Pub Date : 2021-11-23DOI: 10.1108/ijrdm-04-2021-0199
Sita Mishra, Gunjan Malhotra, V. Arora, Sandip Mukhopadhyay
PurposeThis study analyzes how omnichannel integration influences customer patronage intention, highlighting the moderation effect of consumer service experience consciousness. Additionally, it also examines the sequential mediating role of consumer empowerment and satisfaction.Design/methodology/approachThis study uses a survey method to collect data from 336 young Indian consumers, having experienced omnichannel retailing. Data were analyzed using SPSS PROCESS macro to examine both the mediating and moderated relationships.FindingsThe results confirm that a customers' perceived online–offline channel integration increases their patronage intention directly and through the mediating role of consumer empowerment and satisfaction. Additionally, as a moderator, consumer service experience consciousness does not necessarily impact consumer patronage interest through the mediating role of consumer empowerment. Nevertheless, it does have a negative impact through the mediating role of consumer satisfaction.Practical implicationsThis study provides insights into designing online–offline retailing integration, based upon which, proposes several recommendations for increasing customer satisfaction and patronage intention.Originality/valueTo the best of the authors' knowledge, this is among the first studies to highlight the theory of consumer empowerment in the context of omnichannel retailing. Thus, it contributes to the extant literature on omnichannel retailing while investigating the moderating role of consumer service experience consciousness.
{"title":"Omnichannel retailing: does it empower consumers and influence patronage?","authors":"Sita Mishra, Gunjan Malhotra, V. Arora, Sandip Mukhopadhyay","doi":"10.1108/ijrdm-04-2021-0199","DOIUrl":"https://doi.org/10.1108/ijrdm-04-2021-0199","url":null,"abstract":"PurposeThis study analyzes how omnichannel integration influences customer patronage intention, highlighting the moderation effect of consumer service experience consciousness. Additionally, it also examines the sequential mediating role of consumer empowerment and satisfaction.Design/methodology/approachThis study uses a survey method to collect data from 336 young Indian consumers, having experienced omnichannel retailing. Data were analyzed using SPSS PROCESS macro to examine both the mediating and moderated relationships.FindingsThe results confirm that a customers' perceived online–offline channel integration increases their patronage intention directly and through the mediating role of consumer empowerment and satisfaction. Additionally, as a moderator, consumer service experience consciousness does not necessarily impact consumer patronage interest through the mediating role of consumer empowerment. Nevertheless, it does have a negative impact through the mediating role of consumer satisfaction.Practical implicationsThis study provides insights into designing online–offline retailing integration, based upon which, proposes several recommendations for increasing customer satisfaction and patronage intention.Originality/valueTo the best of the authors' knowledge, this is among the first studies to highlight the theory of consumer empowerment in the context of omnichannel retailing. Thus, it contributes to the extant literature on omnichannel retailing while investigating the moderating role of consumer service experience consciousness.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-11-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41574373","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 : 2021-11-19DOI: 10.1108/ijrdm-10-2020-0389
Irene Sánchez-González, I. Gil‐Saura, M. Ruiz-Molina
PurposeThe present research aims to analyse the retailer's commitment to sustainable development (RCSD) perceived by the consumers and how it contributes to store equity creation through image, perceived quality and loyalty.Design/methodology/approachA primary research was conducted through a structured questionnaire to analyse the relationships between the variables included in the proposed model. The fieldwork was conducted in 2019, obtaining responses from 617 retail consumers from four cities in Ecuador – Quito, Guayaquil, Cuenca and Machala – obtained. A structural equation model is estimated with the partial least squares technique.FindingsThere is evidence in favour of the contribution of sustainability to store equity. The positive influence of RCSD on perceived quality and the impact of the latter, together with store image, contribute to loyalty, which emerges as a critical construct in building store equity.Research limitations/implicationsSome limitations of the present study – geographic scope limited to Ecuador, analyses restricted to food retailers and pre-COVID-19 data collection – may open new research opportunities replicating the study in other regions for other retail activities and in the post pandemic context.Practical implicationsThe retailer's actions demonstrate a commitment to economic, social and environmental sustainability. As a result of this, the establishment's perceived quality improves, which is of interest to academics and retail management professionals.Originality/valueThe present research provides evidence on the chain of effects that explains the positive contribution of RCSD to store equity creation in grocery retailing.
