References

• Ailawadi, K. L., & Farris, P. W. (2017). Managing multi- and omni-channel distribution: Metrics and research directions. Journal of Retailing, 93(1), 120–135. doi: 10.1016/j.jretai.2016.12.003
   Web of Science ®Google Scholar
• Alba, J. W., & Hutchinson, J. W. (1987). Dimensions of consumer expertise. Journal of Consumer Research, 13(March), 411. doi: 10.1086/209080
   Web of Science ®Google Scholar
• Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61(3), 38–53. doi: 10.2307/1251788
   Web of Science ®Google Scholar
• Ansari, A., Mela, C. F., & Neslin, S. a. (2008). Customer channel migration. Journal of Marketing Research, 45(1), 60–76. doi: 10.1509/jmkr.45.1.60
   Web of Science ®Google Scholar
• Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396. doi: 10.2307/3150783
   Web of Science ®Google Scholar
• Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36(3), 421–458.
   Web of Science ®Google Scholar
• Barnard, C., & Simon, H. A. (1947). Administrative behavior. A study of decision-making processes in administrative organization. New York: Free Press.
   Google Scholar
• Beatty, S. E., & Smith, S. M. (1987). External search effort: An investigation across several product categories. Journal of Consumer Research, 14(1), 83–95. doi: 10.1086/209095
   Web of Science ®Google Scholar
• Bei, L. T., Chen, E. Y. I., & Widdows, R. (2004). Consumers’ online information search behavior and the phenomenon of search vs. Experience products. Early Childhood Education Journal, 25(4 SPEC.ISS.), 449–467. doi: 10.1007/s10834-004-5490-0
   Google Scholar
• Bettman, J. R., Johnson, E. J., Luce, M. F., Payne, J. W. (1993). Correlation, conflict, and choice.. Journal of Experimental Psychology: Learning, Memory, and Cognition, 19, 931–951. doi: 10.1037/0278-7393.19.4.931
   Web of Science ®Google Scholar
• Bienstock, C. C. (2002). Understanding buyer information acquisition for the purchase of logistics services. International Journal of Physical Distribution & Logistics Management, 32(8), 636–648. doi: 10.1108/09600030210444890
   Google Scholar
• Black, N. J., Lockett, A., Ennew, C., Winklhofer, H., & McKechnie, S. (2002). Modelling consumer choice of distribution channels: An illustration from financial services. International Journal of Bank Marketing, 20(4), 161–173. doi: 10.1108/02652320210432945
   Google Scholar
• Bloom, P. N., & Pailin, J. E. (1995). Using information situations to guide marketing strategy. Journal of Consumer Marketing, 12(2), 19–27. doi: 10.1108/07363769510084876
   Google Scholar
• Bolton, R. N., & Drew, J. H. (1991). A multi-stage model of customers assessments of service quality and value. Journal of Consumer Research, 17(4), 375–384. doi: 10.1017/CBO9781107415324.004
   Web of Science ®Google Scholar
• Carey, V. J., & Wang, Y.-G. (2001). Mixed-effects models in S and S-PLUS (Vol. 96(455)). Journal of the American Statistical Association. doi: 10.1198/jasa.2001.s411
   Google Scholar
• Cassab, H., & MacLachlan, D. L. (2009). A consumer-based view of multi-channel service. Journal of Service Management, 20(1), 52–75. doi: 10.1108/09564230910936850
   Web of Science ®Google Scholar
• Chevalier, J. A., & Mayzlin, D. (2006). The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43(3), 345–354. doi: 10.1509/jmkr.43.3.345
   Web of Science ®Google Scholar
• Chocarro, R., Cortiñas, M., & Villanueva, M. L. (2017). Information sources for different services, Mendeley Data, v1. Retrieved from http://dx.doi.org/10.17632/jv33wgz7ry.1
   Google Scholar
• Cummins, S., Peltier, J. W., & Dixon, A. (2016). Omni-channel research framework in the context of personal selling and sales management A review and research extensions. Journal of Research in Interactive Marketing, 10(1), 2–16. doi: 10.1108/EL-01-2014-0022
   Web of Science ®Google Scholar
• Cunningham, S. M. (1967). The major dimensions of perceived risk. Risk Taking and Information Handling in Consumer Behavior, 1, 82–111.
