Pub Date : 2023-10-30DOI: 10.1080/09593969.2023.2271191
Kristina Bäckström
The digital transformation is rapidly changing in-store service settings. This paper explores how frontline employees experience and cope with technology-related challenges. Based on a qualitative approach and the use of observations and interviews, this research advances our understanding of how such coping is performed in retail stores and how it contributes to defining employees’ work experiences. The paper shows that employees engage in multiple coping practices; involving different forms of problem-solving, but also more proactive coping activities through which employees reconstruct their work. Moreover, the findings improve our understanding of how coping activities contribute to shaping retail work; thus illustrating how employees’ in-store work practices are altered as they cope with new technology. The paper demonstrates that the organizational support that employees receive (e.g. available IT support, opportunities to learn from co-workers) is crucial to how technology-related coping is performed and experienced.
{"title":"New technology and in-store service encounters: an analysis of coping practices and work experiences among frontline employees","authors":"Kristina Bäckström","doi":"10.1080/09593969.2023.2271191","DOIUrl":"https://doi.org/10.1080/09593969.2023.2271191","url":null,"abstract":"The digital transformation is rapidly changing in-store service settings. This paper explores how frontline employees experience and cope with technology-related challenges. Based on a qualitative approach and the use of observations and interviews, this research advances our understanding of how such coping is performed in retail stores and how it contributes to defining employees’ work experiences. The paper shows that employees engage in multiple coping practices; involving different forms of problem-solving, but also more proactive coping activities through which employees reconstruct their work. Moreover, the findings improve our understanding of how coping activities contribute to shaping retail work; thus illustrating how employees’ in-store work practices are altered as they cope with new technology. The paper demonstrates that the organizational support that employees receive (e.g. available IT support, opportunities to learn from co-workers) is crucial to how technology-related coping is performed and experienced.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"614 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136022997","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-30DOI: 10.1080/09593969.2023.2273256
Merlind Knof, Ruth Stock-Homburg, Jordin Schurer
{"title":"How in-store sensor technologies can help retailers to understand their customers: overview on two decades of research","authors":"Merlind Knof, Ruth Stock-Homburg, Jordin Schurer","doi":"10.1080/09593969.2023.2273256","DOIUrl":"https://doi.org/10.1080/09593969.2023.2273256","url":null,"abstract":"","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"394 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136102336","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-11DOI: 10.1080/09593969.2023.2264542
Karla Marie B. Paredes, Sofia Ritzén, Malin Olander Roese
Innovation and its management in retail organisations is an emerging field, yet the measurement of innovation in this context remains challenging and under-researched. The study investigates innovation in large Swedish retail companies, focusing on monitoring and measurement of innovation performance. Through a qualitative, multiple case study, our findings reveal that retailers are aiming to become more active innovators. They are exerting a greater control over the innovation process, implementing a range of financial and non-financial indicators that encompass inputs, outputs, and the process itself. Innovation projects serve as vehicles for experimentation and learning about how to improve the structure of innovation efforts. However, challenges still arise when strategic objectives are not aligned with performance measurements across the organisation. Nonetheless, existing performance measurement practices can support innovation capability development in retail, especially in relation to culture and competence development and utilising external knowledge for open innovation. The paper advances theory by offering insights into how retailers gain more control of innovation through measurement, contributing to the growing landscape of strategic innovation management in retail. We propose a model, informed by theoretically built framework and empirical data, to guide retail organisations in defining new measurements that promote a holistic perspective to building innovation capability.
