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Key Issues in Multichannel Customer Management: Current Knowledge and Future Directions

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Cited by:

  1. Alon Eizenberg, 2016. "Estimating the impact of interacting with sales representatives on customer-specific revenue and churn behavior," Quantitative Marketing and Economics (QME), Springer, vol. 14(4), pages 325-351, December.
  2. Heitz-Spahn, Sandrine, 2013. "Cross-channel free-riding consumer behavior in a multichannel environment: An investigation of shopping motives, sociodemographics and product categories," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 570-578.
  3. Emrich, Oliver & Paul, Michael & Rudolph, Thomas, 2015. "Shopping Benefits of Multichannel Assortment Integration and the Moderating Role of Retailer Type," Journal of Retailing, Elsevier, vol. 91(2), pages 326-342.
  4. Shankar, Venkatesh & Kalyanam, Kirthi & Setia, Pankaj & Golmohammadi, Alireza & Tirunillai, Seshadri & Douglass, Tom & Hennessey, John & Bull, J.S. & Waddoups, Rand, 2021. "How Technology is Changing Retail," Journal of Retailing, Elsevier, vol. 97(1), pages 13-27.
  5. Grewal, Dhruv & Ailawadi, Kusum L. & Gauri, Dinesh & Hall, Kevin & Kopalle, Praveen & Robertson, Jane R., 2011. "Innovations in Retail Pricing and Promotions," Journal of Retailing, Elsevier, vol. 87(S1), pages 43-52.
  6. Hossain, Tasnim M Taufique & Akter, Shahriar & Kattiyapornpong, Uraiporn & Dwivedi, Yogesh K., 2019. "Multichannel integration quality: A systematic review and agenda for future research," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 154-163.
  7. Sunil Chopra, 2016. "How omni-channel can be the future of retailing," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 43(2), pages 135-144, June.
  8. Kannan, P.K. & Li, Hongshuang “Alice”, 2017. "Digital marketing: A framework, review and research agenda," International Journal of Research in Marketing, Elsevier, vol. 34(1), pages 22-45.
  9. Wang Yixin & Gong Qiguo & Tian Xin & Wang Tingyan, 2021. "The Effect of Online Channel Addition on Store Performance: Empirical Evidence from Chinese Chain Retailers," Journal of Systems Science and Information, De Gruyter, vol. 9(4), pages 356-377, August.
  10. Thorsten Wiesel & Koen Pauwels & Joep Arts, 2011. "Practice Prize Paper --Marketing's Profit Impact: Quantifying Online and Off-line Funnel Progression," Marketing Science, INFORMS, vol. 30(4), pages 604-611, July.
  11. Konuş, Umut & Neslin, Scott A. & Verhoef, Peter C., 2014. "The effect of search channel elimination on purchase incidence, order size and channel choice," International Journal of Research in Marketing, Elsevier, vol. 31(1), pages 49-64.
  12. Patrick Winter & Paul Alpar, 2018. "On the relationship between print and mobile channels for newspapers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(1), pages 79-92, February.
  13. Ngoh, Cheryl-lyn & Groening, Christopher, 2022. "The effect of COVID-19 on consumers’ channel shopping behaviors: A segmentation study," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  14. David R. Bell & Santiago Gallino & Antonio Moreno, 2018. "Offline Showrooms in Omnichannel Retail: Demand and Operational Benefits," Management Science, INFORMS, vol. 64(4), pages 1629-1651, April.
  15. Jelena Šaković Jovanović & Radoje Vujadinović & Elizabeta Mitreva & Cristiano Fragassa & Aleksandar Vujović, 2020. "The Relationship between E-Commerce and Firm Performance: The Mediating Role of Internet Sales Channels," Sustainability, MDPI, vol. 12(17), pages 1-17, August.
  16. Kumar, V., 2010. "A Customer Lifetime Value-Based Approach to Marketing in the Multichannel, Multimedia Retailing Environment," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 71-85.
  17. Di Gregorio, Angelo & Maggioni, Isabella & Mauri, Chiara & Mazzucchelli, Alice, 2019. "Employability skills for future marketing professionals," European Management Journal, Elsevier, vol. 37(3), pages 251-258.
