Journal of Retailing and Consumer Services最新文献

英文中文

More than enough is too much: Curvilinear relationship between anchor body movements and sales in live streaming e-commerce

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-30 DOI: 10.1016/j.jretconser.2024.104211

Yang Yang, Jichang Zhao, Yashuai Li

Anchors promote sales by communicating product information through multimedia channels in live streaming e-commerce (LSE). This study focuses on how anchor nonverbal behaviors influence the sales during the LSE. Specifically, the curvilinear effect of anchor body movements on customer purchase, and the moderating effects are hypothesized from the perspective of information overload. 9,641 product pitches of live videos from Douyin are sampled for regression. A deep learning model is leveraged to measure the extent of the anchor body movements. The empirical evidence on Tobit model with anchor and day fixed effects indicates that the extent of anchor body movements, as an indicator of information density, has a significant inverted U-shaped effect on sales. And this curvilinear relationship remains consistent across different time periods. Moreover, a comprehensive set of conditions adjusting the information overload in LSE context are revealed. Specifically, the initial audience size, introduction duration, and product price, in relation to information source, information quantity, and task complexity respectively, moderate the curvilinear effect of anchor body movements on sales. A subsequent analysis with action clustering further explains this curvilinear effect in terms of specific action segments. Representative actions that enhance or impair sales are found. This study provides insights regarding nonverbal behaviors of anchors in LSE, uncovering the impact of information overload in this multimedia context. Situational practical implications are offered to enhance the performance of the anchors and promote the sales.

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引用次数: 0

Exploring the moderating role of ethics position between community commitment and oppositional loyalty in Huawei's brand communities

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-29 DOI: 10.1016/j.jretconser.2024.104212

Guo Cheng , Wenjie Li , Dongyang Si , Dalin Li , Xiaoyun Han

The management of brand communities is increasingly challenged by oppositional loyalty. This study aims to investigate how community commitment influences oppositional loyalty behaviors and assess the moderating role of ethics position in these relationships. To explore this issue comprehensively, we classify oppositional behaviors into two categories: positive behaviors, such as willingness to pay more (WTP) and brand love, and negative behaviors, which include schadenfreude and anti-brand actions. We used structural equation modeling to analyze data from 461 active participants in Huawei's smartphone communities. The findings show that community commitment significantly influences four aspects of oppositional loyalty. An elevated ethics position strengthens the link between community commitment and both WTP and brand love while weakening the association between community commitment and anti-brand actions. The results highlight the critical role of the ethics position in mitigating negative oppositional behaviors and enhancing positive loyalty outcomes. This research advances the theoretical understanding of ethical marketing and oppositional loyalty, providing actionable insights for fostering healthier brand community dynamics in virtual environments.

{"title":"Exploring the moderating role of ethics position between community commitment and oppositional loyalty in Huawei's brand communities","authors":"Guo Cheng , Wenjie Li , Dongyang Si , Dalin Li , Xiaoyun Han","doi":"10.1016/j.jretconser.2024.104212","DOIUrl":"10.1016/j.jretconser.2024.104212","url":null,"abstract":"<div><div>The management of brand communities is increasingly challenged by oppositional loyalty. This study aims to investigate how community commitment influences oppositional loyalty behaviors and assess the moderating role of ethics position in these relationships. To explore this issue comprehensively, we classify oppositional behaviors into two categories: positive behaviors, such as willingness to pay more (WTP) and brand love, and negative behaviors, which include schadenfreude and anti-brand actions. We used structural equation modeling to analyze data from 461 active participants in Huawei's smartphone communities. The findings show that community commitment significantly influences four aspects of oppositional loyalty. An elevated ethics position strengthens the link between community commitment and both WTP and brand love while weakening the association between community commitment and anti-brand actions. The results highlight the critical role of the ethics position in mitigating negative oppositional behaviors and enhancing positive loyalty outcomes. This research advances the theoretical understanding of ethical marketing and oppositional loyalty, providing actionable insights for fostering healthier brand community dynamics in virtual environments.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104212"},"PeriodicalIF":11.0,"publicationDate":"2024-12-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143171335","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

