Does social exclusion influence multiple channel use? The interconnections with community, happiness, and well-being

Dennis, Charles and Alamanos, Eleftherios and Papagiannidis, Savvas and Bourlakis, Michael (2016) Does social exclusion influence multiple channel use? The interconnections with community, happiness, and well-being. Journal of Business Research, 69 (3). pp. 1061-1070. ISSN 0148-2963

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This paper examines how social exclusion affects consumer use of multiple shopping channels (traditional stores, online by computer and mobile retailing by cell phone) and how these choices affect consumers' happiness and wellbeing. The findings from an online survey (n = 1368) in the United States indicate that socially-excluded people spend more time shopping by all three channels, with the most significant being the cell phone. The latter channel is also more significant for younger respondents and for those who report a mobility/disability issue. Time spent on traditional store shopping and shopping by cell phone both have significant positive effects on happiness and wellbeing. Shopping by cell phone significantly ameliorates the negative effects of social exclusion on happiness and wellbeing for consumers with mobility/disability issues. The paper also includes practical implications for retail marketing managers' and policy makers' communication strategies.

Item Type: Article
Additional Information: Available online 8 September 2015
Keywords (uncontrolled): Multi-channel shopping, Cell phone shopping, Social exclusion, Mobility, Financial stress, Happiness and wellbeing
Research Areas: A. > Business School > Marketing, Branding and Tourism
Item ID: 18360
Notes on copyright: © 2015 The Authors. Published by Elsevier Inc. This is an open access article under the CC BY-NC-ND license (
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Depositing User: Charles Dennis
Date Deposited: 02 Nov 2015 10:54
Last Modified: 07 Sep 2018 18:10

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