The effects of service on multichannel retailers ' brand equity

Ryan C. White (Department of Marketing, University of Wisconsin – La Crosse, La Crosse, Wisconsin, USA)
Sacha Joseph-Mathews (Eberhardt School of Business, University of the Pacific, Stockton, California, USA)
Clay M. Voorhees (Department of Marketing, Michigan State University, East Lansing, Michigan, USA)

Journal of Services Marketing

ISSN: 0887-6045

Publication date: 5 July 2013



This research aims to provide insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extend and test the efficacy of Baker ' s service environment typology in both offline and online service experiences.


A within-subjects, simulated shopping experience immerses consumers in both offline and online shopping environments and, subsequently, consumers are surveyed regarding both offline and online quality as well as aggregated evaluations of retailer brand equity.


Results demonstrate that consumer perceptions of offline and online service quality have a positive effect on retailer brand equity and service quality and e-service quality interact, such that e-service quality has a stronger effect on brand equity offline quality is low. The results also support the application of offline service environment frameworks for online retailing.

Research limitations/implications

The results demonstrate the applicability of Baker ' s typology in both online and offline environments and reveal that customer perceptions of offline and online operations can interact to affect global attitudes toward the retailer.

Practical implications

The results suggest that retailers can improve quality perceptions by enhancing both their offline and online service environments and that these quality improvements can result in enhanced consumer perceptions of brand equity.


This study provides a first look at the applicability of offline frameworks for the service environment in an online context. Moreover, the results provide an initial assessment of how consumers update global attitudes toward a brand by consolidating perceptions across both offline and online interactions.



Received 24 January 2012. Accepted 8 March 2012.


C. White, R., Joseph-Mathews, S. and M. Voorhees, C. (2013), "The effects of service on multichannel retailers ' brand equity", Journal of Services Marketing, Vol. 27 No. 4, pp. 259-270.

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