- Titel
- Cross-channel retail services as a remedy for retailer switching?
- Untertitel
- An investigation of retailer switching and potential of cross-channel retail services
- Zitierfähige Url:
- https://nbn-resolving.org/urn:nbn:de:bsz:14-qucosa2-385837
- Erstveröffentlichung
- 2020
- Datum der Einreichung
- 01.07.2019
- Datum der Verteidigung
- 27.11.2019
- Abstract (EN)
- This cumulative dissertation consists of four papers that investigate retailer switching and identify potential and threat of cross-channel retail services (CCRS) for retail businesses. The first, conceptual paper compares different theories and models of retail quality. It derives the concept of retailer aspects as a framework to measure retailer quality and further discusses how CCRS can serve as a tool to enhance those retailer aspects. The second paper discusses results from a consumer panel survey and quantifies the influence of satisfaction with retailer aspects on retailer switching during webrooming behavior. The findings of this second paper present the two retailer aspects assurance of delivery and competitive product pricing as key determinants for retailer switching. The third paper defines CCRS and outlines a conceptual classification scheme for CCRS assessments – the CCRS Pentagon. The fourth paper quantifies the impact of CCRS adoption and retailer aspect preferences on CCRS-induced retailer switching based on a second consumer panel survey. Results from this second study affirm the existence of CCRS-induced retailer switching. The paper concludes that CCRS can serve as a retailer’s lock-in mechanism, but that the availability of CCRS in retail environments also threatens retail businesses. In sum, the dissertation provides academic contributions and suggestions for further academic research as well as practical implications and management tools for application in retail businesses.
- Freie Schlagwörter (EN)
- multi-channel retail, retail quality, retail services, channel integration, free-riding, webrooming, cross-channel behavior, omni-channel retailing, channel integration, retail technologies, retailer switching, cross-channel services, customer behavior
- Klassifikation (DDC)
- 330
- Klassifikation (RVK)
- QP 600
- GutachterIn
- Prof. Dr. Manfred Kirchgeorg
- Prof. Dr. Vivek Velamuri
- Den akademischen Grad verleihende / prüfende Institution
- HHL Leipzig Graduate School of Management, Leipzig
- Version / Begutachtungsstatus
- publizierte Version / Verlagsversion
- URN Qucosa
- urn:nbn:de:bsz:14-qucosa2-385837
- Veröffentlichungsdatum Qucosa
- 28.02.2020
- Dokumenttyp
- Dissertation
- Sprache des Dokumentes
- Englisch
- Lizenz / Rechtehinweis
- Inhaltsverzeichnis
I. Introduction II. Enhancing Multi-Channel Retail Quality through Cross-Channel Services III. What Drives Competitive Webrooming? The Roles of Channel and Retailer Aspects IV. Cross-Channel Retail Services: A Service Classification Along The Retail Function V. Service-induced Retailer Switching – Power of Cross-Channel Retail Services VI. Conclusion Appendix A: Estimated parameters in baseline-category logit model Appendix B: Conditional marginal effects and conditional probability Appendix C: T-Tests for retailer aspects per service example