Links and effects of channel integration in the prepurchase and purchase stages of omnichannel retailers

References

• Acquila-Natale E., J. Chaparro-Peláez, The long road to omnichannel retailing: An assessment of channel integration levels across fashion and apparel retailers, European Journal of International Management, 14(6) (2020) 1–16.
   Google Scholar
• Akturk M.S., M. Ketzenberg, G.R. Heim, Assessing impacts of introducing ship-to-store service on sales and returns in omnichannel retailing: A data analytics study, Journal of Operations Management, 61 (July 2018) 15–45.
   Web of Science ®Google Scholar
• Alba J.W., J.W. Hutchinson, Dimensions of Consumer Expertise, Journal of Consumer Research, 13(4) (1987) 411–454.
   Web of Science ®Google Scholar
• Arnett D.B., D.A. Laverie, A. Meiers, Developing Parsimonious Retailer Equity Indexes Using Partial Least Squares Analysis: A Method and Applications, Journal of Retailing, 79(3) (2003) 161–170.
   Web of Science ®Google Scholar
• Banerjee M., Misalignment and its influence on integration quality in multichannel services, Journal of Service Research, 17(4) (2014) 460–474.
   Web of Science ®Google Scholar
• Barwitz N., P. Maas, Understanding the omnichannel customer journey: Determinants of interaction choice, Journal of Interactive Marketing, 43 (August 2018) 116–133.
   Web of Science ®Google Scholar
• Bendoly E., J.D. Blocher, K.M. Bretthauer, S. Krishnan, M.A. Venkataramanan, Online/In-store Integration and Customer Retention, Journal of Service Research, 7(4) (2005) 313–327.
   Web of Science ®Google Scholar
• Bennink M., G. Moors, J. Gelissen, Exploring response differences between face-to-face and web surveys: A qualitative comparative analysis of the Dutch European values survey 2008, Field Methods, 25(4) (2013) 319–338.
   Google Scholar
• Bettman J:R., M. Sujan, Effects of framing on evaluation of comparable and noncomparable alternatives by expert and novice consumers, Journal of Consumer Research, 14(2) (1987) 141–154.
   Google Scholar
• Bhargave R., A. Mantonakis, K. White, The cue-of-the-cloud effect: When reminders of online information availability increase purchase intentions and choice, Journal of Marketing Research, 53(5) (2016) 699–711.
   Web of Science ®Google Scholar
• Bleier A., C.M. Harmeling, R.W. Palmatier, Creating effective online customer experiences, Journal of Marketing, 83(2) (2019) 98–119.
   Web of Science ®Google Scholar
• Bodur H.O., N.M. Klein, N. Arora, Online price search: Impact of price comparison sites on offline price evaluations, Journal of Retailing, 91(1) (2015) 125–139.
   Web of Science ®Google Scholar
• Cao L., L. Li, The Impact of Cross-Channel Integration on Retailers’ Sales Growth, Journal of Retailing, 91(2) (2015) 198–216.
   Web of Science ®Google Scholar
• Chen X., J. Ma, J. Wei, S. Yang, The role of perceived integration in WeChat usages for seeking information and sharing comments: A social capital perspective, Information & Management, 58(1) (2021) 1–9.
   Web of Science ®Google Scholar
• Cheung G.W., R.S. Lau, Accuracy of parameter estimates and confidence intervals in moderated mediation models: A comparison of regression and latent moderated structural equations, Organizational Research Methods, 20(4) (2017) 746–769.
   Web of Science ®Google Scholar
• Chiu H.-C., Y.-C. Hsieh, J. Roan, K.-J. Tseng, J.-K. Hsieh, The Challenge for Multichannel Services: Cross-Channel Free-Riding Behavior, Electronic Commerce Research and Applications, 10(2) (2011) 268–277.
   Web of Science ®Google Scholar
• Collier J.E., S.E. Kimes, Only if it is convenient: understanding how convenience influences self-service technology evaluation, Journal of Service Research, 16(1) (2013) 39–51.
   Web of Science ®Google Scholar
• Cui X., Q. Xie, J. Zhu, M.A. Shareef, M.A.S. Goraya, M.S. Akram, Understanding the omnichannel customer journey: The effect of online and offline channel interactivity on consumer value co-creation behavior, Journal of Retailing and Consumer Services, 65(2022) 102–109.
   Google Scholar
• Diamantopoulos A., G. Smith, I. Grime, The impact of brand extensions on brand personality: experimental evidence, European Journal of Marketing, 39(1/2) (2005) 129–149.
