| 1 |
Cronin, J., Brady, M. K., & Hult, G. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
DOI
|
| 2 |
Jin, Y., & Oriaku, N. (2013). E-service flexibility: meeting new customer demands online. Management Research Review, 36(11), 1123-1136.
DOI
|
| 3 |
Kanchi, A., Khilji, S., Balasubramanian, K., Kalyanam, M. & Abrol, M. (2014), The impact of omni-channel on logistics in retail, TATA Consultancy Services [white paper], available at: http://www.tcs.com/resources/white_papers/Pages/impactomnichannellogistics-retail.aspx (accessed 20 December 2016).
|
| 4 |
Langley, J. C. J., & Holcomb, M. C. (1992). Creating logistics customer value. Journal of business logistics, 13(2), 1-27.
|
| 5 |
Levy, M., & Weitz, B. A. (2001). Pricing. Retailing management, 4th ed. New York: McGraw-Hill-Irwin
|
| 6 |
Mirsch, T., Lehrer, C. & Jung, R. (2016), Channel integration towards omnichannel management: a literature review, Proceeding of the 20th Pacific Asia Conference on Information Systems in Chiayi, Taiwan, College of Management, National Chung Cheng University, Chiayi, 288-304.
|
| 7 |
Nguyen, H. N. (2021). Channel Integration Quality, Customer Experience and Patronage in Omnichannel Retailing. Journal of Distribution Science, 19(12), 23-32.
DOI
|
| 8 |
Nunnally, J. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY
|
| 9 |
Payne, A., & Frow, P. (2004). The role of multichannel integration in customer relationship management. Industrial Marketing Management, 33(6), 527-538.
DOI
|
| 10 |
Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the Special Issue Information Technology in Retail: Toward Omnichannel Retailing. International Journal of Electronic Commerce, 18(4), 5-16.
DOI
|
| 11 |
Rafiq, M., & Jaafar, H. S. (2007). Measuring customers' perceptions of logistics service quality of 3pl service providers. Journal of Business Logistics, 28(2), 159-175.
DOI
|
| 12 |
Saghiri, S., Wilding, R., Mena, C., & Bourlakis, M. (2017). Toward a three-dimensional framework for omni-channel. Journal of Business Research, 77 (August), 53-67.
DOI
|
| 13 |
Hair, J.F., Anderson, R.E., Tatham, R.L. & Black, W.C. (1998), Multivariate Data Analysis, Prentice-Hall, Upper Saddle River, NJ.
|
| 14 |
Seck, A. M., & Philippe, J. (2013). Service encounter in multichannel distribution context: virtual and face-to-face interactions and consumer satisfaction. The Service Industries Journal, 33(6), 565-579.
DOI
|
| 15 |
Shen, X. L., Li, Y. J., Sun, Y., & Wang, N. (2018). Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience. Decision Support Systems, 109(May), 61-73.
DOI
|
| 16 |
Bang, Y., Lee, D. J., Han, K., Hwang, M., & Ahn, J. H. (2013). Channel Capabilities, Product Characteristics, and the Impacts of Mobile Channel Introduction. Journal of Management Information Systems, 30(2), 101-126.
DOI
|
| 17 |
Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31-44.
DOI
|
| 18 |
Cao, L., & Li, L. (2015). The Impact of Cross-Channel Integration on Retailers' Sales Growth. Journal of Retailing, 91(2), 198-216.
DOI
|
| 19 |
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65(4), 82-104.
DOI
|
| 20 |
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410.
DOI
|
| 21 |
Mentzer, J. T., Myers, M. B., & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial Marketing Management, 33(1), 15-20.
DOI
|
| 22 |
Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution & Logistics Management, 47(4), 263-296.
DOI
|
| 23 |
Neslin, S. A., & Shankar, V. (2009). Key Issues in Multichannel Customer Management: Current Knowledge and Future Directions. Journal of Interactive Marketing, 23(1), 70-81.
DOI
|
| 24 |
Kang, J., Majer, M., & Kim, H. J. (2019). Empirical Study of Omnichannel Purchasing Pattern with Real Customer Data from Health and Lifestyle Company. Sustainability, 11(24), 71-85.
|
| 25 |
Wollenburg, J., Holzapfel, A., Hubner, A., & Kuhn, H. (2018). Configuring Retail Fulfillment Processes for Omni-Channel Customer Steering. International Journal of Electronic Commerce, 22(4), 540-575.
DOI
|
| 26 |
Xu, X., & Jackson, J. E. (2019). Examining customer channel selection intention in the omni-channel retail environment. International Journal of Production Economics, 208(February), 434-445.
DOI
|
| 27 |
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799-822.
DOI
|
| 28 |
Ma, S. (2017). Fast or free shipping options in online and Omnichannel retail? The mediating role of uncertainty on satisfaction and purchase intentions. The International Journal of Logistics Management, 28(4), 1099-1122.
