| Reference: | Periodicals:
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691-1705.
Adhiana, T. P., Piranti, M. N., & Prakoso, I. (2023, July). Implementation of SOR Framework on Omnishoppers’ Loyalty from Channel Integration Quality Perspective. In 3rd International Conference on Business and Engineering Management (ICONBEM 2022) (pp. 157-168). Atlantis Press.
Adjei, M. T., & Clark, M. N. (2010). Relationship marketing in A B2C context: The moderating role of personality traits. Journal of Retailing and Consumer Services, 17(1), 73-79.
Ailawadi, K. L., Neslin, S. A., Luan, Y. J., & Taylor, G. A. (2014). Does retailer CSR enhance behavioral loyalty? A case for benefit segmentation. International Journal of Research in Marketing, 31(2), 156-167.
Akram, S., & Kortam, W. (2020). The impact of customer experience in online brand communities on customer engagement and purchase intentions among Arab internet users: theoretical analysis, conceptual framework and research agenda. Business and Management Studies, 6(3), 26-54.
Al-Dmour, H. H., Ali, W. K., & Al-Dmour, R. H. (2019). The relationship between customer engagement, satisfaction, and loyalty. International Journal of Customer Relationship Marketing and Management (IJCRMM), 10(2), 35-60.
Ali, F., Ryu, K. & Hussain, K. (2015). Influence of experiences on memories, satisfaction and behavioral intentions: a study of creative tourism. Journal of Travel & Tourism Marketing, 33(1), 1-16.
Anastasiadou, E., Lindh, C., & Vasse, T. (2019). Are consumers international? A study of CSR, cross-border shopping, commitment and purchase intent among online consumers. Journal of Global Marketing, 32(4), 239-254.
Andreeva, M., Cortiñas, M., & Elorz, M. (2010). The role of purchase regularity and purchase frequency in price and discount sensitivity. J Mark Trends, 1(4), 57-73.
Andrews, M., Luo, X., Fang, Z., & Aspara, J. (2014). Cause marketing effectiveness and the moderating role of price discounts. Journal of Marketing, 78(6), 120-142.
Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396-402.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16, 74-94.
Banerjee, S. B. (2014). A critical perspective on corporate social responsibility: Towards a global governance framework. Critical Perspectives on International Business, 10(1/2), 84-95.
Barari, M., Ross, M., & Surachartkumtonkun, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53, 101985.
Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in Multi-, Cross-, and Omni‐Channel Retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170-178.
Becker, J. M., Cheah, J. H., Gholamzade, R., Ringle, C. M., & Sarstedt, M. (2023). PLS-SEM’s most wanted guidance. International Journal of Contemporary Hospitality Management, 35(1), 321-346.
Becker, J. M., Ringle, C. M., & Sarstedt, M. (2018). Estimating Moterating effects in PLS-SEM and PLSc-SEM: interaction term gerneration*data treatment. Journal of Applied Structural Equation Modeling, (2), 1-21.
Belk, R. W. (1975). Situational variables and consumer behavior. Journal of Consumer Research, 2(3), 157-164.
Bennett, R. (2013). Elements, causes and effects of donor engagement among supporters of UK charities. International Review on Public and Nonprofit Marketing, 10(3), 201-220.
Bhattacharya, C. B., & Sen, S. (2004). Doing better at doing good: When, why, and how consumers respond to corporate social initiatives. California Management Review, 47(1), 9-24.
Bido, D., da Silva, D., & Ringle, C. (2014). Structural equation modeling with the smartpls. Brazilian Journal of Marketing, 13(2), 56-73.
Bijmolt, T. H., Broekhuis, M., De Leeuw, S., Hirche, C., Rooderkerk, R. P., Sousa, R., & Zhu, S. X. (2021). Challenges at the marketing–operations interface in omni-channel retail environments. Journal of Business Research, 122, 864-874.
Blázquez, M. (2014). Fashion shopping in multichannel retail: The role of technology in enhancing the customer experience. International Journal of Electronic Commerce, 18(4), 97-116.
