Palavras-chave
Omnichannel
Cognitivo
Emocional
Compras
Confiança
Como Citar
Resumo
Objetivo – Este estudo propõe um modelo em que a intenção de compra online é uma consequência da experiência de compra online em um ambiente omnicanal.
Referencial Teórico - A experiência é formada por meio da interação entre as experiências cognitivas e emocionais de um consumidor, com a confiança na compra omnicanal desempenhando papel mediador na relação entre a experiência de compra online e a intenção de compra online. O modelo teórico foi baseado na estrutura Estímulo-Organismo-Resposta (S-O-R).
Metodologia – A análise de dados foi realizada usando análise de modelo de equação estrutural. Amostragem probabilística aleatória sistemática foi usada para recrutar a amostra de 600 consumidores com experiência em compras omnicanal em ambientes de varejo chilenos.
Resultados – A intenção de compra online é uma consequência da interação entre experiências cognitivas e emocionais. A confiança na compra omnicanal media parcialmente o efeito da experiência de compra online nas intenções de compra online.
Implicações Práticas e Sociais da Pesquisa – Este estudo tem implicações importantes para gerentes de plataforma digital e varejistas que desejam oferecer uma experiência omnicanal satisfatória.
Contribuições – Em um ambiente omnichannel, é essencial para o varejista estabelecer um vínculo próximo por meio da experiência cognitiva e emocional do comprador.
Referências
Adnan, H. (2014). An analysis of the factors affecting online purchasing behavior of Pakistani consumers. International Journal of Marketing Studies, 6 (5): 133-148.
http://dx.doi.org/10.5539/ijms.v6n5p133
Ameen, N., Tarhini, Shah, A. M., & Madichie, N. O. (2021). Going with the flow: smart shopping malls and omnichannel retailing. Journal of Services Marketing, 35 (3): 325-348.
https://doi.org/10.1108/JSM-02-2020-0066
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103 (3): 411-423.
https://doi.org/10.1037/0033-2909.103.3.411
Arora, S., Singha, K., & Sahney, S. (2017). Understanding consumer's showrooming behaviour: Extending the theory of planned behaviour. Asia Pacific Journal of Marketing and Logistics, 29 (2): 409-431. http://dx.doi.org/10.1108/APJML-06-2016-0111
Artigas, E. M., Yrigoyen, C. C. Moraga, E. T., &. Villalón, C. B (2017). Determinants of trust towards tourist destinations. Journal of Destination Marketing and Management, 6 (4): 327-334. https://doi.org/10.1016/j.jdmm.2017.03.003.
Aziz, Abd N. N., & Abd Wahid, N. (2018). Why consumers are hesitant to shop online: the major concerns towards online shopping. International Journal of Academic Research in Business and Social Sciences, 8 (9): 1175-1185. http://dx.doi.org/10.6007/IJARBSS/v8-i9/4689
Bagozzi, R. P. (1981). Attitudes, intentions, and behavior: A test of some key hypotheses. Journal of personality and social psychology, 41 (4): 607-627. https://doi.org/10.1037/0022-3514.41.4.607
Bagozzi, R. P., & Phillips, L. W. (1982). Representing and testing organizational theories: A holistic construal. Administrative science quarterly, 27: 459-489. https://www.jstor.org/stable/2392322
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16: 74-94. https://doi.org/10.1007/BF02723327
Banco Central de Chile. BCC. (2023). https://si3.bcentral.cl/indicadoressiete/secure/Serie.aspx?gcode
Banerjee, A. (2018). Blockchain technology: supply chain insights from ERP. In Advances in computers (Vol. 111, pp. 69-98). Elsevier. https://doi.org/10.1016/bs.adcom.2018.03.007
Blasco-Arcas, L., Hernandez-Ortega, B. I., & Jimenez-Martinez, J. (2016). Engagement platforms: The role of emotions in fostering customer engagement and brand image in interactive media. Journal of Service Theory and Practice, 26 (5): 559-589. https://doi.org/10.1108/JSTP-12-2014-0286
Brynjolfsson, E., Hu, Y. J., & Rahman, M. S. (2013). Competing in the age of omnichannel retailing. MIT Sloan Management Review. 54 (4): 23–9 https://sloanreview.mit.edu/article/competing-in-the-age-of-omnichannel-retailing/
Calvo, R. A. (2023). The role of artificial intelligence in improving the omnichannel customer experience. International Journal of Retail & Distribution Management, 51(2), 123-138. https://doi.org/10.1108/IJRDM-12-2022-0493
Chang, H. H., & Chen, S. W. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24 (6): 2927-2944. https://doi.org/10.1016/j.chb.2008.04.014
Chang, Y. P., & Li, J. (2022). Seamless experience in the context of omnichannel shopping: scale development and empirical validation. Journal of Retailing and Consumer Services, 64: 1-20.