{"title":"Does sustainability drive to create store equity? A proposal through image, quality and loyalty","authors":"Irene Sánchez-González, I. Gil‐Saura, M. Ruiz-Molina","doi":"10.1108/ijrdm-10-2020-0389","DOIUrl":"https://doi.org/10.1108/ijrdm-10-2020-0389","url":null,"abstract":"PurposeThe present research aims to analyse the retailer's commitment to sustainable development (RCSD) perceived by the consumers and how it contributes to store equity creation through image, perceived quality and loyalty.Design/methodology/approachA primary research was conducted through a structured questionnaire to analyse the relationships between the variables included in the proposed model. The fieldwork was conducted in 2019, obtaining responses from 617 retail consumers from four cities in Ecuador – Quito, Guayaquil, Cuenca and Machala – obtained. A structural equation model is estimated with the partial least squares technique.FindingsThere is evidence in favour of the contribution of sustainability to store equity. The positive influence of RCSD on perceived quality and the impact of the latter, together with store image, contribute to loyalty, which emerges as a critical construct in building store equity.Research limitations/implicationsSome limitations of the present study – geographic scope limited to Ecuador, analyses restricted to food retailers and pre-COVID-19 data collection – may open new research opportunities replicating the study in other regions for other retail activities and in the post pandemic context.Practical implicationsThe retailer's actions demonstrate a commitment to economic, social and environmental sustainability. As a result of this, the establishment's perceived quality improves, which is of interest to academics and retail management professionals.Originality/valueThe present research provides evidence on the chain of effects that explains the positive contribution of RCSD to store equity creation in grocery retailing.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48187654","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 : 2021-11-18DOI: 10.1108/ijrdm-05-2020-0187
B. Jin, Gwia Kim
PurposeDespite the significant potential of Malaysia and Indonesia as emerging Southeast Asian retail markets, their nuanced differences in relation to global retailers have not been fully analyzed. Drawing the institutional theory, this study analyzed the institutional environments of Malaysian and Indonesian markets contrasting their similarities and differences in formal (i.e. explicit, regulatory) and informal (i.e. tacit normative and cultural-cognitive) institutions.Design/methodology/approachThe analysis of this exploratory is based on a large number of publicly available sources, including research papers, government documents and reports. The paper triangulated the validity of the data with multiple sources, including scholars, business professionals and government officers at the chamber of commerce in the countries.FindingsAlthough the two countries adjacently located in Southeast Asia share Islam as a major religion and the Bahasa language, there are significant differences in their formal institutions related to the retail environment, such as openness to foreign investment and retail infrastructure. Based on the analyses, this study provided recommendations for global retail companies targeting or planning to enter the Malaysian and Indonesian markets.Originality/valueThis paper was an original application of institutional theory to Malaysia and Indonesia and analyzed the two emerging economies where institutions vary and are less visible to many multinational companies.
{"title":"Assessing Malaysia and Indonesia as emerging retail markets: an institution-based view","authors":"B. Jin, Gwia Kim","doi":"10.1108/ijrdm-05-2020-0187","DOIUrl":"https://doi.org/10.1108/ijrdm-05-2020-0187","url":null,"abstract":"PurposeDespite the significant potential of Malaysia and Indonesia as emerging Southeast Asian retail markets, their nuanced differences in relation to global retailers have not been fully analyzed. Drawing the institutional theory, this study analyzed the institutional environments of Malaysian and Indonesian markets contrasting their similarities and differences in formal (i.e. explicit, regulatory) and informal (i.e. tacit normative and cultural-cognitive) institutions.Design/methodology/approachThe analysis of this exploratory is based on a large number of publicly available sources, including research papers, government documents and reports. The paper triangulated the validity of the data with multiple sources, including scholars, business professionals and government officers at the chamber of commerce in the countries.FindingsAlthough the two countries adjacently located in Southeast Asia share Islam as a major religion and the Bahasa language, there are significant differences in their formal institutions related to the retail environment, such as openness to foreign investment and retail infrastructure. Based on the analyses, this study provided recommendations for global retail companies targeting or planning to enter the Malaysian and Indonesian markets.Originality/valueThis paper was an original application of institutional theory to Malaysia and Indonesia and analyzed the two emerging economies where institutions vary and are less visible to many multinational companies.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-11-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47010493","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 : 2021-10-28DOI: 10.1108/ijrdm-04-2021-0207
Rodoula H. Tsiotsou
PurposeThe purpose of the study is to identify critical value-creating elements of luxury services expressed in ratings and reviews posted on third-party sites and examine cross-cultural differences. To this end, the research analyzed online ratings and reviews of luxury hotels posted on TripAdvisor from customers of four European regions (East, North, South and West).Design/methodology/approachEight hundred thirty-eight online user-generated ratings and reviews of luxury hotels were analyzed quantitatively using MANOVA and qualitatively using text analysis.FindingsThe study findings support (a) that product and physical evidence are the most critical experiential elements of luxury hotels' offerings and (b) cultural differences among tourists from various regions of Europe in their hotel ratings and reviews. Specifically, Eastern and Northern Europeans are more generous in their review ratings than western and southern Europeans. Moreover, eastern Europeans value the hotel's physical evidence/environment whereas western Europeans prioritize the core product (room and food) followed by the physical environment/servicescape. Southern Europeans and Northern Europeans value most the personnel, followed by the physical environment and the core product, respectively.Practical implicationsCultural differences provide several implications with regard to luxury services segmentation, social media management, service marketing mix development and hotel promotion.Originality/valueThe value of this study originates from studying post–purchase customer behavior in luxury services from a cross-cultural perspective. Moreover, identifying critical aspects of value-creating customer experience in a luxury context adds to the available literature.
