Linking business model design and operational performance: The mediating role of supply chain integration

DOI码：

10.1016/j.indmarman.2021.04.009

发表刊物：

Industrial Marketing Management

项目来源：

"2020AAA0103804 71971202 72002063"

关键字：

Source attractiveness/credibility model Retailer brand attractiveness Retailer brand credibility Transaction uncertainty Online–offline channel integration

摘要：

Transaction uncertainty is an impediment to customer satisfaction and remains a problem in the dual-channel retailing context. Most consumers use web stores for information and evaluation. This process influences their subsequent retailer selection and consumer satisfaction. In this study, the retailer brand, as the source of transaction information, is considered as a solution to the problem of transaction uncertainty. Brand attractiveness, the affective aspect of brand, is identified as an affective-based uncertainty mitigator and is considered together with brand credibility, the cognitive aspect of brand. Drawing on the source attractiveness/credibility model, retailer brand attractiveness and credibility are proposed and confirmed to reduce transaction uncertainty, in turn improving customer satisfaction. The moderating role of online–offline channel integration on the uncertainty reduction effect of retailer brand attractiveness and credibility is investigated. Online–offline channel integration has been found to be the essential condition for the uncertainty reduction effect of retailer brand attractiveness. Online–offline channel integration is also found to form a synergy with retailer brand credibility in reducing uncertainty. These findings show that the web stores of dual-channel retailers should invest in brand attractiveness and credibility orderly and coordinate brand investment with online–offline channel integration.

备注：

The authors thanks Hefu Liu for his valuable comments and suggestions on this paper. This work was supported by the National Key R&D Program of China (2020AAA0103804), the National Natural Science Foundation of China (NSFC: 71971202 and 72002062). The funding source had no involvement in the study design; in the collection, analysis or interpretation of the data; in the writing of the report; or in the decision to submit the article for publication.

合写作者：

Liu, Along, Liu, Hefu, & Gu, Jibao*.

学科门类：

管理学

文献类型：

J

卷号：

96

页面范围：

60-70

ISSN号：

0019-8501

是否译文：

否

发表时间：

2021-01-01

发布期刊链接：

https://doi.org/10.1016/j.indmarman.2021.04.009