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Determinants of online channel use and overall satisfaction with a relational, multichannel service provider

Article Abstract:

A study was conducted to examine the customers' usage of online channel in a relational and multichannel environment. The result revealed that multichannel providers influence online channel use while maintaining or enhancing overall customer satisfaction.

Author: Grewal, Dhruv, Montoya-Weiss, Mitzi M., Voss, Glenn B.
Publisher: Sage Publications, Inc.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2003
Influence, Multiplexing, Multichannel communication, Digital multiplexing

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SERVCON: development and validation of a multidimensional service convenience scale

Article Abstract:

The development of a service convenience scale, to measure customer satisfaction and service quality of services marketing and firms is described.

Author: Grewal, Dhruv, Seiders, Kathleen, Voss, Glenn B., Godfrey, Andrea L.
Publisher: Sage Publications, Inc.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2007
Marketing procedures, Services information, Venture Analysis, Usage, Services, Measurement, Business enterprises, Customer relations, Econometric models

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Comparison of consumer reactions to price-matching guarantees in internet and bricks-and-mortar retail environments

Article Abstract:

This article examines consumer responses to price-matching guarantees in the retail store and online environments.

Author: Grewal, Dhruv, Kukar-Kinney, Monika
Publisher: Sage Publications, Inc.
Publication Name: Journal of the Academy of Marketing Science
Subject: Business
ISSN: 0092-0703
Year: 2007
Forecasts, trends, outlooks, Commodity & service prices, Nonstore Retailers, Retail Stores, Methods, Prices and rates, Forecasts and trends, Market trend/market analysis, Online shopping, Stores, Company pricing policy, Resale price maintenance, Price maintenance

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Subjects list: Analysis, Evaluation, Consumer behavior, Customer satisfaction, Consumer behaviour, United States
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