   Web of Science ®Google Scholar
• Emrich O., M. Paul, T. Rudolph, Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type, Journal of Retailing, 91(2) (2015) 326–342.
   Web of Science ®Google Scholar
• Fang J., H. Liu, Y. Li, Balance cues of online-offline channel integration: Considering the moderating role of customer’s showrooming motivation, Information & Management, 58(8) (2021) 1–13.
   Google Scholar
• Feldman J.M., J.G. Lynch, Self-Generated Validity and Other Effects of Measurement on Belief, Attitude, Intention, and Behavior, Journal of Applied Psychology, 73(3) (1988) 421–435.
   Web of Science ®Google Scholar
• Frambach R.-T., H.C. Roest, T.V. Krishnan, 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) (2007) 26–41.
   Web of Science ®Google Scholar
• Frasquet M., M.-J. Miquel, Do channel integration efforts pay-off in terms of online and offline customer loyalty?, International Journal of Retail & Distribution Management, 45(7/8) (2017) 859–873.
   Web of Science ®Google Scholar
• Fuller C.M., M.J. Simmering, G. Atinc, Y. Atinc, B.J. Babin, Common methods variance detection in business research, Journal of Business Research, 69(8) (2016) 3192–3198.
   Web of Science ®Google Scholar
• Gallino S., A. Moreno, Integration of online and offline channels in retail: The impact of sharing reliable inventory availability information, Management Science, 60(6) (2014) 1434–1451.
   Web of Science ®Google Scholar
• Gao F., X. Su, Omnichannel retail operations with buy-online-and-pick-up-in-store, Management Science, 63(8) (2017) 2478–2492.
   Web of Science ®Google Scholar
• Gao W., H. Fan, W. Li, H. Wang, Crafting the customer experience in omnichannel contexts: The role of channel integration, Journal of Business Research, 126(2021) 12–22.
   Web of Science ®Google Scholar
• Hair J.F., W.C. Black, B.J. Babin, A.R. E., R.L. Tatham, Multivariate Data Analysis, (Cengage, Hampshire, 2018).
   Google Scholar
• Hamouda M., Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty, Journal of Enterprise Information Management, 32(4) (2019) 608–625.
   Web of Science ®Google Scholar
• HDE, “Monitor Online”, (Berlin, 2021).
   Google Scholar
• Herhausen D., J. Binder, M. Schoegel, A. Herrmann, Integrating bricks with clicks: retailer-level and channel-level outcomes of online-offline channel integration, Journal of Retailing, 91(2) (2015) 309–325.
   Web of Science ®Google Scholar
• Herhausen D., K. Kleinlercher, P.C. Verhoef, O. Emrich, T. Rudolph, Loyalty Formation for Different Customer Journey Segments, Journal of Retailing, 95(3) (2019) 9–29.
   Web of Science ®Google Scholar
• Hernández B., Jiménez, M.J. Martín, Customer behavior in electronic commerce: The moderating effect of e-purchasing experience, Journal of Business Research, 63(9–10) (2010) 964–971.
   Web of Science ®Google Scholar
• Hossain T.M.T., S. Akter, U. Kattiyapornpong, Y. Dwivedi, Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing, Industrial Marketing Management, 87 (May 2020) 225–241.
   Web of Science ®Google Scholar
• Hu Y., S. Qu, G. Li, S.P. Sethi, Power structure and channel integration strategy for online retailers, European Journal of Operational Research, 294(3) (2021) 951–964.
   Web of Science ®Google Scholar
• Hult G.T.M., P.N. Sharma, F.V. Morgeson III, Y. Zhang, Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?, Journal of Retailing, 95(1) (2019) 10–23.
   Web of Science ®Google Scholar
• Jara M., D. Vyt, O. Mevel, T. Morvan, N. Morvan, Measuring customers benefits of click and collect, Journal of Services Marketing, 32(4) (2018) 430–442.
   Web of Science ®Google Scholar
• Johnson R.E., C.C. Rosen, C.-H. Chang, To aggregate or not to aggregate: Steps for developing and validating higher-order multidimensional constructs, Journal of Business and Psychology, 26(3) (2011) 241–248.
   Web of Science ®Google Scholar
• Khalifa M., V. Liu, Online consumer retention: contingent effects of online shopping habit and online shopping experience, European Journal of Information Systems, 16(6) (2007) 780–792.
   Web of Science ®Google Scholar
• Kuehnl C., D. Jozic, C. Homburg, Effective customer journey design: consumers’ conception, measurement, and consequences, Journal of the Academy of Marketing Science, 47(3) (2019) 551–568.
