Journal Cover
Journal of Retailing and Consumer Services
Journal Prestige (SJR): 1.216
Citation Impact (citeScore): 4
Number of Followers: 6  
  Hybrid Journal Hybrid journal (It can contain Open Access articles)
ISSN (Print) 0969-6989
Published by Elsevier Homepage  [3161 journals]
  • Understanding ethical purchasing behavior: Validation of an enhanced stage
           model of ethical behavior
    • Abstract: Publication date: May 2019Source: Journal of Retailing and Consumer Services, Volume 48Author(s): Henrike Andersch, Christian Arnold, Ann-Kathrin Seemann, Jörg Lindenmeier This article uses a stage model of ethical decision-making to explain consumers’ inclination toward ethical product alternatives. The current paper enhances the stage-model approach by considering egoistic purchasing motives and gender as moderating variables. The current study shows that the effect of negative affect on ethical purchasing intention is mediated by ethical judgement and moral obligation. Interestingly, the mediation effect is more pronounced for male respondents. Furthermore, egoistic purchasing motives moderate the effects of the stage-model components on ethical judgment as well as on ethical purchasing intention. These moderation effects are boosted or altered if gender is considered as moderator. Based on the empirical results and considering study limitations, the paper presents practical implications and avenues for future research.
  • Perceived helpfulness of eWOM: Emotions, fairness and rationality
    • Abstract: Publication date: Available online 15 February 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Elvira Ismagilova, Yogesh K. Dwivedi, Emma Slade Consumers use online reviews to help make informed purchase decisions. This paper extends existing research by examining how content of online reviews influences perceptions of helpfulness by demonstrating how different emotions can influence helpfulness of both product and service online reviews beyond a valence-based approach using cognitive appraisal theory and attribution theory. This research contributes to existing knowledge regarding the theory of information processing, attribution theory, and cognitive appraisal theory of emotions. Using findings from this study, practitioners can make review websites more user-friendly which will help readers avoid information overload and make more informed purchase decisions.
  • Exploring flow in the mobile interface context
    • Abstract: Publication date: Available online 14 February 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Clark D. Johnson, Brittney C. Bauer, Nitish Singh While flow has been researched extensively in computer-mediated environments, it has been scarcely researched in the mobile interface context. Specifically, we have virtually no knowledge about what concrete traits of mobile interfaces (as opposed to user perceptions) encourage the flow state. Flow has been associated with many positive outcomes in human-computer interactions, making it vital for practitioners and scholars to understand the traits of mobile interfaces that encourage flow. Therefore, we synthesize the results of a literature search and a modified Delphi study to develop an inventory of traits and perceptions that can promote the flow experience. We provide initial evidence for the predictive validity of our inventory through a survey study which demonstrates that composite ratings of the inventory traits are positively associated with the flow state, which in turn, leads to compulsive usage and technostress. In doing so, this paper also extends flow research by exploring the potential negative outcomes of flow in the mobile interface context.
  • Persuasive brand messages in social media: A mental imagery processing
    • Abstract: Publication date: May 2019Source: Journal of Retailing and Consumer Services, Volume 48Author(s): Sejin Ha, Ran Huang, Jee-Sun Park This research examines how mental imagery affects the persuasive effectiveness of a brand's SNS (Social Networking Service) and whether transportability moderates such processing in SNS. Using a web-based survey design, two studies were conducted to test the research hypotheses across SNS communications in two domains: fashion retail brands’ SNS (Study 1) and luxury hotel brands’ SNS communications (Study 2). Results show that two dimensions of mental imagery, quality and elaboration, facilitate favorable attitude, both directly and indirectly via positive affect, toward a brand's SNS advertising. Furthermore, the moderating effect of transportability is shown to occur in Study 1 with somewhat inconsistent results in Study 2. This research highlights key elements which may potentially assist in the design of SNS messages and content, as well as the importance of considering users’ characteristics to create effective brand communication for SNS.
  • The effect of characteristics of source credibility on consumer behaviour:
           A meta-analysis
    • Abstract: Publication date: Available online 2 February 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Elvira Ismagilova, Emma Slade, Nripendra P. Rana, Yogesh K. Dwivedi The aim of this research is to synthesise findings from existing studies on the characteristics of source credibility of electronic word of mouth (eWOM) communications in a single model by using meta-analysis. Findings from 20 research papers show that source expertise, trustworthiness, and homophily significantly influence perceived eWOM usefulness and credibility, intention to purchase, and information adoption. The results of this study add to existing knowledge of the influence of source characteristics on consumer behaviour, which will advance our understanding of information processing. Marketers can use the findings of this meta-analysis to enhance their marketing activities.
