Journal articles: 'Multichannel shopping'

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Harris, Patricia. "Multichannel shopping well-being: a narrative-based examination." Qualitative Market Research: An International Journal 20, no. 3 (June 12, 2017): 354–69. http://dx.doi.org/10.1108/qmr-06-2016-0055.

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Purpose The purpose of this research is to investigate whether and how shopping well-being emerges from multichannel shopping. The multichannel shopper has more choice of where, when and how to shop, and could potentially experience greater shopping well-being than the single-channel equivalent. On the other hand, it is possible that multichannel shopping creates levels of complexity for consumers in terms of their channel decision processes, and therefore, the potential increase in shopping well-being may not actually occur. Design/methodology/approach An interpretive approach is adopted and narratives are used to provide a focus on the multichannel shopper’s lived experiences. Narrative generation was conducted with 12 participant shoppers from across the UK in March and April 2016. Findings Multichannel retailing does not deliver universally enhanced shopping well-being. Findings suggest that while well-being is enhanced by some aspects of multichannel shopping, diminished well-being is a more frequent outcome. Six themes emerged from the narratives delineating aspects of multichannel shopping which diminish well-being: finding what you want; ease and flexibility; staying in control; getting a fair deal; pleasure and fulfilment; guilt, regret and annoyance. Originality/value This research makes three contributions to our understanding of shopping well-being: by providing more in-depth insight than previous studies, by examining all shopping activity rather than recreational/discretionary shopping and by examining shopping well-being from a multichannel rather than single-channel perspective.

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Chiou, Jyh-Shen, Szu-Yu Chou, and George Chung-Chi Shen. "Consumer choice of multichannel shopping." Internet Research 27, no. 1 (February 6, 2017): 2–20. http://dx.doi.org/10.1108/intr-08-2013-0173.

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Purpose Consumers display complex shopping behaviors in the multichannel environment, which includes traditional retail stores and the internet. The purpose of this paper is to examine the effects of the customer-sales associate relationship, customers’ receptiveness to online store shopping, and their interaction effects on the customer’s attitude toward multichannel shopping behavior when the firm decides to establish an online store as the online channel. The authors also examine how customers’ multichannel shopping behavior affects their future spending intentions. Design/methodology/approach Survey data were collected by soliciting 231 customers who purchased cosmetics in department stores within the past three months. Subjects were asked to give their overall evaluation of their offline and online shopping experiences in the last three months. Findings Results show that the customer-sales associate relationship significantly reduces customers’ attitude toward searching offline but purchasing online. Receptiveness to online store shopping has significant effects on customers’ attitude toward multichannel shopping behaviors regardless of whether they search or purchase via the online channel. The customer-sales associate relationship also moderates the relationship between customers’ receptiveness to online store shopping and multichannel shopping behaviors. Finally, unlike other types of online and offline multichannel shoppers who display higher future spending intentions when the physical store decides to open an online store, those who prefer physical stores for both information searching and product purchasing display lower spending intentions. Originality/value To the best of the authors’ knowledge, this paper is the first to use customer-sales associate relationships to investigate consumers’ attitude toward multichannel shopping behavior. The findings provide meaningful implications for service providers that use sales associates to increase consumers’ value via face-to-face service, but find it challenging to go online.

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Venkatesan, Rajkumar, V. Kumar, and Nalini Ravishanker. "Multichannel Shopping: Causes and Consequences." Journal of Marketing 71, no. 2 (April 2007): 114–32. http://dx.doi.org/10.1509/jmkg.71.2.114.

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Chen, Ja-Shen, Hung-Tai Tsou, Cindy Yunhsin Chou, and Ciou-Hua Ciou. "Effect of multichannel service delivery quality on customers’ continued engagement intention." Asia Pacific Journal of Marketing and Logistics 32, no. 2 (October 4, 2019): 473–94. http://dx.doi.org/10.1108/apjml-12-2018-0508.

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Purpose Drawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to examine the relationships among multichannel service delivery quality (MSDQ), customer experiences, continued engagement intentions and customer involvement. Design/methodology/approach A research model with five hypotheses was proposed. Data were collected from 911 Taiwanese consumers who had a minimum of two years of multichannel shopping experience. The consumers were asked to complete a survey about their experience with MSDQ. Structural equation modelling was adopted to analyse the data. Findings The results of the analysis suggest that MSDQ positively impacts customer experiences, which in turn influence their continued engagement intentions. Furthermore, the analysis found that customer involvement positively moderates the effects of MSDQ on customer experiences. Research limitations/implications This study adopts the customer experience view to examine the effect of a holistic MSDQ design (including information transparency and accessibility and channel integration) on continued engagement intentions. By integrating a different conceptual lens, this study investigates the relationships among multichannel service quality, customer experiences and customer involvement, which adds alternative insights to the existing findings. Practical implications Managers must provide approaches to enhance the customer experiential values of utilitarianism, aesthetic appeal and playfulness; facilitate the information flow to be transparent and easily accessible; and provide different degrees of service based on customers’ experiences with their multichannel services to satisfy all consumers’ shopping needs. Originality/value The literature has focussed primarily on service providers’ technology capabilities and resources to design multichannel delivery systems. However, this study develops an MSDQ model and investigates its effects on customers’ experiences and continued engagement intentions.

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Lee, Hyun‐Hwa, and Jihyun Kim. "Gift shopping behavior in a multichannel retail environment." International Journal of Retail & Distribution Management 37, no. 5 (April 24, 2009): 420–39. http://dx.doi.org/10.1108/09590550910954919.