   Web of Science ®Google Scholar
• Lazaris C., P. Sarantopoulos, A. Vrechopoulos, G. Doukidis, Effects of Increased Omnichannel Integration on Customer Satisfaction and Loyalty Intentions, International Journal of Electronic Commerce, 25(4) (2021) 440–468.
   Web of Science ®Google Scholar
• Lee Z.W.Y., T.K.H. Chan, A.Y.-L. Chong, D.R. Thadani, Customer engagement through omnichannel retailing: The effects of channel integration quality, Industrial Marketing Management, 77(2) (2019) 90–101.
   Google Scholar
• Lemon K.N., P.C. Verhoef, Understanding Customer Experience Throughout the Customer Journey, Journal of Marketing, 80 (November 2016) 69–96.
   Web of Science ®Google Scholar
• Li Y., H. Liu, E.T.K. Lim, J.M. Goh, F. Yang, M.K.O. Lee, Customer’s reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs, Decision Support Systems, 109 (May 2018) 50–60.
   Web of Science ®Google Scholar
• Luo J., M. Fan, H. Zhang, Information technology, cross-channel capabilities, and managerial actions: Evidence from the apparel industry, Journal of the Association for Information Systems, 17(5) (2015) 308–327.
   Google Scholar
• Lynch J.G., Accessibility-Diagnosticity and the Multiple Pathway Anchoring and Adjustment Model, Journal of Consumer Research, 33(1) (2006) 25–27.
   Web of Science ®Google Scholar
• Lynch J.G., H. Marmorstein, M.F. Weigold, Choices from Sets Including Remembered Brands: Use of Recalled Attributes and Prior Overall Evaluations, Journal of Consumer Research, 15(2) (1988) 169–184.
   Web of Science ®Google Scholar
• Maxham III J.G., R.G. Netemeyer, A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts, Journal of Marketing, 66(4) (2002) 57–71.
   Web of Science ®Google Scholar
• Maydeu-Olivares A., Maximum likelihood estimation of structural equation models for continuous data: Standard errors and goodness of fit, Structural Equation Modeling: A Multidisciplinary Journal, 24(3) (2017) 383–394.
   Web of Science ®Google Scholar
• Melis K., K. Campo, E. Breugelmans, L. Lamey, The Impact of the Multi-channel Retail Mix on Online Store Choice: Does Online Experience Matter?, Journal of Retailing, 91(2) (2015) 272–288.
   Web of Science ®Google Scholar
• Menon G., P. Raghubir, Ease-of-Retrieval as an Automatic Input in Judgements: A Mere-Accessibility Framework?, Journal of Consumer Research, 30(2) (2003) 230–243.
   Web of Science ®Google Scholar
• Mitchell M.A., S.E. Maxwell, A comparison of the cross-sectional and sequential designs when assessing longitudinal mediation, Multivariate Behavioral Research, 48(3) (2013) 301–339.
   PubMed Web of Science ®Google Scholar
• Montoya-Weiss M.M., G.B. Voss, D. Grewal, Determinants of Online Channel Use and Overall Satisfaction With a Relational, Multichannel Service Provider, Journal of the Academy of Marketing Science, 31(4) (2003) 448–458.
   Web of Science ®Google Scholar
• Mosquera A., C. Olarte-Pascual, E.J. Ayensa, Y.S. Murillo, The role of technology in an omnichannel physical store: Assessing the Moderating Effect of Gender, Spanish Journal of Marketing, 22(1) (2018) 63–82.
   Google Scholar
• Nysveen H., P.E. Pedersen, An exploratory study of customers’ perception of company web sites offering various interactive applications: moderating effects of customers’ Internet experience, Decision Support Systems, 37(1) (2004) 137–150.
   Web of Science ®Google Scholar
• Oh L.-O., H.-H. Teo, Consumer value co-creation in a hybrid commerce service-delivery system, International Journal of Electronic Commerce, 14(3) (2010) 35–62.
   Web of Science ®Google Scholar
• Oh L.-O., H.-H. Teo, V. Sambamurthy, The effects of retail channel integration through the use of information technologies on firm performance, Journal of Operations Management, 30(5) (2012) 368–381.
   Web of Science ®Google Scholar
• PlanetRetail, PlanetRetail Statistics, in, (2020).
   Google Scholar
• Quach, S., M. Barari, Moudrý, Quach, Service integration in omnichannel retailing and its impact on customer experience, Journal of Retailing and Consumer Services, (August 2020) 102–118.
