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Article
Business
Yung-Shen Yen
Summary: This study explores how channel integration affects the usage intention in food delivery platform services through perceived value, and it also examines the moderating effects of personal innovativeness and experience on the relationships in the model.
ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
(2023)
Article
Business
Sara Quach et al.
Summary: This study investigated customers' emotional and behavioral responses to price promotion in omnichannel retailing. The findings indicate that consumers are more likely to feel surprised and less discontented when offered a higher discount. These emotions significantly impact their anticipated regret, and different discount levels influence patronage intention and omnichannel usage via emotional responses and anticipated regret. The study provides insights for retailers to increase the effectiveness of their sales promotion strategy.
ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
(2023)
Article
Green & Sustainable Science & Technology
Pinyi Yao et al.
Summary: This study aims to propose a universal model to predict consumers' continued intention to use O2O services and compare the differences between to-shop and to-home O2O consumers. The results indicate that habit, performance expectancy, confirmation, and offline facilitating conditions are the main predictors. Additionally, differences were found between to-shop and to-home consumers in terms of hedonic motivation, price value, and perceived risk.
Article
Business
Pedro Cuesta-Valino et al.
Summary: In the digital era, retail supermarkets face more complex commercial processes due to the improved offer of multiple shopping channels and changing shopping habits of customers. This research aims to design an omnichannel management model to enhance loyalty through digitalization strategies based on consumer experience. The findings confirm that emotional and rational consumer experiences play a crucial role in generating satisfaction and engagement with retail, indirectly impacting consumer loyalty.
JOURNAL OF BUSINESS RESEARCH
(2023)
Article
Business
Victor Chang et al.
Summary: The prevalence of IoT has enhanced healthcare business quality and customer experience, while omnichannel services have integrated online and offline channels to increase customer engagement. Healthcare wearable devices play a crucial role in connecting providers and patients in the omnichannel environment. However, ethical concerns and lack of studies on wearables in hospital supply chain management hinder market expansion. This study addresses these gaps by proposing a framework that integrates traditional statistical and machine learning approaches for data analysis and management of omnichannel healthcare supply chain businesses.
JOURNAL OF BUSINESS RESEARCH
(2023)
Article
Business
Xiaojian Hu et al.
Summary: The adoption of an offline-to-online recommendation strategy by multichannel retailers has a positive impact on both online and offline channels, increasing profits and mitigating channel conflict. The strategy creates a synergic effect for a decentralized retailer operating separate offline and online businesses.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2023)
Article
Business
Daniel K. Maduku et al.
Summary: This study examined factors underlying mobile shopping continuance intention among South African shoppers and found that usefulness, utilitarian value, and satisfaction significantly influenced mobile shopping continuance intention.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2023)
Review
Business
Kandarp Singh et al.
Summary: Motivated by the evolving technology-driven retail environment, researchers have studied various aspects of online consumer behavior over the past two decades. This article critically assesses the research gaps in this domain and provides future research directions using a systematic methodology. The findings indicate limited application of theories, with a focus on developed nations. Experimental and survey-based studies were common in terms of methodology. Future research is recommended to use combined theories and explore other categories such as online experiential luxury and second-hand products.
INTERNATIONAL JOURNAL OF CONSUMER STUDIES
(2023)
Article
Social Issues
Sajjad Nazir et al.
Summary: Digital technologies have had a significant impact on business practices and consumer behavior. This study examines the influence of artificial intelligence technology, consumer engagement on social media, conversion rate optimization, and satisfying consumer experience on consumer repurchase intentions in the hospitality industry. The findings show that artificial intelligence technology positively affects consumer engagement and conversion rate optimization. Similarly, consumer engagement and conversion rate positively influence satisfying consumer experience, leading to increased repurchase intentions. Consumer habit also plays a role in moderating the relationship between satisfying consumer experience and repurchase intention. This study provides insights into using artificial intelligence and social media to enhance consumer satisfaction and repurchase behavior, as well as suggestions for service business strategies.
TECHNOLOGY IN SOCIETY
(2023)
Article
Business
Marcelo Lisboa Pereira et al.
Summary: This study investigates impulse buying as a consumer behavior outcome in omnichannel retail. The findings suggest that channel integration and convenience have a positive influence on consumer empowerment and perceived value, which in turn affects customer satisfaction, trust, and impulse buying. The study highlights the importance of considering these factors in omnichannel retail strategies.
