{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,4]],"date-time":"2026-06-04T01:52:45Z","timestamp":1780537965741,"version":"3.54.1"},"reference-count":76,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2023,5,23]],"date-time":"2023-05-23T00:00:00Z","timestamp":1684800000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["INTR"],"published-print":{"date-parts":[[2024,5,21]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This study aims to examine whether customer trust is influenced by the congruence and incongruence between customers' perceptions of two types of omnichannel integration\u2014perceived transactional integration (PTI) and perceived relational integration (PRI). The authors further considered the perceived effectiveness of e-commerce institutional mechanisms (PEEIM) as the boundary condition of omnichannel integration's effect.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Drawing upon the stereotype content model, this study hypothesizes the influences of PTI and PRI on customer trust wherein PEEIM moderates the relationships. The research model was empirically examined based on the responses surface analysis of survey data collected from 311 omnichannel customers.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Results showed that when PTI and PRI are congruent, customers are inclined to trust brands that have high levels of PTI and PRI rather than low levels of PTI and PRI. Moreover, the incongruence between PTI and PRI is positively related to customer trust. PEEIM was found to weaken the congruence effect while strengthening the incongruence effect. The authors also examined customer distrust as another relational outcome to provide a robust check.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study uncovers customer cognition of omnichannel integration and examines the influences on customer trust, therefore contributing to our understanding of omnichannel integration's effect from the customer perspective. Findings from this research provide insights for brand managers on deploying channel integration strategies and institutional mechanisms to manage customer trust.<\/jats:p><\/jats:sec>","DOI":"10.1108\/intr-03-2022-0222","type":"journal-article","created":{"date-parts":[[2023,5,22]],"date-time":"2023-05-22T07:20:33Z","timestamp":1684740033000},"page":"1077-1103","source":"Crossref","is-referenced-by-count":13,"title":["Disentangling the relationship between omnichannel integration and customer trust: a response surface analysis"],"prefix":"10.1108","volume":"34","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-4985-4181","authenticated-orcid":false,"given":"Yang","family":"Li","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-8413-4644","authenticated-orcid":false,"given":"Jie","family":"Fang","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-2076-1571","authenticated-orcid":false,"given":"Shuai","family":"Yuan","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-8705-4164","authenticated-orcid":false,"given":"Zhao","family":"Cai","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2023,5,23]]},"reference":[{"issue":"2","key":"key2024052107015608600_ref001","doi-asserted-by":"crossref","first-page":"224","DOI":"10.1086\/651566","article-title":"Nonprofits are seen as warm and for\u2010profits as competent: firm stereotypes matter","volume":"37","year":"2010","journal-title":"Journal of Consumer Research"},{"issue":"2","key":"key2024052107015608600_ref002","doi-asserted-by":"crossref","first-page":"191","DOI":"10.1016\/j.jcps.2011.11.012","article-title":"Cultivating admiration in brands: warmth, competence, and landing in the \u2018golden quadrant\u2019","volume":"22","year":"2012","journal-title":"Journal of Consumer Psychology"},{"issue":"3","key":"key2024052107015608600_ref003","doi-asserted-by":"crossref","first-page":"396","DOI":"10.1177\/002224377701400320","article-title":"Estimating nonresponse bias in mail surveys","volume":"14","year":"1977","journal-title":"Journal of Marketing Research"},{"issue":"2","key":"key2024052107015608600_ref004","doi-asserted-by":"crossref","first-page":"474","DOI":"10.1287\/isre.1110.0357","article-title":"Expectation confirmation in technology use","volume":"23","year":"2012","journal-title":"Information Systems Research"},{"issue":"3","key":"key2024052107015608600_ref005","doi-asserted-by":"crossref","first-page":"729","DOI":"10.25300\/MISQ\/2014\/38.3.05","article-title":"Expectation confirmation in information systems research","volume":"38","year":"2014","journal-title":"MIS Quarterly"},{"issue":"2","key":"key2024052107015608600_ref006","doi-asserted-by":"crossref","first-page":"198","DOI":"10.1016\/j.jretai.2014.12.005","article-title":"The impact of cross-channel integration on retailers' sales growth","volume":"91","year":"2015","journal-title":"Journal of Retailing"},{"issue":"May","key":"key2024052107015608600_ref007","first-page":"1","article-title":"Omnichannel business research: opportunities and challenges","volume":"109","year":"2018","journal-title":"Decision Support Systems"},{"issue":"1","key":"key2024052107015608600_ref008","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1016\/j.jretai.2005.11.002","article-title":"The mechanism of trust and distrust formation and their relational outcomes","volume":"82","year":"2006","journal-title":"Journal of Retailing"},{"issue":"8","key":"key2024052107015608600_ref009","doi-asserted-by":"crossref","first-page":"1052","DOI":"10.1016\/j.jbusres.2012.08.020","article-title":"To be or not to be green: exploring individualism and collectivism as antecedents of environmental behavior","volume":"66","year":"2013","journal-title":"Journal of Business Research"},{"issue":"7","key":"key2024052107015608600_ref010","doi-asserted-by":"crossref","first-page":"820","DOI":"10.1002\/smj.974","article-title":"Under a cloud of suspicion: trust, distrust, and their interactive effect in interorganizational contracting","volume":"33","year":"2012","journal-title":"Strategic Management Journal"},{"issue":"1","key":"key2024052107015608600_ref011","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1348\/014466608X314935","article-title":"Stereotype content model across cultures: towards universal similarities and some differences","volume":"48","year":"2009","journal-title":"British Journal of Social Psychology"},{"key":"key2024052107015608600_ref012","doi-asserted-by":"crossref","unstructured":"Edwards, J.R. 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