Engaging consumers on new integrated multichannel retail settings: Challenges for retailers
Tài liệu tham khảo
Banerjee, 2014, Misalignment and its influence on integration quality in multichannel services, J. Serv. Res., 17, 460, 10.1177/1094670514539395
Blazquez, 2014, Fashion shopping in multichannel retail: the role of technology in enhancing the customer experience, Int. J. Electron. Commer., 18, 97, 10.2753/JEC1086-4415180404
Carlson, 2010, Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites, J. Serv. Market., 24, 112, 10.1108/08876041011031091
Chen, 2009, Determinants of satisfaction and continuance intention towards self-service technologies, Indus. Manag. Data Syst., 109, 1248, 10.1108/02635570911002306
Cheng, 2009, The effect of online store atmosphere con consumer’s emotional responses- an experimental study of music and colour, Behav. Inf. Technol., 28, 323, 10.1080/01449290701770574
Chiu, 2011, The challenge for multichannel services: cross-channel free riding behaviour, Electron. Commer. Res. Appl., 10, 268, 10.1016/j.elerap.2010.07.002
Davis, 1989, Perceived usefulness, perceived ease of use, and user acceptance of information technology, MIS Quart., 13, 319, 10.2307/249008
Demirkan, 2014, Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems, J. Retail. Consum. Serv., 21, 860, 10.1016/j.jretconser.2014.02.012
Dennis, 2014, The effect of digital signage on shopper behavior: the role of the evoked experience, J. Bus. Res., 67, 2250, 10.1016/j.jbusres.2014.06.013
De Canniere, 2010, Relationship quality and purchase intention and behavior: the moderating impact of relationship strength, J. Business and Psychology,, 25, 87, 10.1007/s10869-009-9127-z
Dholakia, 2005, Multichannel retailing: a case study of early experiences, J. Interact. Market., 19, 63, 10.1002/dir.20035
Dholakia, 2010, Consumer behaviour in a multichannel, multimedia retailing environment, J. Interact. Market., 24, 86, 10.1016/j.intmar.2010.02.005
Fan, 2013, To be familiar or to be there? The roles of brand familiarity and social presence on web store image and online purchase intention, Int. J. Electron. Market. Retail., 5, 199, 10.1504/IJEMR.2013.052886
Finn, 2009, Attribute perceptions, customer satisfaction and intention to recommend e-services, J. Interact. Market., 23, 209, 10.1016/j.intmar.2009.04.006
Fishbein, 1975
Floh, 2013, The role of atmospheric cues in online impulse-buying behaviour, Electron. Commer. Res. Appl., 12, 425, 10.1016/j.elerap.2013.06.001
Gao, 2014, Online consumer behaviour and its relationship to website atmospheric induced flow: insights into online travel agencies in China, J. Retail. Consum. Serv., 21, 653, 10.1016/j.jretconser.2014.01.001
Groppel-Klein, 2005, Arousal and consumer in-store behaviour, Brain Res. Bull., 67, 428, 10.1016/j.brainresbull.2005.06.012
Herhausen, 2012, Steering customers to the online channel: the influence of personal relationships, learning investments, and attitude toward the firm, J. Retail. Consum. Serv., 19, 368, 10.1016/j.jretconser.2012.03.012
Heitz-Spahn, 2013, Cross-channel free riding consumer behaviour in a multichannel environment: an investigation of shopping motives, sociodemographics and product categories, J. Retail. Consum. Serv., 20, 570, 10.1016/j.jretconser.2013.07.006
Hsieh, 2012, All for one but does one strategy work for all? Building consumer loyalty in multi-channel distribution, Manag. Serv. Qual., 22, 310, 10.1108/09604521211231003
Jin, 2010, Multichannel versus pure e-tailers in Korea: evaluation of online store attributes and their impact on e-loyalty, Int. Rev. Retail, Distrib. Consum. Res., 20, 217, 10.1080/09593961003701825
Keller, 2010, Brand Equity Management in a multichannel, multimedia retail environment, J. Interact. Market., 24, 58, 10.1016/j.intmar.2010.03.001
Kim, 2005, A consumer shopping channel extension model: attitude shift toward the online store, J. Fash. Market. Manag., 9, 106, 10.1108/13612020510586433
Kim, 2009, Sales associate’s appearance: links to consumers’ emotions, store image, and purchases, J. Retail. Consum. Serv., 16, 407, 10.1016/j.jretconser.2009.06.001
Kim, 2010, E-atmosphere, emotional, and behavioural responses, J. Fash. Market. Manag., 14, 412, 10.1108/13612021011061861
Kumar, 2010, A customer lifetime value-based approach to marketing in the multichannel, multimedia retailing environment, J. Interact. Market., 24, 71, 10.1016/j.intmar.2010.02.008
Li, 2009, An empirical examination of perceived retail crowding, emotions and retail outcomes, .Serv. Indus. J., 29, 635, 10.1080/02642060902720121
