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The impacts of e-service quality on customer behaviour in multi-channel e-services

2012Journal article Restricted access
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dc.contributor.authorSousa, Rui
dc.contributor.authorVoss, Chris
dc.date.accessioned2013-05-15T14:45:17Z
dc.date.available2013-05-15T14:45:17Z
dc.date.issued2012
dc.description.abstractA large number of e-services are multi-channel (MC), combining the Internet with other channels of service delivery, such as the phone and physical facilities. As a result, online customers frequently engage in MC behaviour. Existing research examining the impact of quality on behavioural intentions in e-services has not adequately recognised theirMC nature. In order to address this gap, this study sets out to examine the following twopronged impacts of e-service quality on customer behaviour in an MC e-service: (i) the impact on e-loyalty behavioural intentions; (ii) the impact on customer channel behaviour. Perceptual and objective data were collected from multiple sources in a major retail MC e-banking service. Two basic groups of online customers in terms of channel behaviour were found – Internet-Focused (IF) and MC – with the latter exhibiting a balanced use of channels and being more loyal, older, less educated and less experienced with the e-service. Data analyses revealed that e-service quality had a strong impact on e-loyalty intentions; but did not have an impact on customer channel behaviour. E-service quality does not seem to be an effective lever for influencing customer channel behaviour; however, it is a key driver of e-loyalty intentions. The results raise the possibility that migration of customer interactions to the Internet channel may reduce e-loyalty intentions.por
dc.description.versioninfo:eu-repo/semantics/publishedVersion
dc.identifier.citationSOUSA, Rui; VOSS, Chris - The impacts of e-service quality on customer behaviour in multi-channel e-services. Total Quality Management & Business Excellence. ISSN 1478-3371. Vol. 23, n.º 7 (2012), p. 789–806por
dc.identifier.doi10.1080/14783363.2012.661139
dc.identifier.eissn1478-3371
dc.identifier.issn1478-3363
dc.identifier.urihttp://hdl.handle.net/10400.14/10531
dc.identifier.wosWOS:000307931400004
dc.language.isoengpor
dc.peerreviewedyespor
dc.publisherTaylor & Francispor
dc.subjectService qualitypor
dc.subjectE-servicespor
dc.subjectMulti-channel servicespor
dc.subjectCustomer behaviourpor
dc.titleThe impacts of e-service quality on customer behaviour in multi-channel e-servicespor
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage806
oaire.citation.issue7-8
oaire.citation.startPage789
oaire.citation.volume23
person.familyNameSousa
person.familyNameVoss
person.givenNameRui
person.givenNameChris
person.identifier.ciencia-id3F15-2286-9C55
person.identifier.orcid0000-0002-0049-1896
person.identifier.orcid0000-0001-6138-5379
person.identifier.ridM-4605-2013
person.identifier.scopus-author-id7102960038
person.identifier.scopus-author-id7004570874
rcaap.rightsrestrictedAccesspor
rcaap.typearticlepor
relation.isAuthorOfPublicationc4e9fe74-771a-42e9-8925-c217abcdee1f
relation.isAuthorOfPublication3002a892-a4ef-4099-862f-f43cc3b5aa34
relation.isAuthorOfPublication.latestForDiscovery3002a892-a4ef-4099-862f-f43cc3b5aa34

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