Customer Loyalty in Urban Restaurants: The Role of Experience and Atmosphere
DOI:
https://doi.org/10.21512/becossjournal.v7i2.13742Keywords:
Experiential Marketing, Store Atmosphere, Service Quality, Customer LoyaltyAbstract
This study aims to investigate the influence of experiential marketing, store atmosphere, offline service quality, and electronic service quality on customer satisfaction and loyalty within the context of omnichannel urban restaurants in Indonesia. This study extends the S-O-R and ECT models by demonstrating how experiential and atmospheric cues outweigh functional digital factors in emerging market contexts. A quantitative method was employed, and data were collected through an online questionnaire distributed to customers who had experienced both online and offline services from urban restaurants. A total of 250 valid responses were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that customer satisfaction significantly affects customer loyalty, confirming its mediating role. Experiential marketing strongly influences both satisfaction and loyalty, emphasizing the importance of emotional and sensory engagement. Store atmosphere positively impacts satisfaction, underlining the role of physical environment in enhancing the dining experience. While offline service quality has a marginal effect on satisfaction, electronic service quality does not show a significant impact. These findings suggest that digital features alone are insufficient to generate emotional responses unless combined with meaningful physical interactions. Therefore, urban restaurant managers should prioritize integrated experiences that blend digital efficiency with memorable offline touchpoints. Future studies could examine moderating variables such as customer digital readiness or include constructs like trust or engagement to enrich the model. This study contributes to the growing literature on omnichannel customer experience by offering a comprehensive perspective that integrates both online and offline service quality into a unified satisfaction–loyalty framework.
Plum Analytics
References
Abigail, J., Sari, V. P., & Saputra, D. (2024). The Influence of Product Quality and Online Shopping Experience (OSE) on Consumer Loyalty Through Customer Satisfaction on Local Skincare Products. Procedia Computer Science, 234, 537–544. https://doi.org/10.1016/j.procs.2024.03.037
Askari, S., Javadinasr, M., Peiravian, F., Khan, N. A., Auld, J., & Mohammadian, A. (Kouros). (2024). Loyalty toward shared e-scooter: Exploring the role of service quality, satisfaction, and environmental consciousness. Travel Behaviour and Society, 37. https://doi.org/10.1016/j.tbs.2024.100856
Aw, E. C.-X. (2019). Understanding the webrooming phenomenon: Shopping motivation, channel-related benefits and costs. International Journal of Retail and Distribution Management, 47(10), 1074–1092. https://doi.org/10.1108/IJRDM-01-2019-0026
Ayisi-Nyarko, D., Masambuka-Kanchewa, F., & Yakubu, B. N. (2024). Post-Covid-19 pandemic extension delivery: A systematic review of E-extension services prospects in Ghana. Heliyon, 10(4), e26058. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e26058
Azhar, A., Syahla Dilla, R., Faridl, W., Yusuf, R. T., Purwaningdyah, S. W. S., & Fatihah, T. (2021). Whether E-Service Quality and E-Trust Are Able to Influence E-Customer Loyalty Through E-Customer Satisfaction on E-Commerce Lazada in Bandung City. Psychology and Education, 58(1), 6324–6330. https://doi.org/https://doi.org/10.17762/pae.v58i1.3788
Bazi, S., Filieri, R., & Gorton, M. (2023). Social media content aesthetic quality and customer engagement: The mediating role of entertainment and impacts on brand love and loyalty. Journal of Business Research, 160. https://doi.org/10.1016/j.jbusres.2023.113778
Belghiti, S. (2018). The Phygital Shopping Experience: An Attempt at Conceptualization and Empirical Investigation. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 61–74). https://doi.org/10.1007/978-3-319-68750-6_18
Bell, D. R. (2020). Customer supercharging in experience-centric channels. Management Science, 66(9), 4096–4107. https://doi.org/10.1287/mnsc.2019.3453
Bèzes, C. (2019). What kind of in-store smart retailing for an omnichannel real-life experience? In Recherche et Applications en Marketing (Vol. 34, Issue 1, pp. 91–112). https://doi.org/10.1177/2051570718808132
Bolton, R. N. (2022). Designing satisfying service encounters: website versus store touchpoints. Journal of the Academy of Marketing Science, 50(1), 85–107. https://doi.org/10.1007/s11747-021-00808-9
Büyükdağ, N. (2021). The effect of brand awareness, brand image, satisfaction, brand loyalty and WOM on purchase intention: An empirical research on social media. Business & Management Studies: An International Journal, 9(4), 1380–1398. https://doi.org/10.15295/bmij.v9i4.1902
Cankül, D., Kaya, S., & Kızıltaş, M. Ç. (2024). The effect of gastronomic experience on restaurant image, customer perceived value, customer satisfaction and customer loyalty. International Journal of Gastronomy and Food Science, 36. https://doi.org/10.1016/j.ijgfs.2024.100908