  • Multiple subscriptions to mobile networks and consumer satisfaction
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Sigismond Hervey Mvele, Larissa Ango Mengue, Guy Christol Ekome Ekane The objective of this study is to analyze the determinants of the use of several telecommunication networks on the satisfaction of subscribers in Cameroon. To achieve this goal, a dual approach is adopted. Firstly, a mobilization of the different theories concerned within the framework of this study is carried out in order to expose the hypotheses of research. The second step is the organization and use of field survey data to test the assumptions made. At the end of the study, the Generalized Poisson model reveals that the individual's entourage, network problems, the use of promotional offers and the characteristics of the networks exert a significant influence on the multiple subscriptions. Moreover, gender, the age of the individual and his level of education are also significant. In addition, the ordered Simultaneous Bivariate Probit model indicates that multiple subscriptions improves individual's satisfaction. Indeed, as the number of networks used increases, there is an improvement in overall satisfaction, although the addition of a fourth network is a saturation point for individuals.
  • An examination of the role of review valence and review source in varying
           consumption contexts on purchase decision
    • Abstract: Publication date: Available online 26 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Sai Vijay Tata, Sanjeev Prashar, Sumeet Gupta This study examines the influence of Valence and Source of Online Reviews on a customer's attitude and purchase decision in the context of public and private consumption using social influence theory and the concept of negativity bias. The study was conducted using a 2 × 3 × 3 online experiment to examine the influence of review valence (positive vs mixed vs negative), two sources (retailer vs third-party site) in two different consumption contexts (public vs private). The results highlight the role of review valence as well as consumption context on a shopper's decision.
  • Instagram and YouTube bloggers promote it, why should I buy' How
           credibility and parasocial interaction influence purchase intentions
    • Abstract: Publication date: Available online 24 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Karina Sokolova, Hajer Kefi Nowadays social network influencers play an important role in marketing by introducing products to their audience. In this article, we investigate the persuasion cues related to beauty and fashion influencers present on YouTube and Instagram. More precisely, we investigate how the para-social interaction (PSI) the audience creates with the online influencer, along with their perceived credibility, are related to the purchase intention and how they are, in turn, related to the social and physical attractiveness and attitude homophily. We base our research on four beauty influencers popular in France and control our results by the age of the participants and by the influencer. We find that attitude homophily is positively related to PSI but, surprisingly, the physical attractiveness shows negative relationship or no evidence of relationship. Both credibility of the influencers and PSI exhibit significant and positive relationships to purchase intention.
  • Here Today, Gone Tomorrow' Mapping and modeling the pop-up retail
           customer journey
    • Abstract: Publication date: Available online 24 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Janice Rudkowski, Chelsea Heney, Hong Yu, Sean Sedlezky, Frances Gunn Pop-up retail and customer journey mapping are widely adopted in the retail industry, yet they have received modest coverage within academic literature to date. Through a qualitative field study of five marketplace-based pop-ups (MBPUs), this research defines and identifies differences and similarities between marketplace-based pop-ups (MBPUs) and brand-based pop-ups (BBPUs), seeks to understand how marketplace-based pop-ups fit within the customer journey and experience, and explores how touchpoint ownership and influence illuminates the understanding of the marketplace-based pop-up customer journey. Further, this research extends an existing conceptual customer journey framework to visually map and model the purchase stages, touchpoint categories and types of marketplace-based pop-up customer journeys. As a result, this research presents and discusses three emerging themes (here today gone tomorrow; high-touch low-tech; and ownership and influence) to further the understanding of MBPUs. Pop-ups are more than a single encounter; they are a complex customer journey process, whereby the customer travels through pre-purchase, purchase and post-purchase stages, and across multiple touchpoints.