{"title":"Identifying value-creating aspects in luxury hotel services via third-party online reviews: a cross-cultural study","authors":"Rodoula H. Tsiotsou","doi":"10.1108/ijrdm-04-2021-0207","DOIUrl":"https://doi.org/10.1108/ijrdm-04-2021-0207","url":null,"abstract":"PurposeThe purpose of the study is to identify critical value-creating elements of luxury services expressed in ratings and reviews posted on third-party sites and examine cross-cultural differences. To this end, the research analyzed online ratings and reviews of luxury hotels posted on TripAdvisor from customers of four European regions (East, North, South and West).Design/methodology/approachEight hundred thirty-eight online user-generated ratings and reviews of luxury hotels were analyzed quantitatively using MANOVA and qualitatively using text analysis.FindingsThe study findings support (a) that product and physical evidence are the most critical experiential elements of luxury hotels' offerings and (b) cultural differences among tourists from various regions of Europe in their hotel ratings and reviews. Specifically, Eastern and Northern Europeans are more generous in their review ratings than western and southern Europeans. Moreover, eastern Europeans value the hotel's physical evidence/environment whereas western Europeans prioritize the core product (room and food) followed by the physical environment/servicescape. Southern Europeans and Northern Europeans value most the personnel, followed by the physical environment and the core product, respectively.Practical implicationsCultural differences provide several implications with regard to luxury services segmentation, social media management, service marketing mix development and hotel promotion.Originality/valueThe value of this study originates from studying post–purchase customer behavior in luxury services from a cross-cultural perspective. Moreover, identifying critical aspects of value-creating customer experience in a luxury context adds to the available literature.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-10-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47299242","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 : 2021-10-14DOI: 10.1108/ijrdm-07-2020-0270
Rozenn Perrigot
PurposeThis paper, using a case study on Jibu, a water distribution chain that distributes bottled water in Africa, aims to underline the importance of social relationships and communication within franchise chains operating in the social sector in developing countries and their contribution to the clarification of the concept of social franchising.Design/methodology/approachThe research is based on a case study of Jibu, a water distribution chain composed of 122 franchised units and 2,100 independent retailers. The primary data were gathered through an analysis of in-depth interviews with 67 people (Jibu co-founder, headquarters staff, franchisees, micro-franchisees and customers) in Uganda and Rwanda.FindingsThe findings showed that the extent and richness of social relationships and communication existing within the Jibu chain are not limited to top-down and build a feeling of belonging to a family. These social relationships and communication are key characteristics of social franchising.Practical implicationsThis research can assist franchise experts, franchisors and franchisees to better assess the importance of social relationships and communication in social franchise chains in developing countries and help national and local governments better understand how franchising works in the social sector.Social implicationsFranchising is not limited to hotels, restaurants and retail businesses. Franchising can be applied to businesses that have social goals, in addition to profit goals. For example, the Jibu franchise is a relevant and efficient solution to providing the African people with access to drinking water at an affordable resale price. This paper, thus, contributes to increasing the awareness of this franchising phenomenon in social sectors in developing countries and in Africa, in particular.Originality/valueAccess to drinking water is an important issue in many developing countries, above all in African countries. Franchised water services are an innovation in terms of a business model in developing countries with micro-treatment plants run by franchisees and small units run by micro-franchisees or retailers, both franchisees and micro-franchisees being local entrepreneurs.
