Purpose The purpose of this paper is to identify the differences in the perceived media richness of three marketing channels by different consumer generations as well as to indicate the importance of the perceived media richness of each of channel for the intention of online use at pre-purchase stage. Design/methodology/approach The study is based on a sample of 1,103 consumers in Poland, which research sample included three generations: Baby Boomers, X generation and Y generation. Computer-assisted personal interview method was used with a standardised questionnaire; the research sample was determined using a quota-random method, with the quotas referring to age and gender and the nature of the place of residence (provincial town, town/city other than a provincial one, or a village) – the structure of the sample was maintained at the regional level. Findings Analysed channels (online, offline, phone) have different perceived media richness. Consumers from different generations can perceive media richness of the same marketing channels in various ways. Perceived media richness of the analysed marketing channels has an impact on the intention to use the channel online. Research limitations/implications First, the fact of blurring differences between consumers generation, particularly X and Y generation. As well the fact that each generation has identified an internal diversity. Second limitation refers to the type of marketing channels included in research. Finally, limitation also applies to spatial extent of the study. The above limitations can also be some directions of future research – taking into account some other marketing channels and verifying the conclusions on other consumer groups. Practical implications General recommendation refers to the need for treating customers in each marketing channel in the same way – immediate response is one of the aspects of this recommended unified customer service in multichannel environment. Online channel communications with customers should be supported by giving consumers more personalised communication via phone, chat and social media. For older consumers, it is recommended to gradually redirect them to an online channel. Information search is a good start for online customer journey, because this channel at the pre-purchase stage is the most useful and least risky for the consumer unfamiliar with online environment. Social implications Better understanding of the needs of different customers generations and their perception of different marketing channel at the pre-purchase stage. Originality/value Identification of intergenerational differences in the perception of media richness of online, phone and offline channels.

The paper aims to identify and explain the factors influencing the decision-making process on the behavioural intention to use home photovoltaic systems by Polish households and potential buyers. The survey was conducted in 2021 on a sample of 521 participants. The research used a random sample of households without PV systems located in the rural areas in Poland, where the adoption of innovative technologies related to obtaining energy from renewable sources is especially important. Structural equation modelling (SEM) was applied to measure structural relationships. The main finding indicates that consumer innovativeness has the strongest impact on the intention to purchase a photovoltaic installation. The perceived value also affects the intention to purchase a photovoltaic installation. The perceived value is affected by perceived economic benefits and indirectly by the subjective knowledge of PV. Surprisingly, environmental concerns negatively affect the intention to use PV installations.

The purpose of the publication is to indicate the need for a well thought-out combination of quantitative marketing research with qualitative research. The result of this research approach should be a fuller understanding of the research problem and the ability to interpret results more closely, while maintaining the reliability of the whole research process. In the theoretical part of the article, the essence of quantitative and qualitative research, with particular emphasis on the limitations and strengths of both research approaches, is presented. The increasing popularity of qualitative research does not absolve researchers from the prudent attitude towards the whole marketing research process − including the need to verify hypotheses or research questions. Excessive simplification in the approach to qualitative research can distort the essence of marketing research. In the empirical part of the article, the authors presented an example of combining quantitative marketing research with qualitative research − for this purpose, the results of their research will be used (scientific grant from National Science Centre). The CAPI technique (n = 1103) was used in the quantitative study, and observation diaries (n = 110) were used for qualitative research.

Percepcja uczciwości cen w środowisku online i offline -taka sama czy inna?

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