Pub Date : 2023-10-30DOI: 10.1108/ijrdm-04-2023-0273
Gunjan Malhotra, Gunjan Dandotiya
Purpose This study aims to understand consumers' attitudes towards luxury products based on the stereotype content model, brand anthropomorphism and the psychological ownership theory. Design/methodology/approach The authors collected data from Indian consumers using the online questionnaire survey method. Data analysis was conducted using SPSS AMOS version 24 and PROCESS SPSS macro, using both mediation and moderated mediation models. Findings The findings suggest that increasing brand anthropomorphism and stereotypes enhance consumers' attitudes through a significant mediating role of brand credibility. The results also show that consumers' psychological ownership positively moderates the mediating path via brand credibility from low to high levels. Originality/value In doing so, this study contributes to the literature on luxury retail by examining how brand stereotypes and brand anthropomorphism impact consumers' attitudes towards luxury brands through the mediating role of brand credibility and the moderating role of psychological ownership. In the process, the study provides an understanding of Indian consumers' attitudes in the context of the Indian luxury retail sector.
本研究旨在基于刻板印象内容模型、品牌拟人化和心理所有权理论了解消费者对奢侈品的态度。设计/方法/方法作者使用在线问卷调查方法从印度消费者中收集数据。使用SPSS AMOS version 24和PROCESS SPSS宏进行数据分析，采用中介模型和调节中介模型。研究结果表明，品牌拟人化和刻板印象的增加通过品牌可信度的显著中介作用增强了消费者的态度。结果还显示，消费者的心理拥有感正向调节了品牌信誉度从低到高的中介路径。因此，本研究通过考察品牌刻板印象和品牌拟人化如何通过品牌可信度的中介作用和心理所有权的调节作用影响消费者对奢侈品品牌的态度，为奢侈品零售的文献做出了贡献。在此过程中，该研究提供了对印度奢侈品零售业背景下印度消费者态度的理解。
{"title":"Unpacking the influence of anthropomorphism and stereotypes on consumer attitude towards luxury brand","authors":"Gunjan Malhotra, Gunjan Dandotiya","doi":"10.1108/ijrdm-04-2023-0273","DOIUrl":"https://doi.org/10.1108/ijrdm-04-2023-0273","url":null,"abstract":"Purpose This study aims to understand consumers' attitudes towards luxury products based on the stereotype content model, brand anthropomorphism and the psychological ownership theory. Design/methodology/approach The authors collected data from Indian consumers using the online questionnaire survey method. Data analysis was conducted using SPSS AMOS version 24 and PROCESS SPSS macro, using both mediation and moderated mediation models. Findings The findings suggest that increasing brand anthropomorphism and stereotypes enhance consumers' attitudes through a significant mediating role of brand credibility. The results also show that consumers' psychological ownership positively moderates the mediating path via brand credibility from low to high levels. Originality/value In doing so, this study contributes to the literature on luxury retail by examining how brand stereotypes and brand anthropomorphism impact consumers' attitudes towards luxury brands through the mediating role of brand credibility and the moderating role of psychological ownership. In the process, the study provides an understanding of Indian consumers' attitudes in the context of the Indian luxury retail sector.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"37 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136019676","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 : 2023-10-24DOI: 10.1108/ijrdm-11-2022-0423
Doan Thao Tram Pham, Sascha Steinmann, Birger Boutrup Jensen
Purpose In this paper the authors aim to review the state-of-the-art literature on online review systems and their impacts on consumer behavior and retailers' performance with the aim of identifying research gaps related to different design features of review systems and developing future research agenda. Design/methodology/approach The authors conducted a systematic review based on PRISMA 2020 protocol, focusing on studies published in the domains of retailing and marketing. This procedure resulted in 48 selected papers investigating the design features of retailer online review systems. Findings The authors identify eight design features that are controllable by retailers in an online review system. The design features have been researched independently in previous literature, with some features receiving more attention. Most selected studies focus on the design features adapted metrics and review presentations, while other features are generally neglected (e.g. rating dimensions). Previous literature argues that design features affect consumer behaviors and retailers' performance. However, the interactions among the features are still neglected in the literature, creating a relevant gap for future research. Originality/value This paper distinguishes between different types of retailer online review systems based on how they are implemented. The authors summarize the state-of-the-art of relevant literature on design features of online review systems and their effects on consumer- and retailer-related outcome variables. This systematic literature review distinguishes between online reviews provided on websites controlled by retailers (internal systems) and third-party websites (external systems).
