Cannibalization or synergy? Consumers' channel selection in online–offline multichannel systems

Kollmann, Tobias; Kuckertz, Andreas; Kayser, Ina

doi:10.1016/j.jretconser.2011.11.008

Cited by 164 publications

(102 citation statements)

References 36 publications

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“…In the same way, past experience in the purchase through a channel reduces the perceived risk associated with this channel, because past purchase experience is important for building trust in Internet, as demonstrated by Yoon (2002). Accordingly, Kollmann, Kuckertz and Kayser (2012) state that accumulated experience in each online purchase causes a loss of perceived risk through this channel. Likewise, Lee and Park (2009) argue that perceived risk regarding the online channel is often influenced by past experience in that channel.…”

Section: H3: Perceived Risk Of Internet As a Shopping Channel Is Dirementioning

confidence: 97%

“…And (4) The store-oriented shopper: this consumer type is highly motivated by the advantages of physical store, such as immediate possession and social interaction. More recent classifications are proposed by Konuş, Verhoef and Neslin (2008), whose classification dimensions are: attitude towards the channel, loyalty, innovativeness and shopping enjoyment; and Kollmann, Kuckertz and Kayser (2012), who use three classification dimensions: first information (if they gathered the first information online or not), channel (if they used the online or offline channel for their purchase), and propensity to switch the channel in the purchasing process.…”

Section: Multichannel Consumer Qualitiesmentioning

confidence: 99%

“…HeitzSpahn, 2013;Liu, Burns, and Hou, 2013;Maity, Hsu, and Pelton, 2012;Yu, Niehm, and Russell, 2011); the selection of the different marketing channels by the consumer (e.g. Chiang and Li, 2010;Kollmann, Kuckertz, and Kayser, 2012;Venkatesan, Kumar, and Ravishanker, 2007;Xu-Priour, Cliquet, and Fu, 2012) or the use of multiple channels in the same purchase process (e.g. Chatterjee, 2010;Pookulangara, Hawley, and Xiao, 2011a;Pookulangara, Hawley, and Xiao, 2011b;Sands, Ferraro, and Luxton, 2010).…”

Section: Introductionmentioning

confidence: 99%

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Internal factors predisposing the consumer to be a multichannel shopper

2015

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Consumer characteristics play an important role in channel choice. Thereby, this work aims to study and analyze which are the internal factors that facilitate the adoption of multichannel purchase by the consumer. To this end, we study consumers' behavior in an online channel, because of their importance as a shopping channel in a multichannel shopping context. The results of the research show that certain consumer characteristics are important factors that predispose to multichannel shopping.

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Section: H3: Perceived Risk Of Internet As a Shopping Channel Is Dirementioning

confidence: 97%

Section: Multichannel Consumer Qualitiesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Internal factors predisposing the consumer to be a multichannel shopper

2015

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“…This proposition has been proved in various research fields. In information systems, many studies prove the Konuş et al (2008) Channel choice Search, purchase decision Kollmann et al (2012) Channel selection Convenience, risk, . .…”

Section: Research Frameworkmentioning

confidence: 99%

Exploring the social influence of multichannel access in an online health community

Luo

Chen

et al. 2017

Asso for Info Science & Tech

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Social influence has a great impact on human behavior, which has been widely investigated in various research fields. Even so, it has rarely been investigated in the online health community. In this paper, we focus on the multichannel access in online health communities, defining social influence as the average degree of multichannel access to a physician's colleagues. Based on the multinomial logistic regression model, we examined the direct effects of social influence and patients' rating to multichannel access. In addition, we explored the moderating effect of social influence on the relationship between patients' rating and multichannel access in online health communities. The results of the experiment and robustness testing support the propositions that social influence and patients' rating significantly and positively affect multichannel access in an online health community. The moderating effect of social influence is negative and significantly influences the accessible channels provided by the focal physician. This research contributes to the literature concerning online health communities, social influence, and multichannel access; it also has practical implications.

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“…Theorizing E-Commerce Business Models customers to terminate a purchasing process in one channel only to continue it in another (Gupta et al 2004;Kollmann et al 2012). Particular advantages of online over offline channels include saving time and effort, as well as search facilitation and comparison of products (Rohm & Swaminathan 2004), more comprehensive product information and a larger product assortment (Alba et al 1997).…”

Section: Australasian Journal Of Information Systems Madlberger and Matmentioning

confidence: 99%

Theorizing E-Commerce Business Models: On the Impact of Partially and Fully Supported Transaction Phases on Customer Satisfaction and Loyalty

Madlberger

Matook

2017

AJIS

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Although considerable research has been conducted on the definition and classification of ecommerce business models, little research has integrated the support and impact of distinct transaction phases within e-commerce business models. Indeed, any channel design decisions depend on the arrangement of the three transaction phases, viz. information phase, agreement phase and fulfilment phase. Whereas in literature, a complete support of transaction phases is implicitly assumed, in practice, e-commerce firms exist that consciously do not support all three transaction phases through the online channel. In cases for which only certain phases are supported in one channel, the customer is required to switch to another channel to complete the transaction. To gain an initial understanding of the relevance of transaction phases, we examine the influence of transaction phase support in one channel on satisfaction and reuse intention of an e-commerce website under consideration of users' prior experiences. We conduct a laboratory experiment involving two e-commerce business models that differ only in the number of supported transaction phases via the online channel. Empirical data was analysed using a Bayesian network approach. Our analysis indicates the types of users who value partial support compared to those users who prefer full support of transaction phases. The results will assist firms in meeting future challenges regarding user engagement and attraction to their online stores.

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Cannibalization or synergy? Consumers' channel selection in online–offline multichannel systems

Cited by 164 publications

References 36 publications

Internal factors predisposing the consumer to be a multichannel shopper

Internal factors predisposing the consumer to be a multichannel shopper

Exploring the social influence of multichannel access in an online health community

Theorizing E-Commerce Business Models: On the Impact of Partially and Fully Supported Transaction Phases on Customer Satisfaction and Loyalty

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