Journal of Retailing and Consumer Services最新文献_第3页

Exploring psychological dependency on romantic companion robots in the single economy: Implications for digital intimacy and consumer services 探索在单一经济中对浪漫伴侣机器人的心理依赖：对数字亲密和消费者服务的影响

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-08 DOI: 10.1016/j.jretconser.2025.104665

Qian Bao , Guanhong Xie , Yuan Yao

The emergence of the single economy, combined with advances in artificial intelligence (AI), has given rise to AI technologies centred on romantic companion robots (RCRs). These technologies are profoundly reshaping young users' perceptions and experiences of intimate relationships. Drawing on the stimulus–organism–response (S–O–R) theoretical framework, this study employs a multi-method approach that integrates partial least squares structural equation modelling (PLS-SEM), artificial neural networks (ANNs), and necessary condition analysis (NCA) to develop and validate a composite pathway model of users' psychological dependence on RCRs. Using the ‘Xingye’ RCR application as a case study, 457 valid responses were collected to evaluate the effects of six key stimulus variables – perceived personalisation, anthropomorphism, interactivity, hedonic motivation, intimacy, and moral perception – on user trust and satisfaction. Moreover, this study examined the mediating roles of trust and satisfaction in shaping psychological dependence. Results from PLS-SEM supported all hypothesised relationships, confirming trust and satisfaction as critical mediators. ANN analysis further revealed significant nonlinear effects of intimacy, moral perception, and interactivity on trust and satisfaction. In addition, NCA identified intimacy and interactivity as necessary conditions for the formation of psychological dependence. Furthermore, immersion tendency significantly moderates the relationship between interactivity and trust, while demographic factors such as gender, age, and education level exert differential influences. Overall, these findings advance empirical understanding of human–robot intimacy in the era of digital affective technologies and provide theoretical foundations and practical implications for the personalised design, ethical regulation, and market deployment of RCR products.

单一经济的出现，加上人工智能（AI）的进步，催生了以浪漫伴侣机器人（rcr）为中心的人工智能技术。这些技术正在深刻地重塑年轻用户对亲密关系的看法和体验。本研究基于刺激-生物-反应（S-O-R）理论框架，采用偏最小二乘结构方程模型（PLS-SEM）、人工神经网络（ann）和必要条件分析（NCA）相结合的多方法方法，构建并验证了用户对rcr心理依赖的复合路径模型。以“星业”RCR应用程序为例，收集了457份有效回复，以评估六个关键刺激变量（感知个性化、拟人化、互动性、享乐动机、亲密感和道德感知）对用户信任和满意度的影响。此外，本研究还考察了信任和满意度在心理依赖形成中的中介作用。PLS-SEM的结果支持所有假设的关系，证实信任和满意度是关键的中介。人工神经网络分析进一步揭示了亲密度、道德感知和互动性对信任和满意度的显著非线性影响。此外，NCA认为亲密和互动是形成心理依赖的必要条件。此外，沉浸倾向显著调节互动性与信任的关系，而性别、年龄和受教育程度等人口因素对互动性和信任的影响存在差异。总体而言，这些发现促进了对数字情感技术时代人机亲密关系的实证理解，并为RCR产品的个性化设计、伦理监管和市场部署提供了理论基础和实践意义。

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引用次数: 0

Doing good but feeling bad: How checkout donation requests might backfire for retailers by eliciting negative emotional and cognitive consumer response 做得好，但感觉不好：结账捐赠请求如何引起消费者消极的情绪和认知反应，从而对零售商产生适得其反的效果

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-08 DOI: 10.1016/j.jretconser.2025.104673