Chang, K.-C., & Cheng, Y.-S. (2023). How sensory perceptions and sensory brand experience influence customer behavioral intentions in the context of cartoon-themed restaurants. International Journal of Hospitality Management, 115, 103604. https://doi.org/https://doi.org/10.1016/j.ijhm.2023.103604
Changa, H. J., Eckmanb, M., & Yanb, R. N. (2011). Application of the stimulus-organism-response model to the retail environment: The role of hedonic motivation in impulse buying behavior. International Review of Retail, Distribution and Consumer Research, 21(3), 233–249. https://doi.org/10.1080/09593969.2011.578798
Chen, C. T. (2024). Atmospherics fosters customer loyalty: Exploring the mediating effects of memorable customer experience and customer satisfaction in factory outlet malls in Taiwan. Journal of Retailing and Consumer Services, 80. https://doi.org/10.1016/j.jretconser.2024.103936
Cheng, L., Wang, Y., Zhang, X., & Zhu, D. (2023). Double-edged sword of global demand heterogeneity: How service multinationals capture the benefits and mitigate the costs of managing customer knowledge. Journal of Business Research, 154, 113308. https://doi.org/10.1016/J.JBUSRES.2022.113308
Choi, S., Yi, Y., & Zhao, X. (2024). The human touch vs. AI efficiency: How perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment. Journal of Retailing and Consumer Services, 81. https://doi.org/10.1016/j.jretconser.2024.103969
Clara, C. (2019). Customer Brand Relationship: Peran Brand Love Terhadap Brand Commitment Dan Positive Word Of Mouth. Buletin Ekonomi: Manajemen, Ekonomi Pembangunan, Akuntansi, 17(1), 29–46. https://doi.org/10.31315/be.v17i1.5550
Clara, C. (2023). Dimensions of Omnichannel Retail Quality on Customer Satisfaction and Loyalty. Journal of International Conference Proceedings, 6(2), 44–57. https://doi.org/10.32535/JICP.V6I2.2348
Clara, C., & Tua, B. (2025). Physical and Digital Service Quality for Sustainable Customer Satisfaction in Lapo Tuak: Evidence from South Sumatra. Business Economic, Communication, and Social Sciences Journal (BECOSS), 7(1), 41–64. https://doi.org/10.21512/becossjournal.v7i1.12861
Cuesta-Valiño, P., Gutiérrez-Rodríguez, P., Núnez-Barriopedro, E., & García-Henche, B. (2023). Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context. Journal of Business Research, 156(June 2022). https://doi.org/10.1016/j.jbusres.2022.113475
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Essardi, N. I., Mardikaningsih, R., & Darmawan, & D. (2022). Service Quality, Product Diversity, Store Atmosphere, and Price Perception: Determinants of Purchase Decisions for Consumers at Jumbo Supermarket. Journal of Marketing and Business Research, 2(2), 95–104. https://doi.org/10.56348/mark.v2i2.52
Faddila, S. P., Khalida, L. R., & Fauji, R. (2022). E-Service Quality and E-Trust Models in Increasing Generation Z e-Customer Satisfaction in E-Wallet Transactions with ShopeePay Application. Jurnal Mantik, 6(1), 210–215. https://doi.org/https://doi.org/10.35335/mantik.v6i1.2260
Foster, J., & McLelland, M. A. (2015). Retail atmospherics: The impact of a brand dictated theme. Journal of Retailing and Consumer Services, 22, 195–205. https://doi.org/https://doi.org/10.1016/j.jretconser.2014.07.002
Fu, X. mei, Zhang, J. hua, & Chan, F. T. S. (2018). Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory. Transportation Research Part A: Policy and Practice, 113, 476–490. https://doi.org/10.1016/j.tra.2018.05.012
Gao, F. (2019). New Functions of Physical Stores in the Age of Omnichannel Retailing. In Springer Series in Supply Chain Management (Vol. 8, pp. 35–50). https://doi.org/10.1007/978-3-030-20119-7_3
Gupta, A., Sacks, G., Cameron, A. J., Huggins, C. E., Peeters, A., Backholer, K., Vanderlee, L., White, C. M., Scapin, T., Gomez-Donoso, C., Bennett, R., Dubin, J. A., & Hammond, D. (2024). Use of online food delivery services among adults in five countries from the International Food Policy Study 2018–2021. Preventive Medicine Reports, 43, 102766. https://doi.org/https://doi.org/10.1016/j.pmedr.2024.102766
Hallikainen, H., Alamäki, A., & Laukkanen, T. (2019). Individual preferences of digital touchpoints: A latent class analysis. Journal of Retailing and Consumer Services, 50(July 2018), 386–393. https://doi.org/10.1016/j.jretconser.2018.07.014
Ham, S., Lee, K.-S., Koo, B., Kim, S., Moon, H., & Han, H. (2021). The rise of the grocerant: Patrons’ in-store dining experiences and consumption behaviors at grocery retail stores. Journal of Retailing and Consumer Services, 62, 102614. https://doi.org/https://doi.org/10.1016/j.jretconser.2021.102614
Hameed, I., Zainab, B., Akram, U., Ying, W. J., Chan Xing, C., & Khan, K. (2025). Decoding willingness to buy in live-streaming retail: The application of stimulus organism response model using PLS-SEM and SEM-ANN. Journal of Retailing and Consumer Services, 84. https://doi.org/10.1016/j.jretconser.2025.104236
Han, J. L. & S. H. (2021). The Future of Service Post-COVID-19 Pandemic: Rapid Adoption of Digital Service Technology. In Springer (Vol. 1).