{"title":"Exploring the use of innovation measurement in retail organisations: a multiple case study","authors":"Karla Marie B. Paredes, Sofia Ritzén, Malin Olander Roese","doi":"10.1080/09593969.2023.2264542","DOIUrl":"https://doi.org/10.1080/09593969.2023.2264542","url":null,"abstract":"Innovation and its management in retail organisations is an emerging field, yet the measurement of innovation in this context remains challenging and under-researched. The study investigates innovation in large Swedish retail companies, focusing on monitoring and measurement of innovation performance. Through a qualitative, multiple case study, our findings reveal that retailers are aiming to become more active innovators. They are exerting a greater control over the innovation process, implementing a range of financial and non-financial indicators that encompass inputs, outputs, and the process itself. Innovation projects serve as vehicles for experimentation and learning about how to improve the structure of innovation efforts. However, challenges still arise when strategic objectives are not aligned with performance measurements across the organisation. Nonetheless, existing performance measurement practices can support innovation capability development in retail, especially in relation to culture and competence development and utilising external knowledge for open innovation. The paper advances theory by offering insights into how retailers gain more control of innovation through measurement, contributing to the growing landscape of strategic innovation management in retail. We propose a model, informed by theoretically built framework and empirical data, to guide retail organisations in defining new measurements that promote a holistic perspective to building innovation capability.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"86 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136211130","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-10DOI: 10.1080/09593969.2023.2268302
Saara Julkunen, Jonna Koponen, Elli Hartikka
Globally, people have been subjected to enormous changes as a result of several unexpected crises. Recent research has shown that external threats have an impact on the customer experience as they influence consumers’ emotions, which in turn affect their attitudes and shopping practices. For better understanding of the perceived future, this study explores customer experiences by focusing on Finnish consumers’ adaptability to disruptions caused by threats and uncertainty within the retail context. Using an electronic questionnaire, qualitative data were collected from Finnish consumers (N = 995) on their retail shopping experiences during the latest global crisis, COVID-19. The study applies a conceptual framework of consumers’ adaptive responses to ontological insecurity as affective, behavioral, or cognitive in the retail shopping context due to threat and uncertainty. As a contribution to existing research, our findings enable us to identify four distinct types of consumer ‘adaptive’ responses: the adjustable consumer type, the interaction-seeking consumer type, the suspicious consumer type, and the prohibiting consumer type. In terms of managerial implications, the findings will help retailers understand customer experiences of threats and create better customer experiences by considering the diversity of those experiences in the four consumer types identified.
{"title":"Are you afraid of shopping? consumers’ adaptive responses under crises","authors":"Saara Julkunen, Jonna Koponen, Elli Hartikka","doi":"10.1080/09593969.2023.2268302","DOIUrl":"https://doi.org/10.1080/09593969.2023.2268302","url":null,"abstract":"Globally, people have been subjected to enormous changes as a result of several unexpected crises. Recent research has shown that external threats have an impact on the customer experience as they influence consumers’ emotions, which in turn affect their attitudes and shopping practices. For better understanding of the perceived future, this study explores customer experiences by focusing on Finnish consumers’ adaptability to disruptions caused by threats and uncertainty within the retail context. Using an electronic questionnaire, qualitative data were collected from Finnish consumers (N = 995) on their retail shopping experiences during the latest global crisis, COVID-19. The study applies a conceptual framework of consumers’ adaptive responses to ontological insecurity as affective, behavioral, or cognitive in the retail shopping context due to threat and uncertainty. As a contribution to existing research, our findings enable us to identify four distinct types of consumer ‘adaptive’ responses: the adjustable consumer type, the interaction-seeking consumer type, the suspicious consumer type, and the prohibiting consumer type. In terms of managerial implications, the findings will help retailers understand customer experiences of threats and create better customer experiences by considering the diversity of those experiences in the four consumer types identified.