Elevate Customer Loyalty By Omnichannel Integration Quality: Evidence From The Indonesian Beauty Retail Industry
Abstract
This study uses customer engagement (CE) and relationship program receptiveness (RPR) as mediators in the beauty retail sector to examine the relationship between omnichannel integration quality (OCIQ) and customer loyalty (CL). Data came from 1043 respondents obtained through an online survey and analyzed using PLS-SEM. The five dimensions of OCIQ (channel-service configuration, content consistency, process consistency, assurance quality and channel reciprocity quality) positively influence CE and RPR. Assurance quality has the most significant impact on CE and RPR compared to other OCIQ dimensions. CE significantly mediated CL values more than RPR. This study helps retailers implement omnichannel to understand how to win customers' hearts by providing efficient, trustworthy, convincing service and integrated information.
Keywords: Omnichannel Integration Quality, Customer Loyalty, Customer Engagement, Relationship Program Receptiveness, and Retail Marketing
References
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Banarjee, M. (2014). Misalignment and Its Influence on Integration Quality in Multichannel Services. Journal of Service Research Vol 17, 460-474.
Bonett, D. G., & Wright, T. A. (2015). Cronbach’s alpha reliability. Source: Journal of Organizational Behavior, 36(1), 3–15. https://doi.org/10.2307/26610966
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
Chaffey, D., & Ellis-Chadwick, F. (2019). Digital Marketing (7th ed.). Pearson Education Limited.
Center, I. N. (2021, November 10). Hari Ritel Nasional 2021 Dukung Ritel Tangguh, UMKM Maju, Indonesia Bangkit. Retrieved from news.microsoft.com: https://news.microsoft.com/id-id/2021/11/10/hari-ritel-nasional-2021-dukung-ritel-tangguh-umkm-maju-indonesia-bangkit/
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Cocco, H., & Demoulin, N. (2022). Designing a seamless shopping journey through multichannel retailer integration. Journal Business Research Vol 150, 461–475.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Destiana, N. (2022, Juli 8). Inilah Brand yang Berhasil Menerapkan Multichannel Marketing. Retrieved from Majoo.id: https://majoo.id/blog/detail/inilah-brand-yang-berhasil-menerapkan-multichannel-marketing
Djar, F. (2021, Januari 21). SIAPKAH ACE HARDWARE INDONESIA MEMULAI KONSEP MULTICHANNEL? Retrieved from Bunis University: https://bbs.binus.ac.id/gbm/2021/01/21/siapkah-ace-hardware-indonesia-memulai-konsep-multichannel/
Gao, M., & Huang, L. (2021). Quality of channel integration and customer loyalty in multichannel retailing: The mediating role of customer engagement and relationship program receptiveness. Journal of Retailing and Consumer Services.
Gázquez-Abad, J. C., Martínez-López, F. J., & Sethuraman, R. (2021). What factors moderate the effect of assortment reduction on store switching? Insights and implications for grocery brands. Journal of Business Research, 133, 98–115. https://doi.org/10.1016/j.jbusres.2021.04.037
Gouveia, F. D., & Mamede, H. S. (2022). Digital Transformation for SMES in the Retail Industry. Procedia Computer Science 204, 671-681.
Hadyan, R. (2020, Januari 29). Digitalisasi Ritel Modern di Indonesia Masih di Tahap Awal. Retrieved from Bisnis.com: https://ekonomi.bisnis.com/read/20200129/12/1194852/digitalisasi-ritel-modern-di-indonesia-masih-di-tahap-awal
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. In European Business Review (Vol. 26, Issue 2, pp. 106–121). Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-10-2013-0128
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–40. https://doi.org/10.1108/IJQSS-07-2016-0048
Haryono, Erwin. (2022, Februari 2). Digitalisasi Tingkatkan Produktivitas Ekonomi. Retrieved from Bank Indonesia: https://www.bi.go.id/id/publikasi/ruang-media/news-release/Pages/sp_243422.aspx
Har, L. L., Rashid, U. K., Chuan, L. T., Sen, S. C., & Xia, L. Y. (2022). Revolution of Retail Industry: From Perspective of Retail 1.0 to 4.0. Procedia Computer Science, 1615-1625.
Harmeling, C., Moffet, J., Arnold, M., & Carlson, B. (2017). Toward a theory of customer engagement marketing. Journal of Academy Marketing Science, 312-335.
