Journal of Consumer Behaviour最新文献

As switching behaviors become more prevalent in omni-channel retailing, businesses face the challenge of crafting customer journeys that are not only seamless and integrated but also personalized. Personalization at the customer journey level requires a deep understanding of varied customer needs and behaviors. This research segments and profiles omni-channel customers based on their perceptions, values, channel choices, and switching behaviors. We employed a mixed-method approach, including 23 in-depth interviews, four focus groups, and an online survey of 345 omni-channel customers from electronic goods retailers. Our study identifies four distinct segments–digital switchers, webroomers, showroomers, and offline switchers–each requiring different experiences during their shopping journey. Theoretically, it confirms that customers with varying experience needs interact differently with channels, making the customer journey dynamic and individualistic in an omni-channel context. Practically, our research suggests segment-specific features for different channels, enabling managers and retailers to optimize and personalize omni-channel shopping experiences.

In the competitive travel accommodation market, peer-to-peer accommodation (P2PA) providers are in desperate need of a value proposition framework that will assist them in guiding the development of an ‘engaged’ customer base. However, currently, the P2PA literature does not provide such a framework that includes a comprehensive list of tangible and intangible values driving customer engagement (CE). Underpinned by the service-dominant (S-D) logic theory, we adopted a big data-based, two study approach to identify these values (and their composites) that drive CE in P2PA. Study 1 was conducted to identify important tangible and intangible values driving customers to engage with P2PA. This qualitative study adopted a text-mining and sentiment analysis approach which was performed on 499,160 customer reviews. The subsequent quantitative study (Study 2) used a multi-factor ANOVA analysis (i.e., Automatic Linear Modelling) to examine 19,060 listed houses using their star ratings and other available quantitative data (e.g., accommodation cost, response rate and number of rooms). Our findings present an S-D logic-based value proposition framework for enhancing CE in P2PA. This framework shows that customers consider seven tangible-intangible values (i.e., accommodation, perceived enjoyment, perceived friendliness, perceived convenience, surrounding, perceived response and trustworthiness) in creating three values (i.e., re-adopt, recommend, and refer P2PA) for P2PA-platform providers and listed-houses. Overall, by developing an S-D logic-based framework and identifying salient values in P2PA value co-creation, this research extends both the P2PA literature and S-D logic theory. We also provide insightful recommendations for P2PA providers.

Social media platforms expose individuals to both peer and marketer influences. While these influences have garnered significant research attention regarding their impact on consumer behaviors, the findings have been a subject of debate. This research examines how peer influence from user-generated content (UGC) differs from marketer influence from marketer-generated content (MGC) in its effect on consumers' eco-friendly product (EFP) purchases and how peer influence takes place. Study 1 uses online field data from an e-commerce company and suggests that peer influence is associated with more sales, whereas there is no empirical evidence to support a similar effect for marketer influence. Utilizing online survey data collected from social media users, Study 2 further reveals that informational and normative peer influences significantly increase consumers' purchase intention via environmental self-efficacy and positive moral emotion. Notably, tie strength with the influencing peer plays a crucial role in moderating the relationship between different peer influences, the mediators, and the mediation paths. Our research advances knowledge of peer influence on EFP consumer behaviors, extends the UGC literature through the lens of peer influence and tie strength, and offers practical implications for social media marketers and policymakers promoting eco-friendly products.

Financial well-being occupies a pivotal juncture between money and happiness, serving as fundamental components for favorable individual and organizational outcomes. The exponential growth in literature seeking to delineate its conceptualization, mechanisms, and enablers underscores its significance and implications. However, the varied scholarly contributions have also given rise to persistent discrepancies and a subjective-objective dichotomy within the field, necessitating a comprehensive review. To address this gap, we conducted a thorough bibliometric analysis employing citation, co-citation, and co-occurrence techniques. Our study enriches the theoretical underpinnings by examining its thematic nuances, underlying nomological networks, and evolutionary trends. Specifically, our findings unveil a notable shift toward subjective evaluation shaped by temporal perspectives. Moreover, we discern an increasing influence of psychological variables in shaping individuals' subjective assessments of their financial well-being, extending beyond traditional cognitive and objective dimensions. Additionally, our analysis underscores the pivotal role of financial socialization, highlighting the impact of social and environmental factors on subjective perceptions. These insights are encapsulated within our proposed operationalization, integrated framework, and future research direction.