Ying Zou, David Matthews, Sally Rao Hill, Arvid O.I. Hoffmann

Checkout donation requests are increasingly common and are generally considered beneficial for both charities and retailers. In a novel contribution, we investigate potential negative effects of such requests and how they may backfire on retailers. Drawing on the Stimulus–Organism–Response (S–O–R) framework, we explore consumers’ emotional (feeling of anxiety) and cognitive (perceived intrusiveness) responses to checkout donation requests, and the subsequent effects on both donation outcomes (donation intention) and retailer-relevant non-donation outcomes (checkout satisfaction, attitude towards retailer, repurchase intention). We focus on perceived time and social pressure as triggers of negative responses and test whether donation-related warm glow and checkout charity skepticism mediate those associations. Analyzing survey data from U.S. consumers (N = 329) using partial least squares structural equation modeling demonstrates that time pressure and social pressure are associated with negative consumer responses. Anxiety reduces donation intentions via diminished warm glow and may also link to lower checkout satisfaction through warm glow. In contrast, perceived intrusiveness may be associated with donation intentions and checkout satisfaction through increased skepticism. Perceived intrusiveness influences outcomes for retailers primarily through increased skepticism rather than warm glow. These findings suggest that retailers should prioritize minimizing consumer skepticism when designing checkout donation requests to avoid potential backfire effects on both donations and customer experience. We contribute to theory by identifying antecedents of negative consumer responses and explain how they may harm retailers through dual affective and cognitive mechanisms, providing guidance for more effective checkout charity campaigns.

结帐捐赠请求越来越普遍，通常被认为对慈善机构和零售商都有好处。在一项新颖的贡献中，我们调查了这些要求的潜在负面影响，以及它们如何对零售商产生适得其反的影响。利用刺激-机体-反应（S-O-R）框架，我们探讨了消费者对结帐捐赠请求的情感（焦虑感）和认知（感知侵入性）反应，以及随后对捐赠结果（捐赠意愿）和与零售商相关的非捐赠结果（结帐满意度、对零售商的态度、再购买意愿）的影响。我们关注感知时间和社会压力作为负面反应的触发因素，并测试与捐赠相关的温暖辉光和结账慈善怀疑是否介导了这些关联。利用偏最小二乘结构方程模型分析美国消费者（N = 329）的调查数据表明，时间压力和社会压力与消费者的负面反应有关。焦虑通过减少暖光降低捐赠意愿，也可能通过暖光降低结帐满意度。相比之下，通过增加怀疑，感知到的侵入性可能与捐赠意图和结帐满意度有关。感知到的侵入性影响零售商的结果主要是通过增加怀疑，而不是温暖的光芒。这些发现表明，零售商在设计结账捐赠请求时应优先考虑尽量减少消费者的怀疑，以避免对捐赠和客户体验产生潜在的适得其反的影响。我们通过识别负面消费者反应的前因，并解释它们如何通过双重情感和认知机制损害零售商，为更有效的结账慈善活动提供指导，从而为理论做出贡献。

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引用次数: 0

Beyond technology: The dual role of AI and narratives in driving ESG performance in China's retail industry 超越技术：人工智能和叙事在推动中国零售业ESG绩效方面的双重作用

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-06 DOI: 10.1016/j.jretconser.2025.104675

Tian tian Mu , Qiaojuan Shan , Guangyu Zhu , Yang Xu , Gomaa Agag , Osman Alipour

This research explores the dual role of artificial intelligence (AI) and its narratives in shaping environmental, social, and governance (ESG) performance in China's retail industry. Drawing on the dynamic capabilities view and signaling theory, we conceptualize AI as both a substantive technological resource and a symbolic communicative mechanism, with green innovation serving as a mediating process. Using panel data of 2306 A-share listed retail firms from 2020 to 2024 (9710 firm-year observations), we employ system generalized method of moments (GMM) estimations to address dynamic panel bias, endogeneity, and unobserved heterogeneity. The findings reveal that both AI technology and AI narrative have a positive impact on ESG performance, with AI technology exerting a stronger substantive effect and AI narratives functioning as credible signals that enhance legitimacy. Moreover, green innovation significantly improves ESG outcomes and partially mediates the artificial intelligence - ESG performance relationship. Robustness checks using alternative measures, estimators, subsamples, and placebo tests confirm the stability of the findings. This research contributes to the literature by linking digital transformation and sustainability, highlighting the interplay between substantive and symbolic mechanisms, and providing insights from an emerging economy context. The findings offer theoretical, managerial, and policy implications for leveraging AI to advance sustainable development in retailing.

