Does relationship quality matter in e-services? A comparison of online and offline retailing

Journal of Retailing and Consumer Services

Volumn 17, Issue 2, 2010, Pages 130-142

  Walsh, Gianfranco ^a   Hennig Thurau, Thorsten ^b,c   Sassenberg, Kai ^d   Bornemann, Daniel ^e  

^a University of Strathclyde Business School Glasgow ^*  (Germany)

^b BAUHAUS UNIVERSITY WEIMAR   (Germany)

^c CITY UNIVERSITY   (United Kingdom)

^d KNOWLEDGE MEDIA RESEARCH CENTER   (Germany)

^e Simon Kucher and Partners   (Germany)

Author keywords

Customer loyalty intentions; Internet; Multi group analysis; Relationship quality; Structural equation modeling

Indexed keywords

INTERNET; MODELING; RETAILING; SERVICE SECTOR;

EID: 76049084472     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretconser.2009.11.003     Document Type: Article

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