Omni-channel shopping experiences – to share or not to share?

References

• Adhi, P., Hazan, E., Kohli, S., & Robinson, K. (2021). “Omnichannel shopping in 2030. McKinsey insights”. Ahead-of-print. Available at: https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/omnichannel-shopping-in-2030/ (Accessed February 14, 2024).
   Google Scholar
• Afthanorhan, A., Awang, Z., & Aimran, N. (2020). Five common mistakes for using partial least squares path modeling (PLS-PM) in management research. Contemporary Management Research, 16(4), 1–18. https://doi.org/10.7903/cmr.20247
   Google Scholar
• Ajzen, I. (1988). Attitudes, personality, and behavior. Dorsey Press.
   Google Scholar
• Akareem, H. S., Wiese, M., & Hammedi, W. (2022). Patients’ experience sharing with online social media communities: A bottom-of-the-pyramid perspective. Journal of Services Marketing, 36(2), 168–184. https://doi.org/10.1108/JSM-12-2020-0512
   Web of Science ®Google Scholar
• Anon. (2024). Winning with the omnichannel shopper in the face of disruption. Available at: https://www.8451.com/omnichannel-white-paper-2023/ (Accessed February 16, 2024)
   Google Scholar
• Arica, R., Cobanoglu, C., Cakir, O., Corbaci, A., Hsu, M.-J., & Della Corte, V. (2022). Travel experience sharing on social media: Effects of the importance attached to content sharing and what factors inhibit and facilitate it. International Journal of Contemporary Hospitality Management, 34(4), 1566–1586. https://doi.org/10.1108/IJCHM-01-2021-0046
   Web of Science ®Google Scholar
• Asmare, A., & Zewdie, S. (2022). Omnichannel retailing strategy: A systematic review. The International Review of Retail, Distribution and Consumer Research, 32(1), 59–79. https://doi.org/10.1080/09593969.2021.2024447
   Web of Science ®Google Scholar
• Awang, Z. (2014). Analyzing the effect of a moderator in a model: The multi-group CFA procedure in SEM. Proceedings of the Academic Colloquium for Academicians & Postgraduates, Kuala Terengganu, Malaysia, November, 128–154.
   Google Scholar
• Bagozzi, R. P. (1986). Attitude formation under the theory of reasoned action and a purposeful behaviour reformulation. British Journal of Social Psychology, 25(2), 95–107. https://doi.org/10.1111/j.2044-8309.1986.tb00708.x
   Google Scholar
• Bandura, A. (1986). Social foundations of thought and action: A social cognitive theory. Prentice-Hall.
   Google Scholar
• Barbosa, J., & Casais, B. (2022). The transformative and evolutionary approach of omnichannel in retail companies: Insights from multi-case studies in Portugal. International Journal of Retail & Distribution Management, 50(7), 799–815. https://doi.org/10.1108/IJRDM-12-2020-0498
   Web of Science ®Google Scholar
• Baxendale, S., MacDonald, E. K., & Wilson, H. N. (2015). The impact of different touchpoints on brand consideration. Journal of Retailing, 91(2), 235–253. https://doi.org/10.1016/j.jretai.2014.12.008
   Web of Science ®Google Scholar
• Bell, D., Gallino, S., & Moreno, A. (2015). Showrooms and information provision in omni-channel retail. Production and Operations Management, 24(3), 360–362. https://doi.org/10.1111/poms.12258_2
   Web of Science ®Google Scholar
• Belvedere, V., Martinelli, E. M., & Tunisini, A. (2021). Getting the most from E-commerce in the context of omnichannel strategies. Italian Journal of Marketing, 2021(4), 331–349. https://doi.org/10.1007/s43039-021-00037-6
   Google Scholar
• Bijmolt, T. H., Broekhuis, M., de Leeuw, S., Hirche, C., Rooderkerk, R. P., Sousa, R., & Zhu, S. X. (2021). Challenges at the marketing–operations interface in omni-channel retail environments. Journal of Business Research, 122, 864–874. https://doi.org/10.1016/j.jbusres.2019.11.034
   Web of Science ®Google Scholar
• Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
   Web of Science ®Google Scholar
• Cai, Y.-J., & Lo, C. K. Y. (2020). Omni-channel management in the new retailing era: A systematic review and future research agenda. International Journal of Production Economics, 229, 107729. https://doi.org/10.1016/j.ijpe.2020.107729
   Web of Science ®Google Scholar
• Cattapan, T., & Pongsakornrungsilp, S. (2022). Impact of omnichannel integration on Millennials’ purchase intention for fashion retailer. Cogent Business and Management, 9(1), 2087460. https://doi.org/10.1080/23311975.2022.2087460
   Web of Science ®Google Scholar
• Chang, Y. P., & Li, J. (2022). Seamless experience in the context of omnichannel shopping: scale development and empirical validation. Journal of Retailing and Consumer Services, 64, 102800. https://doi.org/10.1016/j.jretconser.2021.102800
   Web of Science ®Google Scholar
• Chen, L. Y. (2019). The effects of livestream shopping on customer satisfaction and continuous purchase intention. International Journal of Advanced Studies in Computers, Science and Engineering, 8(4), 1–9.