{"title":"Social relationships and communication as key characteristics of social franchising in Africa","authors":"Rozenn Perrigot","doi":"10.1108/ijrdm-07-2020-0270","DOIUrl":"https://doi.org/10.1108/ijrdm-07-2020-0270","url":null,"abstract":"PurposeThis paper, using a case study on Jibu, a water distribution chain that distributes bottled water in Africa, aims to underline the importance of social relationships and communication within franchise chains operating in the social sector in developing countries and their contribution to the clarification of the concept of social franchising.Design/methodology/approachThe research is based on a case study of Jibu, a water distribution chain composed of 122 franchised units and 2,100 independent retailers. The primary data were gathered through an analysis of in-depth interviews with 67 people (Jibu co-founder, headquarters staff, franchisees, micro-franchisees and customers) in Uganda and Rwanda.FindingsThe findings showed that the extent and richness of social relationships and communication existing within the Jibu chain are not limited to top-down and build a feeling of belonging to a family. These social relationships and communication are key characteristics of social franchising.Practical implicationsThis research can assist franchise experts, franchisors and franchisees to better assess the importance of social relationships and communication in social franchise chains in developing countries and help national and local governments better understand how franchising works in the social sector.Social implicationsFranchising is not limited to hotels, restaurants and retail businesses. Franchising can be applied to businesses that have social goals, in addition to profit goals. For example, the Jibu franchise is a relevant and efficient solution to providing the African people with access to drinking water at an affordable resale price. This paper, thus, contributes to increasing the awareness of this franchising phenomenon in social sectors in developing countries and in Africa, in particular.Originality/valueAccess to drinking water is an important issue in many developing countries, above all in African countries. Franchised water services are an innovation in terms of a business model in developing countries with micro-treatment plants run by franchisees and small units run by micro-franchisees or retailers, both franchisees and micro-franchisees being local entrepreneurs.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-10-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43342418","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 : 2021-10-12DOI: 10.1108/ijrdm-06-2020-0206
Kimberly Thomas-Francois, S. Somogyi
PurposeIt has generally been anticipated that the growth of Internet technology and e-commerce would result in virtual grocery shopping (VGS) becoming a normal way of life for consumers worldwide. However, the adoption of VGS, except in China and other Asian countries, has been quite slow and there is little understanding for this reason. Using Canada as a research context, the purpose of this study was to investigate the attitudes of consumers towards VGS with a focus on their technological readiness and the impact of the optimisation of consumer learning.Design/methodology/approachA quantitative research methodology was undertaken using cluster analysis with descriptive statistics to segment the different groups of consumers from a sample of 1,034 adult respondents. Structural equation modelling (SEM) was then used to test a theoretical model for consumers’ intention to adopt VGS.FindingsThe study found that the attitudes of consumers towards virtual shopping, convenience motivation, perceived ease of use (PEOU), perceived risk and consumer learning are all factors that impact consumers' intention to adopt virtual food shopping. The research also identified four segments of consumers in the Canadian market based on their attitudes and intention to adopt VGS. These results allow grocers to target the consumer groups favourable to VGS and provide insights on the factors that can be manipulated via marketing strategies to reach these consumers.Practical implicationsRetailers are provided with insights on consumers behaviour that will allow them to target specific segments with shopping modalities.Originality/valueThis research investigated VGS, focussing on consumer learning as a socio-cultural influence as well as the consumer's technological readiness as an intention to adopt to this modality of shopping for food. These constructs have not been investigated by previous studies on food grocery shopping.
