Investigating the influential factors of return channel loyalty in omni-channel retailing

Xu, Xun; Jackson, Jonathan E.

doi:10.1016/j.ijpe.2019.03.011

Cited by 64 publications

(67 citation statements)

References 118 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…With respect to geographic coverage, the present research considers studies based on the authors’ institutional location. During the period 2011–2020 (April), the vast majority of the work focused on developed economies, with particular attention to the United States (Adivar et al, 2019; Cao & Li, 2018; Dahl et al., 2019; Hoehle et al., 2018; Ishfaq et al., 2016; Kang, 2018; Lee et al, 2019; Ma, 2017; Xu & Jackson, 2019). Among European countries, most studies originated from the UK (9) and Germany (8).…”

Section: Research Findings and Analysismentioning

confidence: 99%

“…In addition to primary data, few studies turned to social media platforms (Rosenmayer et al., 2018), online reviews (Yang et al., 2019) or transaction records (Park & Lee, 2017) to explore consumer behaviour in the omnichannel context. Finally, the majority of empirical studies employed advanced statistical techniques like structural equation modelling to analyse linear relationships among variables (Hoehle et al., 2018; Lee et al, 2019; Li et al., 2018; Murfield et al., 2017; Hüseyinoğlu et al., 2018; Park & Kim, 2019; Xu & Jackson, 2019a, 2019b), leaving qualitatively oriented approaches less prevalent.…”

Section: Synthesis Of Findings and Future Research Agendamentioning

confidence: 99%

“…Another extension that future studies can do concerns the method of data analysis. Omnichannel literature has applied conventional linear statistical techniques, such as structural equation modelling and multiple regression analysis (Lee et al, 2019; Park & Kim, 2019; Yumurtacı Hüseyinoğlu et al., ; Xu & Jackson, 2019a, 2019b) that may oversimplify the complexity of decision‐making processes. Hence, the examination of nonlinear relationships among variables can further provide fruitful insight into the findings.…”

Section: Synthesis Of Findings and Future Research Agendamentioning

confidence: 99%

See 2 more Smart Citations

Consumer decision‐making in omnichannel retailing: Literature review and future research agenda

Mishra

Singh

Köles

2020

Int J Consumer Studies

218

255

View full text Add to dashboard Cite

The emergence of omnichannel retailing has revolutionized the way traditional e‐commerce business operates, subsequently bringing fundamental changes to consumer expectations and decision‐making processes. Despite the unquestionable relevance of this area of inquiry, the focal literature concerning omnichannel retailing remains sporadic and fragmented. With this in mind, the purpose of the current paper is to provide a comprehensive and concise state of the art literature review on omnichannel retailing. More specifically, we engage and draw upon the cognitive‐affective‐conative model to understand consumer behaviour within the omnichannel retailing context. The current study is built based on a review of total 131 research papers that were identified following a comprehensive search of the Web of Science database, capturing the time period between January 2011 and April 2020. This set of work was reviewed thoroughly to explore the aims, methodology and key contributions. In addition to engaging a systematic assessment and rigorous evaluation of the studies, we also extend literature by studying the relationship between omnichannel retailing and consumer decision making, with specific attention to consumer motivation, attitude and behaviour towards omnichannel retailing. Previous studies suggest consumer behaviour in omnichannel retailing to be a promising yet underexplored area with several potential avenues for future research. Among these, particularly lucrative directions include theory‐driven research, comparative cross‐cultural studies and qualitative approaches that capture rich first‐hand accounts of consumer decision‐making encounters. The current paper is timely and advantageous because it offers a holistic picture of omnichannel retailing research and provides literature‐driven evidence about a range of relevant consumer behavioural dimensions. It also integrates consumer responses using the cognitive‐affective‐conative model to advance our understanding of consumer decision‐making in the omnichannel customer journey. Recommendations for future research are provided using the Theory, Methodology and Context (TMC) framework. We conclude the paper by discussing implications for academics and practitioners.

