HIGHLIGHTS
- What: The study shows that quality relevance and performance vary significantly depending on the service channel. This paper is based on the following objective: assessing the relevance of quality and its impact on the performance of service organizations in three different types of service channels: digital, physical and omnichannel. TIHPS is furthermore suitable because the aim of the study is to achieve the greatest possible generality on a meta-level in examining differences between service channels. For this paper, KPIs with objective effects included time costs (TC) and outcome (OC), while KPIs with subjective effects were satisfaction . . .
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