{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,14]],"date-time":"2026-07-14T17:30:49Z","timestamp":1784050249527,"version":"3.55.0"},"reference-count":183,"publisher":"Springer Science and Business Media LLC","issue":"2","license":[{"start":{"date-parts":[[2020,11,20]],"date-time":"2020-11-20T00:00:00Z","timestamp":1605830400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2020,11,20]],"date-time":"2020-11-20T00:00:00Z","timestamp":1605830400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"funder":[{"DOI":"10.13039\/501100002347","name":"Bundesministerium f\u00fcr Bildung und Forschung","doi-asserted-by":"publisher","award":["02K15A074"],"award-info":[{"award-number":["02K15A074"]}],"id":[{"id":"10.13039\/501100002347","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Electron Markets"],"published-print":{"date-parts":[[2022,6]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>E-commerce has embraced the digital transformation and innovated with e-service touchpoints to improve customers\u2019 experiences. Now some traditional, less-digitalized brick and mortar (BaM) retailers are starting to counteract the increasing competition by adopting digital touchpoints. However, the academic literature offers little in terms of what determines customers\u2019 behavioral intentions toward e-service touchpoints. Therefore, drawing from the dominant design theory, this article first conceptually adapts selected dominant touchpoints of leading e-commerce solutions to BaM retail. Then 250 shoppers are surveyed regarding the likeliness that they will use the selected touchpoints, followed by an exploratory factor analysis to determine the touchpoints\u2019 characteristics that lead to the shoppers\u2019 assessments. The results suggest that customers prefer touchpoints that support product search and selection, provide information, and increase shopping efficiency. The likeliness that surveyed shoppers will use the touchpoints was affected by the functionality provided, the content conveyed, and the mediating device. The results provide a foundation for further research on customers\u2019 behavioral intentions toward BaM e-service touchpoints and provide useful information for BaM retailers.<\/jats:p>","DOI":"10.1007\/s12525-020-00445-0","type":"journal-article","created":{"date-parts":[[2020,11,20]],"date-time":"2020-11-20T16:11:11Z","timestamp":1605888671000},"page":"523-545","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":21,"title":["Exploring customers\u2019 likeliness to use e-service touchpoints in brick and mortar retail"],"prefix":"10.1007","volume":"32","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-1965-2688","authenticated-orcid":false,"given":"Benjamin","family":"Barann","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jan H.","family":"Betzing","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Marco","family":"Niemann","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Benedikt","family":"Hoffmeister","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"J\u00f6rg","family":"Becker","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2020,11,20]]},"reference":[{"key":"445_CR1","doi-asserted-by":"publisher","first-page":"197","DOI":"10.1007\/978-3-319-98273-1_9","volume-title":"Exploring Omnichannel retailing","author":"B Alexander","year":"2019","unstructured":"Alexander, B., & Cano, M. B. (2019). Futurising the physical store in the Omnichannel retail environment. In W. Piotrowicz & R. Cuthbertson (Eds.), Exploring Omnichannel retailing (pp. 197\u2013223). Cham: Springer. https:\/\/doi.org\/10.1007\/978-3-319-98273-1_9 ."},{"issue":"1\u20132","key":"445_CR2","doi-asserted-by":"publisher","first-page":"25","DOI":"10.1007\/s10479-016-2276-3","volume":"270","author":"JA Aloysius","year":"2018","unstructured":"Aloysius, J. A., Hoehle, H., Goodarzi, S., & Venkatesh, V. (2018). Big data initiatives in retail environments: Linking service process perceptions to shopping outcomes. Annals of Operations Research, 270(1\u20132), 25\u201351. https:\/\/doi.org\/10.1007\/s10479-016-2276-3 .","journal-title":"Annals of Operations Research"},{"issue":"5","key":"445_CR3","first-page":"189","volume":"5","author":"A Asosheha","year":"2008","unstructured":"Asosheha, A., Bagherpour, S., & Yahyapour, N. (2008). Extended acceptance models for recommender system adaption, case of retail and banking Service in Iran. WSEAS Transactions on Business and Economics, 5(5), 189\u2013200.","journal-title":"WSEAS Transactions on Business and Economics"},{"issue":"3","key":"445_CR4","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1016\/j.jretconser.2010.03.005","volume":"17","author":"D Baier","year":"2010","unstructured":"Baier, D., & St\u00fcber, E. (2010). Acceptance of recommendations to buy in online retailing. Journal of Retailing and Consumer Services, 17(3), 173\u2013180. https:\/\/doi.org\/10.1016\/j.jretconser.2010.03.005 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"445_CR5","doi-asserted-by":"publisher","first-page":"120","DOI":"10.1509\/jmkg.66.2.120.18470","volume":"66","author":"J Baker","year":"2002","unstructured":"Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120\u2013141. https:\/\/doi.org\/10.1509\/jmkg.66.2.120.18470 .","journal-title":"Journal of Marketing"},{"key":"445_CR6","doi-asserted-by":"publisher","unstructured":"Banerjee, S., Xu, S., & Johnson, S, D. (2020). How does location based marketing affect Mobile retail revenues? The complex interplay of delivery tactic, Interface Mobility and User Privacy. Journal of Business Research. https:\/\/doi.org\/10.1016\/j.jbusres.2020.02.042 .","DOI":"10.1016\/j.jbusres.2020.02.042"},{"key":"445_CR7","unstructured":"Barann, B. (2018). An IS-perspective on Omni-channel management: Development of a conceptual framework to determine the impacts of Touchpoint digitalization on retail business processes. In Proceedings of the 26th European Conference on Information Systems (ECIS 2018). Portsmouth. https:\/\/aisel.aisnet.org\/ecis2018_rip\/18\/."},{"key":"445_CR8","doi-asserted-by":"publisher","unstructured":"Barann, B., Hermann, A., Heuchert, M., & Becker, J. (2020). Can\u2019t Touch This? Conceptualizing the Customer Touchpoint in the Context of Omni-Channel Retailing. Journal of Retailing and Consumer Services, 1-11 (Preprint). https:\/\/doi.org\/10.1016\/j.jretconser.2020.102269","DOI":"10.1016\/j.jretconser.2020.102269"},{"key":"445_CR9","doi-asserted-by":"publisher","first-page":"116","DOI":"10.1016\/j.intmar.2018.02.001","volume":"43","author":"N Barwitz","year":"2018","unstructured":"Barwitz, N., & Maas, P. (2018). Understanding the Omnichannel customer journey: Determinants of interaction choice. Journal of Interactive Marketing, 43, 116\u2013133. https:\/\/doi.org\/10.1016\/j.intmar.2018.02.001 .","journal-title":"Journal of Interactive Marketing"},{"issue":"2","key":"445_CR10","doi-asserted-by":"publisher","first-page":"235","DOI":"10.1016\/j.jretai.2014.12.008","volume":"91","author":"S Baxendale","year":"2015","unstructured":"Baxendale, S., Macdonald, E. K., & Wilson, H. N. (2015). The impact of different Touchpoints on brand consideration. Journal of Retailing, 91(2), 235\u2013253. https:\/\/doi.org\/10.1016\/j.jretai.2014.12.008 .","journal-title":"Journal of Retailing"},{"issue":"4","key":"445_CR11","doi-asserted-by":"publisher","first-page":"630","DOI":"10.1007\/s11747-019-00718-x","volume":"48","author":"L Becker","year":"2020","unstructured":"Becker, L., & Jaakkola, E. (2020). Customer experience: Fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48(4), 630\u2013648. https:\/\/doi.org\/10.1007\/s11747-019-00718-x .","journal-title":"Journal of the Academy of Marketing Science"},{"key":"445_CR12","unstructured":"Berendes, C, I., Bartelheimer, C., Betzing, J, H., & Beverungen, D. (2018). Data-Driven Customer Journey Mapping in Local High Streets: A Domain-Specific Modeling Language. In Proceedings of the 39th International Conference on Information Systems (ICIS 2018). San Francisco, CA, USA. https:\/\/aisel.aisnet.org\/icis2018\/modeling\/Presentations\/4\/"},{"key":"445_CR13","volume-title":"Social research methods: Qualitative and quantitative methods","author":"HR Bernard","year":"2013","unstructured":"Bernard, H. R. (2013). Social research methods: Qualitative and quantitative methods (2nd ed.). Thousand Oaks, California, US: Sage Publications.","edition":"2"},{"key":"445_CR14","first-page":"1671","volume-title":"Proceedings of the Multikonferenz Wirtschaftsinformatik (MKWI 2018)","author":"JH Betzing","year":"2018","unstructured":"Betzing, J. H., Hoang, A.-Q. M., & Becker, J. (2018). In-store Technologies in the Retail Servicescape. In Proceedings of the Multikonferenz Wirtschaftsinformatik (MKWI 2018) (pp. 1671\u20131682). L\u00fcneburg: Drews Paul, Funk Burkhardt, Niemeyer Peter, Xie Lin https:\/\/mkwi2018.leuphana.de\/wp-content\/uploads\/MKWI_3.pdf."