Omnichannel and consumer and retailer perceived risks and benefits: a review

Resumo (EN)

Purpose
This study uses the antecedents, decisions and outcomes (ADO) framework to identify how perceived risks and benefits relate to the omnichannel strategy and influence consumer behavior.

Design/methodology/approach
A systematic review was conducted on 111 articles (2014–2023) on Scopus using NVivo® software for content analysis.

Findings
The literature on omnichannel is fragmented between journals and lines of research, making it difficult to identify influential journals in the area and preventing effective convergence. When the perception of risk is greater than the perception of benefits, companies must understand how to mitigate the risk, so that the adoption of an omnichannel strategy is not canceled.

Research limitations/implications
The review is limited to one database and does not consider specific products/services or consumer profiles.

Originality/value
This review broadens understanding of omnichannel from a perspective neglected by researchers, namely risks and benefits and their impacts on organizational results. The model will clarify how the literature on omnichannel has evolved and instigate new research.