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• Retailers, You Can Get Omni-Shopper’s Satisfaction!

  Nuria Viejo-Fernández, Sneha Saha

  
  Article ID: 2345
  245  (Abstract) 105  (Download)
  

  Abstract:

  This paper evaluates the influence that information processing routes have on omni-shopping behavior, as well as analyzing the consequences of this behavior for retailers through a cognitive-affective approach. A sample of 705 mobile phone users was used for this purpose. The results obtained using the binomial logit model in a first phase and later with... More

  2020-09-30

• Service Failure, Threat or Opportunity to Engage a Research Shopper?

  Nuria Viejo-Fernández, Rodolfo Vázquez-Casielles

  
  Article ID: 1065
  369  (Abstract) 80  (Download)
  

  Abstract:

  This paper analyzes the effect of the existence or not of failures, as well as the response of retailers to an eventual failure, influences the emotions developed by research shoppers. The empirical research is based on a survey with a sample of 636 mobile phone users. The results derived from the application of a structural... More

  2019-08-30