A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing

Yanika Tueanrat; Savvas Papagiannidis; Eleftherios Alamanos

doi:10.1016/j.jretconser.2021.102550

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A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing

Yanika Tueanrat Savvas Papagiannidis Eleftherios Alamanos

Year: 2021 Journal: Journal of Retailing and Consumer Services Vol: 61 Pages: 102550-102550 Publisher: Elsevier BV

DOI: 10.1016/j.jretconser.2021.102550

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Keywords:

Omnichannel Customer satisfaction Customer advocacy Customer retention Customer intelligence Customer to customer Business Customer delight Customer equity Marketing Voice of the customer Psychology Service quality Service (business)

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13.31

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176

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0.99

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Topics

Consumer Retail Behavior Studies

Social Sciences → Business, Management and Accounting → Marketing

Customer Service Quality and Loyalty

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

Consumer Behavior in Brand Consumption and Identification

Social Sciences → Business, Management and Accounting → Marketing

A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing

Metrics

Citation History

Topics

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