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Research article

First published 2008-03

The use of service channels by citizens in the Netherlands: implications for multi-channel management

Willem Pieterson, Wolfgang Ebbers

International Review of Administrative Sciences

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Research article

First published 2020-11

Channel Habits and the Development of Successful Customer-Firm Relationships in Services

Jesús Cambra-Fierro, Iguácel Melero-Polo, Lia Patrício [...]

Journal of Service Research

Open access

Review article

First published 2020-1

The Diffusion of Discrete Event Simulation Approaches in Health Care Management in the Past Four Decades: A Comprehensive Review

Shiyong Liu, Yan Li, Konstantinos P. Triantis [...]

MDM Policy & Practice

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Research article

First published 2014-9

Managing Revenue across Retail Channels: The Interplay of Service Performance and Direct Marketing

Donald J. Lund, Detelina Marinova

Journal of Marketing

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Research article

First published 1999-6

Managing Electronic Channels: The KLM Cargo Cyberpets Case

Ellen Christiaanse, Robert-Jan Zimmerman

Journal of Information Technology

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Research article

First published 2016-03

Service Channel Choice for Supply Chain: Who is Better Off by Undertaking the Service?

Xiang Li, Yongjian Li, Xiaoqiang Cai [...]

Production and Operations Management

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Research article

First published 2014-8

Behavioral Consequences of Customer-Initiated Channel Migration

Sebastian Ackermann, Florian von Wangenheim

Journal of Service Research

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Research article

First published 2025-9

Customer Service Operations: A Gatekeeper Framework

Maqbool Dada, Brett Hathaway, Evgeny Kagan

Production and Operations Management

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Research article

First published 2016-2

Channel Choice in the 21st Century: The Hidden Role of Distribution Services

Roger R. Betancourt, Raquel Chocarro, Monica Cortiñas [...]

Journal of Interactive Marketing

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Research article

First published 2010-8

Managing Marketing Channel Multiplicity

Gerrit H. Van Bruggen, Kersi D. Antia, Sandy D. Jap [...]

Journal of Service Research

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