Ruyter, K. de

service channel customer communication consumer journal bene fits participation research action consideration marketing effect customer participation frame communication channel consideration situation information production message service production communication channels model communication channel category format behavior signi desire involvement framing speci result signi ficant interaction bene fit service provision focus management internet retailing technology service delivery delivery study level usage marketing research provision service situations marketing science respondent product intention service format type difference involvement category 0.01 perception science support context channel bene fits 0.01 p service production task retailer group percent choice availability outcome web site dabholkar ficant contact energy action frame speci fically relationship decision