   Google Scholar
• Chen, T., Drennan, J., Andrews, L., & Hollebeek, L. D. (2018). User experience sharing: Understanding customer initiation of value co-creation in online communities. European Journal of Marketing, 52(5/6), 1154–1184. https://doi.org/10.1108/EJM-05-2016-0298
   Web of Science ®Google Scholar
• Chen, Y., & Chi, T. (2021). How does channel integration affect consumers’ selection of omni-channel shopping methods? An empirical study of US consumers. Sustainability, 13(16), 8983. https://doi.org/10.3390/su13168983
   Web of Science ®Google Scholar
• Cho, W.-C., Lee, K. Y., & Yang, S.-B. (2019). What makes you feel attached to smartwatches? The stimulus–organism–response (S–O–R) perspectives. Information Technology & People, 32(2), 319–343. https://doi.org/10.1108/ITP-05-2017-0152
   Web of Science ®Google Scholar
• Chu, S.-C., Chen, H.-T., & Sung, Y. (2016). Following brands on Twitter: An extension of theory of planned behavior. International Journal of Advertising, 35(3), 421–437. https://doi.org/10.1080/02650487.2015.1037708
   Web of Science ®Google Scholar
• Chuah, S. H.-W., Aw, E. C.-X., & Tseng, M.-L. (2020). The missing link in the promotion of customer engagement: The roles of brand fan page attractiveness and agility. Internet Research, 31(2), 587–612. https://doi.org/10.1108/INTR-01-2020-0025
   Web of Science ®Google Scholar
• Chuah, S. H.-W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36, 124–136. https://doi.org/10.1016/j.jretconser.2017.01.010
   Web of Science ®Google Scholar
• Chung, N., Han, H., & Joun, Y. (2015). Tourists’ intention to visit a destination: The role of augmented reality (AR) application for a heritage site. Computers in Human Behavior, 50, 588–599. https://doi.org/10.1016/j.chb.2015.02.068
   Web of Science ®Google Scholar
• City Press. (2022). “Are women better shoppers than men? Well, maybe – study shows.” City Press. Available at: https://www.news24.com/citypress/news/are-women-better-shoppers-than-men-well-maybe-study-shows-20220826 (Accessed October 16, 2023).
   Google Scholar
• Constant, D., Kiesler, S., & Sproull, L. (1994). What’s mine is ours, or is it? A study of attitudes about information sharing. Information Systems Research, 5(4), 400–421. https://doi.org/10.1287/isre.5.4.400
   Web of Science ®Google Scholar
• Court, D., Elzinga, D., Mulder, S., & Vetvik, O. J. (2009). The consumer decision journey. McKinsey Quarterly, 3(3), 1–11.
