Multi-channel Service Retailing: A Comprehensive Study on the Effects of Multi-channel Satisfaction

Marcel Van Birgelen, Ad de Jong, Ko de Ruyter

Research output: Contribution to journalJournal articleResearchpeer-review


The number of channels that retailers can use interchangeably to provide customer service has increased. We report on a study of clients of a large retail bank that investigates the channel performance satisfaction–behavioral intentions relationship when the traditional service channel (i.e., branch office) is extended with technology-mediated channels (i.e., internet banking and telephone banking). For routine services, our findings suggest that behavioral intentions are most strongly influenced by satisfaction with office-related performance factors. For nonroutine services, satisfaction with service employee performance is the most significant driver of intentions. Our analysis also reveals interaction effects between traditional and technology-mediated channel performance satisfaction levels. These effects vary across service types, indicating contingencies in channel substitution and complementarity.
Original languageEnglish
JournalJournal of Retailing
Issue number4
Pages (from-to)367-377
Publication statusPublished - 2006
Externally publishedYes


  • Multi-channel
  • Retailing
  • Satisfaction
  • Intentions

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