What influence do digital technologies have on service quality in the U.K. promotional merchandise industry?

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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 languageEnglish
Title of host publicationBAM2019 Conference Proceedings
PublisherBritish Academy of Management
Number of pages10
ISBN (Electronic)9780995641327
Publication statusPublished - 5 Sep 2019
Event2019 British Academy of Management Conference: Building and Sustaining High Performance Organisations During Uncertain Times - Aston University, Birmingham, United Kingdom
Duration: 3 Sep 20195 Sep 2019
https://www.bam.ac.uk/civicrm/event/info?id=3502

Conference

Conference2019 British Academy of Management Conference
Abbreviated titleBAM 2019
CountryUnited Kingdom
CityBirmingham
Period3/09/195/09/19
Internet address

Keywords

  • Digital technologies
  • Service quality
  • Promotional merchandise
  • Online touchpoints
  • Web-based platforms

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