The mediating effect of consumer empowerment in omni-channel retailing

Purpose The purpose of this study is to explore the impact of omni-channel capability (OCC) and consumer empowerment (CE) on customer satisfaction (CS). Design/methodology/approach A paper-based questionnaire was employed to analyse the role of CE in omni-channel retailing (OCR) by using structural equation modelling. Based on the Stimuli-Organism-Response (S-O-R) framework, this research aims to explore how OCC ( S ) impacts CE ( O ) and then...