本研究探讨了人工智能（AI）及其叙事在塑造中国零售业环境、社会和治理（ESG）绩效方面的双重作用。借鉴动态能力观和信号理论，我们将人工智能定义为一种实质性的技术资源和一种象征性的沟通机制，绿色创新是其中的中介过程。利用2020年至2024年2306家a股零售上市公司的面板数据（9710家公司年观测数据），我们采用系统广义矩量法（GMM）估计来解决动态面板偏差、内生性和未观察到的异质性。研究结果表明，人工智能技术和人工智能叙事对ESG绩效都有积极影响，人工智能技术发挥了更强的实质性作用，人工智能叙事作为可信的信号，增强了合法性。此外，绿色创新显著改善了ESG结果，并部分中介了人工智能与ESG绩效的关系。鲁棒性检查使用替代措施，估计，子样本，和安慰剂测试证实了研究结果的稳定性。本研究通过将数字化转型与可持续性联系起来，突出了实质性机制和象征性机制之间的相互作用，并从新兴经济背景下提供了见解，从而为文献做出了贡献。研究结果为利用人工智能促进零售业的可持续发展提供了理论、管理和政策启示。

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引用次数: 0

The role of scent congruence with luxury brand image in consumers’ emotions, memory, and brand resonance: A mixed-methods approach using EEG and quantitative analyses 气味与奢侈品牌形象的一致性在消费者情感、记忆和品牌共鸣中的作用：使用脑电图和定量分析的混合方法方法

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-05 DOI: 10.1016/j.jretconser.2025.104663

Sanghee Kim , Hyo Jung (Julie) Chang , Bengie L. Ortiz , Jo Woon Chong

The extension of luxury retailers into the fragrance segment is an emerging trend, particularly as a compelling strategy to target young consumers. In line with this shift in the luxury market, through the lens of cognitive balance theory and the Proust effect, this study explores how the congruence of scents with the luxury brand image affects consumers' positive emotions (Study 1), memory, and approach responses (Study 2). By leveraging electroencephalography (EEG) analysis, Study 1 reveals contradictory results regarding emotional reactions: scent incongruence with the luxury brand image increases joy, while scent congruence elicits liking. Meanwhile, Study 2's findings indicate the importance of brand cues in cognitive reactions. The findings empirically demonstrate that scent congruence with the luxury brand image has a greater effect on consumer preference and memory, thereby leading to satisfaction, brand resonance, and purchase intention. The paradoxical findings from the EEG and quantitative analyses highlight that immediate brain responses and cognitive evaluations differ in consumer decision-making regarding luxury fragrances. This research enhances knowledge of luxury retailing concerning sensory experience and brand extension, providing practical insights for luxury retailers as they foray into the fragrance category as an effective strategy to strengthen consumer–brand relationships and drive potential luxury product purchases.

奢侈品零售商向香水领域的扩张是一种新兴趋势，尤其是作为一种吸引年轻消费者的有力战略。根据奢侈品市场的这种转变，本研究通过认知平衡理论和普鲁斯特效应的视角，探讨了气味与奢侈品品牌形象的一致性如何影响消费者的积极情绪（研究1）、记忆和方法反应（研究2）。通过利用脑电图（EEG）分析，研究1揭示了情绪反应的矛盾结果：与奢侈品牌形象不一致的气味增加了快乐，而气味一致则引起了喜欢。同时，研究2的发现表明品牌线索在认知反应中的重要性。研究结果表明，气味与奢侈品品牌形象的一致性对消费者偏好和记忆的影响更大，从而导致消费者满意度、品牌共鸣和购买意愿。来自脑电图和定量分析的矛盾发现强调了消费者对奢侈香水的决策时，大脑的即时反应和认知评估是不同的。本研究提高了奢侈品零售在感官体验和品牌延伸方面的知识，为奢侈品零售商提供了实用的见解，因为他们将香水作为一种有效的策略来加强消费者与品牌的关系，并推动潜在的奢侈品购买。

