Journal of Retailing and Consumer Services最新文献

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Less stress, fewer delays: The role of sophisticated AI in mitigating decision fatigue and purchase postponement in luxury retail

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-28 DOI: 10.1016/j.jretconser.2025.104268

Jiarui Li, Jiyun Kang

Purchase postponement is a critical issue for luxury retailers, as consumers often browse or try luxury goods but ultimately delay or abandon purchases. This study explores how retail technologies can address this problem. While sophisticated AI offers diversified recommendations and hyper-personalized options, it can overwhelm consumers, increasing their decision fatigue and purchase postponement. However, it also has the potential to facilitate consumers' decision-making. Building on the stressor-strain-outcome framework, this study examines whether luxury consumers’ experiences with different levels of AI sophistication (high vs. low) show varying levels of purchase postponement (Study 1) and further explores the underlying mechanisms by which sophisticated AI mitigates decision fatigue and purchase postponement (Study 2). Results from two online experiments indicate that luxury consumers who interacted with highly sophisticated AI exhibited lower levels of purchase postponement, even among those with higher goal orientations. This is because luxury consumers perceive sophisticated AI as having more mind-like qualities (agency and experience), enhancing their perceived trust and empathy, which helps alleviate decision fatigue and purchase postponement, especially when service embarrassment is low. This paper makes a significant contribution to the body of knowledge in AI services, retailing, and luxury consumer research, and provides practical insights for luxury retailers with strategies to prevent and mitigate consumer decision fatigue and purchase postponement.

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引用次数: 0

Research on the impact of matched effects between green advertising appeals and product type on consumer purchase intention

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-27 DOI: 10.1016/j.jretconser.2025.104265

Fei Zhang , Yi Zhang , Shiyu Liao , Xingjian Zhou , Xiaogang Ma

With increasing global attention to environmental issues, green marketing has become a vital component of corporate strategy. Consequently, designing effective green advertising strategies to attract consumers has garnered significant interest. This paper employs experimental methods to investigate the impact mechanism of green advertising appeals—specifically, egoistic appeals versus altruistic appeals—on consumers' green purchase intentions. Additionally, it utilizes the Elaboration Likelihood Model and Construal Level Theory to elucidate the internal mechanisms at play. The findings indicate that: (a) green advertising appeals exert a substantial influence on consumers' green purchase intentions and perceived information credibility, with egoistic appeals exhibiting a more pronounced effect than altruistic appeals; (b) there exists a significant mediating effect through consumers' perceived information credibility; (c) product type serves as a moderator between green advertising appeals and consumers' purchase intentions. Specifically, when purchasing utilitarian products, egoistic appeals enhance consumers' green purchase intentions and perceived information credibility compared to altruistic appeals. Conversely, when purchasing hedonic products, altruistic appeals prove more effective than egoistic appeals. Ultimately, the study's conclusion offers insights and recommendations for enhancing the efficacy of enterprise green advertising strategies.

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引用次数: 0

I am not like them: A terror management theory perspective on the consumer separation tendency of pet profile images

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-27 DOI: 10.1016/j.jretconser.2025.104239

Yongdan Liu , Matthew Tingchi Liu , Yutong Ma

Despite increasing trends of influencers using pet elements to pursue business benefits, little attention has been paid to understanding their harmful effects. According to the Terror Management Theory, this research aimed to fill this gap by exploring how mortality salience reduced the effectiveness of influencers with pet profile images. On the basis of four experiments, we found that mortality salience hurt consumer's attitude toward them because increased anxiety about physical death led consumers to perceive less similarity and separate from pet images. Furthermore, the above negative effect on consumer's attitude was reversed by their posts disclosing worldviews (a sense of meaning transcending death), which provided consumers with an effective defense tool against fear of mortality.

引用次数: 0

E-commerce enterprise flexibility leading to better customer perception

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-26 DOI: 10.1016/j.jretconser.2025.104267

Wieslaw Urban , Barbara Buraczyńska

This study aims to assess the level of organizational flexibility in e-commerce enterprises and to develop a structural model that identifies the key factors contributing to flexibility and their impact on customer service perception. The importance of customer perception in e-commerce is undeniable; however, the intra-organizational factors that contribute to it remain unclear. One such factor is flexibility, which has not yet been thoroughly researched. The survey was conducted on a random sample of 213 e-commerce companies of different sizes. The structural equation modelling (SEM) revealed that two factors significantly influence customer perception: assortment flexibility along with price and margin flexibility. Additionally, it was found that management's openness to change and the type of software utilized affect the degree of these flexibilities. This indicates that e-commerce companies should implement strategies to enhance flexibility in shaping their offerings to improve customers' perception of the services provided. It is recommended to foster management's openness to change in order to respond swiftly to evolving customer expectations. Furthermore, software functionalities that facilitate greater organizational flexibility are highly valued.

