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One‐stop shopping for logistics services has been a popular concept in theory, but so far has not been very successful in practice. Reviews the theoretical basis for the concept and reports the findings of a shipper‐carrier comparison study about one‐stop shopping expectations for international logistics services. Shows that international shippers located in the USA rate the expected effects of one‐stop shopping as positive. Global carrier managers appear to be in tune with these shippers, although they tend to be somewhat less optimistic about the effects of one‐stop shopping. Certain shipper characteristics appear indicative of shipper enthusiasm for adopting the one‐stop shopping concept. Formulates implications of these findings for global carriers.

One‐stop financial shopping at major retailers has so far proved to be less of a boon than was expected. Early consumer studies point to problems with consumer acceptance, customer satisfaction, market segments, and marketing programs. There is no denying the existence of tantalizing opportunities, but most providers have failed to capitalize on these possibilities. The authors suggest that such firms adopt a different approach. The best approach for surmounting these problems and capitalizing on the existing opportunities is (1) proper market segmentation, (2) target marketing, and (3) well‐suited marketing strategies. Nontraditional providers should stop trying to be all things to all customers; they should be more selective and precise in their offerings. More specifically, findings indicate: 1. Consumers who feel comfortable shopping one‐stop financial services do so conditionally. The major retailers' lack of expertise in financial services and the questionable ability of personnel are primary areas of concern. 2. The relatively small segment of consumers who feel comfortable shopping for financial services offered by retailers prefer the convenience of the one‐stop service. Also these consumers accept favorably the national retail chains because of their established reputations. 3. Retailers offering financial services have had problems in identifying target markets and developing satisfied and repeat customers. Nevertheless, opportunities do exist if cross‐selling of present offerings to selected markets can be further cultivated.

The purpose of this paper is to explore the influence of time convenience on shopping behaviour in the light of a time scarcity phenomenon that is reported to have reached epidemic proportions in many markets.

The paper begins with a survey of consumer households, examining the importance shoppers assign to time convenience. This is followed by a supply‐side comparison of malls and shopping strips against the attributes of time convenience.

The results indicate that time convenience has a salient influence on consumers' patronage behaviour, and that malls and strips differ in their provision of this key attribute.

Retail planners must give serious thought to creating retail environments that allow shoppers to “buy” time. Providing time convenience via one‐stop shopping, extended trading hours, proximity to home or work and enclosure offers one such strategy for the shopping mall and shopping strip.

The focus on convenience provides practitioners with a strategic alternative to hedonic strategies. It is also one of the first studies to investigate retail centre patronage from both a demand‐and supply‐side perspective.

Customer journey is more omnichannel than ever. Currently, one of the most influential omnichannel behaviors is research shopping in its two predominant forms: webrooming and showrooming. The purpose of this study is to determine the possible moderating effect of each of these behaviors from a cognitive-affective perspective.

The proposed theoretical framework was applied to a sample of 636 mobile phone users.

The results indicated that research shopping moderated the intensity of the relationship between emotions and perceived value and between emotions and satisfaction. The analysis of the moderating effect of each concrete type of research shopping behavior indicated that negative emotions had a more intense negative effect on perceived value and satisfaction in the case of webrooming than in the case of showrooming.

This study focused on determining the possible moderating effect of research shopping vs one-stop shopping and webrooming vs showrooming on the intensity of the relationship between emotions, perceived value and satisfaction, considering determining factors of customer engagement to retailers (Han and Jeong, 2013). To achieve this objective, the authors performed a quantitative research in the Spanish market, choosing mobile phones as a reference product. The results will contribute to the current state of omnichannel retailing research by the analysis – through a cognitive-affective approach – of the consequences that research shopping and each of its two basic types (webrooming and showrooming) have on retailers.

El proceso de compra de los clientes es más omnicanal que nunca. En la actualidad, uno de los comportamientos de compra omnicanal más influyentes es el denominado research shopping en sus dos formas predominantes: el webrooming y el showrooming. El objetivo principal de este estudio es determinar el posible efecto moderador de cada uno de estos comportamientos desde una perspectiva cognitivo-afectiva.

El marco teórico propuesto se aplicó a una muestra de 636 usuarios de teléfonos móviles. Asimismo, se realizó un análisis multigrupo para comparar si existen diferencias entre los consumidores que realizan research shopping y los compradores unicanal, así como entre los webroomers frente a los showroomers.

