PurposeDue to increasing use of the Internet to purchase products, this article aimed to investigate how poor experiences during online purchases lead consumers to perform webrooming.Design/methodology/approachThe authors performed three laboratory experiments and analyzed secondary data to investigate this issue.FindingsThe findings revealed that (a) poor online experiences increased consumers' intentions to perform webrooming (studies 1, 2 and 3); (b) frustration is a mechanism that explains why consumers choose to perform webrooming in the same or rival stores (Studies 1, 2 and 3); (c) Perceived channel integration increases consumer's intentions to perform webrooming in the same retailer (study 3).Originality/valueThis research contributes to webrooming literature by highlighting one more antecedent of this behavior and its psychological mechanism. To the authors’ knowledge, this research is the first one shedding light on the differentiation between webrooming in the same or rival stores. The findings also complement omnichannel literature by exploring how poor experiences and frustration change channel preferences. Finally, the article demonstrated how managers could retain consumers by improving channel integration.

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The aim of this study was to investigate the immunoexpression of matrix metalloproteinase 9 (MMP-9), tissue inhibitor of metalloproteinase 1 (TIMP-1), and vimentin (VIM) and its association with the inflammatory reaction (IR) and clinical parameters in oral epithelial dysplasia (ED). The sample was composed of 66 cases of ED, 27 oral squamous cell carcinoma (OSCC), and 28 nonneoplastic epithelium (NNE). ED was graded according to the binary system as low-risk ED (n = 42) and high-risk epithelial dysplasia (HRED: n = 24). The IR was defined as the median number of inflammatory cells present on the connective tissue in 5 consecutive fields. Tissue sections of paraffin-embedded samples were immunohistochemically stained; MMP-9 and TIMP-1 expression was analyzed separately in the epithelium and the connective tissue; VIM was analyzed in the epithelium. Clinical parameters such as age, sex, lesion site and clinical presentation, alcohol/tobacco use, and malignant transformation of ED were retrospectively obtained from medical records. Nonhomogeneous leukoplakia presented higher odds (3.857; 95% confidence interval: 1.16-12.85) of being graded as HRED than did homogeneous lesions. The IR was higher in OSCC and ED than in NNE, and correlated with the epithelial expression of VIM. HRED and nonhomogeneous leukoplakias presented higher IR than did low-risk ED and homogeneous leukoplakias. Alcohol users had higher IR than nonalcohol users. Smokers had higher epithelial expression of MMP-9 and VIM. High IR in OSCC and HRED, and its positive correlation with VIM expression suggest a contribution of the IR in the progression of OSCC. Moreover, the high expression of MMP-9 and VIM in smokers implies its involvement in tobacco carcinogenesis.

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Análise dos fatores que influenciam a decisão de compra dos clientes de uma rede de farmácias da cidade de Pato Branco, Paraná.