What risks and opportunities are entailed for a retail service firm in adding electronic channels of delivery

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What risks and opportunities are entailed for a retail service firm in adding electronic channels of delivery

(a) paralleling a channel involving physical stores, or

(b) replacing the physical stores with a combined Internet and call center channel? Give examples.

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Services Marketing People Technology Strategy

ISBN: 9781944659011

8th Edition

Authors: Jochen Wirtz, Christopher Lovelock

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