No abstract

No abstract

No abstract

Purpose -The purpose of this paper is to present a buying process for the multichannel consumer (MCC) that starts at online information search and ends at the offline retail channel and then seeks to determine the universality of such behavior across countries. Design/methodology/approach -A structured questionnaire was administered to MCCs from Russia, Singapore and the USA. The model was estimated using partial least square and country comparisons were conducted with a multi-group analysis. Findings -The empirical results validated the conceptual model. In country comparisons, there is both converging (online information search) and diverging (retail store) MCCs' behavior exhibiting nuanced differences. Research limitations/implications -Future research should examine values of MCCs at the individual level so as to increase the generalizability of the findings. Practical implications -The convergence of MCCs information search behavior suggests that there is an opportunity for companies to standardize their online information strategy to educate global MCCs prior to their visiting brick and mortar stores. In-store salesperson remains important and effective for MCCs in the USA and Singapore, but not Russia. Originality/value -A new conceptual framework that integrates economic and psychology theories is presented to depict the shift of control tilting in favor of MCCs in the buying process and introduces the concept of "reversal" information asymmetry in which consumers perceive to have more knowledge than the vendors.

PurposeThe purpose of this paper is to categorize customer‐to‐customer (C2C) interaction as a sub‐component of relational capital and conceptualize C2C interaction adding value to business‐to‐customer (B2C) relational capital.Design/methodology/approachThis work empirically tests the concept of C2C interaction and its added value to a firm's B2C relationship within the movie industry. Both business data and consumer interaction from blockbuster movies are collected to test their impact on movie sales.FindingsThe results support the hypotheses that C2C interaction (user messages on Yahoo movie message board) adds more explanation to movie sales than B2C interaction (advertising budget) alone, and that there is an inverse relationship between the impact of a firm's B2C interaction and C2C interaction on a firm's sales performance, with the former diminishing over time and the latter increasing over time.Research limitations/implicationsFor intellectual capital (IC) researchers, the main implication from the results of this paper is that the value of C2C is “in addition” to the existing customer relations already managed by the firm. The results of this paper confirm C2C relational capital within the movie context. Future research should use more textual‐based data to evaluate the positive and negative consumer interactions and their impact on IC value.Practical implicationsThe findings of this paper stress the importance of practitioners, including the voice of customers in their financial reporting. Managers can now extract and incorporate the content of C2C interaction to a firm's day‐to‐day decision‐making process.Originality/valueThe originality of this paper resides in extending relational capital conceptual framework by dividing relational capital into B2C and C2C subcomponents, hypothesizing the added value of C2C interaction to B2C relational capital and the inverse relationship between B2C and C2C relational capital over time, and empirically providing a reference sample for practitioners for future IC reporting.