Omnichannel customer behavior: Key drivers of technology acceptance and use and their effects on purchase intention

Autor: Juaneda Ayensa, EmmaMosquera de la Fuente, Ana MaríaSierra Murillo, Yolanda

Tipo de documento: Artículo de revista

Revista: Frontiers in Psychology. ISSN: 1664-1078. Año: 2016. Volumen: 7.

JCR (datos correspondientes al año 2014):
Social Sciences  Área: PSYCHOLOGY, MULTIDISCIPLINARY  Quartil: Q1  Lugar área: 23/129  F. impacto: 2,560 

SCIMAGO (datos correspondientes al año 2014):
1,299  SNIP: ,923 


  • Agarwal, R., Prasad, J., A conceptual and operational definition of personal innovativeness in the domain of information technology (1998) Inf. Syst. Res., 9, pp. 204-215
  • Ajzen, I., The theory of planned behavior (1991) Organ. Behav. Hum. Decis. Process., 50, pp. 179-211
  • Anderson, J.C., Gerbing, D.W., Structural equation modeling in practice: A review and recommended two-step approach (1988) Psychol. Bull., 103, pp. 411-423
  • Babin, B.J., Darden, W.R., Griffin, M., Work and/or fun: Measuring hedonic and utilitarian shopping value (1994) J. Consum. Res., 20, pp. 644-656
  • Bagozzi, R.P., On the concept of intentional social action in consumer behavior (2000) J. Consum. Res., 27, pp. 388-396
  • Balasubramanian, S., Raghunathan, R., Mahajan, V., Consumers in a multichannel environment: Product utility, process utility, and channel choice (2005) J. Interact. Mark., 19, pp. 12-30
  • Batra, R., Ahtola, O.T., Measuring the hedonic and utilitarian sources of consumer attitudes (1991) Mark. Lett., 2, pp. 159-170
  • Beck, N., Rygl, D., Categorization of multiple channel retailing in Multi-, Cross-, and Omni-Channel Retailing for retailers and retailing (2015) J. Retail. Cons. Serv., 27, pp. 170-178
  • Blázquez, M., Fashion shopping in multichannel retail: The role of technology in enhancing the customer experience (2014) Int. J. Electron. Commer., 18, pp. 97-116
  • Bonsón Ponte, E., Carvajal-trujillo, E., Escobar-rodríguez, T., Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents (2015) Tourism Manag., 47, pp. 286-302
  • Brislin, R.W., Back-translation for cross-cultural research (1970) J. Cross Cult. Psychol., 1, pp. 185-216
  • Brown, S.A., Venkatesh, V., Model of adoption and technology in households: A baseline model test and extension incorporating household life cycle (2005) MIS Q., 29, pp. 399-436
  • Brynjolfsson, E., Hu, Y.J., Rahman, M.S., Competing in the age of omnichannel retailing (2013) MIT Sloan Manag. Rev., 54, pp. 23-29
  • Casaló, L.V., Flavián, C., Guinalíu, M., Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions (2010) Tourism Manag., 31, pp. 898-911
  • Cha, J., Exploring the Internet as a unique shopping channel to sell both real and virtual items: A comparison of factors affecting purchase intention and consumer (2011) J. Electron. Commer. Res., 12, p. 115
  • Chellappa, R.K., Pavlou, P.A., Consumer trust in electronic commerce transactions (2002) Logistics Inf. Manag., 15, pp. 358-368
  • Childers, T.L., Carr, C.L., Peck, J., Carson, S., Hedonic and utilitarian motivations for online retail shopping behavior (2001) J. Retail., 77, pp. 511-535
  • Chiu, C.M., Hsu, M.H., Lai, H., Chang, C.M., Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents (2012) Decis. Support Syst., 53, pp. 835-845
  • Citrin, A.V., Sprott, D.E., Silverman, S.N., Stem, D.E., Adoption of Internet shopping: The role of consumer innovativeness (2000) Ind. Manage. Data Syst., 100, pp. 294-300