Hasibuan, L. (2022, November 4). CNBC Indonesia. Retrieved from Industri Kecantikan Tahan Krisis, Laris Manis Meski Pandemi: https://www.cnbcindonesia.com/lifestyle/20221104104902-33-385138/industri-kecantikan-tahan-krisis-laris-manis-meski-pandemi
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(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hickman, E., Kharouf, H., & Sekhon, H. (2020). An Omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience. The International Review of Retail, Distribution and Consumer Research, 266-288.
Hollebeek, L. (2011). Exploring customer brand engagement: Definition and themes. In Journal of Strategic Marketing (Vol. 19, Issue 7, pp. 555–573). https://doi.org/10.1080/0965254X.2011.599493
Hossain, T. M., 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, 154-163.
Hsieh, Y. C., Roan, J., Pant, A., Hsieh, J.-K., Chen, W.-Y., Lee, M., & Chiu, H.-C. (2012). All for one but does one strategy work for all? Building consumer loyalty in multi-channel distribution. Managing Service Quality Vol 22 No 3, 310-335.
Itani, O. S., Kassar, A. N., & Loureiro, S. M. C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78–90. https://doi.org/10.1016/j.ijhm.2019.01.014
Kang, M. J.-Y. (2018). Showrooming, Webrooming, and User-Generated Content Creation in the Multichannel Era. JOURNAL OF INTERNET COMMERCE Vol 17 No 2, 145–169.
Lee, Z. W., Chan, T. K., Chong, A. Y.-L., & Thadani, D. R. (2019). Customer engagement through multichannel retailing: The effects of channel integration quality. Industrial Marketing Management Vol 77, 90-101.
Lemon, K., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing Vol 80 No 6, 69-96.
Li, Y., Liu, H., Lim, E. T., Goh, J. M., Yang, F., & Lee, M. (2018). Customer's reaction to cross-channel integration in multichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems Vol 109, 50-60.
Lin, M. Y.-C., Nguyen, T. T., Cheng, E. Y.-L., Le, A. N., & Cheng, J. M. (2022). Proximity marketing and Bluetooth beacon technology: A dynamic mechanism leading to relationship program receptiveness. Journal of Business Research Vol 141, 151-162.
Oh, L. B., & Teo, H. H. (2010). Consumer Value Co-creation in a Hybrid Commerce Service-Delivery System. International Journal of Electronic Commerce Vol 14 No 3, 35-62.
Oktavia, J. (2021, Januari 21). Strategi Ritel Kosmetik Terbesar dan Terlengkap di Indonesia. Retrieved from Binus University: https://bbs.binus.ac.id/gbm/2021/01/21/strategi-ritel-kosmetik-terbesar-dan-terlengkap-di-indonesia/
Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. https://doi.org/10.1007/s11747-016-0485-6
Paramasari, I. A. (2021, Januari 22). Usaha IKEA Alam Sutera Sebagai Ritel Multichannel, Sudah Efektif atau Belum? Retrieved from Binus University: https://bbs.binus.ac.id/gbm/2021/01/22/usaha-ikea-alam-sutera-sebagai-ritel-multichannel-sudah-efektif-atau-belum/
Purwanti, T. (2021, November 30). Alfagift Jadi Best Multichannel Solution for Retail Consumer. Retrieved from CNBC Indonesia: https://www.cnbcindonesia.com/market/20211130183023-17-295609/alfagift-jadi-best-multichannel-solution-for-retail-consumer
Rahim, M. A., & Magner, N. R. (1995). Confirmatory Factor Analysis of the Styles of Handling Interpersonal Conflict: First-Order Factor Model and Its Invariance Across Groups. In Journal of Applied Psychology (Vol. 80, Issue 1).
Roy, S. K., Balaji, M., Soutar, G., Lassar, W., & Roy, R. (2018). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research Vol 86, 281-290.
Sekaran, U., & Bougie, R. (2019). Research Methods For Business: A Skill Building Approach (8th ed.). Wiley Global Education US.
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.