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
(2023)
Article
Information Science & Library Science
Yang Li et al.
Summary: This study investigates the psychological mediating mechanisms through which omnichannel integration influences customer word-of-mouth behaviors in omnichannel retailing. The findings suggest that perceived personal preference fit and perceived social relatedness play important mediating roles in influencing customer word-of-mouth behaviors.
INFORMATION TECHNOLOGY & PEOPLE
(2023)
Article
Information Science & Library Science
Sheng-Wei Lin et al.
Summary: This study investigates the impact of channel integration quality on customer stickiness in omnichannel retailing. The findings show that channel service transparency and perceived fluency influence relationship commitment, while content consistency, process consistency, and perceived fluency have significant effects on trust. Channel service configuration, although less influential, plays a foundation role in channel integration quality.
INFORMATION TECHNOLOGY & PEOPLE
(2023)
Article
Green & Sustainable Science & Technology
Hyo Geun Song et al.
Summary: Nowadays, consumers use various channels and information devices to purchase products and services. Omnichannel sales improve sales growth by providing businesses with multiple secure channels. This allows consumers to have more choices and economic advantages. Therefore, omnichannel facilitates economic sustainability as a major commerce platform. This study aims to identify the determinants of consumers' continued intention to use omnichannel. Data was collected from 262 consumers who have used omnichannel. Partial least squares structural equation modeling was used to analyze the empirical data. The study found that accessibility positively influences perceived ease of use, perceived usefulness, and relative advantage. Saving money has a positive effect on relative advantage. Perceived risk has a negative association with relative advantage. Continuance intention is influenced by relative advantage, attitude, subjective norms, and perceived behavioral control. The study contributes to the academic field by expanding the model combining technology and human behavior theories. It also provides practical implications for omnichannel practitioners to prioritize money saving, perceived risks, and relative advantages. To enhance the generalizability, future research should survey consumers in more countries. This work is a useful guide for the sustainability of the economy.
Article
Business
Francesca Serravalle et al.
Summary: Understanding consumers' behavioural responses is crucial for retailers to enhance the usage of augmented reality (AR). This study investigates the impact of product involvement on consumers' AR flow experience and behavioural intentions. The quantitative approach utilized data collected from August to September 2022. The findings show that product involvement plays a significant role in shaping consumers' AR flow experience and their intentions towards purchase, website visit, recommendation, and sharing.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2023)
Article
Business
Marta Massi et al.
Summary: Omnichannel is a customer-centric distribution model that aims to provide a seamless customer experience and communicate a consistent brand narrative across multiple touchpoints. This study examines the impact of omnichannel on customer experience, brand authenticity, and purchase intention. The results show that a seamless omnichannel customer experience significantly increases purchase intention and perception of brand authenticity. Brand authenticity is found to mediate the relationship between seamless customer experience and purchase intention. Additionally, brand untrustworthiness moderates the relationship between customer experience and brand authenticity. This study contributes to the literature on signaling theory and omnichannel and provides valuable insights for retailers in managing the omnichannel customer experience.
PSYCHOLOGY & MARKETING
(2023)
Article
Business
Dhananjay Jadhav et al.
Summary: This study aims to explore the antecedents of team alignment leading to team performance with mediation effects of trust, commitment and customer-service provider relationship, using social exchange theory as the basis. The study also examines the moderating role of relationship length. Findings show that customer control and team capability are the strongest antecedents of team alignment, and the inter-play between the customer-provider relationship with team-level constructs is also significant. The study highlights the importance of considering relational constructs in digital transformation strategies and contributes to the understanding of team performance in these projects.
JOURNAL OF BUSINESS & INDUSTRIAL MARKETING
(2023)
Article
Business
Yosafat Bangun et al.
Summary: This study focuses on the impact of job resources on employees' co-creation intention, considering employee satisfaction, engagement, and self-construal affect as mediators, and optimism and pro-social behavior as moderators. The survey questionnaire responses from service employees in Indonesia and Singapore were analyzed with the PLS method. The study found that most job resource indicators significantly influence employees' co-creation intention, and optimism and pro-social behavior moderate the relationships between job support, vigor, and absorption. There is a partial mediation effect in the employee satisfaction-engagement relationship. Self-efficacy and self-construal affect have a greater influence on co-creation intention than satisfaction or engagement.