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"47 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136357941","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-09DOI: 10.1080/09593969.2023.2263822
Shreyansh Bharani, Sheila Roy, Swapnil Tawde
ABSTRACTWith the rapidly growing online sales, e-commerce firms in emerging economies like India risk unsustainable practices such as the relentless consumption of goods, increased plastic and paper packaging, or inefficient delivery options that increase fuel consumption. To maintain a favorable corporate image amongst consumers, online firms possibly adopt various mechanisms to signal consumers’ adoption of sustainable practices. Such practices by firms may involve implementing sustainability practices in doorstep delivery, packaging, and product selection to influence consumers’ buying preferences. This research uses a structured survey approach to explore the impact of three sustainable practices implemented by an e-commerce firm on the consumer’s intention to purchase from such a firm. Using a dual theory perspective of the theory of consumption value (TCV) and the theory of planned behavior (TPB), the study demonstrates the impact of the belief of environmental risks on consumers’ intentions to purchase from such e-commerce firms with sustainable practices. The data findings from 301 Indian e-commerce consumers suggest that consumers with a higher belief of environmental risks display a higher degree of tolerance for the inconvenience of order delivery and sustainable product purchase intentions, further influencing their intentions to purchase from e-commerce firms with sustainable practices. However, the preference for sustainable packaging does not impact intentions to purchase from e-commerce firms with sustainable practices. The study discusses the implications for online e-commerce retailers and policymakers and informs online e-commerce consumers’ choices.KEYWORDS: E-commercesustainabilitydoorstep deliverygreen behaviorsustainable packaging AcknowledgmentsThe authors sincerely thank ‘Akansha Misra’ for her helpful comments on the project’s critical aspects.Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationNotes on contributorsShreyansh BharaniShreyansh Bharani is an Advisory consultant at IBM Consulting, IBM India Private Limited. His area of expertise is in Business Transformation and Supply Chain Advisory. He engages with clients across industries and works with them to assess and design their Supply Chain Strategy and operations.Swapnil Tawde is a doctoral research scholar in the area of marketing management at S P Jain Institute of Management and Research, Mumbai. His research interests are in the green intention-behavior gap, green consumer psychology, sustainable buying, consumer self-perceptions, impure altruism, environmentalism, and green purchasing. Swapnil Tawde is the corresponding author and can be contacted at: fpm18.swapnil@spjimr.orgSheila RoySheila Roy is Associate Professor of the Department of Operations and Supply Chain and Quantitative methods at S P Jain Institute of Management and Research, Mumbai. Her research interest lies in the topics of E-commerce, Ne
随着在线销售的快速增长，印度等新兴经济体的电子商务公司面临着不可持续的风险，例如无情的商品消费，塑料和纸包装的增加，或者低效的配送方式增加了燃料消耗。为了在消费者中保持良好的企业形象，网络公司可能采用各种机制来表明消费者采用可持续的做法。企业的这种做法可能包括在上门交付、包装和产品选择方面实施可持续性实践，以影响消费者的购买偏好。本研究采用结构化的调查方法，探讨了三种可持续的做法实施的电子商务公司对消费者的购买意向的影响，从这样的公司。本研究采用消费价值理论(TCV)和计划行为理论(TPB)的双重理论视角，论证了环境风险信念对消费者从具有可持续实践的电子商务公司购买意愿的影响。301位印度电子商务消费者的数据发现，环境风险信念越高的消费者对订单交付的不便表现出更高的容忍度和可持续的产品购买意愿，进而影响他们从具有可持续实践的电子商务公司购买的意愿。然而，对可持续包装的偏好并不影响从具有可持续实践的电子商务公司购买的意图。该研究讨论了对在线电子商务零售商和决策者的影响，并为在线电子商务消费者的选择提供了信息。作者衷心感谢Akansha Misra对该项目的关键方面提出的有益意见。披露声明作者未报告潜在的利益冲突。本文作者是IBM咨询公司、IBM印度私人有限公司的顾问。他的专业领域是业务转型和供应链咨询。他与各行各业的客户合作，并与他们一起评估和设计他们的供应链战略和运营。Swapnil Tawde是孟买S P Jain管理与研究所营销管理领域的博士研究学者。他的研究兴趣为绿色意向-行为差距、绿色消费者心理、可持续购买、消费者自我认知、不纯利他主义、环保主义和绿色购买。本文作者Swapnil Tawde是通讯作者，联系方式为fpm18.swapnil@spjimr.orgSheila。本文作者是孟买S P Jain管理与研究所运营、供应链与定量方法系副教授。主要研究方向为电子商务、新零售、数字供应链与可持续发展。她教授电子商务和分析课程。她在咨询、金融服务和零售领域拥有约20年的丰富行业经验。Swapnil Tawde是孟买S P Jain管理与研究所营销管理领域的博士研究学者。他的研究兴趣为绿色意向-行为差距、绿色消费者心理、可持续购买、消费者自我认知、不纯利他主义、环保主义和绿色购买。Swapnil Tawde是本文的通讯作者，联系方式为:fpm18.swapnil@spjimr.org
