The authors propose a conceptual framework to explain whether and under what firm-level
conditions cross-channel integration impacts firm sales growth. To test the theory, the …

The factors affecting rejection or acceptance of an emerging IT artifact such as mobile
banking have piqued interest among IS researchers and remain unknown due in part to …

Background Electronic banking is seen as one of the most successful business‐to‐
consumer applications in electronic commerce (Pousttchi and Schurig, 2004). Initially the …

The decision on whether and to what extent they should implement cross-channel
integration is a crucial and complex task for multi-channel retailers. Although prior studies …

Cover--Services Marketing--Contents--List of figures--List of tables--Preface--Guided tour--
Publisher's acknowledgements--Part 1 Basic concept: The Service Value Chain--Managing …

This article studies service quality and customer satisfaction in a context of multi-channel
service distribution. The objective is to identify quality factors influencing the overall …

New intermediaries are entering the market, challenging the hospitality industry to find an
appropriate distribution channel portfolio. This research investigates how many channels …

Purpose Hotel managers are being challenged by the increasing multitude of distribution
and sales channels. Online travel agencies (OTAs) in particular generate a great deal of …

Purpose–The purpose of this paper is to explore how multichannel customers evaluate
overall satisfaction across distribution channels and what the antecedents are of such …

This article examines whether and how a company's division of segment-and task-related
responsibilities among multiple sales channels affects the relationships in the multichannel …