  • Cook, G., Customer experience in the omni-channel world and the challenges and opportunities this presents (2014) J. Dir. Data Digit. Mark. Pract., 15, pp. 262-266
  • (2015) Estrategia Omnicanal del Retail en España., ,
  • Crittenden, V.L., Peterson, R.A., Albaum, G., Technology and business-to-consumer selling: Contemplating research and practice (2010) J. Pers. Selling Sales Manag., 30, pp. 103-110
  • Crowley, A.E., Spangenberg, E.R., Hughes, K.R., Measuring the hedonic and utilitarian dimensions of attitudes toward product categories (1992) Mark. Lett., 3, pp. 239-249
  • Davis, F.D., Perceived usefulness, perceived ease of use, and user acceptance (1989) MIS Q., 13, pp. 319-339
  • Davis, F.D., Bagozzi, R.P., Warshaw, P.R., User acceptance of computer technology: A comparison of two theoretical models (1989) Manage. Sci., 35, pp. 982-1003
  • Davis, F.D., Bagozzi, R.P., Warshaw, P.R., Extrinsic and intrinsic motivation to use computers in the workplace (1992) J. Appl. Soc. Psychol., 22, pp. 1111-1132
  • Escobar-rodríguez, T., Carvajal-trujillo, E., Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model (2014) Tourism Manag., 43, pp. 70-88
  • Fishbein, M., Ajzen, I., (1975) Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research., , Reading, MA: Addison-Wesley
  • Frasquet, M., Mollá, A., Ruiz, E., Identifying patterns in channel usage across the search, purchase and post-sales stages of shopping (2015) Electron. Commer. Res. Appl., 14, pp. 654-665
  • Goldsmith, R.E., Hofacker, C.F., Measuring consumer innovativeness (1991) J. Acad. Mark. Sci., 19, pp. 209-221
  • Gupta, S., Lehmann, D.R., Stuart, J.A., Valuing Customers (2004) J. Mark. Res., 41, pp. 7-18
  • Hair, J.F., Ringle, C.M., Sarstedt, M., PLS-SEM: Indeed a silver bullet (2011) J. Mark. Theory Pract., 19, pp. 139-152
  • Hair, J.F., Ringle, C.M., Sarstedt, M., Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance (2013) Long Range Plann., 46, pp. 1-12
  • Herrero, A., Rodriguez del Bosque, I., The effect of innovativeness on the adoption of B2C e-commerce: A model based on the Theory of Planned Behaviour (2008) Comput. Human Behav., 24, pp. 2830-2847
  • Holbrook, M.B., Hirschman, E.C., The experiential aspects of consumption: Consumer fantasies, feelings, and fun (1982) J. Consum. Res., 9, pp. 132-140
  • Jones, M.A., Reynolds, K.E., Arnold, M.J., Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes (2006) J. Bus. Res., 59, pp. 974-981
  • Karahanna, E., Straub, D.W., The psychological origins of perceived usefulness and ease-of-use (1999) Inf. Manag., 35, pp. 237-250
  • Kim, D.J., Ferrin, D.L., Rao, H.R., A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2008) Decis. Support Syst., 44, pp. 544-564
  • Kim, H.B., Kim, T.T., Shin, S.W., Modeling roles of subjective norms and eTrust in customers' acceptance of airline B2C eCommerce websites (2009) Tour. Manage., 30, pp. 266-277
  • Kim, J., Forsythe, S., Hedonic usage of product virtualization technologies in online apparel shopping (2007) Int. J. Retail Distrib. Manage., 35, pp. 502-514
  • Kim, S.S., Malhotra, N.K., A longitudinal model of continued IS use: An integrative view of four mechanisms underlying postadoption phenomena (2005) Manage. Sci., 51, pp. 741-755
  • Kim, S.S., Malhotra, N.K., Narasimhan, S., Two competing perspectives on automatic use: A theoretical and empirical comparison (2005) Inf. Syst. Res., 16, pp. 418-432
  • Konuş, U., Verhoef, P.C., Neslin, S.A., Multichannel shopper segments and their covariates (2008) J. Retail., 84, pp. 398-413
