Blar i BI Open på forfatter "Bolton, Ruth"
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DESIGNING SATISFYING SERVICE ENCOUNTERS: WEBSITE VERSUS STORE TOUCHPOINTS
Bolton, Ruth; Gustafsson, Anders; Tarasi, Crina; Witell, Lars (Journal article; Peer reviewed, 2021)This study investigated how touchpoints moderate the antecedents of customer satisfaction with service encounters by comparing online and in-store encounters. Construal level theory was used within the Touchpoint, Context, ...