Pub Date : 2021-09-22DOI: 10.1108/ijrdm-12-2020-0506
Yang-Im Lee, An Vu, Peter R. J. Trim
PurposeThis study explains how retailers can use the knowledge function of attitudinal theories to understand how millennials in a collectivist emerging market, trade-off between a satisfactory customer service experience versus price when repurchasing a smartphone.Design/methodology/approach356 usable questionnaires (86% response rate) were collected and analysed using structural equation modelling (SEM), AMOS.FindingsMillennials in Vietnam tend to adopt an individualistic approach when repurchasing a smartphone and utilise their knowledge of the product. However, they value personalised customer service that is specific to their needs, especially interactions with sales staff that raises their confidence and self-esteem. The unique interaction allows authorised retailers to distinguish themselves from unauthorised retailers. Repurchase behaviour is encouraged by low uncertainty avoidance in conjunction with price sensitivity; and the desire to be seen as achieving a high social status.Research limitations/implicationsThe data for the study was collected in Hanoi, the main city of Vietnam and is representative only of urban-based millennials.Practical implicationsRetailers considering entering an collectivist emerging market need to understand that millennials are price sensitive and may repurchase from unauthorised retailers. Accurate information and sales promotions can be used to stimulate demand for a high involvement product.Originality/valueFunctional theories of attitudes is used to link the concept of customer service with knowledge function utilisation in order to establish how customers in a collectivist emerging market process information and share knowledge through socialisation.
{"title":"Millennials and repurchasing behaviour: a collectivist emerging market","authors":"Yang-Im Lee, An Vu, Peter R. J. Trim","doi":"10.1108/ijrdm-12-2020-0506","DOIUrl":"https://doi.org/10.1108/ijrdm-12-2020-0506","url":null,"abstract":"PurposeThis study explains how retailers can use the knowledge function of attitudinal theories to understand how millennials in a collectivist emerging market, trade-off between a satisfactory customer service experience versus price when repurchasing a smartphone.Design/methodology/approach356 usable questionnaires (86% response rate) were collected and analysed using structural equation modelling (SEM), AMOS.FindingsMillennials in Vietnam tend to adopt an individualistic approach when repurchasing a smartphone and utilise their knowledge of the product. However, they value personalised customer service that is specific to their needs, especially interactions with sales staff that raises their confidence and self-esteem. The unique interaction allows authorised retailers to distinguish themselves from unauthorised retailers. Repurchase behaviour is encouraged by low uncertainty avoidance in conjunction with price sensitivity; and the desire to be seen as achieving a high social status.Research limitations/implicationsThe data for the study was collected in Hanoi, the main city of Vietnam and is representative only of urban-based millennials.Practical implicationsRetailers considering entering an collectivist emerging market need to understand that millennials are price sensitive and may repurchase from unauthorised retailers. Accurate information and sales promotions can be used to stimulate demand for a high involvement product.Originality/valueFunctional theories of attitudes is used to link the concept of customer service with knowledge function utilisation in order to establish how customers in a collectivist emerging market process information and share knowledge through socialisation.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-09-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43738871","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-09-21DOI: 10.1108/ijrdm-08-2020-0296
Angela Towers, Neil Towers
PurposeThis paper aims to define and frame the understanding of customer journeys, associated areas of consumer decision-making process stages and touch point categories based on an ownership perspective.Design/methodology/approachThe research is based on a detailed literature review of customer journeys, in peer-reviewed marketing and retail journals, within the last decade. The Chartered Association of Business Schools (ABS) academic journal guide marketing discipline list was used because it only includes peer-reviewed journals, based on an internationally accepted quality ranked list.FindingsThe detailed analysis of the journals identified three groups of touch points (brand owned, partner owned/managed and outside the control of brand owner/partner) and three decision-making process stages (pre-purchase, purchase and post–purchase) that informed a clearer definition and understanding of the customer journey.Research limitations/implicationsLimitations concern the ABS database was used and a ten-year date period was selected, which may exclude some relevant journal articles, particularly those written in a language other than English.Originality/valueThe authors have provided a revised definition of customer journey, clarified the decision-making stages and subsequent categorisation of touch points from an ownership perspective.