{"title":"The design of retailers' online review systems – a systematic literature review and future research agenda","authors":"Doan Thao Tram Pham, Sascha Steinmann, Birger Boutrup Jensen","doi":"10.1108/ijrdm-11-2022-0423","DOIUrl":"https://doi.org/10.1108/ijrdm-11-2022-0423","url":null,"abstract":"Purpose In this paper the authors aim to review the state-of-the-art literature on online review systems and their impacts on consumer behavior and retailers' performance with the aim of identifying research gaps related to different design features of review systems and developing future research agenda. Design/methodology/approach The authors conducted a systematic review based on PRISMA 2020 protocol, focusing on studies published in the domains of retailing and marketing. This procedure resulted in 48 selected papers investigating the design features of retailer online review systems. Findings The authors identify eight design features that are controllable by retailers in an online review system. The design features have been researched independently in previous literature, with some features receiving more attention. Most selected studies focus on the design features adapted metrics and review presentations, while other features are generally neglected (e.g. rating dimensions). Previous literature argues that design features affect consumer behaviors and retailers' performance. However, the interactions among the features are still neglected in the literature, creating a relevant gap for future research. Originality/value This paper distinguishes between different types of retailer online review systems based on how they are implemented. The authors summarize the state-of-the-art of relevant literature on design features of online review systems and their effects on consumer- and retailer-related outcome variables. This systematic literature review distinguishes between online reviews provided on websites controlled by retailers (internal systems) and third-party websites (external systems).","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135220544","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 : 2023-10-19DOI: 10.1108/ijrdm-11-2022-0481
Roya Tat, Jafar Heydari, Tanja Mlinar
Purpose Within a framework of supply chain (SC) coordination, this paper analyzes a green SC consisting of a retailer and a manufacturer, under government incentives and legislations and the consumer environmental awareness. To mitigate carbon emissions and promote the sustainability of the SC, a customized carbon emission trading mechanism is developed. Design/methodology/approach A game-theoretical decision model formulated determines the optimal sustainability level and the optimal quota of carbon credit from the ceiling capacity set by the government. In order to coordinate the SC and optimize environmental decisions, a novel combination of consignment and zero wholesale price contracts is proposed. Findings Analytical and numerical analyses conducted highlight that the proposed contract generates a Pareto improvement for both channel members, boosts the profit of the green SC, enhances the sustainability level of the channel and contributes to a reduction in the requested carbon emission credit by the manufacturer. Social implications With the proposed mechanism, governments can protect their industries and, more importantly, comply with European Union (EU) rules on annually reducing emission ceilings allocated to industries. Originality/value Different from previous studies on cap-and-trade strategies, the proposed mechanism enables companies to select lower emission quota/allowances than the maximum amount set by the government, and in return, companies can benefit from several incentive strategies of the government.
