A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing

• DOI: 10.1016/j.jretconser.2021.102550
• Publication Date: 2021-04-02T10:25:51Z
• Authors: Yanika Tueanrat; Savvas Papagiannidis; Eleftherios Alamanos
• Keywords: Omnichannel; Customer Satisfaction; Customer intelligence; Customer to customer; Customer delight; Customer Equity

Abstract In light of the complex customer behaviour and customer journeys in omnichannel retailing, this study aims to investigate customer co-creation behaviour, customer response and customer experiential values as critical aspects of the customer journey, and examine their impact on the level of customer journey satisfaction. The results confirmed the significance of all factors, except information seeking and arousal, in all phases and exploration in the post-purchase phase, on customer journey satisfaction. For a further examination, this study classified the participants into three different segments according to their journey pattern and scrutinised whether the impact of the three predictors of customer journey satisfaction varied across customer segments. The analysis showed that customer segments were fragmented. The impact of customer co-creation behaviour, customer response and customer experiential values on customer journey satisfaction varied across the three customer segments. A heatmap highlighted the most influential factors of each customer segment. The study yielded several theoretical contributions and insights into omnichannel customers for managers.