Al-Ghraibah, O. B. (2020). Online Consumer Retention In Saudi Arabia During COVID 19: The Moderating Role Of Online Trust. Journal of Critical Reviews, 7(9), 2464-2472.

Bang, Y., Lee, D. J., Han, K., Hwang, M., & Ahn, J. H. (2013). Channel Capabilities, Product Characteristics, and the Impacts of Mobile Channel Introduction. Journal of Management Information Systems, 30(2), 101-126.

Beck, N., & Rygl, D. (2015). Categorization of multiple channel retailing in Multi-, Cross-, and Omni‐Channel Retailing for retailers and retailing. Journal of Retailing and Consumer Services, 27, 170-178.

Bendoly, E., Blocher, J. D., Bretthauer, K. M., Krishnan, S., &Venkataramanan, M. A. (2005). Online/In-Store Integration and Customer Retention. Journal of Service Research, 7(4), 313-327.

Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1997). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), 31-44.

Bouzaabia, R., Bouzaabia, O., & Capatina, A. (2013). Retail logistics service quality: a cross-cultural survey on customer perceptions. International Journal of Retail & Distribution Management, 41(8), 627-647.

Cannon, J. P., & Homburg, C. (2001). Buyer–Supplier Relationships and Customer Firm Costs. Journal of Marketing, 65(1), 29-43.

Cao, L., & Li, L. (2015). The Impact of Cross-Channel Integration on Retailers’ Sales Growth. Journal of Retailing, 91(2), 198-216.

Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: an empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400-416.

Carlson, J., O’Cass, A., & Ahrholdt, D. (2015). Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services, 27, 90-102.

Chatterjee, P. (2010). Multiple‐channel and cross‐channel shopping behavior: role of consumer shopping orientations. Marketing Intelligence & Planning, 28(1), 9-24.

Cocco, H., & Demoulin, N. (2020), Seamless Shopping in Omnichannel Retailing: The effect of Channel Integration on Consumers’ Responses, Proceedings of the European Marketing Academy, 11th, (85061)

Cronin, J., Brady, M. K., & Hult, G. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.

Day, R.L., (1984), Modeling Choices Among Alternative Responses to Dissatisfaction. Advances in Consumer Research 11. Ed. William D. Perreault. Atlanta, GA: Association for Consumer Research, pp. 496-499.

Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.

Fortuna, F., Risso, M., & Musso, F. (2021). Omnichannelling and the Predominance of Big Retailers in the post-Covid Era. Symphonya. Emerging Issues in Management, (2), 142–157.

Frankel, R., Bolumole, Y. A., Eltantawy, R. A., Paulraj, A., &Gundlach, G. T. (2008). The domain and scope of SCM’s foundational disciplines—insights and issues to advance research. Journal of Business Logistics, 29(1), 1-30.

Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.

Gerwin, D. (1987). An Agenda for Research on the Flexibility of Manufacturing Processes. International Journal of Operations & Production Management, 7(1), 38-49.

Goersch, D. (2002), Multichannel integration and its implications for retail web sites, paper presented at the Proceedings of the 10th European Conference on Information systems (ECIS), Gdansk, 6–8 June, available at:http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1015&cont ext= ecis2002 (accessed 13 January 2018)

Hair, J.F., Anderson, R.E., Tatham, R.L. & Black, W.C. (1998), Multivariate Data Analysis, Prentice-Hall, Upper Saddle River, NJ.

Herhausen, D., Binder, J., Schoegel, M., & Herrmann, A. (2015). Integrating Bricks with Clicks: Retailer-Level and ChannelLevel Outcomes of Online–Offline Channel Integration. Journal of Retailing, 91(2), 309-325.

Hossain, T. M. T., Akter, S., Kattiyapornpong, U., & Dwivedi, Y. (2020). Reconceptualizing Integration Quality Dynamics for Omnichannel Marketing. Industrial Marketing Management, 87, 225-241.

Hsiao, C., Ju Rebecca Yen, H., & Li, E. Y. (2012). Exploring consumer value of multichannel shopping: a perspective of means‐end theory. Internet Research, 22(3), 318-339. https://doi.org/10.1108/10662241211235671

Huré, E., Picot-Coupey, K., & Ackermann, C. L. (2017). Understanding omni-channel shopping value: A mixed-method study. Journal of Retailing and Consumer Services, 39(November), 314-330.

Jafari, H., Nyberg, A., & Hilletofth, P. (2016). Postponement and logistics flexibility in retailing: a multiple case study from Sweden. Industrial Management & Data Systems, 116(3), 445-465.