{"title":"Supply chain coordination: the application of consignment and zero wholesale price contracts under customized cap-and-trade and consumers' environmental awareness","authors":"Roya Tat, Jafar Heydari, Tanja Mlinar","doi":"10.1108/ijrdm-11-2022-0481","DOIUrl":"https://doi.org/10.1108/ijrdm-11-2022-0481","url":null,"abstract":"Purpose Within a framework of supply chain (SC) coordination, this paper analyzes a green SC consisting of a retailer and a manufacturer, under government incentives and legislations and the consumer environmental awareness. To mitigate carbon emissions and promote the sustainability of the SC, a customized carbon emission trading mechanism is developed. Design/methodology/approach A game-theoretical decision model formulated determines the optimal sustainability level and the optimal quota of carbon credit from the ceiling capacity set by the government. In order to coordinate the SC and optimize environmental decisions, a novel combination of consignment and zero wholesale price contracts is proposed. Findings Analytical and numerical analyses conducted highlight that the proposed contract generates a Pareto improvement for both channel members, boosts the profit of the green SC, enhances the sustainability level of the channel and contributes to a reduction in the requested carbon emission credit by the manufacturer. Social implications With the proposed mechanism, governments can protect their industries and, more importantly, comply with European Union (EU) rules on annually reducing emission ceilings allocated to industries. Originality/value Different from previous studies on cap-and-trade strategies, the proposed mechanism enables companies to select lower emission quota/allowances than the maximum amount set by the government, and in return, companies can benefit from several incentive strategies of the government.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"143 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135667016","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 : 2023-10-10DOI: 10.1108/ijrdm-10-2022-0419
Theresia Mennekes, Tobias Röding, Gerhard Wagner, Hanna Schramm-Klein
Purpose The purpose of this paper is to explore the extent to which customers evaluate inferior product presentations on a local shopping platform based on the retailer (small and medium-sized enterprise [SME] vs retail chain). Design/methodology/approach The authors conducted a between-subject online study ( N = 728) with a 2 (SME vs retail chain) x 2 (high vs low-quality product presentation) between-subject experimental design. The authors conducted several analyses of variance to analyze the hypotheses and analyses of covariance for a mediating effect. Findings This study's results show that customers tend to overlook inaccuracies from a retail chain more often than they overlook inaccuracies from SME retailers. The authors show that the perceived competence of the retailer mediates the impact of the retailer's quality on customer purchasing intentions, not only for the presented product but also for the retailer itself. Practical implications Based on this study's results, the authors give implications for retailer cross-channel strategies and hint at the importance of emphasizing the retail size. Originality/value This paper provides important contributions to the literature on resource-advantage theory by explaining that consumers perceive quality differences within product presentations on online shopping platforms differently with regard to retail chains vs SME retailers. Moreover, the information processing theory helps to provide a theoretical foundation concerning differences in online store quality (via engineered low- vs high-quality product presentations in this study).
{"title":"Do customers evaluate the competence of SME retailers and retail chains differently in the context of online product presentations?","authors":"Theresia Mennekes, Tobias Röding, Gerhard Wagner, Hanna Schramm-Klein","doi":"10.1108/ijrdm-10-2022-0419","DOIUrl":"https://doi.org/10.1108/ijrdm-10-2022-0419","url":null,"abstract":"Purpose The purpose of this paper is to explore the extent to which customers evaluate inferior product presentations on a local shopping platform based on the retailer (small and medium-sized enterprise [SME] vs retail chain). Design/methodology/approach The authors conducted a between-subject online study ( N = 728) with a 2 (SME vs retail chain) x 2 (high vs low-quality product presentation) between-subject experimental design. The authors conducted several analyses of variance to analyze the hypotheses and analyses of covariance for a mediating effect. Findings This study's results show that customers tend to overlook inaccuracies from a retail chain more often than they overlook inaccuracies from SME retailers. The authors show that the perceived competence of the retailer mediates the impact of the retailer's quality on customer purchasing intentions, not only for the presented product but also for the retailer itself. Practical implications Based on this study's results, the authors give implications for retailer cross-channel strategies and hint at the importance of emphasizing the retail size. Originality/value This paper provides important contributions to the literature on resource-advantage theory by explaining that consumers perceive quality differences within product presentations on online shopping platforms differently with regard to retail chains vs SME retailers. Moreover, the information processing theory helps to provide a theoretical foundation concerning differences in online store quality (via engineered low- vs high-quality product presentations in this study).","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"107 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136352742","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 : 2023-10-09DOI: 10.1108/ijrdm-03-2023-0167
Nikhil Dogra, Mohd Nasir, Mohd Adil
Purpose The present study aims to examine how shopping values affect consumers' shopping well-being and, subsequently, their revisit intentions and word-of-mouth. The study also examines how recreational shopping consciousness influences the link between shopping values and consumers' shopping well-being. Design/methodology/approach The authors tested the proposed hypotheses using PLS-SEM. Based on data generated from 314 users through an e-survey, the study validated the research model. Further, the study examines how recreational shopping consciousness moderates the link between dimensions of shopping values and shopping well-being. Findings The findings show that except for social value, other shopping values influence consumers' shopping well-being, which subsequently influences their revisit intention and word-of-mouth. Moreover, the study also shows that recreational shopping consciousness significantly and positively moderates the relationship between dimensions of shopping values and shopping well-being. Practical implications The current study finds that playfulness contributes more to consumers' shopping well-being. Hence, it is imperative for managers to offer enjoyable elements in their e-retailing platforms so that consumers could enjoy navigating their websites. In addition, through metaphorical and sentimental appeals, managers could also use promotional messages that reflect the hedonistic lifestyles that consumers actually follow. Originality/value Utilizing the value-satisfaction-loyalty lens, this study is pioneering as it investigates the contribution of shopping values to the overall psychological and emotional state of individuals. As a novel research endeavor, this study sheds light on the intricate relationship between consumers' shopping values and their well-being in the realm of e-retail.