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引用次数: 0

Is entering the low-end market better? The implication of managing out-of-season product with pricing strategies 进入低端市场更好吗？用定价策略管理过季产品的含义

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-05 DOI: 10.1016/j.jretconser.2025.104650

Li Hengyu , Man Jiahe , Gegen Tana , Chai Junwu

Contemporary retailers face a critical marketing decision in managing out-of-season products: whether to introduce them into low-end markets or to dispose of them entirely. This paper characterizes three pricing mechanisms free pricing, differentiated pricing, and uniform pricing to investigate how retailers strategically select among these options alongside the scrapping alternative. Our principal findings are as follows. First, when scrapping costs are low, retailers are inclined to adopt a scrapping strategy; however, when scrapping costs are high, the decision depends on factors such as sales rate, negative brand effects, and the size of the low-end market. Specifically, when the low-end market is small and the sales rate is moderate, retailers tend to prefer a free pricing strategy, whereas an expanding low-end market supports a uniform pricing strategy. Additionally, increases in the sales rate and negative brand impact drive firms toward a differentiated pricing approach to mitigate adverse brand perceptions and attract price-sensitive consumers. Second, selling out-of-season products can be environmentally beneficial under conditions of low scrapping costs with minimal environmental impact, or in scenarios where both scrapping costs and associated pollution are comparatively high. Finally, and counterintuitively, our results indicate that profitability, consumer surplus and social welfare do not necessarily increase with the sales rate; instead, they may decrease when the sales rate exceeds a relatively high threshold. An important implication for the retailer is that pursuing an excessively high sales rate may be detrimental to both retailer profit and social welfare.

当代零售商在管理过季产品时面临着一个关键的营销决策：是将这些产品引入低端市场，还是完全抛弃它们。本文描述了三种定价机制，即自由定价、差别定价和统一定价，以探讨零售商如何在这些选项和报废选项之间进行战略选择。我们的主要发现如下。首先，当报废成本较低时，零售商倾向于采用报废策略；然而，当报废成本较高时，决策取决于销售率，负面品牌效应和低端市场规模等因素。具体来说，当低端市场规模较小且销售率适中时，零售商倾向于采用自由定价策略，而当低端市场不断扩大时，零售商则倾向于采用统一定价策略。此外，销售率的增加和负面的品牌影响促使公司采取差异化定价方法，以减轻不良的品牌认知，吸引对价格敏感的消费者。其次，在报废成本低、对环境影响最小的情况下，或者在报废成本和相关污染都相对较高的情况下，销售过季产品可能对环境有益。最后，与我们的直觉相反，我们的结果表明，盈利能力、消费者剩余和社会福利并不一定随着销售率的增加而增加；相反，当销售率超过一个相对较高的阈值时，它们可能会下降。对零售商来说，一个重要的启示是，追求过高的销售率可能对零售商的利润和社会福利都有害。

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引用次数: 0

An innovation resistance theory perspective on augmented reality in retail: The moderating role of culture in active and passive resistance 零售业增强现实创新阻力理论视角：文化在主动和被动阻力中的调节作用

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-04 DOI: 10.1016/j.jretconser.2025.104655

Daniel K. Maduku , Joyce I. Mxinwa

As retailers increasingly adopt augmented reality (AR) to enhance shopping experiences, consumer resistance remains a critical barrier to its widespread adoption. This research extends innovation resistance theory (IRT) by introducing a dual-pathway model of resistance, distinguishing between active (deliberate opposition) and passive (non-engagement) forms. Based on a survey of South African consumers (n = 516), we investigate how usage, value, risk, tradition, and image barriers drive passive and active resistance and examine the moderating role of individual-level uncertainty avoidance (UA). The results establish image and value as universal drivers of both resistance forms. However, the pathways diverge: risk and tradition barriers uniquely predict passive resistance, whereas usage complexity specifically fuels active resistance. Furthermore, UA acts as a critical contingency, amplifying the effects of usage and tradition barriers while paradoxically attenuating the influence of value barriers. These findings reveal that AR resistance is a multifaceted phenomenon shaped by the interplay of innovation barriers and cultural predispositions. The study contributes a reconceptualized, culturally moderated model of AR resistance and provides novel insights from an under-explored emerging market context.

