Multichannel marketing is the practice of simultaneously offering information, goods, services, and support to customers through two or more synchronized channels. In this dissertation, I develop an integrated framework of multichannel marketing and develop models to assist managers in their marketing resource allocation decisions. In the first essay of the dissertation, I investigate the factors that drive customers multichannel shopping behavior and identify its consequences for retailers. In the second essay, I build on this work and develop a model that enables firms to optimize their allocation of marketing resources across different customer-channel segments. In the first essay, I develop a framework comprising the factors that drive consumers’ channel choice, the consequences of channel choice, and their implications for managing channel equity. The results show that customer-channel choice is driven in a nonlinear fashion by a customer demographic variable such as age and is also influenced by consumer shopping traits such as number of categories bought and the duration of relationship with a retailer. I show that by controlling for the moderating effects of channel-category associations, the influence of customers’ demographics and shopping traits on their channel choices can vary significantly across product categories. Importantly, the results show that multichannel shoppers buy more often, buy more items, and spend considerably more than single channel shoppers. The channel equity of multichannel customers is nearly twice that of the closest single channel customers (online or offline). In the second essay, I propose a model for optimal allocation of marketing efforts across multiple customer-channel segments. I first develop a set of models for consumer response to marketing efforts for each channel-customer segment. This set comprises four models, the first for purchase frequency, the second for purchase quantity, the third for product return behavior, and the fourth for contribution margin of purchase. The results show that customers’ responses to firm marketing efforts vary significantly across the customer-channel segments. They also suggest that marketing efforts influence purchase frequency, purchase quantity and monetary value in different ways. The resource allocation results show that profits can be substantially improved by reallocating marketing efforts across the different customer-channel segments.

Multichannel marketing is the practice of simultaneously offering information, goods, services, and support to customers through two or more synchronized channels. In this dissertation, I develop an integrated framework of multichannel marketing and develop models to assist managers in their marketing resource allocation decisions. In the first essay of the dissertation, I investigate the factors that drive customers multichannel shopping behavior and identify its consequences for retailers. In the second essay, I build on this work and develop a model that enables firms to optimize their allocation of marketing resources across different customer-channel segments. In the first essay, I develop a framework comprising the factors that drive consumers’ channel choice, the consequences of channel choice, and their implications for managing channel equity. The results show that customer-channel choice is driven in a nonlinear fashion by a customer demographic variable such as age and is also influenced by consumer shopping traits such as number of categories bought and the duration of relationship with a retailer. I show that by controlling for the moderating effects of channel-category associations, the influence of customers’ demographics and shopping traits on their channel choices can vary significantly across product categories. Importantly, the results show that multichannel shoppers buy more often, buy more items, and spend considerably more than single channel shoppers. The channel equity of multichannel customers is nearly twice that of the closest single channel customers (online or offline). In the second essay, I propose a model for optimal allocation of marketing efforts across multiple customer-channel segments. I first develop a set of models for consumer response to marketing efforts for each channel-customer segment. This set comprises four models, the first for purchase frequency, the second for purchase quantity, the third for product return behavior, and the fourth for contribution margin of purchase. The results show that customers’ responses to firm marketing efforts vary significantly across the customer-channel segments. They also suggest that marketing efforts influence purchase frequency, purchase quantity and monetary value in different ways. The resource allocation results show that profits can be substantially improved by reallocating marketing efforts across the different customer-channel segments.