JOURNAL OF SERVICE THEORY AND PRACTICE
(2023)
Article
Management
Thamaraiselvan Natarajan et al.
Summary: This research explores the impact of integrated store service quality (ISSQ) on omnichannel shoppers' shopping experience, psychological ownership, and word-of-mouth behaviors. The results show that ISSQ positively affects customers' shopping experience and psychological ownership, influencing their face-to-face, online, and social media word-of-mouth behaviors through different customer experience dimensions. Additionally, the moderating effects of customer perceived value and retailer relationship investment on the relationship between ISSQ and different word-of-mouth behaviors are also examined.
Article
Business
Jie Wei et al.
Summary: Showrooming is a threat to traditional retailers, where customers assess products in stores but buy them from online retailers at lower prices. To combat this, many retailers have implemented price matching. In response, online retailers have started selling differentiated products to weaken the advantage of showrooming. A duopoly game is constructed to study the profitability of product differentiation and price matching, showing that differentiation benefits online retailers when their product is more popular, but can also be successful when their product is less popular if price matching is involved.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2023)
Article
Business
Chunhua Sun et al.
Summary: This study examines the effects of augmented reality features on reducing product uncertainty and influencing product attitude. The results suggest that augmented reality can decrease uncertainty by increasing perceived informativeness, sense of presence, and mental imagery.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Ya Ping Chang et al.
Summary: Delivering a superior seamless experience (SE) for customers has become crucial for omnichannel retailers; however, research lacks a common understanding of SE and its effects on customer behaviors. This study develops a scale to measure SE and finds that it has a significant impact on repurchase intention, word of mouth, and customer influence behavior in the omnichannel context. Managers can use the SE scale to design seamless shopping journeys and maintain long-term relationships with customers.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Michael Flacandji et al.
Summary: This study finds a positive and direct impact of retailer app use on loyalty, as well as a mediation effect through utilitarian and hedonic shopping values. The research highlights the moderating role of deal proneness in the mediation effect of shopping values between app use and loyalty, showing a significant increase in shopping value for deal-prone customers.
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
(2022)
Article
Business
Min Zhang et al.
Summary: This study aims to understand customers' expectations of integrated brick-and-mortar stores in omni-channel retailing and develop a measurement scale for assessing in-store service quality. The proposed scale includes seven dimensions and their relationships with customer satisfaction and loyalty are validated. The results highlight the importance of product information consistency for customer satisfaction and the contribution of personalization to customer loyalty.
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
(2022)
Article
Psychology, Multidisciplinary
Saifeddin Alimamy et al.
Summary: This study examines the impact of personalization on intentions to co-create value when using AR technology and web-based stores. The results show that perceived personalization significantly predicts value co-creation intention for website-based shopping, but not for AR-powered shopping. Trust and risk mediate the relationship between perceived personalization and intention to co-create value within the AR group, with perceived value moderating the relationship between perceived personalization and risk.
COMPUTERS IN HUMAN BEHAVIOR
(2022)
Article
Business
Syed Mahmudur Rahman et al.
Summary: This study aims to measure customer experiences in omnichannel retail contexts. It proposes a comprehensive measurement instrument that integrates different theoretical models to explain and assess customers' perception and evaluation of omnichannel retail experiences. The measurement instrument has been tested for reliability and validity and demonstrates predictive power for customer behavior.
JOURNAL OF RETAILING
(2022)
Article
Business
Purushottam Meena et al.
Summary: Omnichannel retailing has a significant impact on supply chain profit and price competition. The adoption of a return policy by retailers can increase supply chain profit, and manufacturers using the TSBO retail model can achieve higher profits.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Jun-Hwa Cheah et al.
Summary: Omnichannel retailing, which focuses on seamless interaction between retailers and consumers, has gained recognition. However, privacy concerns remain a delicate issue that may hinder its growth. This study investigates consumer behavior in omnichannel retailing and examines the moderating effect of privacy concerns. The findings highlight the importance of channel integration, consumer empowerment, and privacy concern mitigation in establishing trust and influencing patronage intention.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Eric Holdack et al.