Los resultados muestran que la conducta research shopping modera la intensidad de la relación entre las emociones y el valor percibido, y entre las emociones y la satisfacción. El análisis del efecto moderador de cada tipología concreta de research shopping evidencia que, en el caso del webrooming, las emociones negativas tienen un efecto negativo sobre el valor percibido y sobre la satisfacción más intenso que en el caso del showrooming.

Este estudio contribuye al estado actual de la investigación sobre la estrategia omnicanal mediante el análisis −a través de un enfoque cognitivo-afectivo− de las consecuencias que el research shopping y cada una de sus dos tipologías básicas (webrooming y showrooming) tienen para los minoristas.

Research shopping, Webrooming, Showrooming, Emociones, Valor percibido, Satisfacción

Trabajo de investigación

Why do some customers cross‐buy different services from the same provider while others are less disposed to do so? The present research examines the drivers of the customers’ cross‐buying intentions for services. Cross‐buying refers to the customer's practice of buying additional products and services from the existing service provider in addition to the ones s/he currently has. The results obtained from two samples of service consumers indicate that the customers’ cross‐buying intentions are primarily associated with image conflicts about the provider's abilities to deliver high‐quality services from different service activities, and the perceived convenience of cross‐buying from the same provider. Customers’ experiences with the service provider have a weaker or marginal effect on cross‐buying.

Examines “total outsourcing” – taking over the whole facilities management problem – as a service offered by an outside commercial company, ranging from financial management through technical systems management to total facilities management. Explores the compatibility of provider and purchaser, and staff involvement, among other possible pitfalls which potential purchasers would be well advised to take into account. In short, caveat emptor.

Business process re‐engineering can be a very effective tool for introducing cost‐effective changes into an organisation to the benefit of the organisation and its customers. The article reports on the introduction of “One Stop Shops” into a UK metropolitan local government organisation commenting on the success of the venture and the problems encountered in introducing a new competency based pay structure for front office staff.

This paper aims to conceptualize and test an integrated model of online grocery buying intention by extending technology acceptance model by adding several antecedents of online grocery shopping behaviour such as physical effort, time pressure, entertainment value, product assortment, economic values, website design aesthetics, etc. The ultimate dependent variable was consumer’s satisfaction with buying process of grocery product via online platform.

The model was tested over online grocery shoppers using structural equation modelling approach. To enhance the validity of the finding, common method bias and social desirability bias were also assessed.

As product assortment was found to have a significant impact on both perceived ease of use and perceived usefulness, it supports the notion of one-stop solution as a major driver to attract buyers to buy groceries online. Findings also highlight the importance of entertainment value and economic value as key variables which shape the buyer’s satisfaction and purchase loyalty behaviour. Overall, the results support the proposed model.

The findings of this study would be helpful for online marketers to get more website visits and to increase conversion rates, i.e. getting their visitors to spend more time on the website and to make purchase.

This integrated framework tested here is quite comprehensive in nature, as it includes the influence of time pressure, physical effort and product assortment on online buying behaviour. These basic yet important variables to study, especially when the industry (online grocery shopping) is still in its nascent stage, are missing from the literature. The present study also involves a rigorous data analysis process followed by assessment of common method bias and psychometric property test. Such approach is rare in existing body of knowledge. The study uses S-O-R framework for hypothesis and model development, which is also rare in context of online grocery shopping.

Seeks to describe library federated search engines MetaLib and WebFeat as research tools by comparing MetaLib with WebFeat and by highlighting their strengths and weaknesses against Google and Google Scholar.

This study tested MetaLib and WebFeat from various libraries; attended vendor demos and asked vendors questions; reviewed literature; and interviewed system administrators of MetaLib and WebFeat.

MetaLib and WebFeat have fundamental differences between them. They cannot compete with Google in speed, simplicity, ease of use, and convenience, nor can they be truly one‐stop shopping. Their strengths lie in the contents they search as well as in the objective way they retrieve and display results. With the federated search engines, information literacy education is still relevant.

The comprehensive comparisons of MetaLib and WebFeat from the perspectives of both users and system administrators are original. It helps libraries make decisions when they select federated search engines, and it gives libraries realistic expectations of federated search engines compared with Google.

Process management is a managerial approach characterised by the focus on business processes that can provide an important contribution to the management of public sector organisations. The significance of this approach for the management of inter‐organisational relations in the public sector is highlighted. A model for the analysis of the factors enabling the implementation of process management in the public sector is proposed. The Italian experience of the one‐stop shops for businesses is studied; the relevance of process management approaches for the success of this reform is shown. Implications for public managers at all levels of government are discussed.