Algorithm-based augmented reality increases website visit duration and total online purchase amount: Role of mindfulness

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-28 DOI: 10.1016/j.jretconser.2024.104201

Tseng-Lung Huang , Ben S. Liu

This study integrates embedded cognition theory and mindfulness theory to investigate the role of algorithm-based AR (AAR) retail services in seamless shopping experiences in a cross-retail context. After using mixed research methods (experimental manipulation and a scenario-based survey), the results reveal that two elements of AAR retail services (human–algorithm interaction and activity-related authenticity) indirectly improve shopping duration and shopping cart amount at the official website. Mindfulness is the psychological mechanism through which consumers may perceive a seamless experience between the AR component and the official website of an online retail service. Even so, retailers and brands should develop AR/website interfaces based on the degree of the technology readiness (TR) of their consumers. This is a pioneer study on the impact of AAR in a cross-retail context.

引用次数: 0

Digitally empowered green public services in environmentally vulnerable areas: Insights from SEM-ANN analysis

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-28 DOI: 10.1016/j.jretconser.2024.104216

Tian Sun , Kaisheng Di , Jin Hu , Qiumei Shi , Muhammad Irfan

In the context of environmentally fragile areas in China, this study employs Partial Least Squares Structural Equation Modeling (PLS-SEM) based on the Technology Acceptance Model (TAM) and Social Cognitive Theory (SCT), integrating Observational Learning and Self-Efficacy as mediator variables. Using SEM and Artificial Neural Network (ANN) cross-analysis, the research delves into how digital empowerment impacts the sustainable development of green public services. Empirical evidence suggests that green public services' perceived usefulness and ease of use substantially impact residents' intentions to adopt them, influencing their actual usage behaviour. The adoption process is significantly influenced by social influence, highlighting the importance of social networks and collective cognition. Conversely, self-efficacy partially inhibits the willingness to adopt digital empowerment, suggesting the necessity to address users' risk perceptions. This study provides theoretical insights into the dynamics of digitally enabled green public services. It offers practical implications for policymakers aiming to enhance environmental quality and sustainable development in vulnerable regions.

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引用次数: 0

How AI enhances employee service innovation in retail: Social exchange theory perspectives and the impact of AI adaptability

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-27 DOI: 10.1016/j.jretconser.2024.104207

Suhyoung Ahn , JungKun Park , Sangbeak Ye

As Artificial Intelligence (AI) technologies continue to transform service industries, particularly in retail, their influence extends beyond efficiency to fostering employee creativity and innovation. However, the impact of AI service quality on employees' innovative behavior remains underexplored in existing literature. Applying Social Exchange Theory (SET), this study investigates how employees' perceptions of AI service quality—specifically system-related attributes (reliability and transparency) and interaction-related attributes (responsiveness and empathy)—influence their innovative service behavior in retail settings. Additionally, the moderating role of AI adaptability, a key feature that allows AI systems to adjust their behavior based on user needs, is examined for its potential to enhance service quality. Data from 290 retail employees were analyzed using structural equation modeling, revealing that reliability and empathy significantly enhance employees’ innovative service behavior, which in turn positively impacts employee-job fit and job satisfaction. Moreover, AI adaptability amplifies the impact of empathy while reducing the influence of system-related attributes. This study highlights an employee-centric perspective on AI service quality within the context of human-AI interactions, demonstrating how AI systems foster creativity and innovation in the workplace. By showcasing the potential of AI in workplace dynamics and offering actionable insights through the integration of adaptive AI systems, this research contributes to advancing practical understanding in the field.

