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Consumers, channels and communication: Online and offline communication in service consumption

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Consumers, channels and communication: Online and offline communication in service consumption. / van Dijk, G.; Minocha, S.; Laing, A.
In: Interacting with Computers, Vol. 19, No. 1, 2007, p. 7-19.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

van Dijk, G, Minocha, S & Laing, A 2007, 'Consumers, channels and communication: Online and offline communication in service consumption', Interacting with Computers, vol. 19, no. 1, pp. 7-19. https://doi.org/10.1016/j.intcom.2006.07.007

APA

van Dijk, G., Minocha, S., & Laing, A. (2007). Consumers, channels and communication: Online and offline communication in service consumption. Interacting with Computers, 19(1), 7-19. https://doi.org/10.1016/j.intcom.2006.07.007

Vancouver

van Dijk G, Minocha S, Laing A. Consumers, channels and communication: Online and offline communication in service consumption. Interacting with Computers. 2007;19(1):7-19. doi: 10.1016/j.intcom.2006.07.007

Author

van Dijk, G. ; Minocha, S. ; Laing, A. / Consumers, channels and communication : Online and offline communication in service consumption. In: Interacting with Computers. 2007 ; Vol. 19, No. 1. pp. 7-19.

Bibtex

@article{e48be9bbf04240b984c32b8d2b861a30,
title = "Consumers, channels and communication: Online and offline communication in service consumption",
abstract = "This paper reports on a study that investigated consumer use of e-services in a multi-channel context. Many HCI studies on the use of e-services focus on the use of the online channel in relative isolation. This study attempts to develop a deeper understanding of what makes consumers decide to use the online channel in examining consumer channel-choice beyond the instances of internet use. The consumption behaviour of its participants was investigated across channels in an in-depth qualitative study. The analysis of the rich data produced specifically focused on the investigation of voluntary consumer movements between online and offline channels during the course of a consumption process. The results indicate that participants often use multiple channels in parallel and frequently switch between channels. Literature from marketing and consumer research was used as the perspective to explore the rationale for the complex and dynamic reported consumer behaviour. {\textcopyright} 2006 Elsevier B.V. All rights reserved.",
keywords = "Consumer channel choice, Consumer Research, E-commerce, Human-computer interaction, Self-Service Technology, Consumer electronics, Electronic communities, Information use, Internet, Marketing, Online systems, E-services, Self Service Technology, Telecommunication services",
author = "{van Dijk}, G. and S. Minocha and A. Laing",
year = "2007",
doi = "10.1016/j.intcom.2006.07.007",
language = "English",
volume = "19",
pages = "7--19",
journal = "Interacting with Computers",
issn = "0953-5438",
publisher = "Oxford University Press",
number = "1",

}

RIS

TY - JOUR

T1 - Consumers, channels and communication

T2 - Online and offline communication in service consumption

AU - van Dijk, G.

AU - Minocha, S.

AU - Laing, A.

PY - 2007

Y1 - 2007

N2 - This paper reports on a study that investigated consumer use of e-services in a multi-channel context. Many HCI studies on the use of e-services focus on the use of the online channel in relative isolation. This study attempts to develop a deeper understanding of what makes consumers decide to use the online channel in examining consumer channel-choice beyond the instances of internet use. The consumption behaviour of its participants was investigated across channels in an in-depth qualitative study. The analysis of the rich data produced specifically focused on the investigation of voluntary consumer movements between online and offline channels during the course of a consumption process. The results indicate that participants often use multiple channels in parallel and frequently switch between channels. Literature from marketing and consumer research was used as the perspective to explore the rationale for the complex and dynamic reported consumer behaviour. © 2006 Elsevier B.V. All rights reserved.

AB - This paper reports on a study that investigated consumer use of e-services in a multi-channel context. Many HCI studies on the use of e-services focus on the use of the online channel in relative isolation. This study attempts to develop a deeper understanding of what makes consumers decide to use the online channel in examining consumer channel-choice beyond the instances of internet use. The consumption behaviour of its participants was investigated across channels in an in-depth qualitative study. The analysis of the rich data produced specifically focused on the investigation of voluntary consumer movements between online and offline channels during the course of a consumption process. The results indicate that participants often use multiple channels in parallel and frequently switch between channels. Literature from marketing and consumer research was used as the perspective to explore the rationale for the complex and dynamic reported consumer behaviour. © 2006 Elsevier B.V. All rights reserved.

KW - Consumer channel choice

KW - Consumer Research

KW - E-commerce

KW - Human-computer interaction

KW - Self-Service Technology

KW - Consumer electronics

KW - Electronic communities

KW - Information use

KW - Internet

KW - Marketing

KW - Online systems

KW - E-services

KW - Self Service Technology

KW - Telecommunication services

U2 - 10.1016/j.intcom.2006.07.007

DO - 10.1016/j.intcom.2006.07.007

M3 - Journal article

VL - 19

SP - 7

EP - 19

JO - Interacting with Computers

JF - Interacting with Computers

SN - 0953-5438

IS - 1

ER -