  • Consumer perceptions and purchase behavior toward imperfect fruits and
           vegetables in an immersive virtual reality grocery store
    • Abstract: Publication date: May 2019Source: Journal of Retailing and Consumer Services, Volume 48Author(s): Cindy Lombart, Elena Millan, Jean-Marie Normand, Adrien Verhulst, Blandine Labbé-Pinlon, Guillaume Moreau This study investigates the effects of fruits and vegetables (FaVs) abnormality on consumer perceptions and purchasing behavior. For the purposes of this study, a virtual grocery store was created with a fresh FaVs section, where 142 participants became immersed using an Oculus Rift DK2 Head-Mounted Display (HMD) software. Participants were presented either “normal”, “slightly” misshapen, “moderately” misshapen or “severely” misshapen” FaVs. The study findings indicate that shoppers tend to purchase a similar number of FaVs whatever their level of deformity. However, perceptions of the appearance and quality of the FaVs depend on the degree of abnormality. “Moderately” misshapen FaVs are perceived as significantly better than those that are “heavily” misshapen but also “slightly” misshapen (except for the appearance of fruits).
  • A typology of viral ad sharers using sentiment analysis
    • Abstract: Publication date: Available online 23 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Kalpak K. Kulkarni, Arti D. Kalro, Dinesh Sharma, Piyush Sharma Viral advertising is the most popular manifestation of viral marketing phenomena. The purpose of this study is to demonstrate sentiment analysis as a promising tool to quantify consumer responses towards branded viral video advertisements and thereupon, propose a sentiment-based typology of viral ad sharers. Results of this experimental study (1) suggest that sentiment-based measures of consumer responses offer better prediction of consumers’ ad sharing intentions compared to the traditional and widely used thought-listing method; and (2) help identify four distinct segments of viral ad sharers (based on the relative strength of ad- and brand-related sentiments), namely: “Active”, “Brand-fanatic”, “Content-hungry”, and “Dormant”, labeled as ABCD typology of viral ad sharers. This study highlights that for creating successful viral campaigns, marketers should consider the distinctive characteristics of these four segments of viral ad sharers (based on their processing of ad content and brand information) to identify the right seeds to initiate a viral campaign.
  • A “hidden” side of consumer grocery shopping choice
    • Abstract: Publication date: May 2019Source: Journal of Retailing and Consumer Services, Volume 48Author(s): Aidin Namin, Yashar Dehdashti This study identifies hidden classes of grocery shoppers and their choice of different items on different days of the week. Following the literature on consumer grocery shopping, three major groups of products are considered: food/drink, cleaning, and personal care. Applying Finite Mixture Modeling to a rich scanner dataset, latent classes of customers and their choice of grocery items on different days of the week are discovered and empirically validated. The model controls for consumer unobserved heterogeneity and demographic characteristics through mixing probabilities. Results uncover latent classes of grocery shoppers and their day of the week shopping day, their sizes, their product choices, mixing probabilities, and demographics. Findings offer retail promotion targeting guidelines for the identified latent classes in the food/drink, cleaning, and personal care groups. Analysis outcome provides marketing and managerial implications in identifying grocery store segments, handling store traffic, managing store promotion and pricing, and improving store layout.
  • A study on the reciprocal relationship between user perception and
           retailer perception on platform-based mobile payment service
    • Abstract: Publication date: May 2019Source: Journal of Retailing and Consumer Services, Volume 48Author(s): Jiyoon Lee, Min Ho Ryu, Daeho Lee With the development of the smartphone and mobile Internet, a platform-based mobile payment service has emerged that can handle all banking services with a smartphone alone. In the meantime, many studies have been made on the analysis of new emerging financial technologies. However, most studies have analyzed financial technologies from the consumer perspective, and there has been no analysis of the intention to accept the financial technology in terms of retailers. This study analyzes the factors affecting financial technology adoption from consumer and retailer perspectives respectively, and suggests an integrated model in which each adoption influences each other's demand from the perspective of the two-sided market.
  • Got a dollar' Locomotion orientation decreases the effect of defaults
           on charitable giving
    • Abstract: Publication date: May 2019Source: Journal of Retailing and Consumer Services, Volume 48Author(s): Kellie Crow, Frank Mathmann, Dominique Greer As retailers seek to enhance their fundraising capabilities at the checkout, many are debating whether to pair their donation appeals with default options. However, research on the effectiveness of defaults remains conflicted and individual differences among consumers are largely ignored. Addressing this, an experiment was conducted to demonstrate that individual differences in locomotion, a motivation for control in decision-making, impacts the acceptance of defaults, and thus actual donations. Low locomotion was found to increase donations in the presence of defaults. This finding allows marketers to better target customers with defaults in donation appeals and achieve greater fundraising success.
