Understanding the customer experience in the age of omni-channel shopping

  1. Mosquera, Ana 1
  2. Olarte Pascual, Cristina 1
  3. Juaneda Ayensa, Emma 1
  1. 1 Universidad de La Rioja
    info

    Universidad de La Rioja

    Logroño, España

    ROR https://ror.org/0553yr311

Revista:
Icono14

ISSN: 1697-8293

Año de publicación: 2017

Título del ejemplar: Las comunicaciones en el nuevo paradigma de marketing. Experiencias, relevancia, engagement y personalización

Volumen: 15

Número: 2

Tipo: Artículo

DOI: 10.7195/RI14.V15I2.1070 DIALNET GOOGLE SCHOLAR lock_openDialnet editor

Otras publicaciones en: Icono14

Repositorio institucional: lock_openAcceso abierto Editor

Resumen

La omnicanalidad es una de las revoluciones más importantes en los últimos años en el comercio minorista, afectando a una variedad de áreas como el marketing, el comercio, la comunicación o los sistemas de información. El marketing omnicanal hace referencia a la estrategia de marca que integra todos los canales disponibles para crear una experiencia de compra sin fisuras que aumenta la conveniencia y el compromiso del cliente durante el proceso de compra. El objetivo de este estudio es proporcionar una visión general del estado del arte de este fenómeno con una cuádruple contribución. Primero, reduce la confusión del término omnicanal, demarcando claramente los conceptos multi-, cross y omnicanalidad. Segundo, ofrece una visión general de la actual experiencia del consumidor en un entorno omnicanal. Tercero, se presentan nuevas líneas de investigación relacionadas con el marketing omnicanal. Finalmente, se discuten las implicaciones teóricas y de gestión de este tema de actualidad.

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Información de financiación

This work was funded by the Chair in Commerce at the University of La Rioja (Spain). A. M. would also like to acknowledge a research trainee (FPI) grant from the regional government of La Rioja (C.A.R.)

Financiadores

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