Hauser, M. (2021). Catch me if you scan: Data-driven prescriptive modeling for smart store environments. European Journal of Operational Research, 294(3), 860–873. https://doi.org/10.1016/j.ejor.2020.12.047
Högberg, J., Ramberg, M. O., Gustafsson, A., & Wästlund, E. (2019). Creating brand engagement through in-store gamified customer experiences. Journal of Retailing and Consumer Services, 50(May), 122–130. https://doi.org/10.1016/j.jretconser.2019.05.006
Jalil, N. A. A., Fikry, A., & Zainuddin, A. (2016). E-Atmospheric Effects on Youth Intention to Revisit a Cafe. Procedia Economics and Finance, 37, 497–503. https://doi.org/https://doi.org/10.1016/S2212-5671(16)30157-5
Jocevski, M. (2020). Blurring the Lines between Physical and Digital Spaces: Business Model Innovation in Retailing. California Management Review, 63(1), 99–117. https://doi.org/10.1177/0008125620953639
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006
Kim, S., Ham, S., Moon, H., Chua, B.-L., & Han, H. (2019). Experience, brand prestige, perceived value (functional, hedonic, social, and financial), and loyalty among GROCERANT customers. International Journal of Hospitality Management, 77, 169–177. https://doi.org/https://doi.org/10.1016/j.ijhm.2018.06.026
Kimiagari, S., & Asadi Malafe, N. S. (2021). The role of cognitive and affective responses in the relationship between internal and external stimuli on online impulse buying behavior. Journal of Retailing and Consumer Services, 61(March), 102567. https://doi.org/10.1016/j.jretconser.2021.102567
Kong, Y., Zhen, F., Zhang, S., Chang, E., Cheng, L., & Witlox, F. (2024). Unveiling the influence of the extended online-to-offline food delivery service environment on urban residents’ usage: A case study of Nanjing, China. Cities, 152, 105220. https://doi.org/https://doi.org/10.1016/j.cities.2024.105220
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(May), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Lazaris, C., Sarantopoulos, P., Vrechopoulos, A., & Doukidis, G. (2021). Effects of Increased Omnichannel Integration on Customer Satisfaction and Loyalty Intentions. International Journal of Electronic Commerce, 25(4), 440–468. https://doi.org/10.1080/10864415.2021.1967005
Le, T. H., Arcodia, C., Abreu Novais, M., Kralj, A., & Phan, T. C. (2021). Exploring the multi-dimensionality of authenticity in dining experiences using online reviews. Tourism Management, 85, 104292. https://doi.org/https://doi.org/10.1016/j.tourman.2021.104292
Lee, C.-H., & Chen, C.-W. (2021). Impulse Buying Behaviors in Live Streaming Commerce Based on the Stimulus-Organism-Response Framework on the Stimulus-Organism-Response Framework. MDPI. https://www.mdpi.com/2078-2489/12/6/241
Lee, Z. W. Y., Chan, T. K. H., Chong, A. Y. L., & Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90–101. https://doi.org/10.1016/J.INDMARMAN.2018.12.004
Li, B., Mousa, S., Reinoso, J. R. R., Alzoubi, H. M., Ali, A., & Hoang, A. D. (2023). The role of technology innovation, customer retention and business continuity on firm performance after post-pandemic era in China’s SMEs. Economic Analysis and Policy, 78, 1209–1220. https://doi.org/https://doi.org/10.1016/j.eap.2023.05.004
Li, H., & Suomi, R. (2009). A Proposed Scale for Measuring E-service Quality. International Journal of U- and e-Service, Science and Technology, 2(1), 1–10.
