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Multichannel shopping: The effect of decision making style on shopper journey configuration and satisfaction

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  • Harris, Patricia
  • Dall’Olmo Riley, Francesca
  • Hand, Chris

Abstract

Prior research demonstrates links between the maximizing tendency in decision making and online shopping behaviour, with maximizers spending considerable time on their online shopping yet being somewhat dissatisfied with their shopping decisions. Our research extends prior knowledge to the multichannel shopping context. Multichannel shopper journeys are an important form of shopping, whereby the activities comprising a shopping event occur in more than one channel. Our quantitative study examines relationships between two dimensions of maximizing, maximization as a strategy and maximization as a goal, multichannel shopper journey configuration and subsequent affect. Maximization as a strategy directly and positively relates to the numbers of channel switches and of pauses in a shopper journey and to the use of product and retailer reviews. It is indirectly associated with increased counterfactual thinking and regret, and with decreased satisfaction. Maximization as a goal has no effect on multichannel shopper journey configuration or on affect. Our findings have managerial relevance for multichannel retailers. We demonstrate that product and retailer reviews are of particular importance to those employing maximization as a shopping strategy, as they mitigate against their increased tendency to engage in counterfactual thinking. As counterfactual thinking leads maximizers to increased regret and decreased satisfaction, multichannel retailers can improve shopper satisfaction by actively directing their customers to reviews. Shoppers using maximization as a strategy could be helped to configure their shopper journeys with fewer channel switches and fewer pauses, as these provide maximizers with opportunities to doubt their decisions.

Suggested Citation

  • Harris, Patricia & Dall’Olmo Riley, Francesca & Hand, Chris, 2021. "Multichannel shopping: The effect of decision making style on shopper journey configuration and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  • Handle: RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920312947
    DOI: 10.1016/j.jretconser.2020.102286
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    References listed on IDEAS

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    3. Luis Enrique Valdez-Juárez & Dolores Gallardo-Vázquez & Elva Alicia Ramos-Escobar, 2021. "Online Buyers and Open Innovation: Security, Experience, and Satisfaction," Journal of Open Innovation: Technology, Market, and Complexity, MDPI, Open Access Journal, vol. 7(1), pages 1-24, January.

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