},{"key":"445_CR15","unstructured":"Betzing, J, H., Niemann, M., Barann, B., Hoffmeister, B., & Becker, J. (2019). Mirroring E-Service for Brick and Mortar Retail: An assessment and survey. In Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019) (pp. 557\u2013571). Siegen. https:\/\/aisel.aisnet.org\/wi2019\/track06\/papers\/2\/"},{"key":"445_CR16","doi-asserted-by":"publisher","unstructured":"Beurer-Z\u00fcllig, B., & Klaas, M. (2020). The Social Side of Brick and Mortar: The Impact of Brand-Related User-Generated Content on Different Consumer Typologies in Food Retailing. In Proceedings of the 53rd Hawaii International Conference on System Sciences (HICSS 2020) (pp. 2579--2588). Wailea, Maui, US. https:\/\/doi.org\/10.24251\/HICSS.2020.314","DOI":"10.24251\/HICSS.2020.314"},{"issue":"1","key":"445_CR17","doi-asserted-by":"publisher","first-page":"45","DOI":"10.2979\/eservicej.8.1.45","volume":"8","author":"D Beverungen","year":"2011","unstructured":"Beverungen, D., Knackstedt, R., & Winkelman, A. (2011). Identifying E-service potential from business process models: A theory Nexus approach. e-Service Journal, 8(1), 45\u201383. https:\/\/doi.org\/10.2979\/eservicej.8.1.45 .","journal-title":"e-Service Journal"},{"issue":"3","key":"445_CR18","doi-asserted-by":"publisher","first-page":"66","DOI":"10.2307\/41166446","volume":"50","author":"MJ Bitner","year":"2008","unstructured":"Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66\u201394. https:\/\/doi.org\/10.2307\/41166446 .","journal-title":"California Management Review"},{"issue":"4","key":"445_CR19","doi-asserted-by":"publisher","first-page":"97","DOI":"10.2753\/JEC1086-4415180404","volume":"18","author":"M Bl\u00e1zquez","year":"2014","unstructured":"Bl\u00e1zquez, M. (2014). Fashion shopping in multichannel retail: The role of Technology in Enhancing the customer experience. International Journal of Electronic Commerce, 18(4), 97\u2013116. https:\/\/doi.org\/10.2753\/JEC1086-4415180404 .","journal-title":"International Journal of Electronic Commerce"},{"issue":"2","key":"445_CR20","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1080\/08276331.2019.1616256","volume":"32","author":"L Bollweg","year":"2020","unstructured":"Bollweg, L., Lackes, R., Siepermann, M., & Weber, P. (2020). Drivers and barriers of the digitalization of local owner operated retail outlets. Journal of Small Business & Entrepreneurship, 32(2), 173\u2013201. https:\/\/doi.org\/10.1080\/08276331.2019.1616256 .","journal-title":"Journal of Small Business & Entrepreneurship"},{"key":"445_CR21","doi-asserted-by":"publisher","unstructured":"Boyd, D. E., Kannan, P. K., & Slotegraaf, R. J. (2019). Branded Apps and Their Impact on Firm Value: A Design Perspective. Journal of Marketing Research, 56(1), 76\u201388. https:\/\/doi.org\/10.1177\/0022243718820588","DOI":"10.1177\/0022243718820588"},{"issue":"4","key":"445_CR22","doi-asserted-by":"publisher","first-page":"411","DOI":"10.1177\/009207002236914","volume":"30","author":"RR Burke","year":"2002","unstructured":"Burke, R. R. (2002). Technology and the customer Interface: What consumers want in the physical and virtual store. Journal of the Academy of Marketing Science, 30(4), 411\u2013432. https:\/\/doi.org\/10.1177\/009207002236914 .","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"445_CR23","doi-asserted-by":"publisher","first-page":"52","DOI":"10.1108\/09564230910936850","volume":"20","author":"H Cassab","year":"2009","unstructured":"Cassab, H., & MacLachlan, D. L. (2009). A consumer-based view of multi-channel service. Journal of Service Management, 20(1), 52\u201375. https:\/\/doi.org\/10.1108\/09564230910936850 .","journal-title":"Journal of Service Management"},{"key":"445_CR24","doi-asserted-by":"publisher","first-page":"31","DOI":"10.1016\/j.jretconser.2015.06.008","volume":"27","author":"M-C Cervellon","year":"2015","unstructured":"Cervellon, M.-C., Sylvie, J., & Ngobo, P.-V. (2015). Shopping orientations as antecedents to channel choice in the French grocery multichannel landscape. Journal of Retailing and Consumer Services, 27, 31\u201351. https:\/\/doi.org\/10.1016\/j.jretconser.2015.06.008 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"5","key":"445_CR25","doi-asserted-by":"publisher","first-page":"745","DOI":"10.1108\/13555851111183110","volume":"23","author":"CA Chang","year":"2011","unstructured":"Chang, C. A., & Kukar-Kinney, M. (2011). The effects of shopping aid usage on consumer purchase decision and decision satisfaction. Asia Pacific Journal of Marketing and Logistics, 23(5), 745\u2013754. https:\/\/doi.org\/10.1108\/13555851111183110 .","journal-title":"Asia Pacific Journal of Marketing and Logistics"},{"key":"445_CR26","doi-asserted-by":"publisher","first-page":"109","DOI":"10.1016\/j.chb.2018.04.017","volume":"86","author":"PK Chopdar","year":"2018","unstructured":"Chopdar, P. K., Korfiatis, N., Sivakumar, V. J., & Lytras, M. D. (2018). Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the unified theory of acceptance and use of technology. Computers in Human Behavior, 86, 109\u2013128. https:\/\/doi.org\/10.1016\/j.chb.2018.04.017 .","journal-title":"Computers in Human Behavior"},{"key":"445_CR27","volume-title":"A first course in factor analysis","author":"AL Comrey","year":"1973","unstructured":"Comrey, A. L. (1973). A first course in factor analysis. New York: Academic Press, Inc.."},{"issue":"1","key":"445_CR28","doi-asserted-by":"publisher","first-page":"7","DOI":"10.7275\/jyj1-4868","volume":"10","author":"AB Costello","year":"2005","unstructured":"Costello, A. B., & Osborne, J. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research, and Evaluation, 10(1), 7. https:\/\/doi.org\/10.7275\/jyj1-4868 .","journal-title":"Practical Assessment, Research, and Evaluation"},{"issue":"3","key":"445_CR29","doi-asserted-by":"publisher","first-page":"335","DOI":"10.1007\/s10660-015-9204-5","volume":"16","author":"BP Cozzarin","year":"2016","unstructured":"Cozzarin, B. P., & Dimitrov, S. (2016). Mobile commerce and device specific perceived risk. Electronic Commerce Research, 16(3), 335\u2013354. https:\/\/doi.org\/10.1007\/s10660-015-9204-5 .","journal-title":"Electronic Commerce Research"},{"key":"445_CR30","unstructured":"Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE Publications."},{"key":"445_CR31","unstructured":"Datanyze. (2018). E-Commerce Platforms Market Share Germany. https:\/\/www.datanyze.com\/market-share\/e-commerce-platforms\/Germany. Accessed 25 July 2018."},{"key":"445_CR32","doi-asserted-by":"publisher","unstructured":"Dattalo, P. 2013. Analysis of Multiple Dependent Variables. Oxford University Press, pp. 87\u2013108. https:\/\/doi.org\/10.1093\/acprof:oso\/9780199773596.003.0004","DOI":"10.1093\/acprof:oso\/9780199773596.003.0004"},{"key":"445_CR33","unstructured":"Davis, F. D. 1985. A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results [Doctoral dissertation, Massachusetts Institute of Technology]. MIT libraries. http:\/\/hdl.handle.net\/1721.1\/15192"},{"issue":"3","key":"445_CR34","doi-asserted-by":"publisher","first-page":"319","DOI":"10.2307\/249008","volume":"13","author":"FD Davis","year":"1989","unstructured":"Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319\u2013340. https:\/\/doi.org\/10.2307\/249008 .","journal-title":"MIS Quarterly"},{"key":"445_CR35","unstructured":"Davis, S., & Longoria, T. (2003). Harmonizing your 'Touchpoints'. Brand Packaging, January\/February, 1\u20134."},{"key":"445_CR36","doi-asserted-by":"publisher","first-page":"334","DOI":"10.1016\/j.jretconser.2016.04.011","volume":"31","author":"G de Kerviler","year":"2016","unstructured":"de Kerviler, G., Demoulin, N. T. M., & Zidda, P. (2016). Adoption of in-store Mobile payment: Are perceived risk and convenience the only drivers? Journal of Retailing and Consumer Services, 31, 334\u2013344. https:\/\/doi.org\/10.1016\/j.jretconser.2016.04.011 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3","key":"445_CR37","doi-asserted-by":"publisher","first-page":"225","DOI":"10.1108\/09604520810871856","volume":"18","author":"DH Dean","year":"2008","unstructured":"Dean, D. H. (2008). Shopper age and the use of self-service technologies. Managing Service Quality, 18(3), 225\u2013238. https:\/\/doi.org\/10.1108\/09604520810871856 .","journal-title":"Managing Service Quality"},{"issue":"5","key":"445_CR38","doi-asserted-by":"publisher","first-page":"540","DOI":"10.1108\/IJRDM-08-2015-0122","volume":"44","author":"NTM Demoulin","year":"2016","unstructured":"Demoulin, N. T. M., & Djelassi, S. (2016). An integrated model of self-service technology (SST) usage in a retail context. International Journal of Retail & Distribution Management, 44(5), 540\u2013559. https:\/\/doi.org\/10.1108\/IJRDM-08-2015-0122 .","journal-title":"International Journal of Retail & Distribution Management"},{"issue":"2","key":"445_CR39","doi-asserted-by":"publisher","first-page":"86","DOI":"10.1016\/j.intmar.2010.02.005","volume":"24","author":"UM Dholakia","year":"2010","unstructured":"Dholakia, U. M., Kahn, B. E., Reeves, R., Rindfleisch, A., Stewart, D., & Taylor, E. (2010). Consumer behavior in a multichannel, multimedia retailing environment. Journal of Interactive Marketing, 24(2), 86\u201395. https:\/\/doi.org\/10.1016\/j.intmar.2010.02.005 .","journal-title":"Journal of Interactive Marketing"},{"key":"445_CR40","unstructured":"EHI Retail Institute (2018). Top 100 umsatzst\u00e4rkste Onlineshops in Deutschland, https:\/\/www.ehi.org\/de\/top-100-umsatzstaerkste-onlineshops-in-deutschland\/. Accessed 24 May 2019."},{"key":"445_CR41","unstructured":"El Azhari, J., & Bennett, D. (2015). Omni-channel customer experience: An investigation into the use of digital technology in physical stores and its impact on the consumer\u2019s decisionmaking process. In XXIV AEDEM International Conference London, pp. 1\u20132. London, UK: London South Bank University"},{"issue":"2","key":"445_CR42","doi-asserted-by":"publisher","first-page":"589","DOI":"10.19030\/jabr.v29i2.7659","volume":"29","author":"A Elmorshidy","year":"2013","unstructured":"Elmorshidy, A. (2013). Applying the technology acceptance and service quality models to live customer support chat for E-commerce websites. Journal of Applied Business Research (JABR), 29(2), 589. https:\/\/doi.org\/10.19030\/jabr.v29i2.7659 .","journal-title":"Journal of Applied Business Research (JABR)"},{"issue":"3","key":"445_CR43","doi-asserted-by":"publisher","first-page":"63","DOI":"10.4067\/S0718-18762015000300006","volume":"10","author":"A Elmorshidy","year":"2015","unstructured":"Elmorshidy, A., Mostafa, M. M., El-Moughrabi, I., & Al-Mezen, H. (2015). Factors influencing live customer support chat services: An empirical investigation in Kuwait. Journal of Theoretical and Applied Electronic Commerce Research, 10(3), 63\u201376. https:\/\/doi.org\/10.4067\/S0718-18762015000300006 .","journal-title":"Journal of Theoretical and Applied Electronic Commerce Research"},{"issue":"3","key":"445_CR44","doi-asserted-by":"publisher","first-page":"272","DOI":"10.1037\/1082-989X.4.3.272","volume":"4","author":"LR Fabrigar","year":"1999","unstructured":"Fabrigar, L. R., Wegener, D. T., MacCallum, R. C., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research. Psychological Methods, 4(3), 272\u2013299. https:\/\/doi.org\/10.1037\/1082-989X.4.3.272 .","journal-title":"Psychological Methods"},{"key":"445_CR45","doi-asserted-by":"publisher","first-page":"384","DOI":"10.1016\/j.procs.2017.11.052","volume":"121","author":"A Fagerstr\u00f8m","year":"2017","unstructured":"Fagerstr\u00f8m, A., Eriksson, N., & Sigur\u00f0sson, V. (2017). What\u2019s the \u201cthing\u201d in internet of things in