{"title":"E-commerce enterprise flexibility leading to better customer perception","authors":"Wieslaw Urban , Barbara Buraczyńska","doi":"10.1016/j.jretconser.2025.104267","DOIUrl":"10.1016/j.jretconser.2025.104267","url":null,"abstract":"<div><div>This study aims to assess the level of organizational flexibility in e-commerce enterprises and to develop a structural model that identifies the key factors contributing to flexibility and their impact on customer service perception. The importance of customer perception in e-commerce is undeniable; however, the intra-organizational factors that contribute to it remain unclear. One such factor is flexibility, which has not yet been thoroughly researched. The survey was conducted on a random sample of 213 e-commerce companies of different sizes. The structural equation modelling (SEM) revealed that two factors significantly influence customer perception: assortment flexibility along with price and margin flexibility. Additionally, it was found that management's openness to change and the type of software utilized affect the degree of these flexibilities. This indicates that e-commerce companies should implement strategies to enhance flexibility in shaping their offerings to improve customers' perception of the services provided. It is recommended to foster management's openness to change in order to respond swiftly to evolving customer expectations. Furthermore, software functionalities that facilitate greater organizational flexibility are highly valued.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104267"},"PeriodicalIF":11.0,"publicationDate":"2025-02-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143488970","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Optimizing cooperation mechanisms for augmented reality (AR) services: Balancing product returns, pricing, and customer satisfaction

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-25 DOI: 10.1016/j.jretconser.2025.104263

Zhitang Li , Peng He , Henry Xu

Augmented Reality (AR) enhances user interaction with digital overlays, improving product marketing. This study investigates the interplay between AR services provided by influencers and product returns, focusing on two cooperation mechanisms: the agency mechanism (collaboration with suppliers) and the self-built store mechanism (independent operations with suppliers). Our research delves into the challenge of product returns and explores cooperation mechanisms between product suppliers and influencers utilizing AR services. The research results first show that higher customer satisfaction and providing AR services tend to increase product price and lead to higher return rates, while lower customer satisfaction and the absence of AR services result in lower product price but higher customer retention. Secondly, under the agency mechanism, when return loss costs are higher and customer satisfaction is lower, influencers provide more AR services. In the customer keep phenomenon, influencers should consider the wholesale price level, in addition to the unit management cost when deciding on high-quality AR services. Thirdly, under the agency mechanism, influencers choose to provide AR services only when customer satisfaction is very low but refrain in the self-built store mechanism. In addition, when customer satisfaction is higher, influencers can consider providing AR services and accepting returns. Furthermore, from the perspective of influencers, the agency mechanism is more advantageous when AR services are provided, while the self-built store mechanism is optimal without AR services under low satisfaction. High satisfaction consistently favors the agency mechanism.

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引用次数: 0

How to present food images on packaging? The influence of aesthetics design on consumers' perceived healthiness

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-24 DOI: 10.1016/j.jretconser.2025.104264

Linfeng Hu , Sainan Wang , Jiehui Zheng , Qianwen Xu

Product images on packaging are widespread and essential marketing tools in retailing. Consumers increasingly rely on packaging designs to infer healthiness of food. However, it remains unclear whether the presentation style of food images on packaging influences the perceived healthiness. This study delves into the impact of classical aesthetics design in presenting food images on healthiness judgments, as well as its mechanism and boundary, through five experiments. The results indicate that high classical aesthetic presentation of food images enhances consumers' healthiness perception and purchase intention, with perceived naturalness playing a mediating role. Moreover, including organic label on packaging moderates this aesthetics effect. Specifically, when an organic label is present, perceived naturalness fails to mediate the effect of aesthetics on perceived healthiness. These findings enrich the literature about effects of product images and expand aesthetics research in packaging field, while also offer insights for optimizing packaging marketing strategies and promoting consumers' healthy decision-making.

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引用次数: 0

Blockchain meets luxury: The role of NFT authentication in luxury retail platforms

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-20 DOI: 10.1016/j.jretconser.2025.104262

Jisu Jang, Jiyun Kang

With the growing popularity of online luxury retail platforms, authentication of luxury products and institutional trust in online retailers are becoming increasingly important. Due to the inability to physically inspect offerings in person, consumers may have heightened anxiety and reduced trust in luxury products and retailers. Therefore, this research explores how a novel retail technology––blockchain-enabled non-fungible token (NFT) authentication––can address this issue. Specifically, grounded on warranting theory and institution-based trust theory, this research explores how NFT authentication influences purchase intention through warranting value and structural assurance. Using a two-stage experimental approach with a sample of U.S. luxury consumers aged 18–58 years, who are known to represent the majority of consumers in the luxury market, the research initially focuses on new luxury consumption (Study 1) and extends the insights to pre-loved consumption (Study 2). The serial multiple mediation analyses show that NFT authentication significantly enhances purchase intention in both new and pre-loved luxury platforms, mediated by warranting value and structural assurance. Notably, NFT authentication directly increases purchase intention only for pre-loved luxury goods. This study contributes significantly to the body of knowledge on digital transformation in retailing and luxury consumer research. The implications suggest that luxury retailers can strategically leverage blockchain technology to differentiate themselves in a competitive market.

