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

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  1. Dorai, Sriram & Balasubramanian, Nataraj & Sivakumaran, Bharadhwaj, 2021. "Enhancing relationships in e-tail: Role of relationship quality and duration," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  2. Chen, Ching-Fu & Phou, Sambath, 2013. "A closer look at destination: Image, personality, relationship and loyalty," Tourism Management, Elsevier, vol. 36(C), pages 269-278.
  3. Ali Sanayei & Afsaneh Jokar, 2013. "Determining the Effect of Electronic Services Quality on Electronic Satisfaction and Positive Word of Mouth (Case Study: Different Branches of Shiraz Mellat Bank Customers," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(4), pages 103-111, October.
  4. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
  5. Muhammad Sohaib, 2022. "An Investigation of Repurchase Intentions in the Banking Industry: What Reason Do They Return?," SAGE Open, , vol. 12(1), pages 21582440211, January.
  6. Lukasz Damurski, 2021. "How to Include Omnichannel Services in Land-Use Policy?: E-Planning Holds the Key," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 10(3), pages 70-85, July.
  7. Suryandari, Retno Tanding & Paswan, Audhesh K., 2014. "Online customer service and retail type-product congruence," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 69-76.
  8. Walsh, Gianfranco & Bartikowski, Boris, 2013. "Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally," Journal of Business Research, Elsevier, vol. 66(8), pages 989-995.
  9. Toufaily, Elissar & Souiden, Nizar & Ladhari, Riadh, 2013. "Consumer trust toward retail websites: Comparison between pure click and click-and-brick retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 538-548.
  10. Romina Cheraghalizadeh & Hossein Olya & Mustafa Tumer, 2021. "The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building," Sustainability, MDPI, vol. 13(7), pages 1-15, April.
  11. Martínez-López, Francisco J. & Feng, Changyuan & Li, Yangchun & López-López, David, 2022. "Using instant refunds to improve online return experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  12. Gianfranco Walsh & Daniel Brylla, 2017. "Do product returns hurt relational outcomes? some evidence from online retailing," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(4), pages 329-339, November.
  13. Ben Mimoun, Mohammed Slim & Poncin, Ingrid & Garnier, Marion, 2012. "Case study—Embodied virtual agents: An analysis on reasons for failure," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 605-612.
  14. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
  15. Troebs, Cord-Christian & Wagner, Tillmann & Heidemann, F., 2018. "Transformative retail services: Elevating loyalty through customer well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 198-206.
  16. Giao, Ha Nam Khanh & Vuong, Bui Nhat, 2021. "The impact of service quality on passenger loyalty and the mediating roles of perceive value, airline image, passenger trust, and satisfaction: A Study of domestic flights with Vietnamese Low-Cost Air," OSF Preprints 9rbp8, Center for Open Science.
  17. Frasquet, Marta & Ieva, Marco & Ziliani, Cristina, 2019. "Understanding complaint channel usage in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 94-103.
  18. Nadeem, Waqar & Juntunen, Mari & Shirazi, Farid & Hajli, Nick, 2020. "Consumers’ value co-creation in sharing economy: The role of social support, consumers’ ethical perceptions and relationship quality," Technological Forecasting and Social Change, Elsevier, vol. 151(C).
  19. Japutra, Arnold & Molinillo, Sebastian & Wang, Shasha, 2018. "Aesthetic or self-expressiveness? Linking brand logo benefits, brand stereotypes and relationship quality," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 191-200.
  20. Patrick Acheampong & Li Zhiwen & Ruhiya Abubakar & Henry Asante Antwi & Michael Owusu Akomeah, 2016. "Stimulants of Online Shopping Behaviour among Chinese Millenials in China," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 6(5), pages 331-349, May.
  21. Liu-Thompkins, Yuping & Khoshghadam, Leila & Attar Shoushtari, Arjang & Zal, Saeed, 2022. "What drives retailer loyalty? A meta-analysis of the role of cognitive, affective, and social factors across five decades," Journal of Retailing, Elsevier, vol. 98(1), pages 92-110.
  22. Lukasz Damurski & Jacek Pluta & Jerzy Ładysz & Magdalena Mayer-Wydra, 2019. "Online or Offline Services for Urban Neighbourhoods?: Conceptualisation of Research Problems," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 8(1), pages 50-67, January.
  23. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
  24. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M. & Michaelidou, Nina & Beatty, Sharon E., 2011. "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes," Journal of Business Research, Elsevier, vol. 64(7), pages 737-744, July.
  25. Mourelatos, Evangelos, 2021. "Personality and Ethics on Online Labor Markets: How mood influences ethical perceptions," EconStor Preprints 244735, ZBW - Leibniz Information Centre for Economics.
  26. Lena Steinhoff & Denni Arli & Scott Weaven & Irina V. Kozlenkova, 2019. "Online relationship marketing," Journal of the Academy of Marketing Science, Springer, vol. 47(3), pages 369-393, May.
  27. Baumann, Chris & Hamin, Hamin & Chong, Amy, 2015. "The role of brand exposure and experience on brand recall—Product durables vis-à -vis FMCG," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 21-31.
  28. Mª. Oviedo-García & Manuela Vega-Vázquez & Mario Castellanos-Verdugo, 2015. "CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 663-685, December.
  29. Xiaojuan Rao & Hongliang Qiu & Alastair M. Morrison & Wei Wei & Xihua Zhang, 2022. "Predicting Private and Public Pro-Environmental Behaviors in Rural Tourism Contexts Using SEM and fsQCA: The Role of Destination Image and Relationship Quality," Land, MDPI, vol. 11(3), pages 1-30, March.
  30. Inoue, Yuhei & Funk, Daniel C. & McDonald, Heath, 2017. "Predicting behavioral loyalty through corporate social responsibility: The mediating role of involvement and commitment," Journal of Business Research, Elsevier, vol. 75(C), pages 46-56.
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