{"title":"How AI enhances employee service innovation in retail: Social exchange theory perspectives and the impact of AI adaptability","authors":"Suhyoung Ahn , JungKun Park , Sangbeak Ye","doi":"10.1016/j.jretconser.2024.104207","DOIUrl":"10.1016/j.jretconser.2024.104207","url":null,"abstract":"<div><div>As Artificial Intelligence (AI) technologies continue to transform service industries, particularly in retail, their influence extends beyond efficiency to fostering employee creativity and innovation. However, the impact of AI service quality on employees' innovative behavior remains underexplored in existing literature. Applying Social Exchange Theory (SET), this study investigates how employees' perceptions of AI service quality—specifically system-related attributes (reliability and transparency) and interaction-related attributes (responsiveness and empathy)—influence their innovative service behavior in retail settings. Additionally, the moderating role of AI adaptability, a key feature that allows AI systems to adjust their behavior based on user needs, is examined for its potential to enhance service quality. Data from 290 retail employees were analyzed using structural equation modeling, revealing that reliability and empathy significantly enhance employees’ innovative service behavior, which in turn positively impacts employee-job fit and job satisfaction. Moreover, AI adaptability amplifies the impact of empathy while reducing the influence of system-related attributes. This study highlights an employee-centric perspective on AI service quality within the context of human-AI interactions, demonstrating how AI systems foster creativity and innovation in the workplace. By showcasing the potential of AI in workplace dynamics and offering actionable insights through the integration of adaptive AI systems, this research contributes to advancing practical understanding in the field.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104207"},"PeriodicalIF":11.0,"publicationDate":"2024-12-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170818","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

Exploring moral hazard and adverse selection in the context of greenwashing and organic product consumption

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-25 DOI: 10.1016/j.jretconser.2024.104203

Wutthiya Aekthanate Srisathan , Phaninee Naruetharadhol

Behavior within the thematic of decoupling and environmental sustainability is critical in understanding the dynamics of greenwashing in retail environments. Decoupling, which aims to separate economic growth from environmental degradation, is particularly relevant in the organic product market, where consumer trust and sustainable purchasing behaviors are essential. This study investigates the impact of greenwashing on moral hazard and adverse selection in the context of organic products in Thailand. Greenwashing, the practice of making misleading claims about the environmental benefits of products, creates significant information asymmetry, complicating consumer decision-making and undermining trust in genuinely sustainable products. Utilizing a theoretical framework based on asymmetric information theory, this research examines how greenwashing influences green skepticism, information asymmetry, and subsequent market behaviors. An empirical analysis was conducted using partial least squares structural equation modeling (PLS-SEM) to test the hypotheses with a quota sampling survey of 402 consumers in Thailand who engage in varying levels of organic consumption. The findings reveal that perceived greenwashing for organic products significantly increases green skepticism among consumers. This increased skepticism exacerbates information asymmetry, which in turn, leads to both moral hazard and adverse selection in the market for organic products. Specifically, companies may exploit this information gap by exaggerating their products' sustainability credentials, resulting in consumers making suboptimal purchasing decisions. The study provides robust empirical evidence supporting the hypothesized relationships and highlights the need for stricter regulatory frameworks to combat greenwashing. The theoretical and practical implications of the findings are discussed, offering valuable insights for policymakers, businesses, and researchers aiming to promote transparency and sustainability in the consumer market.

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引用次数: 0

How perceived social media influences consumers’ WOM on social media: The moderating impact of fear of negative evaluation

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-24 DOI: 10.1016/j.jretconser.2024.104210

Sıddık Bozkurt

This research examines how perceived social media agility (PSMA) influences social media word-of-mouth (SMWOM), both straightly and indirectly through perceived brand fairness. It also examines whether fear of negative evaluation (FNE) negatively moderates the positive effects of PSMA and brand fairness on SMWOM. Two online between-subjects experiments were conducted to test the research hypotheses using PROCESS Models 4 and 15. The results indicate that PSMA positively influences SMWOM, both directly and indirectly through brand fairness. Furthermore, the positive impact of PSMA on SMWOM is stronger for consumers with high FNE than for those with lower FNE. Interestingly, as FNE increases, the effect of brand fairness perception on SMWOM decreases, up to a certain threshold.