https://doi.org/10.1016/j.jretconser.2021.102800
Chen, X., Su, X., Li, Z., Wu, J., Zheng, Mmultichannel(2022). The impact of omni-channel collaborative marketing on customer loyalty to fresh retailers: the mediating effect of the omni-channel shopping experience. Operations Management Research, 15(3), 983-997.
https://link.springer.com/article/10.1007/s12063-022-00319-y
Chetioui, Y., Lebdaoui, H., & Chetioui, H. (2021). Factors influencing consumer attitudes toward online shopping: the mediating effect of trust. EuroMed Journal of Business, 16 (4): 544-563.
https://doi.org/10.1108/EMJB-05-2020-0046
Choi, B., & Lee, I. (2017). Trust in open versus closed social media: The relative influence of user-and marketer-generated content in social network services on customer trust. Telematics and Informatics, 34 (5): 550-559. https://doi.org/10.1016/j.tele.2016.11.005
Chopdar, P. K., & Balakrishnan, J. (2020). Consumers response towards mobile commerce applications: SOR approach. International Journal of Information Management, 53: 1-16. https://doi.org/10.1016/j.ijinfomgt.2020.102106
Chou, Y. H. D., Li, T. Y. D., & Ho, C. T. B. (2018). Factors influencing the adoption of mobile commerce in Taiwan. International Journal of Mobile Communications, 16 (2): 117-134. https://doi.org/10.1504/IJMC.2018.089754
Constantinides, E. (2004). Influencing the online consumer's behavior: the Web experience. Internet research, 14 (2): 111-126. https://doi.org/10.1108/10662240410530835
Cui, T. H., Ghose, A., Halaburda, H., Iyengar, R., Pauwels, K., Sriram, S., & Venkataraman, S. (2021). Informational challenges in omnichannel marketing: Remedies and future research. Journal of Marketing, 85 (1): 103-120. https://doi.org/10.1177/0022242920968810
Cummins, S., Peltier, J. W., & Dixon, A. (2016). Omni-channel research framework in the context of personal selling and sales management: A review and research extensions. Journal of Research in Interactive Marketing, 10(1), 2-16. https://doi.org/10.1108/JRIM-12-2015-0094
Dahana, W. D., Shin, H., & Katsumata, S. (2018). Influence of individual characteristics on whether and how much consumers engage in showrooming behavior. Electronic Commerce Research, 18: 665-692. https://doi.org/10.1007/s10660-017-9277-4
Damasio, A. (1994). Descartes' Error. New York: Avon.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 13 (3): 319-340. https://doi.org/10.2307/249008
Dewi, N. W. P. N., & Giantari, I. G. A. K. (2022). The mediation role of customer satisfaction and trust in the effect of online shopping experience on repurchasing intention. European Journal of Business and Management Research, 7 (3): 78-83. https://doi.org/10.24018/ejbmr.2022.7.3.1293
De Wulf, K., & Odekerken-Schröder, G. (2003). Assessing the impact of a retailer's relationship efforts on consumers' attitudes and behavior. Journal of Retailing and Consumer services, 10 (2): 95-108. https://doi.org/10.1016/S0969-6989(02)00013-9
Druckman, D., & Lacey, J. I. (1989). Brain and cognition. Some new technologies. AD-a325, 293.
