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The omnichannel continuum: Integrating online and offline channels along the customer journey

Citations

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Cited by:

  1. Gamage, Thilini Chathurika & Tajeddini, Kayhan & Liyanaarachchi, Gajendra & Gnanapala, Athula, 2025. "The personal paradox matrix: understanding and mitigating customer tensions in phygital marketing," Journal of Business Research, Elsevier, vol. 199(C).
  2. Frasquet, Marta & Ieva, Marco & Mollá-Descals, Alejandro, 2024. "Customer inspiration in retailing: The role of perceived novelty and customer loyalty across offline and online channels," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  3. Yang, Lu & Li, Xiangyong & Zhong, Ning, 2022. "Omnichannel retail operations with mixed fulfillment strategies," International Journal of Production Economics, Elsevier, vol. 254(C).
  4. Richard Carey & Claire G. Coleman & Tim M. White, 2024. "The Impact of Blockchain on Logistics and Supply Chain Management: A Review," Journal of Procurement and Supply Chain Management, Global Peer Reviewed Journals, vol. 3(1), pages 1-11.
  5. Yu-Hui Fang & Chia-Ying Li, 2025. "Avoiding customer cross-channel behavior in omnichannel retailing: An uncertainty reduction theory perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-18, December.
  6. Ann M. Mirabito & Justine Rapp Farrell & Jane E. Machin & Elizabeth Crosby & Natalie Ross Adkins, 2025. "Hijacked, blindfolded, and handcuffed: Navigating the turbulent consumer journey for mental illness treatment services," Journal of the Academy of Marketing Science, Springer, vol. 53(6), pages 1644-1669, December.
  7. Wang, Jun & Hou, Pengwen & Peng, Shuxia & Yuan, Nan, 2024. "Contracting and advertising for e-commerce platforms with private-effectiveness information," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 192(C).
  8. Kim, Yanghee & Lee, Minwoo & Kim, Byung-Do & Roh, Taewoo, 2024. "Power of agglomeration on electronic word–of–mouth in the restaurant industry: Exploring the moderation role of review quality difference," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  9. Nathalie T. M. Demoulin & Gwarlann De Kerviler, 2026. "Retailers’ asymmetrical integration of in-store and mobile channels: the moderating effects of search and experience goods," Electronic Commerce Research, Springer, vol. 26(1), pages 999-1027, February.
  10. Junbin Wang, 2025. "The impact of consumers’ cross-channel experiencing behavior on omnichannel integration based on game-theoretic analysis," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-14, December.
  11. Teng, Hongxin & Xia, Qinying & Shou, Jiayi & Zhao, Jing, 2023. "Positive or negative spillover? The influence of online channel satisfaction on offline channel adoption," Journal of Business Research, Elsevier, vol. 154(C).
  12. Yoo, Kiwoong & Welden, Roman & Hewett, Kelly & Haenlein, Michael, 2023. "The merchants of meta: A research agenda to understand the future of retailing in the metaverse," Journal of Retailing, Elsevier, vol. 99(2), pages 173-192.
  13. Sai Chand Chintala & Jūra Liaukonytė & Nathan Yang, 2024. "Browsing the Aisles or Browsing the App? How Online Grocery Shopping is Changing What We Buy," Marketing Science, INFORMS, vol. 43(3), pages 506-522, May.
  14. Michiel Van Crombrugge & Els Breugelmans & Kathleen Cleeren & Scott A. Neslin, 2025. "Retailer marketing mix response when launching a direct channel: Not all retailers are alike," Journal of the Academy of Marketing Science, Springer, vol. 53(5), pages 1379-1400, September.
  15. Lobschat, Lara & Lesscher, Lisan & Verhoef, Peter C. & Lemon, Katherine N., 2025. "Should customers of all brands be multichannel? Investigating the moderating role of brand tier," Journal of Retailing, Elsevier, vol. 101(4), pages 700-719.
  16. Jared M. Hansen & Paul Wilson, 2023. "Modeling and explaining the growth patterns over time of country-specific website clickstream metrics," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 561-576, December.
  17. Muthaffar, Aisha & Vilches-Montero, Sonia, 2023. "Empowering retailers: A bounded rationality perspective to enhancing omnichannel journey satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  18. Nagy Akos & Kemeny Ildiko & Szucs Krisztian, 2024. "Channel preferences: Unveiling omnichannel behavior in sports and leisure product purchases," Management & Marketing, Sciendo, vol. 19(4), pages 667-691.
  19. A.M. Ghouri & H.R. Khan & V. Mani & M.A.U. Haq & Ana Beatriz Lopes de Sousa Jabbour, 2023. "An Artificial-Intelligence-Based Omnichannel Blood Supply Chain: A Pathway for Sustainable Development," Post-Print hal-04276023, HAL.
  20. Bogdan Gregor & Gotwald Beata, 2022. "Omnichannel environment — phenomena, processes and the directions of change," Marketing of Scientific and Research Organizations, Paradigm, vol. 46(4), pages 17-42, December.
  21. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2025. "How do omnichannel customer experiences affect customer engagement? Theory and empirical validation," Journal of Business Research, Elsevier, vol. 189(C).
  22. Wang, Jixiao & Wang, Chong, 2024. "Understanding shoppers’ cross-channel analysis of influencing factors of online and offline channels: Evidence from clothing product," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  23. Tuğba Yeğin & Muhammad Ikram, 2022. "Developing a Sustainable Omnichannel Strategic Framework toward Circular Revolution: An Integrated Approach," Sustainability, MDPI, vol. 14(18), pages 1-25, September.
  24. Keita Kinjo, 2025. "Analysis of Customer Journeys Using Prototype Detection and Counterfactual Explanations for Sequential Data," The Review of Socionetwork Strategies, Springer, vol. 19(2), pages 301-323, October.
  25. Farah Arkadan & Emma K. Macdonald & Hugh N. Wilson, 2024. "Customer experience orientation: Conceptual model, propositions, and research directions," Journal of the Academy of Marketing Science, Springer, vol. 52(6), pages 1560-1584, November.
  26. Guo, Wenjun Emma & Dong, Beibei & Palmatier, Robert W., 2025. "Understanding surprise: Toward a theory of surprise marketing," Journal of Retailing, Elsevier, vol. 101(1), pages 7-24.
  27. Kupfer, Ann-Kristin & Marchand, André & Hennig-Thurau, Thorsten, 2024. "Explaining physical retail store closures in digital times," Journal of Retailing, Elsevier, vol. 100(4), pages 512-531.
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