Empirical Study on Multi-Channel Service Quality and Customer Loyalty of Retailers

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Qi Yong-zhi;
  • Journal: Journal of Electronic Commerce in Organizations (JECO), volume 12, issue 4 October, pages 1-12
  • Related identifiers: doi: 10.4018/jeco.2014100101

This paper studies the influence of offline RSSQ (retailing store service quality), online store ESQ (E-service quality) and O2O MCISQ (multi-channel integration service quality) on traditional retailers' customer loyalty as well as the relation of them three in multi-c... View more
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