  • Lazaris, C., Vrechopoulos, A., From multichannel to "
  • omnichannel"
  • retailing: Review of the literature and calls for research (2014) 2nd International Conference on Contemporary Marketing Issues (ICCMI), , (Athens)
  • Lazaris, C., Vrechopoulos, A., Doukidis, G., Fraidaki, K., The interplay of omniretailing store atmosphere on consumers purchase intention towards the physical retail store (2015) 12th European, Mediterranean and Middle Eastern Conference on Information Systems (EMCIS), , (Athens)
  • Lazaris, C., Vrechopoulos, A., Katerina, F., Doukidis, G., Exploring the "
  • Omnichannel"
  • shopper behaviour (2014) AMA SERVSIG, International Service Research Conference, 13-15 June, pp. 1-5. , (Thessaloniki)
  • Lemon, K.N., Verhoef, P.C., Understanding customer experience throughout the customer journey J. Mark., , in press
  • Limayem, M., Hirt, S., Force of habit and information systems usage: Theory and initial validation (2003) J. Assoc. Inf. Syst., 4, pp. 65-97
  • Limayem, M., Hirt, S.G., Cheung, C.M.K., How habit limits the predictive power of intention: The case of information systems continuance (2007) MIS Q., 31, pp. 705-737
  • Lu, J., Yao, J.E., Yu, C.-S., Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology (2005) J. Strateg. Inf. Syst., 14, pp. 245-268
  • Lu, Y., Cao, Y., Wang, B., Yang, S., A study on factors that affect users' behavioral intention to transfer usage from the offline to the online channel (2011) Comput. Human Behav., 27, pp. 355-364
  • Medrano, N., Olarte-pascual, C., Pelefrin-borondo, J., Sierra-murillo, Y., Consumer behavior in shopping streets: The importance of the salesperson's professional personal attention (2016) Front. Psychol., 7, p. 125
  • Melero, I., Sese, F., Verhoef, P.C., Recasting the customer experience in today's omni-channel environment (2016) Univ. Bus. Rev., 2016, pp. 18-37
  • Midgley, D.F., Dowling, G.R., Innovativeness: The concept and its measurement (1978) J. Consum. Res., 4, pp. 229-242
  • Moore, G.C., Benbasat, I., Development of an instrument to measure the perceptions of adopting an information technology innovation (1991) Inf. Syst. Res., 2, pp. 192-222
  • Neslin, S.A., Jerath, K., Bodapati, A., Bradlow, E.T., Deighton, J., Gensler, S., The interrelationships between brand and channel choice (2014) Mark. Lett., 25, pp. 319-330
  • Nicholson, M., Clarke, I., Blakemore, M., "
  • One brand, three ways to shop"
  • : Situational variables and multichannel consumer behaviour (2002) Int. Rev. Retail Distrib. Cons. Res., 12, pp. 131-148
  • Noble, S.M., Griffith, D.A., Weinberger, M.G., Consumer derived utilitarian value and channel utilization in a multi-channel retail context (2005) J. Bus. Res., 58, pp. 1643-1651
  • Pantano, E., Viassone, M., Engaging consumers on new integrated multichannel retail settings: Challenges for retailers (2015) J. Retail. Consum. Serv., 25, pp. 106-114
  • Pascual-miguel, F.J., Agudo-peregrina, Á.F., Chaparro-peláez, J., Influences of gender and product type on online purchasing (2015) J. Bus. Res., 68, pp. 1550-1556
  • Pelegrín-borondo, J., Reinares-lara, E., Olarte-pascual, C., Garcia-sierra, M., Assessing the moderating effect of the end user in consumer behavior: The acceptance of technological implants to increase innate human capacities (2016) Front. Psychol., 7, p. 132
  • Piotrowicz, W., Cuthbertson, R., Introduction to the special issue information technology in retail: Toward omnichannel retailing (2014) Int. J. Electron. Commer., 18, pp. 5-16
