Retaining customers with in-store mobile usage experience in omni-channel retailing: The moderating effects of product information overload and alternative attractiveness

作者：

Highlights：

• Examine how in-store mobile customers react to channel integration.

• Investigate the moderating roles of product information overload and alternative attractiveness in customer’s perception of channel integration.

• Enrich experiential learning theory by considering the boundary conditions of alternatives’ variability and quality in omni-channel retailing.

摘要

•Examine how in-store mobile customers react to channel integration.•Investigate the moderating roles of product information overload and alternative attractiveness in customer’s perception of channel integration.•Enrich experiential learning theory by considering the boundary conditions of alternatives’ variability and quality in omni-channel retailing.

论文关键词：In-store mobile usage experience,Cross-channel integration perception,Product information overload,Alternative attractiveness,Customer retention

论文评审过程：Received 21 December 2019, Revised 18 December 2020, Accepted 23 December 2020, Available online 8 January 2021, Version of Record 29 January 2021.

论文官网地址：https://doi.org/10.1016/j.elerap.2020.101028