Pub Date : 2025-02-18DOI: 10.1016/j.jretconser.2025.104259
Hyowon Hyun , Weon Sang Yoo , Yuhsuan Chen
Retail training is essential for imparting job-related skills and demonstrating an organization's commitment to employee development, which is critical for attracting and retaining skilled employees. This study examined the effectiveness of individual factors within retail training and development programs that facilitate knowledge transfer and investigated the impact of knowledge transfer on organizational innovation and job satisfaction. An online survey was conducted with 483 retail industry participants. This study expands the literature on knowledge management and organizational behavior in the context of retail training.
{"title":"Retailing education as panaceas: Exploring the effects of knowledge transfer on organizational and employee outcomes","authors":"Hyowon Hyun , Weon Sang Yoo , Yuhsuan Chen","doi":"10.1016/j.jretconser.2025.104259","DOIUrl":"10.1016/j.jretconser.2025.104259","url":null,"abstract":"<div><div>Retail training is essential for imparting job-related skills and demonstrating an organization's commitment to employee development, which is critical for attracting and retaining skilled employees. This study examined the effectiveness of individual factors within retail training and development programs that facilitate knowledge transfer and investigated the impact of knowledge transfer on organizational innovation and job satisfaction. An online survey was conducted with 483 retail industry participants. This study expands the literature on knowledge management and organizational behavior in the context of retail training.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104259"},"PeriodicalIF":11.0,"publicationDate":"2025-02-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143428059","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}
Pub Date : 2025-02-17DOI: 10.1016/j.jretconser.2025.104252
Qianwen Shao , Yi-Na Li , Yang Liu , Zhi Li , Jingjing Tian , Jiuchang Wei
Products frequently undergo multiple recalls throughout their lifecycle. This study analyzes the impact of the temporal distance between the current recall and its previous one on the market share loss of the focal product in the Chinese automotive industry from 2013 to 2021. Our findings suggest that a longer temporal distance generally mitigates the negative impact of recalls on product market performance. However, this mitigating effect weakens significantly under conditions of high defect severity, when the firm has recalled other products for the same defect, or when the recall frequency in the industry is low. This study contributes to research in attribution theory by integrating temporal distance as a cue and examining its functional boundary conditions. The findings offer insights into how firms can better manage component sharing and quality control, and how regulators can protect consumer rights while mitigating the negative impact of recalls on businesses.
{"title":"Temporal buffering: Exploring how temporal distance affects consumers’ reactions to product recalls","authors":"Qianwen Shao , Yi-Na Li , Yang Liu , Zhi Li , Jingjing Tian , Jiuchang Wei","doi":"10.1016/j.jretconser.2025.104252","DOIUrl":"10.1016/j.jretconser.2025.104252","url":null,"abstract":"<div><div>Products frequently undergo multiple recalls throughout their lifecycle. This study analyzes the impact of the temporal distance between the current recall and its previous one on the market share loss of the focal product in the Chinese automotive industry from 2013 to 2021. Our findings suggest that a longer temporal distance generally mitigates the negative impact of recalls on product market performance. However, this mitigating effect weakens significantly under conditions of high defect severity, when the firm has recalled other products for the same defect, or when the recall frequency in the industry is low. This study contributes to research in attribution theory by integrating temporal distance as a cue and examining its functional boundary conditions. The findings offer insights into how firms can better manage component sharing and quality control, and how regulators can protect consumer rights while mitigating the negative impact of recalls on businesses.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104252"},"PeriodicalIF":11.0,"publicationDate":"2025-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143428058","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}
Pub Date : 2025-02-16DOI: 10.1016/j.jretconser.2025.104260
Lijuan Luo , Ling Liu , Yujie Zheng , Yuwei Wang
Live streaming e-commerce has transformed online shopping by combining real-time interaction with visual demonstrations, making streamers' performances crucial to sales outcomes. However, the consequences of streamers' interactive voice on consumers' decision remain underexplored. Grounded in dual process theory, this study investigates how emotional vocal cues (pitch and intensity) and informational vocal cues (speech rate) in streamers' voices influence sales performance, and how these effects vary across different product types. We collected real-time data from Douyin, a popular live streaming platform in China, and developed a fixed effects model for analysis. The results indicate that streamers’ voice characteristics are highly persuasive, with pitch and speech rate positively impacting sales performance, while intensity has a negative effect. Additionally, emotional vocal cues are more effective in strengthening purchases for experience products, while informational vocal cues are more effective for search products. This research enhances the understanding of voice characteristics in live streaming e-commerce, offering actionable insights for streamers and platform managers to optimize sales strategies.