{"title":"Does shopping values influence consumers' well-being: empirical evidence from e-retail","authors":"Nikhil Dogra, Mohd Nasir, Mohd Adil","doi":"10.1108/ijrdm-03-2023-0167","DOIUrl":"https://doi.org/10.1108/ijrdm-03-2023-0167","url":null,"abstract":"Purpose The present study aims to examine how shopping values affect consumers' shopping well-being and, subsequently, their revisit intentions and word-of-mouth. The study also examines how recreational shopping consciousness influences the link between shopping values and consumers' shopping well-being. Design/methodology/approach The authors tested the proposed hypotheses using PLS-SEM. Based on data generated from 314 users through an e-survey, the study validated the research model. Further, the study examines how recreational shopping consciousness moderates the link between dimensions of shopping values and shopping well-being. Findings The findings show that except for social value, other shopping values influence consumers' shopping well-being, which subsequently influences their revisit intention and word-of-mouth. Moreover, the study also shows that recreational shopping consciousness significantly and positively moderates the relationship between dimensions of shopping values and shopping well-being. Practical implications The current study finds that playfulness contributes more to consumers' shopping well-being. Hence, it is imperative for managers to offer enjoyable elements in their e-retailing platforms so that consumers could enjoy navigating their websites. In addition, through metaphorical and sentimental appeals, managers could also use promotional messages that reflect the hedonistic lifestyles that consumers actually follow. Originality/value Utilizing the value-satisfaction-loyalty lens, this study is pioneering as it investigates the contribution of shopping values to the overall psychological and emotional state of individuals. As a novel research endeavor, this study sheds light on the intricate relationship between consumers' shopping values and their well-being in the realm of e-retail.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"31 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135043699","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 : 2023-10-06DOI: 10.1108/ijrdm-10-2022-0411
Yen-Ting Helena Chiu, Dung Minh Nguyen, Katharina Maria Hofer
Purpose The growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore why customers prefer or decline to engage in self-recovery. A framework integrating elements from self-determination theory and theory of planned behavior is developed to explore the impact of motivational factors, attitudes and self-efficacy on self-recovery intention. Design/methodology/approach Structural equation modeling (SEM) was used to analyze the sample consisting of 297 users of retail kiosks in convenience stores. Findings The results revealed that intrinsic motivation and identified regulation directly affect customers' attitude and intention to engage in self-recovery. Despite an insignificant direct relationship, external regulation impacted self-recovery intention through attitude. Further, the association between intrinsic motivation and self-recovery intention is moderated by self-efficacy. Originality/value Much of the extant SST recovery literature has focused on company-rendered service recovery, providing little guidance to firms on how to promote self-recovery among customers. The integrated motivational-cognitive theoretical base in this study allows for a more differentiated inquiry into the factors shaping self-recovery intention, resulting in a deeper understanding of this topic. The novel insights will help retailers develop effective strategies for promoting self-recovery among users of retail kiosks.