DOI
|
| 29 |
Verhoef, P. C., Neslin, S. A., & Vroomen, B. (2007). Multichannel customer management: Understanding the research-shopper phenomenon. International Journal of Research in Marketing, 24(2), 129-148.
DOI
|
| 30 |
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
DOI
|
| 31 |
Day, R.L., (1984), Modeling Choices Among Alternative Responses to Dissatisfaction. Advances in Consumer Research 11. Ed. William D. Perreault. Atlanta, GA: Association for Consumer Research, pp. 496-499.
|
| 32 |
Yang, S., Lu, Y., & Chau, P. Y. (2013). Why do consumers adopt online channel? An empirical investigation of two channel extension mechanisms. Decision Support Systems, 54(2), 858-869.
DOI
|
| 33 |
Al-Ghraibah, O. B. (2020). Online Consumer Retention In Saudi Arabia During COVID 19: The Moderating Role Of Online Trust. Journal of Critical Reviews, 7(9), 2464-2472.
|
| 34 |
Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in Multi-, Cross-, and Omni-Channel Retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170-178.
DOI
|
| 35 |
Bendoly, E., Blocher, J. D., Bretthauer, K. M., Krishnan, S., & Venkataramanan, M. A. (2005). Online/In-Store Integration and Customer Retention. Journal of Service Research, 7(4), 313-327.
DOI
|
| 36 |
Noordewier, T. G., John, G., & Nevin, J. R. (1990). Performance Outcomes of Purchasing Arrangements in Industrial Buyer-Vendor Relationships. Journal of Marketing, 54(4), 80-93.
DOI
|
| 37 |
Xing, Y., Grant, D. B., McKinnon, A. C., & Fernie, J. (2010). Physical distribution service quality in online retailing. International Journal of Physical Distribution & Logistics Management, 40(5), 415-432.
DOI
|
| 38 |
Yi. Y. (1990), A Critical Review of Consumer Satisfaction, in V. A. Zeithaml (Ed.), Review of Marketing, Chicago: American Marketing Association, 68-123
|
| 39 |
Yrjola, M., Saarijarvi, H., & Nummela, H. (2018). The value propositions of multi-, cross-, and omni-channel retailing. International Journal of Retail & Distribution Management, 46(11/12), 1133-1152.
DOI
|
| 40 |
Bouzaabia, R., Bouzaabia, O., & Capatina, A. (2013). Retail logistics service quality: a cross-cultural survey on customer perceptions. International Journal of Retail & Distribution Management, 41(8), 627-647.
DOI
|
| 41 |
Cannon, J. P., & Homburg, C. (2001). Buyer-Supplier Relationships and Customer Firm Costs. Journal of Marketing, 65(1), 29-43.
DOI
|
| 42 |
Goersch, D. (2002), Multichannel integration and its implications for retail web sites, paper presented at the Proceedings of the 10th European Conference on Information systems (ECIS), Gdansk, 6-8 June, available at: http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1015&context=ecis2002 (accessed 13 January 2018)
|
| 43 |
Zhang, M., Ren, C., Wang, G. A., & He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28(March/April), 181-193.
DOI
|
| 44 |
Zhang, Q., Vonderembse, M. A., & Lim, J. S. (2002). Value chain flexibility: A dichotomy of competence and capability. International Journal of Production Research, 40(3), 561-583.
DOI
|
| 45 |
Chatterjee, P. (2010). Multiple-channel and cross-channel shopping behavior: role of consumer shopping orientations. Marketing Intelligence & Planning, 28(1), 9-24.
DOI
|
| 46 |
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.
DOI
|
| 47 |
Fortuna, F., Risso, M., & Musso, F. (2021). Omnichannelling and the Predominance of Big Retailers in the post-Covid Era. Symphonya. Emerging Issues in Management, (2), 142-157.
|
| 48 |
Frankel, R., Bolumole, Y. A., Eltantawy, R. A., Paulraj, A., & Gundlach, G. T. (2008). The domain and scope of SCM's foundational disciplines-insights and issues to advance research. Journal of Business Logistics, 29(1), 1-30.
DOI
|
| 49 |
Gerwin, D. (1987). An Agenda for Research on the Flexibility of Manufacturing Processes. International Journal of Operations & Production Management, 7(1), 38-49.
DOI
|
| 50 |
Herhausen, D., Binder, J., Schoegel, M., & Herrmann, A. (2015). Integrating Bricks with Clicks: Retailer-Level and Channel-Level Outcomes of Online-Offline Channel Integration. Journal of Retailing, 91(2), 309-325.
DOI
|
| 51 |
Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020). Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing. Industrial Marketing Management, 87, 225-241.
DOI
|
| 52 |
Hsiao, C., Ju Rebecca Yen, H., & Li, E. Y. (2012). Exploring consumer value of multichannel shopping: a perspective of means-end theory. Internet Research, 22(3), 318-339. https://doi.org/10.1108/10662241211235671
DOI
|
| 53 |
Syafarudin, A. (2021). The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71-83.