{"title":"The power of voice: Investigating the effects of streamer voice characteristics on sales performance in live streaming E-commerce","authors":"Lijuan Luo , Ling Liu , Yujie Zheng , Yuwei Wang","doi":"10.1016/j.jretconser.2025.104260","DOIUrl":"10.1016/j.jretconser.2025.104260","url":null,"abstract":"<div><div>Live streaming e-commerce has transformed online shopping by combining real-time interaction with visual demonstrations, making streamers' performances crucial to sales outcomes. However, the consequences of streamers' interactive voice on consumers' decision remain underexplored. Grounded in dual process theory, this study investigates how emotional vocal cues (pitch and intensity) and informational vocal cues (speech rate) in streamers' voices influence sales performance, and how these effects vary across different product types. We collected real-time data from Douyin, a popular live streaming platform in China, and developed a fixed effects model for analysis. The results indicate that streamers’ voice characteristics are highly persuasive, with pitch and speech rate positively impacting sales performance, while intensity has a negative effect. Additionally, emotional vocal cues are more effective in strengthening purchases for experience products, while informational vocal cues are more effective for search products. This research enhances the understanding of voice characteristics in live streaming e-commerce, offering actionable insights for streamers and platform managers to optimize sales strategies.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104260"},"PeriodicalIF":11.0,"publicationDate":"2025-02-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143421385","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}
Pub Date : 2025-02-15DOI: 10.1016/j.jretconser.2025.104249
Camila Lee Park, Mauro Fracarolli Nunes
The study explores the relationship between consumers’ emotional attachment and their apparent tendency to ignore or minimise negative conduct from their favourite companies. Contextualised in the luxury industry, we examine how the place occupied by a brand in the psychic and emotional balance of individuals should be conditional on their perceptions. Through two scenario-based experiments with 336 participants, these questions are addressed in different aspects of corporate reputation, with the constructs of corporate image and trust serving as dependent variables. The consideration of the luxury brand attachment construct complements the analyses. Results suggest that consumers are significantly more likely to forgive the misconduct of their favourite companies, penalising those with which they have a low emotional attachment. This study contributes to a deeper understanding of the psychological dynamics between consumers and brands, favouring the application of attachment theory to marketing literature.
