The harmonious role of channel integration and logistics service in Omnichannel retailing: The case of IKEA

Grandys Frieska Prassida, Ping Yu Hsu

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

Grounded on the stimulus–organism–response framework, this study investigated the mechanism by which channel integration and logistics service influence satisfaction and repurchase intention from customers’ perspectives. An online survey was conducted to collect data and partial least squares structural equation modeling was employed for model assessment. The results disclosed that perceived logistics service quality is an antecedent of perceived channel integration quality and that the two variables harmoniously influence customer satisfaction (transaction-specific and cumulative) which subsequently generates repurchase intention. Particularly, the results demonstrated that the respective contributions of perceived channel integration quality and perceived logistics service quality in enhancing transaction-specific satisfaction differ through the distinct hybrid experiences. This study had theoretical implications for the literature on omnichannel retailing and practical implications for managers of omnichannel retailers.

Original languageEnglish
Article number103030
JournalJournal of Retailing and Consumer Services
Volume68
DOIs
StatePublished - Sep 2022

Keywords

  • Channel integration quality
  • Customer satisfaction
  • Hybrid experiences
  • Logistics service quality
  • Omnichannel retailing
  • Repurchase intention

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