Cross-Channel Integration and Consumer Retention Model Inventory

The Website highlights in-store promotions that are taking place in the physical store.

The Website advertises the physical store by providing the address and contact information of the physical store.

The Website allows customers to search for products available in the physical store.

The firm allows checking of inventory status at the physical store through the Website.

The firm allows customers to choose any physical store from which to pick up their online purchases.

The firm maintains integrated purchase history of customers’ online and offline purchases.

The firm allows customers to access their prior integrated purchase history.

The in-store customer service centre accepts return, repair or exchange of products purchased online.

The Website provides post-purchase services such as support for products purchased at physical stores.

Talking to the salespersons and/or visiting the website of the retailer helps me compare the price and quality of the items of the store with other competitors.

Through various social media, the retailer provides me with an opportunity to learn about the experiences/choices of other consumers.

Through emails, SMSs, in store promotions and POS communication systems, the retailer provides relevant information on items, brands and their usage.

I feel great if my feedback and preferred choice set is included in the retailer’s future collection.

For me, the larger the choice set, the higher is the shopping satisfaction.

In general, I was happy with the shopping experience.

In general, I was pleased with the quality of the service this retailer provided.

In general, my choice to purchase from this retailer was a wise one.

I feel loyalty toward this retailer.

Even if this retailer was difficult to reach, I would still keep buying there.

I am very committed to this retailer.

I am willing to make an effort to shop at this retailer.

I do most of my shopping at this retailer.

I care a lot about this retailer from which I frequently purchase.

I am doubtful that this retailer has accurately portrayed his or her true characteristics.

I am uncertain that this retailer has truthfully described his or her selling practices.

I feel that this retailer may have misrepresented the product in his or her website description.

I am uncertain that this retailer has fully disclosed all product defects.

I am doubtful that this retailer will deliver the product as promised in a timely manner.

I am concerned that this retailer may back out on our agreement.

I am afraid that this retailer may attempt to defraud me.

I feel that dealing with this retailer involves a high degree of uncertainty about the retailer's quality.