Channel stickiness in the shopping journey for electronics: Evidence from China and South Korea

Stay or switch? Investigating lock-in effect in multi-channel apparel retailing

“…The results show that 52.4 percent of shoppers with preference for offline purchasing use physical channels throughout all the activities of the shopping process, compared to 29.8 percent of online shoppers. The results confirm that strong preference for offline shops encourages offline searching (Kim et al, 2019). The analysis also confirms the relatively low lock-in power of the online channel (Verhoef et al, 2007;Zhai et al, 2017) and unveils two different types of online shoppers based on their behaviors: those who tend to do research online and purchase offline and those who seem to value the convenience associated with online shopping, provided that they find no issues in the 9(4), 298-305, 2020 post-purchase process.…”

“…For traditional retailers, online to offline commerce is imperative, which requires creating engaging physical experiences in store and the integration of online and offline information (Alexander and Cano, 2019;Yang et al, 2020) to encourage loyalty behaviors among customers -especially considering that consumers who are highly capable of employing different channels also have higher intentions to switch between retailers (Chiu et al, 2011). Second, the focus on physical shopping experiences is highly important because of the value of customers sticking to only one channel, who tend to be not only loyal to the channel but also to the brand (Kim et al, 2019). Third, physical touchpoints are essential for pure players; where offline-first retailers shift from fulfillment into experience-focused centers to benefit from webrooming and crosschannel behaviors, online retailers should start their transition towards showrooming, click and collect and zero-inventory stores to "supercharge" customer value (Bell et al, 2018) and decrease free-riding behaviors (Chiu et al, 2011).…”

“…When purchasing channel preference is accounted for, lock-in effects between information search and purchase are more likely to occur in online than offline channels" to reflect both the sequential and purchasing channel preference views of lock-in effects. Further, strong preference for offline shops encourages offline searching (Kim et al, 2019) and online buyers more often rely on online information channels than offline buyers (Voorveld et al, 2016), which is why we posit "H2. Lock-in effects will be more pronounced among consumers with higher intensity of channel preference.…”

Effects of visit behavior on online store sales performance: personal computer (PC) versus mobile channels

“…Similar to the determinants of channel selection, there exists a significant influence of channel attributes, social influence, situational variables and consumer attributes (Cosguner et al , 2018; De Haan et al , 2018; Kim et al , 2021; Zhang et al , 2017a). For example, Kim et al (2021) examined the influence of channel perception (risk and affinity) and product attributes, Li et al (2017b) focused on consumer attributes (including previous experience and demographics), Lipowski and Bondos (2018) studied the effect of the perceived media richness of channels, and Zhang et al (2018) investigated the impacts of perceived trust and satisfaction. We consider some other important factors impacting customers' channel migration, which include customer learning and switching costs.…”

E-commerce y su importancia en épocas de COVID-19 en la zona norte del Perú

“…Así mismo, el comportamiento de búsqueda en línea está relacionado con el uso del contenido. (Kim et al, 2019) y la decisión de compra depende de factores emocionales, y que estos a su vez se ven influenciados por la ergonomía web de las plataformas de e-commerce (Berdasco & Díaz, 2018) El bloqueo y el distanciamiento social para combatir el virus covid-19 ha generado interrupciones significativas en el comportamiento del consumidor y todo el consumo está sujeto al tiempo y a la ubicación. Sobre todo, con flexibilidad de tiempo, pero rigidez de ubicación, los consumidores han aprendido a improvisar de maneras creativas e innovadoras.…”