摘要
This paper evaluates the influence that information processing routes have on omni-shopping behavior,as well as analyzing the consequences of this behavior for retailers through a cognitive-affective approach.A sample of 705 mobile phone users was used for this purpose.The results obtained using the binomial logit model in a first phase and later with an application of structural equations,reflect that omni-shoppers have a more planned purchasing behavior than those who develop a one-stop shopping behavior.They search for information in a rational and deep way,spending time and effort.As for the consequences that the omni-channel behavior has for retailers,it has been found that those omni-shoppers who experience negative emotions with the retailer,have a low perceived value of the company and their satisfaction will also be negative.