Both, A., & Steinmann, S. (2023). Customer experiences in omnichannel retail environments: a thematic literature review. The International Review of Retail, Distribution and Consumer Research, 1-34.
Bowden, J. (2009). Customer engagement: A framework for assessing customer-brand relationships: The case of the restaurant industry. Journal of Hospitality Marketing & Management, 18(6), 574-596.
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252-271.
Bustamante, J. C., & Rubio, N. (2017). Measuring customer experience in physical retail environments. Journal of Service Management, 28(5), 884-913.
Cacioppo, J. T., & Petty, R. E. (1982). The need for cognition. Journal of Personality and Social Psychology, 42(1), 116.
Cacioppo, J. T., Petty, R. E., Feinstein, J. A., & Jarvis, W. B. G. (1996). Dispositional differences in cognitive motivation: The life and times of individuals varying in need for cognition. Psychological Bulletin, 119(2), 197.
Cai, Y. J., & Lo, C. K. (2020). Omni-channel management in the new retailing era: A systematic review and future research agenda. International Journal of Production Economics, 229, 107729.
Calder, B. J., Hollebeek, L. D., & Malthouse, E. C. (2018). Creating stronger brands through consumer experience and engagement. In Customer Engagement Marketing, 221-242. Palgrave Macmillan, Cham.
Cambra-Fierro, J., Gao, L. X., Melero-Polo, I., & Sese, F. J. (2019). What drives consumers’ active participation in the online channel? Customer equity, experience quality, and relationship proneness. Electronic Commerce Research and Applications, 35, 100855.
Cao, L., & Li, L. (2015). The impact of cross-channel integration on retailers’ sales growth. Journal of Retailing, 91(2), 198-216.
Carroll, A. B. (1979). A three-dimensional conceptual model of corporate performance. Academy of Management Review, 4(4), 497-505.
Carù, A., & Cova, B. (2003). Revisiting consumption experience: A more humble but complete view of the concept. Marketing Theory, 3(2), 267-286.
Chaiken, S. (1980). Heuristic versus systematic information processing and the use of source versus message cues in persuasion. Journal of Personality and Social Psychology, 39(5), 752.
Chan, T. K., Zheng, X., Cheung, C. M., Lee, M. K., & Lee, Z. W. (2014). Antecedents and consequences of customer engagement in online brand communities. Journal of Marketing Analytics, 2, 81-97.
Chandrawati, V., & Lau, K. W. (2016). Understanding the consumers’ attitude toward tablet self-service for fashion retailing. International Journal of Sales, Retailing & Marketing, 5(1), 45-71.
Chang, S. J., Van Witteloostuijn, A., & Eden, L. (2020). Common method variance in international business research. Research Methods in International Business, 385-398.
Chao, C. M., & Yu, T. K. (2019). The moderating effect of technology optimism: How it affects students’ weblog learning. Online Information Review, 43(1), 161-180.
Chen, T. Y., Yeh, T. L., Wu, H. L., & Deng, S. (2022). Effect of channel integration quality on consumer responses within omni-channel retailing. Asia Pacific Journal of Marketing and Logistics, 35(1), 149-173.
Chen, Y., Cheung, C. M., & Tan, C. W. (2018). Omnichannel business research: opportunities and challenges. Decision Support Systems, 109, 1-4.
Chen, Z., & Peng, J. (2022). Should the assembly system with direct omnichannel introduce integrated management service? A game-theoretical modelling study. Electronic Commerce Research, 22(4), 1307-1350.
Chiou, J. S., & Pan, L. Y. (2009). Antecedents of internet retailing loyalty: differences between heavy versus light shoppers. Journal of Business and Psychology, 24(3), 327-339.
Chopra, S. (2016). How omni-channel can be the future of retailing. Decision, 43(2), 135-144.
Cohen, J. W. (1988). Statistical power analysis for the behavioral sciences. (2nd Ed.). New York: Routledge.
Cuesta-Valino, P., Gutiérrez-Rodríguez, P., Núnez-Barriopedro, E., & García-Henche, B. (2023). Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context. Journal of Business Research, 156, 113475.