  18. Shakir Goraya, M. Awais & Zhu, Jing & Akram, Muhammad Shakaib & Shareef, Mahmud Akhter & Malik, Aneela & Bhatti, Zeeshan Ahmed, 2022. "The impact of channel integration on consumers’ channel preferences: Do showrooming and webrooming behaviors matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  19. Emrich, Oliver & Verhoef, Peter C., 2015. "The impact of a homogenous versus a prototypical Web design on online retail patronage for multichannel providers," International Journal of Research in Marketing, Elsevier, vol. 32(4), pages 363-374.
  20. Cortiñas, Mónica & Chocarro, Raquel & Villanueva, María Luisa, 2010. "Understanding multi-channel banking customers," Journal of Business Research, Elsevier, vol. 63(11), pages 1215-1221, November.
  21. Kokho Sit, Jason & Hoang, Anna & Inversini, Alessandro, 2018. "Showrooming and retail opportunities: A qualitative investigation via a consumer-experience lens," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 163-174.
  22. Ratchford, Brian & Soysal, Gonca & Zentner, Alejandro, 2023. "Multichannel customer purchase behavior and long tail effects in the fashion goods market," Journal of Retailing, Elsevier, vol. 99(1), pages 46-65.
  23. Juan Carlos Londono Roldan, 2015. "Intending to shop in single versus multi-channels: A Theory of Planned Behaviour-based explanation," Working Papers 11, Faculty of Economics and Management, Pontificia Universidad Javeriana Cali.
  24. Chiara Mauri & Angelo Di Gregorio & Alice Mazzucchelli & Isabella Maggioni, 2017. "The employability of marketing graduates in the era of digitalisation and globalisation," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(4), pages 103-124.
  25. van Nierop, J.E.M. & Leeflang, P.S.H. & Teerling, M.L. & Huizingh, K.R.E., 2011. "The impact of the introduction and use of an informational website on offline customer buying behavior," International Journal of Research in Marketing, Elsevier, vol. 28(2), pages 155-165.
  26. Tran, Trang P. & Mai, Enping Shirley & Taylor, Erik C., 2021. "Enhancing brand equity of branded mobile apps via motivations: A service-dominant logic perspective," Journal of Business Research, Elsevier, vol. 125(C), pages 239-251.
  27. van Baal, Sebastian, 2014. "Should retailers harmonize marketing variables across their distribution channels? An investigation of cross-channel effects in multi-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1038-1046.
  28. Verhoef, Peter C. & Lemon, Katherine N., 2013. "Successful customer value management: Key lessons and emerging trends," European Management Journal, Elsevier, vol. 31(1), pages 1-15.
  29. Li, Hailin & Wu, Yenchun Jim & Zhang, Shijie & Zou, Jinchuan, 2021. "Temporary rules of retail product sales time series based on the matrix profile," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  30. Elisa Montaguti & Scott A. Neslin & Sara Valentini, 2016. "Can Marketing Campaigns Induce Multichannel Buying and More Profitable Customers? A Field Experiment," Marketing Science, INFORMS, vol. 35(2), pages 201-217, March.
  31. Xu, Xun & Jackson, Jonathan E., 2019. "Examining customer channel selection intention in the omni-channel retail environment," International Journal of Production Economics, Elsevier, vol. 208(C), pages 434-445.
  32. Mirela KOCI, 2017. "Stress Analysis of Composite Materials Used for Yacht Production Through Solid Work Simulation," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 3, September.
  33. Anderl, Eva & Becker, Ingo & von Wangenheim, Florian & Schumann, Jan Hendrik, 2016. "Mapping the customer journey: Lessons learned from graph-based online attribution modeling," International Journal of Research in Marketing, Elsevier, vol. 33(3), pages 457-474.
  34. Pantano, Eleonora & Viassone, Milena, 2015. "Engaging consumers on new integrated multichannel retail settings: Challenges for retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 106-114.
  35. Zhuang, Hejun & Popkowski Leszczyc, Peter T.L. & Lin, Yuanfang, 2018. "Why is Price Dispersion Higher Online than Offline? The Impact of Retailer Type and Shopping Risk on Price Dispersion," Journal of Retailing, Elsevier, vol. 94(2), pages 136-153.
  36. Ionica Oncioiu & Iustin Priescu & Geanina Silviana Banu & Narcis Chirca, 2023. "Green Consumers’ Responses to Integrated Digital Communication in the Context of Multichannel Retail," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
  37. Frasquet, Marta & Ieva, Marco & Ziliani, Cristina, 2019. "Understanding complaint channel usage in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 94-103.
