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Smart city services (SCS) in contrast with other technology-based services, demand significant interaction and collaboration between the users and the service providers. This study examines the SCS delivery-channel characteristics and the users' personal (behavioral and demographic) characteristics that influence their satisfaction or dissatisfaction with the services, as well as their intention to adopt (i.e. continue using) the SCS-delivery channels.

A quantitative study using a structured questionnaire was conducted for this paper. The data-collection method was administered by emailing the survey to a list of 2,350 city/urban residents who are members of the two largest universities in the greater Dubai metropolis. A total of 600 completed responses (26 percent) were received back, while 580 useable responses (25 percent) were analyzed for this paper.

Our initial findings suggest that contrary to popular belief, it is not only SCS channel factors that influence user satisfaction and continuance intention. SCS users' personal characteristics (such as their user innovativeness and control-seeking behavior) are also pivotal in determining their satisfaction and intention to continue or not continue using the SCS-delivery channels.

The paper argues that both SCS channel factors and SCS users' personal characteristics jointly influence the users' experience of the services and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behaviors toward the emerging SCS channels in general, and it will be of great value to architects and designers of Smart City technologies around the world.

The paper argues that both SCS channel factors and SCS users' personal (behavioral and demographic) characteristics jointly influence the users' trials of the services, and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behavioral intentions toward the emerging SCS channels in general; and it will be of great value to architects and designers of Smart City technologies around the world.

This paper is one of the first few studies focused on investigating the antecedents of SCS usage behaviors in the Middle Eastern region.

The purpose of this paper is to investigate cognitive and affective customer service in Thailand's maltichannel retail environment. The research used the stimulus–organism–response model of consumer behaviour. The study's theoretical framework incorporated the multichannel service quality framework (Sousa and Voss, 2006) and a decomposed measure of customer experience, including cognitive and affective customer experience (Gao et al., 2021). Outcomes investigated included repurchase intention and word-of-mouth intention.

A quantitative survey of Thai consumers (aged 18 and over) who had purchased from multichannel retailers at least one time in the past year (n = 502) was conducted. Data were collected online and analysed using a structural equation modelling approach.

Significant factors in cognitive customer experience and affective customer experience included breadth of channel choice, transparency of channel, content consistency and process consistency. Effects differed in strength on these effects. Cognitive customer experience and affective customer experience influenced repurchase intention and word-of-mouth intention, with a stronger effect from affective customer experience.

This research presents an integrative model for customer experience in multichannel marketing, incorporating a well-established model of multichannel service quality and a decomposed measure of customer experience. It also illustrates the difference between cognitive customer experience and affective customer experience, which have different effect sizes from antecedents and different effects on outcome variables. This finding is a significant theoretical advancement.

Consumers increasingly experience multi‐channel service and a significant challenge for the service organization is to ensure that the design of the multi‐channel interface contributes to the service experience and helps to build bonds with customers. The purpose of this paper is to elucidate four features (i.e. problem‐handling, record accuracy, usability, and scalability) used by customers to evaluate multi‐channel service and investigates their impact on customer relationship and loyalty intentions.

The study involves an online survey with customers selected randomly in two service industries. Empirical data are analyzed using structural equation models.

Customer evaluations of the multi‐channel service interface have a strong influence on customer trust in the organization but a negligible impact on customer commitment. Trust, however, has a positive effect on commitment, thus enhancing customer loyalty.

The measures developed in the study represent a summary account for considerations involving multi‐channel service. However, the ability to capture the hypothesized roles of the multi‐channel service interface suggests a robust foundation for future research. These consumer‐based measures provide managers with a blueprint allowing for the integrated analysis and design of customer touch points.

This paper provides key variables to advance the study of multi‐channel service. Ways are suggested in which firms can benefit from a view of their service channels as an interface system to inform effective service design strategies.