随着零售商越来越多地采用增强现实（AR）来增强购物体验，消费者的抵制仍然是其广泛采用的关键障碍。本研究扩展了创新抵抗理论（IRT），引入了抵抗的双途径模型，区分了主动（故意反对）和被动（不参与）形式。基于对南非消费者（n = 516）的调查，我们调查了使用、价值、风险、传统和形象障碍如何驱动被动和主动抵抗，并检查了个人层面的不确定性规避（UA）的调节作用。结果确立了形象和价值作为两种抵抗形式的普遍驱动因素。然而，途径是不同的：风险和传统障碍唯一地预测了被动阻力，而使用复杂性特别地激发了主动阻力。此外，UA作为一个关键的偶然性，放大了使用和传统障碍的影响，同时矛盾地减弱了价值障碍的影响。这些发现表明，抗AR是一种由创新障碍和文化倾向相互作用形成的多方面现象。该研究提供了一个重新概念化的、文化调节的抗AR模型，并从一个未被开发的新兴市场背景下提供了新的见解。

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引用次数: 0

Reconciling consumer intuition and machine: Algorithmic intuition conflict and the design of Consumer–AI collaboration 调和消费者直觉与机器：算法直觉冲突与消费者-人工智能协作的设计

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-04 DOI: 10.1016/j.jretconser.2025.104660

Sreejesh S, Souvik Singha

Consumers increasingly rely on AI recommenders, yet often resist their advice when it conflicts with “what feels right.” We theorize Algorithmic Intuition Conflict (AIC), the subjective misfit when algorithmic advice contradicts a user's gut choice, and show that AIC depresses satisfaction not because of perceived inaccuracy, but by eroding decision confidence and felt autonomy. Across six studies, including a field experiment with a music-streaming platform, we (1) establish AIC's causal effect on satisfaction above and beyond accuracy; (2) demonstrate dual mechanisms via reduced confidence and autonomy; (3) identify explanation quality as a system-side remedy that restores confidence; (4) reveal identity relevance as a boundary condition and show that a brief identity-anchoring prompt neutralizes AIC's confidence loss; and (5) translate mechanism to practice with a dual-track interface that presents a “logic-best” and an “intuition-friendly” option with commensurate reasons. The dual-track design improves satisfaction, reduces choice deferral, increases acceptance, and critically sustains adoption, repeat usage, and word-of-mouth in the field. We contribute a fit-based account of consumer–AI collaboration, clarify why contradictions hurt even when quality is held constant, and offer deployable interface guidance for platforms seeking to reconcile machine insight with human intuition.

消费者越来越依赖人工智能推荐，但当它们的建议与“感觉正确的”相冲突时，消费者往往会抵制它们。我们将算法直觉冲突（AIC）理论化，即当算法建议与用户的直觉选择相矛盾时的主观不匹配，并表明AIC降低满意度不是因为感知到不准确，而是因为侵蚀了决策信心和自主权。在六项研究中，包括对音乐流媒体平台的现场实验，我们(1)建立了AIC对满意度的因果关系。(2)通过降低信心和自主性表现出双重机制；(3)将解释质量确定为恢复信心的制度性补救措施；(4)揭示身份相关性作为边界条件，并表明一个简短的身份锚定提示可以中和AIC的信心损失；(5)将机制转化为实践，以双轨界面呈现“逻辑最佳”和“直觉友好”选项，并有相应的理由。双轨设计提高了满意度，减少了选择延迟，增加了接受度，并关键地维持了该领域的采用、重复使用和口碑。我们为消费者与人工智能的合作提供了一个基于契合度的描述，阐明了为什么即使在质量保持不变的情况下，矛盾也会造成伤害，并为寻求调和机器洞察力与人类直觉的平台提供了可部署的界面指导。

