Omnichannel is one of the most recent trends in online shopping, retail, and contact centers. It provides a seamless and integrated customer experience across all available communication channels. MSMEs play a crucial role in developing economies, but their journey towards omnichannel...

Objective of this research is to find out the relationship between customers' perceptions of an organization's privacy information practices and their information-sharing intention in the context of omnichannel retailing. The study aimed to address the gap in research regarding privacy concerns...

This current study delves into the quality of consumer perception regarding brand channel integration that adopts the omnichannel approach. It specifically explores the impact of process consistency, breadth of the channel service choice, transparency of the channel service configuration, and...

This study focuses on the effect of multichannel marketing communication in retail pharmacies to establish customer satisfaction in a world experiencing the digitalization of health sectors. The objective of the study is to understand customer acquisition and retention practices, the role of...

The purpose of the study was to examine the determinant factors that influence the intention to revisit retailer omnichannel in Indonesia with Mean-End Chain Approach. The internet economy growth drives the use of the omnichannel strategy in Indonesia retail companies. The past research showed...

Purpose: Retail businesses aim to give customers a positive experience when shopping in their stores or online channels. Easy or "frictionless" product returns are part of this experience, which is hoped to encourage additional purchases. However, customer-friendly policies lead to increased...

Omnichannel retailing is regarded as an emerging trend in banking. The purpose of this study is to analyze the potential effects of omnichannel retailing properties on customer experience and brand loyalty; it further explores the moderating role of transaction channels. Its centrality has been...

Purpose This study reviewed three customer-perceived components of integrated marketing communications (IMCs): consistency, interactivity and connectivity, as predictors of positive customer evaluation (product and retail service satisfaction). Design/methodology/approach The customer data from...

The growth of e-commerce and omnichannel retailing has led to significant changes in urban logistics deliveries. In addition to the traditional delivery channels, new solutions have been introduced, such as click-and-collect, parcel locker delivery, crowdshipping, and on-site delivery. However,...