Multi-channel consumer behavior: Online and offline travel preparations

van Dijk, Geke; Minocha, Shailey and Laing, Angus (2006). Multi-channel consumer behavior: Online and offline travel preparations. In: CHI 06 extended abstracts on Human factors in computing systems - CHI 06 CHI 06, p. 1457.

DOI: https://doi.org/10.1145/1125451.1125719

Abstract

Elaborating on the first stage in the User-Centered Design (UCD) process, understanding the user, this study questions whether it is sufficient to look at the use of interactive systems in isolation. Starting from the assumption that consumers often use the Internet in combination with other channels (telephone, high street, mail order), this paper discusses a study on how consumers move between online and offline channels during the preparations for leisure travel. The theoretical framework was informed by literature from the fields of HCI, marketing and social sciences. The results of the first stage of this work-in-progress indicate that multi-channel use is a day-to-day reality for many consumers.

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About

• Item ORO ID
• 16149
• Item Type
• Conference or Workshop Item
• Extra Information
• Publisher: ACM; ISBN: 1-59593-298-4;
• Keywords
• e-commerce; Customer experience; User experience; Multi-channel consumption behaviour; Online travel user-centred design; Human-Computer Interaction
• Academic Unit or School
• Faculty of Science, Technology, Engineering and Mathematics (STEM) > Computing and Communications
  Faculty of Science, Technology, Engineering and Mathematics (STEM)
  Faculty of Business and Law (FBL)
• Research Group
• Centre for Research in Computing (CRC)
• Depositing User
• Shailey Minocha