Identifying patterns in channel usage across the search, purchase and post-sales stages of shopping

Different motivations explain channel choice for search, purchase and post-sales.Channel choice is affected by the product category: search/purchase goods.Product involvement is the most relevant variable explaining multichannel behavior.Cross-channel synergies as consumers use both channels at each shopping stage.Meaningful segments based on the choice of channel are identified and characterized. Consumers today are using various channels to complete their purchase process. As shoppers pursue different goals at each stage of the process, channel choice may be explained by different drivers for search, purchase and post-sales activities. Our research framework is based on an extension of th…