Online Channel Integration

Value Creation and Customer Reactions in Online and Physical Stores

  • Jochen Binder

Table of contents

  1. Front Matter
    Pages I-XX
  2. Jochen Binder
    Pages 1-44
  3. Jochen Binder
    Pages 45-64
  4. Jochen Binder
    Pages 183-223
  5. Jochen Binder
    Pages 224-231
  6. Back Matter
    Pages 232-281

About this book


Today, most firms employ online and offline distribution channels. Customers combine both channels for information search and purchase. However, researchers and practitioners are still lacking insight concerning the creation of additional customer value, in terms of a seamless purchase experience, by combining the online and offline channels. Also, it is unclear if these channel integration activities can actually help multichannel firms obtain a strategic advantage over their online pureplay competitors. Jochen Binder investigates how, why, and to what extent an integrated online channel increases customer value and leads to higher willingness to pay, customer loyalty, and purchase intention in a firm's online and offline stores.


Ø  Definition and Operationalization of Online Channel Integration

Ø  Experimental Analysis of the Relationship between Online Integration and Customer Reactions

Ø  Implications for Companies operating Online and Offline Distribution Channels

Ø  Managerial Suggestions for the Implementation of an Integrated Channel System


Target Groups

·        Researchers and Students in Business Administration, especially Marketing, Sales, and Market Research

·        Multichannel Managers, Market Researchers, Customer Relationship Managers, as well as E-Commerce and Brick-and-Mortar Specialists


The Author

Jochen Binder completed his doctoral thesis under the supervision of Prof. Dr. Marcus Schögel at the Institute of Marketing at the University of St. Gallen.


Channel integration Marketing Sales  E-Commerce  Multichannel Management

Authors and affiliations

  • Jochen Binder
    • 1
  1. 1.St. GallenSwitzerland

Bibliographic information

  • DOI
  • Copyright Information Springer Fachmedien Wiesbaden 2014
  • Publisher Name Springer Gabler, Wiesbaden
  • eBook Packages Business and Economics
  • Print ISBN 978-3-658-04572-2
  • Online ISBN 978-3-658-04573-9
  • About this book