{"title":"Consumers' intention to adopt virtual grocery shopping: do technological readiness and the optimisation of consumer learning matter?","authors":"Kimberly Thomas-Francois, S. Somogyi","doi":"10.1108/ijrdm-06-2020-0206","DOIUrl":"https://doi.org/10.1108/ijrdm-06-2020-0206","url":null,"abstract":"PurposeIt has generally been anticipated that the growth of Internet technology and e-commerce would result in virtual grocery shopping (VGS) becoming a normal way of life for consumers worldwide. However, the adoption of VGS, except in China and other Asian countries, has been quite slow and there is little understanding for this reason. Using Canada as a research context, the purpose of this study was to investigate the attitudes of consumers towards VGS with a focus on their technological readiness and the impact of the optimisation of consumer learning.Design/methodology/approachA quantitative research methodology was undertaken using cluster analysis with descriptive statistics to segment the different groups of consumers from a sample of 1,034 adult respondents. Structural equation modelling (SEM) was then used to test a theoretical model for consumers’ intention to adopt VGS.FindingsThe study found that the attitudes of consumers towards virtual shopping, convenience motivation, perceived ease of use (PEOU), perceived risk and consumer learning are all factors that impact consumers' intention to adopt virtual food shopping. The research also identified four segments of consumers in the Canadian market based on their attitudes and intention to adopt VGS. These results allow grocers to target the consumer groups favourable to VGS and provide insights on the factors that can be manipulated via marketing strategies to reach these consumers.Practical implicationsRetailers are provided with insights on consumers behaviour that will allow them to target specific segments with shopping modalities.Originality/valueThis research investigated VGS, focussing on consumer learning as a socio-cultural influence as well as the consumer's technological readiness as an intention to adopt to this modality of shopping for food. These constructs have not been investigated by previous studies on food grocery shopping.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42927322","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 : 2021-10-12DOI: 10.1108/ijrdm-03-2021-0138
Faruk Anıl Konuk
PurposeThis study aims to examine the moderating role of private label product type (organic vs non-organic) on the relationships between trust transfer, price fairness, perceived value and brand loyalty.Design/methodology/approachThe empirical data were gathered with the structured questionnaire from two groups of respondents who had previously purchased organic and conventional private label products. The direct, mediating and moderating effects were analysed with structural equation modelling.FindingsThe findings confirmed the trust transfer between the retail store and private label brand. The results revealed that both store trust and trust in private label brand positively influence price fairness and which, in turn, elicits higher perceived value. Perceived value was also found to influence private label brand loyalty. The multi-group analyses revealed that the magnitude of the trust transfer was accentuated by organic food private label. Furthermore, the relation between trust in private label brand, price fairness and perceived value was also greater in organic food private label.Originality/valueThis study utilized the trust transfer theory and equity theory as a theoretical foundation to provide novel insights into the moderating influence of private label product type on the relationships between the antecedents of private label brand loyalty. The results of the research can help retailers to develop successful private label brand marketing strategies.
{"title":"Trust transfer, price fairness and brand loyalty: the moderating influence of private label product type","authors":"Faruk Anıl Konuk","doi":"10.1108/ijrdm-03-2021-0138","DOIUrl":"https://doi.org/10.1108/ijrdm-03-2021-0138","url":null,"abstract":"PurposeThis study aims to examine the moderating role of private label product type (organic vs non-organic) on the relationships between trust transfer, price fairness, perceived value and brand loyalty.Design/methodology/approachThe empirical data were gathered with the structured questionnaire from two groups of respondents who had previously purchased organic and conventional private label products. The direct, mediating and moderating effects were analysed with structural equation modelling.FindingsThe findings confirmed the trust transfer between the retail store and private label brand. The results revealed that both store trust and trust in private label brand positively influence price fairness and which, in turn, elicits higher perceived value. Perceived value was also found to influence private label brand loyalty. The multi-group analyses revealed that the magnitude of the trust transfer was accentuated by organic food private label. Furthermore, the relation between trust in private label brand, price fairness and perceived value was also greater in organic food private label.Originality/valueThis study utilized the trust transfer theory and equity theory as a theoretical foundation to provide novel insights into the moderating influence of private label product type on the relationships between the antecedents of private label brand loyalty. The results of the research can help retailers to develop successful private label brand marketing strategies.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44371533","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 : 2021-10-11DOI: 10.1108/ijrdm-04-2021-0208
Evi Chatzopoulou, Markos-Marios Tsogas, Marina Kyriakou
PurposeThe purpose of this paper is to investigate the effect of atmospheric cues encountered in the complex retail environment of pharmacies and, in addition, to test the boundary conditions for the formation of experience-rich emotions. Following this rationale, the research succeeds to partially explain patronage decisions and behavior in pharmacies.Design/methodology/approachA quantitative methodology was used, using a structured questionnaire. Data were collected using a multistage sampling approach of days of the week and times of each day, seeking responses from customers exiting three, aesthetically diverse types of pharmacies in the wider area of Athens, Greece. Structural equation modeling techniques were used to test the measurement using SmartPLS3 statistical software.FindingsThe results primarily confirm the multidimensionality and complexity of atmospherics in pharmacies and the consequent effect on customers’ emotional state. Emotions, amplified by repeat visitation, have both a direct and a mediated effect on customer loyalty while emotional attachment acts as the mediator.Originality/valueThe recent elevation of pharmacies from a mere convenient shopping destination of mostly emergency goods to a shopping alternative for a wide variety of well-being goods and services, necessitates the shift of focus of research from the technical expertise of the pharmacist to the enabling dimensions of the retailing environment. The paper answers this need and test the boundary conditions for the development of experience-rich emotions in retailing. The proposed model indicates the significant impact of atmospherics in customer decision-making even in the complex setting of pharmacies.