{"title":"Framing the customer journey: touch point categories and decision-making process stages","authors":"Angela Towers, Neil Towers","doi":"10.1108/ijrdm-08-2020-0296","DOIUrl":"https://doi.org/10.1108/ijrdm-08-2020-0296","url":null,"abstract":"PurposeThis paper aims to define and frame the understanding of customer journeys, associated areas of consumer decision-making process stages and touch point categories based on an ownership perspective.Design/methodology/approachThe research is based on a detailed literature review of customer journeys, in peer-reviewed marketing and retail journals, within the last decade. The Chartered Association of Business Schools (ABS) academic journal guide marketing discipline list was used because it only includes peer-reviewed journals, based on an internationally accepted quality ranked list.FindingsThe detailed analysis of the journals identified three groups of touch points (brand owned, partner owned/managed and outside the control of brand owner/partner) and three decision-making process stages (pre-purchase, purchase and post–purchase) that informed a clearer definition and understanding of the customer journey.Research limitations/implicationsLimitations concern the ABS database was used and a ten-year date period was selected, which may exclude some relevant journal articles, particularly those written in a language other than English.Originality/valueThe authors have provided a revised definition of customer journey, clarified the decision-making stages and subsequent categorisation of touch points from an ownership perspective.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49510681","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-09-06DOI: 10.1108/ijrdm-06-2021-0287
H. Kumar
PurposeAugmented reality (AR) has received massive attention in online retail. Therefore, the paper aims to review the state-of-the-art literature on AR in online retailing, by identifying the antecedents, drives, outcomes, theoretical lenses, typology and methodological approaches. The study further aims to identify the critical avenues for future research.Design/methodology/approachTo advance the conceptual and managerial understanding of AR, the study synthesizes the literature through a systematic literature review approach by reviewing 53 articles.FindingsSeveral AR characteristics significantly influence utilitarian, hedonic, perceived risk and experiential value, ultimately resulting in a positive attitude, decision-making assistance and behavioural intentions, wherein customer experience (flow, spatial presence, mental imagery and immersion) plays a mediating role in the process. The study also lists the top authors, articles, journals, countries, theories and methodology used.Originality/valueThe study provides a comprehensive framework on consumer behaviour towards AR in online retailing. Further, the study proposes the future research agenda in the social side of AR, the dark side of AR, customer engagement, use of AR for experiential value and AR marketing domain.
{"title":"Augmented reality in online retailing: a systematic review and research agenda","authors":"H. Kumar","doi":"10.1108/ijrdm-06-2021-0287","DOIUrl":"https://doi.org/10.1108/ijrdm-06-2021-0287","url":null,"abstract":"PurposeAugmented reality (AR) has received massive attention in online retail. Therefore, the paper aims to review the state-of-the-art literature on AR in online retailing, by identifying the antecedents, drives, outcomes, theoretical lenses, typology and methodological approaches. The study further aims to identify the critical avenues for future research.Design/methodology/approachTo advance the conceptual and managerial understanding of AR, the study synthesizes the literature through a systematic literature review approach by reviewing 53 articles.FindingsSeveral AR characteristics significantly influence utilitarian, hedonic, perceived risk and experiential value, ultimately resulting in a positive attitude, decision-making assistance and behavioural intentions, wherein customer experience (flow, spatial presence, mental imagery and immersion) plays a mediating role in the process. The study also lists the top authors, articles, journals, countries, theories and methodology used.Originality/valueThe study provides a comprehensive framework on consumer behaviour towards AR in online retailing. Further, the study proposes the future research agenda in the social side of AR, the dark side of AR, customer engagement, use of AR for experiential value and AR marketing domain.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-09-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41951671","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-31DOI: 10.1108/ijrdm-11-2020-0472
Ruofei Chen, Patsy Perry, R. Boardman, H. McCormick
PurposeThis paper synthesises peer-reviewed published journal articles on augmented reality in retail settings to ascertain the current foci of academic research in this nascent area and develop a conceptual framework to form the basis for a future research agenda.Design/methodology/approachThematic analysis was conducted on a sample of 76 papers published between 1997 and 2020 identified through a systematic search of high quality peer-reviewed papers.FindingsThree major research avenues and theoretical bases emerged: AR adoption-based factors with technology acceptance models, AR user experience design and features that influence consumer behaviour, and AR shopping experience and value theory. The resultant S-O-R-based conceptual framework highlights the functional and experiential elements needed for an effective consumer AR experience, which could be implemented by retailers seeking to engage consumers with an augmented shopping experience and make AR applications financially viable.Originality/valueThis is the first systematic literature review on AR in retail settings to include multiple disciplinary perspectives (HCI and marketing/management) and research methodologies.