{"title":"Green products wrapped and delivered: consumer’s preference for sustainable e-commerce practices","authors":"Shreyansh Bharani, Sheila Roy, Swapnil Tawde","doi":"10.1080/09593969.2023.2263822","DOIUrl":"https://doi.org/10.1080/09593969.2023.2263822","url":null,"abstract":"ABSTRACTWith the rapidly growing online sales, e-commerce firms in emerging economies like India risk unsustainable practices such as the relentless consumption of goods, increased plastic and paper packaging, or inefficient delivery options that increase fuel consumption. To maintain a favorable corporate image amongst consumers, online firms possibly adopt various mechanisms to signal consumers’ adoption of sustainable practices. Such practices by firms may involve implementing sustainability practices in doorstep delivery, packaging, and product selection to influence consumers’ buying preferences. This research uses a structured survey approach to explore the impact of three sustainable practices implemented by an e-commerce firm on the consumer’s intention to purchase from such a firm. Using a dual theory perspective of the theory of consumption value (TCV) and the theory of planned behavior (TPB), the study demonstrates the impact of the belief of environmental risks on consumers’ intentions to purchase from such e-commerce firms with sustainable practices. The data findings from 301 Indian e-commerce consumers suggest that consumers with a higher belief of environmental risks display a higher degree of tolerance for the inconvenience of order delivery and sustainable product purchase intentions, further influencing their intentions to purchase from e-commerce firms with sustainable practices. However, the preference for sustainable packaging does not impact intentions to purchase from e-commerce firms with sustainable practices. The study discusses the implications for online e-commerce retailers and policymakers and informs online e-commerce consumers’ choices.KEYWORDS: E-commercesustainabilitydoorstep deliverygreen behaviorsustainable packaging AcknowledgmentsThe authors sincerely thank ‘Akansha Misra’ for her helpful comments on the project’s critical aspects.Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationNotes on contributorsShreyansh BharaniShreyansh Bharani is an Advisory consultant at IBM Consulting, IBM India Private Limited. His area of expertise is in Business Transformation and Supply Chain Advisory. He engages with clients across industries and works with them to assess and design their Supply Chain Strategy and operations.Swapnil Tawde is a doctoral research scholar in the area of marketing management at S P Jain Institute of Management and Research, Mumbai. His research interests are in the green intention-behavior gap, green consumer psychology, sustainable buying, consumer self-perceptions, impure altruism, environmentalism, and green purchasing. Swapnil Tawde is the corresponding author and can be contacted at: fpm18.swapnil@spjimr.orgSheila RoySheila Roy is Associate Professor of the Department of Operations and Supply Chain and Quantitative methods at S P Jain Institute of Management and Research, Mumbai. Her research interest lies in the topics of E-commerce, Ne","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"69 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135094100","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-10-04DOI: 10.1080/09593969.2023.2263821
Karin Alm, Jens Hultman
The food industry, in general, and the retail grocery sector, in particular, have gone through an extensive transformation regarding sustainability communication. The retail grocery store is the stage on which in-store sustainability communication is triggered and incentivized. This paper focuses on the role of the store manager and is guided by the purpose to explore what roles and functions a store manager may perform as sustainability ambassador, and in what ways the dynamics between the central and store level may influence how sustainability is reflected and communicated in the retail store. The study draws on a qualitative and interpretative approach. The empirics are based on interviews with retail store managers in three Swedish grocery retailers. Through our empirical investigation, six different actions have been identified that both separately and in combination contribute to the field by giving a more nuanced view of what role and functions a store manager may perform as sustainability ambassador.