   Google Scholar
• Curras-Perez, R., Ruiz, C., Sanchez-Garcia, I., & Sanz, S. (2017). Determinants of customer retention in virtual environments. The role of perceived risk in a tourism services context. Spanish Journal of Marketing - ESIC, 21, 131–145. doi: 10.1016/j.sjme.2017.07.002
   Google Scholar
• Darby, M. R., & Karni, E. (1973). Free competition and the optimal amount of fraud. The Journal of Law and Economics, 16(1), 67–88. doi: 10.1086/466756
   Web of Science ®Google Scholar
• EMarketer. (2015). US Mcommerce 2015: eMarketer’s forecast and trends. Retrieved from https://www.emarketer.com/Report/US-Mcommerce-2015-eMarketers-Forecast-Trends/2001565
   Google Scholar
• europa.eu. (n.d.). Flash Eurobarometer 413. Retrieved from https://data.europa.eu/euodp/en/data/dataset/S2058_413_ENG
   Google Scholar
• Eurostat. (2017). E-commerce statistics for individuals (update December 2017). Retrieved from http://ec.europa.eu/eurostat/web/digital-economy-and-society/publications/statistical-articles
   Google Scholar
• Ford, G. T., Smith, D. B., & Swasy, J. L. (1988). An empirical test of the search, experience and credence attributes framework. In M. J. Houston (Ed.), NA - Advances in consumer research (pp. 239–244). Provo, UT: Association for Consumer Research. Retrieved from http://www.acrwebsite.org/volumes/6650/volumes/v15/NA-15
   Google Scholar
• Frambach, R. T., Roest, H. C. A., & Krishnan, T. V. (2007). The impact of consumer internet experience on channel preference and usage intentions across the different stages of the buying process. Journal of Interactive Marketing, 21(2), 26–41. doi: 10.1002/dir.20079
   Web of Science ®Google Scholar
• Frasquet, M., Mollá, A., & Ruiz, E. (2015). Identifying patterns in channel usage across the search, purchase and post-sales stages of shopping. Electronic Commerce Research and Applications, 14(6), 654–665. doi: 10.1016/j.elerap.2015.10.002
   Web of Science ®Google Scholar
• Galetzka, M., Verhoeven, J. W. M., & Pruyn, A. T. H. (2006). Service validity and service reliability of search, experience and credence services: A scenario study. International Journal of Service Industry Management, 17(3), 271–283. doi: 10.1108/09564230610667113
   Google Scholar
• Girard, T., & Dion, P. (2010). Validating the search, experience, and credence product classification framework. Journal of Business Research, 63(9–10), 1079–1087. doi: 10.1016/j.jbusres.2008.12.011
   Web of Science ®Google Scholar
• Godes, D., & Mayzlin, D. (2004). Using online conversations to study word-of-mouth communication. Marketing Science, 23(4), 545–560. doi: 10.1287/mksc.1040.0071
   Web of Science ®Google Scholar
• Guillot, C. (2015). Omnichannel-retail. SAGE Business Researcher. August(Omnichannel Retail). doi: 10.1177/2374556815603685
   Google Scholar
• Guiltinan, J. P. (1987). The price bundling of services: A normative framework. Journal of Marketing, 51(2), 74–85. doi: 10.2307/1251130
   Web of Science ®Google Scholar
• Ha, Y.-W., & Hoch, S. J. (1989). Ambiguity, processing strategy, and advertising-evidence interactions. Journal of Consumer Research, 16(3), 354–360. doi: 10.1086/209221
   Web of Science ®Google Scholar
• Hoch, S. J., & Deighton, J. (1989). Managing what consumers learn from experience. Journal of Marketing, 53(2), 1–20. doi: 10.2307/1251410
   Web of Science ®Google Scholar
• Howden, C., & Pressey, A. D. (2008). Customer value creation in professional service relationships: The case of credence goods. The Service Industries Journal, 28(9), 789–812. Retrieved from http://www.tandfonline.com/doi/full/10.1080/02642060801990361?scroll=top&needAccess=true