   Google Scholar
• Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
   Web of Science ®Google Scholar
• De Keyser, A., Verleye, K., Lemon, K. N., Keiningham, T. L., & Klaus, P. (2020). Moving the customer experience field forward: Introducing the touchpoints, context, qualities (TCQ) nomenclature. Journal of Service Research, 23(4), 433–455. https://doi.org/10.1177/1094670520928390
   Web of Science ®Google Scholar
• De Oliveira, S., Ladeira, F. W., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. (2020). Customer engagement in social media: A framework and meta-analysis. Journal of the Academy of Marketing Science, 48(6), 1211–1228. https://doi.org/10.1007/s11747-020-00731-5
   Web of Science ®Google Scholar
• Duarte, P., Costa e Silva, S., & Ferreira, M. B. (2018). How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161–169. https://doi.org/10.1016/j.jretconser.2018.06.007
   Web of Science ®Google Scholar
• Ecommerce. Ecommerce. (2022). “10 trends and projections for online shopping in SA.” Available at: https://www.ecommerce.co.za/infocentrearticle.aspx?s=165&c=629&a=7570&p=41&title=Landscape#title (Accessed October 16, 2022).
   Google Scholar
• Edelman, D. C., & Singer, M. (2015). Competing on customer journeys. Harvard Business Review, 93(11), 88–100.
   Google Scholar
• Euromonitor. (2022). “Voice of the industry: digital survey”. Accessed February 16, 2024. available at: https://www.euromonitor.com/voice-of-the-industry-digital-survey/report
   Google Scholar
• Fishbein, M., & Ajzen, I. (2010). Predicting and changing behavior: The reasoned action approach. Psychology Press.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Gao, M., & Huang, L. (2023). The mediating role of perceived enjoyment and attitude consistency in omni-channel retailing. Asia Pacific Journal of Marketing and Logistics, 36(3), 599–621. https://doi.org/10.1108/APJML-01-2023-0079
   Web of Science ®Google Scholar
• Gao, R., & Yang, Y.-X. (2016). Consumers’ decision: Fashion omni-channel retailing. Journal of Information Hiding and Multimedia Signal Processing, 7(2), 325–342.
   Google Scholar
• Gao, F., & Su, X. (2017). Omnichannel retail operations with buy-online-and-pick-up-in-store. Management Science, 63(8), 2478–2492. https://doi.org/10.1287/mnsc.2016.2473
   Web of Science ®Google Scholar
• Gasparin, I., Panina, E., Becker, L., Yrjölä, M., Jaakkola, E., & Pizzutti, C. (2022). “Challenging the “integration imperative”: A customer perspective on omnichannel journeys. Journal of Retailing and Consumer Services, 64, 102829. https://doi.org/10.1016/j.jretconser.2021.102829
   Web of Science ®Google Scholar
• Gerea, C., Gonzalez-Lopez, F., & Herskovic, V. (2021). Omnichannel customer experience and management: an integrative review and research agenda. Sustainability, 13(5), 2824. https://doi.org/10.3390/su13052824
   Web of Science ®Google Scholar
• Ghotbabadi, A. R., Feiz, S., & Baharun, R. (2016). The relationship of customer perceived risk and customer satisfaction. Mediterranean Journal of Social Sciences, 7(1), 161. https://doi.org/10.5901/mjss.2016.v7n1s1p161
   Google Scholar
• Goyal, S., Hu, C., Chauhan, S., Gupta, P., Bhardwaj, A. K., & Mahindroo, A. (2021). Social commerce: A bibliometric analysis and future research directions. Journal of Global Information Management, 29(6), 1–33. https://doi.org/10.4018/JGIM.293291
   Web of Science ®Google Scholar
• Grewal, D., Roggeveen, A. L., & Nordfält, J. (2016). Roles of retailer tactics and customer-specific factors in shopper marketing: Substantive, methodological, and conceptual issues. Journal of Business Research, 69(3), 1009–1013. https://doi.org/10.1016/j.jbusres.2015.08.012
   Web of Science ®Google Scholar
• Gvili, Y., & Levy, S. (2021). Consumer engagement in sharing brand-related information on social commerce: The roles of culture and experience. Journal of Marketing Communications, 27(1), 53–68. https://doi.org/10.1080/13527266.2019.1633552
   Google Scholar
• Hair, J. F., Black, W. C., & Babin, B. J. (2014). Multivariate data analysis. Pearson Education Limited.