grocery shopping? A customer approach. Procedia Computer Science, 121, 384\u2013388. https:\/\/doi.org\/10.1016\/j.procs.2017.11.052 .","journal-title":"Procedia Computer Science"},{"issue":"2","key":"445_CR46","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1177\/1094670507306683","volume":"10","author":"T Falk","year":"2007","unstructured":"Falk, T., Schepers, J., Hammerschmidt, M., & Bauer, H. H. (2007). Identifying Cross-Channel Dissynergies for multichannel service providers. Journal of Service Research, 10(2), 143\u2013160. https:\/\/doi.org\/10.1177\/1094670507306683 .","journal-title":"Journal of Service Research"},{"issue":"2","key":"445_CR47","doi-asserted-by":"publisher","first-page":"323","DOI":"10.1016\/j.bushor.2017.11.012","volume":"61","author":"DJ Faulds","year":"2018","unstructured":"Faulds, D. J., Mangold, W. G., Raju, P. S., & Valsalan, S. (2018). The Mobile shopping revolution: Redefining the consumer decision process. Business Horizons, 61(2), 323\u2013338. https:\/\/doi.org\/10.1016\/j.bushor.2017.11.012 .","journal-title":"Business Horizons"},{"issue":"2","key":"445_CR48","doi-asserted-by":"publisher","first-page":"84","DOI":"10.1111\/j.1468-2389.1993.tb00092.x","volume":"1","author":"E Ferguson","year":"1993","unstructured":"Ferguson, E., & Cox, T. (1993). Exploratory factor analysis: A users\u2019 guide. International Journal of Selection and Assessment, 1(2), 84\u201394. https:\/\/doi.org\/10.1111\/j.1468-2389.1993.tb00092.x .","journal-title":"International Journal of Selection and Assessment"},{"issue":"2","key":"445_CR49","doi-asserted-by":"publisher","first-page":"196","DOI":"10.1108\/JSTP-11-2014-0261","volume":"28","author":"A F\u00f8lstad","year":"2018","unstructured":"F\u00f8lstad, A., & Kvale, K. (2018). Customer journeys: A systematic literature review. Journal of Service Theory and Practice, 28(2), 196\u2013227. https:\/\/doi.org\/10.1108\/JSTP-11-2014-0261 .","journal-title":"Journal of Service Theory and Practice"},{"issue":"6","key":"445_CR50","doi-asserted-by":"publisher","first-page":"654","DOI":"10.1016\/j.elerap.2015.10.002","volume":"14","author":"M Frasquet","year":"2015","unstructured":"Frasquet, M., Moll\u00e1, A., & Ruiz, E. (2015). Identifying patterns in channel usage across the search, purchase and post-sales stages of shopping. Electronic Commerce Research and Applications, 14(6), 654\u2013665. https:\/\/doi.org\/10.1016\/j.elerap.2015.10.002 .","journal-title":"Electronic Commerce Research and Applications"},{"issue":"4","key":"445_CR51","doi-asserted-by":"publisher","first-page":"365","DOI":"10.1108\/IJPDLM-10-2016-0292","volume":"48","author":"E Galipoglu","year":"2018","unstructured":"Galipoglu, E., Kotzab, H., Teller, C., Yumurtaci H\u00fcseyinoglu, I. \u00d6., & P\u00f6ppelbu\u00df, J. (2018). Omni-Channel retailing research \u2013 State of the art and Intellectual Foundation. International Journal of Physical Distribution & Logistics Management, 48(4), 365\u2013390. https:\/\/doi.org\/10.1108\/IJPDLM-10-2016-0292 .","journal-title":"International Journal of Physical Distribution & Logistics Management"},{"key":"445_CR52","doi-asserted-by":"publisher","first-page":"361","DOI":"10.1016\/j.jretconser.2018.12.011","volume":"47","author":"M Garnier","year":"2019","unstructured":"Garnier, M., & Poncin, I. (2019). Do enriched digital catalogues offer compelling experiences, beyond websites? A comparative analysis through the IKEA case. Journal of Retailing and Consumer Services, 47, 361\u2013369. https:\/\/doi.org\/10.1016\/j.jretconser.2018.12.011 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3","key":"445_CR53","doi-asserted-by":"publisher","first-page":"377","DOI":"10.1177\/0013164495055003002","volume":"55","author":"LW Glorfeld","year":"1995","unstructured":"Glorfeld, L. W. (1995). An improvement on Horn\u2019s parallel analysis methodology for selecting the correct number of factors to retain. Educational and Psychological Measurement, 55(3), 377\u2013393. https:\/\/doi.org\/10.1177\/0013164495055003002 .","journal-title":"Educational and Psychological Measurement"},{"issue":"3","key":"445_CR54","doi-asserted-by":"publisher","first-page":"532","DOI":"10.1207\/s15327752jpa6803_5","volume":"68","author":"RL Gorsuch","year":"1997","unstructured":"Gorsuch, R. L. (1997). Exploratory factor analysis: Its role in item analysis. Journal of Personality Assessment, 68(3), 532\u2013560. https:\/\/doi.org\/10.1207\/s15327752jpa6803_5 .","journal-title":"Journal of Personality Assessment"},{"issue":"6","key":"445_CR55","doi-asserted-by":"publisher","first-page":"336","DOI":"10.1108\/IJRDM-09-2015-0140","volume":"44","author":"J Hagberg","year":"2016","unstructured":"Hagberg, J., Sundstrom, M., & Egels-Zanden, N. (2016). The digitalization of retailing: An exploratory framework. International Journal of Retail & Distribution Management, 44(6), 336\u2013368. https:\/\/doi.org\/10.1108\/IJRDM-09-2015-0140 .","journal-title":"International Journal of Retail & Distribution Management"},{"key":"445_CR56","unstructured":"Hair, J, F., Black, W, C., Babin, B, J., & Anderson, R, E. (2013). Multivariate data analysis (7th ed.). Pearson Higher Education."},{"key":"445_CR57","doi-asserted-by":"publisher","first-page":"386","DOI":"10.1016\/j.jretconser.2018.07.014","volume":"50","author":"H Hallikainen","year":"2019","unstructured":"Hallikainen, H., Alam\u00e4ki, A., & Laukkanen, T. (2019). Individual preferences of digital Touchpoints: A latent class analysis. Journal of Retailing and Consumer Services, 50, 386\u2013393. https:\/\/doi.org\/10.1016\/j.jretconser.2018.07.014 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"6","key":"445_CR58","doi-asserted-by":"publisher","first-page":"840","DOI":"10.1108\/JSTP-05-2015-0111","volume":"26","author":"R Halvorsrud","year":"2016","unstructured":"Halvorsrud, R., Kvale, K., & F\u00f8lstad, A. (2016). Improving service quality through customer journey analysis. Journal of Service Theory and Practice, 26(6), 840\u2013867. https:\/\/doi.org\/10.1108\/JSTP-05-2015-0111 .","journal-title":"Journal of Service Theory and Practice"},{"issue":"3","key":"445_CR59","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1080\/095939697342987","volume":"7","author":"K Harris","year":"1997","unstructured":"Harris, K., Davies, B. J., & Baron, S. (1997). Conversations during purchase consideration: Sales assistants and customers. The International Review of Retail, Distribution and Consumer Research, 7(3), 173\u2013190. https:\/\/doi.org\/10.1080\/095939697342987 .","journal-title":"The International Review of Retail, Distribution and Consumer Research"},{"issue":"3","key":"445_CR60","doi-asserted-by":"publisher","first-page":"393","DOI":"10.1177\/0013164405282485","volume":"66","author":"RK Henson","year":"2006","unstructured":"Henson, R. K., & Roberts, J. K. (2006). Use of exploratory factor analysis in published research. Educational and Psychological Measurement, 66(3), 393\u2013416. https:\/\/doi.org\/10.1177\/0013164405282485 .","journal-title":"Educational and Psychological Measurement"},{"issue":"2","key":"445_CR61","doi-asserted-by":"publisher","first-page":"309","DOI":"10.1016\/j.jretai.2014.12.009","volume":"91","author":"D Herhausen","year":"2015","unstructured":"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\u2013325. https:\/\/doi.org\/10.1016\/j.jretai.2014.12.009 .","journal-title":"Journal of Retailing"},{"key":"445_CR62","unstructured":"Heuchert, M., Barann, B., Cordes, A.-K., & Becker, J. (2018). An IS Perspective on Omni-Channel Management along the Customer Journey: Development of an Entity-Relationship-Model and a Linkage Concept. In Proceedings of the Multikonferenz Wirtschaftsinformatik 2018, pp. 435\u2013446. L\u00fcneburg, Germany."},{"key":"445_CR63","doi-asserted-by":"crossref","unstructured":"Hickman, E., Kharouf, H., & Sekhon, H. (2020). An Omnichannel Approach to Retailing: Demystifying and Identifying the Factors Influencing an Omnichannel Experience. The International Review of Retail, Distribution and Consumer Research, 30(3), 266\u2013288. https:\/\/doi.org\/10.1080\/09593969.2019.1694562","DOI":"10.1080\/09593969.2019.1694562"},{"key":"445_CR64","volume-title":"Content analysis for the social sciences and humanities","author":"OR Holsti","year":"1969","unstructured":"Holsti, O. R. (1969). Content analysis for the social sciences and humanities. Reading, MA, US: Addison-Wesley Publishing Company."},{"issue":"3","key":"445_CR65","doi-asserted-by":"publisher","first-page":"377","DOI":"10.1007\/s11747-015-0460-7","volume":"45","author":"C Homburg","year":"2017","unstructured":"Homburg, C., Jozi\u0107, D., & Kuehnl, C. (2017). Customer experience management: Toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45(3), 377\u2013401. https:\/\/doi.org\/10.1007\/s11747-015-0460-7 .","journal-title":"Journal of the Academy of Marketing Science"},{"key":"445_CR66","unstructured":"Hosseini, S., R\u00f6glinger, M., & Schmied, F. (2017). Omni-Channel Retail Capabilities: An Information Systems Perspective. In Proceedings of the 38th International Conference on Information Systems 2017, 1\u201319. Seoul, South Korea.https:\/\/aisel.aisnet.org\/icis2017\/EBusiness\/Presentations\/27\/"},{"key":"445_CR67","volume-title":"Consumer behavior","author":"WD Hoyer","year":"2012","unstructured":"Hoyer, W. D., Macinnis, D. J., & Pieters, R. (2012). Consumer behavior (6th ed.). Boston, MA: Cengage Learning.","edition":"6"},{"issue":"3","key":"445_CR68","doi-asserted-by":"publisher","first-page":"396","DOI":"10.1086\/698877","volume":"3","author":"Y Huang","year":"2018","unstructured":"Huang, Y., & Yang, Z. (2018). Write or type? How a paper versus a digital shopping list influences the way consumers plan and shop. Journal of the Association for Consumer Research, 3(3), 396\u2013409. https:\/\/doi.org\/10.1086\/698877 .","journal-title":"Journal of the Association for Consumer Research"},{"key":"445_CR69","unstructured":"Hummel, D., Schacht, S., & M\u00e4dche, A. (2017). Multi-Channel Choice in Retail Banking Services: Exploring the Role of Service Characteristics. In Proceedings of the 13th International Conference on Wirtschaftsinformatik, 619\u2013633.