Jin, Y., & Oriaku, N. (2013). E-service flexibility: meeting new customer demands online. Management Research Review, 36(11), 1123-1136.

Juaneda-Ayensa, E., Mosquera, A., & Sierra Murillo, Y. (2016). Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase Intention. Frontiers in Psychology, 7, 11-17. https://doi.org/10.3389/fpsyg.2016.01117

Kabadayi, S., Loureiro, Y. K., & Carnevale, M. (2017). Customer Value Creation in Multichannel Systems: The Interactive Effect of Integration Quality and Multichannel Complexity. Journal of Creating Value, 3(1), 1-18.

Kanchi, A., Khilji, S., Balasubramanian, K., Kalyanam, M. &Abrol, M. (2014), The impact of omni-channel on logistics in retail, TATA Consultancy Services [white paper], available at:http://www.tcs.com/resources/white_papers/Pages/impactomni channel logistics-retail.aspx (accessed 20 December 2016).

Kang, J., Majer, M., & Kim, H. J. (2019). Empirical Study of Omnichannel Purchasing Pattern with Real Customer Data from Health and Lifestyle Company. Sustainability, 11(24), 71-85.

Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544-564.

Langley, J. C. J., & Holcomb, M. C. (1992). Creating logistics customer value. Journal of business logistics, 13(2), 1-27.

Lee, Z. W., Chan, T. K., Chong, A. Y. L., & Thadani, D. R. (2019). Customer engagement through omnichannel retailing: The effects of channel integration quality. Industrial Marketing Management, 77, 90-101.

Le, A. N. H., & Nguyen-Le, X. D. (2020). A moderated mediating mechanism of omnichannel customer experiences. International Journal of Retail & Distribution Management, 49(5), 595–615.

Levy, M., & Weitz, B. A. (2001). Pricing. Retailing management, 4th ed. New York: McGraw-Hill–Irwin

Ma, S. (2017). Fast or free shipping options in online and Omnichannel retail? The mediating role of uncertainty on satisfaction and purchase intentions. The International Journal of Logistics Management, 28(4), 1099-1122.

Manser Payne, E., Peltier, J. W., & Barger, V. A. (2017). Omnichannel marketing, integrated marketing communications and consumer engagement: A research agenda. Journal of Research in Interactive Marketing, 11(2), 185-197.

McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410.

Melero, I., Sese, F. J., & Verhoef, P. C. (2016). Recasting the customer experience in today’s omni-channel environment. Universia Business Review, (50), 18-37. https://www.redalyc.org/articulo.oa?id=43345993001

Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65(4), 82–104.

Mentzer, J. T., Myers, M. B., & Cheung, M. S. (2004). Global market segmentation for logistics services. Industrial Marketing Management, 33(1), 15-20.

Mirsch, T., Lehrer, C. & Jung, R. (2016), Channel integration towards omnichannel management: a literature review, Proceeding of the 20th Pacific Asia Conference on Information Systems in Chiayi, Taiwan, College of Management, National Chung Cheng University, Chiayi, 288-304.

Murfield, M., Boone, C. A., Rutner, P., & Thomas, R. (2017). Investigating logistics service quality in omni-channel retailing. International Journal of Physical Distribution & Logistics Management, 47(4), 263-296.

Neslin, S. A., & Shankar, V. (2009). Key Issues in Multichannel Customer Management: Current Knowledge and Future Directions. Journal of Interactive Marketing, 23(1), 70-81.

Nguyen, H. N. (2021). Channel Integration Quality, Customer Experience and Patronage in Omnichannel Retailing. Journal of Distribution Science, 19(12), 23–32.

Noordewier, T. G., John, G., & Nevin, J. R. (1990). Performance Outcomes of Purchasing Arrangements in Industrial BuyerVendor Relationships. Journal of Marketing, 54(4), 80-93.

Nunnally, J. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY

Payne, A., & Frow, P. (2004). The role of multichannel integration in customer relationship management. Industrial Marketing Management, 33(6), 527-538.

Piotrowicz, W., & Cuthbertson, R. (2014). Introduction to the Special Issue Information Technology in Retail: Toward Omnichannel Retailing. International Journal of Electronic Commerce, 18(4), 5-16.

Rafiq, M., & Jaafar, H. S. (2007). Measuring customers’perceptions of logistics service quality of 3pl service providers. Journal of Business Logistics, 28(2), 159-175.

Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & Management, 8(1), 1-35.

Saghiri, S., Wilding, R., Mena, C., & Bourlakis, M. (2017). Toward a three-dimensional framework for omni-channel. Journal of Business Research, 77 (August), 53-67.