   Google Scholar
• Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
   Web of Science ®Google Scholar
• Hamouda, M. (2019). Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty. Journal of Enterprise Information Management, 32(4), 608–625. https://doi.org/10.1108/JEIM-12-2018-0279
   Web of Science ®Google Scholar
• Hau, Y. S., & Kang, M. (2016). Extending lead user theory to users’ innovation-related knowledge sharing in the online user community: The mediating roles of social capital and perceived behavioral control. International Journal of Information Management, 36(4), 520–530. https://doi.org/10.1016/j.ijinfomgt.2016.02.008
   Web of Science ®Google Scholar
• Hau, Y.-S., & Kim, Y.-G. (2011). Why would online gamers share their innovation-conducive knowledge in the online game user community? Integrating individual motivations and social capital perspectives. Computers in Human Behavior, 27(2), 956–970. https://doi.org/10.1016/j.chb.2010.11.022
   Web of Science ®Google Scholar
• Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
   Web of Science ®Google Scholar
• Herhausen, D., Jochen Binder, J., Schoegel, M., & Herrmann, A. (2015). Integrating bricks with clicks: Retailer-level and channel-level outcomes of online–offline channel integration. Journal of Retailing, 91(2), 309–325. https://doi.org/10.1016/j.jretai.2014.12.009
   Web of Science ®Google Scholar
• Herhausen, D., Kleinlercher, K., Verhoef, P. C., Emrich, O., & Rudolph, T. (2019). Loyalty formation for different customer journey segments. Journal of Retailing, 95(3), 9–29. https://doi.org/10.1016/j.jretai.2019.05.001
   Web of Science ®Google Scholar
• Hickman, E., Kharouf, H., & Sekhon, H. (2020). An omnichannel approach to retailing: Demystifying and identifying the factors influencing an omnichannel experience. The International Review of Retail, Distribution and Consumer Research, 30(3), 266–288. https://doi.org/10.1080/09593969.2019.1694562
   Web of Science ®Google Scholar
• Hogan, B., & Quan-Haase, A. (2010). Persistence and change in social media. Bulletin of Science, Technology and Society, 30(5), 309–315. https://doi.org/10.1177/0270467610380012
   Google Scholar
• Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: Toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377–401. https://doi.org/10.1007/s11747-015-0460-7
   Web of Science ®Google Scholar
• Hossain, T. M., Akter, T. S., Kattiyapornpong, U., & Dwivedi, Y. K. (2019). Multichannel integration quality: A systematic review and agenda for future research. Journal of Retailing and Consumer Services, 49, 154–163. https://doi.org/10.1016/j.jretconser.2019.03.019
   Web of Science ®Google Scholar
• Huré, E., Picot-Coupey, K., & Ackermann, C.-L. (2017). Understanding omni-channel shopping value: A mixed-method study. Journal of Retailing and Consumer Services, 39(6), 314–330. https://doi.org/10.1016/j.jretconser.2017.08.011
   Google Scholar
• İzmirli, D., Ekren, B. Y., Kumar, V., & Pongsakornrungsilp, S. (2021). Omni-channel network design towards circular economy under inventory share policies. Sustainability, 13(5), 2875. https://doi.org/10.3390/su13052875
   Web of Science ®Google Scholar
• Joshi, S., Sharma, M., & Chatterjee, P. (2022). Omni-channel retailing enhancing unified experience amidst pandemic: An emerging market perspective. Decision Making: Applications in Management and Engineering, 6(1), 449–473.
