A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2021.102550
Abstract: Abstract In light of the complex customer behaviour and customer journeys in omnichannel retailing, this study aims to investigate customer co-creation behaviour, customer response and customer experiential values as critical aspects of the customer journey,… read more here.
Keywords: journey satisfaction; customer journey; customer; journey ... See more keywords
The influence of return channel type on the relationship between return service quality and customer loyalty in omnichannel retailing
Sign Up to like & getrecommendations! Published in 2023 at "Journal of Enterprise Information Management"
DOI: 10.1108/jeim-02-2021-0073
Abstract: PurposeThis study investigates the impacts of return channel type on the relationships between return service quality (RSQ) and customer loyalty (CL) in an omnichannel retailing environment.Design/methodology/approachData comes from Chinese customers having a return experience in… read more here.
Keywords: relationship; return; service; customer ... See more keywords
An Omnichannel Retailing Operation for Solving Joint Inventory Replenishment Control and Dynamic Pricing Problems From the Perspective of Customer Experience
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DOI: 10.1109/access.2023.3244400
Abstract: Customer experience, a key element in the domain of omnichannel retailing, plays a vital role in attracting consumers. Implementing a new BOPS (buy online, pick up in store) strategy will not only affect the inventory… read more here.
Keywords: inventory; pricing; customer experience; control ... See more keywords
The Value of Rapid Delivery in Omnichannel Retailing
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DOI: 10.25384/sage.c.4565612.v2
Abstract: The authors study how faster delivery in the online channel affects sales within and across channels in omnichannel retailing. The authors leverage a quasi-experiment involving the opening of a new... read more here.
Keywords: delivery omnichannel; rapid delivery; value rapid; omnichannel retailing ... See more keywords
Predicting review helpfulness in the omnichannel retailing context: An elaboration likelihood model perspective
Sign Up to like & getrecommendations! Published in 2022 at "Frontiers in Psychology"
DOI: 10.3389/fpsyg.2022.958386
Abstract: As increasingly retail enterprises have adopted the omnichannel retailing strategy, both online-generated and offline-generated reviews should be considered to better understand the helpfulness of online reviews in the omnichannel retailing context. Drawing on the Elaboration… read more here.
Keywords: helpfulness; review; omnichannel retailing; retailing context ... See more keywords
Consumer Motivations for Adopting Omnichannel Retailing: A Safety-Driven Perspective in the Context of COVID-19
Sign Up to like & getrecommendations! Published in 2022 at "Frontiers in Public Health"
DOI: 10.3389/fpubh.2021.708199
Abstract: This study aims to understand the influence of COVID-19 on consumers' fears and self-protection motivations. Furthermore, the study seeks to understand the effects of these fears and motivations on consumers' intentions to use omnichannel retailing.… read more here.
Keywords: consumer motivations; retailing; motivations adopting; covid ... See more keywords