Nowadays, firms are facing an intense challenge when coordinating an effective
management on the offline and online channels. Consequently, creating a field of research …

Purpose–The purpose of this paper is to review state‐of‐art literature on adoption of CRM
technology, including the CRM in multichannel environment and provide a comprehensive …

Purpose The purpose of this paper is to expand existing research on fulfillment systems for
multi-channel retailers by combining analysis of customer expectation (CE) with economic …

This research develops and tests a model on cross‐channel switching intentions using the
PPM framework. Four hundred and fifty‐six valid responses were collected from online and …

Service firms are increasingly trying to make their offers more sustainable. In this paper, we
contribute to the literature on sustainability in service by investigating the impact of the …

Many of the most complex service systems being built and imagined today combine person-
to-person encounters, technology-enhanced encounters, self-service, computational service …

With the recent development of internet healthcare, many hospitals have laid out their online
platforms. However, there have been some poor service levels and low quality. The …

The cloud-based environment has been viewed as an elastic alternative to hosting
information systems. Although a lot of attention is paid in cloud system applications …

Multichannel retailers dominate today's retail landscape. Practitioners and researchers are
particularly interested in understanding how the multichannel strategy helps establishing …

Customers switch among multiple channels offered by multiple firms and this means that
multichannel shopping behavior also depends on the channels offered by competitors. To …