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Kim, Jihyun, and Hyun-Hwa Lee. "“I Love the Value From Shopping at Mass Merchants!” Consequences of Multichannel Shopping Value." Journal of Marketing Channels 21, no. 1 (January 2014): 18–30. http://dx.doi.org/10.1080/1046669x.2013.830801.

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Mahrous, Abeer A., and Salah S. Hassan. "Achieving Superior Customer Experience: An Investigation of Multichannel Choices in the Travel and Tourism Industry of an Emerging Market." Journal of Travel Research 56, no. 8 (November 15, 2016): 1049–64. http://dx.doi.org/10.1177/0047287516677166.

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The travel and tourism industry is seeking to achieve consistently seamless experience for customers to stay connected with brands. This study offers an analysis of the interconnected customer experience journey based on an understanding of multichannel behavior. In particular, it identifies the psychographic and sociodemographic factors associated with three segments of multichannel consumers: multichannel shoppers, multichannel searchers, and store-prone shoppers of the travel and tourism industry. Data from a sample of 315 customers from the travel and tourism sector in Egypt were collected and analyzed using multinomial logistic regression. The findings indicate that psychographic variables (shopping enjoyment, convenience seeking, customer innovativeness, perceived risk, Internet experience, frequency of travel, and channel experience) and some demographic variables (i.e., age and income) distinguish among the categories of multichannel shoppers, multichannel searchers, and store-prone shoppers. The study concludes with useful insights into the potential for developing multichannel strategy to achieve superior customer experience.

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Kumar, V., and Rajkumar Venkatesan. "Who are the multichannel shoppers and how do they perform?: Correlates of multichannel shopping behavior." Journal of Interactive Marketing 19, no. 2 (January 2005): 44–62. http://dx.doi.org/10.1002/dir.20034.

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Oh, Hyunjoo, and Kyoung‐Nan Kwon. "An exploratory study of sales promotions for multichannel holiday shopping." International Journal of Retail & Distribution Management 37, no. 10 (September 4, 2009): 867–87. http://dx.doi.org/10.1108/09590550910988048.

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Singh, Shekhar, and Sandeep Srivastava. "Engaging consumers in multichannel online retail environment." Journal of Modelling in Management 14, no. 1 (February 11, 2019): 49–76. http://dx.doi.org/10.1108/jm2-09-2017-0098.

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Purpose With India becoming world’s second largest user of smartphones (Ming, 2017) and with more users adopting mobile devices for online shopping, Indian online retailers now have to manage mobile channel in addition to existing traditional channel (of computers). Hence, the purpose of this study is to investigate the mapping of product characteristics with individual channel capabilities and its effect on online consumer behaviour, so that e-tailers can create enhanced online shopping experience for consumers. Design/methodology/approach A comprehensive research model is developed on the basis of the knowledge gained from multichannel retailing and e-commerce literature. Then, the model is empirically tested, with primary data collected from 344 customers, using structural equation modelling. The data are collected from customers across two product categories: electronics and fashion. Findings The results reveal that perceived usefulness, perceived risk and perceived self-efficacy are important drivers of online consumer behaviour for continued usage. The multi-group analysis confirms the moderation influence of platform type for some relationships across electronics and fashion. Practical implications The findings underline the importance of multichannel complementarity across electronics and fashion. The preference of mobile devices for fashion and traditional devices such as computers for electronics provides valuable insights for online retailers towards management of multichannel e-commerce ecosystem. Originality/value In Indian context, this is the first empirical research on online multichannel retail setting, studying the impact of diverse channel formats on different product categories. The study’s findings give empirical basis to online retailers to look out for right product–channel fit strategy for engaging consumers in the long run.

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Madlberger, Maria. "Exogenous and Endogenous Antecedents of Online Shopping in a Multichannel Environment." Journal of Electronic Commerce in Organizations 4, no. 4 (2006): 29–51. http://dx.doi.org/10.4018/jeco.2006100102.

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Dai, Ting, Decheng Wen, and Xiao Chen. "An Empirical Study on the Customer Channel Choice Behavior in the Overall Process of Shopping Under O2O Mode." International Journal of Web Portals 8, no. 1 (January 2016): 13–31. http://dx.doi.org/10.4018/ijwp.2016010102.

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Through dividing the entire shopping process into three stages: pre-purchase, purchase and post-purchase, this study analyzed the customers' channel choice behavior in each, from perspectives of product quality, Customers and channels. Based on a survey answered by 395 multi-channel shoppers, the findings show that the products' perceptibility and security, is positively associated with the online channel (vs. offline) during the pre-purchase and purchase stages and no significant association in the post-purchase stage. The customers' shopping motivations and network involvements are positively associated with the online channel in the pre-purchase and purchase stages, but the perceived risks are negatively associated with the online channel throughout the entire shopping experience. The channel's usefulness has a significant and positive correlation with the online channel in all three stages of shopping, but the channels' ease-of-use only has a significant and positive impact in the pre-purchase stage and weaker in the other two. The findings provide some useful suggestions for multichannel retailers.

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Hu, Tun-I., and Andrea Tracogna. "Multichannel search patterns and webrooming behaviours in the service industries: the case of motor insurance." Italian Journal of Marketing 2021, no. 1-2 (March 8, 2021): 57–81. http://dx.doi.org/10.1007/s43039-021-00021-0.