Etikan, I., and Bala, K. (2017). Sampling and Sampling Methods. Biometrics and Biostatistics International Journal, 5 (6): 215–217. doi: 10.15406/bbij.2017.05.00149
Fassnacht, M., Beatty, S. E., & Szajna, M. (2019). Combating the negative effects of showrooming: successful salesperson tactics for converting showroomers into buyers. Journal of Business Research, 102: 131-139. https://doi.org/10.1016/j.jbusres.2019.05.020
Faulds, D. J., Mangold, W. G., Raju, P. S., & Valsalan, S. (2018). The mobile shopping revolution: Redefining the consumer decision process. Business Horizons, 61 (2): 323-338. https://doi.org/10.1016/j.bushor.2017.11.012
Fiestas, J. C., & Tuzovic, S. (2021). Mobile-assisted showroomers: Understanding their purchase journey and personalities. Journal of Retailing and Consumer Services, 58: 1-9. https://doi.org/10.1016/j.jretconser.2020.102280
Fisher, M. L., Gallino, S., & Xu, J. J. (2019). The value of rapid delivery in omnichannel retailing. Journal of Marketing Research, 56 (5): 732-748. https://doi.org/10.1177/00222437198499
Flavián, C., Gurrea, R., and Orús, C. (2020). Combining channels to make smart purchases: The role of webrooming and showrooming. Journal of Retailing and Consumer Services, 52: 1-11. https://doi.org/10.1016/j.jretconser.2019.101923
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. 38-50. https://doi.org/10.1177/002224378101800
Gao, W., Fan, H., Li, W., & Wang, H. 2021. Crafting the customer experience in omnichannel contexts: The role of channel integration. Journal of Business Research, 126: 12-22. https://doi.org/10.1016/j.jbusres.2020.12.056
Gao, F., & Su, X. (2017). Omnichannel retail operations with buy-online-and-pick-up-in-store. Management Science, 63 (8): 2478-2492. https://doi.org/10.1287/mnsc.2016.2473
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25 (5): 395-410. https://doi.org/10.1016/j.emj.2007.08.005
Giantari, I. G. A. K., Zain, D., Rahayu, M., & Solimun, M. (2013). The role of perceived behavioral control and trust as mediator of experience on online purchasing intentions relationship a study on youths in denpasar city (Indonesia). International Journal of Business and Management Invention, 2 (1): 30-38. www.ijbmi.org
Hair J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Criteria for the significance of the factor loadings. Multivariate data analysis, 799, Madrid: Prentice Hall.
Harrigan, M., Feddema, K., Wang, S., Harrigan, P. & Diot, E. (2021). How trust leads to online purchase intention founded in perceived usefulness and peer communication. Journal of Consumer Behaviour, 20 (5): 1297-1312. https://doi.org/10.1002/cb.1936
Hao Suan Samuel, L., Balaji, M. S., & Kok Wei, K. (2015). An investigation of online shopping experience on trust and behavioral intentions. Journal of Internet Commerce, 14 (2): 233-254. https://doi.org/10.1080/15332861.2015.1028250
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43: 115-135. https://doi.org/10.1007/s11747-014-0403-8
Hong, W., Thong, J. Y., & Tam, K. Y. (2004). The effects of information format and shopping task on consumers' online shopping behavior: A cognitive fit perspective. Journal of management information systems, 21 (3): 149-184. https://doi.org/10.1080/07421222.2004.11045812
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. K. (2019). Multichannel integration quality: A systematic review and agenda for future research. Journal of Retailing and Consumer Services, 49: 154-163. https://doi.org/10.1016/j.jretconser.2019.03.019
Hübner, A., Wollenburg, J., & Holzapfel, A. (2016). Retail logMultichannele transition from multi-channel to omnichannel. International Journal of Physical Distribution and Logistics Management, 46 (6/7): 562-583. https://doi.org/10.1108/IJPDLM-08-2015-0179
Ilhamalimy, R. R., & Ali, H. (2021). Model perceived risk and trust: e-WOM and purchase intemultichannelle OF trust mediating IN online shopping IN shopee Indonesia). Dinasti International Journal of Digital Business Management, 2 (2): 204-221.