This study develops and tests for the first time a conceptual model that examines the drivers and facilitating factors affecting revenge buying behavior. This research investigates the influence of materialism on revenge buying intentions in addition to the mediating role of envy in explaining revenge buying intentions. This study also examines the moderating role of added purchasing power in moderating the relationship between revenge buying intention and revenge buying behavior. Based on a sample of 617 Jordanian consumers, the findings support the mediating role of envy in the relationship between materialism, need frustration and revenge buying intention. Moreover, the influence of revenge buying intention on revenge buying was also stronger when added purchasing power was perceived to be high.

This research systematically reviews artificial intelligence (AI) effects in customer-interfacing retail applications based on an ecosystem value co-creation framework. We conduct a bibliometric and conceptual mapping analysis study, focusing on AI-related implications for consumers' and other stakeholders' well-being, social interaction, and societal welfare. A co-citation network visualization of critical AI journal articles is generated, and a network visualization of AI keyword relationships and clustered topic areas is presented and discussed, along with a conceptual map of the relationships between key concepts and substantive AI themes. In an ecosystem context, the multidisciplinary-based bibliometric and conceptual mapping findings of our analysis reflect the need to focus not only on the positive and negative effects on stakeholder well-being, social interaction, and societal welfare but also on how effects created in one of these levels impact the value created in the other social layers. Furthermore, the interdisciplinary characteristics necessary in effectively implementing and managing AI technologies emphasize the need for collaboration among multiple organizational departments, technology partners, and other members of the business ecosystem. The findings of this research contribute to assessing both the positive and negative effects of AI and allow for its implementation in a way that is helpful to organizations, employees, consumers, and society. This study should also help managers decide which situations are best suited for using AI and which are not.

This paper develops the metaverse quality (MV-Qual) scale and explores the various factors that may impact consumers' perceptions of quality and value when purchasing virtual products in a metaverse world. Utilizing Flow Theory and SERVQUAL as theoretical lenses to conduct our research, a framework was developed and tested, demonstrating how various factors are interconnected and impact consumers' shopping experiences in the metaverse. Data were collected from a national sample of 322 metaverse users in the United States and analyzed using partial least squares structural equation modeling in SmartPLS, complemented by a neural network causal analysis in Neusrel. The results demonstrated that several factors impact metaverse store quality and perceived virtual product value, including control, vividness, avatar design, rarity, and resale value. Subsequently, metaverse store quality and perceived virtual product value positively impact the intention to purchase virtual products in metaverse. This research contributes to the advancement of understanding consumer behavior in the metaverse and adds to the emerging marketing literature on the metaverse. Furthermore, the MV-QUAL scale developed serves as a practical tool that both marketing researchers and practitioners can use to enhance understanding and discover new ways to improve the metaverse consumer experience.

Consumers are exploring ways to obtain control and limit their existing consumption levels in response to growing concerns about well-being. This article introduces the anti-consumption journey, which extends prior work on journey mapping, by evaluating the distinct journey when the goal is not to consume. Within the context of the “digital detox,” we use a hermeneutic approach to analyze qualitative data from blog posts by digital detox consumers, survey data from a digital detox retreat, and interviews with digital detox service providers. We highlight an emergent model of the facilitators and inhibitors consumers encounter throughout the anti-consumption journey. This novel roadmap offers insights to further understand tensions between a consumer's subjective state of agency and culturally embedded assumptions of technology consumption. Theoretical and practitioner implications are discussed.