Seck, A. M., & Philippe, J. (2013). Service encounter in multichannel distribution context: virtual and face-to-face interactions and consumer satisfaction. The Service Industries Journal, 33(6), 565-579.

Shen, X. L., Li, Y. J., Sun, Y., & Wang, N. (2018). Channel integration quality, perceived fluency and omnichannel service usage: The moderating roles of internal and external usage experience. Decision Support Systems, 109(May), 61-73.

Shi, D., & Daniels, R. L. (2003). A survey of manufacturing flexibility: Implications for e-business flexibility. IBM Systems Journal, 42(3), 414-427.

Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50(February), 325–336.

Skipper, J. B., & Hanna, J. B. (2009). Minimizing supply chain disruption risk through enhanced flexibility. International Journal of Physical Distribution & Logistics Management, 39(5), 404-427.

Sorkun, M. F., Yumurtacı Hüseyinoğlu, I. Z., & Börühan, G. (2020). Omni-channel capability and customer satisfaction: mediating roles of flexibility and operational logistics service quality. International Journal of Retail & Distribution Management, 48(6), 629-648.

Sousa, R., & Voss, C. A. (2006). Service Quality in Multichannel Services Employing Virtual Channels. Journal of Service Research, 8(4), 356-371.

Sricharoenpramong, S. (2018). Service quality improvement of ground staffat Don Mueang International Airport. Kasetsart Journal of Social Sciences, 39(1), 15-21.

Subramanian, N., Gunasekaran, A., Yu, J., Cheng, J., & Ning, K. (2014). Customer satisfaction and competitiveness in the Chinese E-retailing : Structural equation modeling (SEM)approach to identify the role of quality factors. Expert Systems with Applications, 41(1), 69-80.

Syafarudin, A. (2021). The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71-83.

Tjhin, V. U., Abbas, B. S., Kosala, R., & Budiastuti, D. (2016, November). Development plan for research on omni-channel shopping to purchase intention. In 2016 International Conference on Information Management and Technology (ICIMTech), 229-234. IEEE.

Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492.

Verhoef, P. C., Kannan, P., & Inman, J. J. (2015). From MultiChannel Retailing to Omni-Channel Retailing. Journal of Retailing, 91(2), 174-181.

Verhoef, P. C., Neslin, S. A., & Vroomen, B. (2007). Multichannel customer management: Understanding the research-shopper phenomenon. International Journal of Research in Marketing, 24(2), 129-148.

Weber, A. N., & Badenhorst-Weiss, J. A. (2018). The last-mile logistical challenges of an omnichannel grocery retailer: A South African perspective. Journal of Transport and Supply Chain Management, 12(1), 1-13.

Wollenburg, J., Holzapfel, A., & Hübner, A. H. (2019). Omnichannel customer management processes in retail: An exploratory study on fulfillment-related options. Logistics Research, 12(1), 1-7.

Wollenburg, J., Holzapfel, A., Hübner, A., & Kuhn, H. (2018). Configuring Retail Fulfillment Processes for Omni-Channel Customer Steering. International Journal of Electronic Commerce, 22(4), 540-575.

Xing, Y., Grant, D. B., McKinnon, A. C., & Fernie, J. (2010). Physical distribution service quality in online retailing. International Journal of Physical Distribution & Logistics Management, 40(5), 415-432.

Xu, X., & Jackson, J. E. (2019). Examining customer channel selection intention in the omni-channel retail environment. International Journal of Production Economics, 208(February), 434-445.

Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799-822.

Yang, S., Lu, Y., & Chau, P. Y. (2013). Why do consumers adopt online channel? An empirical investigation of two channel extension mechanisms. Decision Support Systems, 54(2), 858–869.

Yi. Y. (1990), A Critical Review of Consumer Satisfaction, in V. A. Zeithaml (Ed.), Review of Marketing, Chicago: American Marketing Association, 68-123

Yrjölä, M., Saarijärvi, H., & Nummela, H. (2018). The value propositions of multi-, cross-, and omni-channel retailing. International Journal of Retail & Distribution Management, 46(11/12), 1133-1152.

Zhang, M., Ren, C., Wang, G. A., & He, Z. (2018). The impact of channel integration on consumer responses in omni-channel retailing: The mediating effect of consumer empowerment. Electronic Commerce Research and Applications, 28(March/April), 181–193.

Zhang, Q., Vonderembse, M. A., & Lim, J. S. (2002). Value chain flexibility: A dichotomy of competence and capability. International Journal of Production Research, 40(3), 561-583.