https://www.dinastipub.org/DIJDBM/article/view/651
Izogo, E. E., & Jayawardhena, C. (2018). Online shopping experience in an emerging e‐retailing market: Towards a conceptual model. Journal of consumer Behaviour, 17 (4): 379-392.
https://doi.org/10.1002/cb.1715
Jacoby, J. (2002). Stimulus‐organism‐response reconsidered: an evolutionary step in modeling (consumer) behavior. Journal of consumer psychology, 12 (1): 51-57.
https://doi.org/10.1207/S15327663JCP1201_05
Jadil, Y., Rana, N. P., & Dwivedi, Y. K. (2022). Understanding the drivers of online trust and intention to buy on a website: An emerging market perspective. International Journal of Information Management Data Insights, 2 (1): 1-12. https://doi.org/10.1016/j.jjimei.2022.100065
Jai, T. M., Fang, D., Bao, F. S., James III, R. N., Chen, T., & Cai, W. (2021). Seeing it is like touching it: unravelling the effective product presentations on online apparel purchase decisions and brain activity (an fMRI study). Journal of Interactive Marketing, 53 (1): 66-79.
https://doi.org/10.1016/j.intmar.2020.04.0
Jai, T. M., O'Boyle, M. W., & Fang, D. (2014). Neural correlates of sensory‐enabling presentation: An fMRI study of image zooming and rotation video effects on online apparel shopping. Journal of Consumer Behaviour, 13 (5): 342-350. https://doi.org/10.1002/cb.1476
Jin, D., Caliskan-Demirag, O., Chen, F. Y., & Huang, M. (2020). Omnichannel retailers' return policy strategies in the presence of competition. International Journal of Production Economics, 225: 1-14. https://doi.org/10.1016/j.ijpe.2019.107595
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business research, 58 (4): 500-507. https://doi.org/10.1016/S0148-2963(03)00140-1
Jöreskog, K. G., & Sörbom, D. (1993). LISREL 8: Structural equation modeling with the SIMPLIS command language. Scientific software international.
Juaneda-Ayensa, E., Mosquera, A., & Sierra-Murillo, Y. (2016). Omnichannel customer behavior: key drivers of technology acceptance and use and their effects on purchase intention. Frontiers in psychology, 7: 1117. https://doi.org/10.3389/fpsyg.2016.01117
Kaczorowska-Spychalska, D. (2017). Consumer perspective of omnichannel commerce. Management, 21 (2): 95-108. https://doi.org/10.1515/manment-2017-0007
Kang, J. Y. M. (2018). Showrooming, webrooming, and user-generated content creation in the omnichannel era. Journal of Internet Commerce, 17 (2): 145-169.
https://doi.org/10.1080/15332861.2018.1433907
Kazancoglu, I., & Aydin, H. (2018). An investigation of consumers' purchase intentions towards omnichannel shopping: A qualitative exploratory study. International Journal of Retail and Distribution Management, 46 (10): 959-976. https://doi.org/10.1108/IJRDM-04-2018-0074.
Kawaf, F., & Tagg, S. (2017). The construction of online shopping experience: A repertory grid approach. Computers in Human Behavior, 72: 222-232. https://doi.org/10.1016/j.chb.2017.02.055
Khare, A., Gupta, A., & Sharma, R. (2023). The online flow and its influence on awe experience: an AI-enabled e-tail service exploration. International Journal of Retail & Distribution Management, 51(3), 345-362. https://doi.org/10.1108/IJRDM-07-2022-0265
Kleinlercher, K., Linzmajer, M., Verhoef, P. C., & T. Rudolph. (2020). Antecedents of webrooming in omnichannel retailing. Frontiers in Psychology, 11: 1 – 15.
https://doi.org/10.3389/fpsyg.2020.606798
Komiak, S. Y., & Benbasat, I. (2006). The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS quarterly, 30 (4): 941-960.
https://doi.org/10.2307/25148760
Kühn, S. W., and Petzer, D. J. (2018). Fostering purchase intentions toward online retailer websites in an emerging market: An SOR perspective. Journal of Internet Commerce, 17 (3): 255-282.