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AbstractThis article aims at analysing the empirical categories and the main determinants of channel choices in the contractualized individual services category, with particular reference to multichannel search patterns and webrooming behaviours, whereby customers search online but purchase offline (namely, at the service provider’s premises). Based on an international survey of motor insurance customers, a set of hypotheses on the determinants of customers’ shopping journeys, inclusive of search and purchase channel decisions, have been tested with a multinomial logistic regression. Our results show that channel choices—both relative to search and to purchase—are significantly influenced by the customer’s preference for personal interaction (which typically favours the personal, offline, channels); overall, the relevance of channel choice determinants differs in the different shopping phases: indeed, while the search patterns (mono vs. multiple; digital vs. personal) are mainly determined by the customer need for information and by her/his preference for shopping innovation and enjoyment, the purchase channel choices are mainly driven by the customer’s preference for service quality (personal purchase) and by his/her price consciousness (digital purchase). In particular, webrooming behaviours occur when a less price-conscious customer, after having actively explored multiple channels to satisfy the appetite for information, eventually prefers to purchase the service at the provider’s physical store (i.e. the insurance agent) to satisfy his/her preference for personal interaction and service quality. These results shed light on multichannel behaviours in service industries and may help providers better inform the retail strategies of contractualized individual services.

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Park, Sang-Cheol, and Woong-Kyu Lee. "Using a Grounded Theory Approach for Understanding Multichannel Users’ Crossover Shopping Behavior." Information Systems Review 19, no. 3 (September 30, 2017): 179–99. http://dx.doi.org/10.14329/isr.2017.19.3.179.

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Badenhop, Anna, and Marta Frasquet. "Online Grocery Shopping at Multichannel Supermarkets: The Impact of Retailer Brand Equity." Journal of Food Products Marketing 27, no. 2 (February 12, 2021): 89–104. http://dx.doi.org/10.1080/10454446.2021.1894296.

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Emrich, Oliver, Michael Paul, and Thomas Rudolph. "Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type." Journal of Retailing 91, no. 2 (June 2015): 326–42. http://dx.doi.org/10.1016/j.jretai.2014.12.003.

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Cervellon, Marie-Cécile, Jean Sylvie, and Paul-Valentin Ngobo. "Shopping orientations as antecedents to channel choice in the French grocery multichannel landscape." Journal of Retailing and Consumer Services 27 (November 2015): 31–51. http://dx.doi.org/10.1016/j.jretconser.2015.06.008.

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Park, Jihye, and Sharron J. Lennon. "Psychological and environmental antecedents of impulse buying tendency in the multichannel shopping context." Journal of Consumer Marketing 23, no. 2 (February 2006): 56–66. http://dx.doi.org/10.1108/07363760610654998.

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이정선, 신민경, and JOUNGSOONHEE. "A Study on Multichannel Consumer’s Choice of the Information Search and Shopping Channel." Journal of Consumption Culture 15, no. 3 (September 2012): 21–45. http://dx.doi.org/10.17053/jcc.2012.15.3.002.

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Harris, Patricia, Francesca Dall’Olmo Riley, Debra Riley, and Chris Hand. "Online and store patronage: a typology of grocery shoppers." International Journal of Retail & Distribution Management 45, no. 4 (April 10, 2017): 419–45. http://dx.doi.org/10.1108/ijrdm-06-2016-0103.

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Purpose Grounded on approach/avoidance behaviour theory, the purpose of this paper is to develop a typology of grocery shoppers based on the concomitant perceived advantages and disadvantages of shopping online and in store for a single cohort of consumers who buy groceries in both channels. Design/methodology/approach A survey design was employed using a sample of 871 UK shoppers who had purchased groceries online and offline. The survey instrument contained items that measured the perceived advantages and disadvantages of grocery shopping online, and items relating to the perceived advantages and disadvantages of grocery shopping in traditional supermarkets. Items were selected from the extant literature and subjected to content and face validity checks. Cluster analysis was used to develop typologies of online and offline grocery shoppers. The inter-relation between the two typology sets was then examined. Findings The results of the research provide several insights into the characteristics, perceptions and channel patronage preferences of grocery shoppers. In particular, profiling e-grocery shoppers on the basis of their concomitant perceptions of shopping online and in store suggests that the choice of whether to shop online or in store may be driven not by the perceived advantages of one channel vs the other, but by the desire to avoid the greater disadvantages of the alternative. These perceptions differ somewhat between different consumer groups. Originality/value This study makes a noteworthy contribution to the internet and general shopping literature by providing a profile of grocery shoppers based on their concomitant and often conflicting perceived advantages and disadvantages of shopping online and their perceived advantages and disadvantages of shopping in traditional supermarkets. The use of a single cohort of consumers overcomes the bias in previous studies that employ separate cohorts of online and offline shoppers and reveal important insights into the complex perceptions and behaviours of multichannel grocery shoppers.

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Frasquet, Marta, and Maria-José Miquel. "Do channel integration efforts pay-off in terms of online and offline customer loyalty?" International Journal of Retail & Distribution Management 45, no. 7/8 (July 10, 2017): 859–73. http://dx.doi.org/10.1108/ijrdm-10-2016-0175.

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Purpose The purpose of this paper is to investigate the effects of multichannel integration (MCI) on customer loyalty. The specific objectives are to provide an appropriate reliable measure of the construct, and to analyse the impact of MCI on offline and online loyalty, both directly and by mediation of customer satisfaction. Design/methodology/approach The paper focusses on the retail apparel sector of Spain and the UK. The authors applied a scale development process and tested the model with data of 761 multichannel apparel shoppers. The proposed theoretical model was estimated through EQS 6.1 and a mediation test was calculated. Findings The findings show, first, that the construct of channel integration has two dimensions: reciprocity, which refers to the possibility of crossing the channels while shopping, and coordination, which refers to the alignment of offline and online offers. Second, that MCI affects positively both offline and online loyalty both directly and through satisfaction, which partially mediates the relationship. Research limitations/implications Culture might play a moderating role in the relationships found that are not analysed. Practical implications The findings have implications for the managers of multichannel retail companies as they help to understand the benefits of channel integration in creating a loyal customer base both online and offline. Originality/value This paper contributes to the literature on multichannel retailing in two main ways: first, by developing a scale to measure MCI, and second, by demonstrating that MCI has strong effects on customer satisfaction and loyalty.

