Investigating the customer’s intention in the “Clicks-and-Mortar” business model

  • Neil Y. Yen
  • Chia-Chen ChenEmail author
  • Jia-Jiun Hu
Original Research


The aim of the paper is twofold: (1) to examine the impact of different characteristics of virtual and physical distribution channels on consumers, and (2) to analyze the key factors that influence consumer purchase intentions in the click-and-mortar business model. In this study we employed the S-O-R Model as a framework and combine it with the Information System Success Model and the Experiential Marketing Theory to explore the factors that affect consumer purchase intentions on websites and in offline stores. The empirical result shows that the information quality, system quality, sense experience and feel experience have significant positive influences on consumer satisfaction and emotions, which further influence the consumer purchase intentions. Only the act experience has no significant impact on consumers’ emotions. In addition, we employed gender and occupation to classify and compare the sample data. In the category of gender, we found the female consumers’ emotions will influence their purchase intentions, but the males’ will not. The results of the category of non-student also show that non-student purchase intentions will not be affected by emotions. In conclusion, we hope that the results of our research can identify directions for the future research on related issues and facilitate the development of business.


Bricks-and-mortar business model Stimulus-organism-response model Information system success model Experiential marketing 



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Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2018

Authors and Affiliations

  1. 1.School of Computer Science and EngineeringUniversity of AizuAizu-WakamatsuJapan
  2. 2.Department of Management Information SystemsNational Chung Hsing UniversityTaichungTaiwan, ROC

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