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Online service failure and propensity to suspend offline consumption

Author

Listed:
  • Niall Piercy
  • Chris Archer-Brown

Abstract

Many retailers have expanded their businesses by adding Internet sales channels. There are many advantages of such multi-channel business operation, however, these may be offset by an overlooked negative consequence of cross-channel shopper activity - poor service online may lead customers to suspend consumption in a company's offline channels. Support is found for this proposition, and an investigation into the influence of purchaser characteristics and purchase criticality on propensity to engage in such behavior is conducted. The study makes contributions to understanding cross-channel customer behavior and developing implications for future research as well as management practice.

Suggested Citation

  • Niall Piercy & Chris Archer-Brown, 2014. "Online service failure and propensity to suspend offline consumption," The Service Industries Journal, Taylor & Francis Journals, vol. 34(8), pages 659-676, May.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:8:p:659-676
    DOI: 10.1080/02642069.2014.886192
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    Cited by:

    1. 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).
    2. Sohyun Park & Keumsook Lee, 2021. "Examining the Impact of E-Commerce Growth on the Spatial Distribution of Fashion and Beauty Stores in Seoul," Sustainability, MDPI, vol. 13(9), pages 1-20, May.
    3. Zhu, John Jianjun & Chang, Yung-Chun & Ku, Chih-Hao & Li, Stella Yiyan & Chen, Chi-Jen, 2021. "Online critical review classification in response strategy and service provider rating: Algorithms from heuristic processing, sentiment analysis to deep learning," Journal of Business Research, Elsevier, vol. 129(C), pages 860-877.
    4. Reis, João & Amorim, Marlene & Melão, Nuno, 2019. "Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry," International Journal of Production Economics, Elsevier, vol. 215(C), pages 24-33.
    5. Cai, Ya-Jun & Lo, Chris K.Y., 2020. "Omni-channel management in the new retailing era: A systematic review and future research agenda," International Journal of Production Economics, Elsevier, vol. 229(C).
    6. Lukasz Damurski, 2021. "How to Include Omnichannel Services in Land-Use Policy?: E-Planning Holds the Key," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 10(3), pages 70-85, July.
    7. Azemi, Yllka & Ozuem, Wilson & Howell, Kerry E. & Lancaster, Geoff, 2019. "An exploration into the practice of online service failure and recovery strategies in the Balkans," Journal of Business Research, Elsevier, vol. 94(C), pages 420-431.
    8. Ryu, Do-Hyeon & Lim, Chiehyeon & Kim, Kwang-Jae, 2020. "Development of a service blueprint for the online-to-offline integration in service," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    9. Lukasz Damurski & Jacek Pluta & Jerzy Ładysz & Magdalena Mayer-Wydra, 2019. "Online or Offline Services for Urban Neighbourhoods?: Conceptualisation of Research Problems," International Journal of E-Planning Research (IJEPR), IGI Global, vol. 8(1), pages 50-67, January.

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