Professor Niall Piercy, PhD. Web: www.niallpiercy.com Email: niallpiercy@aol.com Online Service Failure and Propensity to Suspend Offline Consumption: The Downside of Multi-Channel Business Niall Piercy & Chris Archer-Brown 1 Published in: Service Industries Journal Full citation: Piercy, N. and Archer-Brown, C. (2014). Online service failure and propensity to suspend offline consumption. Service Industries Journal , 34, 8, 659-676. DOI:10.1080/02642069.2014.886192. Open access full text: http://tinyurl.com/obcet5a . Publisher link: http://tinyurl.com/o73j6sz This paper is released under the UK Open Access Framework. There may be very minor differences between this document and the published journal version due to changes and corrections at the print-proofing stage. All copyright for the material within this paper rests with the publishing journal. 1 Dr Chris Archer-Brown School of Management University of Bath Claverton Down Bath BA2 7AY United Kingdom Email: cjab20@bath.ac.uk