Reasoning about online and offline service experiences: The role of domain-specificity in the formation of service expectations

被引：0

作者：

Bhatnagar, N ^{[1
]}

Lurie, N

Zeithaml, V

机构：

[1] Univ Manitoba, Winnipeg, MB R3T 2N2, Canada

[2] Univ N Carolina, Chapel Hill, NC 27515 USA

来源：

ADVANCES IN CONSUMER RESEARCH, VOL 30 | 2003年 / 30卷

关键词：

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

引用

页码：383 / 384

页数：2

共 13 条

[1] Reasoning about online and offline service experiences: The role of domain-specificity
Bhatnagar, N
Lurie, NH
Zeithaml, VA
[J]. ADVANCES IN CONSUMER RESEARCH, VOLUME XXIX, 2002, 29 : 259 - 260
[2] Service recovery satisfaction in offline and online experiences
Odoom, Raphael
Agbemabiese, George Cudjoe
Hinson, Robert E.
[J]. MARKETING INTELLIGENCE & PLANNING, 2020, 38 (01) : 1 - 14
[3] Efficacy and outcome expectations related to customer complaints about service experiences
Susskind, AM
[J]. COMMUNICATION RESEARCH, 2000, 27 (03) : 353 - 378
[4] Consumer responses to service recovery strategies: The moderating role of online versus offline environment
Harris, KE
Grewal, D
Mohr, LA
Bernhardt, KL
[J]. JOURNAL OF BUSINESS RESEARCH, 2006, 59 (04) : 425 - 431
[5] Revisiting the showrooming effect on online and offline retailers: The strategic role of in-store service
Wang, Junbin
Wang, Shanshan
[J]. JOURNAL OF RETAILING AND CONSUMER SERVICES, 2022, 66
[6] Understanding customer role and its importance in the formation of service quality expectations
Webb, D
[J]. SERVICE INDUSTRIES JOURNAL, 2000, 20 (01): : 1 - 21
[7] Mediating service experiences with online photos: the role of consumers' perceptions of the mediated servicescape
He, Zeya
Wu, Laurie
Li, Xiang
[J]. JOURNAL OF SERVICE MANAGEMENT, 2023, 34 (04) : 657 - 695
[8] The bidirectional mistrust: Callers' online discussions about their experiences of using the national telephone advice service
Bjorkman, Annica
Salzmann-Erikson, Martin
[J]. INTERNET RESEARCH, 2018, 28 (05) : 1336 - 1350
[9] Combining online and offline peer support groups in community mental health care settings: a qualitative study of service users’ experiences
Monica Strand
Lillian Sofie Eng
Deede Gammon
[J]. International Journal of Mental Health Systems, 14
[10] Combining online and offline peer support groups in community mental health care settings: a qualitative study of service users' experiences
Strand, Monica
Eng, Lillian Sofie
Gammon, Deede
[J]. INTERNATIONAL JOURNAL OF MENTAL HEALTH SYSTEMS, 2020, 14 (01)

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