https://doi.org/10.1080/15332861.2018.1463799
Kusuda, Y. (2022). Information effect of buy-online-and-pick-up-in-store in omnichannel retailing with store replenishment. Electronic Commerce Research and Applications, 52: 1-10. https://doi.org/10.1016/j.elerap.2022.101127
Larwood, L., Falbe, C. M., Kriger, M. P., & Miesing, P. (1995). Structure and meaning of organizational vision. Academy of Management journal, 38 (3): 740-769.
https://doi.org/10.5465/256744
Lazaris, C., Vrechopoulos, A. P., Sarantopoulos, P., & Doukidis, G. (2022). Additive omnichannel atmospheric cues: The mediating effects of cognitive and affective responses on purchase intention. Journal of Retailing and Consumer Services, 64: 1-14.
https://doi.org/10.1016/j.jretconser.2021.102731
Le, A.N.H. and Nguyen-Le, X.-D. (2021), A moderated mediating mechanism of omnichannel customer experiences, International Journal of Retail & Distribution Management, Vol. 49 No. 5, pp. 595-615. https://doi.org/10.1108/IJRDM-02-2020-0054
Lee, H.S., Balaji, M. S., & Khong, K.W. (2015). An Investigation of Online Shopping Experience on Trust and Behavioral Intentions. Journal of Internet Commerce, 14 (2): 233-254.
Lemon, K. N., and Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of marketing, 80 (6): 69-96. https://doi.org/10.1509/jm.15.04020
Li, Y., Liu, H., Lim, E. T., Goh, J. M., Yang, F., & Lee, M. K. (2018). Customer's reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision support systems, 109: 50-60.
https://doi.org/10.1016/j.dss.2017.12.010
Li, Z., Yang, W., Jin, H. S., & Wang D. (2021). Omnichannel retailing operations with coupon promotions. Journal of Retailing and Consumer Services, 58: 1-13.
https://doi.org/10.1016/j.jretconser.2020.102324
Liao, Z., & Cheung, M. T. (2001). Internet-based e-shopping and consumer attitudes: an empirical study. Information and management, 38 (5): 299-306. https://doi.org/10.1016/S0378-7206(00)00072-0
Lichtenstein, D. R., Netemeyer, R. G., & Burton, S. (1990). Distinguishing coupon proneness from value consciousness: An acquisition-transaction utility theory perspective. Journal of marketing, 54 (3): 54-67. https://doi.org/10.1177/002224299005400
Ma, L., Zhang, X., Ding, X., & Wang, G. (2020). How social ties influence customers' involvement and online purchase intentions. Journal of Theoretical and Applied Electronic Commerce Research, 16 (3): 395-408. https://doi.org/10.3390/jtaer16030025
MacKenzie, S. B., Podsakoff, P. M., & Jarvis, C. B. (2005). The problem of measurement model misspecification in behavioral and organizational research and some recommended solutions. Journal of applied psychology, 90 (4): 710 – 730.
Mangin, J.P., Bourgault, N., & Porral, C. (2014). The moderating role of risk, security and trust applied to the TAM model in the offer of banking financial services in Canada. Journal of Internet Banking and Commerce, 19 (2): 1-21. https://www.icommercecentral.com/
Mathwick, C., & Rigdon, E. (2004). Play, flow, and the online search experience. Journal of consumer research, 31(2), 324-332. https://doi.org/10.1086/422111
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet shopping environment☆. Journal of retailing, 77(1), 39-56. https://doi.org/10.1016/S0022-4359(00)00045-2
Menrad, M. (2020). Systematic review of omnichannel banking and preview of upcoming developments in Germany. Innovative Marketing, 16(2), 104-125. doi:10.21511/im.16(2).2020.09
Mehrabian, A., and Russell, J. A. (1974). An approach to environmental psychology. the MIT Press. https://psycnet.apa.org/record/1974-22049-000
Mishra, A., Shukla, A., Rana, N. P., & Dwivedi, Y. K. (2021). From "touch" to a "multisensory" experience: The impact of technology interface and product type on consumer responses. Psychology and marketing, 38(3), 385-396. https://doi.org/10.1002/mar.21436
Mukherjee, S., & Chatterjee, S. (2021). Webrooming and showrooming: a multi-stage consumer decision process. Marketing Intelligence and Planning, 39(5), 649-669.