Sirclo, I. b. (2021, Agustus 22). 5 Tantangan dalam Menerapkan Strategi Multichannel dan Solusinya. Retrieved from icubeonline: https://icubeonline.com/news-blog/5-tantangan-dalam-menerapkan-strategi-multichannel-dan-solusinya
Sousa, R., & Voss, C. A. (2006). Service Quality in Multichannel Services Employing Virtual Channel. Journal of Service Research, 356.
Suryadi, N., Anggraeni, R., Islam, M. F., & Arianto, D. (2021). The effect of the COVID-19 pandemic on consumer behaviors: A study on Gen Z in Indonesia. INTERNATIONAL JOURNAL OF RESEARCH IN BUSINESS AND SOCIAL SCIENCE, 313-318.
Taylor, A., Carlson, J., Lao, Y.-C., & Rahman, M. M. (2023). Customer engagement and sharing behaviors: Toward a contingent curvilinear perspective. Journal of Business Research Vol 154.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. https://doi.org/10.2753/MTP1069-6679200201
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44(1), 119–134. https://doi.org/10.1007/s11747-015-0455-4
White, R. C., Josephmathews, S., & Voorhees, C. M. (2013). The effects of service on multichannel retailers’ brand equity. Journal of Services Marketing, 27(4), 259–270. https://doi.org/10.1108/08876041311330744
Writz, J. (2023). Essential of Services Marketing. Harlow UK: Pearson Education Limited.
Yen, C.-H., Teng,H.-Y.*, Tzeng, J.-C. (2020). Innovativeness and customer value co-creation behaviors: Mediating role of customer engagement. International Journal of Hospitality Management, 88, https://doi.org/10.1016/j.ijhm.2020.102514
Yurova,Y., Rippé,C.B., Weisfeld-Spolter, S., Sussan, F., Arndt,A. (2017). Not all adaptive selling to omni-consumers is influential: The moderating effect of product type. Journal of Retailing and Consumer Services. 271-277. http://dx.doi.org/10.1016/j.jretconser.2016.01.009
Wu, J. F., & Chang, Y. P. (2016). Multichannel integration quality, online perceived value and online purchase intention: A perspective of land-based retailers. Internet Research, 26(5), 1228–1248.
Amanah, D., Ahmad, R. H., Gaffar, V., & Wibowo, L. A. (2017). Perilaku Store Switching Dalam Berbelanja Online Kota Medan View project Penerapan Strategi Bundling Sebagai Pembanding Terhadap Kualitas Produk dan Kepuasan Pelanggan View project. PROSIDING SEMINAR NASIONAL & KONFERENSI. https://doi.org/10.17605/OSF.IO/82JHV
Ashley, C., Noble, S. M., Donthu, N., & Lemon, K. N. (2011). Why customers won't relate: Obstacles to relationship marketing engagement. Journal of Business Research Vol 64, 749-756.
Banarjee, M. (2014). Misalignment and Its Influence on Integration Quality in Multichannel Services. Journal of Service Research Vol 17, 460-474.
Bonett, D. G., & Wright, T. A. (2015). Cronbach’s alpha reliability. Source: Journal of Organizational Behavior, 36(1), 3–15. https://doi.org/10.2307/26610966
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
Chaffey, D., & Ellis-Chadwick, F. (2019). Digital Marketing (7th ed.). Pearson Education Limited.
Center, I. N. (2021, November 10). Hari Ritel Nasional 2021 Dukung Ritel Tangguh, UMKM Maju, Indonesia Bangkit. Retrieved from news.microsoft.com: https://news.microsoft.com/id-id/2021/11/10/hari-ritel-nasional-2021-dukung-ritel-tangguh-umkm-maju-indonesia-bangkit/
Chen, Y., Mandler, T., & Meyer-Waarden, L. (2021). Three decades of research on loyalty programs: A literature review and future research agenda. In Journal of Business Research (Vol. 124, pp. 179–197). Elsevier Inc. https://doi.org/10.1016/j.jbusres.2020.11.057
Cocco, H., & Demoulin, N. (2022). Designing a seamless shopping journey through multichannel retailer integration. Journal Business Research Vol 150, 461–475.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Destiana, N. (2022, Juli 8). Inilah Brand yang Berhasil Menerapkan Multichannel Marketing. Retrieved from Majoo.id: https://majoo.id/blog/detail/inilah-brand-yang-berhasil-menerapkan-multichannel-marketing
Djar, F. (2021, Januari 21). SIAPKAH ACE HARDWARE INDONESIA MEMULAI KONSEP MULTICHANNEL? Retrieved from Bunis University: https://bbs.binus.ac.id/gbm/2021/01/21/siapkah-ace-hardware-indonesia-memulai-konsep-multichannel/
Gao, M., & Huang, L. (2021). Quality of channel integration and customer loyalty in multichannel retailing: The mediating role of customer engagement and relationship program receptiveness. Journal of Retailing and Consumer Services.
