Multi-channel management in direct marketing retailing: Traditional call center versus Internet channel
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چکیده
منابع مشابه
Category: Concepts, Trends, and Challenges M Multi-channel Retailing in B2c E-commerce Multi-channel Retailing in B2c E-commerce
The Internet is not only a significant communication medium, it is also largely used as a channel of distribution. In the very beginning of the e-commerce era, most researchers and practitioners forecasted a sharp increase in Internet-based commercial applications, leading to a threat of existing business models. Already in 1980, Rosenberg and Hirschmann argued that in-home shopping could threa...
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Acknowledgments: This project was undertaken when Xiaolin Xing was visiting University of Pittsburgh and Harvard University in 2000. Xiaolin Xing is grateful to the two universities for using their resources and facilities. We thank the seminar participants in Nanyang Technological University and the Chinese University of Hong Kong for comments. We also thank two anonymous referees for helpful ...
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Multi-channel retailers that utilize an e-CRM approach stand to benefit in multiple arenas by providing targeted customer service as well as gaining operational and competitive advantages. To that end, it is inherent that multi-channel retailers better understand how satisfaction—a necessary condition for building customer loyalty—influences consumers’ decisions to shop in one retail channel or...
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ژورنال
عنوان ژورنال: Journal of Database Marketing & Customer Strategy Management
سال: 2010
ISSN: 1741-2447
DOI: 10.1057/dbm.2010.6