Dahlsrud, A. (2008). How corporate social responsibility is defined: an analysis of 37 definitions. Corporate Social Responsibility and Environmental Management, 15(1), 1-13.
Dang, V., Nguyen, N., & Pervan, S. (2020). Retailer corporate social responsibility and consumer citizenship behavior: The mediating roles of perceived consumer effectiveness and consumer trust. Journal of Retailing and Consumer Services, 55, 102082.
De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33-50.
Denegri-Knott, J., & Zwick, D. (2012). Tracking prosumption work on eBay: Reproduction of desire and the challenge of slow re-McDonaldization. American Behavioral Scientist, 56(4), 439-458.
Du, S., Bhattacharya, C. B., & Sen, S. (2007). Reaping relational rewards from corporate social responsibility: The role of competitive positioning. International Journal of Research in Marketing, 24(3), 224-241.
El Akremi, A., Gond, J. P., Swaen, V., De Roeck, K., & Igalens, J. (2018). How do employees perceive corporate responsibility? Development and validation of a multidimensional corporate stakeholder responsibility scale. Journal of Management, 44(2), 619-657.
Emrich, O., Paul, M., & Rudolph, T. (2015). Shopping benefits of multichannel assortment integration and the moderating role of retailer type. Journal of Retailing, 91(2), 326-342.
Falk, T., Schepers, J., Hammerschmidt, M., & Bauer, H. H. (2007). Identifying cross-channel dissynergies for multichannel service providers. Journal of Service Research, 10(2), 143-160.
Fernandes, T. M., & Proença, J. F. (2008). The blind spot of relationships in consumer markets: the consumer proneness to engage in relationships. Journal of Marketing Management, 24(1-2), 153-168.
Frasquet-Deltoro, M., Molla-Descals, A., & Miquel-Romero, M. J. (2021). Omnichannel retailer brand experience: conceptualisation and proposal of a comprehensive scale. Journal of Brand Management, 28, 388-401.
Gahler, M., Klein, J. F., & Paul, M. (2023). Customer experience: Conceptualization, measurement, and application in omnichannel environments. Journal of Service Research, 26(2), 191-211.
Gao, M., & Huang, L. (2021). Quality of channel integration and customer loyalty in omnichannel retailing: The mediating role of customer engagement and relationship program receptiveness. Journal of Retailing and Consumer Services, 63, 102688.
Gao, W., Fan, H., Li, W., & Wang, H. (2021). Crafting the customer experience in omnichannel contexts: The role of channel integration. Journal of Business Research, 126, 12-22.
Gaur, S. S., Kingshott, R. P., & Sharma, P. (2019). Managing customer relationships in emerging markets: Focal roles of relationship comfort and relationship proneness. Journal of Service Theory and Practice, 29(5/6), 592-609.
Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3(1), 2.
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
Gremler, D. D., Van Vaerenbergh, Y., Brüggen, E. C., & Gwinner, K. P. (2020). Understanding and managing customer relational benefits in services: a meta-analysis. Journal of the Academy of Marketing Science, 48(3), 565-583.
Guenther, P., Guenther, M., Ringle, C. M., Zaefarian, G., & Cartwright, S. (2023). Improving PLS-SEM use for business marketing research. Industrial Marketing Management, 111, 127-142.
Hair Jr, J., Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. Pearson.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24.
Hair, J., Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2023). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hamari, J., Sjöklint, M., & Ukkonen, A. (2016). The sharing economy: Why people participate in collaborative consumption. Journal of the Association for Information Science and Technology, 67(9), 2047-2059.
Hapsari, R., Hussein, A. S., & Handrito, R. P. (2020). Being fair to customers: A strategy in enhancing customer engagement and loyalty in the Indonesia Mobile Telecommunication Industry. Services Marketing Quarterly, 41(1), 49–67.
Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312-335.
Hickman, E., Kharouf, H., & Sekhon, H. (2020). An omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience. The International Review of Retail, Distribution and Consumer Research, 30(3), 266-288.
Hilken, T., Heller, J., Chylinski, M., Keeling, D. I., Mahr, D., & de Ruyter, K. (2018). Making omnichannel an augmented reality: the current and future state of the art. Journal of Research in Interactive Marketing, 12(4), 509-523.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140.
