Thus, while our findings support previous research that highlights price as a driver of showrooming (e.g., Dennis and Chevalier (2001), our data confirm the role of additional product-, customer- and channel-based characteristics as determinants of showrooming behavior, many of which demonstrate stronger relative statistical effects (see Table 2). For example, channel characteristics relating to trust are shown to be crucial in understanding showrooming dynamics. The data reveals a strong and statistically significant negative relationship between customers’ trust of in-store sales employees and in-store value taking. A lack of trust in online stores is also confirmed to antecede online showrooming behavior wherein customers intentionally take value from different online stores before purchasing from a different online provider. Thus, in line with the findings of Chiou et al. (2012), our data indicate that a customer's distrust of in-store and online retailers’ sales tactics and customer service approaches fuel showrooming activities.
Thus, while our findings support previous research that highlights price as a driver of showrooming (e.g., Dennis and Chevalier (2001), our data confirm the role of additional product-, customer- and channel-based characteristics as determinants of showrooming behavior, many of which demonstrate stronger relative statistical effects (see Table 2). For example, channel characteristics relating to trust are shown to be crucial in understanding showrooming dynamics. The data reveals a strong and statistically significant negative relationship between customers’ trust of in-store sales employees and in-store value taking. A lack of trust in online stores is also confirmed to antecede online showrooming behavior wherein customers intentionally take value from different online stores before purchasing from a different online provider. Thus, in line with the findings of Chiou et al. (2012), our data indicate that a customer's distrust of in-store and online retailers’ sales tactics and customer service approaches fuel showrooming activities.
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