Multichannel customer management is “the design, deployment, and evaluation of channels
to enhance customer value through effective customer acquisition, retention, and …

Purpose The purpose of this paper is twofold: to identify, evaluate and structure the research
that focusses on omni-channel retailing from the perspective of logistics and supply chain …

Efforts to measure customer experiences (CX) in multifaceted, omnichannel, retail contexts
are crucial but lacking research guidance. Prior service quality literature has established …

Social commerce has recently expanded to operate in real time. The business model
associated with social commerce has great potential to generate big sales. In order to …

In this study, the authors analyse the influence of specific combinations of online and
physical channels (webrooming and showrooming) on the customer experience …

Business experts have enthusiastically projected a seamless, retail world where customers
can shop across channels, anywhere and at any time. This type of multiple channel retailing …

The omni-channel, as an emerging trend in retail, aims to coordinate processes and
technologies across supply and sales channels. The evolution of this concept is still nascent …

The advance of the Internet and new technologies over the last decade has transformed the
retailing panorama. More and more channels are emerging, causing consumers to change …

Smartphones are changing the way consumers shop, even in brick-and-mortar settings. This
study explores consumers' adoption of proximity mobile payment technology (pm-payment) …

The authors propose a conceptual framework to explain whether and under what firm-level
conditions cross-channel integration impacts firm sales growth. To test the theory, the …