Social Media Coming to the Mall: A Cross-Channel Response

Gerritsen, Bart H. M.; Søilen, Klaus Solberg; Visser, Pieter Bas de; Hoogreef, Philip J. M.; Hulst, Kimberly; Janssen, M.; Horselenberg, Loes; Dijk, Rens R. Van; Consenheim, Ernst

doi:10.1007/978-3-319-07404-7_7

Cited by 7 publications

(11 citation statements)

References 95 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Based on this background, this study predicts that the relationship between WA and customer loyalty will occur not only within a physical or virtual setting, but also in a cross-channel environment. Consistent with the research findings of Gerritsen et al (2014) and Poncin and Mimoun (2014), the study proposes that WA influences consumers' intentions to patronise a physical store, especially in the case of shopping centres where WA plays a critical role in enhancing overall customer experience (Gilboa and Vilnai-Yavetz, 2013).…”

Section: Wasupporting

confidence: 75%

“…Although many studies have emphasised the importance of developing customer experiences within shopping centres to retain customers and sustain competitive advantages, the existing literature has rarely examined the role of online experience in influencing customer loyalty to the physical shopping centre (Gerritsen et al, 2014;Poncin and Mimoun, 2014). Nevertheless, the scientific debate on multichannel environments has rapidly grown in recent years (Balasubramanian et al, 2005;Verhoef et al, 2007).…”

Section: Theoretical Background and Hypotheses Development 21 Shopping Centre Loyaltymentioning

confidence: 99%

“…The multichannel debate suggests that using the internet, whether in the search or purchase stages, can affect consumer behaviour and store loyalty (Verhoef et al, 2007). Recent contributions by Gerritsen et al (2014) and Poncin and Mimoun (2014) demonstrated that the website and e-atmosphere can influence the consumers' intentions to patronise a physical store. Other studies recognised that customers' experience inside the physical store may be affected by the experience that they have in other channels, such as the internet (Neslin et al, 2006;Van Birgelen et al, 2006;Konus et al, 2008).…”

Section: Theoretical Background and Hypotheses Development 21 Shopping Centre Loyaltymentioning

confidence: 99%

See 2 more Smart Citations

Web atmospherics as drivers of shopping centres’ customer loyalty

Savelli

Cioppi

Tombari³

2017

IJRDM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to analyse whether and how the website atmosphere (WA) of a shopping centre affects the behavioural loyalty of customers towards physical shopping centres. A mediating variable – individual shopper motivation – is considered in assessing this relationship. Design/methodology/approach The research hypotheses were tested using a partial least squares – path modelling approach to structural equation modelling on a sample population of 438 individuals. Findings Online atmospherics, particularly concerning the social/relational attributes of the WA, positively affect the behavioural loyalty of customers towards physical shopping centres. Moreover, recreational motivations strengthen this relationship more than functional motivations do. Research limitations/implications The sample investigated is limited with regard to diversity, age and gender. Future research can use a more representative sample to improve the findings’ relevance and generalisation. Also the development of a scale of measures for the shopping centre customers’ motivations is worthy of interest in future studies. Practical implications Recognising the importance of web atmospherics’ significant impact on customer loyalty should encourage shopping centre managers to develop effective website and online communication programmes. Originality/value Extant studies have paid little attention to the relationship between WA and customer loyalty to the physical shopping centre. This study investigates this relationship, combining the online and offline perspective into an overall research approach. Moreover, it contributes to the research on website management in the shopping centre context by providing a comprehensive analysis of WA, whereas previous studies have mainly focussed on one or a few atmospherics.

show abstract

Section: Wasupporting

confidence: 75%

Section: Theoretical Background and Hypotheses Development 21 Shopping Centre Loyaltymentioning

confidence: 99%

Section: Theoretical Background and Hypotheses Development 21 Shopping Centre Loyaltymentioning

confidence: 99%

See 1 more Smart Citation

Web atmospherics as drivers of shopping centres’ customer loyalty

Savelli

Cioppi

Tombari³

2017

IJRDM

View full text Add to dashboard Cite

show abstract

“…O comportamento em canais cruzados é multifacetado e pode abranger comportamentos mistos online e offline na busca de informações simultâneas, de comparação de produtos/preços e de interação entre consumidor e varejista/fabricante (Gerritsen et al, 2014;Porto & Okada, 2018). Os dois primeiros são mais típicos de ocorrerem na etapa de pré-compra e a última pode ocorrer durante todo o processo de compra, estendendo-se desde a pré-compra, passando pela compra efetiva até a etapa de pós-compra.…”

Section: Relação Resposta-resposta: Como Os Consumidores Aprendem a Cunclassified

“…Essa nova forma de comprar tem sido chamada de Comportamento em Canais Cruzados (CCC), que se refere ao uso alternado e/ou simultâneo de canais online e offline, em um processo de compra (Gerritsen et al, 2014;Trenz, 2015). O CCC se insere em um movimento de transição do varejo multicanal para o Ominichannel (Avery, Steenburgh, Deighton, & Caravella, 2012;Gensler, Leeflang, & Skiera 2012;Pauwels, Leeflang, Teerling, & Huizingh, 2011;Van Nierop, Erjen, Leeflang, Teerling, &.…”

Section: Introductionunclassified

Comportamento do Consumidor em Canais Cruzados: Modelo de Mediação-Moderada nas Compras Online/Offline

Okada

Porto

2018

Rev. adm. contemp.

View full text Add to dashboard Cite

Resumo As novas tecnologias móveis com acesso à internet têm propiciado o surgimento de um novo processo de compra dos consumidores. Esse processo influencia tanto as compras online quanto as offline (em lojas físicas), a depender do produto a ser adquirido. Teorias de aprendizagem comportamental, como as relações entre precorrentes e correntes, podem explicar esse novo repertório comportamental. O presente estudo testou a mediação do Comportamento em Canais Cruzados (CCC) na relação entre a adoção de dispositivos móveis com acesso à internet e a frequência de compra nos canais online e offline, moderada pelo tipo de bem (durável versus não durável). Com delineamento quase experimental, os dados foram analisados por Modelagem de Equação Estrutural. Os resultados demonstram que a adoção de tecnologias móveis com internet incentivou as dimensões do CCC (busca de informação simultânea, comparação de produtos e preços, e interação com o varejista/fabricante), com maior força para bens não duráveis, e que cada dimensão do CCC altera a frequência de compras online e offline, porém, o efeito específico depende do tipo do bem. A pesquisa analisa o processo de adoção de novas tecnologias geradoras destes novos comportamentos, e que os mesmos incentivam a frequência de compra.

show abstract