Hollebeek, L. D. (2011). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7-8), 785-807.
Hollebeek, L. D., Sharma, T. G., Pandey, R., Sanyal, P., & Clark, M. K. (2022). Fifteen years of customer engagement research: a bibliometric and network analysis. Journal of Product & Brand Management, 31(2), 293-309.
Hollebeek, L. D., Sprott, D. E., Andreassen, T. W., Costley, C., Klaus, P., Kuppelwieser, V., ... & Rather, R. A. (2019). Customer engagement in evolving technological environments: synopsis and guiding propositions. European Journal of Marketing, 53(9), 2018-2023.
Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science, 45, 377-401.
Huang, C. C., & Chen, S. E. (2022). Establishing and deepening brand loyalty through brand experience and customer engagement: evidence from Taiwan’s chain restaurants. Journal of Quality Assurance in Hospitality & Tourism, 23(1), 217-239.
Huang, C. H. (2021). Using PLS-SEM model to explore the influencing factors of learning satisfaction in blended learning. Education Sciences, 11(5), 249.
Iqbal, T. (2020). Best Customer Experience in E-Retailing: A Knowledge-Based Empirical Model. International Journal of Online Marketing (IJOM), 10(2), 57-73.
Jones, T. and Taylor, S.F. (2007), The conceptual domain of service loyalty: how many dimensions?. Journal of Services Marketing, 21(1), 36-51.
Kabiraj, S., & Shanmugan, J. (2011). Development of a conceptual framework for brand loyalty: A Euro-Mediterranean perspective. Journal of Brand Management, 18(4), 285-299.
Kang, J. Y. M. (2019). What drives omnichannel shopping behaviors? Fashion lifestyle of social-local-mobile consumers. Journal of Fashion Marketing and Management: An International Journal, 23, 224-238.
Kapoor, K. K., Tamilmani, K., Rana, N. P., Patil, P., Dwivedi, Y. K., & Nerur, S. (2018). Advances in social media research: Past, present and future. Information Systems Frontiers, 20, 531-558.
Kazancoglu, I., & Aydin, H. (2018). An investigation of consumers’ purchase intentions towards omni-channel shopping: A qualitative exploratory study. International Journal of Retail & Distribution Management, 46(10), 959-976.
Khan, I., & Fatma, M. (2019). Connecting the dots between CSR and brand loyalty: the mediating role of brand experience and brand trust. International Journal of Business Excellence, 17(4), 439-455.
Klein, L. R. (1998). Evaluating the potential of interactive media through a new lens: Search versus experience goods. Journal of Business Research, 41(3), 195-203.
Komulainen, H., & Makkonen, H. (2018). Customer experience in omni-channel banking services. Journal of Financial Services Marketing, 23(3), 190-199.
Kumar, A., & Kim, Y. K. (2014). The store-as-a-brand strategy: The effect of store environment on customer responses. Journal of Retailing and Consumer Services, 21(5), 685-695.
Kumar, V., & Kaushik, A. K. (2020). Does experience affect engagement? Role of destination brand engagement in developing brand advocacy and revisit intentions. Journal of Travel & Tourism Marketing, 37(3), 332-346.
Kumar, V., Rajan, B., Gupta, S., & Dalla Pozza, I. (2019). Customer engagement in service. Journal of the Academy of Marketing Science, 47(1), 138-160.
Lau, R. S., & Cheung, G. W. (2012). Estimating and comparing specific mediation effects in complex latent variable models. Organizational Research Methods, 15(1), 3-16.
Le, A. N. H., & Nguyen-Le, X. D. (2020). A moderated mediating mechanism of omnichannel customer experiences. International Journal of Retail & Distribution Management, 49(5), 595-615.
Lee, Z. W., Chan, T. K., Chong, A. Y. L., & Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90-101.
Leenheer, J., & Bijmolt, T. H. (2008). Which retailers adopt a loyalty program? An empirical study. Journal of Retailing and Consumer Services, 15(6), 429-442.