{"title":"Self-recovery after self-service technology failures: do motivations and self-efficacy matter?","authors":"Yen-Ting Helena Chiu, Dung Minh Nguyen, Katharina Maria Hofer","doi":"10.1108/ijrdm-10-2022-0411","DOIUrl":"https://doi.org/10.1108/ijrdm-10-2022-0411","url":null,"abstract":"Purpose The growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore why customers prefer or decline to engage in self-recovery. A framework integrating elements from self-determination theory and theory of planned behavior is developed to explore the impact of motivational factors, attitudes and self-efficacy on self-recovery intention. Design/methodology/approach Structural equation modeling (SEM) was used to analyze the sample consisting of 297 users of retail kiosks in convenience stores. Findings The results revealed that intrinsic motivation and identified regulation directly affect customers' attitude and intention to engage in self-recovery. Despite an insignificant direct relationship, external regulation impacted self-recovery intention through attitude. Further, the association between intrinsic motivation and self-recovery intention is moderated by self-efficacy. Originality/value Much of the extant SST recovery literature has focused on company-rendered service recovery, providing little guidance to firms on how to promote self-recovery among customers. The integrated motivational-cognitive theoretical base in this study allows for a more differentiated inquiry into the factors shaping self-recovery intention, resulting in a deeper understanding of this topic. The novel insights will help retailers develop effective strategies for promoting self-recovery among users of retail kiosks.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135303894","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 : 2023-09-29DOI: 10.1108/ijrdm-02-2023-0112
Yunyun Zhao, Xiaoyu Zhao, Yanzhe Liu
Purpose Consumers worldwide are increasingly ordering groceries from grocery delivery platforms (GDPs). This study aimed to explore the role of brick-and-mortar (B&M) retailers and GDPs in online grocery shopping (OGS) experience, attitude and continuous purchase intention under the platform model of online grocery retailing. Design/methodology/approach This study used a mixed method approach. A qualitative analysis was conducted based on 30 in-depth interviews and relevant literature to identify key attributes of the OGS experience. Then, data from 352 online grocery shoppers was used to examine the associations between service attributes, attitude and continuous purchase intention using a structural equation model. Findings The authors identified six key attributes of the OGS experience related to B&M retailers and GDPs. The quantitative study results showed that customer service, price value and instant delivery significantly impact attitude towards GDPs, while product quality, product assortment, customer service, price value and attitude toward GDPs positively impact online attitude toward B&M retailers. Online attitude toward B&M retailers significantly influences continuous purchase intention. Practical implications B&M retailers and GDPs should strengthen cooperation and joint oversight. Originality/value This study identified key attributes of the OGS experience associated with B&M retailers and GDPs under the platform model, giving a comprehensive understanding of the relationship between the OGS experience and behavioural intention when B&M retailers collaborate with GDPs.
{"title":"How brick-and-mortar retailers and grocery delivery platforms influence purchase intention?","authors":"Yunyun Zhao, Xiaoyu Zhao, Yanzhe Liu","doi":"10.1108/ijrdm-02-2023-0112","DOIUrl":"https://doi.org/10.1108/ijrdm-02-2023-0112","url":null,"abstract":"Purpose Consumers worldwide are increasingly ordering groceries from grocery delivery platforms (GDPs). This study aimed to explore the role of brick-and-mortar (B&M) retailers and GDPs in online grocery shopping (OGS) experience, attitude and continuous purchase intention under the platform model of online grocery retailing. Design/methodology/approach This study used a mixed method approach. A qualitative analysis was conducted based on 30 in-depth interviews and relevant literature to identify key attributes of the OGS experience. Then, data from 352 online grocery shoppers was used to examine the associations between service attributes, attitude and continuous purchase intention using a structural equation model. Findings The authors identified six key attributes of the OGS experience related to B&M retailers and GDPs. The quantitative study results showed that customer service, price value and instant delivery significantly impact attitude towards GDPs, while product quality, product assortment, customer service, price value and attitude toward GDPs positively impact online attitude toward B&M retailers. Online attitude toward B&M retailers significantly influences continuous purchase intention. Practical implications B&M retailers and GDPs should strengthen cooperation and joint oversight. Originality/value This study identified key attributes of the OGS experience associated with B&M retailers and GDPs under the platform model, giving a comprehensive understanding of the relationship between the OGS experience and behavioural intention when B&M retailers collaborate with GDPs.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135132983","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 : 2022-02-18DOI: 10.1108/ijrdm-10-2021-0484
