Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail

全渠道 调解 忠诚 个性化 客户体验 营销 忠诚商业模式 结构方程建模 业务 顾客满意度 心理学 计算机科学 服务质量 社会学 社会科学 服务(商务) 机器学习
作者
Xueting Zhang,Y.J. Park,Jaejin Park,Hao Zhang
出处
期刊:Journal of Retailing and Consumer Services [Elsevier BV]
卷期号:77: 103622-103622 被引量:10
标识
DOI:10.1016/j.jretconser.2023.103622
摘要

As omnichannel retailing becomes a more prominent and pervasive shopping method, customers' retail experiences are also changing. A key factor in developing customer loyalty is their level of satisfaction with the entire shopping experience provided by omnichannel retailers. Therefore, this study investigated the influencing factors of customer experience from the perspectives of objective omnichannel characteristics and subjective individual characteristics. The survey was conducted using a questionnaire from June 15 to July 15, 2022. Based on the data collected from 356 respondents, reliability, validity, path, structural equation model, and mediation analyses were verified using SPSS (27.0) and AMOS (27.0). The results demonstrated that among the omnichannel characteristics, only personalization positively affected the hedonic experience, while connectivity positively affected the utilitarian experience. Regarding individual characteristics, both personal innovativeness and self-efficacy had a positive impact on the hedonic experience, while only self-efficacy was shown to impact the utilitarian experience. Hedonic and utilitarian experiences both exhibited an influence on customer loyalty as components of customer experience. Furthermore, the mediation analysis revealed the mediating role of customer experience when omnichannel and individual characteristics affected customer loyalty. This study contributes to the research in the field of omnichannel customer experience and offers insightful implications for omnichannel retailers to provide optimal customer experience to improve customer loyalty.
最长约 10秒,即可获得该文献文件

科研通智能强力驱动
Strongly Powered by AbleSci AI
更新
PDF的下载单位、IP信息已删除 (2025-6-4)

科研通是完全免费的文献互助平台,具备全网最快的应助速度,最高的求助完成率。 对每一个文献求助,科研通都将尽心尽力,给求助人一个满意的交代。
实时播报
Akim应助二大爷采纳,获得10
刚刚
星辰大海应助丶丶采纳,获得10
1秒前
Ava应助漂亮访风采纳,获得10
1秒前
1秒前
1秒前
qiuxiali123完成签到,获得积分20
1秒前
mwen完成签到,获得积分20
2秒前
啊锐完成签到,获得积分0
2秒前
调皮小土豆完成签到,获得积分10
2秒前
2秒前
狂野白梅完成签到,获得积分10
3秒前
cpli完成签到,获得积分10
3秒前
djbj2022发布了新的文献求助10
3秒前
ly发布了新的文献求助10
3秒前
3秒前
春天在这李完成签到,获得积分10
4秒前
121完成签到,获得积分10
5秒前
自信热狗完成签到 ,获得积分10
5秒前
5秒前
5秒前
masheng发布了新的文献求助10
5秒前
北冰洋的夜晚An完成签到,获得积分10
6秒前
6秒前
piers应助混沌采纳,获得10
6秒前
完美世界应助ccc采纳,获得10
7秒前
亚尔发布了新的文献求助10
7秒前
Carlo完成签到,获得积分10
8秒前
田様应助aliao采纳,获得10
8秒前
yaya完成签到 ,获得积分10
8秒前
Daniel完成签到,获得积分10
8秒前
hh完成签到,获得积分10
8秒前
科研小虫完成签到,获得积分10
9秒前
cuicui完成签到,获得积分10
9秒前
10秒前
10秒前
岚珋完成签到,获得积分10
10秒前
狂炫一大晚完成签到,获得积分10
10秒前
Northtime发布了新的文献求助10
10秒前
哇哇哇哇我完成签到,获得积分10
11秒前
sci来发布了新的文献求助10
12秒前
高分求助中
A new approach to the extrapolation of accelerated life test data 1000
Cognitive Neuroscience: The Biology of the Mind 1000
Technical Brochure TB 814: LPIT applications in HV gas insulated switchgear 1000
Immigrant Incorporation in East Asian Democracies 600
Nucleophilic substitution in azasydnone-modified dinitroanisoles 500
不知道标题是什么 500
A Preliminary Study on Correlation Between Independent Components of Facial Thermal Images and Subjective Assessment of Chronic Stress 500
热门求助领域 (近24小时)
化学 材料科学 医学 生物 工程类 有机化学 生物化学 物理 内科学 纳米技术 计算机科学 化学工程 复合材料 遗传学 基因 物理化学 催化作用 冶金 细胞生物学 免疫学
热门帖子
关注 科研通微信公众号,转发送积分 3968771
求助须知:如何正确求助?哪些是违规求助? 3513729
关于积分的说明 11169450
捐赠科研通 3249084
什么是DOI,文献DOI怎么找? 1794592
邀请新用户注册赠送积分活动 875258
科研通“疑难数据库(出版商)”最低求助积分说明 804740