https://doi.org/10.1108/MIP-08-2020-0351
Nguyen, A. T., McClelland, R., & Thuan, N. H. (2022). Exploring customer experience during channel switching in omnichannel retailing context: A qualitative assessment. Journal of Retailing and Consumer Services, 64, 1-18. https://doi.org/10.1016/j.jretconser.2021.102803
Novak, T. P., Hoffman, D. L., & Yung, Y. F. (2000). Measuring the customer experience in online environments: A structural modeling approach. Marketing science, 19(1), 22-42. https://doi.org/10.1287/mksc.19.1.22.15184
Oracle, (2023). Powering the Cross-Channel Customer Experience with Oracle's Complete, https://www.oracle.com/a/ocom/docs/applications/siebel/wp-powering-cross-channel-customer-experience.pdf. (Accessed January 22, 2023).
Pappas, I. O., Kourouthanassis, P. E., Giannakos, M. N., & Chrissikopoulos, V. (2016). Explaining online shopping behavior with fsQCA: The role of cognitive and affective perceptions. Journal of Business Research, 69(2), 794-803. https://doi.org/10.1016/j.jbusres.2015.07.010
Pappas, I. O. (2018). User experience in personalized online shopping: a fuzzy-set analysis. European Journal of Marketing, 52(7/8), 1679-1703. https://doi.org/10.1108/EJM-10-2017-0707
Pappas, I., Kourouthanassis, P.E., Giannakos, M.N., Giannakos, M.N., & Chrissikopouloset, V. (2014). Shiny happy people buying: the role of emotions on personalized e-shopping. Electron Markets, 24, 193–206. https://link.springer.com/article/10.1007/s12525-014-0153-y
Park, J., Hill, W. T., & Bonds-Raacke, J. (2015). Exploring the relationship between cognitive effort exertion and regret in online vs. offline shopping. Computers in Human Behavior, 49, 444-450. https://doi.org/10.1016/j.chb.2015.03.034
Peng, C., & Kim, Y. G. (2014). Application of the stimuli-organism-response (SOR) framework to online shopping behavior. Journal of Internet Commerce, 13(3-4), 159-176. DOI: 10.1080/15332861.2014.944437
Pentina, I., Zolfagharian, M., & Michaud-Trevinal, A. (2022). Toward a comprehensive scale of online shopping experiences: a mixed-method approach. Internet Research, 32(3), 814-842. https://doi.org/10.1108/INTR-03-2021-0170
Petermans, A., Janssens, W., & Van Cleempoel, K. (2013). A holistic framework for conceptualizing customer experiences in retail environments. International Journal of Design, 7(2), 1-18. www.ijdesign.org
Prahalad, C. K., & Ramaswamy, V. (2000). Co-opting customer competence. Harvard business review, 78(1), 79-90. https://sloanreview.mit.edu/article/the-new-frontier-of-experience-innovation/
Quach, S., Barari, M., Moudrý, D. V., & Quach, K. (2022). Service integration in omnichannel retailing and its impact on customer experience. Journal of Retailing and Consumer Services, 65, 1-9. https://doi.org/10.1016/j.jretconser.2020.102267
Rippé, C. B., Weisfeld‐Spolter, S., Yurova, Y., Dubinsky, A. J., & Hale, D. (2017). Under the sway of a mobile device during an in‐store shopping experience. Psychology and Marketing, 34(7), 733-752. https://doi.org/10.1002/mar.21019
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e-retailing: an empirical model of antecedents and outcomes. Journal of retailing, 88(2), 308-322.
