Show simple item record

dc.contributor.authorMakkonen, Markus
dc.contributor.authorFrank, Lauri
dc.contributor.authorPaananen, Tiina
dc.contributor.authorHolkkola, Matilda
dc.contributor.authorKemppainen, Tiina
dc.contributor.editorPucihar, Andreja
dc.contributor.editorKljajić Borštnar, Mirjana
dc.contributor.editorBons, Roger
dc.contributor.editorOngena, Guido
dc.contributor.editorHeikkilä, Marikka
dc.contributor.editorVidmar, Doroteja
dc.date.accessioned2023-07-11T06:31:51Z
dc.date.available2023-07-11T06:31:51Z
dc.date.issued2023
dc.identifier.citationMakkonen, 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.), <i>36th Bled eConference : Digital Economy and Society : The Balancing Act for Digital Innovation in Times of Instability</i> (pp. 609-625). University of Maribor. <a href="https://doi.org/10.18690/um.fov.4.2023.38" target="_blank">https://doi.org/10.18690/um.fov.4.2023.38</a>
dc.identifier.otherCONVID_183947494
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/88360
dc.description.abstractAlthough 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 intentionen
dc.format.extent920
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherUniversity of Maribor
dc.relation.ispartof36th Bled eConference : Digital Economy and Society : The Balancing Act for Digital Innovation in Times of Instability
dc.relation.urihttps://press.um.si/index.php/ump/catalog/book/786
dc.rightsCC BY 4.0
dc.subject.otherin-store customer experience
dc.subject.othercustomer satisfaction
dc.subject.otherbrick-and-mortar store visit intention
dc.subject.otheronline store visit intention
dc.subject.otheromnichannel fashion retailing
dc.subject.otherFinland
dc.titleThe Cross-Channel Effects of In-Store Customer Experience in the Case of Omnichannel Fashion Retailing in Finland
dc.typeconferenceObject
dc.identifier.urnURN:NBN:fi:jyu-202307114487
dc.contributor.laitosInformaatioteknologian tiedekuntafi
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosFaculty of Information Technologyen
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineValue Creation for Cyber-Physical Systems and Servicesfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineHyvinvoinnin tutkimuksen yhteisöfi
dc.contributor.oppiaineSustainable Businessfi
dc.contributor.oppiaineKestävä liiketoiminta ja talous (painoala)fi
dc.contributor.oppiaineTietojärjestelmätiedefi
dc.contributor.oppiaineValue Creation for Cyber-Physical Systems and Servicesen
dc.contributor.oppiaineMarketingen
dc.contributor.oppiaineSchool of Wellbeingen
dc.contributor.oppiaineSustainable Businessen
dc.contributor.oppiaineSustainable Business and Economy (focus area)en
dc.contributor.oppiaineInformation Systems Scienceen
dc.type.urihttp://purl.org/eprint/type/ConferencePaper
dc.relation.isbn978-961-286-751-5
dc.type.coarhttp://purl.org/coar/resource_type/c_5794
dc.description.reviewstatuspeerReviewed
dc.format.pagerange609-625
dc.type.versionpublishedVersion
dc.rights.copyright© University of Maribor, University Press
dc.rights.accesslevelopenAccessfi
dc.relation.conferenceBled eConference
dc.relation.grantnumber206/31/2020
dc.subject.ysovaateliikkeet
dc.subject.ysovähittäiskauppa
dc.subject.ysoasiakastyytyväisyys
dc.subject.ysoostokäyttäytyminen
dc.subject.ysoasiakaskokemus
dc.subject.ysoverkkokauppa
dc.subject.ysokivijalkaliikkeet
dc.subject.ysomonikanavaisuus
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p17740
jyx.subject.urihttp://www.yso.fi/onto/yso/p14002
jyx.subject.urihttp://www.yso.fi/onto/yso/p7217
jyx.subject.urihttp://www.yso.fi/onto/yso/p8573
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p9457
jyx.subject.urihttp://www.yso.fi/onto/yso/p27334
jyx.subject.urihttp://www.yso.fi/onto/yso/p23342
dc.rights.urlhttps://creativecommons.org/licenses/by/4.0/
dc.relation.doi10.18690/um.fov.4.2023.38
dc.relation.funderBusiness Finlandfi
dc.relation.funderBusiness Finlanden
jyx.fundingprogramMuut, Business Finlandfi
jyx.fundingprogramOthers, Business Finlanden
dc.type.okmA4


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record

CC BY 4.0
Except where otherwise noted, this item's license is described as CC BY 4.0