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How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics
16 references·16 citing·42 second hopsampled
How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics (2021)How customer experience incongruence affe…Customer experience: fundamental premises and implications for research (2020)Customer experience: fundamen…Understanding Customer Experience Throughout the Customer Journey (2016)Understanding Customer Experi…Understanding Customer Experience (2015)Understanding Customer Experi…From Multi-Channel Retailing to Omni-Channel Retailing (2015)From Multi-Channel Retailing …Customer experience management: toward implementing an evolving marketing concept (2015)Customer experience managemen…Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes (2012)Online Customer Experience in…Customer Experience Management in Retailing: An Organizing Framework (2009)Customer Experience Managemen…Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Brand Experience: What Is It?…Understanding customer experience. (2007)Understanding customer experi…A typology of online shoppers based on shopping motivations (2003)A typology of online shoppers…Understanding Service Convenience (2002)Understanding Service Conveni…Accounting for common method variance in cross-sectional research designs. (2001)Accounting for common method …Measuring the Customer Experience in Online Environments: A Structural Modeling Approach (2000)Measuring the Customer Experi…ON THE USE OF POLYNOMIAL REGRESSION EQUATIONS AS AN ALTERNATIVE TO DIFFERENCE SCORES IN ORGANIZATIONAL RESEARCH. (1993)ON THE USE OF POLYNOMIAL REGR…Self-Reports in Organizational Research: Problems and Prospects (1986)Self-Reports in Organizationa…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Leveraging generative AI capabilities for competitive advantage: A moderated mediation analysis of environmental dynamism and service innovation (2025)Leveraging generative AI capa…Understanding the complexities of omnichannel retailing through a service-dominant logic framework: exploring the role of digitalization in the retail ecosystem (2024)Understanding the complexitie…Understanding shoppers’ cross-channel analysis of influencing factors of online and offline channels: Evidence from clothing product (2024)Understanding shoppers’ cross…Does cross-channel consistency always create brand loyalty in omni-channel retailing? (2023)Does cross-channel consistenc…Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail (2023)Demonstrating the influencing…Customer experiences in omnichannel retail environments: a thematic literature review (2023)Customer experiences in omnic…Beyond the storefront: empirical insights into consumers' responses to omnichannel apparel retailers (2023)Beyond the storefront: empiri…The effects of utilitarian value on omnichannel continuance intention: the moderating role of product involvement (2022)The effects of utilitarian va…Planned or unplanned purchases? The effects of perceived values on omnichannel continuance intention (2022)Planned or unplanned purchase…Omnicanalidad como estrategia competitiva: una revisión conceptual y dimensional (2022)Omnicanalidad como estrategia…Developing a Sustainable Omnichannel Strategic Framework toward Circular Revolution: An Integrated Approach (2022)Developing a Sustainable Omni…Omnichannel retailing strategy: a systematic review (2021)Omnichannel retailing strateg…Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis (2021)Omni-Channel Customer Experie…Let it flow: the role of seamlessness and the optimal experience on consumer word of mouth in omnichannel marketing (2021)Let it flow: the role of seam…Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations (2021)Is the shopper always the kin…Exploring the involvement-patronage link in the phygital retail experiences (2021)Exploring the involvement-pat…Statistical Theories of Mental Test Scores (1969)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Lateral Collinearity and Misleading Results in Variance-Based SEM: An Illustration and Recommendations (2012)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context (2005)An empirical examination of factors influencing the intention to use mobile payment (2009)Measuring consumer perceptions of online shopping convenience (2013)Advances in Consumer Research (2025)The Market Valuation of Internet Channel Additions (2002)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Digital marketing: A framework, review and research agenda (2016)Digital economy: An innovation driver for total factor productivity (2021)Leadership: The Cutting Edge. (1979)Organizational citizenship behavior: Its nature and antecedents. (1983)Research in Organizational Behavior. (1986)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Comparative fit indexes in structural models. 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1986Self-Reports in Organizational Research: Problems and Prospects17,092 cited
  • 2001Accounting for common method variance in cross-sectional research designs.8,464 cited
  • 2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
  • 2009Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?4,414 cited
  • 2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach3,196 cited
  • 2015From Multi-Channel Retailing to Omni-Channel Retailing2,598 cited
  • 2002Understanding Service Convenience1,613 cited
  • 1993ON THE USE OF POLYNOMIAL REGRESSION EQUATIONS AS AN ALTERNATIVE TO DIFFERENCE SCORES IN ORGANIZATIONAL RESEARCH.1,533 cited
  • 2007Understanding customer experience.1,295 cited
  • 2012Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes1,131 cited
  • 2015Customer experience management: toward implementing an evolving marketing concept1,039 cited
  • 2003A typology of online shoppers based on shopping motivations1,019 cited
  • 2009Customer Experience Management in Retailing: An Organizing Framework1,015 cited

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2020
Customer experience: fundamental premises and implications for research
941 cited
  • 2015Understanding Customer Experience805 cited
  • Cited by

    • 2021Exploring the involvement-patronage link in the phygital retail experiences79 cited
    • 2023Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail64 cited
    • 2021Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis56 cited
    • 2021Let it flow: the role of seamlessness and the optimal experience on consumer word of mouth in omnichannel marketing49 cited
    • 2021Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations46 cited
    • 2022Planned or unplanned purchases? The effects of perceived values on omnichannel continuance intention37 cited
    • 2023Does cross-channel consistency always create brand loyalty in omni-channel retailing?27 cited
    • 2025Leveraging generative AI capabilities for competitive advantage: A moderated mediation analysis of environmental dynamism and service innovation27 cited
    • 2021Omnichannel retailing strategy: a systematic review27 cited
    • 2022The effects of utilitarian value on omnichannel continuance intention: the moderating role of product involvement21 cited
    • 2022Developing a Sustainable Omnichannel Strategic Framework toward Circular Revolution: An Integrated Approach19 cited
    • 2023Customer experiences in omnichannel retail environments: a thematic literature review19 cited
    • 2023Beyond the storefront: empirical insights into consumers' responses to omnichannel apparel retailers13 cited
    • 2024Understanding shoppers’ cross-channel analysis of influencing factors of online and offline channels: Evidence from clothing product12 cited
    • 2024Understanding the complexities of omnichannel retailing through a service-dominant logic framework: exploring the role of digitalization in the retail ecosystem12 cited
    • 2022Omnicanalidad como estrategia competitiva: una revisión conceptual y dimensional11 cited