引用次数: 0

Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-24 DOI: 10.1016/j.jretconser.2024.104192

Gyeongpyo Shin , Won-Moo Hur , Yuhyung Shin

The increasing prevalence of workplace incivility has had several negative consequences for frontline service employees (FSEs). Despite ample research on FSEs' experience of workplace incivility and work consequences, the relationship between work incivility and career outcomes remains unclear. Our study aimed to examine the relationship between FSEs’ experiences of customer and coworker incivility and career regret. Based on the conservation of resources theory, we proposed organizational dehumanization as a mediator and team psychological safety as a moderator. We tested our hypotheses using three-wave surveys administered to 218 FSEs. The results demonstrated a significant indirect effect of customer and coworker incivility on career regret through organizational dehumanization. Although team psychological safety mitigated the positive association between customer incivility and organizational dehumanization, we found no moderating effect for coworker incivility. Our study contributes to the service literature by uncovering the mediating mechanism through which workplace incivility elicits career regret among FSEs and the boundary condition buffering them against the deleterious impact of workplace incivility.

{"title":"Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety","authors":"Gyeongpyo Shin , Won-Moo Hur , Yuhyung Shin","doi":"10.1016/j.jretconser.2024.104192","DOIUrl":"10.1016/j.jretconser.2024.104192","url":null,"abstract":"<div><div>The increasing prevalence of workplace incivility has had several negative consequences for frontline service employees (FSEs). Despite ample research on FSEs' experience of workplace incivility and work consequences, the relationship between work incivility and career outcomes remains unclear. Our study aimed to examine the relationship between FSEs’ experiences of customer and coworker incivility and career regret. Based on the conservation of resources theory, we proposed organizational dehumanization as a mediator and team psychological safety as a moderator. We tested our hypotheses using three-wave surveys administered to 218 FSEs. The results demonstrated a significant indirect effect of customer and coworker incivility on career regret through organizational dehumanization. Although team psychological safety mitigated the positive association between customer incivility and organizational dehumanization, we found no moderating effect for coworker incivility. Our study contributes to the service literature by uncovering the mediating mechanism through which workplace incivility elicits career regret among FSEs and the boundary condition buffering them against the deleterious impact of workplace incivility.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104192"},"PeriodicalIF":11.0,"publicationDate":"2024-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170819","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

Retail value creation through augmented reality: The role of task-technology fit, consumer knowledge, and personality

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-19 DOI: 10.1016/j.jretconser.2024.104173

Farlane S. Rumokoy, Björn Frank

As a consumer service that complements their retail strategy, many retailers use augmented reality (AR) apps to allow consumers to evaluate their products and virtually place them in their surroundings (e.g., home). While previous research highlights the effects of AR apps on various consumer perceptions and behaviors, this research is original in examining the effect of AR app design on consumer perceptions of product value as a novel outcome, the underlying mediation mechanism, and the variation of this mechanism by consumer characteristics. Hypotheses are developed based on task-technology fit theory and tested using regression on AR app user data from Indonesia. The results show that AR app performance (i.e., technology performance) has a positive effect on perceived product value (i.e., consumer performance in the product evaluation task of identifying its value). This effect is mediated by the perceived fit between the AR app and the product evaluation task (i.e., task-technology fit). It is weaker for consumers with more knowledge about AR apps (i.e., technology knowledge) and a conscientious personality, and stronger for consumers with more e-commerce knowledge (i.e., task knowledge) and an open personality. Other personality dimensions have no moderating effects. This research extends task-technology fit theory by demonstrating its applicability to the novel context of AR apps and identifying new boundary conditions. It informs marketing practitioners on how to increase the perceived value of their products across different consumer segments.

{"title":"Retail value creation through augmented reality: The role of task-technology fit, consumer knowledge, and personality","authors":"Farlane S. Rumokoy, Björn Frank","doi":"10.1016/j.jretconser.2024.104173","DOIUrl":"10.1016/j.jretconser.2024.104173","url":null,"abstract":"<div><div>As a consumer service that complements their retail strategy, many retailers use augmented reality (AR) apps to allow consumers to evaluate their products and virtually place them in their surroundings (e.g., home). While previous research highlights the effects of AR apps on various consumer perceptions and behaviors, this research is original in examining the effect of AR app design on consumer perceptions of product value as a novel outcome, the underlying mediation mechanism, and the variation of this mechanism by consumer characteristics. Hypotheses are developed based on task-technology fit theory and tested using regression on AR app user data from Indonesia. The results show that AR app performance (i.e., technology performance) has a positive effect on perceived product value (i.e., consumer performance in the product evaluation task of identifying its value). This effect is mediated by the perceived fit between the AR app and the product evaluation task (i.e., task-technology fit). It is weaker for consumers with more knowledge about AR apps (i.e., technology knowledge) and a conscientious personality, and stronger for consumers with more e-commerce knowledge (i.e., task knowledge) and an open personality. Other personality dimensions have no moderating effects. This research extends task-technology fit theory by demonstrating its applicability to the novel context of AR apps and identifying new boundary conditions. It informs marketing practitioners on how to increase the perceived value of their products across different consumer segments.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104173"},"PeriodicalIF":11.0,"publicationDate":"2024-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143171338","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}