{"title":"Sustainability ambassadorship - the role of the store manager in development of in-store sustainability communication","authors":"Karin Alm, Jens Hultman","doi":"10.1080/09593969.2023.2263821","DOIUrl":"https://doi.org/10.1080/09593969.2023.2263821","url":null,"abstract":"The food industry, in general, and the retail grocery sector, in particular, have gone through an extensive transformation regarding sustainability communication. The retail grocery store is the stage on which in-store sustainability communication is triggered and incentivized. This paper focuses on the role of the store manager and is guided by the purpose to explore what roles and functions a store manager may perform as sustainability ambassador, and in what ways the dynamics between the central and store level may influence how sustainability is reflected and communicated in the retail store. The study draws on a qualitative and interpretative approach. The empirics are based on interviews with retail store managers in three Swedish grocery retailers. Through our empirical investigation, six different actions have been identified that both separately and in combination contribute to the field by giving a more nuanced view of what role and functions a store manager may perform as sustainability ambassador.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"10 7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135592569","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-25DOI: 10.1080/09593969.2023.2259645
İlknur Tanriverdi, Hatice Aydın
ABSTRACTThe emergence of omnichannel logistics has led to fundamental changes in traditional e-commerce, retail, and consumer decision-making processes. Due to its crucial effects, the subject of omnichannel logistics has been frequently discussed in the literature in recent years. However, there is a need to clearly define at what level in the field of omnichannel logistics have been conducted and the themes on which they have been based. The aim of this study is to present an extensive and concise literature review on omnichannel logistics and to analyse the thematic evolution of the omnichannel logistics field. The study used bibliometric techniques to explore research trends in the field of omnichannel logistics. Employing SciMAT and VOSviewer software, the study analysed 156 articles from Web of Science journals. These research articles cover the 2016–2022 period. The analysis allowed exploring the dynamics in different years and identifying main/sub-themes. The findings highlighted the themes that are still in the maturation process. These themes are retail, service quality, omnichannel management, city logistics, warehousing, e-commerce and supply chain. This study presents a holistic picture of omnichannel logistics and introduces the themes related to retailer behavior and logistics process to the literature. Researchers can further their studies by considering prominent keywords in omnichannel logistics management. In this sense, the study offers beneficial implications for academics.In addition, the results of the study reveal the direction of the sectoral trends and the trend in the field of omnichannel logistics. In this sense, it offers a roadmap to businesses and sector employees in determining their strategies.KEYWORDS: Omnichannelomnichannel logisticsbibliometric analysisSciMATVosviewer Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationNotes on contributorsİlknur Tanriverdiİlknur Tanrıverdi, works as an Assistant Professor at the Department of International Trade and Logistics, Faculty of Ömer Seyfettin Applied Science, Bandırma Onyedi Eylül University, Türkiye. Her research interests are logistics, distribution, international marketing and supply chain.Hatice AydınHatice Aydın, works as an Associate Professor at the Department of Public Relations and Advertising, Faculty of Ömer Seyfettin Applied Science, Bandırma Onyedi Eylül University, Türkiye. Her research interests are marketing, distribution, consumer research and digital marketing.