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引用次数: 0

Hybrid analytical approach to understanding male consumer behavior: Integrating PLS-SEM, ANN, and sentiment analysis in the context of green grooming products 理解男性消费者行为的混合分析方法：在绿色美容产品的背景下整合PLS-SEM， ANN和情感分析

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-04 DOI: 10.1016/j.jretconser.2025.104661

Shatabdi Sonkar , Pragya Singh , Stefanie Wannow

This research investigates the application of chatbots, specifically in the male grooming industry. It explores the transformative potential of solutions enabled by chatbots. While consumers are willing to adopt new technologies, the extent of their adoption of green grooming products and chatbots for purchase decisions remains unclear. This research addresses the gap by developing a conceptual framework grounded in chatbot technology. This study examines male consumers’ interactions with chatbots in purchasing green grooming products, focusing on technological and behavioral factors influencing acceptance and adoption. A two-stage mixed-methods design was employed. In the first stage, consumer reviews (n = 3503) were analyzed to capture insights grounded in real-world experiences. In the second stage, survey data from male consumers (n = 390) were examined using partial least squares structural equation modeling, based on the Technology Acceptance Model. Artificial neural network analysis was conducted to enhance model validation and predictive accuracy, offering nonlinear insights into the differential significance of predictors of purchase intention. This research contributes to the literature on digital adoption in sustainable markets by extending TAM to the underexplored context of green grooming among male consumers. Findings highlight the significance of empathic capacity and responsive communication in chatbot design, revealing consumer preference for human-like and personalized digital interactions. Managerially, the results guide integrating chatbots into green marketing strategies, fostering effective engagement, and encouraging eco-friendly grooming practices.

这项研究调查了聊天机器人的应用，特别是在男性美容行业。它探讨了聊天机器人带来的解决方案的变革潜力。虽然消费者愿意采用新技术，但他们在购买决策中采用绿色美容产品和聊天机器人的程度仍不清楚。本研究通过开发一个基于聊天机器人技术的概念框架来解决这一差距。本研究考察了男性消费者在购买绿色美容产品时与聊天机器人的互动，重点关注影响接受和采用的技术和行为因素。采用两阶段混合方法设计。在第一阶段，我们分析了消费者评论（n = 3503），以获取基于现实世界经验的见解。第二阶段，利用基于技术接受模型的偏最小二乘结构方程模型对来自男性消费者（n = 390）的调查数据进行检验。通过人工神经网络分析来提高模型的有效性和预测精度，对购买意愿预测因子的差异显著性提供非线性的洞察。本研究通过将TAM扩展到男性消费者中未被充分探索的绿色打扮背景，为可持续市场中数字采用的文献做出了贡献。研究结果强调了移情能力和响应式沟通在聊天机器人设计中的重要性，揭示了消费者对类人和个性化数字交互的偏好。在管理方面，研究结果指导将聊天机器人整合到绿色营销策略中，促进有效参与，并鼓励环保美容实践。

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引用次数: 0

Exploring passenger perceptions of services and sustainability via online review analytics for airport assessing and diagnosing 通过机场评估和诊断的在线评论分析，探索乘客对服务和可持续性的看法

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-04 DOI: 10.1016/j.jretconser.2025.104664

Yu-Hsiang Hsiao, Bing-Xun Li

This study investigates passengers' perceptions of airport service quality and sustainability by analyzing user-generated online reviews. By applying topic modeling and semantic embeddings, the research quantifies passenger concerns and sentiments toward both traditional service aspects and sustainability-related features. The analysis covers 102 hub airports using reviews collected from the Skytrax website, enabling a comprehensive comparison across airports and an in-depth evaluation of individual performance. A diagnostic framework is developed to assess each airport's relative standing on service and sustainability dimensions, taking into account both internal performance and external competitiveness. The study further classifies service attributes into reverse, must-be, or attractive types through correlation analysis with passenger ratings, offering clear prioritization strategies for airport managers. Taoyuan International Airport is presented as a case study to demonstrate how the proposed approach supports actionable service diagnosis and benchmarking. The results reveal practical insights into how airports can better align service improvement efforts with passengers' expectations, particularly as sustainability becomes a more salient component of service perception. This research contributes to service quality management by offering a scalable and data-driven methodology for extracting customer insights, guiding airport service innovation and performance enhancement in a competitive and sustainability-conscious environment.