Gázquez-Abad, J. C., Martínez-López, F. J., & Sethuraman, R. (2021). What factors moderate the effect of assortment reduction on store switching? Insights and implications for grocery brands. Journal of Business Research, 133, 98–115. https://doi.org/10.1016/j.jbusres.2021.04.037
Gouveia, F. D., & Mamede, H. S. (2022). Digital Transformation for SMES in the Retail Industry. Procedia Computer Science 204, 671-681.
Hadyan, R. (2020, Januari 29). Digitalisasi Ritel Modern di Indonesia Masih di Tahap Awal. Retrieved from Bisnis.com: https://ekonomi.bisnis.com/read/20200129/12/1194852/digitalisasi-ritel-modern-di-indonesia-masih-di-tahap-awal
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. In European Business Review (Vol. 26, Issue 2, pp. 106–121). Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-10-2013-0128
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–40. https://doi.org/10.1108/IJQSS-07-2016-0048
Haryono, Erwin. (2022, Februari 2). Digitalisasi Tingkatkan Produktivitas Ekonomi. Retrieved from Bank Indonesia: https://www.bi.go.id/id/publikasi/ruang-media/news-release/Pages/sp_243422.aspx
Har, L. L., Rashid, U. K., Chuan, L. T., Sen, S. C., & Xia, L. Y. (2022). Revolution of Retail Industry: From Perspective of Retail 1.0 to 4.0. Procedia Computer Science, 1615-1625.
Harmeling, C., Moffet, J., Arnold, M., & Carlson, B. (2017). Toward a theory of customer engagement marketing. Journal of Academy Marketing Science, 312-335.
Hasibuan, L. (2022, November 4). CNBC Indonesia. Retrieved from Industri Kecantikan Tahan Krisis, Laris Manis Meski Pandemi: https://www.cnbcindonesia.com/lifestyle/20221104104902-33-385138/industri-kecantikan-tahan-krisis-laris-manis-meski-pandemi
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(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Hickman, E., Kharouf, H., & Sekhon, H. (2020). An Omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience. The International Review of Retail, Distribution and Consumer Research, 266-288.
Hollebeek, L. (2011). Exploring customer brand engagement: Definition and themes. In Journal of Strategic Marketing (Vol. 19, Issue 7, pp. 555–573). https://doi.org/10.1080/0965254X.2011.599493
Hossain, T. M., 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, 154-163.
Hsieh, Y. C., Roan, J., Pant, A., Hsieh, J.-K., Chen, W.-Y., Lee, M., & Chiu, H.-C. (2012). All for one but does one strategy work for all? Building consumer loyalty in multi-channel distribution. Managing Service Quality Vol 22 No 3, 310-335.
Itani, O. S., Kassar, A. N., & Loureiro, S. M. C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80, 78–90. https://doi.org/10.1016/j.ijhm.2019.01.014
Kang, M. J.-Y. (2018). Showrooming, Webrooming, and User-Generated Content Creation in the Multichannel Era. JOURNAL OF INTERNET COMMERCE Vol 17 No 2, 145–169.
Lee, Z. W., Chan, T. K., Chong, A. Y.-L., & Thadani, D. R. (2019). Customer engagement through multichannel retailing: The effects of channel integration quality. Industrial Marketing Management Vol 77, 90-101.
Lemon, K., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing Vol 80 No 6, 69-96.
Li, Y., Liu, H., Lim, E. T., Goh, J. M., Yang, F., & Lee, M. (2018). Customer's reaction to cross-channel integration in multichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems Vol 109, 50-60.
Lin, M. Y.-C., Nguyen, T. T., Cheng, E. Y.-L., Le, A. N., & Cheng, J. M. (2022). Proximity marketing and Bluetooth beacon technology: A dynamic mechanism leading to relationship program receptiveness. Journal of Business Research Vol 141, 151-162.
