Comprendiendo la experiencia del cliente en la era de las compras omnicanal
Contenido principal del artículo
Resumen
Descargas
Detalles del artículo
Esta obra está bajo una licencia de Creative Commons Reconocimiento 4.0 Internacional.
Citas
Ansari, A., Mela, C. F., & Neslin, S. a. (2008). Customer Channel Migration. Journal of Marketing Research, 45(1), 60–76. http://doi.org/10.1509/jmkr.45.1.60
Aubrey, C., & Judge, D. (2012). Re-imagine retail: Why store innovation is key to a brand’s growth in the “new normal”, digitally-connected and transparent world. Journal of Brand Strategy, 1(1), 31–39.
Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in Multi-, Cross-, and Omni-Channel Retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170–178. http://doi.org/10.1016/j.jretconser.2015.08.001
Bell, B. D. R., Gallino, S., & Moreno, A. (2014). How to Win in an Omnichannel World. MIT Sloan Management Review, 56(1), 45–54.
Bendoly, E., Blocher, J. D., Bretthauer, K. M., Krishnan, S., & Venkataramanan, M. A. (2005). Online/In-Store Integration and Customer Retention. Journal of Service Research, 32(3), 313–327. http://doi.org/10.1177/1094670504273964
Blázquez, M. (2014). Fashion Shopping in Multichannel Retail: The Role of Technology in Enhancing the Customer Experience. International Journal of Electronic Commerce, 18(4), 97–116. http://doi.org/10.2753/JEC1086-4415180404
Bodhani, A. (2012). Shops offer the e-tail experience. Engineering & Technology, 7(5), 46–49. http://doi.org/10.1049/et.2012.0512
Brynjolfsson, E., Hu, Y. J., & Rahman, M. S. (2013). Competing in the Age of Omnichannel Retailing. MIT Sloan Management Review, 54(4), 23–29.
Cao, L. (2014). Business Model Transformation in Moving to a Cross-Channel Retail Strategy: A Case Study. International Journal of Electronic Commerce, 18(4), 69–96. http://doi.org/10.2753/JEC1086-4415180403
Cao, L., & Li, L. (2015). The Impact of Cross-Channel Integration on Retailers’ Sales Growth. Journal of Retailing, 91(2), 198–216. http://doi.org/10.1016/j.jretai.2014.12.005
Chopra, S. (2015). How omni-channel can be the future of retailing. Decision, 43(2), 135–144. http://doi.org/10.1007/s40622-015-0118-9
Cook, G. (2014). Customer experience in the omni-channel world and the challenges and opportunities this presents. Journal of Direct, Data and Digital Marketing Practice, 15(4), 262–266. http://doi.org/10.1057/dddmp.2014.16
Cummins, S., Peltier, J., & Dixon, A. (2016). Omni-channel
research framework in the context of personal selling and sales management : a review and research extensions. Journal of Research in Interactive Marketing, 10(1), 2–16. http://doi.org/10.1108/JRIM-12-2015-0094
Demirkan, H., & Spohrer, J. (2014). Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems. Journal of Retailing and Consumer Services, 21(5), 860–868. http://doi.org/10.1016/j.jretconser.2014.02.012
Dimitrova, B., & Rosenbloom, B. (2010). Standardization Versus Adaptation in Global Markets: Is Channel Strategy Different? Journal of Marketing Channels, 17(2), 157–176. http://doi.org/10.1080/10466691003635127
Eaglen, M. (2013). Omni-channel retail: joining up the consumer experience | Media Network | The Guardian.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1985). Consumer Behavior. Journal of Consumer Research (Vol. 12). Retrieved from http://www.regent.edu/acad/global/cur/doc/620/mrkt_txt.pdf
Frazer, M., & Stiehler, B. E. (2014). Omnichannel Retailing: the Merging of the Online and Off-Line Environment. Global Conference on Business and Finance Proceedings, 655–657.
Gao, R., & Yang, Y. (2016). Consumers ’ Decision : Fashion Omni-channel Retailing, 7(2), 325–342.
Gupta, S., Lehmann, D. R., & Stuart, J. A. (2004). Valuing Customers. Journal of Marketing Research, 41(1), 7–18. http://doi.org/10.1509/jmkr.41.1.7.25084
Hansen, R., & Sia, S. K. (2015). Hummel’s Digital Transformation Toward Omnichannel Retailing: Key Lessons Learned. MIS Quarterly Executive, 14(2), 51–66. Retrieved from http://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=102933798&site=ehost-live
Harris, E. (2012). A Look At Omni-Channel Retailing.
