A binding tie: why do customers stick to omnichannel retailers?

Abstract

Purpose

This study employed the commitment–trust theory in social psychology and relationship marketing to explore female customers' perception of channel integration quality in omnichannel retailing and its influence on their relationship commitment to and trust in the relationship with retailers, and thus on their stickiness. Channel integration quality consists of two dimensions: channel service configuration (channel choice breadth and channel service transparency) and integrated interactions (content consistency, process consistency and perceived fluency).

Design/methodology/approach

The study was carried out via a questionnaire survey, to which 868 valid responses were collected. The partial least squares technique was used to test the hypotheses.

Findings

Channel service transparency and perceived fluency influence relationship commitment; content consistency, process consistency and perceived fluency all have significant effects on trust. Interestingly, although less influential than integrated interactions, channel service configuration is the foundation of channel integration quality, testifying to its significant role.

Originality/value

This study provides strong evidence on how channel integration quality affects customer stickiness. Moreover, this study replicates the finding of significant relationships among relationship commitment, trust and stickiness in omnichannel retailing.

Citation

Lin, S.-W., Huang, E.Y. and Cheng, K.-T. (2023), "A binding tie: why do customers stick to omnichannel retailers?", Information Technology & People, Vol. 36 No. 3, pp. 1126-1159. https://doi.org/10.1108/ITP-01-2021-0063