Oh, L. B., & Teo, H. H. (2010). Consumer Value Co-creation in a Hybrid Commerce Service-Delivery System. International Journal of Electronic Commerce Vol 14 No 3, 35-62.
Oktavia, J. (2021, Januari 21). Strategi Ritel Kosmetik Terbesar dan Terlengkap di Indonesia. Retrieved from Binus University: https://bbs.binus.ac.id/gbm/2021/01/21/strategi-ritel-kosmetik-terbesar-dan-terlengkap-di-indonesia/
Pansari, A., & Kumar, V. (2017). Customer engagement: the construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. https://doi.org/10.1007/s11747-016-0485-6
Paramasari, I. A. (2021, Januari 22). Usaha IKEA Alam Sutera Sebagai Ritel Multichannel, Sudah Efektif atau Belum? Retrieved from Binus University: https://bbs.binus.ac.id/gbm/2021/01/22/usaha-ikea-alam-sutera-sebagai-ritel-multichannel-sudah-efektif-atau-belum/
Purwanti, T. (2021, November 30). Alfagift Jadi Best Multichannel Solution for Retail Consumer. Retrieved from CNBC Indonesia: https://www.cnbcindonesia.com/market/20211130183023-17-295609/alfagift-jadi-best-multichannel-solution-for-retail-consumer
Rahim, M. A., & Magner, N. R. (1995). Confirmatory Factor Analysis of the Styles of Handling Interpersonal Conflict: First-Order Factor Model and Its Invariance Across Groups. In Journal of Applied Psychology (Vol. 80, Issue 1).
Roy, S. K., Balaji, M., Soutar, G., Lassar, W., & Roy, R. (2018). Customer engagement behavior in individualistic and collectivistic markets. Journal of Business Research Vol 86, 281-290.
Sekaran, U., & Bougie, R. (2019). Research Methods For Business: A Skill Building Approach (8th ed.). Wiley Global Education US.
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.
Sirclo, I. b. (2021, Agustus 22). 5 Tantangan dalam Menerapkan Strategi Multichannel dan Solusinya. Retrieved from icubeonline: https://icubeonline.com/news-blog/5-tantangan-dalam-menerapkan-strategi-multichannel-dan-solusinya
Sousa, R., & Voss, C. A. (2006). Service Quality in Multichannel Services Employing Virtual Channel. Journal of Service Research, 356.
Suryadi, N., Anggraeni, R., Islam, M. F., & Arianto, D. (2021). The effect of the COVID-19 pandemic on consumer behaviors: A study on Gen Z in Indonesia. INTERNATIONAL JOURNAL OF RESEARCH IN BUSINESS AND SOCIAL SCIENCE, 313-318.
Taylor, A., Carlson, J., Lao, Y.-C., & Rahman, M. M. (2023). Customer engagement and sharing behaviors: Toward a contingent curvilinear perspective. Journal of Business Research Vol 154.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. https://doi.org/10.2753/MTP1069-6679200201
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016). Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies. Journal of the Academy of Marketing Science, 44(1), 119–134. https://doi.org/10.1007/s11747-015-0455-4
White, R. C., Josephmathews, S., & Voorhees, C. M. (2013). The effects of service on multichannel retailers’ brand equity. Journal of Services Marketing, 27(4), 259–270. https://doi.org/10.1108/08876041311330744
Writz, J. (2023). Essential of Services Marketing. Harlow UK: Pearson Education Limited.
Yen, C.-H., Teng,H.-Y.*, Tzeng, J.-C. (2020). Innovativeness and customer value co-creation behaviors: Mediating role of customer engagement. International Journal of Hospitality Management, 88, https://doi.org/10.1016/j.ijhm.2020.102514
Yurova,Y., Rippé,C.B., Weisfeld-Spolter, S., Sussan, F., Arndt,A. (2017). Not all adaptive selling to omni-consumers is influential: The moderating effect of product type. Journal of Retailing and Consumer Services. 271-277. http://dx.doi.org/10.1016/j.jretconser.2016.01.009
Wu, J. F., & Chang, Y. P. (2016). Multichannel integration quality, online perceived value and online purchase intention: A perspective of land-based retailers. Internet Research, 26(5), 1228–1248.
Published
2024-04-28
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