Summary: This article discusses the importance of augmented reality smart glasses in retailing and highlights the impact of perceived enjoyment and perceived informativeness on usage intention. It proposes an extended technology acceptance model to predict future adoption.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Xin-Jean Lim et al.
Summary: This study investigates the effects of different types of retailers on consumer perceptions of channel integration (CPCI) and consumer empowerment, trust, satisfaction, and patronage intention in an omni-channel environment. The findings show that different types of retailers have varying influences on consumers when patronizing omni-channel retail businesses.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Yaping Chang et al.
Summary: This study explores customers' omnichannel continuance intention and the differences between planned and unplanned purchases from the perspective of perceived value. The results indicate that perceived values, particularly hedonic value, positively impact customers' omnichannel continuance intention through attitude. The study highlights the importance of providing hedonic and social value in the entire shopping process and considering customers' purchase plans when offering utilitarian value.
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
(2022)
Article
Green & Sustainable Science & Technology
Sudarsan Jayasingh et al.
Summary: This research identifies the determinants of omnichannel shopping intention for sporting goods and finds that performance expectancy, social influence, effort expectancy, hedonic motivation, habit, and perceived value have an influence on omnichannel shopping intention. Performance expectancy emerges as the major contributor, followed by hedonic motivation, habit, perceived value, effort expectancy, and social influence. The study also analyzes the moderating effect of gender and finds significant differences in the effects of performance expectancy, habit, perceived compatibility, and hedonic motivation on omnichannel shopping intention.
Article
Business
Qi Li et al.
Summary: This study empirically examines the impact of retailers' store density at different distances on customers' buy-online-and-pick-up-in-store (BOPS) adoption behavior. The findings show that medium-distance store density has a significant positive effect on BOPS adoption, while short-distance store density has a negative influence. Additionally, channel preference and online purchase experience moderate the effects of store density on BOPS adoption.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Chin-Ching Yin et al.
Summary: This research examines the impact of key elements of omnichannel on brand experiences and customer retention through online surveys. It finds that omnichannel elements are helpful in retaining customers, but their influence on brand experiences varies and is affected by purchase behavior.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Prashant Chaudhary et al.
Summary: The study found that perceived usefulness significantly influences the continuance intention towards omni-channels. perceived ease of use has no significant impact on the continuance intention towards omni-channels, and it also does not have a significant effect on perceived usefulness. The cost effectiveness and customer engagement of omni-channel have a significant impact on the continuance intention of its use. Lastly, continuance intention towards usage of omni-channel significantly impacts the actual use of omni-channel.
Article
Business
Man Lai Cheung et al.
Summary: This study examines the impact of consumer-consumer interaction and consumer-brand interaction on consumer-brand engagement, finding that cognitive engagement drives ongoing search behavior, while emotional and behavioral engagement predict repurchase intention. The findings provide insights for marketers to effectively manage consumer participation on social media platforms.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2021)
Article
Business
Mengjia Gao et al.
Summary: This study investigated how omnichannel integration quality affects customer loyalty through customer engagement and relationship program receptiveness, and confirmed the relationship between customer engagement and relationship program receptiveness in omnichannel retailing. The results showed that providing a seamless, consistent and reassuring environment can facilitate customer engagement and ultimately gain customer loyalty.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2021)
Article
Social Issues
Lanhui Cai et al.
Summary: The study investigates consumer usage behavior of logistics technologies, finding that both rational and irrational factors collectively influence consumer behavior, and the key driving factors of consumer usage behavior vary across different logistics technologies.
TECHNOLOGY IN SOCIETY
(2021)
Article
Green & Sustainable Science & Technology
Mitxel Cotarelo et al.
Summary: Omni-channel retailing is crucial for consumer experience, where intensity and shopping value directly influence consumer satisfaction and loyalty.
Article
Green & Sustainable Science & Technology
Yini Chen et al.
Summary: This study examines the effects of channel integration on consumers' internal evaluations, which in turn influence their intentions to use certain types of omni-channel shopping methods. The results show that the six types of channel integration significantly impact consumers' shopping intentions, and the proposed model provides satisfactory explanatory power.
Article
Business
Nisreen Ameen et al.
