Cross-channel free-riding consumer behavior in a multichannel environment: An investigation of shopping motives, sociodemographics and product categories

Understanding the customer experience in the age of omni-channel shopping

“…However, previous studies have identified negative aspects of multi-channel retailing, such as cannibalization and free-riding behavior (Heitz-Spahn, 2013). According to Peltola et al (2015), there are two keys to providing a good omni-channel experience that prevents such behavior: reducing the risk of losing customers during the customer journey by providing a unified, integrated service and customer experience; and encouraging customers to stay with the company as they proceed in their customer journey by providing seamless and intuitive transitions across channels at each touch-point to accommodate their preferences, needs, and behavior.…”

Mobile Commerce Switching Intentions in Thai Consumers

“…For example, consumers may choose to purchase a given product either from an online store or the associated physical retail store. Consumers may also engage in channel switching between retailers; for example, using one retailer's physical store to examine a product and then buying it from another retailer's electronic commerce site (Heitz-Spahn, 2013). For the purposes of this research, we examine consumer retail channel switching from either physical or non-mobile e-commerce channels to mobile commerce, but do not address the question of free-riding (purchase from another retailer).…”

The Influence of Situation-Dependent Factors on Mobile Shopping Usage

“…For several years, traditional online retailing, meaning e-commerce, has influenced consumers' shopping opportunities and behavior, thus, challenging more conventional retail channels like actual stores [1,2]. Obviously, mobile shopping, using a mobile device for purchase activities, is on the advance and is influencing consumers' shopping opportunities.…”