence of technology anxiety on consumer use and experiences with self-service technologies (2003)The influence of technology a…E-service (2003)E-serviceConsumer patronage and risk perceptions in Internet shopping (2003)Consumer patronage and risk p…Multi‐channel shopping: understanding what drives channel choice (2002)Multi‐channel shopping: under…Modelling consumer choice of distribution channels: an illustration from financial services (2002)Modelling consumer choice of …Effects of personal control on adoption of self‐service technology innovations (2002)Effects of personal control o…Integrating attitudinal theories to understand and predict use of technology‐based self‐service (2001)Integrating attitudinal theor…Customer adoption of e‐service: an experimental study (2001)Customer adoption of e‐servic…Accessing Hidden and Hard-to-reach Populations: Snowball Research Strategies (2001)Accessing Hidden and Hard-to-…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Service encounter : managing employee/customer interaction in service businesses (1985)The Service encounter : manag…Planning the service encounter (1985)Planning the service encounterConsumer behavior and marketing action (1981)Consumer behavior and marketi…The critical incident technique. (1954)The critical incident techniq…Understanding the relationship between in-store and online shopping channel choice behaviour of customers: a systematic literature review (2024)Understanding the relationshi…Factors of customers’ channel choice in an omnichannel environment: a systematic literature review (2022)Factors of customers’ channel…Under the sway of a mobile device during an in‐store shopping experience (2017)Under the sway of a mobile de…Multi-channel deployment: a methodology for the design of multi-channel service processes (2016)Multi-channel deployment: a m…Guiding when the consumer is in control: the moderating effect of adaptive selling on the purchase intention of the multichannel consumer (2016)Guiding when the consumer is …Evaluation of a modelling language for customer journeys (2016)Evaluation of a modelling lan…Shuffling Services: Current Trends in Interacting with Digital Music (2015)Shuffling Services: Current T…Service Engineering: An Interdisciplinary Framework (2015)Service Engineering: An Inter…Components of a Visual Language for Service Design (2014)Components of a Visual Langua…Marketers' perceptions of the implementation difficulties of multichannel marketing (2010)Marketers' perceptions of the…A systemic framework for supporting cross-disciplinary efforts in services research (2010)A systemic framework for supp…Structure, people and process challenges of multichannel marketing: Insights from marketers (2009)Structure, people and process…Longing for service: Bringing the UCL Conception towards services research (2009)Longing for service: Bringing…A Framework for Cross Disciplinary Efforts in Services Research (2009)A Framework for Cross Discipl…A qualitative study of multi-channel marketing performance measurement issues (2008)A qualitative study of multi-…Multi‐channel communication and consumer choice in the household furniture buying process (2007)Multi‐channel communication a…A Test of Services Marketing Theory: Consumer Information Acquisition Activities (1991)Consumer perceived risk: conceptualisations and models (1999)The role of perceived risk in the quality-value relationship: A study in a retail environment (1999)Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services (2010)Impact of Online Consumer Reviews on Sales: The Moderating Role of Product and Consumer Characteristics (2010)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Understanding Information Technology Usage: A Test of Competing Models (1995)An Updated and Streamlined Technology Readiness Index (2014)PERSPECTIVE: Older Adults' Adoption of Technology: An Integrated Approach to Identifying Determinants and Barriers (2014)Understanding factors influencing the adoption of mHealth by the elderly: An extension of the UTAUT model (2017)Diffusion of Innovations 1 (2019)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)A critical assessment of potential measurement biases in the technology acceptance model: three experiments (1996)Consumer trust in e-commerce in the United States, Singapore and China (2005)The role of social presence in establishing loyalty in e-Service environments (2006)Trust and risk in e-government adoption (2008)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Commitment-Trust Theory of Relationship Marketing (1994)A model of destination image formation (1999)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)The employee-organization relationship, organizational citizenship behaviors, and superior service quality (2002)The Impact of Perceived Organizational Support on the Relationship Between Boundary Spanner Role Stress and Work Outcomes (2003)PERFORMANCE PRODUCTIVITY AND QUALITY FRONTLINE EMPLOYEES IN SERVICE ORGANIZATIONS (2020)The citizen-consumer hybrid: ideological tensions and the case of Whole Foods Market (2007)Factors Associated with Cell Phone Use in Adolescents in the Community of Madrid (Spain) (2008)Contemporary Sociological Theory (2011)Field research in conflict environments: Methodological challenges and snowball sampling (2011)Social research 2.0: virtual snowball sampling method using Facebook (2012)Enhancing the sample diversity of snowball samples: Recommendations from a research project on anti-dam movements in Southeast Asia (2018)
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References

  • 1954The critical incident technique.8,184 cited
  • 2007Critical Incident Technique5,287 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 2001Accessing Hidden and Hard-to-reach Populations: Snowball Research Strategies2,027 cited
  • 2003Consumer patronage and risk perceptions in Internet shopping1,412 cited
  • 1981Consumer behavior and marketing action1,396 cited
  • 2003The influence of technology anxiety on consumer use and experiences with self-service technologies1,244 cited
  • 2006The Unmanageable Consumer695 cited
  • 2001Customer adoption of e‐service: an experimental study554 cited
  • 1985The Service encounter : managing employee/customer interaction in service businesses503 cited
  • 1985Planning the service encounter435 cited
  • 2002Multi‐channel shopping: understanding what drives channel choice388 cited
  • 2003E-service380 cited
  • 2001Integrating attitudinal theories to understand and predict use of technology‐based self‐service376 cited
  • 2002Modelling consumer choice of distribution channels: an illustration from financial services373 cited

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2002
Effects of personal control on adoption of self‐service technology innovations
326 cited

Cited by

  • 2017Under the sway of a mobile device during an in‐store shopping experience65 cited
  • 2022Factors of customers’ channel choice in an omnichannel environment: a systematic literature review38 cited
  • 2015Service Engineering: An Interdisciplinary Framework33 cited
  • 2007Multi‐channel communication and consumer choice in the household furniture buying process32 cited
  • 2015Shuffling Services: Current Trends in Interacting with Digital Music30 cited
  • 2016Guiding when the consumer is in control: the moderating effect of adaptive selling on the purchase intention of the multichannel consumer24 cited
  • 2016Evaluation of a modelling language for customer journeys23 cited
  • 2009Structure, people and process challenges of multichannel marketing: Insights from marketers18 cited
  • 2010Marketers' perceptions of the implementation difficulties of multichannel marketing17 cited
  • 2010A systemic framework for supporting cross-disciplinary efforts in services research15 cited
  • 2014Components of a Visual Language for Service Design15 cited
  • 2008A qualitative study of multi-channel marketing performance measurement issues14 cited
  • 2016Multi-channel deployment: a methodology for the design of multi-channel service processes13 cited
  • 2024Understanding the relationship between in-store and online shopping channel choice behaviour of customers: a systematic literature review13 cited
  • 2009Longing for service: Bringing the UCL Conception towards services research12 cited
  • 2009A Framework for Cross Disciplinary Efforts in Services Research12 cited