%0 Generic %1 hummel2016determinants %A Hummel, Dennis %A Schacht, Silvia %A Maedche, Alexander %B 37th International Conference on Information Systems (ICIS) %C Dublin, Ireland %D 2016 %K delivery.model product.strategy service.strategy %T Determinants of Multi-Channel Behavior: Exploring Avenues for Future Research in the Services Industry %U http://aisel.aisnet.org/icis2016/HumanBehavior/Presentations/9/ %X The rise of new technologies has led companies to offer their products and services on multiple channels. This has turned consumers into multi-channel shoppers and rendered their channel choice unpredictable. Yet, a thorough understanding of multi-channel behavior is needed to influence it appropriately. We conducted a systematic literature review on the determinants of multi-channel behavior with a focus on services, and numerically assessed the research frequency of each behavioral influence. Our results show that multi-channel behavior is influenced by the stage of the buying process, the channel characteristics, the consumer attributes and the product category. Moreover, we discovered that services are under-researched compared to the retail sector. Based on these under-researched areas, we derive three research questions that enhance the knowledge on multi-channel behavior in the service industry. Further, we offer an outlook for an upcoming laboratory experiment.

@conference{hummel2016determinants, abstract = {The rise of new technologies has led companies to offer their products and services on multiple channels. This has turned consumers into multi-channel shoppers and rendered their channel choice unpredictable. Yet, a thorough understanding of multi-channel behavior is needed to influence it appropriately. We conducted a systematic literature review on the determinants of multi-channel behavior with a focus on services, and numerically assessed the research frequency of each behavioral influence. Our results show that multi-channel behavior is influenced by the stage of the buying process, the channel characteristics, the consumer attributes and the product category. Moreover, we discovered that services are under-researched compared to the retail sector. Based on these under-researched areas, we derive three research questions that enhance the knowledge on multi-channel behavior in the service industry. Further, we offer an outlook for an upcoming laboratory experiment.}, added-at = {2017-02-01T15:42:36.000+0100}, address = {Dublin, Ireland}, author = {Hummel, Dennis and Schacht, Silvia and Maedche, Alexander}, biburl = {https://www.bibsonomy.org/bibtex/2d38ff9deea642b2b4921e66ec3f800a2/ispma}, booktitle = {37th International Conference on Information Systems (ICIS)}, interhash = {b0b47ea798caa67164f8c72717c836d4}, intrahash = {d38ff9deea642b2b4921e66ec3f800a2}, keywords = {delivery.model product.strategy service.strategy}, timestamp = {2017-02-01T15:42:36.000+0100}, title = {Determinants of Multi-Channel Behavior: Exploring Avenues for Future Research in the Services Industry}, url = {http://aisel.aisnet.org/icis2016/HumanBehavior/Presentations/9/}, year = 2016 }