   Google Scholar
• Kalyanam, K., McAteer, J., Marek, J., Hodges, J., & Lin, L. (2018). Cross channel effects of search engine advertising on brick-and-mortar retail sales: Meta analysis of large-scale field experiments on Google.com. Quantitative Marketing and Economics, 16(1), 1–42. https://doi.org/10.1007/s11129-017-9188-7
   Web of Science ®Google Scholar
• Kaur, V., Khullar, V., & Verma, N. (2020). Review of artificial intelligence with retailing sector. Journal of Computer Science Research, 2(1), 1–7. https://doi.org/10.30564/jcsr.v2i1.1591
   Google Scholar
• King, B. A., & Youngblood, N. E. (2016). E-government in Alabama: An analysis of county voting and election website content, usability, accessibility, and mobile readiness. Government Information Quarterly, 33(4), 715–726. https://doi.org/10.1016/j.giq.2016.09.001
   Web of Science ®Google Scholar
• Kühn, S. W., & Petzer, D. J. (2018). Fostering purchase intentions toward online retailer websites in an emerging market: An SOR perspective. Journal of Internet Commerce, 17(3), 255–282. https://doi.org/10.1080/15332861.2018.1463799
   Web of Science ®Google Scholar
• Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497–514. https://doi.org/10.1509/jmr.15.0044
   Web of Science ®Google Scholar
• Kumar, J., & Nayak, J. K. (2019). Consumer psychological motivations to customer brand engagement: A case of brand community. Journal of Consumer Marketing, 36(1), 168–177. https://doi.org/10.1108/JCM-01-2018-2519
   Web of Science ®Google Scholar
• Kumar, S., Jain, A., & Hsieh, J.-K. (2021). Impact of apps aesthetics on revisit intentions of food delivery apps: The mediating role of pleasure and arousal. Journal of Retailing and Consumer Services, 63, 102686. https://doi.org/10.1016/j.jretconser.2021.102686
   Web of Science ®Google Scholar
• Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57(1), 102207. https://doi.org/10.1016/j.jretconser.2020.102207
   Google Scholar
• Lee, L., Inman, J. J., Argo, J. J., Böttger, T., Dholakia, U., Gilbride, T., van Ittersum, K., Kahn, B., Kalra, A., Lehmann, D. R., McAlister, L. M., Shankar, V., & Tsai, C. I. (2018). From browsing to buying and beyond: The needs-adaptive shopper journey model. Journal of the Association for Consumer Research, 3(3), 277–293. https://doi.org/10.1086/698414
   Google Scholar
• Lee, W.-J. (2020). Unravelling consumer responses to omni-channel approach. Journal of Theoretical and Applied Electronic Commerce Research, 15(3), 37–49. https://doi.org/10.4067/S0718-18762020000300104
   Web of Science ®Google Scholar
• Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869. https://doi.org/10.1007/s11747-010-0219-0
   Web of Science ®Google Scholar
• Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
   Web of Science ®Google Scholar
• Leppäniemi, M., Karjaluoto, H., & Saarijärvi, H. (2017). Customer perceived value, satisfaction, and loyalty: The role of willingness to share information. The International Review of Retail, Distribution and Consumer Research, 27(2), 164–188. https://doi.org/10.1080/09593969.2016.1251482
   Web of Science ®Google Scholar
• Li, J., & Chang, Y. (2023). The influence of seamless shopping experience on customers’ word of mouth on social media. Journal of Services Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSM-04-2023-0135
   Web of Science ®Google Scholar
• Li, X., Zhou, Y., Wong, Y. D., Wang, X., & Yuen, K. F. (2021). What influences panic buying behaviour? A model based on dual-system theory and stimulus–organism–response framework. International Journal of Disaster Risk Reduction, 64, 102484. https://doi.org/10.1016/j.ijdrr.2021.102484
   Web of Science ®Google Scholar
• Lin, S.-W., Huang, E. Y., & Cheng, K.-T. (2023). A binding tie: why do customers stick to omnichannel retailers? Information Technology & People, 36(3), 1126–1159. https://doi.org/10.1108/ITP-01-2021-0063
   Web of Science ®Google Scholar
• Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. MIT Press.
   Google Scholar
• Melacini, M., Perotti, S., Rasini, M., & Tappia, E. (2018). E-fulfilment and distribution in omni-channel retailing: A systematic literature review. International Journal of Physical Distribution & Logistics Management, 48(4), 391–414. https://doi.org/10.1108/IJPDLM-02-2017-0101
   Web of Science ®Google Scholar
• Michaud-Trevinal, A., & Stenger, T. (2014). Toward a conceptualization of the online shopping experience. Journal of Retailing and Consumer Services, 21(3), 314–326. https://doi.org/10.1016/j.jretconser.2014.02.009
   Google Scholar
• Mirzabeiki, V., & Saghiri, S. S. (2020). From ambition to action: How to achieve integration in omni-channel? Journal of Business Research, 110, 1–11. https://doi.org/10.1016/j.jbusres.2019.12.028
   Web of Science ®Google Scholar
• Mondahl, M., & Razmerita, L. (2014). Social media, collaboration and social learning: A case-study of foreign language learning. Electronic Journal of E-Learning, 12(4), 339–352.
