{"id":"https://openalex.org/W2994519833","doi":"https://doi.org/10.1016/j.jbusres.2019.10.041","title":"How to measure quality in multi-channel retailing and not die trying","display_name":"How to measure quality in multi-channel retailing and not die trying","publication_year":2019,"publication_date":"2019-12-06","ids":{"openalex":"https://openalex.org/W2994519833","doi":"https://doi.org/10.1016/j.jbusres.2019.10.041","mag":"2994519833"},"language":"en","primary_location":{"id":"doi:10.1016/j.jbusres.2019.10.041","doi":"https://doi.org/10.1016/j.jbusres.2019.10.041","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2019.10.041","pdf_url":null,"source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://oa.upm.es/78732/","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5004507897","display_name":"Emiliano Acquila-Natale","orcid":"https://orcid.org/0000-0003-2164-8386","observed_orcids":["https://orcid.org/0000-0003-2164-8386"]},"institutions":[{"id":"https://openalex.org/I88060688","display_name":"Universidad Polit\u00e9cnica de Madrid","ror":"https://ror.org/03n6nwv02","country_code":"ES","type":"education","lineage":["https://openalex.org/I88060688"]}],"countries":["ES"],"is_corresponding":true,"raw_author_name":"Emiliano Acquila-Natale","raw_affiliation_strings":["Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Escuela T\u00e9cnica Superior de Ingenieros de Telecomunicaci\u00f3n, Universidad Polit\u00e9cnica de Madrid, Av. Complutense 30, Madrid 28040, Spain"],"raw_orcid":"https://orcid.org/0000-0003-2164-8386","affiliations":[{"raw_affiliation_string":"Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Escuela T\u00e9cnica Superior de Ingenieros de Telecomunicaci\u00f3n, Universidad Polit\u00e9cnica de Madrid, Av. Complutense 30, Madrid 28040, Spain","institution_ids":["https://openalex.org/I88060688"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5061618974","display_name":"Santiago Igles\u00edas-Pradas","orcid":"https://orcid.org/0000-0003-1133-2687","observed_orcids":["https://orcid.org/0000-0003-1133-2687"]},"institutions":[{"id":"https://openalex.org/I88060688","display_name":"Universidad Polit\u00e9cnica de Madrid","ror":"https://ror.org/03n6nwv02","country_code":"ES","type":"education","lineage":["https://openalex.org/I88060688"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Santiago Iglesias-Pradas","raw_affiliation_strings":["Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Escuela T\u00e9cnica Superior de Ingenieros de Telecomunicaci\u00f3n, Universidad Polit\u00e9cnica de Madrid, Av. Complutense 30, Madrid 28040, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Departamento de Ingenier\u00eda de Organizaci\u00f3n, Administraci\u00f3n de Empresas y Estad\u00edstica, Escuela T\u00e9cnica Superior de Ingenieros de Telecomunicaci\u00f3n, Universidad Polit\u00e9cnica de Madrid, Av. Complutense 30, Madrid 28040, Spain","institution_ids":["https://openalex.org/I88060688"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5004507897"],"corresponding_institution_ids":["https://openalex.org/I88060688"],"apc_list":{"value":2100,"currency":"USD","value_usd":2100},"apc_paid":null,"fwci":6.8901,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.96212903,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":"109","issue":null,"first_page":"38","last_page":"48"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.006800000090152025,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/multi-channel-retailing","display_name":"multichannel retailing","score":0.9539999961853027},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7400000095367432},{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9879999756813049},{"id":"https://openalex.org/keywords/retail-experience","display_name":"retail experience","score":0.9520000219345093},{"id":"https://openalex.org/keywords/delivery-options","display_name":"delivery options","score":0.5839999914169312},{"id":"https://openalex.org/keywords/retail-architecture","display_name":"retail architecture","score":0.7450000047683716},{"id":"https://openalex.org/keywords/security-and-privacy","display_name":"privacy and security","score":0.9330000281333923},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.9869999885559082},{"id":"https://openalex.org/keywords/shopper-behavior","display_name":"shopper behavior","score":0.4339999854564667}],"concepts":[{"id":"https://openalex.org/C127162648","wikidata":"https://www.wikidata.org/wiki/Q16858953","display_name":"Channel (broadcasting)","level":2,"score":0.7251073718070984},{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.7167420387268066},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.7140087485313416},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6057484745979309},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.6025821566581726},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5208771228790283},{"id":"https://openalex.org/C530175646","wikidata":"https://www.wikidata.org/wiki/Q11460","display_name":"Clothing","level":2,"score":0.5184899568557739},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.49091655015945435},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.4890526235103607},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45440879464149475},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4357334077358246},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.42639389634132385},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.41563618183135986},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.34831690788269043},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.1417754888534546},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0642564594745636},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1016/j.jbusres.2019.10.041","doi":"https://doi.org/10.1016/j.jbusres.2019.10.041","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2019.10.041","pdf_url":null,"source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},{"id":"pmh:oai:hispana.mcu.es:61105657","doi":null,"is_oa":true,"landing_page_url":"https://oa.upm.es/78732/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196108","display_name":"Hispana","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Journal of Business Research, 2020-03, Vol. 109","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:RePEc:eee:jbrese:v:109:y:2020:i:c:p:38-48","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0148296319306290","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:oa.upm.es:78732","doi":null,"is_oa":true,"landing_page_url":"https://oa.upm.es/78732/","pdf_url":null,"source":{"id":"https://openalex.org/S4306402421","display_name":"Archivo Digital UPM (Universidad Polit\u00e9cnica de Madrid)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I88060688","host_organization_name":"Universidad Polit\u00e9cnica de Madrid","host_organization_lineage":["https://openalex.org/I88060688"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Business Research, 2020-03, Vol. 109","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:hispana.mcu.es:61105657","doi":null,"is_oa":true,"landing_page_url":"https://oa.upm.es/78732/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196108","display_name":"Hispana","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Journal of Business Research, 2020-03, Vol. 109","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":46,"referenced_works":["https://openalex.org/W157555689","https://openalex.org/W195845004","https://openalex.org/W302582790","https://openalex.org/W1563791530","https://openalex.org/W1572145800","https://openalex.org/W1689771227","https://openalex.org/W1804862048","https://openalex.org/W1903476977","https://openalex.org/W1913957972","https://openalex.org/W1970439913","https://openalex.org/W1983600202","https://openalex.org/W2001607193","https://openalex.org/W2008228654","https://openalex.org/W2026216899","https://openalex.org/W2026368098","https://openalex.org/W2027725627","https://openalex.org/W2036299635","https://openalex.org/W2037119104","https://openalex.org/W2046752514","https://openalex.org/W2047036688","https://openalex.org/W2055077282","https://openalex.org/W2084463045","https://openalex.org/W2086915405","https://openalex.org/W2087750581","https://openalex.org/W2095743576","https://openalex.org/W2099078684","https://openalex.org/W2150045466","https://openalex.org/W2150441556","https://openalex.org/W2151694441","https://openalex.org/W2160251866","https://openalex.org/W2163550632","https://openalex.org/W2164667192","https://openalex.org/W2249595199","https://openalex.org/W2577037590","https://openalex.org/W2748363355","https://openalex.org/W2766696178","https://openalex.org/W2767192956","https://openalex.org/W2898428271","https://openalex.org/W2932892917","https://openalex.org/W3015634246","https://openalex.org/W3020829595","https://openalex.org/W3119471479","https://openalex.org/W3122589703","https://openalex.org/W4235678817","https://openalex.org/W6634098953","https://openalex.org/W7018157685"],"related_works":["https://openalex.org/W7058337432","https://openalex.org/W3000762813","https://openalex.org/W2248284312","https://openalex.org/W2619136897","https://openalex.org/W2769344627","https://openalex.org/W7020693766","https://openalex.org/W2013573068","https://openalex.org/W7133500087","https://openalex.org/W2285909135","https://openalex.org/W1544247046"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":6}],"updated_date":"2026-10-24T09:50:30.924529","created_date":"2019-12-13T00:00:00"}