Li, Y., Liu, H., Lim, E. T., Goh, J. M., Yang, F., & Lee, M. K. (2018). Customer's reaction to cross-channel integration in omnichannel retailing: The mediating roles of retailer uncertainty, identity attractiveness, and switching costs. Decision Support Systems, 109, 50-60.
Lian, J. W., & Lin, T. M. (2008). Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types. Computers in Human Behavior, 24(1), 48-65.
Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers' perception and adoption of self‐service technologies. International Journal of Service Industry Management, 17(5), 497-517.
Lin, S. Y. (2013). The influence of relational selling behavior on relationship quality: The moderating effect of perceived price and customers’ relationship proneness. Journal of Relationship Marketing, 12(3), 204-222.
Lins de Holanda Coelho, G., HP Hanel, P., & J. Wolf, L. (2020). The very efficient assessment of need for cognition: Developing a six-item version. Assessment, 27(8), 1870-1885.
Luqman, A., Cao, X., Ali, A., Masood, A., & Yu, L. (2017). Empirical investigation of Facebook discontinues usage intentions based on SOR paradigm. Computers in Human Behavior, 70, 544-555.
Mahrous, A. A., & Hassan, S. S. (2017). Achieving superior customer experience: An investigation of multichannel choices in the travel and tourism industry of an emerging market. Journal of Travel Research, 56(8), 1049-1064.
Mainardes, E. W., Rosa, C. A. D. M., & Nossa, S. N. (2020). Omnichannel strategy and customer loyalty in banking. International Journal of Bank Marketing, 38(4), 799-822.
Manser Payne, E., Peltier, J. W., & Barger, V. A. (2017). Omni-channel marketing, integrated marketing communications and consumer engagement: A research agenda. Journal of Research in Interactive Marketing, 11(2), 185-197.
Marthin, D. C., & Hadiprawoto, T. R. (2022, July). The effect of omnichannel perceived value and integration toward customer satisfaction: technology readiness as moderator. In Proceeding of the International Conference on Family Business and Entrepreneurship (Vol. 3, No. 1).
Martin, J., Mortimer, G., & Andrews, L. (2015). Re-examining online customer experience to include purchase frequency and perceived risk. Journal of Retailing and Consumer Services, 25, 81-95.
Massi, M., Piancatelli, C., & Vocino, A. (2023). Authentic omnichannel: Providing consumers with a seamless brand experience through authenticity. Psychology & Marketing, 40(7), 1280-1298.
Mathayomchan, B., & Taecharungroj, V. (2020). “How was your meal?” Examining customer experience using Google maps reviews. International Journal of Hospitality Management, 90, 102641.
McLean, G., & Wilson, A. (2019). Shopping in the digital world: Examining customer engagement through augmented reality mobile applications. Computers in Human Behavior, 101, 210-224.
McWilliams, A., Siegel, D. S., & Wright, P. M. (2006). Corporate social responsibility: Strategic implications. Journal of Management Studies, 43(1), 1-18.
Mehrabian, A. and Russell, J. (1974). An Approach to Environmental Psychology. The Massachusetts Institute of Technology. Cambridge, MA.
Mehrabian, A., & Russell, J. A. (1974). A verbal measure of information rate for studies in environmental psychology. Environment and Behavior, 6(2), 233.
Menidjel, C., & Bilgihan, A. (2023). How perceptions of relationship investment influence customer loyalty: the mediating role of perceived value and the moderating role of relationship proneness. Journal of Strategic Marketing, 31(1), 296-319.
Menidjel, C., Benhabib, A., Bilgihan, A., & Madanoglu, M. (2020). Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing. International Journal of Retail & Distribution Management, 48(2), 207-226.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116.
Mishra, R., Singh, R. K., & Koles, B. (2021). Consumer decision‐making in Omnichannel retailing: Literature review and future research agenda. International Journal of Consumer Studies, 45(2), 147-174.
Mohd-Ramly, S., & Omar, N. A. (2017). Exploring the influence of store attributes on customer experience and customer engagement. International Journal of Retail & Distribution Management, 45(11), 1138-1158.