{"title":"Retail atmospherics in times of disruption: a PLS modeling approach of the role of emotions in a pharmacy environment","authors":"Evi Chatzopoulou, Markos-Marios Tsogas, Marina Kyriakou","doi":"10.1108/ijrdm-04-2021-0208","DOIUrl":"https://doi.org/10.1108/ijrdm-04-2021-0208","url":null,"abstract":"PurposeThe purpose of this paper is to investigate the effect of atmospheric cues encountered in the complex retail environment of pharmacies and, in addition, to test the boundary conditions for the formation of experience-rich emotions. Following this rationale, the research succeeds to partially explain patronage decisions and behavior in pharmacies.Design/methodology/approachA quantitative methodology was used, using a structured questionnaire. Data were collected using a multistage sampling approach of days of the week and times of each day, seeking responses from customers exiting three, aesthetically diverse types of pharmacies in the wider area of Athens, Greece. Structural equation modeling techniques were used to test the measurement using SmartPLS3 statistical software.FindingsThe results primarily confirm the multidimensionality and complexity of atmospherics in pharmacies and the consequent effect on customers’ emotional state. Emotions, amplified by repeat visitation, have both a direct and a mediated effect on customer loyalty while emotional attachment acts as the mediator.Originality/valueThe recent elevation of pharmacies from a mere convenient shopping destination of mostly emergency goods to a shopping alternative for a wide variety of well-being goods and services, necessitates the shift of focus of research from the technical expertise of the pharmacist to the enabling dimensions of the retailing environment. The paper answers this need and test the boundary conditions for the development of experience-rich emotions in retailing. The proposed model indicates the significant impact of atmospherics in customer decision-making even in the complex setting of pharmacies.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-10-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47292582","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 : 2021-10-08DOI: 10.1108/ijrdm-05-2020-0171
D. Ruth, Frances Gunn, J. Elms
PurposeThe purpose of this paper is to explore the everyday tasks and activities undertaken by retailer entrepreneurs and owner/managers when they strategize. Specifically, it interrogates the nature of the intuitive, idiosyncratic strategic agency of a retail owner/manager.Design/methodology/approachThrough adopting a combination of phenomenological and narrative approaches, focussing on illuminating the everyday operational and strategic practices of one retail entrepreneur and owner/manager, a richly contextualized, ideographic account of the procedures and outcomes of their strategizing is provided.FindingsBy revealing narratives that are seldom obvious – often kept behind the counter, and not on display – the authors are able to unravel the social reality of the retailer's decision-making, and the influences of identity, connections with customers and community, emotions and the spirit, and love and family. This study also illuminates how entrepreneurs retrospectively make sense out of the messiness of everyday life particularly when juggling the melding of personal and business realities.Research limitations/implicationsThis paper explores the experiences and reflections of the decision-making of one retail entrepreneur manager within a particular business setting. However, the use of an ideographic approach allowed for an in depth investigation of the realities of strategic practices undertaken by a retail owner that may be extrapolated beyond this immediate context.Originality/valueThis paper develops original insights into the retailer as an individual, vis-à-vis an organization, as well as nuanced understanding of the actual nature of work undertaken by retail entrepreneurs and owner/managers. To this end, this paper contributes to the “strategy-as-practice” debate in the strategic management literature, and to narrative analysis and advances insights to the perennial question: “what is a retailer?”.