{"title":"A bibliometric review of the omnichannel logistics literature","authors":"İlknur Tanriverdi, Hatice Aydın","doi":"10.1080/09593969.2023.2259645","DOIUrl":"https://doi.org/10.1080/09593969.2023.2259645","url":null,"abstract":"ABSTRACTThe emergence of omnichannel logistics has led to fundamental changes in traditional e-commerce, retail, and consumer decision-making processes. Due to its crucial effects, the subject of omnichannel logistics has been frequently discussed in the literature in recent years. However, there is a need to clearly define at what level in the field of omnichannel logistics have been conducted and the themes on which they have been based. The aim of this study is to present an extensive and concise literature review on omnichannel logistics and to analyse the thematic evolution of the omnichannel logistics field. The study used bibliometric techniques to explore research trends in the field of omnichannel logistics. Employing SciMAT and VOSviewer software, the study analysed 156 articles from Web of Science journals. These research articles cover the 2016–2022 period. The analysis allowed exploring the dynamics in different years and identifying main/sub-themes. The findings highlighted the themes that are still in the maturation process. These themes are retail, service quality, omnichannel management, city logistics, warehousing, e-commerce and supply chain. This study presents a holistic picture of omnichannel logistics and introduces the themes related to retailer behavior and logistics process to the literature. Researchers can further their studies by considering prominent keywords in omnichannel logistics management. In this sense, the study offers beneficial implications for academics.In addition, the results of the study reveal the direction of the sectoral trends and the trend in the field of omnichannel logistics. In this sense, it offers a roadmap to businesses and sector employees in determining their strategies.KEYWORDS: Omnichannelomnichannel logisticsbibliometric analysisSciMATVosviewer Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationNotes on contributorsİlknur Tanriverdiİlknur Tanrıverdi, works as an Assistant Professor at the Department of International Trade and Logistics, Faculty of Ömer Seyfettin Applied Science, Bandırma Onyedi Eylül University, Türkiye. Her research interests are logistics, distribution, international marketing and supply chain.Hatice AydınHatice Aydın, works as an Associate Professor at the Department of Public Relations and Advertising, Faculty of Ömer Seyfettin Applied Science, Bandırma Onyedi Eylül University, Türkiye. Her research interests are marketing, distribution, consumer research and digital marketing.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"261 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135859793","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-19DOI: 10.1080/09593969.2023.2252628
Chi-Cheng Luan, Hoa PhamThi, Nellie Ulysses
ABSTRACTPredictors of organic cosmetic product purchase intention have been widely investigated. However, a company-CSR fit triggered from this business area has not been examined in purchase intention. In addition, company-CSR fit-driven positive CSR perception in several business areas such as tourism, banking, and pharmacy has been found to serve a buffer in a service failure. Whether CSR belief derived from a company-CSR fit in the organic cosmetic product business still generates the buffering effect. This study examines the buffering effect of CSR belief driven by the company-CSR fit in the context of service failure on brand attitude and purchase intention for organic cosmetic products. In addition, this study proposes a moderating role of health consciousness that could influence the buffering effect of CSR belief on brand attitude after a service failure. Using data from a sample of 257 respondents on Amazon Mechanical Turk, the study uses SmartPLS 3 to perform the partial least squares structural equation modelling (PLS-SEM). The results indicate that a company-CSR fit driven-CSR belief generates a buffering effect on brand attitude, resulting in the maintenance of purchase intention after a service failure. Results further show that health consciousness moderates this buffering effect on brand attitude. Particularly, consumers with high levels of health consciousness strengthen this buffering effect, while the buffer of CSR belief does not have an effect on consumers with low levels of health consciousness. These findings bring theoretical contributions and practical implications for the organic cosmetic product business.KEYWORDS: CSR beliefservice failurehealth consciousnesseco-friendly consumptionbuffering effect Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationFundingThe authors received no direct funding for this research.Notes on contributorsChi-Cheng LuanChi-Cheng Luan is currently Assistant Professor in the Department of Management Science, National Yang Ming Chiao Tung University (NYCU). Before the work at NYCU, he served as the Visiting Assistant Professor at Philadelphia University in the United States. The aim of his study is socially responsible consumption about how situational/environmental factors and individual difference characteristics may influence socially responsible behavior. The topics include discussing the effect of virtual reality application on socially responsible consumption and the effect of corporate social responsibility on consumer evaluation.Hoa PhamThiHoa PhamThi (PhD, Institute of Service Science, National Tsing Hua University, Taiwan) is a lecturer of Department of Marketing in University of Economics of Ho Chi Minh City, International School of Business, Ho Chi Minh city, Vietnam. Her research interests focus on sustainable consumption, customer experience journey, and smart retailing in era of digitalization. Her work has been published in S
