Does retail type matter? consumer responses to channel integration in omni-channel retailing
A critical issue faced by marketing practitioners today is orchestrating strategies that provide a smooth consumer experience in an omni-channel environment. The extant literature offers limited guidance on managing the consumer journey in an omni-channel environment across different retail types. U...
| Main Authors: | , , , |
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| Format: | Article |
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Elsevier
2022
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| Online Access: | http://psasir.upm.edu.my/id/eprint/101002/ |
| _version_ | 1848863468149538816 |
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| author | Lim, Xin-Jean Cheah, Jun-Hwa Dwivedi, Yogesh K. Richard, James E. |
| author_facet | Lim, Xin-Jean Cheah, Jun-Hwa Dwivedi, Yogesh K. Richard, James E. |
| author_sort | Lim, Xin-Jean |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | A critical issue faced by marketing practitioners today is orchestrating strategies that provide a smooth consumer experience in an omni-channel environment. The extant literature offers limited guidance on managing the consumer journey in an omni-channel environment across different retail types. Using the S–O-R framework as its basis, this study generates novel insights by examining how different types of retailers influence consumer perceptions of channel integration (CPCI) as well as consumer empowerment, trust, satisfaction, and patronage intention. Data from 736 consumers was collected using purposive sampling to target those who interact with retailers from high-end specialty stores, department stores, and hypermarkets. The data was then analysed using partial least squares structural equation modelling (PLS-SEM). We find that consumers from high-end specialty stores, hypermarkets, and department stores have different perceptions when patronising the omni-channel retail business. The implications of the study are discussed and suggestions for future research are presented. |
| first_indexed | 2025-11-15T13:33:24Z |
| format | Article |
| id | upm-101002 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T13:33:24Z |
| publishDate | 2022 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1010022023-07-12T06:13:12Z http://psasir.upm.edu.my/id/eprint/101002/ Does retail type matter? consumer responses to channel integration in omni-channel retailing Lim, Xin-Jean Cheah, Jun-Hwa Dwivedi, Yogesh K. Richard, James E. A critical issue faced by marketing practitioners today is orchestrating strategies that provide a smooth consumer experience in an omni-channel environment. The extant literature offers limited guidance on managing the consumer journey in an omni-channel environment across different retail types. Using the S–O-R framework as its basis, this study generates novel insights by examining how different types of retailers influence consumer perceptions of channel integration (CPCI) as well as consumer empowerment, trust, satisfaction, and patronage intention. Data from 736 consumers was collected using purposive sampling to target those who interact with retailers from high-end specialty stores, department stores, and hypermarkets. The data was then analysed using partial least squares structural equation modelling (PLS-SEM). We find that consumers from high-end specialty stores, hypermarkets, and department stores have different perceptions when patronising the omni-channel retail business. The implications of the study are discussed and suggestions for future research are presented. Elsevier 2022-07 Article PeerReviewed Lim, Xin-Jean and Cheah, Jun-Hwa and Dwivedi, Yogesh K. and Richard, James E. (2022) Does retail type matter? consumer responses to channel integration in omni-channel retailing. Journal of Retailing and Consumer Services, 67. art. no. 102992. pp. 1-13. ISSN 0969-6989; ESSN: 1873-1384 https://www.sciencedirect.com/science/article/pii/S0969698922000856 10.1016/j.jretconser.2022.102992 |
| spellingShingle | Lim, Xin-Jean Cheah, Jun-Hwa Dwivedi, Yogesh K. Richard, James E. Does retail type matter? consumer responses to channel integration in omni-channel retailing |
| title | Does retail type matter? consumer responses to channel integration in omni-channel retailing |
| title_full | Does retail type matter? consumer responses to channel integration in omni-channel retailing |
| title_fullStr | Does retail type matter? consumer responses to channel integration in omni-channel retailing |
| title_full_unstemmed | Does retail type matter? consumer responses to channel integration in omni-channel retailing |
| title_short | Does retail type matter? consumer responses to channel integration in omni-channel retailing |
| title_sort | does retail type matter? consumer responses to channel integration in omni-channel retailing |
| url | http://psasir.upm.edu.my/id/eprint/101002/ http://psasir.upm.edu.my/id/eprint/101002/ http://psasir.upm.edu.my/id/eprint/101002/ |