Michaël Flacandji, M. Vlad
Purpose This paper studies the effects of retailer app use on perceived shopping value and loyalty toward the retailer. It also investigates whether deal proneness moderates the relationship between app use and perceived shopping value.Design/methodology/approach A sample of 427 French consumers took part in an online survey inquiring about a recent shopping experience. The authors compared customers who used a retailer app during their shopping experience with those who did not. Mediation and moderated mediation using PROCESS were performed to identify whether retailer app use improves loyalty intentions through perceived shopping value, with deal proneness used as a moderator.FindingsThe results show a positive and direct effect of retailer app use on loyalty. The effect is also mediated by utilitarian and hedonic shopping values. The authors also highlight the fact that deal proneness moderates the mediation effect of both utilitarian and hedonic shopping values between retailer app use and loyalty. More specifically, retail app use significantly increases shopping value for deal-prone customers.Originality/value In the age of omnichannel retailing, this study offers potential contributions to improve the theoretical knowledge of the impact of retailer apps on retailer–customer relations, helping businesses to develop and implement appropriate app-related strategies.
{"title":"The relationship between retailer app use, perceived shopping value and loyalty: the moderating role of deal proneness","authors":"Michaël Flacandji, M. Vlad","doi":"10.1108/ijrdm-10-2021-0484","DOIUrl":"https://doi.org/10.1108/ijrdm-10-2021-0484","url":null,"abstract":"Purpose This paper studies the effects of retailer app use on perceived shopping value and loyalty toward the retailer. It also investigates whether deal proneness moderates the relationship between app use and perceived shopping value.Design/methodology/approach A sample of 427 French consumers took part in an online survey inquiring about a recent shopping experience. The authors compared customers who used a retailer app during their shopping experience with those who did not. Mediation and moderated mediation using PROCESS were performed to identify whether retailer app use improves loyalty intentions through perceived shopping value, with deal proneness used as a moderator.FindingsThe results show a positive and direct effect of retailer app use on loyalty. The effect is also mediated by utilitarian and hedonic shopping values. The authors also highlight the fact that deal proneness moderates the mediation effect of both utilitarian and hedonic shopping values between retailer app use and loyalty. More specifically, retail app use significantly increases shopping value for deal-prone customers.Originality/value In the age of omnichannel retailing, this study offers potential contributions to improve the theoretical knowledge of the impact of retailer apps on retailer–customer relations, helping businesses to develop and implement appropriate app-related strategies.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":"1 1","pages":""},"PeriodicalIF":4.4,"publicationDate":"2022-02-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42133101","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 : 2022-01-21DOI: 10.1108/ijrdm-02-2021-0056
M. Zhang, Yiwei Li, Lin Sun, Farouk Adewale Moustapha
PurposeBrick-and-mortar store is an essential channel to deliver a seamless shopping experience and meet customer's dynamic needs in omni-channel retailing. This paper aims to understand customers' expectations of the integrated stores and develop a measurement scale to assess in-store service quality in omni-channel retailing.Design/methodology/approachGrounded theory methodology (GTM) is employed to obtain a clear picture of consumer expectations and preferences regarding the omni-channel brick-and-mortar integrated stores. Then, an integrated store service quality scale is proposed, refined and validated using a questionnaire survey and structural equation model (SEM).FindingsThe measurement scale is set to include seven dimensions: in-store environment, in-store technology, product information consistency, employee assistance, personalization, channel availability and instant gratification and return. The relationships among these seven dimensions and customer satisfaction and loyalty are also verified. According to SEM, product information consistency is more important for customer satisfaction while personalization contributes more to customer loyalty. The results demonstrate that by analysing the seven dimensions, retailers can better understand customers and further improve service quality.Originality/valueThis paper proposes a sufficient measurement scale for in-store service quality and fills the gap in omni-channel retailing by capturing its integration attribute.