DOI
|
| 54 |
Weber, A. N., & Badenhorst-Weiss, J. A. (2018). The last-mile logistical challenges of an omnichannel grocery retailer: A South African perspective. Journal of Transport and Supply Chain Management, 12(1), 1-13.
|
| 55 |
Kabadayi, S., Loureiro, Y. K., & Carnevale, M. (2017). Customer Value Creation in Multichannel Systems: The Interactive Effect of Integration Quality and Multichannel Complexity. Journal of Creating Value, 3(1), 1-18.
DOI
|
| 56 |
Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & Management, 8(1), 1-35.
|
| 57 |
Shi, D., & Daniels, R. L. (2003). A survey of manufacturing flexibility: Implications for e-business flexibility. IBM Systems Journal, 42(3), 414-427.
DOI
|
| 58 |
Hure, E., Picot-Coupey, K., & Ackermann, C. L. (2017). Understanding omni-channel shopping value: A mixed-method study. Journal of Retailing and Consumer Services, 39(November), 314-330.
DOI
|
| 59 |
Jafari, H., Nyberg, A., & Hilletofth, P. (2016). Postponement and logistics flexibility in retailing: a multiple case study from Sweden. Industrial Management & Data Systems, 116(3), 445-465.
DOI
|
| 60 |
Juaneda-Ayensa, E., Mosquera, A., & Sierra Murillo, Y. (2016). Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase Intention. Frontiers in Psychology, 7, 11-17. https://doi.org/10.3389/fpsyg.2016.01117
DOI
|
| 61 |
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544-564.
DOI
|
| 62 |
Lee, Z. W., Chan, T. K., Chong, A. Y. L., & Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90-101.
DOI
|
| 63 |
Le, A. N. H., & Nguyen-Le, X. D. (2020). A moderated mediating mechanism of omnichannel customer experiences. International Journal of Retail & Distribution Management, 49(5), 595-615.
|
| 64 |
Manser Payne, E., Peltier, J. W., & Barger, V. A. (2017). Omnichannel marketing, integrated marketing communications and consumer engagement: A research agenda. Journal of Research in Interactive Marketing, 11(2), 185-197.
DOI
|
| 65 |
Sricharoenpramong, S. (2018). Service quality improvement of ground staff at Don Mueang International Airport. Kasetsart Journal of Social Sciences, 39(1), 15-21.
DOI
|
| 66 |
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: an empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400-416.
DOI
|
| 67 |
Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50(February), 325-336.
DOI
|
| 68 |
Skipper, J. B., & Hanna, J. B. (2009). Minimizing supply chain disruption risk through enhanced flexibility. International Journal of Physical Distribution & Logistics Management, 39(5), 404-427.
DOI
|
| 69 |
Sorkun, M. F., Yumurtaci Huseyinoglu, I. Z., & Boruhan, G. (2020). Omni-channel capability and customer satisfaction: mediating roles of flexibility and operational logistics service quality. International Journal of Retail & Distribution Management, 48(6), 629-648.
DOI
|
| 70 |
Sousa, R., & Voss, C. A. (2006). Service Quality in Multichannel Services Employing Virtual Channels. Journal of Service Research, 8(4), 356-371.
DOI
|
| 71 |
Subramanian, N., Gunasekaran, A., Yu, J., Cheng, J., & Ning, K. (2014). Customer satisfaction and competitiveness in the Chinese E-retailing : Structural equation modeling (SEM) approach to identify the role of quality factors. Expert Systems with Applications, 41(1), 69-80.
DOI
|
| 72 |
Tjhin, V. U., Abbas, B. S., Kosala, R., & Budiastuti, D. (2016, November). Development plan for research on omni-channel shopping to purchase intention. In 2016 International Conference on Information Management and Technology (ICIMTech), 229-234. IEEE.
|
| 73 |
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers' e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.
DOI
|
| 74 |
Wollenburg, J., Holzapfel, A., & Hubner, A. H. (2019). Omnichannel customer management processes in retail: An exploratory study on fulfillment-related options. Logistics Research, 12(1), 1-7.
|
| 75 |
Carlson, J., O'Cass, A., & Ahrholdt, D. (2015). Assessing customers' perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services, 27, 90-102.
DOI
|
| 76 |
Cocco, H., & Demoulin, N. (2020), Seamless Shopping in Omnichannel Retailing: The effect of Channel Integration on Consumers' Responses, Proceedings of the European Marketing Academy, 11th, (85061)
|
| 77 |
Melero, I., Sese, F. J., & Verhoef, P. C. (2016). Recasting the customer experience in today's omni-channel environment. Universia Business Review, (50), 18-37. https://www.redalyc.org/articulo.oa?id=43345993001
|
| 78 |
Verhoef, P. C., Kannan, P., & Inman, J. J. (2015). From Multi-Channel Retailing to Omni-Channel Retailing. Journal of Retailing, 91(2), 174-181.
DOI
|
webmaster