{"title":"The use of (non)exotic leathers by (non)favourite luxury brands: An attachment theory perspective","authors":"Camila Lee Park, Mauro Fracarolli Nunes","doi":"10.1016/j.jretconser.2025.104249","DOIUrl":"10.1016/j.jretconser.2025.104249","url":null,"abstract":"<div><div>The study explores the relationship between consumers’ emotional attachment and their apparent tendency to ignore or minimise negative conduct from their favourite companies. Contextualised in the luxury industry, we examine how the place occupied by a brand in the psychic and emotional balance of individuals should be conditional on their perceptions. Through two scenario-based experiments with 336 participants, these questions are addressed in different aspects of corporate reputation, with the constructs of corporate image and trust serving as dependent variables. The consideration of the luxury brand attachment construct complements the analyses. Results suggest that consumers are significantly more likely to forgive the misconduct of their favourite companies, penalising those with which they have a low emotional attachment. This study contributes to a deeper understanding of the psychological dynamics between consumers and brands, favouring the application of attachment theory to marketing literature.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104249"},"PeriodicalIF":11.0,"publicationDate":"2025-02-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143421384","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}
Pub Date : 2025-02-13DOI: 10.1016/j.jretconser.2025.104257
Alexandra Rese, Lennart Witthohn
Chatbots in customer service often fail to meet customer expectations, largely because they are considered prone to comprehension errors. Service recovery can decisively restore perceived humanness and user satisfaction through perceived warmth and competence after a service failure. In this study, we investigate the effect of the chatbot's gender on the user in service recovery. The majority of chatbots in customer service display female characteristics. We use a pre-study (n = 30) to determine the perceived gender of several chatbot avatars and a scenario-based experiment (n = 300) in which the service recovery after an outcome failure and the gender of the chatbot are manipulated. The results show that the service recovery significantly improved user satisfaction with the chatbot. In addition, the chatbot was perceived as significantly warmer and more competent, which resulted in higher perceived humanness and increased user satisfaction. Male chatbots were perceived as less warm in failure situations when service recovery was not achieved. However, following service recovery, there are no differences in the perception of the chatbot's warmth and gender. Perceived warmth is correlated with perceived competence. Gender incongruence between the chatbot and the respondent resulted in a higher perceived humanness of the chatbot in service recovery. Therefore, firms should pay particular attention to the contexts in which chatbots are used and whether gender matching is appropriate.
{"title":"Recovering customer satisfaction after a chatbot service failure – The effect of gender","authors":"Alexandra Rese, Lennart Witthohn","doi":"10.1016/j.jretconser.2025.104257","DOIUrl":"10.1016/j.jretconser.2025.104257","url":null,"abstract":"<div><div>Chatbots in customer service often fail to meet customer expectations, largely because they are considered prone to comprehension errors. Service recovery can decisively restore perceived humanness and user satisfaction through perceived warmth and competence after a service failure. In this study, we investigate the effect of the chatbot's gender on the user in service recovery. The majority of chatbots in customer service display female characteristics. We use a pre-study (n = 30) to determine the perceived gender of several chatbot avatars and a scenario-based experiment (n = 300) in which the service recovery after an outcome failure and the gender of the chatbot are manipulated. The results show that the service recovery significantly improved user satisfaction with the chatbot. In addition, the chatbot was perceived as significantly warmer and more competent, which resulted in higher perceived humanness and increased user satisfaction. Male chatbots were perceived as less warm in failure situations when service recovery was not achieved. However, following service recovery, there are no differences in the perception of the chatbot's warmth and gender. Perceived warmth is correlated with perceived competence. Gender incongruence between the chatbot and the respondent resulted in a higher perceived humanness of the chatbot in service recovery. Therefore, firms should pay particular attention to the contexts in which chatbots are used and whether gender matching is appropriate.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104257"},"PeriodicalIF":11.0,"publicationDate":"2025-02-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143394494","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2025-02-12DOI: 10.1016/j.jretconser.2025.104254
Wen-Hai Chih , Kai-Yu Wang , Hope Wilfred Banda
This study proposed a model to explain customers’ willingness to accept chatbot intervention in service recovery. Grounded in the realism maximization theory and the service robot acceptance model, it investigated whether the incorporation of realism in chatbot messages (through message relevance and message warmth) can enhance service recovery outcomes. An online survey study was conducted recruiting 319 participants in the United States who experienced interactions with chatbots, and SPSS PROCESS Macro bootstrapping was used to test the hypotheses. The results confirmed that message relevance and message warmth negatively affect uniqueness neglect, which in turn positively affects perceived chatbot artificiality, and negatively affects perceived chatbot rapport, and perceived chatbot intelligence. The results also confirmed the mediating role of uniqueness neglect, perceived chatbot rapport, and perceived chatbot intelligence. This research contributes to the understanding of how chatbot realism can improve service recovery. It also offers actionable insights for managers to craft relevant and warm chatbot messages to build chatbot capabilities that emphasize rapport and intelligence to enhance service recovery outcomes.