{"title":"Augmented reality in retail: a systematic review of research foci and future research agenda","authors":"Ruofei Chen, Patsy Perry, R. Boardman, H. McCormick","doi":"10.1108/ijrdm-11-2020-0472","DOIUrl":"https://doi.org/10.1108/ijrdm-11-2020-0472","url":null,"abstract":"PurposeThis paper synthesises peer-reviewed published journal articles on augmented reality in retail settings to ascertain the current foci of academic research in this nascent area and develop a conceptual framework to form the basis for a future research agenda.Design/methodology/approachThematic analysis was conducted on a sample of 76 papers published between 1997 and 2020 identified through a systematic search of high quality peer-reviewed papers.FindingsThree major research avenues and theoretical bases emerged: AR adoption-based factors with technology acceptance models, AR user experience design and features that influence consumer behaviour, and AR shopping experience and value theory. The resultant S-O-R-based conceptual framework highlights the functional and experiential elements needed for an effective consumer AR experience, which could be implemented by retailers seeking to engage consumers with an augmented shopping experience and make AR applications financially viable.Originality/valueThis is the first systematic literature review on AR in retail settings to include multiple disciplinary perspectives (HCI and marketing/management) and research methodologies.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46323069","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-30DOI: 10.1108/ijrdm-07-2020-0273
John Olsson, Mary Catherine Osman, D. Hellström, Yulia Vakulenko
PurposeIn the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.Design/methodology/approachA multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.FindingsThe iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.Research limitations/implicationsTo support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.Practical implicationsThis study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.Originality/valueThis study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery.
{"title":"Customer expectations of unattended grocery delivery services: mapping forms and determinants","authors":"John Olsson, Mary Catherine Osman, D. Hellström, Yulia Vakulenko","doi":"10.1108/ijrdm-07-2020-0273","DOIUrl":"https://doi.org/10.1108/ijrdm-07-2020-0273","url":null,"abstract":"PurposeIn the rapidly growing e-grocery segment, unattended delivery is an emerging practice with the potential to offer a superior delivery experience. The purpose of this study is to contribute to the body of knowledge for unattended grocery delivery services by empirically identifying and describing the forms and determinants of customer expectations.Design/methodology/approachA multiple case study of potential early adopters was conducted to explore customer expectations of unattended grocery delivery services. Empirical data collected from direct observations and semi-structured interviews with ten Swedish households were coded and put through a single-case as well as a cross-case analysis revealing emerging patterns from which propositions were formed.FindingsThe iteration of theory and data in the case study resulted in a conceptual model of service expectations and determinants, containing six propositions. The study reveals a clear pattern that consumers expect to save time, gain flexibility and benefit from the ease of use of the service, while they predict sufficient security. Moreover, consumers’ desire open access features from retailers and service providers, integrated product returns service and nondescript hardware designs. The findings suggest that these service expectations are determined by personal needs, technology literacy and situational factors. The identified personal needs are stress reduction, limiting social interaction and increasing spare time.Research limitations/implicationsTo support further theory development, this study presents six propositions for the types, forms and determinants of customer expectations of unattended grocery delivery.Practical implicationsThis study provides managers with up-to-date insights into customer expectations and offers guidance in designing and developing unattended grocery delivery services.Originality/valueThis study contains the first in-depth analysis of customer expectations of unattended grocery delivery services, which are increasingly used for last mile e-grocery delivery.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48824865","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-26DOI: 10.1108/ijrdm-07-2020-0284
H. Ngo, Ran Liu, Seifeddine Ben Taieb, M. Moritaka, S. Fukuda
PurposeExpanding the market share of safe food through a modern retail system has faced a lot of difficulties in Vietnam. Thus, a further understanding of consumer behaviour and loyalty towards such food is essential for food retailers. This study aims at exploring segments of consumer loyalty and its influential factors towards safe food brands in the country.Design/methodology/approachBased on a sample of 250 consumers buying safe food in Hanoi city in February 2019, two-step cluster and multinomial logistic regression analyses were applied.FindingsThe results show that four segments of brand loyalty were formed from the interaction between attitudinal and behavioural loyalty as the framework of Dick and Basu (1994), namely, true loyalty, spurious loyalty, latent loyalty and disloyalty. Notably, over 60% of the consumers were in latent loyalty and spurious loyalty, indicating variety-seeking behaviour, multi-brand loyalty or low recognition of the brand. Consumer satisfaction was the most vital motivating consumers to higher loyalty levels. Additionally, brand trust and brand familiarity played significant roles in developing true brand loyalty. An attractive selling store and friendly staff were also important in enhancing brand loyalty.Originality/valueThis study is one of the first to elicit consumer loyalty and identify factors driving the loyalty towards brands of safe food in a developing country like Vietnam.