Traditional grocery shopping has been the only option for Swedish consumers to purchase groceries for a long time. However, the relatively new format, online grocery shopping is rapidly growing in popularity. Hence, consumers are presented with a completely new grocery shopping experience which has different advantages and disadvantages. The purpose of this thesis is to explore which advantages and disadvantages consumers experience with offline, and online grocery shopping to answer the question why consumers chose to buy groceries online. A conceptual model has been developed based on earlier research on grocery shopping, consumer experience and the four dimensions of the marketing mix; product, place, price and promotion. Qualitative data has been collected from two focus groups and five semi-structured interviews to explore what advantages and disadvantages consumers experience connected to offline and online grocery shopping and to understand why consumers chose to buy groceries online. All respondents shared most of the experienced advantages of online grocery shopping. The main reasons why consumers chose to purchase groceries online was to save both time and effort. Moreover, consumers experienced that they saved money due to less spontaneous purchases and fewer shopping trips per week. Online grocery shopping is growing in popularity. Hence, this thesis gives insights relevant to practitioners and academics on why consumers experience a desire to purchase groceries online. The findings of this thesis could help online grocery retailers to respond more efficiently to consumers’ needs and preferences.

For three decades research has been conducted about the adoption of new channels and technologies within banking, examining the determinants for why people adopt a new channel or not. According to Mckinney [16], most bank customers prefer to perform as many of their transactions through one single channel and they only go to another channel when the preferred one fails. Meanwhile, a study by Google [14] showed that 46% of the users that conduct  financial tasks switch device before completing the task. The contradictory data leaves the community with questions about how the users view and use different banking channels. This paper aims to provide a better understanding of user behaviour across channels in the banking sector. It identifies if, and which of, the omni-channel principles (seamless interaction, optimization and consistency) are relevant in the Swedish banking context.  A study took place over a three week period in Stockholm, based on a qualitative approach (interviews) and delimited to simple everyday banking tasks and to mobile and desktop channels. Results from the study show that users had a low need to switch between channels for the same task. Main reasons for choosing one device over the other were screen size, keyboard size, portability and availability which are physical characteristics that cannot change with omni-channel principles. The results suggest that a more unified user interface design based on the omni-channel approach lacks relevance for the simple everyday banking tasks, as users will probably not switch between devices even if the approach is applied. It also suggests that taking advantage of the strengths of each device is a good principle to follow when designing for cross-device systems like digital banking. / De senaste tre årtiondena har mycket forskning utförts kring adoption av nya kanaler och teknik inom banksektorn. Man har tittat på avgörande faktorer till varför människor börjar använda sig av en ny kanal eller inte, men ofta undgått att titta på hur de använder sig av flera olika kanaler i kombination. Enligt en studie av Mckinney så vill bankkunder utföra så många av deras bankärenden genom en föredragen kanal och rör sig bara till en annan kanal när ärendet inte går att utföra i den föredragna kanalen. Samtidigt visar en studie av Google att 46% av användarna byter kanal för att slutföra sitt ärende vilket av många tolkats som att användare vill byta kanal och använda sig av flera. Dessa motsättande slutsatser gör att det fortfarande finns frågetecken kring hur och varför bankkunder använder sig av olika digitala bankkanaler. Denna studie har som mål att bidra med insikter kring användarbeteenden över flera kanaler i banksektorn. Den identifierar också om och hur omni-channel principerna (“seamless interaction”, “optimization” och “consistency”) är relevanta att ta i beaktning för banker i Sverige. En treveckors studie genomfördes i Stockholm, baserad på en kvalitativ metod (intervjuer) och begränsad till enkla vardagliga bankärenden och till kanalerna mobil och dator. Resultaten visar att användare har ett lågt behov av byta mellan kanaler för att utföra samma uppgift. De mest framstående anledningarna för att använda sig av en viss plattform var kopplade till skillnader i fysiska egenskaper som skärmstorlek, tangentbordsstorlek, bärbarhet och tillgänglighet - egenskaper som inte kan ändras med omni-channel principer. Resultaten föreslår att ett mer enhetligt användargränssnitt mellan plattformarna baserad på omni-channel principerna saknar relevans för de enkla vardagliga bankärendena, eftersom användarna inte kommer se värdet av att växla kanal trots de applicerade principerna. Studien föreslår också att man bör utnyttja plattformarnas styrkor när man designar för system som sträcker sig över multipla kanaler.