Lim, W. M., Aggarwal, A., & Dandotiya, R. (2022). Marketing luxury services beyond affluence in the new normal: Insights from fine dining during the coronavirus pandemic. Journal of Retailing and Consumer Services, 66. https://doi.org/10.1016/j.jretconser.2022.102936
Liu, G., Agostinho, F., Duan, H., Song, G., Wang, X., Giannetti, B. F., Santagata, R., Casazza, M., & Lega, M. (2020). Environmental impacts characterization of packaging waste generated by urban food delivery services. A big-data analysis in Jing-Jin-Ji region (China). Waste Management, 117, 157–169. https://doi.org/https://doi.org/10.1016/j.wasman.2020.07.028
Ma, B., Wong, Y. D., Teo, C.-C., & Wang, Z. (2024). Enhance understandings of Online Food Delivery’s service quality with online reviews. Journal of Retailing and Consumer Services, 76, 103588. https://doi.org/https://doi.org/10.1016/j.jretconser.2023.103588
Mallari, E. F. I., Ato, A., C. K., Crucero, L. J. M. O., Escueta, J. T., Eslabra, V. A. P., & Urbano, P. E. M. (2023). The mediating role of impulse buying on hedonic shopping motivation and life satisfaction of online shoppers in the Philippines. International Social Science Journal, 73(249), 861–872. https://doi.org/10.1111/issj.12430
Matsuoka, K. (2022). Effects of revenue management on perceived value, customer satisfaction, and customer loyalty. Journal of Business Research, 148, 131–148. https://doi.org/10.1016/j.jbusres.2022.04.052
Mehrabioun, M. (2024). A multi-theoretical view on social media continuance intention: Combining theory of planned behavior, expectation-confirmation model and consumption values. Digital Business, 4(1). https://doi.org/10.1016/j.digbus.2023.100070
Mishra, S. (2021). Consumer retention through phygital experience in omnichannel retailing: role of consumer empowerment and satisfaction. Journal of Strategic Marketing. https://doi.org/10.1080/0965254X.2021.1985594
Mulyawati, S., & Handayani, B. (2020). The Relationship between Celebrity Endorsement, Brand Experience, Brand Love, and Brand Emotional Value of Nature Republic Cosmetics. The International Journal of Social Sciences World, 2(01), 85–94. https://doi.org/10.5281/zenodo.3900126
Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution and Logistics Management, 47(4), 263–296. https://doi.org/10.1108/IJPDLM-06-2016-0161
Nam, Y., Lee, S., & Lee, H. (2025). Consumer preferences for unmanned stores: A choice experiment study. Journal of Retailing and Consumer Services, 82, 104061. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.104061
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions 17(4), 460–469. Journal of Marketing Research, 17(4), 460–469.
Ortis, I., & Casoli, A. (2009). IDC Retail Insights Publishes a Guide to Enabling Immersive Shopping Experiences; The rise of omnichannel shopping requires providing an immersive and superior customer experience regardless of channel. • IDG UK. https://www.idg.co.uk/news/idc-retail-insights-publishes-a-guide-to-enabling-immersive-shopping-experiences-the-rise-of-omnichannel-shopping-requires-providing-an-immersive-and-superior-customer-experience-regardless-of-channe/
Pangarkar, A., Arora, V., & Shukla, Y. (2022). Exploring phygital omnichannel luxury retailing for immersive customer experience: The role of rapport and social engagement. Journal of Retailing and Consumer Services, 68(December 2021), 103001. https://doi.org/10.1016/j.jretconser.2022.103001
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. https://www.researchgate.net/publication/225083802
Prentice, C., Wang, X., & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50(April), 50–59. https://doi.org/10.1016/j.jretconser.2019.04.020
Qiu, N., Li, H., Pan, C., Wu, J., & Guo, J. (2024). The study on the relationship between perceived value, satisfaction, and tourist loyalty at industrial heritage sites. Heliyon, 10(17). https://doi.org/10.1016/j.heliyon.2024.e37184
Rajabion, L., Khorraminia, M., Andjomshoaa, A., Ghafouri-Azar, M., & Molavi, H. (2019). A new model for assessing the impact of the urban intelligent transportation system, farmers’ knowledge and business processes on the success of green supply chain management system for urban distribution of agricultural products. Journal of Retailing and Consumer Services, 50(May), 154–162. https://doi.org/10.1016/j.jretconser.2019.05.007
Ramesh, R., Venkatesa Prabhu, S., Sasikumar, B., Kiruthika Devi, B. S., Prasath, P., & Praveena Rachel Kamala, S. (2023). An empirical study of online food delivery services from applications perspective. Materials Today: Proceedings, 80, 1751–1755. https://doi.org/https://doi.org/10.1016/j.matpr.2021.05.500
