{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,26]],"date-time":"2025-10-26T21:08:56Z","timestamp":1761512936644},"reference-count":0,"publisher":"IGI Global","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2007,4,1]]},"abstract":"<p>Multi-channel retailers that utilize an e-CRM approach stand to benefit in multiple arenas by providing targeted customer service as well as gaining operational and competitive advantages. To that end, it is inherent that multi-channel retailers better understand how satisfaction\u2014a necessary condition for building customer loyalty\u2014influences consumers\u2019 decisions to shop in one retail channel or another. The purpose of this study was to examine the influence of shopping experience on customers\u2019 future purchase intentions, both for the retailer and for the channel. Using a controlled experimental design, U.S. and European subjects responded to a series of questions regarding the likelihood making a future purchase following either a positive or nega-tive shopping encounter. Results suggest that shopping intentions vary based on the shopping channel as well as cultural differences.<\/p>","DOI":"10.4018\/jebr.2007040105","type":"journal-article","created":{"date-parts":[[2011,2,15]],"date-time":"2011-02-15T18:44:00Z","timestamp":1297795440000},"page":"57-69","source":"Crossref","is-referenced-by-count":7,"title":["Multi-Channel Retailing and Customer Satisfaction"],"prefix":"10.4018","volume":"3","author":[{"given":"Patricia T.","family":"Warrington","sequence":"first","affiliation":[{"name":"Texas Christian University, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Elizabeth","family":"Gangstad","sequence":"additional","affiliation":[{"name":"Purdue University, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Richard","family":"Feinberg","sequence":"additional","affiliation":[{"name":"Purdue University, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ko","family":"de Ruyter","sequence":"additional","affiliation":[{"name":"University of Maastricht, The Netherlands"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"2432","container-title":["International Journal of E-Business Research"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=1882","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T21:32:53Z","timestamp":1654119173000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jebr.2007040105"}},"subtitle":["Implications for E-CRM"],"short-title":[],"issued":{"date-parts":[[2007,4,1]]},"references-count":0,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2007,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jebr.2007040105","relation":{},"ISSN":["1548-1131","1548-114X"],"issn-type":[{"value":"1548-1131","type":"print"},{"value":"1548-114X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2007,4,1]]}}}