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

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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
EventBAM 2019 Conference - Aston University, Birmingham, United Kingdom
Duration: 3 Sep 20195 Sep 2019
https://www.bam.ac.uk/civicrm/event/info?id=3502

Conference

ConferenceBAM 2019 Conference
CountryUnited Kingdom
CityBirmingham
Period3/09/195/09/19
Internet address

Fingerprint

Service quality
Industry
Digital technology
Distributor
Purchasing process
Purchasing
Suppliers

Keywords

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

Cite this

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title = "What influence do digital technologies have on service quality in the U.K. promotional merchandise industry?",
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.",
keywords = "Digital technologies, Service quality, Promotional merchandise, Online touchpoints, Web-based platforms",
author = "Conlan, {Eileen Anne} and Pravin Balaraman and Heather Tarbert",
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language = "English",
booktitle = "BAM2019 Conference Proceedings",
publisher = "British Academy of Management",
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}

Conlan, EA, Balaraman, P & Tarbert, H 2019, What influence do digital technologies have on service quality in the U.K. promotional merchandise industry? in BAM2019 Conference Proceedings., 759, British Academy of Management, BAM 2019 Conference, Birmingham, United Kingdom, 3/09/19.

What influence do digital technologies have on service quality in the U.K. promotional merchandise industry? / Conlan, Eileen Anne; Balaraman, Pravin; Tarbert, Heather.

BAM2019 Conference Proceedings. British Academy of Management, 2019. 759.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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AB - 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.

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KW - Web-based platforms

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