show abstract

Section: Research Findings and Analysismentioning

confidence: 99%

Section: Synthesis Of Findings and Future Research Agendamentioning

confidence: 99%

Section: Synthesis Of Findings and Future Research Agendamentioning

confidence: 99%

See 1 more Smart Citation

Consumer decision‐making in omnichannel retailing: Literature review and future research agenda

Mishra

Singh

Köles

2020

Int J Consumer Studies

218

255

View full text Add to dashboard Cite

show abstract

“…In addition, a clear link between efficient quality management and customer loyalty was confirmed [37]. Some authors discuss the influence of various factors on customer loyalty, including the relationship between customer satisfaction and loyalty; [38][39][40][41] represent good examples. The indisputable relationship between customer loyalty and overall supplier performance was investigated and confirmed by Reinartz & Kumar [42].…”

Section: Literature Review Related To Customer Loyalty Measurement (Wmentioning

confidence: 93%

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

2021

View full text Add to dashboard Cite

The main objective of this article is to present our proposal of complex customer loyalty measurement within external feedback loops as a response of Industry 4.0 concept in the area of advanced quality management for business-to-business (B2B) relationships, as customer loyalty and organisational sustainability are two critical factors for long-term success. To reach the goal, deep literature analysis, special field research, interviews with specialists, and development of a new model of closed-loop quality management systems, which are created for Quality 4.0 environment, were used. A new term, complex customer loyalty, is introduced, and twelve basic steps of its measurement are briefly explained, including a set of loyalty indicators, all regarding specific characteristics of B2B context. Special research confirmed that only about 15% of Czech organisations use some systematic approach to customer loyalty measurement within B2B area. In the majority of Czech B2B organisations, closed-loop quality management systems are mostly in early phases of their development. However, there is no doubt that complex customer loyalty measurement will be an important part of these systems. The proposals presented in this article are mostly universal and should be applied not only to Czech companies.

show abstract

“…In today's chaotic business world a company will be successful if it can use all communication channels to satisfy customers' demands and wishes in a short period of time and at any time and place [20]. With the new purchasing methods, customers can purchase 24 hours, seven days a week [21].…”

Section: Introduction Of the Internet To The Business World Offered Nmentioning

confidence: 99%

A Combined Benders Decomposition and Lagrangian Relaxation Algorithm for Optimizing a Multi-Product, Multi-Level Omni-Channel Distribution System

et al. 2020

View full text Add to dashboard Cite

The development of supply chain distribution systems from single-to multi-channel networks for delivering items to end customers has effected many changes in the retail sector. Following the adoption of multi-channel distribution strategies and rapid development of relevant technologies, the Omni-channel approach can yield significant benefits and facilitate trade with customers. This paper aims to optimize a multi-product, multi-level Omni-channel distribution network and shipping flows of products within the network under uncertain conditions. A multi-objective mathematical model is developed that minimizes the costs of supply chain while maximizing customer satisfaction over different scenarios. In order to solve the proposed model, a combined algorithm is developed based on Benders Decomposition (BD) and Lagrangian Relaxation (LR). The presented model and solution approach is implemented in a case study of a distribution system, a large e-commerce startup and online store. Five different scenarios with various service levels are investigated and the numerical results are discussed compared to previous findings. The efficiency of the proposed combined BD-LR solution algorithm is also demonstrated. The results obtained from the case study show that higher service levels are correlated with higher levels of customer satisfaction and lower cost of the system.

show abstract

Investigating the influential factors of return channel loyalty in omni-channel retailing

Cited by 64 publications

References 118 publications

Consumer decision‐making in omnichannel retailing: Literature review and future research agenda

Consumer decision‐making in omnichannel retailing: Literature review and future research agenda

Complex Customer Loyalty Measurement at Closed-Loop Quality Management in B2B Area—Czech Example

A Combined Benders Decomposition and Lagrangian Relaxation Algorithm for Optimizing a Multi-Product, Multi-Level Omni-Channel Distribution System

Contact Info

Product

Resources

About