{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,9]],"date-time":"2026-04-09T12:35:54Z","timestamp":1775738154425,"version":"3.50.1"},"reference-count":156,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2022,6,8]],"date-time":"2022-06-08T00:00:00Z","timestamp":1654646400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2023,4,11]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This study employed the commitment\u2013trust theory in social psychology and relationship marketing to explore female customers' perception of channel integration quality in omnichannel retailing and its influence on their relationship commitment to and trust in the relationship with retailers, and thus on their stickiness. Channel integration quality consists of two dimensions: channel service configuration (channel choice breadth and channel service transparency) and integrated interactions (content consistency, process consistency and perceived fluency).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The study was carried out via a questionnaire survey, to which 868 valid responses were collected. The partial least squares technique was used to test the hypotheses.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Channel service transparency and perceived fluency influence relationship commitment; content consistency, process consistency and perceived fluency all have significant effects on trust. Interestingly, although less influential than integrated interactions, channel service configuration is the foundation of channel integration quality, testifying to its significant role.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study provides strong evidence on how channel integration quality affects customer stickiness. Moreover, this study replicates the finding of significant relationships among relationship commitment, trust and stickiness in omnichannel retailing.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-01-2021-0063","type":"journal-article","created":{"date-parts":[[2022,6,7]],"date-time":"2022-06-07T11:01:47Z","timestamp":1654599707000},"page":"1126-1159","source":"Crossref","is-referenced-by-count":51,"title":["A binding tie: why do customers stick to omnichannel retailers?"],"prefix":"10.1108","volume":"36","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-3540-020X","authenticated-orcid":false,"given":"Sheng-Wei","family":"Lin","sequence":"first","affiliation":[]},{"given":"Eugenia Y.","family":"Huang","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4084-2988","authenticated-orcid":false,"given":"Kai-Teng","family":"Cheng","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2022,6,8]]},"reference":[{"issue":"7","key":"key2023041005520363900_ref001","doi-asserted-by":"crossref","first-page":"567","DOI":"10.1080\/0965254X.2021.1937284","article-title":"What omnichannel really means?","volume":"29","year":"2021","journal-title":"Journal of Strategic Marketing"},{"issue":"1","key":"key2023041005520363900_ref002","doi-asserted-by":"crossref","first-page":"38","DOI":"10.1177\/002224377301000106","article-title":"Consumer dissatisfaction: the effect of disconfirmed expectancy on perceived product performance","volume":"10","year":"1973","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2023041005520363900_ref003","doi-asserted-by":"crossref","first-page":"74","DOI":"10.1007\/BF02723327","article-title":"On the evaluation of structural equation models","volume":"16","year":"1988","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"4","key":"key2023041005520363900_ref004","doi-asserted-by":"crossref","first-page":"460","DOI":"10.1177\/1094670514539395","article-title":"Misalignment and its influence on integration quality in multichannel services","volume":"17","year":"2014","journal-title":"Journal of Service Research"},{"issue":"3","key":"key2023041005520363900_ref005","doi-asserted-by":"crossref","first-page":"234","DOI":"10.1177\/0092070304263332","article-title":"A three-component model of customer to service providers","volume":"32","year":"2004","journal-title":"Journal of the Academy of Marketing Science"},{"key":"key2023041005520363900_ref006","doi-asserted-by":"crossref","first-page":"116","DOI":"10.1016\/j.intmar.2018.02.001","article-title":"Understanding the omnichannel customer journey: determinants of interaction choice","volume":"43","year":"2018","journal-title":"Journal of Interactive Marketing"},{"key":"key2023041005520363900_ref007","doi-asserted-by":"crossref","first-page":"170","DOI":"10.1016\/j.jretconser.2015.08.001","article-title":"Categorization of multiple channel retailing in multi-, cross-, and omni-channel retailing for retailers and retailing","volume":"27","year":"2015","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"1","key":"key2023041005520363900_ref008","first-page":"45","article-title":"How to win in an omnichannel world","volume":"56","year":"2014","journal-title":"MIT Sloan Management Review"},{"issue":"4","key":"key2023041005520363900_ref009","doi-asserted-by":"crossref","first-page":"313","DOI":"10.1177\/1094670504273964","article-title":"Online\/in-store integration and customer retention","volume":"7","year":"2005","journal-title":"Journal of Service Research"},{"issue":"4","key":"key2023041005520363900_ref010","first-page":"23","article-title":"Competing in the age of omnichannel retailing","volume":"54","year":"2013","journal-title":"MIT Sloan Management Review"},{"key":"key2023041005520363900_ref011","unstructured":"Businessinsider (2020), \u201cWhen it comes to gender, the majority across most of these stores were women. 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