• No results found

52

53

Bibliography

Alba, J. W., & Hutchinson, J. W. (1987). Dimensions of consumer expertise. Journal of consumer research, 13(4), 411-454.

Aron, L. (1999). Delivering on e-commerce. Chain Store Age, 75(6), 130-1.

Ask, J., Johnson, C., Drego, V. L., Harteveldt, H. H., Mulpuru, S., & Wiramihardja, L. (2011). Mobile Is Not Just Another Channel. Forrester Research.

Avery, J., Steenburgh, T. J., Deighton, J., & Caravella, M. (2012). Adding bricks to clicks: Predicting the patterns of cross-channel elasticities over time. Journal of Marketing, 76(3), 96-111.

Aw, E. C. X. (2020). Understanding consumers’ paths to webrooming: A complexity approach.

Journal of Retailing and Consumer Services, 53, 101991.

Bansal, H. S., Taylor, S. F., & St. James, Y. (2005). “Migrating” to new service providers: Toward a unifying framework of consumers’ switching behaviors. Journal of the Academy of

Marketing Science, 33(1), 96-115.

Barwitz, N., & Maas, P. (2018). Understanding the omnichannel customer journey: Determinants of interaction choice. Journal of interactive marketing, 43, 116-133.

Beatty, P., Reay, I., Dick, S., & Miller, J. (2011). Consumer trust in e-commerce web sites: A meta-study. ACM Computing Surveys (CSUR), 43(3), 1-46.

Bowerman, B. L., & O'connell, R. T. (1990). Linear statistical models: An applied approach.

Brooks/Cole.

Cambra-Fierro, J., Gao, L. X., Melero-Polo, I., & Trifu, A. (2021). How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention.

Journal of Retailing and Consumer Services, 61, 102578.

Cao, L., & Li, L. (2015). The impact of cross-channel integration on retailers’ sales growth. Journal of Retailing, 91(2), 198-216.

Carlton, D. W., & Chevalier, J. A. (2001). Free riding and sales strategies for the Internet. The Journal of Industrial Economics, 49(4), 441-461.

Chin, E., Felt, A. P., Sekar, V., & Wagner, D. (2012, July). Measuring user confidence in smartphone security and privacy. In Proceedings of the eighth symposium on usable privacy and security (pp. 1-16).

Chiou, J. S., Wu, L. Y., & Chou, S. Y. (2012). You do the service but they take the order. Journal of Business Research, 65(7), 883-889.

54

Chiu, H. C., Hsieh, Y. C., Roan, J., Tseng, K. J., & Hsieh, J. K. (2011). The challenge for

multichannel services: Cross-channel free-riding behavior. Electronic Commerce Research and Applications, 10(2), 268-277.

Chou, S. Y., Shen, G. C., Chiu, H. C., & Chou, Y. T. (2016). Multichannel service providers' strategy:

Understanding customers' switching and free-riding behavior. Journal of Business Research, 69(6), 2226-2232.

comScore. (2007, July). Yahoo! and Comscore Study Finds Online Consumers Who Pre-Shop on the Web Spend More In-Store.

https://www.comscore.com/Insights/Press-Releases/2007/07/Yahoo%21-and-comScore-Online-Consumer-Study

De Haan, E., Kannan, P. K., Verhoef, P. C., & Wiesel, T. (2018). Device switching in online purchasing: Examining the strategic contingencies. Journal of Marketing, 82(5), 1-19.

De Haan, E., Verhoef, P. C., & Wiesel, T. (2015). The predictive ability of different customer feedback metrics for retention. International Journal of Research in Marketing, 32(2), 195-206.

Dimitrova, B. and Rosenbloom, B. (2010). Standardization versus adaptation in global markets: is channel strategy different?. Journal of Marketing Channels, 17 (2), 157-176.

eMarketer. (2015, September 1). Mobile to Account for More than Half of Digital Ad Spending in 2015. Retrieved August 12, 2021, from https://www.emarketer.com/Article/Mobile-Account-More-than-Half-of-Digital-Ad-Spending-2015/1012930

Emerson, R. W. (2015). Convenience sampling, random sampling, and snowball sampling: How does sampling affect the validity of research?. Journal of Visual Impairment & Blindness, 109(2), 164-168.

Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: a perceived risk facets perspective. International journal of human-computer studies, 59(4), 451-474.

Fernández, N. V., Pérez, M. J. S., & Vázquez-Casielles, R. (2018). Webroomers versus showroomers:

are they the same?. Journal of Business Research, 92, 300-320.