  38. Li, Xi & Dahana, Wirawan Dony & Li, Tongmao & Yuan, Jingbo, 2021. "Behavioral changes of multichannel customers: Their persistence and influencing factors," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  39. Kumar, V. & Pozza, Ilaria Dalla & Petersen, J. Andrew & Shah, Denish, 2009. "Reversing the Logic: The Path to Profitability through Relationship Marketing," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 147-156.
  40. Aiolfi Simone & Edoardo Sabbadin, 2017. "The New Paradigm of the Omnichannel Retailing: Key Drivers, New Challenges and Potential Outcomes Resulting from the Adoption of an Omnichannel Approach," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(1), pages 1-85, December.
  41. Cao, Lanlan & Li, Li, 2015. "The Impact of Cross-Channel Integration on Retailers’ Sales Growth," Journal of Retailing, Elsevier, vol. 91(2), pages 198-216.
  42. Ibrahim Mutambik, 2023. "Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia," Sustainability, MDPI, vol. 15(14), pages 1-20, July.
  43. Tojib, Dewi & Khajehzadeh, Saman, 2017. "Mitigating customers’ negative responses to physical presence reduction," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 109-118.
  44. Ruth N. Bolton & Anders Gustafsson & Crina O. Tarasi & Lars Witell, 2022. "Designing satisfying service encounters: website versus store touchpoints," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 85-107, January.
  45. Herhausen, Dennis & Binder, Jochen & Schoegel, Marcus & Herrmann, Andreas, 2015. "Integrating Bricks with Clicks: Retailer-Level and Channel-Level Outcomes of Online–Offline Channel Integration," Journal of Retailing, Elsevier, vol. 91(2), pages 309-325.
  46. Saghiri, Soroosh & Wilding, Richard & Mena, Carlos & Bourlakis, Michael, 2017. "Toward a three-dimensional framework for omni-channel," Journal of Business Research, Elsevier, vol. 77(C), pages 53-67.
  47. Barann, Benjamin & Hermann, Andreas & Heuchert, Markus & Becker, Jörg, 2022. "Can't touch this? Conceptualizing the customer touchpoint in the context of omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  48. Scott K. Shriver & Bryan Bollinger, 2022. "Demand Expansion and Cannibalization Effects from Retail Store Entry: A Structural Analysis of Multichannel Demand," Management Science, INFORMS, vol. 68(12), pages 8829-8856, December.
  49. Grewal, Dhruv & Janakiraman, Ramkumar & Kalyanam, Kirthi & Kannan, P.K. & Ratchford, Brian & Song, Reo & Tolerico, Stephen, 2010. "Strategic Online and Offline Retail Pricing: A Review and Research Agenda," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 138-154.
  50. Nuo Chen & Chong Ye & Jiaonan Wang, 2022. "Research on the Sustainability of Channel Strategy Selection on the Overall Efficiency of Listed Retail Enterprises: Evidence from China," Sustainability, MDPI, vol. 14(16), pages 1-25, August.
  51. GOGA, Traian & VARLAN, Filip, 2012. "Social Media: At the crossroads of efficient marketing and ethics," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 3(2), pages 24-34, June.
  52. Pengyi Shen & Zecong Ma, 2022. "The quality of physical–electronic hybrid services and its impact on customer loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 16(4), pages 1065-1080, December.
  53. Pauwels, Koen & Neslin, Scott A., 2015. "Building With Bricks and Mortar: The Revenue Impact of Opening Physical Stores in a Multichannel Environment," Journal of Retailing, Elsevier, vol. 91(2), pages 182-197.
  54. Clemens Koob, 2021. "Determinants of content marketing effectiveness: Conceptual framework and empirical findings from a managerial perspective," PLOS ONE, Public Library of Science, vol. 16(4), pages 1-25, April.
  55. Zhang, Jie & Farris, Paul W. & Irvin, John W. & Kushwaha, Tarun & Steenburgh, Thomas J. & Weitz, Barton A., 2010. "Crafting Integrated Multichannel Retailing Strategies," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 168-180.
  56. Gregory T. Gundlach & Kenneth C. Manning & Joseph P. Cannon, 2011. "Resale price maintenance and free riding: insights from multi-channel research," AMS Review, Springer;Academy of Marketing Science, vol. 1(1), pages 18-31, March.