\u00a0https:\/\/aisel.aisnet.org\/wi2017\/track06\/paper\/2\/"},{"issue":"August","key":"445_CR70","doi-asserted-by":"publisher","first-page":"314","DOI":"10.1016\/j.jretconser.2017.08.011","volume":"39","author":"E Hur\u00e9","year":"2017","unstructured":"Hur\u00e9, E., Picot-Coupey, K., & Ackermann, C. L. (2017). Understanding Omni-Channel shopping value: A mixed-method study. Journal of Retailing and Consumer Services, 39(August), 314\u2013330. https:\/\/doi.org\/10.1016\/j.jretconser.2017.08.011 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3","key":"445_CR71","doi-asserted-by":"publisher","first-page":"304","DOI":"10.1108\/IJRDM-04-2017-0097","volume":"46","author":"M Ieva","year":"2018","unstructured":"Ieva, M., & Ziliani, C. (2018a). Mapping Touchpoint exposure in retailing: Implications for developing an Omnichannel customer experience. International Journal of Retail and Distribution Management, 46(3), 304\u2013322. https:\/\/doi.org\/10.1108\/IJRDM-04-2017-0097 .","journal-title":"International Journal of Retail and Distribution Management"},{"issue":"5","key":"445_CR72","doi-asserted-by":"publisher","first-page":"44","DOI":"10.1108\/TQM-11-2017-0141","volume":"30","author":"M Ieva","year":"2018","unstructured":"Ieva, M., & Ziliani, C. (2018b). The role of customer experience Touchpoints in driving loyalty intentions in services. The TQM Journal, 30(5), 44\u2013457. https:\/\/doi.org\/10.1108\/TQM-11-2017-0141 .","journal-title":"The TQM Journal"},{"issue":"1","key":"445_CR73","doi-asserted-by":"publisher","first-page":"7","DOI":"10.1016\/j.jretai.2016.12.006","volume":"93","author":"JJ Inman","year":"2017","unstructured":"Inman, J. J., & Nikolova, H. (2017). Shopper-facing retail technology: A retailer adoption decision framework incorporating shopper attitudes and privacy concerns. Journal of Retailing, 93(1), 7\u201328. https:\/\/doi.org\/10.1016\/j.jretai.2016.12.006 .","journal-title":"Journal of Retailing"},{"issue":"2","key":"445_CR74","doi-asserted-by":"publisher","first-page":"78","DOI":"10.1108\/IJRDM-08-2018-0176","volume":"47","author":"M Jocevski","year":"2019","unstructured":"Jocevski, M., Arvidsson, N., Miragliotta, G., Ghezzi, A., & Mangiaracina, R. (2019). Transitions towards Omni-channel retailing strategies: A business model perspective. International Journal of Retail & Distribution Management, 47(2), 78\u201393. https:\/\/doi.org\/10.1108\/IJRDM-08-2018-0176 .","journal-title":"International Journal of Retail & Distribution Management"},{"key":"445_CR75","doi-asserted-by":"publisher","unstructured":"Johnson, V. L., Woolridge, R. W., & Bell, J. R. (2019). The impact of consumer confusion on Mobile self-checkout adoption. Journal of Computer Information Systems, 1\u201311. https:\/\/doi.org\/10.1080\/08874417.2019.1566802 .","DOI":"10.1080\/08874417.2019.1566802"},{"key":"445_CR76","doi-asserted-by":"publisher","unstructured":"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. https:\/\/doi.org\/10.3389\/fpsyg.2016.01117 .","DOI":"10.3389\/fpsyg.2016.01117"},{"issue":"4","key":"445_CR77","doi-asserted-by":"publisher","first-page":"401","DOI":"10.1007\/BF02291817","volume":"35","author":"HF Kaiser","year":"1970","unstructured":"Kaiser, H. F. (1970). A second generation little jiffy. Psychometrika, 35(4), 401\u2013415. https:\/\/doi.org\/10.1007\/BF02291817 .","journal-title":"Psychometrika"},{"issue":"1","key":"445_CR78","doi-asserted-by":"publisher","first-page":"111","DOI":"10.1177\/001316447403400115","volume":"34","author":"HF Kaiser","year":"1974","unstructured":"Kaiser, H. F., & Rice, J. (1974). Little jiffy, mark iv. Educational and Psychological Measurement, 34(1), 111\u2013117. https:\/\/doi.org\/10.1177\/001316447403400115 .","journal-title":"Educational and Psychological Measurement"},{"key":"445_CR79","doi-asserted-by":"publisher","first-page":"210","DOI":"10.1016\/J.CHB.2015.01.012","volume":"46","author":"J-YM Kang","year":"2015","unstructured":"Kang, J.-Y. M., Mun, J. M., & Johnson, K. K. P. (2015). In-store Mobile usage: Downloading and usage intention toward Mobile location-based retail apps. Computers in Human Behavior, 46, 210\u2013217. https:\/\/doi.org\/10.1016\/J.CHB.2015.01.012 .","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"445_CR80","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1080\/08276331.2010.10593471","volume":"23","author":"H Karjaluoto","year":"2010","unstructured":"Karjaluoto, H., & Huhtam\u00e4ki, M. (2010). The role of electronic channels in micro-sized brick-and-mortar firms. Journal of Small Business & Entrepreneurship, 23(1), 17\u201338. https:\/\/doi.org\/10.1080\/08276331.2010.10593471 .","journal-title":"Journal of Small Business & Entrepreneurship"},{"key":"445_CR81","first-page":"95","volume-title":"Studies in industrial renewal: Coping with changing contexts","author":"J Kask","year":"2011","unstructured":"Kask, J. (2011). Evolving market channels in the Swedish music industry: A dominant design approach. In E. Segelod, K. Berglund, E. Bjurstr\u00f6m, E. Dahlquist, L. Hall\u00e9n, & U. Johanson (Eds.), Studies in industrial renewal: Coping with changing contexts (pp. 95\u2013116). Eskilstuna-V\u00e4ster\u00e5s: M\u00e4lardalen University."},{"issue":"10","key":"445_CR82","doi-asserted-by":"publisher","first-page":"959","DOI":"10.1108\/IJRDM-04-2018-0074","volume":"46","author":"I Kazancoglu","year":"2018","unstructured":"Kazancoglu, I., & Aydin, H. (2018). An investigation of consumers\u2019 purchase intentions towards Omni-Channel shopping. International Journal of Retail & Distribution Management, 46(10), 959\u2013976. https:\/\/doi.org\/10.1108\/IJRDM-04-2018-0074 .","journal-title":"International Journal of Retail & Distribution Management"},{"issue":"1\/2","key":"445_CR83","doi-asserted-by":"publisher","first-page":"81","DOI":"10.2307\/2332226","volume":"30","author":"MG Kendall","year":"1938","unstructured":"Kendall, M. G. (1938). A new measure of rank correlation. Biometrika, 30(1\/2), 81\u201393. https:\/\/doi.org\/10.2307\/2332226 .","journal-title":"Biometrika"},{"issue":"9","key":"445_CR84","doi-asserted-by":"publisher","first-page":"901","DOI":"10.1002\/mar.20245","volume":"25","author":"J Kim","year":"2008","unstructured":"Kim, J., & Forsythe, S. (2008a). Sensory enabling technology acceptance model (SE-TAM): A multiple-group structural model comparison. Psychology and Marketing, 25(9), 901\u2013922. https:\/\/doi.org\/10.1002\/mar.20245 .","journal-title":"Psychology and Marketing"},{"issue":"2","key":"445_CR85","doi-asserted-by":"publisher","first-page":"45","DOI":"10.1002\/dir.20113","volume":"22","author":"J Kim","year":"2008","unstructured":"Kim, J., & Forsythe, S. (2008b). Adoption of virtual try-on Technology for Online Apparel Shopping. Journal of Interactive Marketing, 22(2), 45\u201359. https:\/\/doi.org\/10.1002\/dir.20113 .","journal-title":"Journal of Interactive Marketing"},{"issue":"6","key":"445_CR86","doi-asserted-by":"publisher","first-page":"619","DOI":"10.1111\/j.1470-6431.2008.00689.x","volume":"32","author":"J Kim","year":"2008","unstructured":"Kim, J., & Lee, H.-H. (2008). Consumer product search and purchase behaviour using various retail channels: The role of perceived retail usefulness. International Journal of Consumer Studies, 32(6), 619\u2013627. https:\/\/doi.org\/10.1111\/j.1470-6431.2008.00689.x .","journal-title":"International Journal of Consumer Studies"},{"issue":"4","key":"445_CR87","doi-asserted-by":"publisher","first-page":"284","DOI":"10.1108\/09590550510593211","volume":"33","author":"M Kim","year":"2005","unstructured":"Kim, M., & Stoel, L. (2005). Salesperson roles: Are online retailers meeting customer expectations? International Journal of Retail & Distribution Management, 33(4), 284\u2013297. https:\/\/doi.org\/10.1108\/09590550510593211 .","journal-title":"International Journal of Retail & Distribution Management"},{"issue":"3","key":"445_CR88","doi-asserted-by":"publisher","first-page":"310","DOI":"10.1016\/j.chb.2009.10.013","volume":"26","author":"C Kim","year":"2010","unstructured":"Kim, C., Mirusmonov, M., & Lee, I. (2010). An empirical examination of factors influencing the intention to use Mobile payment. Computers in Human Behavior, 26(3), 310\u2013322. https:\/\/doi.org\/10.1016\/j.chb.2009.10.013 .","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"445_CR89","doi-asserted-by":"publisher","first-page":"26","DOI":"10.1080\/17543266.2016.1177737","volume":"10","author":"H-Y Kim","year":"2017","unstructured":"Kim, H.-Y., Lee, J. Y., Mun, J. M., & Johnson, K. K. P. (2017). Consumer adoption of smart in-store technology: Assessing the predictive value of attitude versus beliefs in the technology acceptance model. International Journal of Fashion Design, Technology and Education, 10(1), 26\u201336. https:\/\/doi.org\/10.1080\/17543266.2016.1177737 .","journal-title":"International Journal of Fashion Design, Technology and Education"},{"issue":"1","key":"445_CR90","doi-asserted-by":"publisher","first-page":"33","DOI":"10.1016\/j.jretai.2006.10.004","volume":"83","author":"M Kleijnen","year":"2007","unstructured":"Kleijnen, M., de Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in Mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83(1), 33\u201346. https:\/\/doi.org\/10.1016\/j.jretai.2006.10.004 .","journal-title":"Journal of Retailing"},{"issue":"1","key":"445_CR91","first-page":"35","volume":"22","author":"IM Klopping","year":"2004","unstructured":"Klopping, I. M., & McKinney, E. (2004). Extending the technology acceptance model and the task-technology fit model to consumer E-commerce. Information Technology, Learning & Performance Journal, 22(1), 35\u201348.","journal-title":"Information Technology, Learning & Performance Journal"},{"issue":"4","key":"445_CR92","doi-asserted-by":"publisher","first-page":"697","DOI":"10.1016\/j.chb.2010.01.006","volume":"26","author":"T Kowatsch","year":"2010","unstructured":"Kowatsch, T., & Maass, W. (2010). In-store consumer behavior: How Mobile recommendation agents influence usage intentions, product purchases, and store preferences. Computers in Human Behavior, 26(4), 697\u2013704. https:\/\/doi.org\/10.1016\/j.chb.2010.01.006 .","journal-title":"Computers in Human Behavior"},{"key":"445_CR93","doi-asserted-by":"publisher","first-page":"433","DOI":"10.1111\/ijmr.12140","volume":"20","author":"A-M Kranzb\u00fchler","year":"2017","unstructured":"Kranzb\u00fchler, A.