Exploring customer experience during channel switching in omnichannel retailing context: A qualitative assessment

• Published in: Journal of retailing and consumer services 2022-01, Vol.64, p.102803, Article 102803
• Main Authors: Nguyen, Anh Thi Van, McClelland, Robert, Thuan, Nguyen Hoang
• Format: Article
• Language: English
• Subjects: Channel switching; Customer emotions; Customer experience; Omnichannel; Qualitative assessment
• ISSN: 0969-6989; 1873-1384
• DOI: 10.1016/j.jretconser.2021.102803

Customer channel switching behaviour in the digital revolution is becoming more complicated and difficult to comprehend. This study follows the interpretative approach to examine customer intention behind channel switching behaviour and the customer experience during the channel switching journey in the omnichannel context. To explore the phenomenon, we conducted twenty-three in-depth interviews and four focus group discussions with millennial customers of electronic goods omnichannel retailers. We found two new reasons for channel switching—the influence of social groups and perceived self-efficacy of the switching behaviour. Key factors affecting channel choices during switching are product attributes, trust/perceived uncertainty, social influence, customer characteristics, review culture, and time constraints. Customers expressed mixed emotions during the journey, which affected their choices during channel switching. We further proposed a framework to explain channel switching behaviour under the social cognitive theory. The study furthered the reasons for channel switching and the customer experience during switching. To the best of our knowledge, this study is pioneering, in examining the phenomenon in the omnichannel retailing context. Based on the findings, the study provides suggestions to enhance customer experience optimisation and retention strategies for omnichannel retailers.