566
Views
1
CrossRef citations to date
0
Altmetric
Articles

The effects of multi-channel assortment integration on customer confusion

&
Pages 437-449 | Received 31 Jan 2017, Accepted 19 Sep 2017, Published online: 04 Dec 2017

References

  • Baker, J. , A. Parasuraman , D. Grewal , and G. B. Voss . 2002. “The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions.” Journal of Marketing 66 (2): 120–141. doi:10.1509/jmkg.66.2.120.18470.
  • Berry, L. L. , R. N. Bolton , C. H. Bridges , J. Meyer , A. Parasuraman , and K. Seiders . 2010. “Opportunities for Innovation in the Delivery of Interactive Retail Services.” Journal of Interactive Marketing 24 (2): 155–167. doi:10.1016/j.intmar.2010.02.001.
  • Botti, S. , and S. S. Iyengar . 2006. “The Dark Side of Choice: When Choice Impairs Social Welfare.” Journal of Public Policy & Marketing 25 (1): 24–38. doi:10.1509/jppm.25.1.24.
  • Broniarczyk, S. M. , and W. D. Hoyer . 2010. “Retail Assortment: More ≠ Better.” In Retailing in the 21st Century: Current and Future Trends , edited by M. Krafft and M. K. Mantrala , 271–284. Berlin: Springer. doi:10.1007/3-540-28433-8_15.
  • Broniarczyk, S. M. , W. D. Hoyer , and L. McAlister . 1998. “Consumers’ Perceptions of the Assortment Offered in a Grocery Category: The Impact of Item Reduction.” Journal of Marketing Research 35 (2): 166–176. doi:10.2307/3151845.
  • Burnham, T. A. , J. K. Frels , and V. Mahajan . 2003. “Consumer Switching Costs: A Typology, Antecedents, and Consequences.” Journal of the Academy of Marketing Science 31 (2): 109–126. doi:10.1177/0092070302250897.
  • Cooper-Martin, E. 1994. “Measures of Cognitive Effort.” Marketing Letters 5 (1): 43–56. doi:10.1007/BF00993957.
  • Dholakia, U. M. , B. E. Kahn , R. Reeves , A. Rindfleisch , D. Stewart , and E. Taylor . 2010. “Consumer Behavior in a Multichannel, Multimedia Retailing Environment.” Journal of Interactive Marketing 24 (2): 86–95. doi:10.1016/j.intmar.2010.02.005.
  • Diehl, K. , and C. Poynor . 2010. “Great Expectations?! Assortment Size, Expectations, and Satisfaction.” Journal of Marketing Research 47 (2): 312–322. doi:10.1509/jmkr.47.2.312.
  • Emrich, O. , M. Paul , and T. Rudolph . 2015. “Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type.” Journal of Retailing 91 (2): 326–342. doi:10.1016/j.jretai.2014.12.003.
  • Garaus, M. , and U. Wagner . 2016. “Retail Shopper Confusion: Conceptualization, Scale Development, and Consequences.” Journal of Business Research 69 (9): 3459–3467. doi:10.1016/j.jbusres.2016.01.040.
  • Gourville, J. T. , and D. Soman . 2005. “Overchoice and Assortment Type: When and Why Variety Backfires.” Marketing Science 24 (3): 382–395. doi:10.1287/mksc.1040.0109.
  • Hayes, A. F. 2013. Introduction to Mediation, Moderation, and Conditional Process Analysis . New York : Guilford. doi:10.1111/jedm.12050.
  • Heitmann, M. , D. R. Lehmann , and A. Herrmann . 2007. “Choice Goal Attainment and Decision and Consumption Satisfaction.” Journal of Marketing Research 44 (2): 234–250. doi:10.1509/jmkr.44.2.234.
  • Iyengar, S. S. , and M. R. Lepper . 2000. “When Choice is Demotivating: Can One Desire Too Much of a Good Thing?” Journal of Personality and Social Psychology 79 (6): 995–1006. doi:10.1037/0022-3514.79.6.995.
  • Kahn, B. E. , and B. Wansink . 2004. “The Influence of Assortment Structure on Perceived Variety and Consumption Quantities.” Journal of Consumer Research 30 (4): 519–533. doi:10.1086/380286.