Flavián, C., Gurrea, R., & Orús, C. (2016). Choice confidence in the webrooming purchase process:

The impact of online positive reviews and the motivation to touch. Journal of Consumer Behaviour, 15(5), 459-476.

Flavián, C., Gurrea, R., & Orus, C. (2020). Combining channels to make smart purchases: The role of webrooming and showrooming. Journal of Retailing and Consumer Services, 52, 101923.

Gallup, Inc. (2015, July 7). Most Smartphone Users Still Rely on Computer for Web Purchases.

Gallup.Com. Retrieved August 12, 2021, from

https://news.gallup.com/poll/184037/smartphone-users-rely-computer-web-purchases.aspx

55

Gao, W., Fan, H., Li, W., & Wang, H. (2021). Crafting the customer experience in omnichannel contexts: The role of channel integration. Journal of Business Research, 126, 12-22.

Gauri, D. K. (2013). Benchmarking retail productivity considering retail pricing and format strategy.

Journal of retailing, 89(1), 1-14.

Gensler, S., Leeflang, P., & Skiera, B. (2012). Impact of online channel use on customer revenues and costs to serve: Considering product portfolios and self-selection. International Journal of Research in Marketing, 29(2), 192-201.

Gensler, S., Neslin, S. A., & Verhoef, P. C. (2017). The showrooming phenomenon: it's more than just about price. Journal of Interactive Marketing, 38, 29-43.

Heitz-Spahn, S. (2013). Cross-channel free-riding consumer behavior in a multichannel environment:

An investigation of shopping motives, sociodemographics and product categories. Journal of retailing and consumer services, 20(6), 570-578.

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.

Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: emerging concepts, methods and propositions. Journal of marketing, 46(3), 92-101.

Holmes, A., Byrne, A., & Rowley, J. (2014). Mobile shopping behaviour: insights into attitudes, shopping process involvement and location. International Journal of Retail & Distribution Management.

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.

Hong, I. B., & Cha, H. S. (2013). The mediating role of consumer trust in an online merchant in predicting purchase intention. International Journal of Information Management, 33(6), 927-939.

Jaffe, R. (2000). Multi-channel vs pureplay philosophies appear night and day. PaineWebber Research Note, 24(1).

JRNI. (2019, October). Webrooming and showrooming: What retailers need to know about the customer experience. https://www.jrni.com/blog/webrooming-vs-showrooming

Kaatz, C., Brock, C., & Figura, L. (2019). Are you still online or are you already mobile?–Predicting the path to successful conversions across different devices. Journal of Retailing and

Consumer Services, 50, 10-21.

Käuferle, M., & Reinartz, W. (2015). Distributing through multiple channels in industrial wholesaling: how many and how much?. Journal of the Academy of Marketing Science, 43(6), 746-767.

56

Kim, J., & Park, J. (2005). A consumer shopping channel extension model: attitude shift toward the online store. Journal of Fashion Marketing and Management: An International Journal.

Kivetz, R., & Zheng, Y. (2017). The effects of promotions on hedonic versus utilitarian purchases.

Journal of Consumer Psychology, 27(1), 59-68.

Kleinlercher, K., Linzmajer, M., Verhoef, P. C., & Rudolph, T. (2020). Antecedents of webrooming in omnichannel retailing. Frontiers in Psychology, 11, 3342.

Kivetz, R., & Zheng, Y. (2017). The effects of promotions on hedonic versus utilitarian purchases.

Journal of Consumer Psychology, 27(1), 59-68.

Konuş, U., Verhoef, P. C., & Neslin, S. A. (2008). Multichannel shopper segments and their covariates. Journal of retailing, 84(4), 398-413.

Kumar, V., & Venkatesan, R. (2005). Who are the multichannel shoppers and how do they perform?:

Correlates of multichannel shopping behavior. Journal of Interactive marketing, 19(2), 44-62.

Kushwaha, T., & Shankar, V. (2013). Are multichannel customers really more valuable? The moderating role of product category characteristics. Journal of Marketing, 77(4), 67-85.

Lazaris, C., & Vrechopoulos, A. (2014, June). From multichannel to “omnichannel” retailing: review of the literature and calls for research. In 2nd International Conference on Contemporary Marketing Issues,(ICCMI) (Vol. 6, pp. 1-6).

Lee, H. H., & Kim, J. (2010). Investigating dimensionality of multichannel retailer's cross-channel integration practices and effectiveness: shopping orientation and loyalty intention. Journal of Marketing Channels, 17(4), 281-312.

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80(6), 69-96.