-M., Kleijnen, M. H. P., Morgan, R. E., & Teerling, M. (2017). The multilevel nature of customer experience research: An integrative review and research agenda. International Journal of Management Reviews, 20, 433\u2013456. https:\/\/doi.org\/10.1111\/ijmr.12140 .","journal-title":"International Journal of Management Reviews"},{"key":"445_CR94","doi-asserted-by":"publisher","first-page":"279","DOI":"10.1007\/978-3-030-00749-2_16","volume-title":"Service design and service thinking in healthcare and hospital management","author":"J Kronqvist","year":"2019","unstructured":"Kronqvist, J., & Leinonen, T. (2019). Redefining Touchpoints: An integrated approach for implementing Omnichannel service concepts. In M. A. Pfannstiel & C. Rasche (Eds.), Service design and service thinking in healthcare and hospital management (pp. 279\u2013288). Cham: Springer. https:\/\/doi.org\/10.1007\/978-3-030-00749-2_16 ."},{"issue":"6","key":"445_CR95","doi-asserted-by":"publisher","first-page":"5056","DOI":"10.35940\/ijeat.F9550.088619","volume":"8","author":"G Kumar","year":"2019","unstructured":"Kumar, G., & Uma, V. R. (2019). An optimized technique to Foster Omnichannel retail experience leveraging key technology dimensions in the context of an emerging digital market. International Journal of Engineering and Advanced Technology, 8(6), 5056\u20135061. https:\/\/doi.org\/10.35940\/ijeat.F9550.088619 .","journal-title":"International Journal of Engineering and Advanced Technology"},{"issue":"1","key":"445_CR96","doi-asserted-by":"publisher","first-page":"96","DOI":"10.1016\/j.jretai.2016.11.003","volume":"93","author":"V Kumar","year":"2017","unstructured":"Kumar, V., Anand, A., & Song, H. (2017). Future of retailer profitability: An organizing framework. Journal of Retailing, 93(1), 96\u2013119. https:\/\/doi.org\/10.1016\/j.jretai.2016.11.003 .","journal-title":"Journal of Retailing"},{"key":"445_CR97","unstructured":"Lazaris, C., Vrechopoulos, A., Doukidis, G., & Fraidaki, K. (2015a). Mobile apps for Omnichannel retailing: Revealing the emerging Showrooming phenomenon. In Proceedings of the 9th Mediterranean Conference on Information Systems (12), 1\u201317.\u00a0https:\/\/aisel.aisnet.org\/mcis2015\/12\/"},{"key":"445_CR98","doi-asserted-by":"publisher","unstructured":"Lazaris, C., Vrechopoulos, A., Doukidis, G., & Fraidaki, K. (2015b). The Interplay of Omniretailing & Store Atmosphere on Consumers\u2019 Purchase Intention towards the Physical Retail Store. In Proceedings of the 12th European, Mediterranean & Middle Eastern Conference on Information Systems, 1-15. https:\/\/doi.org\/10.13140\/RG.2.1.3928.3048","DOI":"10.13140\/RG.2.1.3928.3048"},{"issue":"2","key":"445_CR99","doi-asserted-by":"publisher","first-page":"37","DOI":"10.12776\/qip.v21i2.864","volume":"21","author":"S Lee","year":"2017","unstructured":"Lee, S., & Lim, T. (2017). Retailer\u2019s innovative differentiation method based on customer experience: Focusing mediating effect of Omni-Channel shopper type. Quality Innovation Prosperity, 21(2), 37\u201351. https:\/\/doi.org\/10.12776\/qip.v21i2.864 .","journal-title":"Quality Innovation Prosperity"},{"issue":"6","key":"445_CR100","doi-asserted-by":"publisher","first-page":"69","DOI":"10.1509\/jm.15.0420","volume":"80","author":"KN Lemon","year":"2016","unstructured":"Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69\u201396. https:\/\/doi.org\/10.1509\/jm.15.0420 .","journal-title":"Journal of Marketing"},{"issue":"4","key":"445_CR101","doi-asserted-by":"publisher","first-page":"43","DOI":"10.2753\/JEC1086-4415180402","volume":"18","author":"J Lewis","year":"2014","unstructured":"Lewis, J., Whysall, P., & Foster, C. (2014). Drivers and technology-related obstacles in moving to multichannel retailing. International Journal of Electronic Commerce, 18(4), 43\u201368. https:\/\/doi.org\/10.2753\/JEC1086-4415180402 .","journal-title":"International Journal of Electronic Commerce"},{"issue":"3","key":"445_CR102","doi-asserted-by":"publisher","first-page":"267","DOI":"10.1177\/1094670510375600","volume":"13","author":"B Libai","year":"2010","unstructured":"Libai, B., Bolton, R., B\u00fcgel, M. S., de Ruyter, K., G\u00f6tz, O., Risselada, H., & Stephen, A. T. (2010). Customer-to-customer interactions: Broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267\u2013282. https:\/\/doi.org\/10.1177\/1094670510375600 .","journal-title":"Journal of Service Research"},{"issue":"2","key":"445_CR103","doi-asserted-by":"publisher","first-page":"225","DOI":"10.1007\/s11002-014-9334-x","volume":"26","author":"JS Lim","year":"2015","unstructured":"Lim, J. S., Al-Aali, A., & Heinrichs, J. H. (2015). Impact of satisfaction with e-retailers\u2019 touch points on purchase behavior: The moderating effect of search and experience product type. Marketing Letters, 26(2), 225\u2013235. https:\/\/doi.org\/10.1007\/s11002-014-9334-x .","journal-title":"Marketing Letters"},{"issue":"3","key":"445_CR104","doi-asserted-by":"publisher","first-page":"471","DOI":"10.1108\/IntR-02-2014-0053","volume":"25","author":"F Liu","year":"2015","unstructured":"Liu, F., Zhao, X., Chau, P. Y. K., & Tang, Q. (2015). Roles of perceived value and individual differences in the acceptance of Mobile coupon applications. Internet Research, 25(3), 471\u2013495. https:\/\/doi.org\/10.1108\/IntR-02-2014-0053 .","journal-title":"Internet Research"},{"key":"445_CR105","unstructured":"Lu, J. (2017). Engaging Omni-Channel Consumers During Purchase Decisions. [Doctoral disesrtation, North Carolina State University].\u00a0ProQuest Dissertations and Theses. http:\/\/www.lib.ncsu.edu\/resolver\/1840.20\/33616"},{"key":"445_CR106","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1016\/j.dss.2014.01.008","volume":"61","author":"M Maity","year":"2014","unstructured":"Maity, M., & Dass, M. (2014). Consumer decision-making across modern and traditional channels: E-commerce, M-commerce, in-store. Decision Support Systems, 61, 34\u201346. https:\/\/doi.org\/10.1016\/j.dss.2014.01.008 .","journal-title":"Decision Support Systems"},{"key":"445_CR107","unstructured":"Mayring, P. (2014). Qualitative Content Analysis. Theoretical Foundation, Basic Procedures and Software Solution. Klagenfurt, Austria: Beltz. https:\/\/nbn-resolving.org\/urn:nbn:de:0168-ssoar-395173"},{"key":"445_CR108","doi-asserted-by":"publisher","first-page":"18","DOI":"10.3232\/UBR.2016.V13.N2.01","volume":"50","author":"I Melero","year":"2016","unstructured":"Melero, I., Sese, F. J., & Verhoef, P. C. (2016). Recasting the customer experience in Today\u2019s Omni-Channel environment. Universia Business Review, 50, 18\u201337. https:\/\/doi.org\/10.3232\/UBR.2016.V13.N2.01 .","journal-title":"Universia Business Review"},{"issue":"3","key":"445_CR109","doi-asserted-by":"publisher","first-page":"156","DOI":"10.1080\/07481756.1997.12068936","volume":"30","author":"PF Merenda","year":"1997","unstructured":"Merenda, P. F. (1997). A guide to the proper use of factor analysis in the conduct and reporting of research: Pitfalls to avoid. Measurement and Evaluation in Counseling and Development, 30(3), 156\u2013164. https:\/\/doi.org\/10.1080\/07481756.1997.12068936 .","journal-title":"Measurement and Evaluation in Counseling and Development"},{"issue":"11","key":"445_CR110","doi-asserted-by":"publisher","first-page":"899","DOI":"10.1016\/S0148-2963(01)00276-4","volume":"56","author":"ML Meuter","year":"2003","unstructured":"Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899\u2013906. https:\/\/doi.org\/10.1016\/S0148-2963(01)00276-4 .","journal-title":"Journal of Business Research"},{"issue":"3","key":"445_CR111","doi-asserted-by":"publisher","first-page":"240","DOI":"10.1287\/isre.12.3.240.9709","volume":"12","author":"J Mingers","year":"2001","unstructured":"Mingers, J. (2001). Combining IS research methods: Towards a pluralist methodology. Information Systems Research, 12(3), 240\u2013259. https:\/\/doi.org\/10.1287\/isre.12.3.240.9709 .","journal-title":"Information Systems Research"},{"issue":"3","key":"445_CR112","doi-asserted-by":"publisher","first-page":"233","DOI":"10.1046\/j.1365-2575.2003.00143.x","volume":"13","author":"J Mingers","year":"2003","unstructured":"Mingers, J. (2003). The paucity of multimethod research: A review of the information systems literature. Information Systems Journal, 13(3), 233\u2013249. https:\/\/doi.org\/10.1046\/j.1365-2575.2003.00143.x .","journal-title":"Information Systems Journal"},{"key":"445_CR113","unstructured":"Mirsch, T., Lehrer, C., & Jung, R. (2016). Channel integration towards Omnichannel management: A literature review. In Proceedings of the 20th Pacific Asia Conference on Information Systems (PACIS 2016) (pp. 1\u201317). Chiayi, Taiwan. http:\/\/aisel.aisnet.org\/pacis2016\/288."