{"title":"Being a retailer: narratives not on display","authors":"D. Ruth, Frances Gunn, J. Elms","doi":"10.1108/ijrdm-05-2020-0171","DOIUrl":"https://doi.org/10.1108/ijrdm-05-2020-0171","url":null,"abstract":"PurposeThe purpose of this paper is to explore the everyday tasks and activities undertaken by retailer entrepreneurs and owner/managers when they strategize. Specifically, it interrogates the nature of the intuitive, idiosyncratic strategic agency of a retail owner/manager.Design/methodology/approachThrough adopting a combination of phenomenological and narrative approaches, focussing on illuminating the everyday operational and strategic practices of one retail entrepreneur and owner/manager, a richly contextualized, ideographic account of the procedures and outcomes of their strategizing is provided.FindingsBy revealing narratives that are seldom obvious – often kept behind the counter, and not on display – the authors are able to unravel the social reality of the retailer's decision-making, and the influences of identity, connections with customers and community, emotions and the spirit, and love and family. This study also illuminates how entrepreneurs retrospectively make sense out of the messiness of everyday life particularly when juggling the melding of personal and business realities.Research limitations/implicationsThis paper explores the experiences and reflections of the decision-making of one retail entrepreneur manager within a particular business setting. However, the use of an ideographic approach allowed for an in depth investigation of the realities of strategic practices undertaken by a retail owner that may be extrapolated beyond this immediate context.Originality/valueThis paper develops original insights into the retailer as an individual, vis-à-vis an organization, as well as nuanced understanding of the actual nature of work undertaken by retail entrepreneurs and owner/managers. To this end, this paper contributes to the “strategy-as-practice” debate in the strategic management literature, and to narrative analysis and advances insights to the perennial question: “what is a retailer?”.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-10-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"62016284","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 : 2021-09-30DOI: 10.1108/ijrdm-04-2020-0151
Javier Lorente-Martínez, Julio Navío-Marco, B. Rodrigo-Moya
PurposeThe purpose of this study is to analyse the level of adoption of in-store analytics by brick-and-mortar retailers. Web analytics technology has been widely adopted by online retailers, and the technology to gather similar information in physical stores is already available. This study explores how such technology is valued and adopted by retailers.Design/methodology/approachThis study is based on interviews and a focus group of 21 retail executives using a semi-structured interview methodology. An in-store analytics service was defined, along with specific key performance indicators (KPIs) and use cases to structure respondents' feedback.FindingsAlthough noteworthy differences have been found in the value of KPIs and use cases by type of business, the main finding is that none of the respondents reached the stage of a brick-and-mortar data-driven company. In-store analytics services are in the early stages of Rogers' (1983) model of diffusion of innovations. Three main reasons are presented: lack of technology knowledge, budget priority and a data culture inside the companies.Practical implicationsThe results should encourage scholars to further investigate the drivers accelerating the adoption of these technologies. Practitioners and solution providers should strive for improvement in the simplicity of their solutions.Originality/valueThis study is the first to analyse the level of adoption of in-store analytics from the perspective of retailers.
{"title":"Are retailers leveraging in-store analytics? An exploratory study","authors":"Javier Lorente-Martínez, Julio Navío-Marco, B. Rodrigo-Moya","doi":"10.1108/ijrdm-04-2020-0151","DOIUrl":"https://doi.org/10.1108/ijrdm-04-2020-0151","url":null,"abstract":"PurposeThe purpose of this study is to analyse the level of adoption of in-store analytics by brick-and-mortar retailers. Web analytics technology has been widely adopted by online retailers, and the technology to gather similar information in physical stores is already available. This study explores how such technology is valued and adopted by retailers.Design/methodology/approachThis study is based on interviews and a focus group of 21 retail executives using a semi-structured interview methodology. An in-store analytics service was defined, along with specific key performance indicators (KPIs) and use cases to structure respondents' feedback.FindingsAlthough noteworthy differences have been found in the value of KPIs and use cases by type of business, the main finding is that none of the respondents reached the stage of a brick-and-mortar data-driven company. In-store analytics services are in the early stages of Rogers' (1983) model of diffusion of innovations. Three main reasons are presented: lack of technology knowledge, budget priority and a data culture inside the companies.Practical implicationsThe results should encourage scholars to further investigate the drivers accelerating the adoption of these technologies. Practitioners and solution providers should strive for improvement in the simplicity of their solutions.Originality/valueThis study is the first to analyse the level of adoption of in-store analytics from the perspective of retailers.","PeriodicalId":51402,"journal":{"name":"International Journal of Retail & Distribution Management","volume":null,"pages":null},"PeriodicalIF":4.4,"publicationDate":"2021-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42120541","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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