Machavolu, S., & Raju, K. (2014). Showrooming: the next threat to Indian retail. MITS International Journal of Business Research, 1(1), 1-17.

Maggioni, I., Sands, S. J., Ferraro, C. R., Pallant, J. I., Pallant, J. L., Shedd, L., & Tojib, D. (2020).

Consumer cross-channel behaviour: is it always planned?. International Journal of Retail &

Distribution Management.

Magids, S., Zorfas, A., & Leemon, D. (2015). The new science of customer emotions. Harvard Business Review, 76, 66-74.

Mandrekar, J. N. (2010). Receiver operating characteristic curve in diagnostic test assessment. Journal of Thoracic Oncology, 5(9), 1315-1316.

Marakanon, L., & Panjakajornsak, V. (2017). Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products. Kasetsart Journal of Social Sciences, 38(1), 24-30.

57

Mark, T., Bulla, J., Niraj, R., Bulla, I., & Schwarzwäller, W. (2019). Catalogue as a tool for

reinforcing habits: Empirical evidence from a multichannel retailer. International Journal of Research in Marketing, 36(4), 528-541.

Marriott, H. R., & Williams, M. D. (2018). Exploring consumers perceived risk and trust for mobile shopping: A theoretical framework and empirical study. Journal of retailing and consumer services, 42, 133-146.

Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization,

measurement and application in the catalog and Internet shopping environment☆. Journal of retailing, 77(1), 39-56.

Melis, K., Campo, K., Breugelmans, E., & Lamey, L. (2015). The impact of the multi-channel retail mix on online store choice: does online experience matter?. Journal of Retailing, 91(2), 272-288.

Molina, A., Martín, V. J., Santos, J., & Aranda, E. (2009). Consumer service and loyalty in Spanish grocery store retailing: an empirical study. International journal of consumer studies, 33(4), 477-485.

Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Carvajal-Trujillo, E. (2022). The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services, 65, 102842.

Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C.

(2006). Challenges and opportunities in multichannel customer management. Journal of service research, 9(2), 95-112.

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.

Noble, S. M., Griffith, D. A., & Weinberger, M. G. (2005). Consumer derived utilitarian value and channel utilization in a multi-channel retail context. Journal of Business Research, 58(12), 1643-1651.

Nunes, P. F., & Cespedes, F. V. (2003). The customer has escaped. Harvard business review, 81(11), 96-105.

Oh, L. B., Teo, H. H., & Sambamurthy, V. (2012). The effects of retail channel integration through the use of information technologies on firm performance. Journal of operations management, 30(5), 368-381.

Okamura, J. (2002, May 27). Multi-channel retail strategies. J. C. Williams Group. Presented at Pharmaceutical Manufacturing Research Services, Inc., BC chapter meeting, Vancouver.

Retrieved September 3, 2010, from

http://www.jcwg.com/resources/documents/79/PMRS_BC.pdf

58

Pauwels, K., & Neslin, S. A. (2015). Building with bricks and mortar: The revenue impact of opening physical stores in a multichannel environment. Journal of Retailing, 91(2), 182-197.

Pekovic, S., & Rolland, S. (2020). Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience. Journal of Retailing and Consumer Services, 56, 102171.

Piercy, N. (2012). Positive and negative cross‐channel shopping behaviour. Marketing Intelligence &

Planning.

Pozzi, A. (2013). The effect of Internet distribution on brick‐and‐mortar sales. The RAND Journal of Economics, 44(3), 569-583.

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.

ReadyCloud. (2019, August). THESE CROSS-CHANNEL ECOMMERCE STATISTICS PROVE IT'S THE NEW NORMAL. https://www.readycloud.com/info/these-cross-channel-ecommerce-statistics-prove-its-the-new-normal

Rego, L. L., Morgan, N. A., & Fornell, C. (2013). Reexamining the market share–customer satisfaction relationship. Journal of Marketing, 77(5), 1-20.

Rosenblum, P., B. Kilcourse. 2013. Omni-channel 2013: the long road to adoption, 2013 benchmark report. Hybris Software the Future of Commerce.

Semeijn, J., van Riel, A. C., van Birgelen, M. J., & Streukens, S. (2005). E‐services and offline fulfilment: how e‐loyalty is created. Managing Service Quality: An International Journal.

Senaviratna, N. A. M. R., & Cooray, T. M. J. A. (2019). Diagnosing multicollinearity of logistic regression model. Asian Journal of Probability and Statistics, 1-9.

