Omni-Channel Retailing and Firm Performance from a Customer Lifetime Value Perspective

In the digital era,retailers are keen to find out whether omni-channel retailing helps improve long-term firm performance.In this paper,we employ machine learning techniques on a large consumption data set in order to measure customer lifetime value(CLV)as the basis for determining long-term firm performance,and we provide an empirical analysis of the relationship between omni-channel retailing and CLV.The results suggest that omni-channel retailing may effectively enhance CLV.Further analysis reveals that this process is influenced by heterogeneous consumer requirements and that significant differences exist in the extent to which the omni-channel transition may influence CLV depending on consumer preferences for diversity of commodities,sensitivity to the cost of contract performance,and sensitivity to warehousing costs.Hence,retailers should provide consumers with a complete portfolio of goods and services based on target consumers’heterogeneous requirements in order to increase omni-channel efficiency.

Determinants of continuous usage intention of branded apps in omni-channel retail environment: comparison between experience-oriented and transaction-oriented apps

Branded applications(apps)have become core touchpoints for improving consumer shopping experiences in omni-channel retailing,and many firms have developed different types of branded apps to provide additional value.Moreover,continuous usage intention is the key to improving enterprises’gain efficiency and consumers’brand loyalty.This study aims to reveal how branded apps achieve continuance intention from the perspective of consumer perceptions by combining the technology acceptance model and investigating the impact of differences in channel features on usage behavior between the two types of branded apps.An experiment was designed comparing transaction-and experience-oriented branded apps.A structural equation modeling technique was employed to validate the model based on the survey data of respondents from the experimental groups.The results show that the supportive role of omni-channel has a unique experience mechanism that promotes continuous usage intention.However,there are two discrepant results regarding the effect of perceived complementarity on perceived usefulness in transaction-and experience-oriented branded apps.The mediating role of perceived usefulness between perceived consistency,complementarity,ease of use and consumer satisfaction was supported in the experience-oriented apps but rejected in the transaction-oriented apps.

Service Failure, Threat or Opportunity to Engage a Research Shopper?

This paper analyzes the effect of the existence or not of failures,as well as the response of retailers to an eventual failure,influences the emotions developed by research shoppers.The empirical research is based on a survey with a sample of 636 mobile phone users.The results derived from the application of a structural equations model indicate that research shoppers develop more intense positive emotions when they do not have any complain with the retailers or if they solved the failure satisfactorily.Likewise,the relationship between research shoppers and the development of negative emotions is less intense when customers do not have any complain with the retailer or the company has solved the failure satisfactorily.

Retailers,You Can Get Omni-Shopper’s Satisfaction!

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.