Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty
Abstract
Omni-channel retailing consists of the complete alignment of the different channels and touchpoints that generate a seamless experience for consumers, allowing them to move freely through all channels. The consumer’s perception of a seamless and consistent omni-channel experience is called intensity. This study reveals that this intensity in the shopping experience can offer value to consumers, and that intensity and shopping value also...
Paper Details
Title
Omni-Channel Intensity and Shopping Value as Key Drivers of Customer Satisfaction and Loyalty
Published Date
May 25, 2021
Journal
Volume
13
Issue
11
Pages
5961 - 5961
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Notes
History