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Harris, Patricia, Francesca Dall’Olmo Riley, and Chris Hand. "Multichannel shopping: The effect of decision making style on shopper journey configuration and satisfaction." Journal of Retailing and Consumer Services 58 (January 2021): 102286. http://dx.doi.org/10.1016/j.jretconser.2020.102286.

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Kumar, Ashish, Ram Bezawada, and Minakshi Trivedi. "The Effects of Multichannel Shopping on Customer Spending, Customer Visit Frequency, and Customer Profitability." Journal of the Association for Consumer Research 3, no. 3 (July 2018): 294–311. http://dx.doi.org/10.1086/698876.

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Kwon, Kyoung-Nan, and Dipti Jain. "Multichannel Shopping Through Nontraditional Retail Formats: Variety-Seeking Behavior With Hedonic and Utilitarian Motivations." Journal of Marketing Channels 16, no. 2 (March 31, 2009): 149–68. http://dx.doi.org/10.1080/10466690802477418.

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Blázquez, Marta. "Fashion Shopping in Multichannel Retail: The Role of Technology in Enhancing the Customer Experience." International Journal of Electronic Commerce 18, no. 4 (July 2014): 97–116. http://dx.doi.org/10.2753/jec1086-4415180404.

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Frasquet, Marta, Alejandro Mollá Descals, and Maria Eugenia Ruiz-Molina. "Understanding loyalty in multichannel retailing: the role of brand trust and brand attachment." International Journal of Retail & Distribution Management 45, no. 6 (June 12, 2017): 608–25. http://dx.doi.org/10.1108/ijrdm-07-2016-0118.

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Purpose The purpose of this paper is to understand loyalty in the multichannel retail context. The paper analyses the interplay between offline and online loyalty and the direct and indirect effects on loyalty of brand trust and brand attachment, in a cross-cultural study. Design/methodology/approach Online survey answered by 761 multichannel apparel shoppers in two countries (UK and Spain). Structural equation model multigroup analysis is performed to test the hypothesized relations and the role of culture as a moderating variable. Findings Online loyalty is largely driven by offline loyalty, which is also positively affected by brand trust and brand attachment. These relationships hold across the two different cultures. Research limitations/implications The findings confirm the validity of applying the theory of cognitive dissonance to explain multichannel shopping behaviours. The authors did not find culture that affects the relationships in the model; however, the validity of these findings should be tested considering other cultural variables different from nationality. Practical implications Multichannel retailers should focus on building trust and attachment towards the brand if they want to get online and offline loyalty. The efforts to build stronger bonds between the customer and the retail brand translate into higher loyalty, particularly towards the offline channels. Originality/value This paper extends the literature on the interactions between online and offline behaviour by focussing on the power of the brand to build strong customer bonds. The model considers the role of brand attachment together with brand trust in offline and online loyalty simultaneously.

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Celik, Hakan, and Ridvan Kocaman. "Roles of self-monitoring, fashion involvement and technology readiness in an individual’s propensity to use mobile shopping." Journal of Systems and Information Technology 19, no. 3/4 (August 14, 2017): 166–82. http://dx.doi.org/10.1108/jsit-01-2017-0008.

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Purpose This paper aims to investigate the relationships between self-monitoring, fashion involvement and technology readiness in the mobile shopping context. Although mobile shopping is still a novel activity in Turkish economical and social spheres, it has the potential to become an important driver of B2C electronic commerce in Turkey. Many Turkish firms have already extended their multichannel strategies by integrating a mobile channel into their pre-existing on-line and off-line channels. However, customers should be ready to actually embrace mobile commerce for the success of these strategies. Design/methodology/approach To test the proposed research hypotheses, a survey was administrated online to 284 volunteer undergraduate students, who were potential users of mobile shopping channel. The measurement items were developed by adapting and modifying the previously validated 13-item, self-monitoring, 16-item technology readiness index 2.0 and 5-item fashion involvement scales. Findings Results from a partial least squares analysis showed that the ability to modify self-presentation has a significant moderating influence on fashion involvement and technology readiness relationships. However, the moderating effect of sensitivity to the expressive behaviours of others for the same relationship was found to be insignificant. Further, fashion involvement appeared to have significant and direct influences on both technology readiness and attitudes towards mobile shopping. Finally, strong relationships between technology readiness, attitude and intentions to use mobile shopping were detected. Originality/value There has been little research effort conducted to examine the proposed relationships between the cited research variables in a non-Western country. Therefore, these study results yielded valuable insights for both theory and actual practice.

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Lee, Moonhaeng. "A perception of viewers on the composition of home-shopping channel within charged multichannel TV platform." Journal of Image and Cultural Contents 15 (October 31, 2018): 33–54. http://dx.doi.org/10.24174/jicc.2018.10.15.33.

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Lee, Hyun-Hwa, and Jihyun Kim. "Investigating Dimensionality of Multichannel Retailer's Cross-Channel Integration Practices and Effectiveness: Shopping Orientation and Loyalty Intention." Journal of Marketing Channels 17, no. 4 (October 19, 2010): 281–312. http://dx.doi.org/10.1080/1046669x.2010.512859.