{"title":"Exploring consumer loyalty towards brands of safe vegetables in Vietnam","authors":"H. Ngo, Ran Liu, Seifeddine Ben Taieb, M. Moritaka, S. Fukuda","doi":"10.1108/ijrdm-07-2020-0284","DOIUrl":"https://doi.org/10.1108/ijrdm-07-2020-0284","url":null,"abstract":"PurposeExpanding the market share of safe food through a modern retail system has faced a lot of difficulties in Vietnam. Thus, a further understanding of consumer behaviour and loyalty towards such food is essential for food retailers. This study aims at exploring segments of consumer loyalty and its influential factors towards safe food brands in the country.Design/methodology/approachBased on a sample of 250 consumers buying safe food in Hanoi city in February 2019, two-step cluster and multinomial logistic regression analyses were applied.FindingsThe results show that four segments of brand loyalty were formed from the interaction between attitudinal and behavioural loyalty as the framework of Dick and Basu (1994), namely, true loyalty, spurious loyalty, latent loyalty and disloyalty. Notably, over 60% of the consumers were in latent loyalty and spurious loyalty, indicating variety-seeking behaviour, multi-brand loyalty or low recognition of the brand. Consumer satisfaction was the most vital motivating consumers to higher loyalty levels. Additionally, brand trust and brand familiarity played significant roles in developing true brand loyalty. An attractive selling store and friendly staff were also important in enhancing brand loyalty.Originality/valueThis study is one of the first to elicit consumer loyalty and identify factors driving the loyalty towards brands of safe food in a developing country like Vietnam.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-08-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44977290","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-23DOI: 10.1108/ijrdm-05-2020-0174
B. Zhu, Wanwisa Charoennan, Henzel Embalzado
PurposeBooming mobile shopping has resulted in an increase use of m-payment. Although m-payment is still in its infancy in Thailand, it has started to affect the daily lives of Thai people. This study aims to understand the role of perceive risks in influencing millennials' intention to use m-payment for mobile shopping.Design/methodology/approachThe sample covers 250 millennials in Bangkok who were surveyed between February to May 2019. Purposive sampling and convenient sampling were applied to collect data. Partial least squares structural equation modelling (PLS-SEM) was applied for statistical analysis. Further, mediation effect of attitude was studied.FindingsThe results showed that only perceived time risk significantly but negatively affect millennials' attitude towards using m-payment. Moreover, mediation test confirms that the relationship between perceived time risk and intention to use m-payment is mediated by attitude.Research limitations/implicationsFirst, limited number of respondents cannot be a representative of millennials as a whole. Second, the study is limited to a general study, in which the results of m-payment might not be effectual to explain other scenarios (e.g. offline setting) and the market situation in another cultural context.Practical implicationsIt is important that business practitioners should formulate less complicated system under the most decent transaction time to elicit positive attitude towards m-payment. Also, message should emphasize on the time being saved and simplicity of the m-payment.Originality/valueSince the study of how perceived risks influence millennials intention to m-payment remains insufficient in Southeast Asian context especially in Thailand, this paper contributes to the updating of empirical findings to the existing literatures.
