When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage

Sun, Yongqiang; Yang, Chaofan; Shen, Xiao‐Liang; Wang, Nan

doi:10.1016/j.ijinfomgt.2020.102200

Cited by 76 publications

(69 citation statements)

References 79 publications

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“…Second, behavioural factors are important to understand the sustainable consumption practices of people who adopt voluntary simplicity lifestyle. According to SCT, behaviours are not solely outcomes and can shape future behaviour and the other two components of the reciprocal determinism (i.e., personal and environmental factors) (Bandura, 1986; Sun et al., 2020). A typical behaviour voluntary simplifiers exhibits is minimizing the number of physical items possessed.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Voluntary simplicity: An exploration through text analysis

Demirel

2021

Int J Consumer Studies

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Overconsumption poses severe ethical problems and causes harm to the environment. Today many individuals change their consumption practices and actively limit their overall consumption due to ethical and environmental concerns. This article focuses on voluntary simplicity, a sustainable lifestyle phenomenon that comprises environment‐friendly consumption practices as an innate characteristic. This paper offers a fresh and nuanced understanding of voluntary simplicity through the lens of social cognitive theory (SCT) and by examining textual content generated by voluntary simplifiers on Facebook. Five thousand three hundred thirty‐six Facebook posts and comments were scrapped and examined using sentiment analysis, associative networks and cluster analysis. Results further our understanding of this lifestyle in the three interconnected domains of SCT (i.e., personal, behavioural and environmental). Insights obtained from this study can help develop a more complete conceptualization of voluntary simplicity and consumers who consider adopting this lifestyle choice.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Voluntary simplicity: An exploration through text analysis

Demirel

2021

Int J Consumer Studies

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“…Smart digital marketing technologies have been used for sustainable property development to enable companies to obtain real-time customer insights and create and communicate value for customers more effectively (Low et al, 2020;Sun et al, 2020). This is achieved through technological models such as the marketing technology acceptance model (MTAM) for digital marketing strategy and organisational capability development.…”

Section: Digital Disruptive Technologies and Their Applications In Sm...mentioning

confidence: 99%

Barriers to the digitalisation and innovation of Australian Smart Real Estate: A managerial perspective on the technology non-adoption

Ullah

Sepasgozar

Thaheem

et al. 2021

Environmental Technology & Innovation

102

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“…In terms of methodology, most studies in our review are quantitative (n = 110), primarily using surveys; a number of articles (n = 25) call for the validation of their findings via longitudinal studies and an extended data collection period (see, for example, Hu and Tracogna 2020 ; Sun et al 2020 ). A long-term examination of customers’ channel use would promote a holistic understanding of evolving patterns along the customer journey and support the analysis of trends (Frasquet et al 2015 ; Gensler et al 2012 ).…”

Section: Suggestions For Future Researchmentioning

confidence: 99%

“… Decision Sciences Sousa and Voss ( 2012 ) The impacts of e-service quality on customer behaviour in multi-channel e-services Total Quality Management and Business Excellence Soysal and Krishnamurthi ( 2016 ) How Does Adoption of the Outlet Channel Impact Customers' Spending in the Retail Stores: Conflict or Synergy? Management Science Srisuwan and Barnes ( 2008 ) Predicting online channel use for an online and print magazine: a case study Internet Research Sun et al ( 2019 ) Motivating Effective Mobile App Adoptions: Evidence from a Large-Scale Randomized Field Experiment Information Systems Research Sun et al ( 2020 ) When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage International Journal of Information Management Trenz et al ( 2020 ) Disentangling the impact of omnichannel integration on consumer behavior in integrated sales channels MIS Quarterly Valentini et al ( 2011 ) Decision Process Evolution in Customer Channel Choice Journal of Marketing Valentini et al ( 2020 ) Identifying omnichannel deal prone segments, their antecedents, and their consequences Journal of Retailing van Dijk et al ( 2007 ) a Consumers, channels and communication: Online and offline communication in service consumption Interacting with Computers van Nguyen et al ( 2022 ) Exploring customer experience during channel switching in omnichannel retailing context: A qualitative assessment Journal of Retailing and Consumer Services …”

Section: Appendicesmentioning

confidence: 99%

Factors of customers’ channel choice in an omnichannel environment: a systematic literature review

Wolf

Steul-Fischer

2022

Manag Rev Q

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The proliferation of mobile devices and the continuous development of online technologies has led to an increasing variety of channels, leaving customers with a choice of channel alongside the choice of product, service, or retailer. Any attempt to optimize customer experience and engage in successful omnichannel management will require a complete, multifaceted understanding of the processes around channel choice of customers. To date, the many existing studies around multi- and omnichannel research have failed to yield an integrated, comprehensive synthesis of factors involved in customers´ channel choice. Our study conducted a systematic literature review to the end of identifying the factors involved in channel choice which appear in the scientific literature on this topic over the last two decades. We retrieved 128 papers from three bibliographic databases (EBSCO Host, Scopus, and Web of Science) and carried out descriptive analysis on them. Qualitative thematic analysis inductively extracted 66 different factors of channel choice, each assignable to five broader categories, from the studies included in the review. The findings indicate that perceived channel characteristics, customer needs and situational or contextual factors influence customers´ channel choice directly, and customer characteristics and characteristics of products or services influence it indirectly. Alongside its presentation of an integrated conceptual framework comprising these relationships, our study details a comprehensive research agenda with regards to theories, contexts, and methods and, in particular, with regards to factors influencing customers´ channel choice. Our findings advance the academic understanding of channel choice behavior and provide researchers and practitioners in this area with information on important implications for omnichannel management.

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When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage

Cited by 76 publications

References 79 publications

Voluntary simplicity: An exploration through text analysis

Voluntary simplicity: An exploration through text analysis

Barriers to the digitalisation and innovation of Australian Smart Real Estate: A managerial perspective on the technology non-adoption

Factors of customers’ channel choice in an omnichannel environment: a systematic literature review

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