{"title":"影响满意度和忠诚度的关键全渠道服务要素","authors":"Wanmo Koo","doi":"10.4018/ijebr.2020040103","DOIUrl":null,"url":null,"abstract":"Tomeet the expectationsof recent consumerswhousemultiple channels fordifferentpurposes throughout their shopping journey, omni-channel retailers try to offer additional services that provideconsumerswithaseamlesslyconnectedshoppingexperienceacrossmultiplechannels.After identifyingomni-channelservices,thestudyfindsthreecoreomni-channelservices(i.e.,shipping fromstore,integratedbranding,andsocialmediaoperation)thataffectloyaltyviasatisfaction.Omnichannelretailerscanprioritizetheirinvestmentbasedontheresults.Specificwaystoimprovethe coreomni-channelservicesarealsodiscussed. KEywORdS Channel Integration, Expectation-Confirmation Theory, Integrated Branding, Omni-Channel Retailing, Shipping From Store, Social Media Operation","PeriodicalId":13628,"journal":{"name":"Int. J. E Bus. Res.","volume":"60 1","pages":"32-46"},"PeriodicalIF":0.0000,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"Critical Omni-Channel Service Elements Affecting Satisfaction and Loyalty\",\"authors\":\"Wanmo Koo\",\"doi\":\"10.4018/ijebr.2020040103\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Tomeet the expectationsof recent consumerswhousemultiple channels fordifferentpurposes throughout their shopping journey, omni-channel retailers try to offer additional services that provideconsumerswithaseamlesslyconnectedshoppingexperienceacrossmultiplechannels.After identifyingomni-channelservices,thestudyfindsthreecoreomni-channelservices(i.e.,shipping fromstore,integratedbranding,andsocialmediaoperation)thataffectloyaltyviasatisfaction.Omnichannelretailerscanprioritizetheirinvestmentbasedontheresults.Specificwaystoimprovethe coreomni-channelservicesarealsodiscussed. KEywORdS Channel Integration, Expectation-Confirmation Theory, Integrated Branding, Omni-Channel Retailing, Shipping From Store, Social Media Operation\",\"PeriodicalId\":13628,\"journal\":{\"name\":\"Int. J. E Bus. Res.\",\"volume\":\"60 1\",\"pages\":\"32-46\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2020-04-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Int. J. E Bus. Res.\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.4018/ijebr.2020040103\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Int. J. E Bus. Res.","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.4018/ijebr.2020040103","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 1
Critical Omni-Channel Service Elements Affecting Satisfaction and Loyalty
Tomeet the expectationsof recent consumerswhousemultiple channels fordifferentpurposes throughout their shopping journey, omni-channel retailers try to offer additional services that provideconsumerswithaseamlesslyconnectedshoppingexperienceacrossmultiplechannels.After identifyingomni-channelservices,thestudyfindsthreecoreomni-channelservices(i.e.,shipping fromstore,integratedbranding,andsocialmediaoperation)thataffectloyaltyviasatisfaction.Omnichannelretailerscanprioritizetheirinvestmentbasedontheresults.Specificwaystoimprovethe coreomni-channelservicesarealsodiscussed. KEywORdS Channel Integration, Expectation-Confirmation Theory, Integrated Branding, Omni-Channel Retailing, Shipping From Store, Social Media Operation
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