https://doi.org/10.1016/j.jretai.2012.03.001
Sel, M. (2015). A Comparison of Trust Models. In: Reimer, H., Pohlmann, N., Schneider, W. (eds) ISSE 2015. Springer Vieweg, Wiesbaden. https://doi.org/10.1007/978-3-658-10934-9_17
Shen, X. L., Li, Y. J., Sun, Y., & Wang, N. (2018). Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience. Decision Support Systems, 109, 61-73. https://doi.org/10.1016/j.dss.2018.01.006
Schneider, P. J., & Zielke, S. (2020). Searching offline and buying online–An analysis of showrooming forms and segments. Journal of Retailing and Consumer Services, 52, 1-12. https://doi.org/10.1016/j.jretconser.2019.101919
Schubert, P., & Koch, M. (2002). The power of personalization: Customer collaboration and virtual communities. AMCIS 2002 Proceedings, 269, 1953-1965. http://aisel.aisnet.org/amcis2002/269
Sharma, N. and Dutta, N. (2023), Omnichannel retailing: exploring future research avenues in retail marketing and distribution management, International Journal of Retail & Distribution Management, Vol. 51 No. 7, pp. 894-919.https://doi.org/10.1108/IJRDM-05-2022-0166
Silva, J., Pinho, J. C., Soares, A., & Sá, E. (2019). Antecedents of online purchase intention and behaviour: Uncovering unobserved heterogeneity. Journal of Business Economics and Management, 20(1), 131-148. https://doi.org/10.3846/jbem.2019.7060
Simangunsong, E., & Subagyo, I. (2021). Investigation and analysis of omnichannel logistics models: A study in the electronic retail industry in Indonesia. Operations and Supply Chain Management: An International Journal, 14(2), 221-231. http://doi.org/10.31387/oscm0450298
Sit, J. K., Hoang, A., & Inversini, A. (2018). Showrooming and retail opportunities: A qualitative investigation via a consumer-experience lens. Journal of Retailing and Consumer Services, 40, 163-174. https://doi.org/10.1016/j.jretconser.2017.10.004
Solem, B.A.A., Fredriksen, J.I. and Sørebø, Ø. (2023), Dynamic capabilities in the realisation of omnichannel retailing", International Journal of Retail & Distribution Management, Vol. 51 No. 1, pp. 21-38. https://doi.org/10.1108/IJRDM-12-2021-0599Steenkamp,
J. B. E., & Van Trijp, H. C. (1991). The use of LISREL in validating marketing constructs. International Journal of Research in marketing, 8(4), 283-299.
https://doi.org/10.1016/0167-8116(91)90027-5
Sun, Y., C. Yang, Shen, X. L., & Wang, N. (2020.) When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage. International Journal of Information Management, 54, 1-13. https://doi.org/10.1016/j.ijinfomgt.2020.102200
Suparno, C. (2020). Online purchase intention of halal cosmetics: SOR framework application. Journal of Islamic Marketing, 12(9), 1665-1681. https://doi.org/10.1108/JIMA-09-2019-0192
Statista, (2020). https://es.statista.com/buscar/?q=compra+omnichannel+andqKat= search&newSearch=true and=1.
Statista. (2023). https://es.statista.com/temas/8899/pib-de-chile/
Swinyard, W. R., & Smith, S. M. (2003). Why people (don't) shop online: A lifestyle study of the internet consumer. Psychology and marketing, 20(7), 567-597. https://doi.org/10.1002/mar.10087
Trevinal, A. M., and Stenger, T. 2014. Toward a conceptualization of the online shopping experience. Journal of retailing and consumer services, 21(3), 314-326.
https://doi.org/10.1016/j.jretconser.2014.02.009
Taherdoost, H. (2016). Sampling methods in research methodology; how to choose a sampling technique for research. How to choose a sampling technique for research (April 10, 2016). http://dx.doi.org/10.2139/ssrn.3205035
Tandon, U., & Kiran, R. (2019). Factors impacting customer satisfaction: An empirical investigation into online shopping in India. Journal of Information Technology Case and Applications Research, 21(1), 13-34. https://doi.org/10.1080/15228053.2019.1609779
Tsai, H. T., & Huang, H. C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information and Management, 44(3), 231-239.