   Web of Science ®Google Scholar
• Hsieh, Y. C., Chiu, H. C., & Chiang, M. Y. (2005). Maintaining a committed online customer: A study across search-experience-credence products. Journal of Retailing, 81(1), 75–82. doi: 10.1016/j.jretai.2005.01.006
   Web of Science ®Google Scholar
• Huang, P., Lurie, N. H., & Mitra, S. (2009). Searching for experience on the web: An empirical examination of consumer behavior for search and experience goods. Journal of Marketing, 73(2), 55–69. doi: 10.1509/jmkg.73.2.55
   Web of Science ®Google Scholar
• INE. (2016). Encuesta sobre equipamiento y uso de tecnologías de información y comunicación en los hogares. Retrieved from http://www.ine.es/dyngs/INEbase/es/operacion.htm?c=Estadistica_C&cid=1254736176741&menu=resultados&idp=1254735576692
   Google Scholar
• Jepsen, A. L. (2007). Factors affecting consumer use of the internet for information search. Journal of Interactive Marketing, 21(3), 21–34. doi: 10.1002/dir.20083
   Web of Science ®Google Scholar
• Johnson, E. J., Bellman, S., & Lohse, G. L. (2003). Cognitive lock-in and the power law of practice. Journal of Marketing, 67(2), 62–75. doi: 10.1509/jmkg.67.2.62.18615
   Web of Science ®Google Scholar
• Kasnakoglu, T. (2016). Antecedents and consequences of co-creation in credence-based service contexts. Service Industries Journal, 36(1–2), 1–20. doi: 10.1080/02642069.2016.1138472
   Web of Science ®Google Scholar
• Keiningham, T. L., Frennea, C. M., Aksoy, L., Buoye, A., & Mittal, V. (2015). A five-component customer commitment model: Implications for repurchase intentions in goods and services industries. Journal of Service Research, 18(4), 433–450. doi: 10.1177/1094670515578823
   Web of Science ®Google Scholar
• Klein, L. R. (1998). Evaluating the potential of interactive media through a new lens: Search versus experience goods. Journal of Business Research, 41(3), 195–203. doi: 10.1016/S0148-2963(97)00062-3
   Web of Science ®Google Scholar
• Klein, L. R., & Ford, G. T. (2003). Consumer search for information in the digital age: An empirical study of prepurchase search for automobiles. Journal of Interactive Marketing, 17(3), 29–49. doi: 10.1002/dir.10058
   Google Scholar
• Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal of Applied Psychology, 86(1), 114–121.
   PubMed Web of Science ®Google Scholar
• Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9–20. doi: 10.2307/1251193
   Web of Science ®Google Scholar
• Lovelock, C., & Gummesson, E. (2004). Whither services marketing?: In search of a new paradigm and fresh perspectives. Journal of Service Research, 7(1), 20–41. doi: 10.1177/1094670504266131
   Web of Science ®Google Scholar
• Lurie, N. H. (2004). Decision making in information-rich environments: The role of information structure. Journal of Consumer Research, 30(4), 473–486. doi: 10.1086/380283
   Web of Science ®Google Scholar
• Lurie, N. H., & Mason, C. H. (2007). Visual representation: Implications for decision making. Journal of Marketing, 71(January), 160–177. doi: 10.1177/0002764204266234
   Web of Science ®Google Scholar
• Lutz, R. J., & Reilly, P. J. (1974). An exploration of the effects of perceived social and performance risk on consumer information acquisition. In S. Ward, & P. Wright (Eds.), NA-Advances in consumer rearch (Vol. 1, pp. 393–405). Ann Abor, UT: Association for Consumer Research. Retrieved from http://acrwebsite.org/volumes/8383/volumes/v27/NA-27
   Google Scholar
• Lynch, J. G., & Ariely, D. (2000). Wine online: Search costs affect competition on price, quality, and distribution. Marketing Science, 19(1), 83–103. doi: 10.2307/193260
