Linking multi-channel customer behavior with shopping motives: An empirical investigation of a German retailer

Schröder, Hendrik; Zaharia, Silvia

doi:10.1016/j.jretconser.2008.01.001

Cited by 156 publications

(141 citation statements)

References 34 publications

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“…The findings suggest that exclusive store users satisfy social needs, whereas online and catalogue users strive for independence and convenience, whilst customers who combine online information with purchase at the store, seek independence and risk reduction (Schroeder and Zaharia, 2008). As a limitation of the study, Schroeder and Zaharia (2008) suggest the fact that the multi-channel retailer was a well established, trusted national retailer, employing an integrated channel strategy, may have played a part in the customer decision. Therefore, future research may explore customer motives in other types of multi-channel environments, for example, motives such as seeking the lowest price or better deals were not explored in Schroeder and Zaharia's (2008) research.…”

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 82%

“…As a limitation of the study, Schroeder and Zaharia (2008) suggest the fact that the multi-channel retailer was a well established, trusted national retailer, employing an integrated channel strategy, may have played a part in the customer decision. Therefore, future research may explore customer motives in other types of multi-channel environments, for example, motives such as seeking the lowest price or better deals were not explored in Schroeder and Zaharia's (2008) research.…”

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 93%

“…For example, the customer channel preference may depend on situational factors (Wang et al, 2012), or customer goals (Chatterjee, 2007) and motivations (Schroeder and Zaharia, 2008). The customer choice between on-site check-in kiosk at an airport or personal check-in desk may depend on situational factors, such as length of queue, perceived task complexity, other accompanying customers, or previous experience with the service (Wang et al, 2012).…”

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 99%

“…However, those situational influences may not be applicable to the internet and telephone SST option, which presents a research gap (Wang et al, 2012). The customer motives for channel usage of an integrated multi-channel retailer are researched by Schroeder and Zaharia (2008). The findings suggest that exclusive store users satisfy social needs, whereas online and catalogue users strive for independence and convenience, whilst customers who combine online information with purchase at the store, seek independence and risk reduction (Schroeder and Zaharia, 2008).…”

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 99%

“…The customer motives for channel usage of an integrated multi-channel retailer are researched by Schroeder and Zaharia (2008). The findings suggest that exclusive store users satisfy social needs, whereas online and catalogue users strive for independence and convenience, whilst customers who combine online information with purchase at the store, seek independence and risk reduction (Schroeder and Zaharia, 2008). As a limitation of the study, Schroeder and Zaharia (2008) suggest the fact that the multi-channel retailer was a well established, trusted national retailer, employing an integrated channel strategy, may have played a part in the customer decision.…”

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 99%

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Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

Kelly¹,

Lawlor²,

Mulvey³

2013

IJECRM

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Abstract:The contemporary hospitality service industry is changing with the introduction of new self-service technologies (SSTs) and their rapid adoption by customers. Examples of SSTs include hotel reservation websites, self check-in kiosks and mobile telephone service applications. The introduction of these electronic channels for communication with customers offers further opportunities for customer relationship management if customers choose to interact with them. Therefore, the aim of this paper is to understand the customer decision-making processes and underlying motivations for SST usage in multi-channel hospitality service environments. The data collection method employed was short qualitative interviews with 133 passengers at the departure area of an international airport. The findings contribute to an understanding of how and why customers use SSTs, which is critical from an eCRM perspective, in that many sectors of the hospitality industry may encourage or indeed require customers to use SSTs. As a result, this element of chosen/forced usage may have a huge impact on the user-company relationship.

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Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 82%

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 93%

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 99%

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 99%

Section: Ssts In Multi-channel Service Environmentsmentioning

confidence: 99%

See 3 more Smart Citations

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

Kelly¹,

Lawlor²,

Mulvey³

2013

IJECRM

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Developing trends in showrooming, webrooming, and omnichannel shopping behaviors: Performance analysis, conceptual mapping, and future directions

Halibas

Nguyen

Akbari

et al. 2023

J of Consumer Behaviour

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In an omnichannel era, businesses and marketers need insights into the dynamics of customer shopping behaviors, particularly the interplay between omnichannel, showrooming, and webrooming behaviors. This study investigates the evolution and trends of the research and channel shopping behaviors (RCSB) domain, spanning from 1998 to 2022, including the Covid‐19 era. The study performed a bibliometric review of 500 papers in the Scopus database. The performance analysis reveals an annual growth rate of nearly 16%, with average citations per document of 44, indicating sustained and growing research interest. Science mapping revealed five distinct cluster themes, including showrooming and webrooming in multi‐ and omni‐channel contexts; consumer behavior in online retail and shopping; customer satisfaction and trust in multi‐channel retailing; mobile commerce in a multi‐channel environment; and the interplay between online shopping, channel choice, and supply chain management. Furthermore, topics, such as showrooming, e‐commerce, retailing, and omnichannel retailing, remain popular before and during the pandemic, as seen in the thematic evolution. Our examination of the thematic maps revealed various topics that gained significance during the pandemic, such as multichannel, channel choice, customer experience, social commerce, purchase behavior, and covid‐19. Among these, the thematic maps indicate that customer experience, channel choice, multichannel, and covid‐19 are emerging and basic topics. These topics can steer research directions in the RCSB domain toward examining customer experiences using digital innovations, e‐commerce (including mobile and social commerce), and omnichannel strategy and management.

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Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector

Vesel¹,

Orel

Špende³

2011

Service Management

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Linking multi-channel customer behavior with shopping motives: An empirical investigation of a German retailer

Cited by 156 publications

References 34 publications

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

Developing trends in showrooming, webrooming, and omnichannel shopping behaviors: Performance analysis, conceptual mapping, and future directions

Using Multichannel Marketing Activities to Build Customer Relationships: As Pertaining to the Consumer Electronics Retail Sector

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