Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience

Along with the rapid development of in-store technology, multichannel service is being shifted to omnichannel. By integrating different parallel channels, omnichannel service delivers customers an integrated, seamless and consistent cross-channel shopping experience. To better understand this emergi...

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Bibliographic Details
Published in:Decision Support Systems Vol. 109; pp. 61 - 73
Main Authors: Shen, Xiao-Liang, Li, Yang-Jun, Sun, Yongqiang, Wang, Nan
Format: Journal Article
Language:English
Published: Amsterdam Elsevier B.V 01.05.2018
Elsevier Sequoia S.A
Subjects:
Behavior
Channel integration
Channels
Consumer behavior
Cross-channel
Fluency
Market strategy
Omnichannel
Studies
Technology adoption
Usage experience
User experience
Fluency
Channel integration
Usage experience
Omnichannel
Cross-channel
ISSN:0167-9236, 1873-5797
Online Access:Get full text
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