Searching online and buying offline: Understanding the role of channel-, consumer-, and product-related factors in determining webrooming intention

Eugene Cheng-Xi Aw, Norazlyn Kamal Basha, Siew Imm Ng and Jo Ann Ho

Journal of Retailing and Consumer Services, 2021, vol. 58, issue C

Abstract: In recent times, the increasing accessibility of mobile technology has led to changes in consumers’ purchasing behavior. Despite the gloom and doom hearsay about how electronic commerce is threatening the existence of brick-and-mortar stores, by some indications, however, webrooming (i.e., the practice of researching items online, and then buying them offline) may be an even more common practice among shoppers. Against this background, this study proposes and empirically validates a comprehensive research model which incorporates consumer traits (i.e., need for touch, need for interaction, and price-comparison orientation), channel-related factors (i.e., online search convenience, perceived usefulness of online reviews, perceived helpfulness of in-store salespeople, and perceived risk of buying online), and smart shopping perception as antecedents of webrooming intention. Moreover, this study examines the moderating role of product category in predicting webrooming intention. A questionnaire-based survey was conducted. A total of 280 useable responses was collected and data was analyzed using partial least square structural equation modeling. The findings revealed significant direct and/or indirect effects (through smart shopping perception) of consumer traits and channel-related factors on webrooming intention. In addition, product category was found to moderate the relationship between price-comparison orientation, online search convenience, perceived risk, and webrooming intention. Theoretical and practical implications are discussed.

Keywords: Webrooming; Consumer traits; Shopping channel; Product category; Cross-channel shopping behavior; Smart shopping perception (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (20)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:58:y:2021:i:c:s0969698920313369

DOI: 10.1016/j.jretconser.2020.102328

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