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Modebranschen har under de senaste åren genomgått en dramatisk förändring där e-handeln tar över allt mer och mer. Framtidsprognosen för fysiska butiker ser relativt dyster ut och inom en snar framtid förväntas dessa inte finnas kvar. Detta är tack vare den så kallade butiksdöden vilken innebär att e-handeln tar en allt större plats i konsumenternas val av handelskanal. Detta faktum indikerar i minskade antal köp i fysiska butiker vilket resulterar i en osäker framtid för de fysiska butikerna. Syftet med denna studie var att undersöka vid vilken kanal, online eller offline, dagens konsumenter väljer att handla sina kläder samt vilka aspekter som kan påverka valet. Undersökningen har genomförts med hjälp av en enkät tillsammans med en övergripande litteraturstudie. Resultatet klargör att det var väldigt jämnt mellan kanalerna online och offline men enligt denna studie föredrar konsumenter att handla sina kläder via offlinekanaler. Utifrån vår studie kan även tydas att faktorer som kan påverka en konsument i valet av köpkanal bland annat är säkerhet, utbud, service, tid, plats, social miljö samt graden av bekvämlighet. Resultatet kan förhoppningsvis vara ett hjälpmedel för företag, handlare, detaljhandlare och andra intressenter. Utifrån studiens resultat kan vi ge råd till företag att de bör prioritera segmentering av sina kunder för att rikta sin verksamhet rätt. Företag som kan driva verksamhet både online och offline innehar en fördel då konsumenter idag tenderar att växla mellan olika kanaler. Offlinekanaler bör lägga stor vikt vid placering av butiken, fokusera på utbudet och servicen. Onlinekanaler bör ta vara på faktorerna av bekvämlighet, tid, utbud och säkerhet. Detta kan genomföras genom att erbjuda generösa returvillkor, bra produktbeskrivningar och erbjuda ett stort utbud. / The fashion industry has experienced a dramatic change over the last few years, where e-commerce takes over more and more. The future forecast for physical stores looks relatively gloomy and are expected not to remain in the near future. This is due to the so-called retail death, which means that e-commerce is taking an increasing place in consumer choice of trade channel. This fact indicates in the reduced number of purchases in physical stores which results in an uncertain future for the offline channel. The purpose of this study was to investigate in which channel, online or offline, today’s consumers choose to buy their clothes and what aspects that can affect the choice. The paper has been conducted using a survey together with an overall literature study. The result clarifies that it was very even between online and offline channels, but according to this study, consumers still prefer to shop their clothes via offline channels. Based on our study, it can also be argued that factors that may affect a consumer in the choice of purchasing channel include security, supply, service, time, location, social environment and the level of convenience. The result can hopefully be a tool for businesses, traders, retailers and other stakeholders. Based on the study results, we advise companies that they should prioritize segmentation of their customers in order to direct their business properly. Companies that can do business online and offline hold an advantage since consumers nowadays tend to switch between different channels. Offline channels should place great emphasis on the location and focus on supply and service. Online channels should take into account the factors of convenience, time, supply and safety. This can be achieved by offering generous terms of return, good product descriptions and offering a wide range of products.