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引用次数: 0

Enhancing social media engagement: Speech act strategies across influencer types

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-20 DOI: 10.1016/j.jretconser.2025.104258

Xing Fang , Seong Kyoung Shin , Xingyu Huang

Influencers play a critical role in driving audience engagement. This study examines the impact of influencers' speech acts (e.g., expressive, assertive, directive, and interrogative) on audience engagement. Utilizing natural language processing (NLP) and econometric analysis, we analyze a diverse sample of over 27,000 Facebook influencers, ranging from nano to mega influencers. Our findings reveal that influencers’ speech acts significantly impact social media engagement and improve the predictive accuracy of models assessing influencer marketing effectiveness. Furthermore, the relationship between speech acts and audience engagement is moderated by the influencer type (e.g., nano, micro, macro, and mega influencers). Notably, our results show that having a larger follower base does not necessarily enhance the effect of speech acts on engagement. These insights suggest that firms should strategically align speech acts with influencer types to optimize engagement in influencer marketing campaigns.

引用次数: 0

Exploring multimodal factors in online reviews: A machine learning approach to evaluating content effectiveness

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-19 DOI: 10.1016/j.jretconser.2025.104261

Yuhao Zhang , Qianru Li , Jinzhe Yan

Previous studies on online usefulness have focused on a single information modality's review and reviewer features. However, studies investigating the interaction of multimodal information features are limited. This study integrates the Elaboration Likelihood Model, media richness theory, and dual coding theory, leveraging text mining and image processing techniques to propose a multimodal information fusion model. The model evaluates the impact of review text quality (comprehensiveness, clarity, and readability) and the aesthetic quality of review photos on perceived usefulness. We analyzed data from 34,890 reviews and 126,675 images on the Yelp platform using natural language processing and machine learning, alongside econometric modeling approaches, to investigate bimodal factors' independent and interactive mechanisms. Our findings indicate that both review text quality and photo aesthetic quality significantly and positively influence review usefulness independently. Additionally, their interaction plays a crucial role in enhancing perceived usefulness. This study offers a novel theoretical perspective on how multimodal information affects consumer information processing and provides practical recommendations for online review platforms, reviewers, and businesses.

{"title":"Exploring multimodal factors in online reviews: A machine learning approach to evaluating content effectiveness","authors":"Yuhao Zhang , Qianru Li , Jinzhe Yan","doi":"10.1016/j.jretconser.2025.104261","DOIUrl":"10.1016/j.jretconser.2025.104261","url":null,"abstract":"<div><div>Previous studies on online usefulness have focused on a single information modality's review and reviewer features. However, studies investigating the interaction of multimodal information features are limited. This study integrates the Elaboration Likelihood Model, media richness theory, and dual coding theory, leveraging text mining and image processing techniques to propose a multimodal information fusion model. The model evaluates the impact of review text quality (comprehensiveness, clarity, and readability) and the aesthetic quality of review photos on perceived usefulness. We analyzed data from 34,890 reviews and 126,675 images on the Yelp platform using natural language processing and machine learning, alongside econometric modeling approaches, to investigate bimodal factors' independent and interactive mechanisms. Our findings indicate that both review text quality and photo aesthetic quality significantly and positively influence review usefulness independently. Additionally, their interaction plays a crucial role in enhancing perceived usefulness. This study offers a novel theoretical perspective on how multimodal information affects consumer information processing and provides practical recommendations for online review platforms, reviewers, and businesses.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104261"},"PeriodicalIF":11.0,"publicationDate":"2025-02-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143438098","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

An algorithmic marketing approach to analyzing consumer well-being: Incorporating psychological factors in customer loyalty

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-02-18 DOI: 10.1016/j.jretconser.2025.104238

Yu Zhao, Michiko Tsubaki

In recent years, there has been growing interest in consumer well-being in marketing research. This study examines psychological loyalty, which connects corporate profits with consumer well-being, and proposes an algorithmic marketing approach to analyze survey data from the Matsuya Ginza Department Store to identify specific variables that impact consumer well-being. To clarify the structure between each variable and consumer well-being, we considered various gradient boosting machine learning models, which emphasize classification accuracy for qualitative data, and constructed an ensemble learning model. We also conducted clustering on Matsuya Ginza customers, analyzed the variables that significantly contribute to consumer well-being in different clusters, and developed specific measures to improve products and services. Furthermore, using SHAP (Shapley Additive Explanations) and ICE (Individual Conditional Expectation), we conducted instance-level analysis to show to what extent consumer well-being tends to increase or decrease in relation to important variables for each instance.

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引用次数: 0

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