Shankar, V., Kleijnen, M., Ramanathan, S., Rizley, R., Holland, S., & Morrissey, S. (2016). Mobile shopper marketing: Key issues, current insights, and future research avenues. Journal of Interactive Marketing, 34, 37-48.

Shankar, V., & Kushwaha, T. (2020). Omnichannel marketing: Are cross-channel effects symmetric?.

International Journal of Research in Marketing.

Shetty, A. S., & Kalghatgi, J. R. (2018). How to win back the disgruntled consumer? The omni-channel way. Journal of Business and Retail Management Research (JBRMR), 12(4)

Simone, A., & Sabbadin, E. (2017). The new paradigm of the omnichannel retailing: key drivers, new challenges and potential outcomes resulting from the adoption of an omnichannel approach.

International Journal of Business and Management, 13(1), 85.

59

Singley, R. B., & Williams, M. R. (1995). Free riding in retail stores: An investigation of its perceived prevalence and costs. Journal of Marketing Theory and Practice, 3(2), 64-74.

Sopadjieva, E., Dholakia, U. M., & Benjamin, B. (2017). A study of 46,000 shoppers shows that omnichannel retailing works. Harvard Business Review, 3, 1-2.

Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing, 78(1), 41-50.

Strahilevitz, M., & Myers, J. G. (1998). Donations to charity as purchase incentives: How well they work may depend on what you are trying to sell. Journal of consumer research, 24(4), 434-446.

Sullivan, U. Y., & Thomas, J. S. (2004). Customer migration: an empirical investigation across multiple channels. Arbeitspapier, Northwestern University

Tang, F. F., & Xing, X. (2001). Will the growth of multi-channel retailing diminish the pricing efficiency of the web?. Journal of Retailing, 77(3), 319-333.

Tse, A. C., & Yim, F. (2002). Factors affecting the choice of channels: online vs. conventional.

Journal of International Consumer Marketing, 14(2-3), 137-152.

Tzavlopoulos, Ι., Gotzamani, K., Andronikidis, A., & Vassiliadis, C. (2019). Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty.

International Journal of Quality and Service Sciences.

Valentini, S., Montaguti, E., & Neslin, S. A. (2011). Decision process evolution in customer channel choice. Journal of Marketing, 75(6), 72-86.

Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010).

Customer engagement behavior: Theoretical foundations and research directions. Journal of service research, 13(3), 253-266.

Van Baal, S., & Dach, C. (2005). Free riding and customer retention across retailers’ channels.

Journal of interactive marketing, 19(2), 75-85.

Verhoef, P. C., Kannan, P. K., & Inman, J. 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.

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A.

(2009). Customer experience creation: Determinants, dynamics and management strategies.

Journal of retailing, 85(1), 31-41.

Verhoef, P. C., Neslin, S. A., & Vroomen, B. (2007). Multichannel customer management:

Understanding the research-shopper phenomenon. International journal of research in marketing, 24(2), 129-148.

60

Venkatesan, R., Kumar, V., & Ravishanker, N. (2007). Multichannel shopping: causes and consequences. Journal of Marketing, 71(2), 114-132.

Viejo-Fernandez, N., Sanzo-Pérez, M. J., & Vázquez-Casielles, R. (2020). Is showrooming really so terrible? start understanding showroomers. Journal of Retailing and Consumer Services, 54, 102048.

Voss, K. E., Spangenberg, E. R., & Grohmann, B. (2003). Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of marketing research, 40(3), 310-320.

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.

Westfall, P. H., & Henning, K. S. (2013). Understanding advanced statistical methods (p. 543). Boca Raton, FL, USA:: CRC Press.

Xu, K., Chan, J., Ghose, A., & Han, S. P. (2017). Battle of the channels: The impact of tablets on digital commerce. Management Science, 63(5), 1469-1492.

Yuan, X., Zhang, M., Wang, Q., Wang, Y., & Zuo, J. (2017). Evolution analysis of environmental standards: Effectiveness on air pollutant emissions reduction. Journal of Cleaner Production, 149, 511-520.

Wang, R. J. H., Malthouse, E. C., & Krishnamurthi, L. (2015). On the go: How mobile shopping affects customer purchase behavior. Journal of retailing, 91(2), 217-234.

Wang, Z., Ran, L., & Yang, D. (2021). Interplay between quality disclosure and cross-channel free riding. Electronic Commerce Research and Applications, 45, 101024.

Watson, G., Worm, S., Palmatier, R. W., & Ganesan, S. (2015). The evolution of marketing channels:

Trends and future research directions. Journal of Retailing, 91 (December), 546–568.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.

61

Appendices