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Lin, Iris I., and Hani S. Mahmassani. "Can Online Grocers Deliver?: Some Logistics Considerations." Transportation Research Record: Journal of the Transportation Research Board 1817, no. 1 (January 2002): 17–24. http://dx.doi.org/10.3141/1817-03.

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The logistics and distribution factors that play a role in the commercial viability of online grocers, and the level of service delivered to customers, are considered. The two business operation models studied are the pureplay model in which the grocer handles the entire shopping experience, and the multichannel model, in which the grocer combines the convenience of online shopping with the stability and leverage of brick-and-mortar stores. The trade-offs that exist for specific delivery policies associated with each type of model are examined. Factors that influence trade-offs are highlighted and include number of demands, number of depots, number of vehicles at each depot, duration of time windows, and road network topology. The commercial viability of each model is examined, and sensitivity analysis to the total demand under different logistical factors is performed. The results illustrate the root causes for the difficult times experienced by this segment of the business-to-consumer electronic commerce sector. Providing the high level of service and convenience (in the form of specific and tight delivery time windows) desired by online customers often results in higher delivery costs, which directly affect the profitability of the operation.

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Baier, Daniel, and Alexandra Rese. "How to increase multichannel shopping satisfaction? An adapted Kano based stage-gate approach to select new technologies." Journal of Retailing and Consumer Services 56 (September 2020): 102172. http://dx.doi.org/10.1016/j.jretconser.2020.102172.

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Yu, Ui-Jeen, Linda S. Niehm, and Daniel W. Russell. "Exploring Perceived Channel Price, Quality, and Value as Antecedents of Channel Choice and Usage in Multichannel Shopping." Journal of Marketing Channels 18, no. 2 (April 5, 2011): 79–102. http://dx.doi.org/10.1080/1046669x.2011.558826.

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Avery, Jill, Thomas J. Steenburgh, John Deighton, and Mary Caravella. "Adding Bricks to Clicks: On the Role of Physical Stores in a World of Online Shopping." GfK Marketing Intelligence Review 5, no. 2 (November 1, 2013): 28–33. http://dx.doi.org/10.2478/gfkmir-2014-0015.

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Abstract E-commerce is gaining ground and leaving the role of traditional brick-and-mortar stores open to question. With this in mind, a team of researchers performed a case study to determine what effects the store openings of one multichannel retailer of fashion, home furnishings and high-end accessories would have on its catalog and online sales. The opening of brick-and-mortar stores had positive and negative effects for the retailer, but complementary consequences clearly outweighed sales drops in individual channels: In the short term, only catalog sales declined slightly. But over time, both the catalog and online channels increasingly benefited from the presence of the new brick-and-mortar stores. Within 79 months, catalog sales recovered to a level that would have been expected had the store never opened and subsequently continued growing more than in a sample without new stores. An enhanced understanding of both positive and negative cross-channel effects helps retailers better anticipate and respond to changes in sales in existing channels when a new one is added. It is the basis for strategically managing a company’s channels as a portfolio rather than as separate entities.

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Kim, Song-Kyoo. "Enhanced Stochastic Methodology for Combined Architecture of E-Commerce and Security Networks." Mathematical Problems in Engineering 2009 (2009): 1–11. http://dx.doi.org/10.1155/2009/691680.

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This paper deals with network architecture which is a combination of electronic commerce and security systems in the typical Internet ecosystems. The e-commerce model that is typically known as online shopping can be considered as a multichannel queueing system. In the other hand, stochastic security system is designed for improving the reliability and availability of the e-commerce system. The security system in this paper deals with a complex system that consists of main unreliable servers, backups, and repair facilities to repair the broken servers. The results are applied for analyzing the current Internet ecosystem, and the mathematical methods can be also applied to the various areas such as human resources, manufacturing processes, and military operations. The solution presents the analytical solutions of the combined architecture of two queueing systems, and these tractable results are used for demonstration in the framework of optimization problems.

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Heitz-Spahn, Sandrine. "Cross-channel free-riding consumer behavior in a multichannel environment: An investigation of shopping motives, sociodemographics and product categories." Journal of Retailing and Consumer Services 20, no. 6 (November 2013): 570–78. http://dx.doi.org/10.1016/j.jretconser.2013.07.006.

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Linzbach, Peter, J. Jeffrey Inman, and Hristina Nikolova. "E-Commerce in a Physical Store: Which Retailing Technologies Add Real Value?" NIM Marketing Intelligence Review 11, no. 1 (May 1, 2019): 42–47. http://dx.doi.org/10.2478/nimmir-2019-0007.

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AbstractTo remain competitive in a connected world, offline retailers have responded with integrating digital in-store technologies into their physical servicescapes. Often, the introduction of multichannel connecting services like click & collect or order from or return to store are first steps.Shopper-facing advanced technologies can be key to creating a different physical shopping experience for consumers and delivering benefits to retailers such as improved traffic, conversion and baskets or streamlined operational cost. In general, consumers consider retailing technologies as useful. However, shoppers assess the fairness of the exchange about procedures, outcome and treatment and the value of the technology they receive compared to what the retailer gets. Also, satisfaction, trust and privacy concerns are relevant for customers. Retail managers need to ensure the functionality and safety of their application and take consumer concerns seriously. Also, they need to address privacy concerns and build trust, if they want proximity marketing to deliver on its promise of increasing basket size or attracting new shoppers.

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Davies, Alec, Les Dolega, and Daniel Arribas-Bel. "Buy online collect in-store: exploring grocery click&collect using a national case study." International Journal of Retail & Distribution Management 47, no. 3 (March 11, 2019): 278–91. http://dx.doi.org/10.1108/ijrdm-01-2018-0025.

