Constructing an empirically derived measure for customer contact
Management Science
Issues and opinion on structural equation modeling
MIS Quarterly
Blown to Bits: How the New Economics of Information Transforms Strategy
Blown to Bits: How the New Economics of Information Transforms Strategy
Convergence Marketing: Strategies for Reaching the New Hybrid Consumer
Convergence Marketing: Strategies for Reaching the New Hybrid Consumer
The Value of Internet Commerce to the Customer
Management Science
Measuring Factors that Influence the Success of Internet Commerce
Information Systems Research
NEBIC: A Dynamic Capabilities Theory for Assessing Net-Enablement
Information Systems Research
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
The hybrid clicks and bricks business model
Communications of the ACM - Mobile computing opportunities and challenges
Creating synergy with a clicks and mortar approach
Communications of the ACM - Mobile computing opportunities and challenges
The role of dynamic capabilities in e-business transformation
European Journal of Information Systems - Managing e-business transformation
A research manifesto for services science
Communications of the ACM - Services science
Understanding service sector innovation
Communications of the ACM - Services science
The Dynamics of Click-and-Mortar Electronic Commerce: Opportunities and Management Strategies
International Journal of Electronic Commerce
Electronic Commerce Research and Applications
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
A unified model of the co-creation process
Expert Systems with Applications: An International Journal
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Retailing firms operating in a hypercompetitive environment are increasingly leveraging a hybrid commerce strategy to reach their customers through both physical and virtual channels. This study seeks to better understand the aspects of physical and virtual retail channels that can be integrated to create value for consumers. The role of consumers in co-creating value is examined in a hybrid commerce service-delivery system. The study draws on the theoretical foundations of value co-production as well as the customer contact model to develop a set of hybrid process metrics. A structural model is then advanced to examine the relationships between these processes and consumer value. Survey data from 300 consumers assessing hybrid commerce stores were used to empirically test this value co-creation model. Results demonstrate that the integration of promotion information, product and pricing information, and transaction information enhances information quality, while the integration of information access, order fulfillment, and customer service increases service convenience. Overall, the metrics developed and the structural model results offer a better understanding of the design of an effective value-creating hybrid commerce service-delivery system.