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This paper argues that the advent of multi-channel environments, incorporating ICT-mediated channels, necessitates a reinterpretation of the 'line of visibility' found in the service quality literature. In a multi-channel environment, inconsistency or service breakdowns above the line of visibility gives a negative impression of organisational competence below the line. Many face-to-face contact points have been replaced by ICT-mediated contact points, and this gives a transparency to the linedoi:10.1109/hicss.2006.207 dblp:conf/hicss/TateHJ06 fatcat:ddquskmaxzf6tf6it4nv7jxe64