Multi-channel consumer behavior: online and offline travel preparations

Geke van Dijk; Shailey Minocha; Angus Laing

doi:10.1145/1125451.1125719

Multi-channel consumer behavior: online and offline travel preparations

Geke van Dijk^*, Shailey Minocha, Angus Laing

^*Corresponding author for this work

School of Social Sciences

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

4 Citations (Scopus)

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.

Original language	English
Title of host publication	CHI'06 Extended Abstracts on Human Factors in Computing Systems, CHI EA'06
Publisher	Association for Computing Machinery
Pages	1457-1462
Number of pages	6
ISBN (Print)	1595932984, 9781595932983
DOIs	https://doi.org/10.1145/1125451.1125719
Publication status	Published - 21 Apr 2006
Event	Conference on Human Factors in Computing Systems 2006 - Montreal, Canada Duration: 22 Apr 2006 → 27 Apr 2006

Conference

Conference	Conference on Human Factors in Computing Systems 2006
Abbreviated title	CHI EA 2006
Country/Territory	Canada
City	Montreal
Period	22/04/06 → 27/04/06

Keywords

Consumer behavior
E-commerce
Multi-channel context
User experience
User-Centered Design

ASJC Scopus subject areas

Software
Human-Computer Interaction
Computer Graphics and Computer-Aided Design

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1145/1125451.1125719

Cite this

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title = "Multi-channel consumer behavior: online and offline travel preparations",

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.",

keywords = "Consumer behavior, E-commerce, Multi-channel context, User experience, User-Centered Design",

author = "\{van Dijk\}, Geke and Shailey Minocha and Angus Laing",

year = "2006",

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doi = "10.1145/1125451.1125719",

language = "English",

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booktitle = "CHI'06 Extended Abstracts on Human Factors in Computing Systems, CHI EA'06",

publisher = "Association for Computing Machinery",

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note = "Conference on Human Factors in Computing Systems 2006, CHI EA 2006 ; Conference date: 22-04-2006 Through 27-04-2006",

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T1 - Multi-channel consumer behavior: online and offline travel preparations

AU - van Dijk, Geke

AU - Minocha, Shailey

AU - Laing, Angus

PY - 2006/4/21

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N2 - 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.

AB - 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.

KW - Consumer behavior

KW - E-commerce

KW - Multi-channel context

KW - User experience

KW - User-Centered Design

UR - https://www.scopus.com/pages/publications/77649299548

U2 - 10.1145/1125451.1125719

DO - 10.1145/1125451.1125719

M3 - Conference contribution

AN - SCOPUS:77649299548

SN - 1595932984

SN - 9781595932983

SP - 1457

EP - 1462

BT - CHI'06 Extended Abstracts on Human Factors in Computing Systems, CHI EA'06

PB - Association for Computing Machinery

T2 - Conference on Human Factors in Computing Systems 2006

Y2 - 22 April 2006 through 27 April 2006

ER -

Multi-channel consumer behavior: online and offline travel preparations

Abstract

Conference

Keywords

ASJC Scopus subject areas

UN SDGs

Access to Document

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