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Purpose Twenty-first century online retailing has reshaped the retail landscape. Grocery shopping is emerging as the next fastest growing category in online retailing in the UK, having implications for the channels we use to purchase goods. Using Sainsbury’s data, the authors create a bespoke set of grocery click&collect catchments. The resultant catchments allow an investigation of performance within the emerging channel of grocery click&collect. The paper aims to discuss these issues. Design/methodology/approach The spatial interaction method of “Huff gravity modeling” is applied in a semi-automated approach, used to calculate grocery click&collect catchments for 95 Sainsbury’s stores in England. The catchments allow investigation of the spatial variation and particularly rural-urban differences. Store and catchment characteristics are extracted and explored using ordinary least squares regression applied to investigate “demand per day” (a confidentiality transformed revenue value) as a function of competition, performance and geodemographic factors. Findings The findings show that rural stores exhibit a larger catchment extent for grocery click&collect when compared with urban stores. Linear regression finds store characteristics as having the greatest impact on demand per day, adhering to wider retail competition literature. Conclusions display a need for further investigation (e.g. quantifying loyalty). Originality/value New insights are contributed at a national level for grocery click&collect, as well as e-commerce, multichannel shopping and retail geography. Areas for further investigation are identified, particularly quantitatively capturing brand loyalty. The research has commercial impact as the catchments are being applied by Sainsbury’s to decide the next 100 stores and plan for the next five years of their grocery click&collect offering.

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Dumanska, Ilona, Lesya Hrytsyna, Olena Kharun, and Olha Matviiets. "E-commerce and M-commerce as Global Trends of International Trade Caused by the Covid-19 Pandemic." WSEAS TRANSACTIONS ON ENVIRONMENT AND DEVELOPMENT 17 (April 22, 2021): 386–97. http://dx.doi.org/10.37394/232015.2021.17.38.

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The article examines the impact of the COVID-19 pandemic on international trade and identifies e-commerce and m-commerce as its global trends. A scientific and methodological approach to the study of the vector and specifics of the development of e-commerce and m-commerce is formed given the lack of necessary statistical information to assess the state of e-commerce in a country and linguistic features of definitions. The influence of e-commerce and m-commerce on the online shopping and sales industry has been established. The global distribution of Internet sources used by consumers, global sales in m-commerce as a percentage of e-commerce and the impact of the coronavirus pandemic on online traffic and changes in transactions by industry are analyzed. The transition of e-commerce to m-commerce was revealed as a result of the increase in the share of mobile transactions in view of the development of markets in countries focused primarily on mobile devices and their active use. As a result of the post-pandemic forecast in the trends of international trade and e-business priorities, a promising increase in world sales in e-commerce has been established. The main trends of further development of e-commerce and m-commerce in the field of international trade are identified, such as: big data, personalization, e-mail marketing, transition of e-commerce to e-commerce, ordering services online and transition of retail to online, electronic public procurement, omnichannel and multichannel, socially oriented commerce, improved work with the community and the need for efficient logistics

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Nikulina, Yu V., and Galina N. Chernukhina. "Multi-channel sales strategy as a competitive advantage in wholesale trade." Journal of Modern Competition 14, no. 80 (December 31, 2020): 40–53. http://dx.doi.org/10.37791/1993-7598-2020-14-4-40-53.

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Relevance. The multi-channel sales strategy involves the simultaneous use of different sales channels by the trading company. This can be wholesale and retail sales, for example, online stores and regular offline stores located in shopping centers and pavilions. The use of multichannel requires the restructuring of the it infrastructure of the wholesale trade enterprise, which implements the processes of various sales channels in a single it environment. Due to the existence of a sales system at the enterprise, and not separate sales channels, a synergistic effect is achieved, which provides the company with an additional increase in sales. Currently, the problem of managing optimal sales channels and organizing product movement in wholesale trade determines the need for a systematic study that ensures the sustainable development of sales activities of modern wholesale enterprises based on the use of modern digital channels of interaction and diversification. Diversified approaches to sales channels provide security in the event that some sales decline. Since the beginning of the COVID-19 pandemic, we have seen a halt in offline retail purchases. This is an example of why digital online solutions and diversification are necessary to create a successful and sustainable business. The purpose of the study: based on the analysis of various aspects of the strategic direction of management of multi-channel sales in wholesale trade in modern conditions. Objectives of the study: to identify sources of receipt and channels of sale of goods in wholesale trade; to analyze modern software and information technology solutions necessary for managing multi-channel sales, for working with products and customer base in wholesale distribution; to specify strategic directions of multi-channel sales management in the tactical context of working with customers as anti-crisis measures, etc. Results of the study. The author identified the sources of receipt and channels of sale of goods in wholesale trade. The following strategic directions of managing multi-channel sales in wholesale trade are also identified: increasing and careful selection of intermediary channels; increasing attention to supply chain management; maintaining and maintaining a high degree of customer loyalty (customer orientation); consolidating all channels into one strong channel; diversifying sales channels; using modern software tools and technologies for working with products and customers. It is concluded that companies that have implemented a well-planned multi-channel strategy increase the number of potential buyers, provide additional income and sustainable business growth. According to the authors, the strategic directions of multichannel sales management developed by him work on the entire life cycle of a wholesale enterprise: from business strategy to specific solutions to increase sales. The author also believes that in the future, most companies will invest in multi-channel sales at the country and international levels.

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Jo, Wooyong, Jikyung (Jeanne) Kim, and Jeonghye Choi. "Who are the multichannel shoppers and how can retailers use them? Evidence from the French apparel industry." Asia Pacific Journal of Marketing and Logistics ahead-of-print, ahead-of-print (April 7, 2020). http://dx.doi.org/10.1108/apjml-05-2019-0317.

