بررسی حفظ مشتریان با تجربه استفاده از تلفن همراه در کانال‌های یکپارچه با توجه به نقش اضافه بار اطلاعاتی محصول و جذابیت محصولات جایگزین

Beck N, Rygl D. “Categorization of multiple channel retailing in Multi-, Cross-, and Omni‐Channel Retailing for retailers and retailing”, Journal of retailing and consumer services, 2015; 27: 170-178.

Becker J.M, Klein K, Wetzels M. “Hierarchical latent variable models in PLSSEM: Guidelines for using reflective-formative type models”, Long Range Planning, 2012; 45(5-6): 359-394.

Becker L, Jaakkola E. “Customer experience: fundamental premises and implications for research”, Journal of the Academy of Marketing Science, 2020; 48(4): 630-648.

Bell D.R, Gallino S, Moreno A. “Showrooms and Information Provision in Omni‐channel Retail”, Production and Operations Management, 2015; 24(3): 360- 362.

Bernon M, Cullen J, Gorst J. “Online retail returns management”, International Journal of Physical Distribution & Logistics Management, 2016; 46(6/7): 584-605.

Berry L.L, Carbone L.P, Haeckel S.H. “Managing the total customer experience”, MIT Sloan management review, 2002; 43(3): 85-89.

Bhalla R. “The omni-channel customer experience: Driving engagement through digitization”, Journal of Digital and Social Media Marketing, 2014; 1: 365-372.

Bianchi R, Cermak M, Dusek O. “More than digital plus traditional: A truly omnichannel customer experience”, Retrieved from http://www.mckinsey.com/ business-functions/operations/our-insights/more-than-digital-plus-traditional-atruly- omnichannel-customer, 2016.

Bitner M, Ostrom A, Meuter M. “Implementing successful self-service technologies”, Academy of Management Executive, 2002; 16(4): 96-108.

Bueno E.V, Weber T.B.B, Bomfim E.L, Kato H.T. “Measuring customer experience in service: A systematic review”, The Service Industries Journal, 2019; 39(11-12): 779-798.

Cai Y.J, Lo C.K. “Omni-channel management in the new retailing era: A systematic review and future research agenda”, International Journal of Production Economics, 2020; 229: 107729.

Chauhan P, Sarabhai S. “Customer experience quality in omni-channel banking: identifying the factors affecting customer experience in the Indian context”, International Journal of Management Concepts and Philosophy, 2019; 12(2): 222-238.

Chopra S. “How omni-channel can be the future of retailing”, Decision, 2016; 43(2): 135-144.

Cummins S, Peltier J.W, Dixon A. “Omni-channel research framework in the context of personal selling and sales management”, Journal of Research in Interactive Marketing, 2016; 10(1): 2-16.

Denis C, Karsenty L. “Inter-usability of multi-device systems: A conceptual framework. In A. Seffah, & H. Javahery (Eds.)”, Multiple user interfaces: Cross-platformapplications and context-aware interfaces (pp. 373–385). West Sussex: John Wiley & Sons, Ltd, 2004.

Emrich O, Paul M, Rudolph T. “Shopping benefits of multichannel assortment integration and the moderating role of retailer type”, Journal of Retailing, 2015; 91(2): 326-342.

Eppler M.J, Mengis J. “The concept of information overload: a review of literature from organization science, accounting, marketing, MIS, and related disciplines”, Inf. Soc, 2004; 20(5): 325-344.

Fang J, Liu H, Li Y, Cai Z. “Retaining customers with in-store mobile usage experience in omni-channel retailing: The moderating effects of product information overload and alternative attractiveness”, Electronic Commerce Research and Applications, 2021; 46: 101028.

Gallino S, Moreno A. “Integration of online and offline channels in retail: the impact of sharing reliable inventory availability information”, Manage. Sci, 2014; 60(6): 1434-1451.

Gao F, Su X. “Omnichannel retail operations with buy-online-and-pick-up-instore”, Manage. Sci, 2017; 63(8): 2478-2492.

Heitmann M, Lehmann D.R, Herrmann A. “Choice goal attainment and decision and consumption satisfaction”, J. Mark. Res, 2007; 44(2): 234-250.

Herhausen D, Binder J, Schoegel M, Herrmann A. “Integrating bricks with clicks: Retailer-level and channel-level outcomes of online-offline channel integration”, Journal of Retailing, 2015; 91(2): 309-325.

Homburg C, Jozić D, Kuehnl C. “Customer experience management: Toward implementing an evolving marketing concept”, Journal of the Academy of Marketing Science, 2017; 45: 377-401.

Hübner A, Wollenburg J, Holzapfel A. “Retail logistics in the transition from multi-channel to omni-channel”, International Journal of Physical Distribution & Logistics Management, 2016; 46(6/7): 562-583.

Ishfaq R, Defee C, Gibson B.J, Raja U. “Realignment of the physical distribution process in omni-channel fulfillment”, International Journal of Physical Distribution & Logistics Management, 2016; 46(6/7): 543-561.

Jones M.A, Mothersbaugh DL, Beatty S.E. “Switching barriers and repurchase intentions in services”, J. Retail, 2000; 76(2): 259-274.