   Web of Science ®Google Scholar
• Mayzlin, D. (2006). Promotional chat on the internet. Marketing Science, 25(2), 155–163. doi: 10.1287/mksc.1050.0137
   Web of Science ®Google Scholar
• McKee, D., Simmers, C. S., & Licata, J. (2006). Customer self-efficacy and response to service. Journal of Service Research, 8(3), 207–220. doi: 10.1177/1094670505282167
   Web of Science ®Google Scholar
• Mitra, K., Reiss, M. C., & Capella, L. M. (1999). An examination of perceived risk, information search and behavioral intentions in search, experience and credence services. Journal of Services Marketing, 13(3), 208–228. doi: 10.1108/08876049910273763
   Google Scholar
• Mortimer, K., & Pressey, A. (2013). Consumer information search and credence services: Implications for service providers. Journal of Services Marketing, 27(1), 49–58. doi: 10.1108/08876041311296374
   Web of Science ®Google Scholar
• Murray, K. B. (1991). A test of services marketing theory: Consumer information acquisition activities. Journal of Marketing, 55(January), 10–25. doi: 10.2307/1252200
   Web of Science ®Google Scholar
• Murray, K. B., & Schlacter, J. L. (1990). The impact of services versus goods on consumers’ assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51–65. doi: 10.1007/BF02729762
   Google Scholar
• Nelson, P. (1970). Information and consumer behavior. Journal of Political Economy, 78(2), 311–329. doi: 10.1086/259630
   Web of Science ®Google Scholar
• Nelson, P. (1974). Advertising as information author (s): Phillip Nelson Published by : The University of Chicago Press Stable Retrieved from http://www.jstor.org/stable/1837143  : 14 UTC Your use of the JSTOR archive indicates your acceptance of the Terms, 82(4), 729–754
   Google Scholar
• Neslin, S. A., & Shankar, V. (2009). Key issues in multichannel customer management: Current knowledge and future directions. Journal of Interactive Marketing, 23(1), 70–81. doi: 10.1016/j.intmar.2008.10.005
   Web of Science ®Google Scholar
• Ostrom, A., & Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(January), 17–28. doi: 10.2307/1252011
   Web of Science ®Google Scholar
• Payne, J. W., Bettman, J. R., & Johnson, E. J. (1990). The adaptive decision maker. Insights in Decision Making: A Tribute to Heillel J. Einhorn, 105(January), 129–153. doi: 10.2307/2235352
   Google Scholar
• Peterson, R. A., Balasubramanian, S., & Bronnenberg, B. J. (1997). Exploring the implications of the internet for consumer marketing. Journal of the Academy of Marketing Science, 25(4), 329–346. doi: 10.1177/0092070397254006
   Web of Science ®Google Scholar
• PwC. (2015). The 2015 global omnichannel retail index, 19. Retrieved from http://www.strategyand.pwc.com/media/file/2015-global-omnichannel-retail-index.pdf
   Google Scholar
• PwC. (2016). Total retail survey 2016. Retrieved from http://www.pwc.com/gx/en/industries/retail-consumer/global-total-retail.html
   Google Scholar
• Ratchford, B. T., Talukdar, D., & Lee, M.-S. (2007). The impact of the internet on consumers’ use of information sources for automobiles: A re-inquiry. Journal of Consumer Research, 34(1), 111–119. doi: 10.1086/513052
   Web of Science ®Google Scholar
• Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. doi: 10.1016/S0167-8116(03)00016-8
   Web of Science ®Google Scholar
• Sharma, P., Sivakumaran, B., & Marshall, R. (2014). Exploring impulse buying in services: Toward an integrative framework. Journal of the Academy of Marketing Science, 42(2), 154–170. doi: 10.1007/s11747-013-0346-5
   Web of Science ®Google Scholar
• Srinivasan, N. (1990). Pre-purchase external search for information. Review of Marketing, 4, 153–189.