{"title":"Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery","authors":"Wen-Hai Chih , Kai-Yu Wang , Hope Wilfred Banda","doi":"10.1016/j.jretconser.2025.104254","DOIUrl":"10.1016/j.jretconser.2025.104254","url":null,"abstract":"<div><div>This study proposed a model to explain customers’ willingness to accept chatbot intervention in service recovery. Grounded in the realism maximization theory and the service robot acceptance model, it investigated whether the incorporation of realism in chatbot messages (through message relevance and message warmth) can enhance service recovery outcomes. An online survey study was conducted recruiting 319 participants in the United States who experienced interactions with chatbots, and SPSS PROCESS Macro bootstrapping was used to test the hypotheses. The results confirmed that message relevance and message warmth negatively affect uniqueness neglect, which in turn positively affects perceived chatbot artificiality, and negatively affects perceived chatbot rapport, and perceived chatbot intelligence. The results also confirmed the mediating role of uniqueness neglect, perceived chatbot rapport, and perceived chatbot intelligence. This research contributes to the understanding of how chatbot realism can improve service recovery. It also offers actionable insights for managers to craft relevant and warm chatbot messages to build chatbot capabilities that emphasize rapport and intelligence to enhance service recovery outcomes.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104254"},"PeriodicalIF":11.0,"publicationDate":"2025-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143387655","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}
This study addresses the challenge of implicitly expressed traveler requirements in user-generated content (UGC). It proposes an innovative method to assist service managers in improving the quality of the overall service experience. Specifically, this paper employs the dependency syntactic analysis combined with co-occurrence information to extract and complete sentiment quadruples, addressing incomplete review expressions where travelers omit the subject or predicate. Additionally, considering the internal correlation of different traveler requirements, the Quality Function Deployment (QFD) model is utilized to assess priorities for hotel service improvements. Taking 12 Jinjiang Inn Hotels in Beijing as a case study, this paper identifies 13 traveler requirements based on 9810 valid reviews. Moreover, the evaluation of 10 hotel service improvements reveals that “special catering” as a key area for prioritization and enhancement to add value. In summary, this paper proposes a method that uncovers travelers’ implicit requirements from their implicit expressions and effectively fills a critical gap in existing research on service improvement prioritization by incorporating the internal correlation of requirements.
{"title":"An innovative method for improving hotel service using implicit requirement generation and quality function deployment","authors":"Meng Zhao , Yimai Zhang , Chenxi Zhang , Yaqi Wang","doi":"10.1016/j.jretconser.2025.104251","DOIUrl":"10.1016/j.jretconser.2025.104251","url":null,"abstract":"<div><div>This study addresses the challenge of implicitly expressed traveler requirements in user-generated content (UGC). It proposes an innovative method to assist service managers in improving the quality of the overall service experience. Specifically, this paper employs the dependency syntactic analysis combined with co-occurrence information to extract and complete sentiment quadruples, addressing incomplete review expressions where travelers omit the subject or predicate. Additionally, considering the internal correlation of different traveler requirements, the Quality Function Deployment (QFD) model is utilized to assess priorities for hotel service improvements. Taking 12 Jinjiang Inn Hotels in Beijing as a case study, this paper identifies 13 traveler requirements based on 9810 valid reviews. Moreover, the evaluation of 10 hotel service improvements reveals that “special catering” as a key area for prioritization and enhancement to add value. In summary, this paper proposes a method that uncovers travelers’ implicit requirements from their implicit expressions and effectively fills a critical gap in existing research on service improvement prioritization by incorporating the internal correlation of requirements.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104251"},"PeriodicalIF":11.0,"publicationDate":"2025-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143387654","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}
Pub Date : 2025-02-10DOI: 10.1016/j.jretconser.2025.104240
Rocco Caferra , Dario Antonio Schirone , Paola Tiranzoni , Andrea Morone
The decision-making process of consumers often remains a "black box," influenced by a myriad of factors driving their choices. This paper shows how well-targeted communication can enhance customer experiences. By utilizing specific intercom announcements to encourage customers to seek staff assistance, the study assesses how this proactive engagement might improve the perceived quality of the shopping experience. The experiment specifically explores whether targeted communication can mitigate customer dissatisfaction arising from product unavailability or lack of suitable alternatives, a common issue known as the "out of stock" problem.