   Google Scholar
• Roggeveen A.L., R. Sethuraman, Customer-interfacing retail technologies in 2020 & beyond: An integrative framework and research directions, Journal of Retailing, 96(3) (2020) 299–309.
   Web of Science ®Google Scholar
• Rucker D.D., K.J. Preacher, Z.L. Tormala, R.E. Petty, Mediation analysis in social psychology: Current practices and new recommendations, Social and Personality Psychology Compass, 5(6) (2011) 359–371.
   Google Scholar
• Saghiri S., V. Mirzabeiki, Omni-channel integration: the matter of information and digital technology, International Journal of Operations & Production Management, 4(11) (2021) 1660–1710.
   Google Scholar
• Saghiri S., R. Wilding, C. Mena, M. Bourlakis, Toward a three-dimensional framework for omni-channel, Journal of Business Research, 77(August 2017) 53–67.
   Google Scholar
• Schramm-Klein H., G. Wagner, S. Steinmann, D. Morschett, Cross-channel integration – is it valued by customers?, International Review of Retail, Distribution and Consumer Research, 21(5) (2011) 501–511.
   Google Scholar
• Schwarz N., Metacognitive experiences in consumer judgment and decision making, Journal of Consumer Psychology, 14(4) (2004) 332–348.
   Web of Science ®Google Scholar
• Seck A.-M., J. Philippe, Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction, Service Industries Journal, 33(6) (2013) 565–579.
   Web of Science ®Google Scholar
• Shen X.-L., Y.-J. Li, Y. Sun, N. Wang, Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience, Decision Support Systems, 109 (May 2018) 61–73.
   Web of Science ®Google Scholar
• Swoboda B., A. Winters, Effects of the most useful offline-online and online-offline channel integration services for consumers, Decision Support Systems, 145 (June 2021) 113522.
   Web of Science ®Google Scholar
• Tagashira T., C. Minami, The Effect of Cross-Channel Integration on Cost Efficiency, Journal of Interactive Marketing, 47 (August 2019) 68–83.
   Google Scholar
• Trenz M., D. Veit, C.-W. Tan, Disentangling the impact of omnichannel integration services on consumer behavior in integrated sales channels, MIS Quarterly, 44(3) (2019) 1207–1258.
   Google Scholar
• Van Baal S., Should retailers harmonize marketing variables across their distribution channels? An investigation of cross-channel effects in multi-channel retailing, Journal of Retailing and Consumer Services, 21(6) (2014) 1038–1046.
   Google Scholar
• Van de Schoot R., P. Lugtig, J. Hox, A checklist for testing measurement invariance, European Journal of Developmental Psychology, 9(4) (2012) 486–492.
   Web of Science ®Google Scholar
• Verhagen T., W. van Dolen, J. Merikivi, The Influence of In‐Store Personnel on Online Store Value: An Analogical Transfer Perspective, Psychology & Marketing, 36(3) (2019) 161–174.
   Web of Science ®Google Scholar
• Verhoef P.-C., S.A. Neslin, B. Vroomen, Multichannel customer management: Understanding the research-shopper phenomenon, International Journal of Research in Marketing, 24(2) (2007) 129–148.
   Web of Science ®Google Scholar
• Weber A., E. Maier, Reducing competitive research shopping with cross-channel delivery, International Journal of Electronic Commerce, 24(1) (2020) 78–106.
   Web of Science ®Google Scholar
• Wiener M., N. Hoßbach, C. Saunders, Omnichannel businesses in the publishing and retailing industries: Synergies and tensions between coexisting online and offline business models, Decision Support Systems, 109 (May 2018) 15–26.
   Web of Science ®Google Scholar
• Yang S., Y. Lu, P.Y.K. Chau, S. Gupta, Role of channel integration on the service quality, satisfaction, and repurchase intention in a multi-channel (online-cum-mobile) retail environment, International Journal of Mobile Communications, 15(1) (2017) 1–25.
   Web of Science ®Google Scholar
• Yang Y., Y. Gong, L.P.W. Land, T. Chesney, Understanding the effects of physical experience and information integration on consumer use of online to offline commerce, International Journal of Information Management, 51 (April 2020) 1–45.
   Google Scholar
• Zara (2021). “Zara Annual Report 2020,” https://www.zara.com/ww/en/sustainability-annual-Report-mkt1450.html. Accessed 23 July 2021.
   Google Scholar
• Zhang M., C. Ren, G.A. Wang, Z. He, The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment, Electronic Commerce Research and Applications, 28 (March-April 2018) 181–193.
   Web of Science ®Google Scholar