Moliner-Tena, M. A., Monferrer-Tirado, D., & Estrada-Guillén, M. (2019). Customer engagement, non-transactional behaviors and experience in services: A study in the bank sector. International Journal of Bank Marketing, 37(3), 730-754.
Nadiri, H., & Gunay, G. N. (2013). An empirical study to diagnose the outcomes of customers’ experiences in trendy coffee shops. Journal of Business Economics and Management, 14(1), 22-53.
Nelson, P. (1970). Information and consumer behavior. Journal of Political Economy, 78(2), 311-329.
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction, and switching costs on customer loyalty. Journal of Asian Finance, Economics and Business, 7(8), 395-405.
Nguyen, H. N., & Tran, M. D. (2023). Antecedents and outcomes of omnichannel retail customer experience. International Journal of Electronic Marketing and Retailing, 14(2), 171-189.
Nieto, D. (2009). Corporate Social Responsibility as part of your brand. Manager: British Journal of Administrative Management, 68, 28-29.
Nyilasy, G., Gangadharbatla, H., & Paladino, A. (2014). Perceived greenwashing: The interactive effects of green advertising and corporate environmental performance on consumer reactions. Journal of Business Ethics, 125(4), 693-707.
Öberseder, M., Schlegelmilch, B. B., Murphy, P. E., & Gruber, V. (2014). Consumers’ perceptions of corporate social responsibility: Scale development and validation. Journal of Business Ethics, 124, 101-115.
Odekerken-Schröder, G., De Wulf, K., & Schumacher, P. (2003). Strengthening outcomes of retailer–consumer relationships: The dual impact of relationship marketing tactics and consumer personality. Journal of Business Research, 56(3), 177-190.
Oh, L. B., & Teo, H. H. (2010). Consumer value co-creation in a hybrid commerce service-delivery system. International Journal of Electronic Commerce, 14(3), 35-62.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, 63(4), 33-44.
Pai, P., & Tsai, H. T. (2016). Reciprocity norms and information-sharing behavior in online consumption communities: An empirical investigation of antecedents and moderators. Information & Management, 53(1), 38-52.
Pandey, N., Tripathi, A., Jain, D., & Roy, S. (2020). Does price tolerance depend upon the type of product in e-retailing? Role of customer satisfaction, trust, loyalty, and perceived value. Journal of Strategic Marketing, 28(6), 522–541.
Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307-320.
Parasuraman, A., & Colby, C. L. (2015). An updated and streamlined technology readiness index: TRI 2.0. Journal of Service Research, 18(1), 59-74.
Park, H. J., & Zhang, Y. (2022). Technology readiness and technology paradox of unmanned convenience store users. Journal of Retailing and Consumer Services, 65, 102523.
Park, J., & Kim, R. B. (2021). The effects of integrated information & service, institutional mechanism and need for cognition (NFC) on consumer omnichannel adoption behavior. Asia Pacific Journal of Marketing and Logistics, 33(6), 1386-1414.
Park, S., & Lee, D. (2017). An empirical study on consumer online shopping channel choice behavior in omni-channel environment. Telematics and Informatics, 34(8), 1398-1407.
Peng, C., & Kim, Y. G. (2014). Application of the stimuli-organism-response (SOR) framework to online shopping behavior. Journal of Internet Commerce, 13(3-4), 159-176.
Pham, M. T., & Avnet, T. (2009). Rethinking regulatory engagement theory. Journal of Consumer Psychology, 19(2), 115-123.
Phang, G., Ng, J. E., & Fam, K. S. (2021). Customer engagement and loyalty issues in omnichannel fast-food industry. International Journal of Business and Society, 22(3), 1429-1448.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Quach, S., Barari, M., Moudrý, D. V., & Quach, K. (2020). Service integration in omnichannel retailing and its impact on customer experience. Journal of Retailing and Consumer Services, 102267.
Rahman, S. M., Carlson, J., Gudergan, S. P., Wetzels, M., & Grewal, D. (2022). Perceived omnichannel customer experience (OCX): Concept, measurement, and impact. Journal of Retailing, 98(4), 611-632.
