Abstract
This chapter discusses differences and preferences among consumer generations, e.g. ‘Baby Boomers’, ‘Generation X’, ‘Generation Y’ (Millennials) and ‘Generation Z’, regarding their use of omnichannel retailing including their purchase and fulfilment needs, willingness to use this format, attitudes and behaviors, and subsequent effects on their satisfaction and loyalty. The development of omnichannel and fulfilment strategies is of increasing concern for international retailers. However, strategic challenges go beyond just targeting consumers via various communication and distribution channels to include the ongoing development and integrated management of such strategies to foster appropriate online purchasing and fulfilment and two-way communication with target generations for mutual data and information exchange. A systematic literature review was undertaken of omnichannel’s theoretical and practical dimensions and its relation to consumer generations. Subsequent analysis found consumer willingness to accept omnichannel options grows over time of use and that use is highly dependent on age moving through generations from Baby Boomers through Generations X, Y and Z. Suggestions for strategic development of these generational segments and fulfilment applications were lacking and this chapter concludes with suggestions for future research and practical applications in expanded strategic areas to address this gap and enable retailers to better meet generational needs and provide appropriate purchase and fulfilment strategies to increase satisfaction and loyalty.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Ainsworth J, Ballantine PW. “Consumers” cognitive response to website change. J Retail Consum Serv. 2017;37:56–66.
Arnone R. The omnichannel marketplace: a look at modern consumers [thesis]. Rochester Institute of Technology; 2017. Available at: https://scholarworks.rit.edu/theses/9513/. Accessed 18 Oct 2017.
Ataide AA. Omni-channel Luxury retailing: exploring luxury consumers channel practices [thesis for the marketing masters degree]. University of Porto, Faculty of Economics; 2017. Available at: https://sigarra.up.pt/fep/pt/pub_geral.show_file?pi_gdoc_id=1031512. Accessed 18 Oct 2017.
Atkins KG, Hyun SYJ. Smart shoppers purchasing experiences: functions of product, type, gender, and generation. Int J Mark Stud. 2016;8(2):1–12.
Bakewell C, Mitchell VW. Generation Y female consumer decision-making styles. Int J Retail Distrib Manag. 2003;31(2):95–106.
BigCommerce and Square. Omni-channel retail in 2017. What brands need to know and modern consumer shopping habits. 2017. Available at: https://www.bigcommerce.com/blog/omni-channel-retail/. Accessed 15 Dec 2017.
Blom AB, Lange F, Hess RL Jr. Omnichannel-based promotions effects on purchase behaviour and brand image. J Retail Consum Serv. 2017;39:286–95.
Brosdahl DJC, Carpenter JM. U.S. male generational cohorts: retail format preferences, desired retail attributes, satisfaction and loyalty. J Retail Consum Serv. 2012;19(6):545–52.
Chatterjee P, Kumar A. Consumer willingness to pay across retail channels. J Retail Consum Serv. 2017;34:264–70.
Cook G. Customer experience in the omni-channel world and the challenges and opportunities this presents. J Direct Data Digit Mark Pract. 2014;15(4):262–6.
Cooke JA. Protean supply chains. Ten dynamics of supply and demand alignament. Hoboken: Wiley; 2014.
Dabija DC, Băbuţ R. Empirical study on the impact of service, communication and corporate social responsability on the image of Romanian retail brands. Proc Soc Behav Sci. 2014;109:906–12.
Dabija DC, Babut R, Dinu V, Lugojan M. Cross-generational analysis of information searching based on social media in Romania. Transform Bus Econ. 2017;16(41):248–70.
Dabija DC, Grant DB. Investigating shopping experience and fulfilment in omnichannel retailing: a proposed comparative study in Romania and UK of generation Y consumers. The 21st LRN Annual Logistic Network Conference; 2016 September 7–9; Hull, UK.
Dholakia RR, Dholakia N, Chattopadhyay A. Indigenous marketing practices and theories in emerging economies: customer behaviour and retail transformation in India. J Bus Res. 2018;86:406–15.