{"title":"The influence of perceived risks on millennials' intention to use m-payment for mobile shopping in Bangkok","authors":"B. Zhu, Wanwisa Charoennan, Henzel Embalzado","doi":"10.1108/ijrdm-05-2020-0174","DOIUrl":"https://doi.org/10.1108/ijrdm-05-2020-0174","url":null,"abstract":"PurposeBooming mobile shopping has resulted in an increase use of m-payment. Although m-payment is still in its infancy in Thailand, it has started to affect the daily lives of Thai people. This study aims to understand the role of perceive risks in influencing millennials' intention to use m-payment for mobile shopping.Design/methodology/approachThe sample covers 250 millennials in Bangkok who were surveyed between February to May 2019. Purposive sampling and convenient sampling were applied to collect data. Partial least squares structural equation modelling (PLS-SEM) was applied for statistical analysis. Further, mediation effect of attitude was studied.FindingsThe results showed that only perceived time risk significantly but negatively affect millennials' attitude towards using m-payment. Moreover, mediation test confirms that the relationship between perceived time risk and intention to use m-payment is mediated by attitude.Research limitations/implicationsFirst, limited number of respondents cannot be a representative of millennials as a whole. Second, the study is limited to a general study, in which the results of m-payment might not be effectual to explain other scenarios (e.g. offline setting) and the market situation in another cultural context.Practical implicationsIt is important that business practitioners should formulate less complicated system under the most decent transaction time to elicit positive attitude towards m-payment. Also, message should emphasize on the time being saved and simplicity of the m-payment.Originality/valueSince the study of how perceived risks influence millennials intention to m-payment remains insufficient in Southeast Asian context especially in Thailand, this paper contributes to the updating of empirical findings to the existing literatures.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-08-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44089941","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-11DOI: 10.1108/ijrdm-04-2021-0163
Veronica Ungaro, Laura Di Pietro, M. Renzi, Roberta Guglielmetti Mugion, Maria Giovina Pasca
PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.Originality/valueThe paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).
{"title":"Transformative service research: a conceptual framework based on consumer's perspective","authors":"Veronica Ungaro, Laura Di Pietro, M. Renzi, Roberta Guglielmetti Mugion, Maria Giovina Pasca","doi":"10.1108/ijrdm-04-2021-0163","DOIUrl":"https://doi.org/10.1108/ijrdm-04-2021-0163","url":null,"abstract":"PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and well-being are as follows: healthcare, financial and transport.Originality/valueThe paper proposes a conceptual framework to describe the consumer perspective of the services' transformative role in promoting well-being, providing a theoretical lens for conducting future research and continuing to expand transformative service research (TSR).","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"62016196","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-08-03DOI: 10.1108/ijrdm-10-2020-0417
Sourabh Arora, S. Sahney, Debasis Pradhan
PurposeThis purpose of this paper is to extend the model of goal-directed behaviour by including the potential benefits of webrooming and descriptive norms to scrutinise the consumer's rationale and intent behind webrooming.Design/methodology/approachA survey instrument was employed to collect the data. A total of 324 usable responses were obtained, and the structural equation modelling technique was used for analysis.FindingsThe results of the study revealed that consumers utilised the information collected online to strike better deals offline. Also, webrooming not only stimulated smart shopper feelings amongst shoppers but also assisted them in avoiding certain risks associated with shopping online. Besides, support was also garnered for informative and possession benefits linked with webrooming. The findings demonstrated the positive impact of attitude, anticipated emotions and perceived behavioural control on desire, which in turn positively determined the intentions. Significant mediation impact was also observed between attitude and intentions via desire. However, past behaviour was evidenced to impact only intentions. Surprisingly, descriptive norms emerged as a stronger predictor of consumers' desire as opposed to subjective norms, which was found to be insignificant.Research limitations/implicationsInformation search and switching costs associated with webrooming have not been considered in this study. A larger sample size would help draw broader generalisations.Practical implicationsWhile online retailers can utilise the findings of the study to convert webrooming shoppers into buyers, alternatively, offline stores can use the key insights to retain webroomers. Additionally, educators can use the findings of the study to teach the students about the changing retailing dynamics.Originality/valueThe present study emerges as the first one to incorporate cognitive, affective and habitual factors collectively for a better understanding of the webrooming phenomenon.
