This article examines omnichannel redemption options when issuing digital coupons over social media. It investigates which channels or combinations of them provide optimal performance in terms of service-quality perception, customer satisfaction, and revenue. For that purpose, it compares three...

In a multi-channel distribution environment, the selection and assessment of suppliers are pivotal to effective retailer performance management. This necessitates heightened qualifications and competence from suppliers. This study examines the relationship between the perception of supplier...

Customer's perception is becoming more crucial for the banks to maintain their market shares, profitability and customer's loyalty under highly competitive market conditions. This paper studies the dimensions of customer's perception of the overall banking industry in Croatia, focusing on...

This paper talks about the importance of channel member satisfaction with employees in various retail stores. This paper compares the level of channel satisfaction among the employees in various retail stores. This paper stresses on the strategies which will improve channel level relationship...

There is a recent trend among many e-retailers across the world to expand their online only channels to offline stores, so that to increase demand among their online stores and to gain more online shoppers that have high levels of uncertainty when buying online. So the main aim of this research...

In pursuit of a more efficient shopping experience, consumers are using a growing combination of distribution channels, in what has come to be known as omnichannel behaviour. Greater understanding of this phenomenon could aid retailers in managing consumer contact points more efficiently. Using...

In today’s maturing consumer markets, emphasis is shifting from straightforward sales to a more holistic approach to customer life cycle management, with a stronger emphasis on how sales are generated and service provided all along the customer journey. Effectively managing these different...

This paper examines how consumers create social capital in their interactions with other customers and service personnel while shopping in retail stores with both physical and digital locations. We draw on the servicescape literature to explore the role of social capital in determining the...

Objective: The objective of the article is to examine how respondents' technological readiness (as an individual factor besides demographic characteristics) influences channel preference (in-store, online big- and small-screen at different stages of the purchasing decision process for high-value...