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• W2898861821 abstract "Purpose This paper introduces the term “omni-channel capability” and tests its validity. The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on omni-channel capability. Design/methodology/approach An online survey was used to evaluate the new concept of “omni-channel capability” and LSQ from the consumer’s perception. A two split sample technique was used to validate omni-channel capability and test the impact of LSQ on it through structural equation modeling. Factor analysis and structural equation modeling were performed to introduce, test and validate omni-channel capability, and test the study’s hypotheses. Consumers who had previously shopped from both the online and physical stores of a particular retailer completed a self-administered survey. Findings The findings supported the use of the term “omni-channel capability,” which has three elements: channel consistency, cross-channel and social media. The results also revealed the positive impact of operational LSQ on omni-channel capability. Practical implications Taking consumer perceptions as a reference point, this study reveals major issues that retailers should focus on while pursuing an omni-channel strategy. The findings also highlight the need for retailers to ensure operational LSQ to implement an omni-channel management strategy. Originality/value To improve on the limited theoretical understanding and empirical grounding of omni-channel management, this study described the three elements of omni-channel capability. The impact of operational LSQ on omni-channel capability gives empirical support for the theorized hierarchy of dynamic capabilities (zero- and first-order capabilities)." @default.
• W2898861821 created "2018-11-09" @default.
• W2898861821 creator A5002691125 @default.
• W2898861821 creator A5004435127 @default.
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• W2898861821 date "2018-11-01" @default.
• W2898861821 modified "2023-10-05" @default.
• W2898861821 title "Revealing the impact of operational logistics service quality on omni-channel capability" @default.
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• W2898861821 doi "https://doi.org/10.1108/apjml-08-2017-0169" @default.
• W2898861821 hasPublicationYear "2018" @default.
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