Dorman AJ. Omni-channel retail and the new age consumer: an empirical analysis of direct-to-consumer channel interaction in the retail industry [CMC senior theses, paper 590]. Claremont McKenna College; 2013. Available at: https://scholarship.claremont.edu/cmc_theses/590. Accessed 17 Jun 2018.
Eriksson N, Rosenbroijer CJ, Fagerstrom A. “The relationship between young consumers” decision-making styles and propensity to shop clothing online with a smartphone. Proc Comput Sci. 2017;212:169–76.
Euromonitor. The world’s Gen Xers: latchkey kids (29–44s) come into their own. 2009. Available at: www.euromonitor.com/the-worlds-gen-xers-latchkey-kids-29-44s-come-into-their-own/report. Accessed 7 Jun 2016.
Fernie J, Grant DB. Fashion logistics. London: Kogan Page; 2015.
Glass A. Understanding generational differences for competitive success. Ind Commer Train. 2007;39(2):98–103.
Harris E. A look at omni-channel retailing. 2012. Available at: https://www.retailitinsights.com/doc/a-look-at-omni-channel-retailing-0001. Accessed 10 Dec 2017.
Hur HJ, Lee HK, Choo HJ. Understanding usage intention in innovative mobile app service: comparison between millennial and mature consumers. Comput Hum Behav. 2017;73:353–61.
Inman JJ, Nikolova H. Shopper-facing retail technology: a retailer adoption decision framework incorporating shopper attitudes and privacy concern. J Retail. 2017;93(1):7–28.
Juaneda-Ayensa E, Mosquera A, Murillo YS. Omnichannel customer behaviour: key drivers of technology acceptance and use and their effects on purchase intention. Front Psychol. 2016;7(1117):1–11.
Kermark M, Staflund L. Omni-channel retailing: blurring the lines between online and offline [Master of Science thesis in Business Administration]. Jonköping: Jonköping International Business School; 2015.
Lazaris C, Vrechopoulos A, Fraidaki K, Doukidis G. Exploring the omnichannel shopper behaviour. AMA SERVSIG, International Service Research Conference; 2014 June 13–15; Thessaloniki, Greece.
Lee T, Park C, Jun J. Two faces of mobile shopping: self-efficacy and impulsivity. Int J E-Bus Res. 2014;10(1):15–32.
Loroz PS, Helgeson JG. Boomers and their babies: an exploratory study comparing psychological profiles and advertising appeal effectiveness across two generations. J Mark Theory Pract. 2013;21(3):289–306.
Lu J, Yao JE, Yu CS. Personal innovativeness, social influences and adoption of wireless internet services via mobile technology. J Strateg Inf Syst. 2005;14(3):245–68.
Melero I, Sese FJ, Verhoef PC. Recasting the customer experience in todays omni-channel environment. Universia Bus Rev. 2016;2016(50):18–37.
Moschis GP. Generational marketing. In: Jones IR, Higgs P, Ekerdt DJ, editors. Consumption and generational change: the rise of consumer life-styles. New Brunswick: Transaction Publishers; 2009. p. 149–69.
Nisar TM, Prabhakar G. What factors determine e-satisfaction and consumer spending in e-commerce retailing? J Retail Consum Serv. 2017;39:135–44.
Norum PS. Examination of generational differences in household apparel expenditures. Fam Consum Sci Res J. 2003;32(1):52–75.
Park S, Lee D. An empirical study on consumer online shopping channel choise behaviour in omni-channel environment. Telematics Inform. 2017;34(8):1398–407.
Parmet A. Generation Y vs. baby boomers: shopping behavior, buyer involvement and implications for retailing. J Retail Consum Serv. 2013;21:189–99.
Pawar S, Sarmah T. Omni-channel retailing: the opulent blend moving towards a customer driven approach. J Arts Sci Commer. 2015;6(3):1–10.
Piotrowicz W, Cuthbertson R. Introduction to the special issue: information technology in retail: toward Omnichannel retailing. Int J Electron Commer. 2014;18(4):5–16.
Pozza ID, Heitz-Spahn S, Texier L. Generation Y multichannel behaviour for complex services: the need for human contact embodied through a distance relationship. J Strateg Mark. 2017;25(3):226–39.
