Abstract
The choice of sales channels and partners is among the most important strategic decisions firms make, involving high business risk with a significant degree of lock-in. Adding or eliminating channels, or making significant format changes, is often very difficult once a particular distribution system has been selected, due to restructuring costs, channel conflict, process coordination, etc. In addition, the distribution system strongly influences all aspects of customers’ sales and after-sales experience; network density directly increases market awareness and purchasing rates (especially for low-involvement products), while reputation, consideration and loyalty are heavily influenced by the appearance and quality of the customer interface.
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© 2003 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden
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Jullens, J., Smend, P. (2003). Multi-Channel Management — the Future of Automotive Retailing?. In: Ahlert, D., Hesse, J., Jullens, J., Smend, P. (eds) Multikanalstrategien. Gabler Verlag. https://doi.org/10.1007/978-3-322-90467-6_4
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DOI: https://doi.org/10.1007/978-3-322-90467-6_4
Publisher Name: Gabler Verlag
Print ISBN: 978-3-322-90468-3
Online ISBN: 978-3-322-90467-6
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