Rather, R. A. (2020). Customer experience and engagement in tourism destinations: The experiential marketing perspective. Journal of Travel & Tourism Marketing, 37(1), 15-32.
Rather, R. A., & Hollebeek, L. D. (2021). Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age. Journal of Retailing and Consumer Services, 60, 102453.
Reydet, S. and Carsana, L. (2017). The effect of digital design in retail banking on customers’ commitment and loyalty: the mediating role of positive affect. Journal of Retailing and Consumer Services, 37,132-138.
Rigby, D. (2011). The future of shopping. Harvard Business Review. 89(12), 65-76.
Ringle, C., Da Silva, D., & Bido, D. (2015). Structural equation modeling with the SmartPLS.
Ritzer, G. (2005). Enchanting a disenchanted world: Revolutionizing the means of consumption. Pine Forge Press.
Rizan, M., Febrilia, I., Wibowo, A., & Pratiwi, R. D. R. (2020). Antecedents of customer loyalty: study from the Indonesia’s largest e-commerce. The Journal of Asian Finance, Economics and Business (JAFEB), 7(10), 283-293.
Rodríguez-Torrico, P., San José Cabezudo, R., San-Martín, S., & Trabold Apadula, L. (2023). Let it flow: the role of seamlessness and the optimal experience on consumer word of mouth in omnichannel marketing. Journal of Research in Interactive Marketing, 17(1), 1-18.
Rose, S., Hair, N., & Clark, M. (2011). Online customer experience: A review of the business‐to‐consumer online purchase context. International Journal of Management Reviews, 13(1), 24-39.
Roy, S. K., Gruner, R. L., & Guo, J. (2022). Exploring customer experience, commitment, and engagement behaviours. Journal of Strategic Marketing, 30(1), 45-68.
Roy, S. K., Shekhar, V., Lassar, W. M., & Chen, T. (2018). Customer engagement behaviors: The role of service convenience, fairness and quality. Journal of Retailing and Consumer Services, 44, 293-304.
Roy, S. K., Singh, G., Hope, M., Nguyen, B., & Harrigan, P. (2019). The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation. Journal of Marketing Management, 35(15-16), 1480-1513.
Russo Spena, T., Caridà, A., Colurcio, M., & Melia, M. (2012). Store experience and co‐creation: The case of temporary shop. International Journal of Retail & Distribution Management, 40(1), 21-40.
Sawhney, M., Verona, G., & Prandelli, E. (2005). Collaborating to create: The Internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19(4), 4-17.
Schmitt, B. (1999). Experiential marketing. Journal of Marketing Management, 15(1-3), 53-67.
Schramm-Klein, H., Wagner, G., Steinmann, S., & Morschett, D. (2011). Cross-channel integration–is it valued by customers?. The International Review of Retail, Distribution and Consumer Research, 21(5), 501-511.
Shen, X. L., Li, Y. J., Sun, Y., & Wang, N. (2018). Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience. Decision Support Systems, 109, 61-73.
Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50, 325-336.
Silva, S. C., Duarte, P., & Sundetova, A. (2020). Multichannel versus omnichannel: a price-segmented comparison from the fashion industry. International Journal of Retail & Distribution Management, 48(4), 417-430.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of marketing Science, 28(1), 150-167.
Song, P., Wang, Q., Liu, H., & Li, Q. (2020). The value of buy‐online‐and‐pickup‐in‐store in omni‐channel: evidence from customer usage data. Production and Operations Management, 29(4), 995-1010.
Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356-371.
Srivastava, M. and Kaul, D. (2016), Exploring the link between customer experience–loyalty–consumer spend, Journal of Retailing and Consumer Services, 31, 277-286.
Stein, A., & Ramaseshan, B. (2020). The customer experience–loyalty link: moderating role of motivation orientation. Journal of Service Management, 31(1), 51-78.
Swaen, V., Demoulin, N., & Pauwels-Delassus, V. (2021). Impact of customers’ perceptions regarding corporate social responsibility and irresponsibility in the grocery retailing industry: The role of corporate reputation. Journal of Business Research, 131, 709-721.
