Study questionnaire
| Channel disintegration (adapted from Chen and Chi, 2021) |
|---|
| Inconsistent Promotion |
| IP1 The retailer's physical store and website have an inconsistent brand name, slogan, and logo |
| IP2* The retailer's website highlights in-store promotions not offered in the physical store |
| IP3 The retailer's website does not provide the address and contact information of the physical store |
| IP4 The retailer's physical store does not advertise its website through pamphlets, receipts, and bags in its physical store |
| IP5 The retailer's website does not publish advertisements in the physical store, through emails, or on the website and social media platforms |
| Inconsistent Price and Product Assortment |
| PP1 The apparel retailer has inconsistent product descriptions in the physical store and website |
| PP2 The apparel retailer has inconsistent product classifications in both its physical store and on its website |
| PP3 The apparel retailer has inconsistent information on stock availability in both the physical store and the website |
| PP4 The apparel retailer has inconsistent product prices in both the physical store and on the website |
| PP5 The apparel retailer has inconsistent discounts in both the physical store and website |
| Absence of anticipation (adapted from (Noordewier and Breugelmans, 2013)) |
| AN1 The product or service offerings of the retailer are unpredictable |
| AN2 The inconsistent product or service offerings of the retailer occur suddenly |
| AN3 The product or service offerings of the retailer are unexpected |
| Surprise (adapted from (Kim and Mattila, 2013)) |
| SU1 I am surprised by the products or services offered by the retailer |
| SU2 I am astonished by the products or services offered by the retailer |
| SU3 I am amazed by the products or services offered by the retailer |
| Delight (adapted from (Barnes et al., 2016)) |
| Based on the retailer's strategies, how often do you feel … |
| DE1 Elated |
| DE2 Delight |
| DE3 Gleeful |
| Satisfaction (adapted from (Chang and Li, 2022)) |
| SA1 Overall, I am satisfied with the goods and services offered by the retailer |
| SA2 Overall, I am happy shopping with this retailer |
| SA3 Overall, my choice to shop with this retailer has been wise |
| Vendor Lock-in (adapted from (Chiu et al., 2011)) |
| IA1*I have no trouble switching between firms |
| IA2 I do not like switching to another firm after I have spent time searching a retailer's website |
| IA3 I am committed to this retailer |
| IA4 I feel loyalty toward this retailer |
| Shopping Motivation |
| Efficiency Shopping (adapted from (Wagner and Rudolph, 2010)) |
| ES1 I want to shop in an efficient manner |
| ES2 I want to acquire exactly what I desire in the least amount of time |
| ES3 I want to shop quickly and easily |
| ES4 I want to have an effortless shopping process |
| Bargain Hunting (adapted from (Wagner and Rudolph, 2010)) |
| BH1 I want to have an effortless shopping process |
| BH2 I want to look for discounts |
| BH3 I want to purchase products at the lowest price I can find |
| BH4 I want to take advantage of a sale |
| Variety Seeking (adapted from Ozen and Nil, 2014) |
| VS1 I want to shop to stay up-to-date with trends |
| VS2*I want to shop to stay up-to-date with new fashions. (R) |
| VS3 I want to shop to gain new experiences |
| VS4 I want to shop to see what new products are available |
| Channel disintegration (adapted from |
|---|
| IP1 The retailer's physical store and website have an inconsistent brand name, slogan, and logo |
| IP2* The retailer's website highlights in-store promotions not offered in the physical store |
| IP3 The retailer's website does not provide the address and contact information of the physical store |
| IP4 The retailer's physical store does not advertise its website through pamphlets, receipts, and bags in its physical store |
| IP5 The retailer's website does not publish advertisements in the physical store, through emails, or on the website and social media platforms |
| PP1 The apparel retailer has inconsistent product descriptions in the physical store and website |
| PP2 The apparel retailer has inconsistent product classifications in both its physical store and on its website |
| PP3 The apparel retailer has inconsistent information on stock availability in both the physical store and the website |
| PP4 The apparel retailer has inconsistent product prices in both the physical store and on the website |
| PP5 The apparel retailer has inconsistent discounts in both the physical store and website |
| AN1 The product or service offerings of the retailer are unpredictable |
| AN2 The inconsistent product or service offerings of the retailer occur suddenly |
| AN3 The product or service offerings of the retailer are unexpected |
| SU1 I am surprised by the products or services offered by the retailer |
| SU2 I am astonished by the products or services offered by the retailer |
| SU3 I am amazed by the products or services offered by the retailer |
| Based on the retailer's strategies, how often do you feel … |
| DE1 Elated |
| DE2 Delight |
| DE3 Gleeful |
| SA1 Overall, I am satisfied with the goods and services offered by the retailer |
| SA2 Overall, I am happy shopping with this retailer |
| SA3 Overall, my choice to shop with this retailer has been wise |
| IA1*I have no trouble switching between firms |
| IA2 I do not like switching to another firm after I have spent time searching a retailer's website |
| IA3 I am committed to this retailer |
| IA4 I feel loyalty toward this retailer |
| ES1 I want to shop in an efficient manner |
| ES2 I want to acquire exactly what I desire in the least amount of time |
| ES3 I want to shop quickly and easily |
| ES4 I want to have an effortless shopping process |
| BH1 I want to have an effortless shopping process |
| BH2 I want to look for discounts |
| BH3 I want to purchase products at the lowest price I can find |
| BH4 I want to take advantage of a sale |
| VS1 I want to shop to stay up-to-date with trends |
| VS2*I want to shop to stay up-to-date with new fashions. (R) |
| VS3 I want to shop to gain new experiences |
| VS4 I want to shop to see what new products are available |
Note(s): * indicates items that were deleted from the main study because their loadings were small and nonsignificant; (R) indicates reverse items
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