{"title":"Potential benefits and descriptive norms in webrooming: an extended model of goal-directed behaviour","authors":"Sourabh Arora, S. Sahney, Debasis Pradhan","doi":"10.1108/ijrdm-10-2020-0417","DOIUrl":"https://doi.org/10.1108/ijrdm-10-2020-0417","url":null,"abstract":"PurposeThis purpose of this paper is to extend the model of goal-directed behaviour by including the potential benefits of webrooming and descriptive norms to scrutinise the consumer's rationale and intent behind webrooming.Design/methodology/approachA survey instrument was employed to collect the data. A total of 324 usable responses were obtained, and the structural equation modelling technique was used for analysis.FindingsThe results of the study revealed that consumers utilised the information collected online to strike better deals offline. Also, webrooming not only stimulated smart shopper feelings amongst shoppers but also assisted them in avoiding certain risks associated with shopping online. Besides, support was also garnered for informative and possession benefits linked with webrooming. The findings demonstrated the positive impact of attitude, anticipated emotions and perceived behavioural control on desire, which in turn positively determined the intentions. Significant mediation impact was also observed between attitude and intentions via desire. However, past behaviour was evidenced to impact only intentions. Surprisingly, descriptive norms emerged as a stronger predictor of consumers' desire as opposed to subjective norms, which was found to be insignificant.Research limitations/implicationsInformation search and switching costs associated with webrooming have not been considered in this study. A larger sample size would help draw broader generalisations.Practical implicationsWhile online retailers can utilise the findings of the study to convert webrooming shoppers into buyers, alternatively, offline stores can use the key insights to retain webroomers. Additionally, educators can use the findings of the study to teach the students about the changing retailing dynamics.Originality/valueThe present study emerges as the first one to incorporate cognitive, affective and habitual factors collectively for a better understanding of the webrooming phenomenon.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45760140","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-28DOI: 10.1108/ijrdm-01-2021-0040
P. Graciano, A. C. Gularte, F. H. Lermen, M. D. de Barcellos
PurposeThe purpose of this paper is to identify the personal values of consumers of ethical cosmetics in Brazil, using the resulting personality types to segment consumers for the development of strategies by Brazilian retailers and international players.Design/methodology/approachThis study administered the psychometric Values and Lifestyles Scale (VALS) via an online survey with 302 consumers of ethical cosmetics. First, exploratory factorial analysis was employed to identify the behavior of VALS' factors within the sample. Second, cluster analysis was performed using hierarchical clustering technique in order to link demographic variables and VALS' types to form specific consumer profiles.FindingsThe study found eight VALS types in the sample respondents but with a different configuration than the original factors. They were named, respectively, “Avant-garde”, “Oriented to fashion”, “Artisans”, “Committed to morality and religion”, “Leader of a group”, “Theoretical”, “Ingenious” and “Conservative”. Results indicated a demographically homogeneous sample with personality profiles mostly placed among VALS' original factors “Experiencer”, “Thinker” and “Innovator”.Research limitations/implicationsResults may vary within other cultural contexts and different means of investigation suggesting future research opportunities.Practical implicationsEthical demands concerning health and environmental preservation are no longer neglectable. The study of consumers' personal values can contribute to formulate suitable retail strategies for expected demands of consumers in the ethical cosmetics segment.Originality/valueThese findings are expected to provide resources for decision-makers, academics, practitioners and marketers concerning several points of sensitivity in their relationship with ethical consumers.
{"title":"Consumer values in the Brazilian market for ethical cosmetics","authors":"P. Graciano, A. C. Gularte, F. H. Lermen, M. D. de Barcellos","doi":"10.1108/ijrdm-01-2021-0040","DOIUrl":"https://doi.org/10.1108/ijrdm-01-2021-0040","url":null,"abstract":"PurposeThe purpose of this paper is to identify the personal values of consumers of ethical cosmetics in Brazil, using the resulting personality types to segment consumers for the development of strategies by Brazilian retailers and international players.Design/methodology/approachThis study administered the psychometric Values and Lifestyles Scale (VALS) via an online survey with 302 consumers of ethical cosmetics. First, exploratory factorial analysis was employed to identify the behavior of VALS' factors within the sample. Second, cluster analysis was performed using hierarchical clustering technique in order to link demographic variables and VALS' types to form specific consumer profiles.FindingsThe study found eight VALS types in the sample respondents but with a different configuration than the original factors. They were named, respectively, “Avant-garde”, “Oriented to fashion”, “Artisans”, “Committed to morality and religion”, “Leader of a group”, “Theoretical”, “Ingenious” and “Conservative”. Results indicated a demographically homogeneous sample with personality profiles mostly placed among VALS' original factors “Experiencer”, “Thinker” and “Innovator”.Research limitations/implicationsResults may vary within other cultural contexts and different means of investigation suggesting future research opportunities.Practical implicationsEthical demands concerning health and environmental preservation are no longer neglectable. The study of consumers' personal values can contribute to formulate suitable retail strategies for expected demands of consumers in the ethical cosmetics segment.Originality/valueThese findings are expected to provide resources for decision-makers, academics, practitioners and marketers concerning several points of sensitivity in their relationship with ethical consumers.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48785908","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：