Our findings reveal that this communication strategy significantly enhances customer experiences, demonstrating its effectiveness across diverse consumer segments. This research contributes to the existing body of literature on consumer decision-making and communication by offering a practical approach to elevate customer experiences through strategic communication. The experimental design and methodology employed in this study provide a nuanced understanding of how communication impacts customer satisfaction, presenting valuable insights for marketers and businesses focused on boosting customer satisfaction and loyalty.
By bridging the gap between theoretical frameworks and practical applications, this study underscores the critical role of targeted communication in resolving common retail challenges and improving overall customer engagement. The implications of these findings suggest that businesses can substantially benefit from implementing such communication strategies to foster a more satisfying and loyal customer base.
{"title":"Exploring the impact of targeted communication on customer experience: A natural experiment","authors":"Rocco Caferra , Dario Antonio Schirone , Paola Tiranzoni , Andrea Morone","doi":"10.1016/j.jretconser.2025.104240","DOIUrl":"10.1016/j.jretconser.2025.104240","url":null,"abstract":"<div><div>The decision-making process of consumers often remains a \"black box,\" influenced by a myriad of factors driving their choices. This paper shows how well-targeted communication can enhance customer experiences. By utilizing specific intercom announcements to encourage customers to seek staff assistance, the study assesses how this proactive engagement might improve the perceived quality of the shopping experience. The experiment specifically explores whether targeted communication can mitigate customer dissatisfaction arising from product unavailability or lack of suitable alternatives, a common issue known as the \"out of stock\" problem.</div><div>Our findings reveal that this communication strategy significantly enhances customer experiences, demonstrating its effectiveness across diverse consumer segments. This research contributes to the existing body of literature on consumer decision-making and communication by offering a practical approach to elevate customer experiences through strategic communication. The experimental design and methodology employed in this study provide a nuanced understanding of how communication impacts customer satisfaction, presenting valuable insights for marketers and businesses focused on boosting customer satisfaction and loyalty.</div><div>By bridging the gap between theoretical frameworks and practical applications, this study underscores the critical role of targeted communication in resolving common retail challenges and improving overall customer engagement. The implications of these findings suggest that businesses can substantially benefit from implementing such communication strategies to foster a more satisfying and loyal customer base.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104240"},"PeriodicalIF":11.0,"publicationDate":"2025-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143378847","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2025-02-10DOI: 10.1016/j.jretconser.2025.104253
Julie Birkenmaier , Yingying Zhang , Jin Huang
Consumers interacting with mainstream financial services encounter mistreatment and unfair treatment. Significant knowledge gaps exist regarding the consequences of such mistreatment on consumer financial well-being. This study investigates whether financial access—defined as the ownership of financial products and services—mediates the relationship between consumer experiences of mistreatment and their financial well-being. Employing the National Financial Well-Being Survey (NFWS) data from 6171 respondents, the research utilizes causal mediation analysis to assess the impact of financial services mistreatment on individuals' access to financial services and, subsequently, their financial well-being. Results reveal that mistreatment within financial services significantly impairs individual financial access, and further exacerbates consumers’ financial well-being. Research findings emphasize the need for interventions that not only address mistreatment directly but also enhance financial access to mitigate its negative effects on financial well-being.
