Online-Oriented Service Quality: An Aspect of Multichannel Retailing

Services sector is one of the main sectors of industrialized nations’ economy. According to the US National Academy of Engineering (as cited in Spohrer et al., 2007), the service sector accounts for more than 80% of the US gross domestic product and is projected to account for most of the US job growth (Hefley, 2008). The growth of service sectors benefitted from a large workforce number comprised of workers from the disciplines of science, engineering and management (Spohrer et al., 2007), while applying the information technology as its main infrastructure (Hefley, 2008) and businesses processes as its vehicle creating servicing systems. Unlike manufacturing depending completely on the manufacturer, servicing systems need both the collaboration of the service aBstraCt

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