Cross Channel Consumer Behavior: A Moderate-Mediation Model in Online/Offline Purchasing

Abstract

Mobile technologies with internet access have led to the emergence of a new consumer buying process. This process influences online and offline (physical store) purchases, depending on the product to be purchased. Behavioral learning theories, such as the relationships between precurrent and current behaviors, can explain this new behavioral repertoire. The present study tested Cross Channel Behavior mediation (CCB) on the relationship between mobile device adoption with internet access and the frequency of purchase in online and offline channels, moderated by the types of goods (durable vs. non-durable). Through a quasi-experimental design, data were analyzed by Structural Equation Modeling. The results demonstrate that the adoption of mobile technologies has encouraged the occurrence of CCB dimensions (simultaneous search for information, price and product comparisons, and interaction with retailers/producers), with greater strength for non-durable goods, and that each CCB dimension changes the frequency of online and offline purchases, but the specific effect depends on the type of good. The research analyzes the process of new technologies adoption that generate new behaviors and that these encourage purchase frequency. JEL Classification Codes: C91, D12, L86.

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