  • Malhotra, N. K. 1984. “Reflections in on the Information Decision Overload Paradigm Consumer Making.” Journal of Consumer Research 10 (4): 436–440. doi:10.1086/208982.
  • Matzler, K. , D. Stieger , and J. Füller . 2011. “Consumer Confusion in Internet-based Mass Customization: Testing a Network of Antecedents and Consequences.” Journal of Consumer Policy 34 (2): 231–247. doi:10.1007/s10603-011-9157-6.
  • Matzler, K. , M. Waiguny , and J. Füller . 2007. “Spoiled for Choice: Consumer Confusion in Internet-based Mass Customization.” Innovative Marketing Journal 3 (3): 7–18. https://businessperspectives.org/media/zoo/applications/publishing/templates/article/assets/js/pdfjs/web/1867.
  • Menon, S. , and B. E. Kahn . 1995. “The Impact of Context on Variety Seeking in Product Choices.” Journal of Consumer Research 22 (3): 285–295. doi:10.1086/209450.
  • Mitchell, V.-W. , and V. Papavassiliou . 1999. “Marketing Causes and Implications of Consumer Confusion.” Journal of Product & Brand Management 8 (4): 319–342. doi:10.1108/10610429910284300.
  • Mitchell, V.-W. , G. Walsh , and M. Yamin . 2005. “Towards a Conceptual Model of Consumer Confusion.” Advances in Consumer Research 32: 143–150. http://www.acrwebsite.org/volumes/9058/volumes/v32/NA-32%20%5Bcopyright.
  • Morales, A. , B. E. Kahn , L. McAlister , and S. M. Broniarczyk . 2005. “Perceptions of Assortment Variety: The Effects of Congruency between Consumers’ Internal and Retailers’ External Organization.” Journal of Retailing 81 (2): 159–169. doi:10.1016/j.jretai.2005.03.007.
  • Neslin, S. A. , and V. Shankar . 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.
  • Scheibehenne, B. , R. Greifeneder , and P. M. Todd . 2010. “Can There Ever Be Too Many Options? A Meta-analytic Review of Choice Overload.” Journal of Consumer Research 37 (3): 409–425. doi:10.1086/651235.
  • Spears, N. , and S. N. Singh . 2004. “Measuring Attitude toward the Brand and Purchase Intentions.” Journal of Current Issues & Research in Advertising 26 (2): 53–66. doi:10.1080/10641734.2004.10505164.
  • Townsend, C. , and B. E. Kahn . 2014. “The ‘Visual Preference Heuristic’: The Influence of Visual versus Verbal Depiction on Assortment Processing, Perceived Variety, and Choice Overload.” Journal of Consumer Research 40 (5): 993–1015. doi:10.1086/673521.
  • Turnbull, P. W. , S. Leek , and G. Ying . 2000. “Customer Confusion: The Mobile Phone Market.” Journal of Marketing Management 16 (1–3): 143–163. doi:10.1362/026725700785100523.
  • Walsh, G. , T. Hennig-Thurau , and V.-W. Mitchell . 2007. “Consumer Confusion Proneness: Scale Development, Validation, and Application.” Journal of Marketing Management 23 (7–8): 697–721. doi:10.1362/026725707X230009.
  • Walsh, G. , and V.-W. Mitchell . 2010. “The Effect of Consumer Confusion Proneness on Word of Mouth, Trust, and Customer Satisfaction.” European Journal of Marketing 44 (6): 838–859. doi:10.1108/30905661080001357.
  • Yoo, C. , J. Park , and D. J. MacInnis . 1998. “Effects of Store Characteristics and In-store Emotional Experiences on Store Attitude.” Journal of Business Research 42 (3): 253–263. doi:10.1016/S0148-2963(97)00122-7.
  • Zeithaml, V. A. , L. L. Berry , and A. Parasuraman . 1996. “The Behavioral Consequences of Service Quality.” Journal of Marketing 60 (2): 31–46. doi:10.2307/1251929.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.