Multichannel customer management is the design, deployment, coordination, and
evaluation of channels through which firms and customers interact, with the goal of …

The continuously changing retail practices and consumer behavioural patterns mainly
attributed to the wide diffusion and adoption of innovative technologies and applications for …

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

This paper provides a framework for conceptualizing omnichannel integration as a
continuum, identifies phenomena that determine how firms should position along that …

The aim of this study was to understand how omnichannel integration quality affects
customer loyalty through customer engagement and relationship program receptiveness …

Advances in information and communication technologies (ICT) have led to the revolution in
retail industry through integrating multiple available channels to enhance seamless …

Digital transformation of the marketing organization forces firms to develop new digital
marketing capabilities (DMCs) to remain competitive. However, despite considerable …

While many retailers have turned to omnichannel retailing to remain competitive, engaging
customers across channels has become one of the biggest challenges they face. Drawing …

The opportunities and challenges of omnichannel in retail industry have been widely
discussed, yet despite these benefits, the key elements that constitute an effective …

Along with the rapid development of in-store technology, multichannel service is being
shifted to omnichannel. By integrating different parallel channels, omnichannel service …