The purpose of this paper is to complement existing work on multi‐channel environments of shopping experiences and retail channels by exploring the use of different channels in the consumer decision‐making processes associated with ticket purchase for performances in a regional annual theatre festival.

Analysis of the audience questionnaire focuses on the relative use of different channels and specifically the importance of the Internet in the stages leading up to attendance at the festival – awareness, information gathering, decision making and purchase transaction.

The extent of use of different channels at different stages in the decision‐making process varies, although the Internet is the only channel that can be and is used to support all stages of the process. Throughout the process, with the exception of purchase transaction, the use of word‐of‐mouth is significant. Customers who started using the Internet at the awareness stage often continued to use it. Neither gender nor age has a significant effect on patterns of channel use.

This study contributes to research into the use of multiple channels in consumer decision making, particularly in relation to customer multi‐channel employment, the factors that affect channel use, and the role of word‐of mouth in multi‐channel contexts.

This study aims to integrate brand and retailer levels variables to examine the direct and indirect relationships between omnichannel retailing and consumer engagement.

Survey data are collected from a sample consumers of different omnichannel retailing brands operating in the skin care industry. Partial least squares structural equation modeling is utilized.

The study finds brand channels' integrated interactions (process and content consistency) to increase consumer brand engagement. Findings show retailer consumer empowerment to intensify the impact of omnichannel retailing on consumer engagement. Results also show brand channels' integrated interactions to increase consumer brand familiarity, which mediates the effect of omnichannel retailing on consumer engagement.

This study suggests that integrating brand- and retailer-level variables is vital to understand the effect of omnichannel retailing on consumer engagement. The study concludes that for successful omnichannel strategy, collaboration between brands and retailers is imperative.

FEW workers display greater concentration than the man creating delightful glass objects on a seaside pier during the summer months. He is so intent on his work that he has small interest in the fascinated onlookers. Here is living proof that to the average worker nothing is more important than the nature and content of his job.

Despite the importance of the service design process, existing prototyping methods still have technical limitations, thus hampering the development of realistic service-experience simulations that can effectively reproduce service delivery situations and environments. In this study, a service-prototyping method based on 3D virtual reality (VR) technologies, the physical environment of a test bed, and related standard management procedures are described. In addition, a service-prototyping process for a servicescape is proposed based on a case study of an actual duty-free shop. The paper aims to discuss these issues.

The study adopts a qualitative approach, using case studies to undertake a design and improvement plans for brand guidance structures for the brand observation convenience of customers in a duty-free shop.

The findings of the study suggested environmental components and concept of 3D VR based test bed as an effective tool at the stage of service prototyping the core of new service development (NSD), and introduced practical methods for service prototyping in actual duty-free shop. The case study is significant due to the fact that it proved validity and practicality of the methods applied to service prototyping topic derivation and test process through target service analysis rather than optimal alternative selection.

This study emphasizes the importance of prototyping during NSD and the value of the service prototyping test bed for practical use. It also proposes guidelines for the establishment and management of the test bed.

In terms of service design research, this study also presented detailed operating procedures and methods through the new concept and in-depth case study of service prototyping using 3D VR technology.

One of the most significant implications of technological advances in the banking sector is the possibility of delivering banking services through electronic channels (e‐channels). E‐channels provide alternatives for faster delivery of banking services to a wider scope of customers. Nowadays, e‐channels have gained increasing popularity in delivering banking services. However, prior to the implementation of e‐channels, several factors and investment costs must be identified to ensure a more cost effective and efficient execution of e‐channel services. A survey is thus conducted to determine factors that are essential for the successful implementation of e‐channels by domestic commercial banks in Malaysia. Data were collected from primary sources and were analysed via frequency analysis and factor analysis. The results of the survey suggested that banks’ operation management is the main factor affecting the success of ATMs, PC and branch banking, while product innovation and knowledge development factors are found to have the most significant effect on the success of banking kiosks and phone banking respectively.

