The Effect of Click & Collect Service in the Context of Retail Atmospherics on Consumer Buying Behaviour in terms of Repurchase Intention: An Empirical Study of Tesco UK

Conference paper


Nguyen, L.T.T. (2017). The Effect of Click & Collect Service in the Context of Retail Atmospherics on Consumer Buying Behaviour in terms of Repurchase Intention: An Empirical Study of Tesco UK. International Proceedings of Economics Development and Research. Barcelona 12 - 14 Feb 2017 https://doi.org/10.7763/ipedr
AuthorsNguyen, L.T.T.
TypeConference paper
Abstract

Multichannel retailers are gradually dominating today’s retail landscape. Multichannel retailing encompasses a set of activities conducted through more than one channel to sell products and services to customers. However, despite the advantages of operating multiple channels, such retailers are confronting with numerous challenges in the delivery and maintenance of the integrated multichannel service quality. Undoubtedly, the effect of multichannel retail service, namely Click&Collect service on shopping behaviour is more complicated than a single channel service since multichannel consumer behaviours reduce natural boundaries of classical online and physical channels. This research examines the effect of Click&Collect service as an atmospheric element on consumer’s emotional states and behavioural response in terms of repurchase intention. Using survey methodology, data were collected through online self-completion questionnaire distributed to customers who experienced Click&Collect services at physical stores. Specifically, 241 responses were collected and data were then analysed using correlation and regression analysis methods. We utilised a wide range of environmental psychology paradigms and SERVQUAL model to analyse customers’ emotional states and behaviours in multichannel retail settings that helped formulate multichannel retailing strategies as well as opportunities for generating synergies across multiple channels. Additionally, current knowledge drawn from the academic literature and industry practice, exploratory research on consumer buying behaviour, managerial implications for retailers, and potential directions for future research will also be discussed in this paper.

Year2017
JournalInternational Proceedings of Economics Development and Research
Journal citation87, pp. 43-51
Digital Object Identifier (DOI)https://doi.org/10.7763/ipedr
Web address (URL)http://www.ipedr.com/vol87/007-EB1004.pdf
Accepted author manuscript
License
All rights reserved
File Access Level
Open
Publication dates
Print12 Feb 2017
Publication process dates
Deposited10 Aug 2022
Permalink -

https://openresearch.lsbu.ac.uk/item/91848

Download files


Accepted author manuscript
007-EB1004.pdf
License: All rights reserved
File access level: Open

  • 6
    total views
  • 4
    total downloads
  • 0
    views this month
  • 0
    downloads this month

Export as

Related outputs

Applying Flow Theory to Omnichannel Consumer Behaviour: A Systematic Literature Review
Nguyen, L.T.T., Graham, C., Luong, N. and Tran, M.K. (2022). Applying Flow Theory to Omnichannel Consumer Behaviour: A Systematic Literature Review. The 3rd International Conference on Marketing in the Connected Age (MICA-2022). Da Nang City, Vietnam 01 - 01 Oct 2022 The Danang University of Economics.
The Impact of Click and Collect’s Service Quality on Customer Emotion and Purchase Decision: A Case Study of Mobile World in Vietnam
Hung Le, Q., Nguyen, L.T.T. and Pham, N.T.A. (2019). The Impact of Click and Collect’s Service Quality on Customer Emotion and Purchase Decision: A Case Study of Mobile World in Vietnam. Journal of Asian Finance, Economics and Business. 6 (1), pp. 195-203. https://doi.org/10.13106/jafeb.2019.vol6.no1.195