{"title":"Integrated store service quality measurement scale in omni-channel retailing","authors":"M. Zhang, Yiwei Li, Lin Sun, Farouk Adewale Moustapha","doi":"10.1108/ijrdm-02-2021-0056","DOIUrl":"https://doi.org/10.1108/ijrdm-02-2021-0056","url":null,"abstract":"PurposeBrick-and-mortar store is an essential channel to deliver a seamless shopping experience and meet customer's dynamic needs in omni-channel retailing. This paper aims to understand customers' expectations of the integrated stores and develop a measurement scale to assess in-store service quality in omni-channel retailing.Design/methodology/approachGrounded theory methodology (GTM) is employed to obtain a clear picture of consumer expectations and preferences regarding the omni-channel brick-and-mortar integrated stores. Then, an integrated store service quality scale is proposed, refined and validated using a questionnaire survey and structural equation model (SEM).FindingsThe measurement scale is set to include seven dimensions: in-store environment, in-store technology, product information consistency, employee assistance, personalization, channel availability and instant gratification and return. The relationships among these seven dimensions and customer satisfaction and loyalty are also verified. According to SEM, product information consistency is more important for customer satisfaction while personalization contributes more to customer loyalty. The results demonstrate that by analysing the seven dimensions, retailers can better understand customers and further improve service quality.Originality/valueThis paper proposes a sufficient measurement scale for in-store service quality and fills the gap in omni-channel retailing by capturing its integration attribute.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":" ","pages":""},"PeriodicalIF":4.4,"publicationDate":"2022-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43307196","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 : 2022-01-21DOI: 10.1108/ijrdm-07-2021-0314
R. Bruni, Michela Piccarozzi
PurposeThe aim of this paper is to study and describe the Industry 4.0 (I4.0) concept in the retail industry by identifying the technology enablers, the benefits and the challenges involved in adopting these technologies.Design/methodology/approachThe work is built on a systematic literature review (SLR) about the I4.0 concept within retail studies through the enablers codified by the Industry 4.0 literature.FindingsThe concept of Industry 4.0 within the retail context is presented through three relevant technology enablers I4.0 emerges as a latent concept represented by technologies adopted to study customer behaviour and manage customer relationships and, partially, to optimise retail management. Furthermore, the paper highlights the benefits and challenges stemming from the adoption of I4.0 technology enablers in the retail industry.Originality/valueThe use of a SLR to describe the I4.0 concept in the retail industry identifying the relevant technology enablers and their relations. The article lays the foundations for future studies on the integrated effects of the contemporary actions of multiple technologies on retail management.
{"title":"Industry 4.0 enablers in retailing: a literature review","authors":"R. Bruni, Michela Piccarozzi","doi":"10.1108/ijrdm-07-2021-0314","DOIUrl":"https://doi.org/10.1108/ijrdm-07-2021-0314","url":null,"abstract":"PurposeThe aim of this paper is to study and describe the Industry 4.0 (I4.0) concept in the retail industry by identifying the technology enablers, the benefits and the challenges involved in adopting these technologies.Design/methodology/approachThe work is built on a systematic literature review (SLR) about the I4.0 concept within retail studies through the enablers codified by the Industry 4.0 literature.FindingsThe concept of Industry 4.0 within the retail context is presented through three relevant technology enablers I4.0 emerges as a latent concept represented by technologies adopted to study customer behaviour and manage customer relationships and, partially, to optimise retail management. Furthermore, the paper highlights the benefits and challenges stemming from the adoption of I4.0 technology enablers in the retail industry.Originality/valueThe use of a SLR to describe the I4.0 concept in the retail industry identifying the relevant technology enablers and their relations. The article lays the foundations for future studies on the integrated effects of the contemporary actions of multiple technologies on retail management.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":" ","pages":""},"PeriodicalIF":4.4,"publicationDate":"2022-01-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49510014","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}
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