},{"key":"445_CR114","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1155\/2018\/1057356","volume":"2018","author":"A Mosquera","year":"2018","unstructured":"Mosquera, A., Juaneda-Ayensa, E., Olarte-Pascual, C., & Pelegr\u00edn-Borondo, J. (2018). Key factors for in-store smartphone use in an Omnichannel experience: Millennials vs. Nonmillennials. Complexity, 2018, 1\u201314. https:\/\/doi.org\/10.1155\/2018\/1057356 .","journal-title":"Complexity"},{"issue":"4","key":"445_CR115","doi-asserted-by":"publisher","first-page":"289","DOI":"10.1057\/ejis.2016.2","volume":"25","author":"O M\u00fcller","year":"2016","unstructured":"M\u00fcller, O., Junglas, I., vom Brocke, J., & Debortoli, S. (2016). Utilizing big data analytics for information systems research: Challenges, promises and guidelines. European Journal of Information Systems, 25(4), 289\u2013302. https:\/\/doi.org\/10.1057\/ejis.2016.2 .","journal-title":"European Journal of Information Systems"},{"issue":"1","key":"445_CR116","doi-asserted-by":"publisher","first-page":"31","DOI":"10.1016\/j.jretconser.2008.08.002","volume":"16","author":"G M\u00fcller-Seitz","year":"2009","unstructured":"M\u00fcller-Seitz, G., Dautzenberg, K., Creusen, U., & Stromereder, C. (2009). Customer acceptance of RFID technology: Evidence from the German electronic retail sector. Journal of Retailing and Consumer Services, 16(1), 31\u201339. https:\/\/doi.org\/10.1016\/j.jretconser.2008.08.002 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"7","key":"445_CR117","doi-asserted-by":"publisher","first-page":"925","DOI":"10.1016\/j.respol.2006.04.011","volume":"35","author":"JP Murmann","year":"2006","unstructured":"Murmann, J. P., & Frenken, K. (2006). Toward a systematic framework for research on dominant designs, technological innovations, and industrial change. Research Policy, 35(7), 925\u2013952. https:\/\/doi.org\/10.1016\/j.respol.2006.04.011 .","journal-title":"Research Policy"},{"key":"445_CR118","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1016\/j.techsoc.2018.01.003","volume":"53","author":"T Natarajan","year":"2018","unstructured":"Natarajan, T., Balasubramanian, S. A., & Kasilingam, D. L. (2018). The moderating role of device type and age of users on the intention to use Mobile shopping applications. Technology in Society, 53, 79\u201390. https:\/\/doi.org\/10.1016\/j.techsoc.2018.01.003 .","journal-title":"Technology in Society"},{"issue":"2","key":"445_CR119","doi-asserted-by":"publisher","first-page":"95","DOI":"10.1177\/1094670506293559","volume":"9","author":"SA Neslin","year":"2006","unstructured":"Neslin, S. A., Grewal, D., Leghorn, R., Shankar, V., Teerling, M. L., Thomas, J. S., & Verhoef, P. C. (2006). Challenges and opportunities in multichannel customer management. Journal of Service Research, 9(2), 95\u2013112. https:\/\/doi.org\/10.1177\/1094670506293559 .","journal-title":"Journal of Service Research"},{"issue":"12","key":"445_CR120","doi-asserted-by":"publisher","first-page":"1643","DOI":"10.1016\/j.jbusres.2004.10.005","volume":"58","author":"SM Noble","year":"2005","unstructured":"Noble, S. M., Griffith, D. A., & Weinberger, M. G. (2005). Consumer derived utilitarian value and channel utilization in a Multi-Channel retail context. Journal of Business Research, 58(12), 1643\u20131651. https:\/\/doi.org\/10.1016\/j.jbusres.2004.10.005 .","journal-title":"Journal of Business Research"},{"issue":"1","key":"445_CR121","doi-asserted-by":"publisher","first-page":"73","DOI":"10.1007\/s12599-014-0366-9","volume":"57","author":"R N\u00fcesch","year":"2015","unstructured":"N\u00fcesch, R., Alt, R., & Puschmann, T. (2015). Hybrid customer interaction. Business and Information Systems Engineering, 57(1), 73\u201378. https:\/\/doi.org\/10.1007\/s12599-014-0366-9 .","journal-title":"Business and Information Systems Engineering"},{"issue":"4","key":"445_CR122","doi-asserted-by":"publisher","first-page":"867","DOI":"10.1016\/j.jesp.2009.03.009","volume":"45","author":"DM Oppenheimer","year":"2009","unstructured":"Oppenheimer, D. M., Meyvis, T., & Davidenko, N. (2009). Instructional manipulation checks: Detecting satisficing to increase statistical power. Journal of Experimental Social Psychology, 45(4), 867\u2013872. https:\/\/doi.org\/10.1016\/j.jesp.2009.03.009 .","journal-title":"Journal of Experimental Social Psychology"},{"key":"445_CR123","unstructured":"Ou, C. X. J., Davison, R. M., Pavlou, P. A., & Li, M. Y. (2008). Leveraging Rich Communication Tools: Evidence of Online Trust and Guanxi in China. In Proceedings of the 29th International Conference on Information Systems, 1\u201318. https:\/\/aisel.aisnet.org\/icis2008\/66"},{"issue":"3","key":"445_CR124","doi-asserted-by":"publisher","first-page":"344","DOI":"10.1016\/j.ijinfomgt.2014.03.002","volume":"34","author":"E Pantano","year":"2014","unstructured":"Pantano, E. (2014). Innovation drivers in retail industry. International Journal of Information Management, 34(3), 344\u2013350. https:\/\/doi.org\/10.1016\/j.ijinfomgt.2014.03.002 .","journal-title":"International Journal of Information Management"},{"issue":"6","key":"445_CR125","doi-asserted-by":"publisher","first-page":"958","DOI":"10.1016\/j.jretconser.2014.08.015","volume":"21","author":"E Pantano","year":"2014","unstructured":"Pantano, E., & Migliarese, P. (2014). Exploiting consumer\u2013employee\u2013retailer interactions in technology-enriched retail environments through a relational Lens. Journal of Retailing and Consumer Services, 21(6), 958\u2013965. https:\/\/doi.org\/10.1016\/j.jretconser.2014.08.015 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"445_CR126","doi-asserted-by":"publisher","first-page":"180","DOI":"10.1177\/1094670511401901","volume":"14","author":"L Patr\u00edcio","year":"2011","unstructured":"Patr\u00edcio, L., Fisk, R. P., Cunha, J. F. e., & Constantine, L. (2011). Multilevel service design: From customer value constellation to service experience blueprinting. Journal of Service Research, 14(2), 180\u2013200. https:\/\/doi.org\/10.1177\/1094670511401901 .","journal-title":"Journal of Service Research"},{"key":"445_CR127","doi-asserted-by":"publisher","first-page":"240","DOI":"10.1098\/rspl.1895.0041","volume":"58","author":"K Pearson","year":"1895","unstructured":"Pearson, K. (1895). Note on regression and inheritance in the case of two parents. Proceedings of the Royal Society of London (1854-1905), 58, 240\u2013242. https:\/\/doi.org\/10.1098\/rspl.1895.0041 .","journal-title":"Proceedings of the Royal Society of London (1854-1905)"},{"issue":"6060","key":"445_CR128","doi-asserted-by":"publisher","first-page":"1226","DOI":"10.1126\/science.1213847","volume":"334","author":"RD Peng","year":"2011","unstructured":"Peng, R. D. (2011). Reproducible research in computational science. Science, 334(6060), 1226\u20131227. https:\/\/doi.org\/10.1126\/science.1213847 .","journal-title":"Science"},{"issue":"2","key":"445_CR129","doi-asserted-by":"publisher","first-page":"135","DOI":"10.2307\/3172601","volume":"26","author":"WD Perreault","year":"1989","unstructured":"Perreault, W. D., & Leigh, L. E. (1989). Reliability of nominal data based on qualitative judgments. Journal of Marketing Research, 26(2), 135. https:\/\/doi.org\/10.2307\/3172601 .","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"445_CR130","doi-asserted-by":"publisher","first-page":"418","DOI":"10.1108\/02634501211231883","volume":"30","author":"A Persaud","year":"2012","unstructured":"Persaud, A., & Azhar, I. (2012). Innovative Mobile marketing via smartphones: Are consumers ready? Marketing Intelligence & Planning, 30(4), 418\u2013443. https:\/\/doi.org\/10.1108\/02634501211231883 .","journal-title":"Marketing Intelligence & Planning"},{"issue":"4","key":"445_CR131","doi-asserted-by":"publisher","first-page":"763","DOI":"10.1108\/JOSM-01-2017-0016","volume":"28","author":"F Ponsignon","year":"2017","unstructured":"Ponsignon, F., Durrieu, F., & Bouzdine-Chameeva, T. (2017). Customer experience design: A case study in the cultural sector. Journal of Service Management, 28(4), 763\u2013787. https:\/\/doi.org\/10.1108\/JOSM-01-2017-0016 .","journal-title":"Journal of Service Management"},{"key":"445_CR132","doi-asserted-by":"publisher","DOI":"10.1007\/978-1-349-14865-3","volume-title":"The competitive advantage: Creating and sustaining superior performance","author":"ME Porter","year":"1998","unstructured":"Porter, M. E. (1998). The competitive advantage: Creating and sustaining superior performance. New York: Free Press."},{"key":"445_CR133","doi-asserted-by":"publisher","unstructured":"Recker, J. (2013). Scientific research in information Systems: A Beginner\u2019s Guide. Springer Berlin Heidelberg. https:\/\/doi.org\/10.1007\/978-3-642-30048-6.","DOI":"10.1007\/978-3-642-30048-6"},{"issue":"5","key":"445_CR134","doi-asserted-by":"publisher","first-page":"836","DOI":"10.1016\/j.jretconser.2014.02.015","volume":"21","author":"S Renko","year":"2014","unstructured":"Renko, S., & Druzijanic, M. (2014). Perceived usefulness of innovative Technology in Retailing: Consumers\u2019 and retailers point of view. Journal of Retailing and Consumer Services, 21(5), 836\u2013843. https:\/\/doi.org\/10.1016\/j.jretconser.2014.02.015 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"3","key":"445_CR135","doi-asserted-by":"publisher","first-page":"216","DOI":"10.1080\/10196780802265728","volume":"18","author":"F Resatsch","year":"2008","unstructured":"Resatsch, F., Sandner, U., Leimeister, J. M., & Krcmar, H. (2008). Do point of Sale RFID-based information services make a difference? Analyzing consumer perceptions for designing smart product information Services in Retail Business. Electronic Markets, 18(3), 216\u2013231. https:\/\/doi.org\/10.1080\/10196780802265728 .","journal-title":"Electronic Markets"},{"key":"445_CR136","unstructured":"Richardson, A. (2010). Using Customer Journey Maps to Improve Customer Experience. Harvard Business Review, 15(1), 2\u20135. https:\/\/hbr.org\/2010\/11\/using-customer-journey-maps-to"},{"key":"445_CR137","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-93527-0_10","volume-title":"Web Information Systems and Technologies. WEBIST 2017. Lecture Notes in Business Information Processing, vol 322 (pp. 202\u2013220)","author":"C Rieger","year":"2018","unstructured":"Rieger, C., & Majchrzak, T. A. (2018). A taxonomy for app-enabled devices: Mastering the Mobile device jungle. In T. A. Majchrzak, P. Traverso, K. Krempels, & V. Monfort (Eds.), Web Information Systems and Technologies. WEBIST 2017. Lecture Notes in Business Information Processing, vol 322 (pp. 202\u2013220). Porto, Portugal: Springer, Cham. https:\/\/doi.org\/10.1007\/978-3-319-93527-0_10 ."},{"key":"445_CR138","unstructured":"Ripley, B. (2020). Package \u201cMASS\u201d: Support Functions and Datasets for Venables and Ripley\u2019s MASS. https:\/\/cran.r-project.org\/web\/packages\/MASS\/MASS.pdf. Accessed 26 October 2020."