Harvey, D. (2016). Digital transformation in banks: The trials, opportunities and a guide to what is important. Journal of Digital Banking, 1(2), 136–145.
Heitz-Spahn, S. (2013). Cross-channel free-riding consumer behavior in a multichannel environment_ An investigation of shopping motives, sociodemographics and product categories. Journal of Retailing and Consumer Services, 20(6), 570–578. http://doi.org/10.1016/j.jretconser.2013.07.006
Juaneda-Ayensa, E., Mosquera, A., & Sierra Murillo, Y. (2016). Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase Intention. Frontiers in Psychology, 7(July). http://doi.org/10.3389/fpsyg.2016.01117
Klaus, P. (2013). Exploring online channel management strategies and the use of social media as a market research tool. International Journal of Market Research.
Kumar, V., & Venkatesan, R. (2005). Who are the multichannel shoppers and how do they perform?: Correlates of multichannel shopping behavior. Journal of Interactive Marketing. http://doi.org/10.1002/dir.20034
Lazaris, C., & Vrechopoulos, A. (2014). From Multichannel to “Omnichannel” Retailing: Review of the Literature and Calls for Research. In 2nd International Conference on Contemporary Marketing Issues (ICCMI). Athens, Greece. http://doi.org/10.13140/2.1.1802.4967
Lazaris, C., Vrechopoulos, A., Doukidis, G., & Fraidaki, K. (2015). The Interplay of Omniretailing Store Atmosphere on Consumers Purchase Intention towards the Physical Retail Store. In 12th European, Mediterranean & Middle Eastern Conference on Information Systems (EMCIS). Athens, Greece. http://doi.org/10.13140/RG.2.1.3928.3048
Lewis, J., Whysall, P., & Foster, C. (2014). Drivers and Technology-Related Obstacles in Moving to Multichannel Retailing. International Journal of Electronic Commerce, 18(4), 43–68. http://doi.org/10.2753/JEC1086-4415180402
Mathwick, C., Malhotra, N. K., & Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: An Internet and catalog comparison. Journal of Retailing, 78(1), 51–60. http://doi.org/10.1016/S0022-4359(01)00066-5
Mehta, R., Dubinsky, A. J., & Anderson, R. E. (2002). Marketing channel management and the sales manager. Industrial Marketing Management, 31(5), 429–439. http://doi.org/10.1016/S0019-8501(01)00159-6
Melero, I., Sese, F., & Verhoef, P. C. (2016). Recasting the Customer Experience in Today’s Omni-channel Environment. Universia Business Review, 0(50), 18–37. http://doi.org/10.3232/UBR.2016.V13.N2.01
Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C. (2006). Challenges and Opportunities in Multichannel Customer Management. Journal of Service Research, 9(2), 95–112. http://doi.org/10.1177/1094670506293559
Neslin, S. A., Jerath, K., Bodapati, A., Bradlow, E. T., Deighton, J., Gensler, S., … Zhang, Z. J. (2014). The interrelationships between brand and channel choice. Marketing Letters, 25(3), 319–330. http://doi.org/10.1007/s11002-014-9305-2
Neslin, S. A., & Shankar, V. (2009). Key Issues in Multichannel Customer Management: Current Knowledge and Future Directions. Journal of Interactive Marketing, 23(1), 70–81. http://doi.org/10.1016/j.intmar.2008.10.005
Ostrom, A., Parasuraman, A., Bowen, D., Patrício, L., Voss, C., & Lemon, K. (2015). Service Research Priorities in a Rapidly Changing Context. Journal of Service Research, 18(2), 127–159.