  57. Hu, Xiaojian & Qiu, Ju & Zhao, Ju & Li, Yang, 2023. "Can in-store recommendations for online-substitutive products integrate online and offline channels?," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  58. Broekhuizen, T.L.J. & Emrich, O. & Gijsenberg, M.J. & Broekhuis, M. & Donkers, B. & Sloot, L.M., 2021. "Digital platform openness: Drivers, dimensions and outcomes," Journal of Business Research, Elsevier, vol. 122(C), pages 902-914.
  59. Miao Miao, 2019. "The Current Research Issues of Retail Internationalization," International Business Research, Canadian Center of Science and Education, vol. 12(2), pages 1-14, February.
  60. Rebecca Nüesch & Rainer Alt & Thomas Puschmann, 2015. "Hybrid Customer Interaction," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 57(1), pages 73-78, February.
  61. Michael A. Crew & Timothy J. J. Brennan (ed.), 2014. "The Role of the Postal and Delivery Sector in a Digital Age," Books, Edward Elgar Publishing, number 15386.
  62. Hallikainen, Heli & Alamäki, Ari & Laukkanen, Tommi, 2019. "Individual preferences of digital touchpoints: A latent class analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 386-393.
  63. Urban, Glen L. & Amyx, Cinda & Lorenzon, Antonio, 2009. "Online Trust: State of the Art, New Frontiers, and Research Potential," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 179-190.
  64. Olaf Maecker & Christian Barrot & Jan U. Becker, 2016. "The effect of social media interactions on customer relationship management," Business Research, Springer;German Academic Association for Business Research, vol. 9(1), pages 133-155, April.
  65. Tim Walsh, 2014. "The costs, functions and pricing of postal payment channels," Chapters, in: Michael A. Crew & Timothy J. J. Brennan (ed.), The Role of the Postal and Delivery Sector in a Digital Age, chapter 25, pages 329-348, Edward Elgar Publishing.
  66. Shankar, Venkatesh & Venkatesh, Alladi & Hofacker, Charles & Naik, Prasad, 2010. "Mobile Marketing in the Retailing Environment: Current Insights and Future Research Avenues," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 111-120.
  67. Saiyed Wajid Ali & Tahir Ahmad Wani & Nikita Tyagi, 2022. "A Qualitative Study on Innovation and Dimensional Aspects of the Omnichannel Retail Business Model," International Journal of E-Business Research (IJEBR), IGI Global, vol. 18(2), pages 1-20, April.
  68. Jin, Seung-A Annie, 2009. "The Roles of Modality Richness and Involvement in Shopping Behavior in 3D Virtual Stores," Journal of Interactive Marketing, Elsevier, vol. 23(3), pages 234-246.
  69. Kim, Jikyung (Jeanne) & Song, Hyeasinn & Choi, Jeonghye & Kim, Yongseob & Hong, Jeonghan, 2021. "Channel stickiness in the shopping journey for electronics: Evidence from China and South Korea," Journal of Business Research, Elsevier, vol. 130(C), pages 506-516.
  70. Breugelmans, Els & Campo, Katia, 2016. "Cross-Channel Effects of Price Promotions: An Empirical Analysis of the Multi-Channel Grocery Retail Sector," Journal of Retailing, Elsevier, vol. 92(3), pages 333-351.
  71. Campo, Katia & Breugelmans, Els, 2015. "Buying Groceries in Brick and Click Stores: Category Allocation Decisions and the Moderating Effect of Online Buying Experience," Journal of Interactive Marketing, Elsevier, vol. 31(C), pages 63-78.
  72. Umit Kucuk, S. & Timmermans, Harry J.P., 2012. "Resale Price Maintenance (RPM): The U.S. and E.U. perspectives," Journal of Retailing and Consumer Services, Elsevier, vol. 19(5), pages 537-544.
  73. Chopdar, Prasanta Kr & Paul, Justin & Prodanova, Jana, 2022. "Mobile shoppers’ response to Covid-19 phobia, pessimism and smartphone addiction: Does social influence matter?," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
  74. Lee, Hyoung-joo & Shin, Hyunjung & Hwang, Seong-seob & Cho, Sungzoon & MacLachlan, Douglas, 2010. "Semi-Supervised Response Modeling," Journal of Interactive Marketing, Elsevier, vol. 24(1), pages 42-54.
  75. Dhar, Vasant & Chang, Elaine A., 2009. "Does Chatter Matter? The Impact of User-Generated Content on Music Sales," Journal of Interactive Marketing, Elsevier, vol. 23(4), pages 300-307.