Priporas CV, Stylos N, Fotiadis AK. Generation Z consumer’s expectations of interactions in smart retailing: a future agenda. Comput Hum Behav. 2017;11:374–81.
Raymond A. Here comes generation Z. CabinetMaker+FMD. 2012;26(4):20–1.
Rigby D. The future of shopping. Harv Bus Rev. 2011;89(12):65–76.
Savoiu G, Dinu V, Ciuca S. Foreign direct investment based on country risk and other macroeconomic factors. Econometric models for Romanian economy. Rom J Econ Forecast. 2013;16(1):39–61.
Sener A. Influences of adolescents on family purchasing behaviour: perceptions of adolescents and parents. Soc Behav Personal Int J. 2011;39(6):747–54.
Singh S. Generation Z: rules to reach the multinational consumer. Sapient; 2013. Available at: www.sapient.com/content/dam/sapient/sapientnitro/pdfs/insights/TR1_GenZ.pdf. Accessed 15 Jun 2016.
Torrico-Rodrigues P, San Jose Cabezudo R, San-Martin S. Tell me what they are like and I will tell you where they buy. An analysis of omnichannel consumer behaviour. Comput Hum Behav. 2017;68:465–71.
Tranfield D, Denyer D, Smart P. Towards a methodology for developing evidence-imformed management knowledge by means of systematic review. Br J Manag. 2003;14:207–22.
Twenge JM, Campbell SM, Hoffman BJ, Lance CE. Generational differences in work values: leisure and extrinsic values increasing, social and intrinsic values decreasing. J Manag. 2010;36(5):1117–42.
Valkeneers G, Vanhoomissen T. Generations living their life: the differences in lifestyle and consumer behaviour between busters and baby boomers. J Consum Behav. 2015;11(1):53–68.
Vasiliu C, Felea M, Albastroiu I, Dobrea M. Exploring multi-channel shopping behaviour towards IT&C products, based on business students opinion. Amfiteatru Econ. 2016;18(41):184–98.
Vatamanescu E-M, Alexandru V-A, Cristea G, Radu L, Chirica O. A demand-side perspective of bioeconomy: the influence of online intellectual capital on consumption. Amfiteatru Econ. 2018;20(49):536–52.
Vatamanescu EM, Nistoreanu BG, Mitan A. Competition and consumer behaviour in the context of the digital economy. Amfiteatru Econ. 2017;19(45):354–66.
Verhoef PC, Kannan PK, Inman JJ. From multi-channel retailing to omni-channel retailing. Introduction to the special issue on multi-channel retailing. J Retail. 2015;21(2):174–81.
Williams E. Generation X consumer behavior. 2017. Available at: http://yourbusiness.azcentral.com/generation-x-consumer-behavior-9585.html. Accessed 20 Jun 2017.
Yee PM, Heuthger M. Omni-channel logistics. A DHL perspective on implications and use cases for the logistics industry. Troisdorf: DHL Solutions & Innovation; 2015.
Young E. How millennials get news: inside the habits of America’s first digital generation. Chicago: Associated Press-NORC Center for Public Affairs Research & American Press Institute; 2015.
Zentes J, Morschett D, Schramm-Klein H. Strategic retail management. Text and international cases. 3rd ed. Wiesbaden: Springer-Gabler; 2017.
Acknowledgments
This work was supported by a grant from the Romanian National Authority for Scientific Research and Innovation, CNCS-UEFISCDI, project number PN-II-RU-TE-2014-4-0312.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Popa, I.D., Dabija, DC., Grant, D.B. (2019). Exploring Omnichannel Retailing Differences and Preferences Among Consumer Generations. In: Văduva, S., Fotea, I., Văduva, L., Wilt, R. (eds) Applied Ethics for Entrepreneurial Success: Recommendations for the Developing World. GSMAC 2018. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-030-17215-2_9
Download citation
DOI: https://doi.org/10.1007/978-3-030-17215-2_9
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-17214-5
Online ISBN: 978-3-030-17215-2
eBook Packages: Business and ManagementBusiness and Management (R0)