To achieve a full understanding of the role of marketing from plan to profit requires a knowledge of the basic building blocks. This textbook introduces the key concepts in the art or science of marketing to practising managers. Understanding your customers and consumers, the 4 Ps (Product, Place, Price and Promotion) provides the basic tools for effective marketing. Deploying your resources and informing your managerial decision making is dealt with in Unit VII introducing marketing intelligence, competition, budgeting and organisational issues. The logical conclusion of this effort is achieving sales and the particular techniques involved are explored in the final section.

The purpose of this paper is to examine the antecedents of consumers’ omnichannel (OC) adoption intention and explore how consumers’ personality trait affects their OC adoption behavior.

A total of 227 Korean consumers were invited to participate in a survey study, and partial least squares–structural equation modeling was performed to analyze the measurement and structural models.

The results show that three consumer groups by “Need for Cognition (NFC)” show different response to four identified OC attribute/benefits. Finally, the authors hypothesize and find that shed light on the possible ways to differentiate OC marketing for different target consumers and provide implications for practice and further research.

This study provides empirical evidence that OC is an expanded retail format of e-commerce, which is predominantly affected by how information on the cross-channel marketing mix/retail strategies is delivered to consumers. From communication perspective, findings suggest that retail communication strategy need more careful attention in dealing with individual difference of consumers. In addition, the significant role of NFC on consumers’ OC adoption process validates the importance of customization and differentiation in retailers’ message to different consumer groups. In order to do so, comprehensive analysis on consumer database may be necessary to develop personalized OC service. In-depth analysis of consumer profile may enable more specific methods for marketing and managing consumers in the OC context. Although the study provides additional empirical findings for consumers’ perception on selected characteristics of OC (i.e. delivery approach of information and service in OC and institutional mechanism of OC), there may be additional extrinsic motivation factors which affect consumers’ OC adoption behavior. Extrinsic factors such as web design, convenience, assortment, moving saving which trigger positive perception of OC, may be important determinants to consider. Furthermore, situational factor such as social media (Huseyinoglu et al., 2018) and behavioral factors such as platform use habit (Chen, 2018) may also be significant in assessing consumers’ OC adoption behavior. Finally, this study has been conducted on a particular culture setting, and the generalizability of study findings, particularly about the role of NFC may need to be improved by cross-culture evaluation.

NFC-high and medium consumers are likely to use the four OC service options in future, while a larger proportion of the NFC-low consumers shows negative response to the OC service usage. This evidently shows that innovative features of OC service are not homogenously adopted by consumers, and subject to their experience and intrinsic difference, adoption rate was found to vary. This suggests that companies need to pay careful attention in implementing innovative OC service, and may approach communication of information strategically for different consumer groups. For high-NFC consumers with previous BOPIS experience, retailers may effectively engage them by enhancing and expanding the BOPIS service features, yet for low-NFC consumers, raising awareness and initiating interest among unexperienced consumers may be more imminent issue. Indirect communication using peripheral cues may be necessary to draw less motivated consumer group.

The OC retailers may need to set the scope and range of information into in-depth information and simplified/unified information, and address the different type of information to different consumer groups in order to facilitate consumers’ OC adoption. For consumers with medium and high NFC, it may be necessary to provide in-depth, detailed information relevant to product quality and promotional items consistently both in on/offline channels to gain their trust. Consumers with low NFC are found to prefer unified and simplified messages on information for price, delivery, inventory in on/offline channels.

This study addresses the perceived value of unique and fundamental features and specificity of OC service by consumers with different personality trait. The authors develop consumers’ OC adoption model based on the theory of reasoned action, which depicts relationship between four extrinsic motivation factors and consumers’ intention for the OC usage, which is further differentiated by an intrinsic factor. We segment consumers based on individual difference of “NFC” and investigate how different consumer groups value different aspect of the selected OC attributes and benefits. Findings validate the importance of customization and differentiation in retailers’ message to different consumer groups and in facilitating consumers’ OC adoption.