{"title":"Financial services mistreatment, financial access, and financial well-being: A causal mediation analysis","authors":"Julie Birkenmaier , Yingying Zhang , Jin Huang","doi":"10.1016/j.jretconser.2025.104253","DOIUrl":"10.1016/j.jretconser.2025.104253","url":null,"abstract":"<div><div>Consumers interacting with mainstream financial services encounter mistreatment and unfair treatment. Significant knowledge gaps exist regarding the consequences of such mistreatment on consumer financial well-being. This study investigates whether financial access—defined as the ownership of financial products and services—mediates the relationship between consumer experiences of mistreatment and their financial well-being. Employing the National Financial Well-Being Survey (NFWS) data from 6171 respondents, the research utilizes causal mediation analysis to assess the impact of financial services mistreatment on individuals' access to financial services and, subsequently, their financial well-being. Results reveal that mistreatment within financial services significantly impairs individual financial access, and further exacerbates consumers’ financial well-being. Research findings emphasize the need for interventions that not only address mistreatment directly but also enhance financial access to mitigate its negative effects on financial well-being.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104253"},"PeriodicalIF":11.0,"publicationDate":"2025-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143377905","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}
Pub Date : 2025-02-10DOI: 10.1016/j.jretconser.2025.104256
Hoang Tran Phuoc Mai Le , Phuong Van Nguyen , Peter Stokes
This study develops a comprehensive model of green social media influencers (GSMIs) to examine their role in shaping consumer green behaviors through parasocial relationships (PSRs). Particularly, it investigates the interrelationships between trust in GSMIs, perceived risk, and PSRs, as well as the connections among PSRs, perceived guilt, environmental decoupling, and consumer green behaviors. It also aims to identify the key determinants of retail consumer green behavior and explore the moderating effects of perceived greenwashing and follower density. Addressing the limited exploration of these dynamics in the Asian context, the research compares conceptual models of developed and emerging GSMI markets through cross-country surveys conducted in South Korea (n = 306) and Vietnam (n = 309), focusing on national retail consumers. The findings largely confirm the proposed relationships, except for the links between PSRs, environmental decoupling, and perceived guilt, which showed significant variations between the two countries. Furthermore, perceived greenwashing and follower density emerged as critical moderators, significantly shaping the relationships within the model. This study enhances the theoretical understanding of consumer decoupling and influencer marketing while providing practical insights for designing effective green marketing strategies that utilize GSMIs to promote sustainable consumer behavior.
{"title":"Green influencers and consumers’ decoupling behaviors for parasocial relationships and sustainability. A comparative study between Korea and Vietnam","authors":"Hoang Tran Phuoc Mai Le , Phuong Van Nguyen , Peter Stokes","doi":"10.1016/j.jretconser.2025.104256","DOIUrl":"10.1016/j.jretconser.2025.104256","url":null,"abstract":"<div><div>This study develops a comprehensive model of green social media influencers (GSMIs) to examine their role in shaping consumer green behaviors through parasocial relationships (PSRs). Particularly, it investigates the interrelationships between trust in GSMIs, perceived risk, and PSRs, as well as the connections among PSRs, perceived guilt, environmental decoupling, and consumer green behaviors. It also aims to identify the key determinants of retail consumer green behavior and explore the moderating effects of perceived greenwashing and follower density. Addressing the limited exploration of these dynamics in the Asian context, the research compares conceptual models of developed and emerging GSMI markets through cross-country surveys conducted in South Korea (n = 306) and Vietnam (n = 309), focusing on national retail consumers. The findings largely confirm the proposed relationships, except for the links between PSRs, environmental decoupling, and perceived guilt, which showed significant variations between the two countries. Furthermore, perceived greenwashing and follower density emerged as critical moderators, significantly shaping the relationships within the model. This study enhances the theoretical understanding of consumer decoupling and influencer marketing while providing practical insights for designing effective green marketing strategies that utilize GSMIs to promote sustainable consumer behavior.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104256"},"PeriodicalIF":11.0,"publicationDate":"2025-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143377904","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}
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