Service Quality in Multichannel Services Employing Virtual Channels

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Designing Multi-Interface Service Experiences (2008, background): “X, Month XXXX xx-xx DOI: 10.1177/1094670508314264 © 2008 Sage Publications”
Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale (2011, background): “…SSTs differ in the mode of communication from traditional human-interaction-based and virtual-Internet-based services (Hoffman 2003; Murphy 2008; Sousa and Voss 2006), a strong need, therefore, exists for both researchers and practitioners to examine customer expectations of SST service quality…”
Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience (2018, methodology): “Sousa & Voss [35] have proposed a conceptual framework for channel integration quality, in which channel service configuration quality and integrated interaction quality were incorporated.”
The effects of retail channel integration through the use of information technologies on firm performance (2012, background): “More firm-customer contact points in an integrated retail channel can improve multichannel service quality, thereby helping the firm retain its current market share (Palmer, 2006; Sousa and Voss, 2006).”