POE2: Perceived Omnichannel Experience Survey Data from U.S., Canada, and U.K.

Jean-Luc Bernard developed and validated the Perceived Omnichannel Experience (POE2) scale to measure multidimensional retail experiences. The validation process involved qualitative interviews with nine Quebec retailers, expert content validation with seven experts, a pilot survey with 118 respondents, and two large-scale surveys with U.S., Canadian, and U.K. omnichannel consumers (n=381, n=309). The research confirms the scale's reliability and predictive validity for assessing perceived value, trust, satisfaction, and loyalty.

Use Cases

• Validate a formative-reflective second-order measurement scale based on the POE2 conceptualization.
• Analyze the influence of omnichannel dimensions like touchpoint integration and personalization on customer loyalty.
• Benchmark omnichannel experience scores across different geographic markets (U.S., Canada, U.K.).
• Guide omnichannel implementation strategy using the validated scale as a managerial tool.

Strengths

• Validation followed established Churchill Jr (1979) procedures and Jarvis et al. (2003) formative-reflective construct guidelines.
• Data collection involved multiple stages: 9 retailer interviews, 7 expert validations, a 118-respondent pilot, and two large-scale surveys (n=381, n=309).
• Empirical results confirm the scale's reliability and predictive validity for key outcomes like perceived value and trust.

Limitations

• Column-level documentation is absent; field semantics must be inferred after download.
• Row count is unknown, which may limit suitability assessment.
• Data may reflect geographic bias inherent to the surveyed populations in the U.S., Canada, and U.K.

Provenance

Source

Borealis Harvested Dataverse

Collection Method

Survey data collected via qualitative interviews and multiple survey waves.

Freshness

Last updated 2026-06-13 04:10:57; freshness should be verified.

Geography

U.S., Canada, U.K.