Investigation of consumers' cross‐channel switching intentions: A push‐pull‐mooring approach

Haridasan, Anu C.; Fernando, Angeline Gautami; Saju, B.

doi:10.1002/cb.1918

Cited by 28 publications

(33 citation statements)

References 121 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Consumers may desire to control their choices in the shape of empowerment and perceive more shopping benefits over an integrated channel, both of which generate more consumer patronage (Goraya et al, 2022). Haridasan et al (2021) reported that cross-channel switching intentions are significantly influenced by the extent of information search and alternative attractiveness. Likewise, Flavi an et al (2020) reported that webrooming leads to higher personal attribution than showrooming.…”

Section: Showrooming and Webrooming As Outcomes Of Rsbmentioning

confidence: 99%

“…, 2022). Haridasan et al. (2021) reported that cross-channel switching intentions are significantly influenced by the extent of information search and alternative attractiveness.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In this context, technology ready customers are increasingly engaging in two activities known as “showrooming” and “webrooming”. Both the activities are part of a larger phenomenon of “cross-shopping” behaviour or cross channel switching behaviour (Haridasan et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

“…In this context, technology ready customers are increasingly engaging in two activities known as "showrooming" and "webrooming". Both the activities are part of a larger phenomenon of "cross-shopping" behaviour or cross channel switching behaviour (Haridasan et al, 2021). "Showrooming" is the act of visiting and browsing at a physical store (the alternative evaluation phase) and then buying online (Verhoef et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

I “showroom” but “webroom” too: investigating cross-shopping behaviour in a developing nation

Roy

Sharma

Choudhary

2022

IJRDM

View full text Add to dashboard Cite

PurposeThe concepts of showrooming and webrooming have been well researched but majorly from the marketing/economic perspectives. The present study explores the socio-psychological motivations and different types of satisfaction derived from “cross-shopping” behaviour namely, showrooming and webrooming in a developing nation.Design/methodology/approachThe study is exploratory and is conducted using an interpretive approach. The researchers conducted 52 in-depth interviews and the collected data were subjected to open and axial coding to generate the conceptual model.FindingsThe findings indicate various motivations of cross-shopping such a habit and the joy of discovery while novel aspects of satisfaction emerge such as process satisfaction and social satisfaction. The findings also revealed contextual moderators of the cross-shopping process.Research limitations/implicationsThe present study contributes to the domain of cross shopping behaviour by illustrating the social motivators behind the same and novel satisfaction outcomes because of the cross-shopping process.Practical implicationsThe present study has multiple implications that would enable managers to effectively utilize cross shopping behaviour such understanding of satisfaction beyond those derived from the product only.Originality/valueThis is one of the first studies to investigate consumer behaviour related to cross shopping based on psycho-social dimensions.

show abstract

Section: Showrooming and Webrooming As Outcomes Of Rsbmentioning

confidence: 99%

“…, 2022). Haridasan et al. (2021) reported that cross-channel switching intentions are significantly influenced by the extent of information search and alternative attractiveness.…”

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

I “showroom” but “webroom” too: investigating cross-shopping behaviour in a developing nation

Roy

Sharma

Choudhary

2022

IJRDM

View full text Add to dashboard Cite

show abstract

“…It pointed out that cross-channel behavior often originates from factors beyond the control of consumers such as planning, compulsion, or opportunism, while these factors are often controllable within the control of retailers [31]. Through the push-pull-mooring approach, Haridasan et al [32] confirmed that in the cross-channel context, the push (the degree of external information search) and pull (alternative attraction) factors have a positive impact on the channel switching intentions. Yang et al [33] build a research model integrating perceived value theory and the technology acceptance model to examine the influence of the features of O2O commerce on consumer use intention.…”

Section: Literature Reviewmentioning

confidence: 99%

User Experience Evaluation of Cross‐Channel Consumption: Based on Grounded Theory and Neural Network

Yang

Wei

et al. 2021

Wireless Communications and Mobile Computing

View full text Add to dashboard Cite

With the rapid development of e-commerce technology, cross-channel consumption has become the mainstream mode of contemporary consumers. However, there are several problems of cross-channel consumption such as inconsistency of online and offline channel information and service, disfluency of channel switching which have brought adverse effects on user experience. The question arises here as to what factors influence user experience and how to build a scientific and effective evaluation index system. Different from previous studies based on sellers, this paper used grounded theory to analyze and summarize the evaluation index system of user experience under cross-channel consumption from the perspective of consumers. We summarized and refined four first level indexes which are “online platform attribute, offline entity attribute, channel switching attribute, and individual demand” and 13 second level indexes which are “platform operation, platform information, platform service, platform promotion, product quality, service quality, environment quality, channel consistency, channel switching cost, channel switching fluency, psychological expectation, personal interests and individual needs.” Then, we used BP neural network to build the evaluation model and trained and simulated the performance of the sample. The results show that the evaluation model has a good generalization ability and can effectively evaluate user experience under cross-channel consumption. Finally, implications and limitations are also discussed. This study helps to enrich the theoretical research on user experience and consumer behavior. It also provides targeted basis for in-depth analysis of cross-channel consumption behavior, establishment of user experience evaluation index system, and improving user experience and multichannel management of physical stores.

show abstract

An exploratory study of consumer switching behavior in platform businesses: A mixed methods approach

Ryu

Han

Park

2023

J of Consumer Behaviour

View full text Add to dashboard Cite

This study investigates consumer switching behavior factors in platform businesses. This study reports a two‐phase study of switching behavior. The first phase, Latent Dirichlet Allocation topic analysis, was conducted by collecting reviews and comments to find out consumers' potential switching behavior factors. The second phase was the interview with the consumer who did the switching behavior as to why they made the switching behavior. Besides, among the potential switching behavior factors, actual switching behavior factors were compared. It links quantitative and qualitative phases in exploratory sequential mixed methods design. The switching behavior factors were identified by applying the push‐pull‐mooring framework. The result of the study on music platforms' push effects is price perception, pull effects are promotion and algorithm recommendation, and mooring effects are payment convenience, switching cost, and reward. In Over‐the‐top (OTT), platforms' push effect is a lack of content, pull effects are promotion, WOM, and diversity of content, and mooring effects are content expectations, social networks, payment convenience, and convenience of watching. In e‐commerce platforms' push effects are technical issues, delivery cost, and lack of trust, pull effects are service line extension, and convenience of use, mooring effects are reward, payment convenience, and convenience of access to my data. This work contributes to the growing body of studies investigating the switching behavior factor in each platform business. Also, the study makes recommendations to aid platform marketing managers in understanding the impact of push‐pull‐mooring variables.

show abstract

Investigation of consumers' cross‐channel switching intentions: A push‐pull‐mooring approach

Cited by 28 publications

References 121 publications

I “showroom” but “webroom” too: investigating cross-shopping behaviour in a developing nation

I “showroom” but “webroom” too: investigating cross-shopping behaviour in a developing nation

User Experience Evaluation of Cross‐Channel Consumption: Based on Grounded Theory and Neural Network

An exploratory study of consumer switching behavior in platform businesses: A mixed methods approach

Contact Info

Product

Resources

About