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- aggregation classification "A1".
- aggregation creator B584798.
- aggregation creator B584799.
- aggregation creator B584800.
- aggregation creator person.
- aggregation date "2011".
- aggregation format "application/pdf".
- aggregation hasFormat 2051280.bibtex.
- aggregation hasFormat 2051280.csv.
- aggregation hasFormat 2051280.dc.
- aggregation hasFormat 2051280.didl.
- aggregation hasFormat 2051280.doc.
- aggregation hasFormat 2051280.json.
- aggregation hasFormat 2051280.mets.
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- aggregation hasFormat 2051280.txt.
- aggregation hasFormat 2051280.xls.
- aggregation hasFormat 2051280.yaml.
- aggregation isPartOf urn:issn:1757-5818.
- aggregation language "eng".
- aggregation rights "I have transferred the copyright for this publication to the publisher".
- aggregation subject "Business and Economics".
- aggregation title "Does satisfaction matter more if a multichannel customer is also a multicompany customer?".
- aggregation abstract "Purpose - This research aims to investigate the moderating influence of both multichannel and multicompany usage on the impact that customer satisfaction has on share of wallet (SOW). Design/methodology/approach - The data used in the analyses were collected as part of both survey and transactional data of 802 households of a large financial services provider. Within class regression models were employed to test the moderating effects of different segments that were identified based on multichannel-multicompany customer differences. Findings - The findings confirm that using multiple channels has an overall positive moderating impact on the satisfaction-SOW link and that customer satisfaction matters more when the customer adopts multiple channels; online channel usage in addition to offline usage. Furthermore, this effect is even more pronounced for customers that transact with multiple providers. That is, the group of customers that use both the company's and competitors' offline and online channels reveal a higher satisfaction-SOW association than the group of customers that only adopted the offline channel with the company and competitor. Originality/value - This study broadens the understanding of multichannel behavior by comparing single (offline) and multiple channels (offline and online) for customers of multiple companies (two competitors).".
- aggregation authorList BK938068.
- aggregation endPage "66".
- aggregation issue "1".
- aggregation startPage "39".
- aggregation volume "22".
- aggregation aggregates 2051289.
- aggregation isDescribedBy 2051280.
- aggregation similarTo 09564231111106910.
- aggregation similarTo LU-2051280.