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Cooperating for service excellence in multi-channel service systems: an empirical assessment

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  • Wiertz, C.

    (Externe publicaties SBE)

  • de Ruyter, J.C.

    (Marketing & Supply Chain Management)

  • Streukens, A.C.P.

    (Marketing & Supply Chain Management)

Abstract

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Suggested Citation

  • Wiertz, C. & de Ruyter, J.C. & Streukens, A.C.P., 2003. "Cooperating for service excellence in multi-channel service systems: an empirical assessment," Research Memorandum 016, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    • Handle: RePEc:unm:umamet:2003016
    DOI: 10.26481/umamet.2003016
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    References listed on IDEAS

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    1. Fred D. Davis & Richard P. Bagozzi & Paul R. Warshaw, 1989. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, INFORMS, vol. 35(8), pages 982-1003, August.
    2. Sheppard, Blair H & Hartwick, Jon & Warshaw, Paul R, 1988. "The Theory of Reasoned Action: A Meta-analysis of Past Research with Recommendations for Modifications and Future Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(3), pages 325-343, December.
    3. Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
    4. Ledyard Tucker & Charles Lewis, 1973. "A reliability coefficient for maximum likelihood factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 38(1), pages 1-10, March.
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