  76. Patten, Elena & Ozuem, Wilson & Howell, Kerry & Lancaster, Geoff, 2020. "Minding the competition: The drivers for multichannel service quality in fashion retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  77. Gupta, Sunil, 2009. "Customer-Based Valuation," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 169-178.
  78. Vogel, Julia & Paul, Michael, 2015. "One firm, one product, two prices: Channel-based price differentiation and customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 126-139.
  79. Kiczmachowska Ewa E. & de Pourbaix Paweł & Jemielniak Dariusz, 2023. "Price Differentiation in Online and Offline Retail: An Empirical Study of Current Practices," Marketing of Scientific and Research Organizations, Sciendo, vol. 28(2), pages 1-16, June.
  80. Alberto Sa Vinhas & Jan B. Heide, 2015. "Forms of Competition and Outcomes in Dual Distribution Channels: The Distributor’s Perspective," Marketing Science, INFORMS, vol. 34(1), pages 160-175, January.
  81. Ravula, Prashanth & Bhatnagar, Amit & Ghose, Sanjoy, 2020. "Antecedents and consequences of cross-effects: An empirical analysis of omni-coupons," International Journal of Research in Marketing, Elsevier, vol. 37(2), pages 405-420.
  82. Thomas, Jacquelyn S. & Jap, Sandy D. & Dillon, William R. & Briesch, Richard A., 2021. "Investigating the Role of Product Assortment in Technology-Enabled Sales Platforms," Journal of Interactive Marketing, Elsevier, vol. 55(C), pages 31-51.
  83. Betancourt, Roger R. & Chocarro, Raquel & Cortiñas, Monica & Elorz, Margarita & Mugica, Jose Miguel, 2016. "Channel Choice in the 21st Century: The Hidden Role of Distribution Services," Journal of Interactive Marketing, Elsevier, vol. 33(C), pages 1-12.
  84. Keller, Kevin Lane, 2010. "Brand Equity Management in a Multichannel, Multimedia Retail Environment," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 58-70.
  85. Imran Bashir Dar & Muhammad Bashir Khan & Abdul Zahid Khan & Bahaudin G. Mujtaba, 2021. "A qualitative analysis of the marketing analytics literature: where would ethical issues and legality rank?," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(3), pages 242-261, September.
  86. Shankar, Venkatesh & Kushwaha, Tarun, 2021. "Omnichannel marketing: Are cross-channel effects symmetric?," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 290-310.
  87. Limeng Chai & Yicheng Wang, 2022. "Exploring the Sustainable Usage Intention of BOPS: A Perspective of Channel Integration Quality," Sustainability, MDPI, vol. 14(21), pages 1-16, October.
  88. Sebald, Anna Kathrin & Jacob, Frank, 2020. "What help do you need for your fashion shopping? A typology of curated fashion shoppers based on shopping motivations," European Management Journal, Elsevier, vol. 38(2), pages 319-334.
  89. Angela Besana & Annamaria Esposito, 2019. "Fundraising, social media and tourism in American symphony orchestras and opera houses," Business Economics, Palgrave Macmillan;National Association for Business Economics, vol. 54(2), pages 137-144, April.
  90. Sodero, Annibal C. & Namin, Aidin & Gauri, Dinesh K. & Bhaskaran, Sreekumar R., 2021. "The strategic drivers of drop-shipping and retail store sales for seasonal products," Journal of Retailing, Elsevier, vol. 97(4), pages 561-581.
  91. Bilgicer, Tolga & Jedidi, Kamel & Lehmann, Donald R. & Neslin, Scott A., 2015. "Social Contagion and Customer Adoption of New Sales Channels," Journal of Retailing, Elsevier, vol. 91(2), pages 254-271.
  92. Li, Qi & Wang, Quansheng & Song, Peijian, 2022. "Do customers always adopt buy-online-and-pick-up-in-store service? Consideration of location-based store density in omni-channel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  93. Vaishnav, Bharat & Ray, Sourav, 2023. "A thematic exploration of the evolution of research in multichannel marketing," Journal of Business Research, Elsevier, vol. 157(C).
  94. Jason Kuruzovich & Hila Etzion, 2018. "Online Auctions and Multichannel Retailing," Management Science, INFORMS, vol. 64(6), pages 2734-2753, June.