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PurposeThis study aims to identify, within the context of the French fashion industry, the characteristics of multichannel shoppers, that is, consumers who use more than one channel in a single shopping trip. We especially investigate whether consumers' focus on quality versus price affects their multichannel shopping tendency and their flexibilities in their shopping lists (basket flexibility).Design/methodology/approachWe surveyed a representative sample of 400 French shoppers regarding fashion apparel purchasing. We use a logistic regression framework to measure the probability of a shopper becoming a multichannel shopper based on the key constructs and a battery of control variables.FindingsThe analysis shows that, in fashion buying, shoppers focused on quality and those with high basket flexibility have a higher probability of becoming multichannel shoppers. The probability becomes even greater when a shopper is both quality oriented and has basket flexibility.Research limitations/implicationsWe focus on the fashion apparel market for a deeper understanding of multichannel usage of products with both experience and search features. Future research can investigate other industries for higher generalizability.Practical implicationsOur research provides insights into multichannel fashion companies whose managements aim to effectively manage high-value customers who tend to use more channels when shopping. Specifically, an omnichannel marketing strategy should focus on capturing the quality-oriented and highly basket-flexible segment of consumers.Originality/valueOur study provides evidence that for products having high experiential as well as search features, quality-oriented and highly flexible shoppers engage more in multichannel shopping. Because these characteristics are related to the long-term value of customers, we provide the link between multichannel marketing and firm profitability in the context of the fashion industry.

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BEZES, Christophe. "Comparing online and in-store risks in multichannel shopping." International Journal of Retail & Distribution Management 44, no. 3 (March 14, 2016). http://dx.doi.org/10.1108/ijrdm-02-2015-0019.

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Purpose This paper compares empirically the nature, level and influence of perceived risks involved in a retailer’s website and stores, as multichannel shoppers will do when deciding which distribution channel to buy in. Design/methodology/approach The research design uses an online survey of 1,015 multichannel customers that was drawn from the behavioural databases of a French multichannel retailer. Findings Overall risk as well as risks associated with logistics, psychological and performance are higher and more dissuasive for an online purchase; however, financial, time and transaction risks tend predominantly or exclusively to discourage in-store purchasing. Customers’ familiarity with the channel seems to make them more vigilant. Research limitations/implications The concept of risk, and especially financial risk, is variable among researchers, making it more difficult to undertake comparative studies on e-commerce than on stores or products. Practical implications Retailers should not look merely to the salience of an isolated risk factor but rather should consider its actual impact on their customers’ final decision. Nonetheless, retailers will find it more difficult to reduce perceived risk on-line than in-store. Originality/value By focussing on a multichannel retailer’s website and stores and comparing the effects of six types of risk on the purchase attitudes of its multichannel shoppers, this study is distinct from most single-channel studies, which have examined risk inherent in Internet purchasing, handled risk on an experimental website and explored in-store risk. Moreover, the study focuses on the risks entailed by the purchase channel rather than those related to particular products or brands.

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Ameen, Nisreen, Ali Tarhini, Mahmood Shah, and Nnamdi O. Madichie. "Going with the flow: smart shopping malls and omnichannel retailing." Journal of Services Marketing ahead-of-print, ahead-of-print (November 23, 2020). http://dx.doi.org/10.1108/jsm-02-2020-0066.

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Purpose The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this study aims to propose a theoretical model that captures customers’ omnichannel experiences in smart shopping malls in terms of personal interaction, physical environment and virtual environment encounters. It examines the mediating role of flow experience on the relationship between the three types of encounters and customers’ intention to revisit smart shopping malls. Design/methodology/approach The study draws on four key theories: the service encounter model, trust-commitment theory, flow theory and experiential value theory. A total of 553 completed questionnaires were collected from customers (millennials) in the United Kingdom (UK). The data was analysed using partial least squares-structural equation modelling. Findings The findings show that physical environment encounters and personal interaction encounters play a significant role in customers’ omnichannel experiences in smart malls. Also, of significance are the following aspects of virtual environment encounters: interface design, personalisation, trust, privacy, consumer–peer interaction and relationship commitment. The findings highlight the significant mediating role of flow on the relationships between these three types of encounters and intention, and the effect of flow on omnichannel service usage in smart shopping malls. Originality/value The research contributes to the existing literature by proposing a conceptual model: the smart shopping mall omnichannel customer experience (SSMCE) model. The findings offer practical guidance to shopping malls and retailers who wish to enhance the customer omnichannel experience.

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"Impact of the Internet on Retail Industry: Insights Into Consumer Choice of Multichannel Shopping." Revista Tecnica De La Facultad De Ingenieria Universidad Del Zulia, February 6, 2017. http://dx.doi.org/10.21311/001.39.12.48.

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Gao, Fei, Vishal V. Agrawal, and Shiliang Cui. "The Effect of Multichannel and Omnichannel Retailing on Physical Stores." Management Science, March 16, 2021. http://dx.doi.org/10.1287/mnsc.2021.3968.

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Most retailers today sell products through an online channel in addition to traditional physical stores. We investigate how such a multichannel or omnichannel retailer should decide the number and size of physical stores. We show that a higher return rate for online purchases can incentivize the retailer to have fewer physical stores that are larger in size. As online shopping becomes more convenient, a retailer may prefer to have more physical stores that are smaller in size. We also study the effect of three popular omnichannel strategies that involve changes of the physical stores’ functions: (i) showrooms only display products for customers to inspect before they purchase online, removing fulfillment from physical stores; (ii) return flexibility expands the functionality of physical stores by allowing customers to return online orders at them; and (iii) fulfillment flexibility expands functionality by allowing customers to pick up products purchased online at physical stores. We show that when the physical stores are given fewer (more) functions, as with the showroom (return or fulfillment flexibility) strategy, the omnichannel retailer may find it optimal to increase (reduce) the number and/or size of the physical stores. This paper was accepted by Vishal Gaur, operations management.