引用次数: 0

Exploitative leadership and service employees’ emotional labor: The roles of psychological distress and spousal support

IF 11 1区管理学 Q1 BUSINESS

Journal of Retailing and Consumer Services

Pub Date : 2024-12-19 DOI: 10.1016/j.jretconser.2024.104206

Jingyou Zhao , Niantao Jiao , Mingyan Han

Due to the varying effects of different emotional labor strategies (i.e., surface acting and deep acting) regarding customer service experiences, scholars have shown considerable interest in exploring the determinants of emotional labor among frontline service employees. However, leadership-related factors, particularly destructive leadership, have remained largely unexplored. By focusing on an emerging form of destructive leadership—exploitative leadership—and linking it to emotional labor, we aim to address this research gap. Drawing on conservation of resources (COR) theory, we developed an integrative research framework to examine how and when exploitative leadership affects emotional labor, with particular emphasis on the mediating role of psychological distress and the moderating role of spousal support. Using partial least square-structural equation modelling (PLS-SEM), we analyzed data from a field survey of 352 frontline service employees. The results indicate that (1) exploitative leadership increases surface acting and decreases deep acting; (2) psychological distress mediates the relationship between exploitative leadership and emotional labor; and (3) spousal support mitigates the positive effect of exploitative leadership on psychological distress and the mediating effect of psychological distress. In addition to advancing existing knowledge on exploitative leadership and emotional labor, this study suggests that managers should foster a positive work environment by minimizing workplace exploitation and emphasizing external organizational support (i.e., spousal support) to optimize emotional labor strategies, thereby promoting healthy and sustainable employee–customer relationships and improving customer service experiences.

{"title":"Exploitative leadership and service employees’ emotional labor: The roles of psychological distress and spousal support","authors":"Jingyou Zhao , Niantao Jiao , Mingyan Han","doi":"10.1016/j.jretconser.2024.104206","DOIUrl":"10.1016/j.jretconser.2024.104206","url":null,"abstract":"<div><div>Due to the varying effects of different emotional labor strategies (i.e., surface acting and deep acting) regarding customer service experiences, scholars have shown considerable interest in exploring the determinants of emotional labor among frontline service employees. However, leadership-related factors, particularly destructive leadership, have remained largely unexplored. By focusing on an emerging form of destructive leadership—exploitative leadership—and linking it to emotional labor, we aim to address this research gap. Drawing on conservation of resources (COR) theory, we developed an integrative research framework to examine how and when exploitative leadership affects emotional labor, with particular emphasis on the mediating role of psychological distress and the moderating role of spousal support. Using partial least square-structural equation modelling (PLS-SEM), we analyzed data from a field survey of 352 frontline service employees. The results indicate that (1) exploitative leadership increases surface acting and decreases deep acting; (2) psychological distress mediates the relationship between exploitative leadership and emotional labor; and (3) spousal support mitigates the positive effect of exploitative leadership on psychological distress and the mediating effect of psychological distress. In addition to advancing existing knowledge on exploitative leadership and emotional labor, this study suggests that managers should foster a positive work environment by minimizing workplace exploitation and emphasizing external organizational support (i.e., spousal support) to optimize emotional labor strategies, thereby promoting healthy and sustainable employee–customer relationships and improving customer service experiences.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104206"},"PeriodicalIF":11.0,"publicationDate":"2024-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170820","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

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Journal of Retailing and Consumer Services

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