Lombart, 2012, Consumer satisfaction and loyalty: two main consequences of retailer personality, J. Retail. Consum. Ser.,, 19, 644, 10.1016/j.jretconser.2012.08.007
Marques, 2013, Environmental factors and satisfaction in a specialty store, The International Review of Retail, Distribution and Consumer Research,, 23, 456, 10.1080/09593969.2013.785442
Neslin, 2006, Challenges and opportunities in multichannel customer management, J. Serv. Res., 9, 95, 10.1177/1094670506293559
Neslin, 2009, Key issues in multichannel customer management: current knowledge and future directions, J. Interact. Market., 23, 70, 10.1016/j.intmar.2008.10.005
Noon, 2009, Consumer reaction to crowding for extended service encounters, Manag. Serv. Qual., 19, 31, 10.1108/09604520910926791
Oh, 2012, The effects of retail channel integration through the use of information technologies on firm performance, J. Oper. Manag., 30, 368, 10.1016/j.jom.2012.03.001
Pantano, 2014, Innovation drivers in retail industry, Int. J. Inf. Manag., 34, 344, 10.1016/j.ijinfomgt.2014.03.002
Pantano, 2014, What is smart for retailing?, Procedia Environ. Sci., 22, 101, 10.1016/j.proenv.2014.11.010
Pantano, 2014, Demand pull and technology push perspective in technology-based innovations for the points of sale: the retailers evaluation, J. Retail. Consum. Serv., 21, 43, 10.1016/j.jretconser.2013.06.007
Pantano, 2012, Consumers’ expectation of innovation: shift retail strategies for more attractive points of sale, Int. J. Digit. Content Technol. Appl., 6, 455, 10.4156/jdcta.vol6.issue21.52
Poncin, 2014, The impact of “e-atmospherics” on physical stores, J. Retail. Consum. Serv., 21, 851, 10.1016/j.jretconser.2014.02.013
Porat, 2007, E-store design: the influence of e-store design and product type on consumers’ emotions and attitudes, Lect. Notes Comput. Sci., 4553, 712, 10.1007/978-3-540-73111-5_80
Reynolds, 1999, Customer benefits and company consequences of customer-salesperson relationship in retailing, J. Retail., 75, 11, 10.1016/S0022-4359(99)80002-5
Schmitt, 2013, Consumer experience and experimental marketing: a critical review, Rev. Market. Res., 10, 25, 10.1108/S1548-6435(2013)0000010006
Seck, 2013, Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction, Serv. Indus. J., 33, 565, 10.1080/02642069.2011.622370
Sousa, 2006, Service quality in multichannel services employing virtual channels, J. Serv. Res., 8, 356, 10.1177/1094670506286324
Spies, 1997, Store atmosphere, mood and purchasing behavior, Int. J. Res. Market., 14, 1, 10.1016/S0167-8116(96)00015-8
Taylor, 2011, Has e-marketing come of age? Modeling historical influences on post-adoption era Internet consumer behaviors, J. Bus. Res., 63, 950, 10.1016/j.jbusres.2009.01.018
Van Riel, 2012, Waiting for service at the checkout: negative emotional responses, store image and overall satisfaction, J. Serv. Manag., 23, 144, 10.1108/09564231211226097
Verhoef, 2007, Multichannel customer management: understanding the research-shopper phenomenon, Int. J. Res. Market., 24, 129, 10.1016/j.ijresmar.2006.11.002
Vrechopoulos, 2010, Who controls store atmosphere customization in electronic retailing?, Int. J. Retail Distrib. Manag., 38, 518, 10.1108/09590551011052115
Wagner, 2013, Effects of cross-channel synergies and complementarity in a multichannel e-commerce system: an investigation of the interrelation of e-commerce, m-commerce and IETV-commerce, Int. Rev. Retail, Distrib. Consum. Res., 23, 571, 10.1080/09593969.2013.832697
Wallace, 2004, Customer retailer loyalty in the context of multiple channel strategies, J. Retail., 80, 249, 10.1016/j.jretai.2004.10.002
White, 2013, The effects of service on multichannel retailers’ brand equity, J. Serv. Market., 27, 259, 10.1108/08876041311330744
Wiertz, 2004, Cooperating for service excellence in multichannel service systems: an empirical assessment, J. Bus. Res., 57, 424, 10.1016/S0148-2963(02)00276-X
Williams, 2012, Explaining participation in the self-service economy, Serv. Indus. J., 32, 1811, 10.1080/02642069.2011.574284
Wu, 2013, How can online store layout design and atmosphere influence consumer shopping intention on a website?, Int. J. Retail Distrib. Manag., 42, 4, 10.1108/IJRDM-01-2013-0035
Wu, 2014, How can online store layout design and atmosphere influence consumer shopping intention on a website?, Int. J. Retail Distrib. Manag., 42, 4, 10.1108/IJRDM-01-2013-0035
Zhu, 2013, Fix it or leave it? Customer recovery from self-service technology failure, J. Retail., 89, 15, 10.1016/j.jretai.2012.10.004