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Legard, Sveinung, and Benjamin Goldfrank. "The Systemic Turn and Participatory Budgeting: The Case of Rio Grande do Sul." Journal of Latin American Studies, October 9, 2020, 1–27. http://dx.doi.org/10.1017/s0022216x20000954.

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Abstract Participatory budgeting (PB) has been one of the most popular local democratic reforms in Latin America in recent decades. This article examines what happened to PB when it was scaled up to the state level and integrated in a participatory system in Rio Grande do Sul, Brazil (2011–14). Using theories of deliberative systems, multichannel participation, ‘venue shopping’ (the practice of seeking the most favourable policy venue) and countervailing power, as well as a multimethod research design, we explain how the systems approach allowed for both deliberation and direct democracy and mobilised new sectors to participate online. However, on the negative side, the different participation channels undermined each other. Social movements migrated to other spaces, leaving the budgeting process open to control by well-established, powerful public-sector groups.

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Farris, Theodore. "Joiner & Sons Hardware: Exploring Multichannel Opportunities to Prepare for Developing an Omnichannel Strategy." Council of Supply Chain Management Professionals Cases, January 16, 2020, 1–16. http://dx.doi.org/10.1108/case.cscmp.2020.000002.

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The premise of the case is how to make best use of customer shopping time while staying competitive and profitable: The increase in the number of ecommerce-based channels and the growth of Amazon and Wal*Mart have forced brick-and-mortar retailers to seek alternative ways to reach potential customers in a cost- and time-efficient manner. In the U.S., an average of 0.74 hours per day is spent purchasing goods and services, while an average of 1.77 hours per day is spent doing household activities. Regardless of location, customers all have the same 24 hours in a day and only so much of it can be spent shopping.One of the benefits of ecommerce has been an increase in product variety offered to customers. The online marketplace has enabled consumers in many industries to locate, evaluate and purchase a far wider variety of products than they can with traditional brick-and mortar channels. 30% to 40% of Amazon book sales are titles that wouldn't normally be found in brick-and-mortar stores.

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Ivanov, Vadym. "WARES DELIVERY PROBLEMS IN ELECTRONIC-COMMERCE." Business Navigator, no. 2(63) (2021). http://dx.doi.org/10.32847/business-navigator.63-14.

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The article discusses modern trends in the development of e-commerce logistics, the organization of order delivery processes, the directions of integraction between e-commerce subjects in an integrated digital space. Indicators of growth in online commerce and the impact of the COVID-19 pandemic on an demand increasing and consumer behavior are presented. Сhanges in behavior should not be considered as linear, because the attractiveness of e-commerce will depend on the satisfaction of new experiences of customers who were forced to use e-commerce services and mastered the one-click procurement procedure by placing orders online and receiving goods without visiting stores. Ukrainian consumers fully appreciated the benefits of online shopping and in 2020 they spent on online shopping 107 billion UAH, which is 41% more than last year. Since a condition for the further effective development of e-commerce is the need to streamline all stages of trade operations, including the logistics processes rationalization, the logistics of online purchases is turning into an economic sector with intensive growth rates. This is confirmed by the efforts of leading companies to provide customers with alternative channels for obtaining goods, the use of multichannel distribution, integrated order management systems, uberization of supplies, shopping personalization, building up intangible assets associated with the expansion of their own transport capacities, arrangement of modern warehouses in order to ensure flexibility and high customer requirements satisfaction. Covering a number of interrelated areas of interaction and interests of e-commerce entities, data exchange of several internal and external systems, e-commerce logistics, based on the use of integrated order management systems, meets the e-commerce pace of development, provides control over sales processes through e-commerce platforms, prompt delivery, ease of platforms operation, forecasting of production volumes.

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Mandolfo, Marco, and Lucio Lamberti. "Past, Present, and Future of Impulse Buying Research Methods: A Systematic Literature Review." Frontiers in Psychology 12 (July 1, 2021). http://dx.doi.org/10.3389/fpsyg.2021.687404.

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Impulse buying (IB) represents a pivotal subject in consumer psychology. A general agreement on its core elements and their relationship is arguably established. So far, however, there has been little discussion about how to assess impulse purchases, leading to a potential divergence of practise from theory and complexities in cross-study comparability. This systematic literature review investigates the research methods and metrics employed in high-quality literature to evaluate impulse shopping behaviours across different environments, including online, offline, and multichannel settings. Following the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) criteria, the literature search has been conducted on databases relevant for scientific literature, including Scopus, Web of Science, and ProQuest. Fifty-four articles were included in this systematic review. Findings show the existence of four methods to investigate IB, namely quantitative self-reports, laboratory investigations, fieldwork observations, and qualitative interviews. A comparison of the four methods in terms of fit highlights that self-reports and interviews provide a significant contribution in assessing the cognitive facet of impulse purchasing. Laboratory investigations and fieldwork observation find a better fit with the conative and visceral facets of impulsive buying. Considering the major role of affective charges occurring during impulse shopping, complementary research approaches, and metrics belonging to applied psychophysiology and consumer neuroscience are examined. Three opportunities for future research are discussed, including theory building and refinement, understanding individual differences, and honing behavioural predictions.

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Journal articles on the topic 'Multichannel shopping'

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