Abstract
This paper aims to examine the influence digital technologies have on delivering and managing the service quality experience in relation to B2B customers purchasing promotional merchandise in the United Kingdom. The paper explores connections between service quality and the use of digital technologies throughout the purchasing process, from both supplier and distributor perspectives. The paper reflects on a wider research project that presents a conceptualised SERVQUAL model specific to the U.K. promotional merchandise industry.
| Original language | English |
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| Title of host publication | BAM2019 Conference Proceedings |
| Publisher | British Academy of Management |
| Number of pages | 10 |
| ISBN (Electronic) | 9780995641327 |
| Publication status | Published - 5 Sept 2019 |
| Event | 2019 British Academy of Management Conference: Building and Sustaining High Performance Organisations During Uncertain Times - Aston University, Birmingham, United Kingdom Duration: 3 Sept 2019 → 5 Sept 2019 https://www.bam.ac.uk/civicrm/event/info?id=3502 |
Conference
| Conference | 2019 British Academy of Management Conference |
|---|---|
| Abbreviated title | BAM 2019 |
| Country/Territory | United Kingdom |
| City | Birmingham |
| Period | 3/09/19 → 5/09/19 |
| Internet address |
Keywords
- Digital technologies
- Service quality
- Promotional merchandise
- Online touchpoints
- Web-based platforms