...Jian Liu; Chong Wang; Jixiao Wang Purpose Omnichannel retail increases consumer cross-channel shopping, which heightens attrition risk for retailers. Prior research has largely overlooked channel harmonization strategies responsive to such behavior. This study aims to examine consumer cross...

... managers insights into how to design new training programmes that are appropriate for omnichannel service environments. In addition, we address a persistent theoretical research gap related to identifying the “appropriate blend of employee and technology-based service” (Verhoef et al., 2009 , p...

... experience in different types of retail channels. However, what is missing is a unified framework to guide safe customer experience initiatives across all channels. Therefore, this study aims to investigate the safety elements in omnichannel retailing as perceived by customers and how these safety elements...