本研究通过分析用户生成的在线评论，调查乘客对机场服务质量和可持续性的看法。通过主题建模和语义嵌入，研究量化了乘客对传统服务方面和可持续发展相关特征的关注和情感。该分析使用了Skytrax网站上收集的评论，涵盖了102个枢纽机场，从而对机场进行了全面的比较，并对个别表现进行了深入的评估。在考虑内部表现和外部竞争力的情况下，制定了一个诊断框架，以评估每个机场在服务和可持续性方面的相对地位。该研究通过与乘客评级的相关性分析，进一步将服务属性分为反向、必须或吸引类型，为机场管理者提供明确的优先级策略。本研究以桃园国际机场为例，展示该方法如何支持可操作的服务诊断和基准测试。研究结果揭示了机场如何更好地将服务改进工作与乘客期望结合起来的实际见解，特别是在可持续性成为服务感知的一个更重要组成部分的情况下。这项研究为服务质量管理提供了一种可扩展的、数据驱动的方法，用于提取客户见解，指导机场在竞争和可持续发展意识的环境中进行服务创新和绩效提升。

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引用次数: 0

Retailer blockchain adoption with strategic consumers facing counterfeit entry 零售商区块链的采用与战略消费者面临假冒进入

IF 13.1 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2025-12-04 DOI: 10.1016/j.jretconser.2025.104658

Yuhan Huang , Jing Chen , Hui Yang , Fei Sun

We study when a retailer should adopt blockchain authentication in a two-period market facing entry by a deceptive counterfeiter. Using a game-theoretic model, we solve a rational-expectations equilibrium via backward induction to quantify pricing, demand timing, and profit effects. Blockchain shifts consumers’ beliefs about authenticity and when they buy, so the profit effect is not one-way: gains in one period may be offset by losses in the other, depending on authentication cost and market conditions. Adoption is optimal either (i) at low cost, as a quality signal that protects second-period margins; or (ii) at moderately high cost, as a demand-shifting lever that pulls sales into the first period. Counterintuitively, a retailer may rationally forgo adoption even at zero cost when differentiation or pricing power is weak (e.g., high counterfeit quality or high acquisition costs for the authentic good), and adoption can raise counterfeit share if it induces aggressive low-price repositioning by fakes. These results challenge the view that traceability is universally beneficial and underscore the need to align blockchain adoption with consumer patience, counterfeit quality, and authentication costs. We conclude with actionable guidance for retailers and policymakers.

本文研究了在两期市场中，面对欺诈性仿冒者的进入，零售商何时应该采用区块链认证。运用博弈论模型，通过逆向归纳法求解理性预期均衡，量化定价、需求时机和利润效应。b区块链改变了消费者对真实性和购买时间的看法，因此利润效应不是单向的：一个时期的收益可能会被另一个时期的损失所抵消，这取决于认证成本和市场条件。采用是最优的：(i)成本低，作为保护第二期利润的质量信号；或者（ii）以中等高的成本，作为拉动销售进入第一阶段的需求转移杠杆。与直觉相反的是，当差异化或定价权较弱时（例如，仿冒品质量高或正品的购买成本高），零售商可能会理性地放弃零成本采用，如果采用引起仿冒品积极的低价重新定位，则会提高仿冒品的份额。这些结果挑战了可追溯性普遍有益的观点，并强调了将区块链采用与消费者耐心、假冒产品质量和认证成本结合起来的必要性。最后，我们为零售商和政策制定者提供了可行的指导。

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