{"title":"A company-CSR fit as antecedents of organic cosmetic product purchase intention, the buffering effect of CSR belief: a moderating role of health consciousness","authors":"Chi-Cheng Luan, Hoa PhamThi, Nellie Ulysses","doi":"10.1080/09593969.2023.2252628","DOIUrl":"https://doi.org/10.1080/09593969.2023.2252628","url":null,"abstract":"ABSTRACTPredictors of organic cosmetic product purchase intention have been widely investigated. However, a company-CSR fit triggered from this business area has not been examined in purchase intention. In addition, company-CSR fit-driven positive CSR perception in several business areas such as tourism, banking, and pharmacy has been found to serve a buffer in a service failure. Whether CSR belief derived from a company-CSR fit in the organic cosmetic product business still generates the buffering effect. This study examines the buffering effect of CSR belief driven by the company-CSR fit in the context of service failure on brand attitude and purchase intention for organic cosmetic products. In addition, this study proposes a moderating role of health consciousness that could influence the buffering effect of CSR belief on brand attitude after a service failure. Using data from a sample of 257 respondents on Amazon Mechanical Turk, the study uses SmartPLS 3 to perform the partial least squares structural equation modelling (PLS-SEM). The results indicate that a company-CSR fit driven-CSR belief generates a buffering effect on brand attitude, resulting in the maintenance of purchase intention after a service failure. Results further show that health consciousness moderates this buffering effect on brand attitude. Particularly, consumers with high levels of health consciousness strengthen this buffering effect, while the buffer of CSR belief does not have an effect on consumers with low levels of health consciousness. These findings bring theoretical contributions and practical implications for the organic cosmetic product business.KEYWORDS: CSR beliefservice failurehealth consciousnesseco-friendly consumptionbuffering effect Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationFundingThe authors received no direct funding for this research.Notes on contributorsChi-Cheng LuanChi-Cheng Luan is currently Assistant Professor in the Department of Management Science, National Yang Ming Chiao Tung University (NYCU). Before the work at NYCU, he served as the Visiting Assistant Professor at Philadelphia University in the United States. The aim of his study is socially responsible consumption about how situational/environmental factors and individual difference characteristics may influence socially responsible behavior. The topics include discussing the effect of virtual reality application on socially responsible consumption and the effect of corporate social responsibility on consumer evaluation.Hoa PhamThiHoa PhamThi (PhD, Institute of Service Science, National Tsing Hua University, Taiwan) is a lecturer of Department of Marketing in University of Economics of Ho Chi Minh City, International School of Business, Ho Chi Minh city, Vietnam. Her research interests focus on sustainable consumption, customer experience journey, and smart retailing in era of digitalization. Her work has been published in S","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135059511","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-09-12DOI: 10.1080/09593969.2023.2256491
Alina Both, Sascha Steinmann
{"title":"Customer experiences in omnichannel retail environments: a thematic literature review","authors":"Alina Both, Sascha Steinmann","doi":"10.1080/09593969.2023.2256491","DOIUrl":"https://doi.org/10.1080/09593969.2023.2256491","url":null,"abstract":"","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135879124","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-31DOI: 10.1080/09593969.2023.2253003
Magnus Söderlund
{"title":"‘I do not know’: an examination of reactions to virtual agents that fail to answer the user’s questions","authors":"Magnus Söderlund","doi":"10.1080/09593969.2023.2253003","DOIUrl":"https://doi.org/10.1080/09593969.2023.2253003","url":null,"abstract":"","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"27 1","pages":""},"PeriodicalIF":3.6,"publicationDate":"2023-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74872187","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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