   Google Scholar
• Mosquera, A., Pascual, C. O., & Ayensa, E. J. (2017). Understanding the customer experience in the age of omni-channel shopping. Revista ICONO14 Revista Científica de Comunicación y Tecnologías Emergentes, 15(2), 92–114. https://doi.org/10.7195/ri14.v15i2.1070
   Google Scholar
• Nunnally, J. C. (1978). An overview of psychological measurement. In: Wolman, B.B. (Ed) Clinical Diagnosis of Mental Disorders. Springer.
   Google Scholar
• Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
   Web of Science ®Google Scholar
• Pantano, E., & Viassone, M. (2015). Engaging consumers on new integrated multichannel retail settings: Challenges for retailers. Journal of Retailing and Consumer Services, 25, 106–114. https://doi.org/10.1016/j.jretconser.2015.04.003
   Web of Science ®Google Scholar
• Park, J.-H., & Kim, M.-K. (2016). Factors influencing the low usage of smart TV services by the terminal buyers in Korea. Telematics and Informatics, 33(4), 1130–1140. https://doi.org/10.1016/j.tele.2016.01.001
   Web of Science ®Google Scholar
• Pebriani, W. V., Sumarwan, U., & Simanjuntak, M. (2018). The effect of lifestyle, perception, satisfaction, and preference on the online re-purchase intention. Independent Journal of Management & Production, 9(2), 545–561. https://doi.org/10.14807/ijmp.v9i2.690
   Google Scholar
• Quach, S., Barari, M., Moudrý, D. V., & Quach, K. (2020). Service integration in omnichannel retailing and its impact on customer experience. Journal of Retailing and Consumer Services, 65, 102267. https://doi.org/10.1016/j.jretconser.2020.102267
   Web of Science ®Google Scholar
• Rapp, A., Baker, T. L., Bachrach, D. G., Ogilvie, J., & Beitelspacher, L. S. (2015). Perceived customer showrooming ­behavior and the effect on retail salesperson self-efficacy and performance. Journal of Retailing, 91(2), 358–369. https://doi.org/10.1016/j.jretai.2014.12.007
   Web of Science ®Google Scholar
• Saghiri, S., Wilding, R., Mena, C., & Bourlakis, M. (2017). Toward a three-dimensional framework for omni-channel. Journal of Business Research, 77, 53–67. https://doi.org/10.1016/j.jbusres.2017.03.025
   Web of Science ®Google Scholar
• Sashi, C. M. (2012). Customer engagement, buyer‐seller relationships, and social media. Management Decision, 50(2), 253–272. https://doi.org/10.1108/00251741211203551
   Web of Science ®Google Scholar
• Shukla, M. (2021). What is omnichannel retail? A guide to the latest trends in omni-channel customer experience. Available at: https://delighted.com/blog/omnichannel-retail-consumer-trends. (Accessed February, 14, 2024).
   Google Scholar
• Sohail, M. S. (2015). Gender differences in mall shopping: A study of shopping behaviour of an emerging nation. Journal of Marketing and Consumer Behaviour in Emerging Markets, 1(1), 36–46.