Ryu, K., & Han, H. (2010). Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality and Tourism Research, 34(3), 310–329. https://doi.org/10.1177/1096348009350624
Salvietti, G., Ziliani, C., Ieva, M., & Ranfagni, S. (2022). Omnichannel retailing and post-pandemic recovery: building a research agenda. International Journal of Retail &Distribution Management . https://doi.org/10.1108/IJRDM-10-2021-0485
Same, S., & Larimo, J. (2012). Marketing Theory: Experience Marketing and Experiential Marketing. 480–487. https://doi.org/10.3846/BM.2012.063
Segoro, W. (2013). The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty. Procedia - Social and Behavioral Sciences, 81, 306–310. https://doi.org/10.1016/j.sbspro.2013.06.433
Seo, K., & Roh, T. (2025). Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model. Journal of Retailing and Consumer Services, 82, 104079. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.104079
Siqueira, J. R. (2020). A 2020 perspective on “Spreading the word: How customer experience in a traditional retail setting influences consumer traditional and electronic word-of-mouth intention.” Electronic Commerce Research and Applications, 40. https://doi.org/10.1016/j.elerap.2020.100930
Swaid, S., & Wigand, R. T. (2009). Measuring the quality of E-service: Scale development and initial validation. Journal of Electronic Commerce Research, 10(1). https://www.researchgate.net/publication/228623561
Tahir, A. H., Adnan, M., & Saeed, Z. (2024). The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review. Heliyon, 10(16). https://doi.org/10.1016/j.heliyon.2024.e36254
Tamakloe, R., Zhang, K., Atandzi, J., & Park, D. (2024). Examining urban delivery service user profiles and determinants of drone delivery adoption in Ghana considering usage before and after the COVID-19 pandemic. Transport Policy, 146, 279–294. https://doi.org/https://doi.org/10.1016/j.tranpol.2023.12.004
Tyrväinen, O., Karjaluoto, H., & Saarijärvi, H. (2020). Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail. Journal of Retailing and Consumer Services, 57(July). https://doi.org/10.1016/j.jretconser.2020.102233
Vuong, B. N., Voak, A., Hossain, S. F. A., Phuoc, N. T., & Dang, L. H. (2024). The Impact of Corporate Social Responsibility on Customer Loyalty through Brand Trust and Brand Reputation: Evidence from Low-Cost Airlines. Transportation Research Procedia, 80, 111–118. https://doi.org/10.1016/j.trpro.2024.09.015
Wibowo, A., Chen, S.-C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2020). Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience. Sustainability, 13(1), 189. https://doi.org/10.3390/su13010189
Wolverton, C. C., Hirschheim, R., Black, W. C., & Burleson, J. (2020). Outsourcing success in the eye of the beholder: Examining the impact of expectation confirmation theory on IT outsourcing. Information and Management, 57(6). https://doi.org/10.1016/j.im.2019.103236
Wu, I. L., Chiu, M. L., & Chen, K. W. (2020). Defining the determinants of online impulse buying through a shopping process of integrating perceived risk, expectation-confirmation model, and flow theory issues. International Journal of Information Management, 52. https://doi.org/10.1016/j.ijinfomgt.2020.102099
Yang, H. (2024). The utility of remote work solutions in the post-pandemic era: Exploring the mediating effects of productivity and work flexibility. Technology in Society, 78. https://doi.org/10.1016/j.techsoc.2024.102613
Yang, T., Yang, F., & Men, J. (2023). Understanding consumers’ continuance intention toward recommendation vlogs: An exploration based on the dual-congruity theory and expectation-confirmation theory. Electronic Commerce Research and Applications, 59. https://doi.org/10.1016/j.elerap.2023.101270
Zhao, J., Liu, Q., Lee, M.-K., Qi, G., & Liu, Y. (2024). Consumers’ usage of errand delivery services: The effects of service quality and consumer perception. Journal of Retailing and Consumer Services, 81, 104048. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.104048
Zhao, W. (2020). Examining the channel choice of experience-oriented customers in omni-channel retailing. International Journal of Information Systems in the Service Sector, 12(1), 16–27. https://doi.org/10.4018/IJISSS.2020010102
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Catharina Clara, Celesta Flora Irawan, Monaly Sandra
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
USER RIGHTS
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)
