Purpose The purpose of this paper is to employ an integrated technology acceptance model–theory of planned behavior framework intertwined with online risk, e-distrust and product involvement to augment an understanding on consumers’ webrooming behavior. Design/methodology/approach A mix of convenience and selective sampling was used for data collection. A total of 14 propositions were put forth, which were tested using the structural equation modeling method. Findings The results of the study revealed that apart from perceived ease of searching online and overall usefulness of the webrooming sequence, perceived search benefits online and purchase benefits offline significantly determined consumers’ webrooming behavior. The results of the study also indicate that webrooming helps consumers avoid the feeling of post-purchase regret of making sub-optimal product choices offline. Online risk perceptions and e-distrust also play a notable role in inhibiting consumers’ from making online purchases, and as a consequence encourage webrooming behavior. The moderating influence of product involvement was observed between consumers’ intentions toward webrooming and webrooming behavior. Research limitations/implications The research conducted provides rich insights into understanding the rising webrooming phenomenon. However, more exhaustive studies are needed to arrive at definitive findings concerning the webrooming phenomenon. Practical implications The findings of the study can be utilized by the online retailers for formulating strategies to counter webrooming behavior. Originality/value The paper is amongst the first few studies which contribute toward enhancing the understanding on webrooming behavior, an emerging issue in the current retailing environment.

Purpose The purpose of this study is to propose an integrated framework utilizing the theory of planned behaviour (TPB) and technology acceptance model (TAM) to augment the understanding on consumers’ showrooming behaviour. Design/methodology/approach Selective sampling was used for data collection. The integrated TAM-TPB framework led to 12 propositions, which were tested using partial least squares-structural equation modelling. Findings Both perceived relative search benefits offline and relative purchase benefits online significantly determined the consumers’ showrooming behaviour along with perceived ease purchasing online and the overall usefulness of the showrooming sequence. Results of the study revealed that the showrooming sequence helped consumers avoid the regret of making suboptimal product choices and paying a higher price for the same product. Online trust was found to partially mediate the relationship between consumers’ intention to showrooming and the actual showrooming behaviour. Research limitations/implications Notwithstanding the fact that further research is required to arrive at definitive conclusions, this study is an initial move towards understanding the consumers’ showrooming behaviour, and the research provides meaningful insights. Practical implications As showrooming substantially erodes profits, devising strategies to defend showrooming customers becomes crucial. The findings of the study provide the basis for formulating strategies to counter showrooming customers. Originality/value The paper is amongst the first studies which helps enhance the understanding of consumers’ showrooming behaviour, which is an emerging area in the present multi-channel retailing environment.

Educational institutions like other organizations are realizing the significance of customer‐centered philosophies and are turning to approaches such as total quality management to help manage their businesses. This paper starts with the background theory and then outlines the results of a study conducted on students within selected educational institutions in India to obtain a student perspective of the quality of those institutions. The SERVQUAL methodology was applied to identify the gap between customer expectations and perceptions of the actual service received. The quality function deployment technique was then used to identify the set of minimum design characteristics/quality components that meet the requirements of student as customers of the educational system.

In keeping with the socio‐economic and cultural transformation that has placed newer demands on the educational system, in terms of greater responsibility and accountability and increased expectations by stakeholders, the system has been pressurized to shift its focus from one in quantitative expansion to one with emphasis on quality. Such shifts and changes are being witnessed not only in the developed countries, but also in the developing countries of the world. The education system, and more so the higher education system in particular, in an attempt to react to the demands and ever increasing pressures from its stakeholders, finds itself in a market‐oriented environment, with internal and external customers; wherein, “delighting the customer”, is the rule for survival in the long run. “Delighting the customer”, is the core message of total quality management (TQM) and, hence, there is a need to identify and apply the relevant concepts of TQM to each and every aspect of academic life; that is, to the teaching, learning and administrative activities. The paper is a theoretical attempt at conceptualizing TQM in education.

Purpose Recent statistics concerning webrooming shoppers is indicative of the trending webrooming phenomenon, and points toward the dire need for the addressal of the issue. The purpose of this paper is to reason the consumer’s intentional visit to an online store prior to making purchases offline by linking it with perceived channel benefits and uncertainty reduction approach through an application of the theory of planned behavior. Design/methodology/approach A survey instrument was administered online, and a total of 374 responses were obtained. Respondents were queried with respect to the webrooming sequence, if at all they were into webrooming. The PLS-SEM was used to test the formulated hypotheses. Findings The factor “Access to reviews online” emerged as the prime perceived search benefit which drives consumers’ to first visit an online store, while factors like “access to touch and feel the product,” “better post-purchase services offline” and “immediate possession of product” induced customers to later purchase offline. Factors like “E-distrust” and “perceived risks related to purchasing online” notably determined consumer’s movement to the physical store for purchasing the product in the second phase of the webrooming sequence. Research limitations/implications A small sample size limits the authors from drawing definitive generalizations. Due to the lack of studies, individually examining webrooming conduct, a prior qualitative exploration can be conducted to draw more insights. Practical implications The findings of the study can be utilized by the online retailers for devising strategies to push the webroomers to make purchases online. Social implications The study creates awareness as to what motivates consumers to webroom, which has been realized as one of the serious issues being faced by the online retailers today. Originality/value This study addresses a key concern “webrooming phenomenon,” which has emerged as a critical challenge in the present retailing dynamics.