Joseph G. “Sustaining brick & mortar through omnichannel: An emerging story of retail business model convergence”, International Journal of Business and Management, 2015; 3: 203-211.

Kazancoglu I, Aydin H. “An investigation of consumers’ purchase intentions towards omni-channel shopping: A qualitative exploratory study”, International Journal of Retail & Distribution Management, 2018; 46: 959-976.

Kim M.K, Park M.C, Jeong D.H. “The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services”, Telecommunications policy, 2018; 28(2): 145-159.

Kleinlercher K, Linzmajer M, Verhoef P.C, Rudolph T. “Antecedents of webrooming in omnichannel retailing”, Frontiers in Psychology, 2020; 11: 606798.

Kolb D.A, Boyatzis R.E, Mainemelis C. “Experiential Learning Theory: Previous Research and New Directions”, Perspectives on Thinking, Learning, and Cognitive Styles, 2001; 1: 227-247.

Kleinlercher K, Emrich O, Herhausen D, Verhoef P.C, Rudolph T. “Websites as information hubs: how informational channel integration and shopping benefit density interact in steering customers to the physical store”, J. Assoc. Consumer Res, 2018; 3(3): 330-342.

Lee H.H, Kim J. “Investigating dimensionality of multichannel retailer’s crosschannel integration practices and effectiveness: Shopping orientation and loyalty intention”, Journal of Marketing Channels, 2010; 17: 281-312.

Li Q, Luo H, Xie P.X, Feng X.Q, Du R.Y. “Product whole life-cycle and omnichannel data convergence-oriented enterprise networks integration in a sensing environment”, Computer in Industry, 2015; 70(c): 23-45.

Loras S. “Four brands leading the way in multichannel marketing”, Retrieved from https://www.clickz.com/four-brands-leading-the-way-in-multichannel-marketing/ 91969/, 2016.

McCarthy M. “Experiential learning theory: from theory to practice”, J. Bus. Econ. Research, 2010; 8.

Melero I, Sese F.J, Verhoef P.C. “Recasting the customer experience in today’s Omni channel environment”, Universia Business Review, 2016; 50: 18-37.

Melsted L.R. “Retailers turn to omnichannel strategies to remain competitive”, Retrieved fromhttp://www.forbes.com/sites/samsungbusiness/2015/02/09/ retailers-turn-to-omnichannel-strategies-to-remain-competitive/#4c5312ff448d, 2015.

Mortensen M.H. “Understanding attractiveness in business relationships - a complete literature review”, Ind. Mark. Manage, 2012; 41(8): 1206-1218.

Oh L.B, Teo H.H. “Consumer value co-creation in a hybrid commerce servicedelivery system”, International Journal of Electronic Commerce, 2010; 14: 35-62.

Oh L.B, Teo H.H. “Consumer value co-creation in a hybrid commerce servicedelivery system”, International Journal of Electronic Commerce, 2010; 14(3): 35-62.

Piotrowicz W, Cuthbertson R. “Introduction to the special issue information technology in retail: Toward omnichannel retailing”, International Journal of Electronic Commerce, 2014; 18: 5-16.

Rangaswamy A, Van Bruggen G.H. “Opportunities and challenges in multichannel marketing: an introduction to the special issue”, J. Interact. Market, 2005; 19(2): 5-11.

Rapp A, Baker T.L, Bachrach D.G, Ogilvie J, Beitelspacher L.S. “Perceived customer showrooming behavior and the effect on retail salesperson self-efficacy and performance”, Journal of Retailing, 2015; 91(2): 358-369.

Rigby D, Kris M, Josh C, Suzanne T. “Omnichannel retailing: digital disruption and retailer opportunities”, Bain Retail Holiday Newsletter. Available online at: http://goo. gl/47MwZX, 2016.

Rodrígueztorrico P, Cabezudo R.S.J, Sanmartín S. “tell me what they are like and I will tell you where they buy. An analysis of omnichannel consumer behavior”, Computers in Human Behavior, 2017; 68: 465-471.

Rohm A.J, Swaminathan V. “A typology of online shoppers based on shopping motivations”, Journal of business research, 2004; 57(7): 748-757.

Saghiri S, Wilding R, Mena C, Bourlakis M. “Toward a three-dimensional framework for omni-channel”, Journal of Business Research, 2017; 77: 53-67.

Schmitt B. “Experience marketing: Concepts, frameworks and consumer insights”, Now Publishers Inc, 2011.

Shi S, Wang Y, Chen X, Zhang Q. “Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach”, International Journal of Information Management, 2020; 50: 325-336.

Shi S, Wang Y, Chen X, & Zhang Q. “Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach”, International Journal of Information Management, 2020; 50: 325-336.

Thaichon P, Phau I, Weaven S. “Moving from multi-channel to Omni-channel retailing: Special issue introduction”, Journal of Retailing and Consumer Services, 2020; 102311.

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”, Journal of Retailing, 2015; 91(2): 174-181.

Wallace D.W, Giese J.L, Johnson J.L. “Customer retailer loyalty in the context of multiple channel strategies”, Journal of retailing, 2018; 80(4): 249-263.