Understanding multi-channel banking customers
| dc.contributor.author | Cortiñas Ugalde, Mónica | |
| dc.contributor.author | Chocarro Eguaras, Raquel | |
| dc.contributor.author | Villanueva Orbaiz, María Luisa | |
| dc.contributor.department | Gestión de Empresas | es_ES |
| dc.contributor.department | Enpresen Kudeaketa | eu |
| dc.contributor.department | Institute for Advanced Research in Business and Economics - INARBE | en |
| dc.date.accessioned | 2025-01-28T20:01:51Z | |
| dc.date.available | 2025-01-28T20:01:51Z | |
| dc.date.issued | 2009-11-17 | |
| dc.date.updated | 2025-01-28T19:51:38Z | |
| dc.description.abstract | This paper contributes to the knowledge of the impact of the multi-channel strategy by analyzing its effects on one key aspect of the behavior of financial services customers. We analyze the factors influencing the extent of multi-channel shopping. Using a customer database, the study estimates one latent class regression model to control for heterogeneity, finding that customers' acquisition of diverse financial products and services and the total number of financial services are antecedents of multi-channel behavior. The study contributes a new measure to better assess the level of multi-channel consumer behavior. | en |
| dc.format.mimetype | application/pdf | en |
| dc.identifier.citation | Cortiñas, M., Chocarro, R., Villanueva, M.L. (2010) Understanding multi-channel banking customers. Journal of Business Research, 63(11), 1-7. https://doi.org/10.1016/j.jbusres.2009.10.020. | |
| dc.identifier.doi | 10.1016/j.jbusres.2009.10.020 | |
| dc.identifier.issn | 0148-2963 | |
| dc.identifier.uri | https://academica-e.unavarra.es/handle/2454/53137 | |
| dc.language.iso | eng | |
| dc.publisher | Elsevier | |
| dc.relation.ispartof | Journal of Business Research, 63(11), 2010, 1215-1221 | |
| dc.relation.publisherversion | https://doi.org/10.1016/j.jbusres.2009.10.020 | |
| dc.rights | © 2009 Elsevier Inc. This manuscript version is made available under the CC-BY-NC-ND 4.0 | |
| dc.rights.accessRights | info:eu-repo/semantics/openAccess | |
| dc.subject | Multi-channel behavior | en |
| dc.subject | Entropy | en |
| dc.subject | Financial services | en |
| dc.subject | Latent class regression | en |
| dc.title | Understanding multi-channel banking customers | en |
| dc.type | info:eu-repo/semantics/article | |
| dc.type.version | info:eu-repo/semantics/acceptedVersion | |
| dspace.entity.type | Publication | |
| relation.isAuthorOfPublication | 6730a5e7-4517-4bd5-98f7-153b481be60b | |
| relation.isAuthorOfPublication | c53c4f63-559c-4673-bbfc-fc4bdda8d291 | |
| relation.isAuthorOfPublication | 38b0d02a-4543-49f3-a7c0-047ecfda85e5 | |
| relation.isAuthorOfPublication.latestForDiscovery | 6730a5e7-4517-4bd5-98f7-153b481be60b |