Summary: The transition from multichannel to omnichannel retailing requires a better conceptualisation of customer experience in smart shopping malls. This study proposes the SSMCE model, highlighting the importance of physical environment and personal interaction in omnichannel experiences, as well as key aspects of virtual environment encounters such as interface design and trust.
JOURNAL OF SERVICES MARKETING
(2021)
Review
Business
Ruchi Mishra et al.
Summary: The emergence of omnichannel retailing has fundamentally changed consumer expectations and decision-making processes in traditional e-commerce business. Despite the sporadic and fragmented nature of current literature on omnichannel retailing, this paper aims to provide a comprehensive and concise state of the art literature review. By examining consumer behavior within the omnichannel retailing context using the cognitive-affective-conative model, the study highlights promising avenues for future research in understanding the relationship between omnichannel retailing and consumer decision-making.
INTERNATIONAL JOURNAL OF CONSUMER STUDIES
(2021)
Article
Computer Science, Information Systems
Tzyh-Lih Hsia et al.
INFORMATION & MANAGEMENT
(2020)
Article
Business
Olli Tyrvainen et al.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2020)
Article
Business
Patricia J. Schneider et al.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2020)
Article
Information Science & Library Science
Yongqiang Sun et al.
INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT
(2020)
Article
Business
Paula Rodriguez-Torrico et al.
JOURNAL OF MARKETING MANAGEMENT
(2020)
Article
Business
Tasnim M. Taufique Hossain et al.
INDUSTRIAL MARKETING MANAGEMENT
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Article
Computer Science, Interdisciplinary Applications
Zoran Kalinic et al.
JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
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Management
Min Zhang et al.
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
(2019)
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Information Science & Library Science
Virginia Vannucci et al.
INFORMATION TECHNOLOGY & PEOPLE
(2019)
Article
Computer Science, Interdisciplinary Applications
Manel Hamouda
JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
(2019)
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Business
Johra Kayeser Fatima et al.
JOURNAL OF SERVICE THEORY AND PRACTICE
(2019)
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Management
Rupa Rathee et al.
JOURNAL OF ADVANCES IN MANAGEMENT RESEARCH
(2019)
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Computer Science, Artificial Intelligence
Xiao-Liang Shen et al.
DECISION SUPPORT SYSTEMS
(2018)
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Business
Rita Di Mascio et al.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2018)
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Business
Ipek Kazancoglu et al.
INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
(2018)
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Business
Elodie Hure et al.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2017)
Article
Computer Science, Interdisciplinary Applications
Jorg Henseler et al.
INDUSTRIAL MANAGEMENT & DATA SYSTEMS
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Article
Business
Shih-Wei Chou et al.
INFORMATION SYSTEMS AND E-BUSINESS MANAGEMENT
(2016)
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Social Sciences, Mathematical Methods
Rodrigo A. Asun et al.
SOCIOLOGICAL METHODS & RESEARCH
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Business
Mohammed Ismail El-Adly et al.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2016)
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Computer Science, Information Systems
Ned Kock
INTERNATIONAL JOURNAL OF E-COLLABORATION
(2015)
Article
Business
Peter C. Verhoef et al.
JOURNAL OF RETAILING
(2015)
Article
Information Science & Library Science
Meng-Hsiang Hsu et al.
INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT
(2015)
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Computer Science, Artificial Intelligence
Chao-Min Chiu et al.
DECISION SUPPORT SYSTEMS
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Review
Business
Joseph F. Hair et al.
LONG RANGE PLANNING
(2012)
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Business
Xinshu Zhao et al.
JOURNAL OF CONSUMER RESEARCH
(2010)
Review
Computer Science, Information Systems
Moez Limayem et al.
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Computer Science, Information Systems
Mohamed Khalifa et al.
EUROPEAN JOURNAL OF INFORMATION SYSTEMS
(2007)
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W van Dolen et al.
JOURNAL OF BUSINESS RESEARCH
(2004)
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Psychology, Mathematical
KJ Preacher et al.
BEHAVIOR RESEARCH METHODS INSTRUMENTS & COMPUTERS
(2004)
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JC Sweeney et al.
JOURNAL OF RETAILING
(2001)
Article
Psychology, Social
H Aarts et al.
JOURNAL OF PERSONALITY AND SOCIAL PSYCHOLOGY
(2000)
