Working Papers

Online Channel Use and Satisfaction in a Multichannel Service Context

Mitzi Montoya-Weiss, Glenn B. Voss, and Dhruv Grewal

Jan 1, 2003

Develops a model of online channel use and overall customer satisfaction, and tests the model in a services context via three online surveys.

By using you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.