近年大陸採經濟開放政策，對於各種物資需求相當殷切，大陸市場之大， 是未來各國主要目標市場之一。如何在這大市場中贏得商機，是全世界各 國及廠商的願望。大陸以往是計劃經濟體制與西方自由經濟體制為截然不 同的兩種體制，西方的管理技術與經驗是否能應用在中國大陸上，各國無 不密切注意。對於同樣中國人的台灣，雖然在以往有四十年的隔閡，造成 了觀念上極大差異，但在語言、思想等亦較西方各國了解大陸，因此台灣 具有較大的優勢去開拓中國大陸這個市場。因此，本論文是以台灣食品廠 商在大陸設廠之廠商做為研究的對象，其研究的主題包含有1979年以前 與1979年以後大陸的流通體制、目前大陸食品通路的型態、台商在大陸所 採行的通路策略為何、通路的設立過程以及不同的通路是否會影響台商在 大陸的行銷策略。本研究發現各個廠商在通路的設立過程有所差異、通路 型態的不同並不會影響廠商在大陸所採行之行銷策略。在1993年為止大陸 食品通路的型態有糧食管理站、國營企業的生活系統、副食品商店、糖煙 酒系統、農工商公司、供銷合作社、百貨公司、超級市場、食品加工廠及 餐廳、專賣店的設立、自由市場。在1979年以前大陸的通路為計畫性的流 通體制，在1979年以後流通體制隨著經濟的開放而開放，打破過去的體制 。廠商並無偏好某一型態的通路，僅以公司本身過去的經驗、公司的特性 、通路的特性及公司產品來決定。

<p>Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.</p>

Submitted by Ricardo Limongi (ricardolimongi@gmail.com) on 2017-03-21T23:51:50Z No. of bitstreams: 1 Tese_Ricardo_Limongi_F_Coelho_v3.pdf: 2231688 bytes, checksum: cf6ee719c2d24e2a71f117fae2d095e9 (MD5) / Approved for entry into archive by Pamela Beltran Tonsa (pamela.tonsa@fgv.br) on 2017-03-22T13:51:45Z (GMT) No. of bitstreams: 1 Tese_Ricardo_Limongi_F_Coelho_v3.pdf: 2231688 bytes, checksum: cf6ee719c2d24e2a71f117fae2d095e9 (MD5) / Made available in DSpace on 2017-03-22T14:44:01Z (GMT). No. of bitstreams: 1 Tese_Ricardo_Limongi_F_Coelho_v3.pdf: 2231688 bytes, checksum: cf6ee719c2d24e2a71f117fae2d095e9 (MD5) Previous issue date: 2017-02-22 / The objective of this study is to evaluate if characteristics such as the use of mobile devices, a buying orientation, and a channel perception are antecedents in the choice of the channel by the consumer. The analysis of the study was made a proposal of a nomological network that involved different steps of validation. The main findings of the study were: (i) the choice of the channel by the consumer occurs in two dimensions, a showrooming behavior (search the product in physical stores and intention to transact in the digital environment), and webrooming (search the product in digital stores and intention to transact in the digital environment), and (ii) characteristics such as use of mobile devices, buying orientation and channel perception are antecedents to the choice of the channel by the consumer. From the academic point of view, a contribution of the study is a proposal of a nomological network that evaluates in an integrated way the antecedents of the preferences of the channels by the consumer. And from the managerial viewpoint, the study contributes to the presenting the antecedents of a consumer channel choice so that companies must create marketing strategies for better business and financial results. / O objetivo deste estudo é avaliar se características como o uso de dispositivos móveis, a orientação de compra e a percepção de canal são antecedentes na escolha do canal pelo consumidor. A análise do estudo foi feita por meio de uma proposta de uma rede nomológica que envolveu diferentes etapas de validação. Os principais achados do estudo foram: (i) a escolha do canal pelo consumidor possui duas dimensões, um comportamento showrooming (procura do produto em lojas físicas e intenção de transacionar no ambiente digital) e webrooming (procura do produto em lojas virtuais e intenção de transacionar em lojas físicas), e (ii) as características referentes ao uso de dispositivos móveis, orientação de compra e percepção do canal são antecedentes a escolha do canal pelo consumidor. Do ponto de vista acadêmico a contribuição do estudo é a proposta de uma rede nomológica que avalia de maneira integrada os antecedentes da preferência do canal pelo consumidor. E do ponto de vista gerencial, o estudo contribui ao apresentar quais características que antecedem a escolha do canal pelo consumidor para que as empresas possam elaborar estratégias de marketing visando melhores resultados comerciais e financeiros.

Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.