   Google Scholar
• Stigler, G. J. (1961). The economics of information. Journal of Political Economy, 69(3), 213–225. doi: 10.1086/258464
   Web of Science ®Google Scholar
• Strauss, J., & Frost, R. D. (1999). Marketing on the internet: Principles of on-line marketing. Upper Saddle River, NJ: Prentice Hall PTR.
   Google Scholar
• Tavana, M., Santos-Arteaga, F. J., Di Caprio, D., & Tierney, K. (2016). Modeling signal-based decisions in online search environments: A non-recursive forward-looking approach. Information and Management, 53(2), 207–226. doi: 10.1016/j.im.2015.10.002
   Web of Science ®Google Scholar
• Van Trijp, H. C. M., Hoyer, W. D., & Inman, J. J. (1996). Why switch? product category: Level explanations for true variety-seeking behavior. Journal of Marketing Research, 33(3), 281–292. doi: 10.2307/3152125
   Web of Science ®Google Scholar
• Vargo, S. L., & Lusch, R. F. (2008). From goods to service(s): divergences and convergences of logics. Industrial Marketing Management, 37(3), 254–259. doi: 10.1016/j.indmarman.2007.07.004
   Web of Science ®Google Scholar
• Wallace, D. W., Giese, J. L., & Johnson, J. L. (2004). Customer retailer loyalty in the context of multiple channel strategies. Journal of Retailing, 80(4), 249–263. doi: 10.1016/j.jretai.2004.10.002
   Web of Science ®Google Scholar
• Wan, Y., Nakayama, M., & Sutcliffe, N. (2012). The impact of age and shopping experiences on the classification of search, experience, and credence goods in online shopping. Information Systems and E-Business Management, 10(1), 135–148. doi: 10.1007/s10257-010-0156-y
   Web of Science ®Google Scholar
• Wang, K., & Goldfarb, A. (2017). Can offline stores drive online sales? Journal of Marketing Research, 54(October), 706–719. doi: 10.1509/jmr.14.0518
   Web of Science ®Google Scholar
• Wang, J., Yang, Z., & Brocato, E. D. (2018). An investigation into the antecedents of prepurchase online search. Information and Management, 55(January), 285–293. doi: 10.1016/j.im.2017.08.001
   Web of Science ®Google Scholar
• Wang, T., Yeh, R. K. J., Yen, D. C., & Nugroho, C. A. (2016). Electronic and in-person service quality of hybrid services. Service Industries Journal, 36(13–14), 638–657. doi: 10.1080/02642069.2016.1272590
   Web of Science ®Google Scholar
• Weathers, D., Sharma, S., & Wood, S. L. (2007). Effects of online communication practices on consumer perceptions of performance uncertainty for search and experience goods. Journal of Retailing, 83(4), 393–401. doi: 10.1016/j.jretai.2007.03.009
   Web of Science ®Google Scholar
• Weyers, M., & Louw, L. (2017). Framework for the classification of service standardisation. Service Industries Journal, 37(7–8), 409–425. doi: 10.1080/02642069.2017.1329419
   Web of Science ®Google Scholar
• Wirtz, J., & Jerger, C. (2016). Managing service employees: Literature review, expert opinions, and research directions. Service Industries Journal, 36(15–16), 757–788. doi: 10.1080/02642069.2016.1278432
   Web of Science ®Google Scholar
• Xia, L., & Monroe, K. B. (2005). Consumer information acquisition. Review of Marketing Research, 101–152. https://www.emeraldinsight.com/doi/pdfplus/10.1108/S1548-6435%282004%290000001007
   Google Scholar
• Zeithalm, V. A. (1981). How consumer evaluation processes differ between goods and services. Marketing of Services, 9(1), 25–32. Texas A. U.
   Google Scholar
• Zettelmeyer, F., Morton, F. S., & Silva-Risso, J. (2006). How the internet lowers prices: Evidence from matched survey and automobile transaction data. Journal of Marketing Research, 43(May), 168–181. doi: 10.1509/jmkr.43.2.168
   Web of Science ®Google Scholar