Does cross-channel consistency always create brand loyalty in omni-channel retailing?

Abstract

PurposeResearch to date has yet to reach a consensus regarding the role of cross-channel consistency in omni-channel retailing. Therefore, this study aims to clarify the impact of cross-channel consistency on brand trust and loyalty by differentiating four dimensions of consistency (i.e. product, service, price and promotion consistency) and exploring the moderating roles of showrooming and webrooming motivation in these relationships.Design/methodology/approachA survey method is used to collect data. A total of 550 valid responses were obtained from multi-channel apparel brands' customers. Hypotheses were tested by employing structural equation modeling and hierarchical multiple regression analysis.FindingsThe results indicate that product and service consistency positively influence brand loyalty via brand trust, whereas price and promotion consistency do not. Furthermore, showrooming motivation negatively moderates the effects of service, price and promotion consistency on brand trust, while webrooming motivation positively moderates the effects of product, price and promotion consistency on brand trust.Originality/valueThis study contributes to the omni-channel retailing literature by examining the effects of different dimensions of cross-channel consistency and the moderating roles of showrooming and webrooming motivation to unravel the contradictions of previous studies. It reveals both the beneficial and dark sides of cross-channel consistency. It also extends the knowledge of brand building and cross-channel behavior in omni-channel retailing.

Amplifying commitment and word-of-mouth in fashion retailing through omni-channel experiences

“…Consistency positively affects customer engagement (Lee et al, 2019), satisfaction (Frasquet and Miquel, 2017), customer perceived behavioural control, and channel selection intention in omni-channel retail settings (Xu and Jackson, 2019). As consistency of product and service across channels increases, brand loyalty and trust increase (Liu and Liu, 2024), contributing to customer commitment. Santi et al (2023) also put forth that an increase in brand trust in retail settings leads to an increase in WOM.…”