   Google Scholar
• Solutionists. (2021). “Men vs women: online shopping behaviour. Who runs the online shopping world?” Solutionists. Available at: https://www.solutionists.co.nz/blog/ecommerce/men-vs-women-online-shopping-behaviour (Accessed January 21, 2023),
   Google Scholar
• Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356–371. https://doi.org/10.1177/1094670506286324
   Web of Science ®Google Scholar
• Stephen, A. T., & Galak, J. (2012). The effects of traditional and social earned media on sales: A study of a microlending marketplace. Journal of Marketing Research, 49(5), 624–639. https://doi.org/10.1509/jmr.09.0401
   Web of Science ®Google Scholar
• Sutcliffe, A. (2002). “Assessing the reliability of heuristic evaluation for web site attractiveness and usability.”. Proceedings of the 35th Annual Hawaii International Conference on System Sciences, Big Island, Hawaii, USA, January: 1838–1847. https://doi.org/10.1109/HICSS.2002.994098
   Google Scholar
• Sugiat, M., Saabira, N., & Witarsyah, D. (2023). Omni-Channel Service Analysis of Purchase Intention. International Journal on Informatics Visualization, 7(4), 2543–2549. https://doi.org/10.30630/joiv.7.4.02442
   Google Scholar
• Van de Schoot, R., Lugtig, P., & Hox, J. (2012). A checklist for testing measurement invariance. European Journal of Developmental Psychology, 9(4), 486–492. https://doi.org/10.1080/17405629.2012.686740
   Web of Science ®Google Scholar
• Verhoef, P. C., van Ittersum, K., Kannan, P. K., & Inman, J. (2022). Omnichannel retailing: A consumer perspective. In Lynn R. Kahle, Tina M. Lowrey, and Joel Huber,(Eds), APA handbook of consumer psychology. 649–672. American Psychological Association.
   Google Scholar
• Verhoef, P. C., Kannan, P. K., & Inman, J. (2015). From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174–181. https://doi.org/10.1016/j.jretai.2015.02.005
   Web of Science ®Google Scholar
• Wirtz, B. W., Piehler, R., & Sebastian Ullrich, S. (2013). Determinants of social media website attractiveness. Journal of Electronic Commerce Research, 14(1), 11.
   Web of Science ®Google Scholar
• Wirtz, B. W., Göttel, V., Langer, P. F., & Thomas, M.-J. (2020). Antecedents and consequences of public administration’s social media website attractiveness. International Review of Administrative Sciences, 86(1), 38–61. https://doi.org/10.1177/0020852318762310
   Web of Science ®Google Scholar
• Wu, J.-F., & Chang, Y. P. (2016). Multichannel integration quality, online perceived value and online purchase intention: A perspective of land-based retailers. Internet Research, 26(5), 1228–1248. https://doi.org/10.1108/IntR-04-2014-0111
   Web of Science ®Google Scholar
• Wu, L.-W. (2011). Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness. Journal of Services Marketing, 25(5), 310–322. https://doi.org/10.1108/08876041111149676
   Web of Science ®Google Scholar
• Yim, C. K. B., Chan, K. W., & Hung, K. (2007). Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity. Journal of Retailing, 83(1), 147–157. https://doi.org/10.1016/j.jretai.2006.10.011
   Web of Science ®Google Scholar
• Yen, Y.-S. (2023). Channel integration affects usage intention in food delivery platform services: the mediating effect of perceived value. Asia Pacific Journal of Marketing and Logistics, 35(1), 54–73. https://doi.org/10.1108/APJML-05-2021-0372
   Web of Science ®Google Scholar
• Zhang, X., Park, Y., & Park, J. (2024). The effect of personal innovativeness on customer journey experience and reuse intention in omni-channel context. Asia Pacific Journal of Marketing and Logistics, 36(2), 480–495. https://doi.org/10.1108/APJML-12-2022-1013
   Web of Science ®Google Scholar
• Zhang, M., Ren, C., Wang, G. A., & He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28, 181–193. https://doi.org/10.1016/j.elerap.2018.02.002
   Web of Science ®Google Scholar
• Zhao, X., Lynch, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research, 37(2), 197–206. https://doi.org/10.1086/651257
   Web of Science ®Google Scholar
• Zhu, L., Li, H., Wang, F.-K., He, W., & Tian, Z. (2020). How online reviews affect purchase intention: A new model based on the stimulus–organism–response (SOR) framework. Aslib Journal of Information Management, 72(4), 463–488. https://doi.org/10.1108/AJIM-11-2019-0308
   Web of Science ®Google Scholar
• Zumstein, D., Oswald, C., & Brauer, C. (2022). “Online retailer survey 2022: Success factors and omnichannel services in digital commerce.” Digital collection. https://digitalcollection.zhaw.ch/bitstream/11475/25919/3/2022_Zumstein-Oswald-Brauer_Online-Retailer-Survey.pdf (Accessed July 24, 2023).
   Google Scholar