Statistical analysis of two customers samples for a retailer, one with a visit of the internet site the other not, showw that evaluation of perceived in-store quality is not different but that importances given to the dimensions are different amongst the two groups.
ROLLAND, S. and DESMET, P. (2006). Perceived Quality in a Multi-channel Environment: Impact of Website Visits on Perceived In-store Quality. In: Services Management - La Londes seminar. Services Management 2006. IAE Aix-en-Provence.