  95. Chandrashekaran, Murali & Grewal, Rajdeep & Mehta, Raj, 2010. "Estimating Contagion on the Internet: Evidence from the Diffusion of Digital/Information Products," Journal of Interactive Marketing, Elsevier, vol. 24(1), pages 1-13.
  96. TANASE, George Cosmin, 2012. "The Expansion of Online Retailing as a Supplementary Shopping Channel for Customers," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 3(2), pages 17-23, June.
  97. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
  98. Wang, Rebecca Jen-Hui & Malthouse, Edward C. & Krishnamurthi, Lakshman, 2015. "On the Go: How Mobile Shopping Affects Customer Purchase Behavior," Journal of Retailing, Elsevier, vol. 91(2), pages 217-234.
  99. Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carl, 2020. "Digital Disruption in Retailing and Beyond," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 187-204.
  100. Tagashira, Takumi & Minami, Chieko, 2019. "The Effect of Cross-Channel Integration on Cost Efficiency," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 68-83.
  101. Alice Mazzucchelli & Roberto Chierici & Francesca Ceruti & Laura Gavinelli, 2017. "Competing in an omnichannel environment. e-tailers strategies and challenges," ESPERIENZE D'IMPRESA, FrancoAngeli Editore, vol. 2017(1), pages 5-28.
  102. Yan, Shuai & Archibald, Thomas Welsh & Han, Xiaohua & Bian, Yiwen, 2022. "Whether to adopt “buy online and return to store” strategy in a competitive market?," European Journal of Operational Research, Elsevier, vol. 301(3), pages 974-986.
  103. Sands, Sean & Ferraro, Carla & Campbell, Colin & Pallant, Jason, 2016. "Segmenting multichannel consumers across search, purchase and after-sales," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 62-71.
  104. Radhi, Mohannad & Zhang, Guoqing, 2019. "Optimal cross-channel return policy in dual-channel retailing systems," International Journal of Production Economics, Elsevier, vol. 210(C), pages 184-198.
  105. Nguyen, Anh Thi Van & McClelland, Robert & Thuan, Nguyen Hoang, 2022. "Exploring customer experience during channel switching in omnichannel retailing context: A qualitative assessment," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  106. Blattberg, Robert C. & Malthouse, Edward C. & Neslin, Scott A., 2009. "Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 157-168.
  107. Gensler, Sonja & Leeflang, Peter & Skiera, Bernd, 2012. "Impact of online channel use on customer revenues and costs to serve: Considering product portfolios and self-selection," International Journal of Research in Marketing, Elsevier, vol. 29(2), pages 192-201.
  108. Peng Vincent Zhang & Seoyoung Kim & Anindita Chakravarty, 2023. "Influence of pull marketing actions on marketing action effectiveness of multichannel firms: A meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(2), pages 310-333, March.
  109. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
  110. Barwitz, Niklas, 2020. "The relevance of interaction choice: Customer preferences and willingness to pay," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  111. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  112. Hernant, Mikael & Rosengren, Sara, 2017. "Now what? Evaluating the sales effects of introducing an online store," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 305-313.
  113. Shankar, Venkatesh & Inman, J. Jeffrey & Mantrala, Murali & Kelley, Eileen & Rizley, Ross, 2011. "Innovations in Shopper Marketing: Current Insights and Future Research Issues," Journal of Retailing, Elsevier, vol. 87(S1), pages 29-42.
  114. Herhausen, Dennis & Schögel, Marcus & Schulten, Matthias, 2012. "Steering customers to the online channel: The influence of personal relationships, learning investments, and attitude toward the firm," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 368-379.
  115. Verhoef, Peter C. & Kannan, P.K. & Inman, J. Jeffrey, 2015. "From Multi-Channel Retailing to Omni-Channel Retailing," Journal of Retailing, Elsevier, vol. 91(2), pages 174-181.
  116. Daunt, Kate L. & Harris, Lloyd C., 2017. "Consumer showrooming: Value co-destruction," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 166-176.
  117. Melis, Kristina & Campo, Katia & Breugelmans, Els & Lamey, Lien, 2015. "The Impact of the Multi-channel Retail Mix on Online Store Choice: Does Online Experience Matter?," Journal of Retailing, Elsevier, vol. 91(2), pages 272-288.
  118. Hajdas, Monika & Radomska, Joanna & Silva, Susana C., 2022. "The omni-channel approach: A utopia for companies?," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
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