https://doi.org/10.1016/j.im.2006.11.006
Urban, G. L., Sultan, F., & Qualls, W. J. (2000). Placing trust at the center of your Internet strategy. Sloan management review, 42(1), 39-48. https://sloanreview.mit.edu/article/placing-trust-at-the-center-of-your-internet-strategy/
Vashishtha, R., & Kumar, S. (2016). A Study of E-Commerce and Online Shopping. Journal of Commerce and Trade, 11(1), 91-96. https://ideas.repec.org/a/jct/journl/v11y2016i1p91-96.html
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to omnichannel retailing: introduction to the special issue on multi-channel retailing. Journal of retailing, 91(2), 174-181. https://doi.org/10.1016/j.jretai.2015.02.005
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., TmultichannelSchlesinger, L. A. (2009). Customer experience creation: Determinants, dynmultichannelnagement strategies. Journal of retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.001
Verhoef, P. C., van Ittersum, K., Kannan, P. K., & Inman, J. (2022). Omnichannel retailing: A consumer perspective. In L. R. Kahle, T. M. Lowrey, and J. Huber, APA handbook of consumer psychology. American Psychology Association. 2022, 649–672. https://doi.org/10.1037/0000262-029
Wang, X. W., Cao, Y. M., & Park, C. (2019). The relationships among community experience, community commitment, brand attitude, and purchase intention in social media. International Journal of Information Management, 49, 475-488.
https://doi.org/10.1016/j.ijinfomgt.2019.07.018
Weisberg, J., Te'eni, D., & Arman, L. (2011). Past purchase and intention to purchase in e‐commerce: The mediation of social presence and trust. Internet research, 21(1), 82-96.
https://doi.org/10.1108/10662241111104893
Wu, J. J., & Chang, S. T. (2020). Exploring customer sentiment regarding online retail services: a topic-based approach. Journal of Retailing and Consumer Services, 55, 1-9.
https://doi.org/10.1016/j.jretconser.2020.102145
Xu, X., & Jackson, J. E. (2019). Examining customer channel selection intention in the omnichannel retail environment. International Journal of Production Economics, 208, 434-445.
https://doi.org/10.1016/j.ijpe.2018.12.009
Zaichkowsky, J. L. (1985). Measuring the involvement construct. Journal of consumer research, 12(3), 341-352. https://doi.org/10.1086/208520
Zhang, M., Ren, C., Wang, G. A., & He, Z. (2018). The impact of channel integration on consumer responses in omnichannel retailing: The mediating effect of consumer empowerment. Electronic commerce research and applications, 28, 181-193. https://doi.org/10.1016/j.elerap.2018.02.002
Zhang, Y., & Zhao, Y. (2022). The impact of artificial intelligence on omnichannel retailing: A post-pandemic perspective. International Journal of Retail & Distribution Management, 50(6), 789-805. https://doi.org/10.1108/IJRDM-05-2021-0178
Zhe, L., W. Jie, & Yuan, H. (2023). The effect of place attachment of geographical indication agricultural products on repurchase intention. Journal of Retailing and Consumer Services, 72, 1-13.
https://doi.org/10.1016/j.jretconser.2023.103266
Zhu, B., Kowatthanakul, S., & Satanasavapak, P. (2020). Generation Y consumer online repurchase intention in Bangkok: Based on Stimulus-Organism-Response (SOR) model. International Journal of Retail and Distribution Management, 48(1), 53-69. https://doi.org/10.1108/IJRDM-04-2018-0071
Em caso de aprovação do artigo para publicação, os direitos de copyright são cedidos pelo(s) autor(es) à Revista Brasileira de Gestão de Negócios – RBGN.
Nestes termos, é OBRIGATÓRIO que os autores enviem para RBGN o formulário de Cessão de Direitos Autorias devidamente preenchido e assinado. Conforme o modelo: [Direitosautorais]
As condições da Cessão de Direitos Autorais indicam que a Revista Brasileira de Gestão de Negócios – RBGN possui a título gratuito e em caráter definitivo os direitos autorais patrimoniais dos artigos por ela publicados. Não obstante a Cessão dos Direitos Autorais, a RBGN faculta aos autores o uso desses direitos sem restrições.
Os textos publicados na RBGN são de inteira responsabilidade de seus autores.
A revista adota o padrão de licença CC-BY Creative Commons Attribution 4.0 permitindo redistribuição e reutilização dos artigos sob a condição de que a autoria seja devidamente creditada.