},{"issue":"1","key":"445_CR139","doi-asserted-by":"publisher","first-page":"75","DOI":"10.1177\/0894439307307687","volume":"26","author":"M Rothensee","year":"2008","unstructured":"Rothensee, M., & Spiekermann, S. (2008). Between extreme rejection and cautious acceptance: Consumers\u2019 reaction to RFID-based IS in retail. Social Science Computer Review, 26(1), 75\u201386. https:\/\/doi.org\/10.1177\/0894439307307687 .","journal-title":"Social Science Computer Review"},{"issue":"3","key":"445_CR140","doi-asserted-by":"publisher","first-page":"339","DOI":"10.1108\/10662240610673736","volume":"16","author":"J Rowley","year":"2006","unstructured":"Rowley, J. (2006). An analysis of the E-service literature: Towards a research agenda. Internet Research, 16(3), 339\u2013359. https:\/\/doi.org\/10.1108\/10662240610673736 .","journal-title":"Internet Research"},{"key":"445_CR141","doi-asserted-by":"publisher","first-page":"257","DOI":"10.1016\/j.techfore.2016.09.022","volume":"124","author":"SK Roy","year":"2017","unstructured":"Roy, S. K., Balaji, M. S., Sadeque, S., Nguyen, B., & Melewar, T. C. (2017). Constituents and consequences of smart customer experience in retailing. Technological Forecasting and Social Change, 124, 257\u2013270. https:\/\/doi.org\/10.1016\/j.techfore.2016.09.022 .","journal-title":"Technological Forecasting and Social Change"},{"key":"445_CR142","doi-asserted-by":"publisher","first-page":"147","DOI":"10.1016\/j.jretconser.2018.02.005","volume":"42","author":"SK Roy","year":"2018","unstructured":"Roy, S. K., Balaji, M. S., Quazi, A., & Quaddus, M. (2018). Predictors of customer acceptance of and resistance to smart Technologies in the Retail Sector. Journal of Retailing and Consumer Services, 42, 147\u2013160. https:\/\/doi.org\/10.1016\/j.jretconser.2018.02.005 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"15\u201316","key":"445_CR143","doi-asserted-by":"publisher","first-page":"1480","DOI":"10.1080\/0267257X.2019.1680569","volume":"35","author":"SK Roy","year":"2019","unstructured":"Roy, S. K., Singh, G., Hope, M., Nguyen, B., & Harrigan, P. (2019). The rise of smart consumers: Role of smart Servicescape and smart consumer experience co-creation. Journal of Marketing Management, 35(15\u201316), 1480\u20131513. https:\/\/doi.org\/10.1080\/0267257X.2019.1680569 .","journal-title":"Journal of Marketing Management"},{"key":"445_CR144","doi-asserted-by":"publisher","first-page":"53","DOI":"10.1016\/j.jbusres.2017.03.025","volume":"77","author":"S Saghiri","year":"2017","unstructured":"Saghiri, S., Wilding, R., Mena, C., & Bourlakis, M. (2017). Toward a three-dimensional framework for Omni-Channel. Journal of Business Research, 77, 53\u201367. https:\/\/doi.org\/10.1016\/j.jbusres.2017.03.025 .","journal-title":"Journal of Business Research"},{"issue":"4","key":"445_CR145","doi-asserted-by":"publisher","first-page":"397","DOI":"10.1080\/09593969.2010.504006","volume":"20","author":"S Sands","year":"2010","unstructured":"Sands, S., Ferraro, C., & Luxton, S. (2010). Does the Online Channel pay? A comparison of online versus offline information search on physical store spend. The International Review of Retail, Distribution and Consumer Research, 20(4), 397\u2013410. https:\/\/doi.org\/10.1080\/09593969.2010.504006 .","journal-title":"The International Review of Retail, Distribution and Consumer Research"},{"issue":"3","key":"445_CR146","doi-asserted-by":"publisher","first-page":"209","DOI":"10.1016\/j.elerap.2009.07.005","volume":"9","author":"PG Schierz","year":"2010","unstructured":"Schierz, P. G., Schilke, O., & Wirtz, B. W. (2010). Understanding consumer acceptance of Mobile payment services: An empirical analysis. Electronic Commerce Research and Applications, 9(3), 209\u2013216. https:\/\/doi.org\/10.1016\/j.elerap.2009.07.005 .","journal-title":"Electronic Commerce Research and Applications"},{"issue":"1","key":"445_CR147","doi-asserted-by":"publisher","first-page":"19","DOI":"10.1362\/147539207X198356","volume":"6","author":"H Schramm-Klein","year":"2007","unstructured":"Schramm-Klein, H., Swoboda, B., & Morschett, D. (2007). Internet vs. brick-and-mortar stores - Analysing the influence of shopping motives on Retail Channel choice among internet users. Journal of Customer Behaviour, 6(1), 19\u201336. https:\/\/doi.org\/10.1362\/147539207X198356 .","journal-title":"Journal of Customer Behaviour"},{"key":"445_CR148","doi-asserted-by":"publisher","first-page":"131","DOI":"10.1007\/978-3-030-17523-8_7","volume-title":"The synergy of business theory and practice: Advancing the practical application of scholarly research","author":"P Signori","year":"2019","unstructured":"Signori, P., Gozzo, I., Flint, D. J., Milfeld, T., & Satinover Nichols, B. (2019). Sustainable customer experience: Bridging theory and practice. In A. Thrassou, D. Vrontis, Y. Weber, S. M. R. Shams, & E. Tsoukatos (Eds.), The synergy of business theory and practice: Advancing the practical application of scholarly research (pp. 131\u2013174). Cham: Palgrave Macmillan. https:\/\/doi.org\/10.1007\/978-3-030-17523-8_7 ."},{"issue":"1","key":"445_CR149","doi-asserted-by":"publisher","first-page":"72","DOI":"10.2307\/1412159","volume":"15","author":"C Spearman","year":"1904","unstructured":"Spearman, C. (1904). The proof and measurement of association between two things. The American Journal of Psychology, 15(1), 72. https:\/\/doi.org\/10.2307\/1412159 .","journal-title":"The American Journal of Psychology"},{"key":"445_CR150","doi-asserted-by":"publisher","first-page":"8","DOI":"10.1016\/j.jretconser.2015.12.001","volume":"30","author":"A Stein","year":"2016","unstructured":"Stein, A., & Ramaseshan, B. (2016). Towards the identification of customer experience touch point elements. Journal of Retailing and Consumer Services, 30, 8\u201319. https:\/\/doi.org\/10.1016\/j.jretconser.2015.12.001 .","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"September","key":"445_CR151","doi-asserted-by":"publisher","first-page":"321","DOI":"10.1016\/j.jbusres.2017.09.027","volume":"86","author":"LQ Steven","year":"2018","unstructured":"Steven, L. Q., Pattnaik, C., Xiao, J., & Voola, R. (2018). Cross-National Variation in consumers\u2019 Retail Channel selection in a multichannel environment: Evidence from Asia-Pacific countries. Journal of Business Research, 86(September), 321\u2013332. https:\/\/doi.org\/10.1016\/j.jbusres.2017.09.027 .","journal-title":"Journal of Business Research"},{"issue":"2","key":"445_CR152","doi-asserted-by":"publisher","first-page":"110","DOI":"10.1108\/JRIM-06-2014-0039","volume":"9","author":"K Straker","year":"2015","unstructured":"Straker, K., Wrigley, C., & Rosemann, M. (2015). Typologies and Touchpoints: Designing Multi-Channel digital strategies. Journal of Research in Interactive Marketing, 9(2), 110\u2013128. https:\/\/doi.org\/10.1108\/JRIM-06-2014-0039 .","journal-title":"Journal of Research in Interactive Marketing"},{"issue":"2","key":"445_CR153","doi-asserted-by":"publisher","first-page":"271","DOI":"10.1016\/j.respol.2003.07.001","volume":"33","author":"FF Su\u00e1rez","year":"2004","unstructured":"Su\u00e1rez, F. F. (2004). Battles for technological dominance: An integrative framework. Research Policy, 33(2), 271\u2013286. https:\/\/doi.org\/10.1016\/j.respol.2003.07.001 .","journal-title":"Research Policy"},{"issue":"6","key":"445_CR154","doi-asserted-by":"publisher","first-page":"415","DOI":"10.1002\/smj.4250160602","volume":"16","author":"FF Su\u00e1rez","year":"1995","unstructured":"Su\u00e1rez, F. F., & Utterback, J. M. (1995). Dominant designs and the survival of firms. Strategic Management Journal, 16(6), 415\u2013430. https:\/\/doi.org\/10.1002\/smj.4250160602 .","journal-title":"Strategic Management Journal"},{"issue":"1","key":"445_CR155","doi-asserted-by":"publisher","first-page":"75","DOI":"10.2298\/CSIS160902033S","volume":"14","author":"B Sumak","year":"2017","unstructured":"Sumak, B., Hericko, M., Budimac, Z., & Pusnik, M. (2017). Investigation of moderator factors in E-business adoption: A quantitative meta-analysis of moderating effects on the drivers of intention and behavior. Computer Science and Information Systems, 14(1), 75\u2013102. https:\/\/doi.org\/10.2298\/CSIS160902033S .","journal-title":"Computer Science and Information Systems"},{"key":"445_CR156","doi-asserted-by":"publisher","first-page":"151","DOI":"10.1109\/ICACSIS.2018.8618249","volume-title":"Proceedings of the 10th international conference on advanced computer science and information systems (ICACSIS 2018)","author":"H Susanto","year":"2018","unstructured":"Susanto, H., Sucahyo, Y. G., Ruldeviyani, Y., & Gandhi, A. (2018). Analysis of factors that influence purchase intention on Omni-Channel services. In Proceedings of the 10th international conference on advanced computer science and information systems (ICACSIS 2018) (pp. 151\u2013155). Yogyakarta: IEEE. https:\/\/doi.org\/10.1109\/ICACSIS.2018.8618249 ."},{"issue":"2","key":"445_CR157","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1080\/0144929X.2018.1427793","volume":"37","author":"H Taherdoost","year":"2018","unstructured":"Taherdoost, H. (2018). Development of an adoption model to assess user acceptance of E-service technology: E-service technology acceptance model. Behaviour & Information Technology, 37(2), 173\u2013197. https:\/\/doi.org\/10.1080\/0144929X.2018.1427793 .","journal-title":"Behaviour & Information Technology"},{"issue":"1","key":"445_CR158","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1362\/147539219X15633616548498","volume":"18","author":"O Tyrv\u00e4inen","year":"2019","unstructured":"Tyrv\u00e4inen, O., & Karjaluoto, H. (2019). Omnichannel experience: Towards successful channel integration in retail. Journal of Customer Behaviour, 18(1), 17\u201334. https:\/\/doi.org\/10.1362\/147539219X15633616548498 .","journal-title":"Journal of Customer Behaviour"},{"issue":"12","key":"445_CR159","doi-asserted-by":"publisher","first-page":"124","DOI":"10.14569\/IJACSA.2013.041218","volume":"4","author":"I Uitz","year":"2013","unstructured":"Uitz, I., & Koitz, R. (2013). Consumer acceptance of location based Services in the Retail Environment. International Journal of Advanced Computer Science and Applications, 4(12), 124\u2013131. https:\/\/doi.org\/10.14569\/IJACSA.2013.041218 .","journal-title":"International Journal of Advanced Computer Science and Applications"},{"issue":"1","key":"445_CR160","doi-asserted-by":"publisher","first-page":"296","DOI":"10.1108\/ITP-02-2018-0113","volume":"33","author":"V Vannucci","year":"2019","unstructured":"Vannucci, V., & Pantano, E. (2019). Digital or human Touchpoints? Insights from consumer-facing in-store services. Information Technology & People, 33(1), 296\u2013310. https:\/\/doi.org\/10.1108\/ITP-02-2018-0113 .","journal-title":"Information Technology & People"},{"issue":"1","key":"445_CR161","doi-asserted-by":"publisher","first-page":"25","DOI":"10.1007\/s11747-007-0068-7","volume":"36","author":"SL Vargo","year":"2008","unstructured":"Vargo, S. L., & Lusch, R. F. (2008). Why \u201cservice\u201d? Journal of the Academy of Marketing Science, 36(1), 25\u201338. https:\/\/doi.org\/10.1007\/s11747-007-0068-7 .","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"3","key":"445_CR162","doi-asserted-by":"publisher","first-page":"425","DOI":"10.2307\/30036540","volume":"27","author":"V Venkatesh","year":"2003","unstructured":"Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425. https:\/\/doi.org\/10.2307\/30036540 .","journal-title":"MIS Quarterly"},{"issue":"1","key":"445_CR163","doi-asserted-by":"publisher","first-page":"157","DOI":"10.2307\/41410412","volume":"36","author":"V Venkatesh","year":"2012","unstructured":"Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157\u2013178. https:\/\/doi.org\/10.2307\/41410412 .","journal-title":"MIS Quarterly"},{"issue":"2","key":"445_CR164","doi-asserted-by":"publisher","first-page":"174","DOI":"10.1016\/j.jretai.2015.02.005","volume":"91","author":"PC Verhoef","year":"2015","unstructured":"Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From Multi-Channel retailing to Omni-Channel retailing: Introduction to the special issue on Multi-Channel retailing. Journal of Retailing, 91(2), 174\u2013181. https:\/\/doi.org\/10.1016\/j.jretai.2015.02.005 .","journal-title":"Journal of Retailing"},{"key":"445_CR165","doi-asserted-by":"publisher","first-page":"217","DOI":"10.1016\/j.techfore.2018.02.004","volume":"132","author":"F von Briel","year":"2018","unstructured":"von Briel, F. (2018). The future of Omnichannel retail: A four-stage Delphi study. Technological Forecasting and Social Change, 132, 217\u2013229. https:\/\/doi.org\/10.1016\/j.techfore.2018.02.004 .","journal-title":"Technological Forecasting and Social Change"},{"key":"445_CR166","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.dss.2018.05.006","volume":"113","author":"B von Helversen","year":"2018","unstructured":"von Helversen, B., Abramczuk, K., Kope\u0107, W., & Nielek, R. (2018). Influence of consumer reviews on online purchasing decisions in older and younger adults. Decision Support Systems, 113, 1\u201310. https:\/\/doi.org\/10.1016\/j.dss.2018.05.006 .","journal-title":"Decision Support Systems"},{"issue":"April","key":"445_CR167","doi-asserted-by":"publisher","first-page":"269","DOI":"10.1016\/j.jbusres.2017.04.014","volume":"79","author":"CM Voorhees","year":"2017","unstructured":"Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017). Service encounters, experiences and the customer journey: Defining the field and a call to expand our Lens. Journal of Business Research, 79(April), 269\u2013280. https:\/\/doi.org\/10.1016\/j.jbusres.2017.04.014 .","journal-title":"Journal of Business Research"},{"key":"445_CR168","unstructured":"Vuckovac, D., Fritzen, P., Fuchs, K, L., & Ilic, A. (2017). From shopping aids to fully autonomous Mobile self-checkouts \u2013 A field study in retail. In Proceedings of the 13th International Conference on Wirtschaftsinformatik, 927\u2013941."},{"key":"445_CR169","unstructured":"Wagner, G. (2015). Multichannel E-Commerce: Consumer Behavior Across E-Channels and E-Channel Touchpoints. [Doctoral Dissertation, Siegen University]. https:\/\/dspace.ub.uni-siegen.de\/handle\/ubsi\/941."},{"issue":"2","key":"445_CR170","doi-asserted-by":"publisher","first-page":"130","DOI":"10.1016\/j.jretconser.2009.11.003","volume":"17","author":"G Walsh","year":"2010","unstructured":"Walsh, G., Hennig-Thurau, T., Sassenberg, K., & Bornemann, D. (2010). Does relationship quality matter in E-services? A comparison of online and offline retailing. Journal of Retailing and Consumer Services, 17(2), 130\u2013142. https:\/\/doi.org\/10.1016\/j.jretconser.2009.11.003 .","journal-title":"Journal of Retailing and Consumer Services"},{"key":"445_CR171","doi-asserted-by":"publisher","unstructured":"Wang, Y. (2011). Antecedents of Review and Recommendation Systems Acceptance. [Doctoral Dissertaiton, Iowa State University] Iowa State University digital repository. Retrieved from https:\/\/doi.org\/10.31274\/etd-180810-2706.","DOI":"10.31274\/etd-180810-2706"},{"issue":"1","key":"445_CR172","doi-asserted-by":"publisher","first-page":"158","DOI":"10.1016\/j.giq.2008.07.001","volume":"26","author":"Y-S Wang","year":"2009","unstructured":"Wang, Y.-S., & Shih, Y.-W. (2009). Why do people use information kiosks? A validation of the unified theory of acceptance and use of technology. Government Information Quarterly, 26(1), 158\u2013165. https:\/\/doi.org\/10.1016\/j.giq.2008.07.001 .","journal-title":"Government Information Quarterly"},{"issue":"3","key":"445_CR173","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1016\/0022-1031(85)90017-4","volume":"21","author":"PR Warshaw","year":"1985","unstructured":"Warshaw, P. R., & Davis, F. D. (1985). Disentangling behavioral intention and behavioral expectation. Journal of Experimental Social Psychology, 21(3), 213\u2013228. https:\/\/doi.org\/10.1016\/0022-1031(85)90017-4 .","journal-title":"Journal of Experimental Social Psychology"},{"issue":"1","key":"445_CR174","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1177\/1094670507302990","volume":"10","author":"B Weijters","year":"2007","unstructured":"Weijters, B., Rangarajan, D., Falk, T., & Schillewaert, N. (2007). Determinants and outcomes of customers\u2019 use of self-Service Technology in a Retail Setting. Journal of Service Research, 10(1), 3\u201321. https:\/\/doi.org\/10.1177\/1094670507302990 .","journal-title":"Journal of Service Research"},{"key":"445_CR175","unstructured":"Weinhard, A., Hauser, M., & Thiesse, F. (2017). Explaining Adoption of Pervasive Retail Systems with a Model Based on UTAUT2 and the Extended Privacy Calculus. In Proceedings of the 21st Pacific Asia Conference on Information Systems, 1\u201313. https:\/\/aisel.aisnet.org\/pacis2017\/217"},{"key":"445_CR176","doi-asserted-by":"publisher","first-page":"114","DOI":"10.1007\/978-3-319-58484-3_10","volume-title":"HCI in business, government and organizations. Supporting business","author":"W Wetzlinger","year":"2017","unstructured":"Wetzlinger, W., Auinger, A., Kindermann, H., & Sch\u00f6nberger, W. (2017). Acceptance of personalization in Omnichannel retailing. In F. F.-H. Nah & C.-H. Tan (Eds.), HCI in business, government and organizations. Supporting business (pp. 114\u2013129). Cham: Springer International Publishing. https:\/\/doi.org\/10.1007\/978-3-319-58484-3_10 ."},{"key":"445_CR177","doi-asserted-by":"publisher","first-page":"228","DOI":"10.1016\/j.techfore.2016.10.066","volume":"124","author":"K Willems","year":"2017","unstructured":"Willems, K., Smolders, A., Brengman, M., Luyten, K., & Sch\u00f6ning, J. (2017). The path-to-purchase is paved with digital opportunities: An inventory of shopper-oriented retail technologies. Technological Forecasting and Social Change, 124, 228\u2013242. https:\/\/doi.org\/10.1016\/j.techfore.2016.10.066 .","journal-title":"Technological Forecasting and Social Change"},{"issue":"3","key":"445_CR178","doi-asserted-by":"publisher","first-page":"1","DOI":"10.33151\/ajp.8.3.93","volume":"8","author":"B Williams","year":"2010","unstructured":"Williams, B., Onsman, A., & Brown, T. (2010). Exploratory factor analysis: A five-step guide for novices. Australasian Journal of Paramedicine, 8(3), 1\u201313. https:\/\/doi.org\/10.33151\/ajp.8.3.93 .","journal-title":"Australasian Journal of Paramedicine"},{"key":"445_CR179","unstructured":"Wurmser, Y. (2014). The state of Omnichannel retail: Retailers playing catch-up with consumers. eMarketer. USA. https:\/\/www.emarketer.com\/go\/omnichannelretail"},{"issue":"2","key":"445_CR180","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1037\/h0025848","volume":"9","author":"RB Zajonc","year":"1968","unstructured":"Zajonc, R. B. (1968). Attitudinal effects of mere exposure. Journal of Personality and Social Psychology, 9(2), 1\u201327. https:\/\/doi.org\/10.1037\/h0025848 .","journal-title":"Journal of Personality and Social Psychology"},{"key":"445_CR181","volume-title":"Services marketing: Integrating customer focus across the firm","author":"VA Zeithaml","year":"2017","unstructured":"Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). New York City: McGraw-Hill.","edition":"7"},{"issue":"1","key":"445_CR182","doi-asserted-by":"publisher","first-page":"16","DOI":"10.4018\/IJISSS.2020010102","volume":"12","author":"W Zhao","year":"2020","unstructured":"Zhao, W., & Deng, N. (2020). Examining the channel choice of experience-oriented customers in Omni-Channel retailing. International Journal of Information Systems in the Service Sector, 12(1), 16\u201327. https:\/\/doi.org\/10.4018\/IJISSS.2020010102 .","journal-title":"International Journal of Information Systems in the Service Sector"},{"issue":"6","key":"445_CR183","doi-asserted-by":"publisher","first-page":"553","DOI":"10.1504\/IJMC.2016.079300","volume":"14","author":"T Zhou","year":"2016","unstructured":"Zhou, T. (2016). Understanding location-based services continuance: An IS success model perspective. International Journal of Mobile Communications, 14(6), 553\u2013567. https:\/\/doi.org\/10.1504\/IJMC.2016.079300 .","journal-title":"International Journal of Mobile Communications"}],"container-title":["Electronic Markets"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s12525-020-00445-0.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s12525-020-00445-0\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s12525-020-00445-0.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,2,27]],"date-time":"2023-02-27T08:27:35Z","timestamp":1677486455000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s12525-020-00445-0"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,11,20]]},"references-count":183,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2022,6]]}},"alternative-id":["445"],"URL":"https:\/\/doi.org\/10.1007\/s12525-020-00445-0","relation":{},"ISSN":["1019-6781","1422-8890"],"issn-type":[{"value":"1019-6781","type":"print"},{"value":"1422-8890","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020,11,20]]},"assertion":[{"value":"24 May 2019","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"16 October 2020","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"20 November 2020","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Compliance with ethical standards"}},{"value":"The authors declare that they have no competing interests.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}]}}