The Cross-Channel Effects of In-Store Customer Experience in the Case of Omnichannel Fashion Retailing in Finland
Makkonen, M., Frank, L., Paananen, T., Holkkola, M., & Kemppainen, T. (2023). The Cross-Channel Effects of In-Store Customer Experience in the Case of Omnichannel Fashion Retailing in Finland. In A. Pucihar, M. Kljajić Borštnar, R. Bons, G. Ongena, M. Heikkilä, & D. Vidmar (Eds.), 36th Bled eConference : Digital Economy and Society : The Balancing Act for Digital Innovation in Times of Instability (pp. 609-625). University of Maribor. https://doi.org/10.18690/um.fov.4.2023.38
© University of Maribor, University Press
Although omnichannel retailing has emerged as a popular research topic in academic research, there are still gaps in our understanding of this phenomenon. One such gap concerns omnichannel customer experience and particularly the cross-channel or spillover effects of how customer experience in one channel may affect customer behaviour not only in that specific channel but also in the other channels of the same retailer. In this study, we aim to address this gap by examining how customer experience in the offline channel affects customer behaviour in both the offline and the online channel, more specifically how in-store customer experience affects both brick-and-mortar store and online store visit intention. The study is conducted by using survey data from the customers of a Finnish fashion retailer on their recent brick-and-mortar store visit. We find that in-store customer experience does indeed positively affect not only brick-and-mortar store but also online store visit intention
PublisherUniversity of Maribor
Parent publication ISBN978-961-286-751-5
Is part of publication36th Bled eConference : Digital Economy and Society : The Balancing Act for Digital Innovation in Times of Instability
Publication in research information system
MetadataShow full item record
Funding program(s)Others, Business Finland
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