Pantano, E., & Viassone, M. (2015). Engaging consumers on new integrated multichannel retail settings: Challenges for retailers. Journal of Retailing and Consumer Services, 25, 106–114. http://doi.org/10.1016/j.jretconser.2015.04.003
Papagiannidis, S., Pantano, E., See-To, E. W. K., & Bourlakis, M. (2013). Modelling the determinants of a simulated experience in a virtual retail store and users’ product purchasing intentions. Journal of Marketing Management, 29(13–14), 1462–1492. http://doi.org/10.1080/0267257X.2013.821150
Parise, S., Guinan, P., & Kafka, P. (2016). Solving the crisis of immediacy: How digital technology can transform the customer experience. Business Horizons, 59(4), 411–420. http://doi.org/10.1016/j.bushor.2016.03.004
Peltola, S., Vainio, H., & Nieminen, M. (2015). Key Factors in Developing Omnichannel Customer Experience with Finnish Retailers. In HCI in Business (pp. 335–346). Springer International Publising. Retrieved from http://link.springer.com/chapter/10.1007/978-3-319-20895-4_31
Picot-Coupey, K., Huré, E., & Piveteau, L. (2016). Channel design to enrich customers’ shopping experiences – Synchronizing clicks with bricks in an omni-channel perspective – the Direct Optic case. International Journal of Retail & Distribution Management, 44(3), 336–368. http://doi.org/http://dx.doi.org/10.1108/09564230910978511
Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the Special Issue Information Technology in Retail: Toward Omnichannel Retailing. International Journal of Electronic Commerce, 18(4), 5–16. http://doi.org/10.2753/JEC1086-4415180400
Poncin, I., & Ben Mimoun, M. S. (2014). The impact of e-atmospherics on physical stores. Journal of Retailing and Consumer Services, 21(5), 851–859. http://doi.org/10.1016/j.jretconser.2014.02.013
Rapp, A., Baker, T. L., Bachrach, D. G., Ogilvie, J., & Beitelspacher, L. S. (2015). Perceived customer showrooming behavior and the effect on retail salesperson self-efficacy and performance. Journal of Retailing, 91(2), 358–369. http://doi.org/10.1016/j.jretai.2014.12.007
Rigby, D. (2011). The future of shopping. Harvard Business Review, 89(12), 65–76.
Rohm, A. J., & Swaminathan, V. (2004). A typology of online shoppers based on shopping motivations. Journal of Business Research, 57(7), 748–757. http://doi.org/10.1016/S0148-2963(02)00351-X
Schramm-Klein, H., Wagner, G., Steinmann, S., & Morschett, D. (2011). Cross-channel integration – is it valued by customers? The International Review of Retail, Distribution and Consumer Research, 21(5), 501–511. http://doi.org/10.1080/09593969.2011.618886
Seck, A. M., & Philippe, J. (2013). Service encounter in multi-channel distribution context: virtual and face-to-face interactions and consumer satisfaction. The Service Industries Journal, 33(6), 565–579. http://doi.org/10.1080/02642069.2011.622370
Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S. (2006). The Path to Customer Centricity. Journal of Service Research, 9(2), 113–124. http://doi.org/10.1177/1094670506294666
Tetteh, A., & Qi, X. (2014). Supply Chain Distribution Networks: Single-, Dual-, & Omni-Channel. Interdisciplinary Journal of Research in Business, 3(9), 63–73. Retrieved from http://idjrb.com/articlepdf/2014_issue9/4.pdf
Trenz, M. (2015). The blurring line between electronic and physical channels: Reconceptualising multichannel commerce. In 23rd European Conference on Information Systems (ECIS). Muesnter, Germany.
Venkatesan, R., V Kumar, & Ravishanker, N. (2007). Multichannel Shopping: Causes and Consequences. Journal of Marketing, 71, 114–132.
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015a). From Multi-Channel Retailing to Omni-Channel Retailing. Journal of Retailing, 91(2), 174–181. http://doi.org/10.1016/j.jretai.2015.02.005
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015b). From Multi-Channel Retailing to Omni-Channel Retailing: Introduction to the Special Issue on Multi-Channel Retailing. Journal of Retailing, 91(2), 174–181. http://doi.org/10.1016/j.jretai.2015.02.005
Weatherly, J. (n.d.). The State of the Omni Channel.
Weill, P., & Woerner, S. L. (2015). Thriving in an Increasingly Digital Ecosystem. MIT Sloan Management Review, 56(4), 27–34. Retrieved from http://mitsmr.com/1BkdvAq
Weinberg, B. D., Parise, S., & Guinan, P. J. (2007). Multichannel marketing: Mindset and program development. Business Horizons, 50(5), 385–394. http://doi.org/10.1016/j.bushor.2007.04.002
Wolny, J., & Charoensuksai, N. (2014). Mapping customer journeys in multichannel decision-making. Journal of Direct, Data and Digital Marketing Practice, 15(4), 317–326. http://doi.org/10.1057/dddmp.2014.24
Yurova, Y., Rippé, C. B., Weisfeld-Spolter, S., Sussan, F., & Arndt, A. (2016). Not all adaptive selling to omni-consumers is influential: The moderating effect of product type. Journal of Retailing and Consumer Services. http://doi.org/10.1016/j.jretconser.2016.01.009
Zhang, J., Farris, P. W., Irvin, J. W., Kushwaha, T., Steenburgh, T. J., & Weitz, B. A. (2010). Crafting integrated multichannel retailing strategies. Journal of Interactive Marketing, 24(2), 168–180. http://doi.org/10.1016/j.intmar.2010.02.002