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The Impact Of Integration Quality On Customer Equity In Data Driven Omnichannel Services Marketing, Tasnim M Taufique Hossain, Shahriar Akter, Uraiporn Kattiyapornpong, Samuel Fosso Wamba

Faculty of Business - Papers (Archive)

The plethora of digital channels has shifted multichannel services to an omnichannel environment. In the omnichannel context, the borderline of offline, online and digital channels is diminishing as consumers utilize several channels simultaneously to complete any purchases. Additionally, as more channels are introduced, the amount of customer data collected at each touch point is increasing rapidly. However, the urgent need to integrate all information with service attributes within these channels will result in increasing cost and consequently customer dissatisfaction if they are disintegrated. To address this phenomenon, this research focuses towards developing quality dimension for data driven omnichannel services marketing. …