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dc.contributor.authorRodríguez Torrico, Paula 
dc.contributor.authorSan Martín Gutiérrez, Sonia 
dc.contributor.authorSan José Cabezudo, Rebeca
dc.date.accessioned2021-03-16T09:57:12Z
dc.date.available2021-03-16T09:57:12Z
dc.date.issued2020-10
dc.identifier.issn1468-4527
dc.identifier.urihttp://hdl.handle.net/10259/5649
dc.description.abstractPurpose – Nowadays some consumers consider themselves as “omnichannels” – they combine both physical and digital channels expecting a seamless shopping experience – since they view their shopping process from a multiple-channel viewpoint. Giving that situation, the aim of this paper is to test the role of consumers’ omnichannel tendency (omni-tendency) in the information processing in the digital channel. Design/methodology/approach – Based on the Elaboration Likelihood Model (ELM), emotions as well as utilitarian and hedonic experiences are proposed to understand consumer attitude towards the digital store. Through a survey, data were collected from 284 digital shoppers. PLS path modelling and PLS-MGA were used to test the research hypotheses. Findings – The results confirm that emotions positively affect the evaluation of the experiences, which in turn improves the attitude towards the digital store. Focusing on the differences among consumers, the findings show that for consumers with low omni-tendency the emotions are key to improve the evaluation of their experiences. Moreover, regarding the attitude, consumers with more omni-tendency follow the central route to process the information; and consumers with less omni-tendency follow the peripheral route. Originality/value – This paper contributes to the literature in three ways. First, this research includes the study of omni-tendency, as a consumer trait, in the information processing developed in the digital channel, ignored in the literature. Second, this work contributes to information processing theories in digital context confirming, specifically the applicability of ELM into the omnichannel context. This offers support to the application of traditional theories to explain new phenomena. Third, and in line with the previous contribution, this work goes a step further in understanding ELM theory by including other constructs –the omni-tendency and emotions– to explain the information processing in the digital context.en
dc.format.mimetypeapplication/pdf
dc.language.isoenges
dc.publisherEmeraldes
dc.relation.ispartofOnline Information Review. 2020, V. 44, n. 7, p. 1347-1367es
dc.subjectOmnichannel tendencyen
dc.subjectEmotionsen
dc.subjectExperiencesen
dc.subjectDigital channelen
dc.subjectInformation processingen
dc.subject.otherMarketingen
dc.subject.otherTecnologíaes
dc.subject.otherTechnologyen
dc.titleThe role of omnichannel tendency in digital information processingen
dc.typeinfo:eu-repo/semantics/article
dc.rights.accessRightsinfo:eu-repo/semantics/openAccess
dc.relation.publisherversionhttps://doi.org/10.1108/OIR-08-2019-0272es
dc.identifier.doi10.1108/OIR-08-2019-0272
dc.journal.titleOnline Information Reviewes
dc.volume.number44es
dc.issue.number7es
dc.page.initial1347es
dc.page.final1367es
dc.type.hasVersioninfo:eu-repo/semantics/acceptedVersion


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