A regulatory focus theory approach to understanding cross-channel free-riding behaviour

Sandrine Heitz-Spahn (), Lydie Belaud () and Jean-Marc Ferrandi ()
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Sandrine Heitz-Spahn: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine, IAE Nancy - IAE Nancy School of Management - UL - Université de Lorraine
Lydie Belaud: CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine, IUT de Metz - UL - Université de Lorraine
Jean-Marc Ferrandi: LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - Nantes Univ - IAE Nantes - Nantes Université - Institut d'Administration des Entreprises - Nantes - Nantes Université - pôle Sociétés - Nantes Univ - Nantes Université, ONIRIS - École nationale vétérinaire, agroalimentaire et de l'alimentation Nantes-Atlantique

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Abstract: In a competitive omni-channel retail environment, consumers can easily compare products and prices across retailers and channels, thus adopting cross-channel free-riding behaviors such as "showrooming" and "webrooming". This study examines the similarities and differences between showrooming and webrooming by investigating the higher-order motivations that drive individuals' decisions. Two components of consumer regulatory orientation are considered: the intensity of regulatory orientation and the type of regulation (promotion/prevention). The results of a questionnaire survey of 700 respondents show, firstly, that high intensity of regulatory orientation explains channel and retailer switching. Secondly, while showroomers and webroomers share the same level of prevention orientation, they differ in their promotion orientation. Showroomers are more promotionoriented than webroomers, which means that they take more risks to achieve their goal, may delay their purchase if this allows them to find a more suitable offer, and break the rules more than webroomers. Finally, this study identifies a segment of consumers who are accustomed to adopting both behaviors. These findings have several relevant managerial implications for omnichannel retailers in terms of customer segmentation and communication strategy.

Keywords: showrooming; webrooming; free-riding behavior; cross-channel free-riding behavior; multichannel shopping behavior; regulatory focus theory; prevention orientation; promotion orientation (search for similar items in EconPapers)
Date: 2024-05
Note: View the original document on HAL open archive server: https://hal.univ-lorraine.fr/hal-04457674v1
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Published in Journal of retailing and consumer services, 2024, 78, pp.103749. ⟨10.1016/j.jretconser.2024.103749⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04457674

DOI: 10.1016/j.jretconser.2024.103749

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