Tehseen, S., Ramayah, T., & Sajilan, S. (2017). Testing and controlling for common method variance: A review of available methods. Journal of Management Sciences, 4(2), 142-168.
Tran Xuan, Q., Truong, H. T., & Vo Quang, T. (2023). Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness. International Journal of Bank Marketing, 41(3), 663-694.
Tyrväinen, O., Karjaluoto, H., & Saarijärvi, H. (2020). Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail. Journal of Retailing and Consumer Services, 57, 102233.
Van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253-266.
Verhoef, P. C., & Donkers, B. (2005). The effect of acquisition channels on customer loyalty and cross-buying. Journal of Interactive Marketing, 19(2), 31-43.
Verhoef, P. C., Kannan, P. K., & Inman, J. J. (2015). From multi-channel retailing to omni-channel retailing: introduction to the special issue on multi-channel retailing. Journal of Retailing, 91(2), 174-181.
Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247-252.
Vitell, S. J. (2015). A case for consumer social responsibility (CSR): Including a selected review of consumer ethics/social responsibility research. Journal of Business Ethics, 130(4), 767-774.
Vivek, S. D. (2009). A scale of consumer engagement. The University of Alabama.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122-146.
Vivek, S. D., Beatty, S. E., Dalela, V., & Morgan, R. M. (2014). A generalized multidimensional scale for measuring customer engagement. Journal of Marketing Theory and Practice, 22(4), 401-420.
Von Briel, F. (2018). The future of omnichannel retail: A four-stage Delphi study. Technological Forecasting and Social Change, 132, 217-229.
Wakolbinger, L. M., & Stummer, C. (2013). Multi-channel management: an exploratory study of current practices. International Journal of Services, Economics and Management, 5(1-2), 112-124.
Wang, Y., So, K. K. F., & Sparks, B. A. (2017). Technology readiness and customer satisfaction with travel technologies: A cross-country investigation. Journal of Travel Research, 56(5), 563-577.
Wu, J. F., & Chang, Y. P. (2016). Multichannel integration quality, online perceived value and online purchase intention: A perspective of land-based retailers. Internet Research, 26(5), 1228-1248.
Wu, S. I., & Wang, W. H. (2014). Impact of CSR perception on brand image, brand attitude and buying willingness: A study of a global café. International Journal of Marketing Studies, 6(6), 43.
Yee, D. M., & Braver, T. S. (2018). Interactions of motivation and cognitive control. Current Opinion in Behavioral Sciences, 19, 83-90.
Yoon, B., & Chung, Y. (2018). The effects of corporate social responsibility on firm performance: A stakeholder approach. Journal of Hospitality and Tourism Management, 37, 89-96.
Zaid, S., & Patwayati, P. (2021). Impact of customer experience and customer engagement on satisfaction and loyalty: A case study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 983-992.
Zhang, C., Ma, S., Li, S., & Singh, A. (2020). Effects of customer engagement behaviors on action loyalty: moderating roles of service failure and customization. International Journal of Contemporary Hospitality Management, 33(1), 286–304.
Zhang, M., Ren, C., Wang, G. A., & He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28, 181-193.
Websites and Other Online Communities:
Bianchi, R., Cermak, M., & Dusek, O. (2016). More than digital plus traditional: A truly omnichannel customer experience. Retrieved fromhttp://www.mckinsey.com/business-functions/operations/our-insights/more-than-digital-plus-traditional-atruly-omnichannel-customer.
McDermott A. (2023, May 24). CX trends 2023: immersive cx marks the dawn of a new era in service. Zendesk Blog. Retrieved from https://www.zendesk.com/blog/cx-trends-2023-immersive-cx/
Melsted, L. R. (2015). Retailers turn to omnichannel strategies to remain competitive.Retrieved from Obtenido dehttp://www.forbes.com/sites/samsungbusiness/2015/02/09/retailersturn-toomnichannel-strategies-to-remain-competitive.
Swerdlow F. (2022, Aug. 8). Retail in 2022—highlights from The US cx Index. Forrester. Retrieved from https://www.forrester.com/blogs/retail-in-2022-highlights-from-the-us-cx-index/ |