  • (2016) ¿Moda Por un Tubo? Informes PwC Retail y Consumo., ,, (Accessed March 17, 2016)
  • Rigby, D., The future of shopping (2011) Harv. Bus. Rev., 89, pp. 65-76
  • Rigby, D., Kris, M., Josh, C., Suzanne, T., Omnichannel Retailing: Digital Disruption and Retailer Opportunities (2012) Bain Retail Holiday Newsletter., ,
  • Rippé, C.B., Weisfeld-spolter, S., Yurova, Y., Sussan, F., Is there a global multichannel consumer? (2015) Int. Mark. Rev., 32, pp. 329-349
  • Rogers, E.M., (1995) Diffusion of Innovations., , New York, NY: The Free Press
  • A Division of Macmillan Publishing Co., Inc
  • Roldán, J.L., Sánchez-franco, M.J., Variance-based structural equation modeling: Guidelines for using partial least squares in information systems research (2012) Research Methodologies, Innovations and Philosophies in Software Systems Engineering and Information Systems, pp. 193-221. , M. Mora, O. Gelman, A. L. Steenkamp, and M. Raisinghani (Hershey, PA: IGI Global)
  • Rose, S., Clark, M., Samouel, P., Hair, N., Online customer experience in e-retailing: An empirical model of antecedents and outcomes (2012) J. Retail., 88, pp. 308-322
  • Salisbury, W.D., Pearson, R.A., Pearson, A.W., Miller, D.W., Perceived security and world wide web purchase intention (2001) Ind. Manag. Data Syst., 101, pp. 165-176
  • San Martín, H., Herrero, Á., Influence of the user's psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework (2012) Tourism Manag., 33, pp. 341-350
  • Schifter, D.E., Ajzen, I., Intention, perceived control, and weight loss: An application of the theory of planned behavior (1985) J. Pers. Soc. Psychol., 49, pp. 843-851
  • Schlager, T., Maas, P., Fitting international segmentation for emerging markets: Conceptual development and empirical illustration (2013) J. Int. Market., 21, pp. 39-61
  • Schmitt, B., Experiential Marketing (1999) J. Mark. Manag., 15, pp. 53-67
  • Shah, D., Rust, R.T., Parasuraman, A., Staelin, R., Day, G.S., The path to customer centricity (2006) J. Serv. Res., 9, pp. 113-124
  • Steenkamp, J.-B.E.M., Baumgartner, H., The role of optimum stimulation level in exploratory consumer behavior (1992) J. Consum. Res., 19, pp. 434-448
  • Thong, J.Y.L., Hong, S.J., Tam, K.Y., The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006) Int. J. Hum. Comp. Stud., 64, pp. 799-810
  • To, P.-L., Liao, C., Lin, T.-H., Shopping motivations on Internet: A study based on utilitarian and hedonic value (2007) Technovation, 27, pp. 774-787
  • Valentini, S., Montaguti, E., Neslin, S.A., Decision process evolution in customer channel choice (2011) J. Mark., 75, pp. 72-86
  • Van Der Heijden, H., User acceptance of hedonic information systems (2004) MIS Q., 28, pp. 695-704
  • Venkatesh, V., Morris, M., Davis, G., Davis, F., User acceptance of information technology: Toward a unified view (2003) MIS Q., 27, pp. 425-478
  • Venkatesh, V., Thong, J.Y.L., Xu, X., Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology (2012) MIS Q., 36, pp. 157-178
  • Verhoef, P.C., Kannan, P.K., Inman, J.J., From multi-channel retailing to omni-channel retailing: Introduction to the special issue on multi-channel retailing (2015) J. Retail., 91, pp. 174-181
  • Verhoef, P.C., Neslin, S.A., Vroomen, B., Multichannel customer management: Understanding the research-shopper phenomenon (2007) Int. J. Res. Mark., 24, pp. 129-148
  • Yurova, Y., Rippé, C.B., Weisfeld-spolter, S., Sussan, F., Arndt, A., Not all adaptive selling to omni-consumers is influential: The moderating effect of product type J. Retail. Consum. Serv., , in press