Welcome to the InfoSci Platform
Reference Hub7
Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM

Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM

Patricia T. Warrington, Elizabeth Gangstad, Richard Feinberg, Ko de Ruyter
Copyright: © 2007 |Volume: 3 |Issue: 2 |Pages: 13
ISSN: 1548-1131|EISSN: 1548-114X|ISSN: 1548-1131|EISBN13: 9781615205578|EISSN: 1548-114X|DOI: 10.4018/jebr.2007040105
Cite Article Cite Article

MLA

Warrington, Patricia T., et al. "Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM." IJEBR vol.3, no.2 2007: pp.57-69. http://doi.org/10.4018/jebr.2007040105

APA

Warrington, P. T., Gangstad, E., Feinberg, R., & de Ruyter, K. (2007). Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM. International Journal of E-Business Research (IJEBR), 3(2), 57-69. http://doi.org/10.4018/jebr.2007040105

Chicago

Warrington, Patricia T., et al. "Multi-Channel Retailing and Customer Satisfaction: Implications for E-CRM," International Journal of E-Business Research (IJEBR) 3, no.2: 57-69. http://doi.org/10.4018/jebr.2007040105

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

Multi-channel retailers that utilize an e-CRM approach stand to benefit in multiple arenas by providing targeted customer service as well as gaining operational and competitive advantages. To that end, it is inherent that multi-channel retailers better understand how satisfaction—a necessary condition for building customer loyalty—influences consumers’ decisions to shop in one retail channel or another. The purpose of this study was to examine the influence of shopping experience on customers’ future purchase intentions, both for the retailer and for the channel. Using a controlled experimental design, U.S. and European subjects responded to a series of questions regarding the likelihood making a future purchase following either a positive or nega-tive shopping encounter. Results suggest that shopping intentions vary based on the shopping channel as well as cultural differences.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.