The challenge for multichannel services: Cross-channel free-riding behavior

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题名:	The challenge for multichannel services: Cross-channel free-riding behavior
作者:	Chiu,HC;Hsieh,YC;Roan,JS;Tseng,KJ;Hsieh,JK
贡献者:	資訊管理學系
关键词:	SELF-EFFICACY;CUSTOMER RETENTION;SWITCHING BARRIERS;CONSUMER PERCEPTIONS;LOCK-IN;TRUST;SATISFACTION;TECHNOLOGY;MIGRATION;INTERNET
日期:	2011
上传时间:	2012-03-27 19:08:05 (UTC+8)
出版者:	國立中央大學
摘要:	In multichannel environments, consumers can move easily among different channels. They engage in cross-channel free-riding when they use one retailer's channel to obtain information or evaluate products and then switch to another retailer's channel to complete the purchase. Cross-channel free-riding erodes profits and is one of the most important issues that firms face in the multichannel era. The current study focuses on the most popular type of cross-channel free-riding: searching for product information in an online store and then purchasing in another brick-and-mortar store. It explores antecedents that may contribute to consumer switching behaviors through a questionnaire focused on cross-channel free-riding behavior. The empirical results reveal that when consumers perceive more multichannel self-efficacy, they engage in more cross-channel free-riding behavior. Perceived service quality of competitors' offline store and the reduced risk in the brick-and-mortar channel influence the attractiveness of this behavior and increase cross-channel free-riding intentions. By increasing within-firm lock-in levels, firms can reduce consumers' cross-channel free-riding intentions. (C) 2010 Elsevier B. V. All rights reserved.
關聯:	ELECTRONIC COMMERCE RESEARCH AND APPLICATIONS
显示于类别:	[資訊管理學系] 期刊論文

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