000130993 001__ 130993 000130993 005__ 20240202151703.0 000130993 0247_ $$2doi$$a10.1016/j.jretconser.2021.102520 000130993 0248_ $$2sideral$$a123953 000130993 037__ $$aART-2021-123953 000130993 041__ $$aeng 000130993 100__ $$aCambra-Fierro, J. 000130993 245__ $$aShort-term and long-term effects of touchpoints on customer perceptions 000130993 260__ $$c2021 000130993 5060_ $$aAccess copy available to the general public$$fUnrestricted 000130993 5203_ $$aRecent literature highlights the importance of touchpoints, yet fails to test empirically their long-term effects on essential customer perceptions. This study assesses the short- and long-term impacts of different provider-controlled touchpoints on firm expertise, service reliability and service excellence. A random panel dataset of more than 2, 000 customers over five years is used to test the proposed model. The results confirm that sales force and product are crucial for long-term customer perceptions, while the effect of consulting, tangibles and standardized contacts is weaker over time. The findings of this managerial-oriented study reveal how the effectiveness of touchpoints changes over time. 000130993 536__ $$9info:eu-repo/grantAgreement/ES/DGA/S09$$9info:eu-repo/grantAgreement/ES/MICINN/ECO2017-83993-P 000130993 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc-nd$$uhttp://creativecommons.org/licenses/by-nc-nd/3.0/es/ 000130993 590__ $$a10.972$$b2021 000130993 591__ $$aBUSINESS$$b16 / 154 = 0.104$$c2021$$dQ1$$eT1 000130993 592__ $$a2.261$$b2021 000130993 593__ $$aMarketing$$c2021$$dQ1 000130993 594__ $$a11.4$$b2021 000130993 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion 000130993 700__ $$0(orcid)0000-0002-3119-5838$$aPolo-Redondo, Y.$$uUniversidad de Zaragoza 000130993 700__ $$0(orcid)0000-0001-5674-5536$$aTrifu, A.$$uUniversidad de Zaragoza 000130993 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados 000130993 773__ $$g61 (2021), 102520 [10 pp]$$pJ. retail. consum. serv.$$tJournal of Retailing and Consumer Services$$x0969-6989 000130993 8564_ $$s428049$$uhttps://zaguan.unizar.es/record/130993/files/texto_completo.pdf$$yPostprint 000130993 8564_ $$s817987$$uhttps://zaguan.unizar.es/record/130993/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint 000130993 909CO $$ooai:zaguan.unizar.es:130993$$particulos$$pdriver 000130993 951__ $$a2024-02-02-14:51:55 000130993 980__ $$aARTICLE