  • The role of satisfaction on customer reuse to airline services: An
           application of Big Data approaches
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Eunil Park After customer satisfaction was indicated as one of the significant factors in service success in competitive markets, a large number of scholars investigated the effects and components of customer satisfaction on a customer's service experience. This study explores both general and concrete components of customer satisfaction of airline services, and it investigates the determinate role of satisfaction on customers' intention to reuse the services, incorporating a research model that includes perceived cost values. In order to address this point, the current study analyzes the dataset of about 130,000 customers' responses regarding airline services and investigates the effects of detailed customer satisfaction information on their intention to reuse the service. The results examined by the structural equation modeling method show that customer satisfaction in online airline services and customer in-flight experiences play decisive roles in overall customer satisfaction, and there is a notable relationship between overall satisfaction and the intention to reuse the service. Moreover, perceived cost values have negative effects on the intention and overall satisfaction. The empirical and theoretical implications of the study are identified from the structural results and findings.
  • Up the ante: Electronic word of mouth and its effects on firm reputation
           and performance
    • Abstract: Publication date: Available online 17 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Tahir M. Nisar, Guru Prabhakar, P. Vigneswara Ilavarasan, Abdullah M. Baabdullah Prior management research on firm reputation has acknowledged the importance of word of mouth (WOM) in influencing key choices made by businesses, as well as by individuals. In recent developments, Internet-based WOM forums aggregate vast amounts of information relevant to firm strategy and operations. For example, online social media communities aggregate information generated by both the firm (i.e. firm-generated content FGC) and users (i.e. user-generated content UGC). We theorize that FGC and UGC generate reputation benefits for a company in the form of two intermediate information mechanisms: information diversity and valence. We first undertake a qualitative content analysis to investigate the extent to which FGC and UGC generate information diversity and valence. We then test the hypothesis that both information diversity and valence increase a firm's financial performance. Our findings show that electronic WOM as transmitted through social media communities enhances a firm's reputation and thereby its performance through both these effects (i.e. embedded information and valence). We thus fully delineate the determinants of ‘good reputation’ in these social environments. As part of our robustness checks, we also consider the impact of price and quality, the two specific FGC components, on firm performance. Our findings further confirm these relationships.
  • Do enriched digital catalogues offer compelling experiences, beyond
           websites' A comparative analysis through the IKEA case
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Marion Garnier, Ingrid Poncin Technology supports digital versions of catalogues, enriched with rich media tools, in an effort to create compelling consumer experiences. Yet these digital catalogues also share several similarities with websites, so why display both' Digital enriched catalogues could be promising to generate a compelling experience for consumers. However, is it really the case' To determine why retailers might use digital catalogues, what experiences consumers encounter, and the effect of the related enrichments, this study compares an enriched digital catalogue to a website, using a dual approach that spans both utilitarian and experiential perspectives. Two experiments, conducted with French and Belgian consumers, focus on the case of IKEA's enriched digital catalogue and website. The results indicate that though the digital enriched catalogue does not quite live up to its experiential promises, it features differences relative to the website, with implications for consumer usage and behavioral intentions.
  • Does parasocial interaction with weight loss vloggers affect
           compliance' The role of vlogger characteristics, consumer readiness,
           and health consciousness
    • Abstract: Publication date: Available online 11 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): MD Nazmus Sakib, Mohammadali Zolfagharian, Atefeh Yazdanparast Drawing on the notion of parasocial interaction (PSI) and the social comparison theory, this experimental research examines how nutritionist video bloggers (vloggers) influence consumer compliance intentions toward healthy, weight-loss diets. Drawing on two samples (Mexican Americans and White Caucasians) and using structural equation modeling and mediation analysis, this research highlights vloggers’ credibility and physical attractiveness, but not homophily, as salient source characteristics that influence PSI, which in turn reinforces compliance intention. Moreover, consumer readiness, consisting of role clarity, ability, and motivation, serves as a partial mediator of the PSI–compliance intention relationship. Lastly, consumer health consciousness emerged as a significant moderator of the PSI–compliance intention relationship among White Caucasians, but not among Mexican Americans. The findings and their implications are discussed.
  • Are customers still with us' The influence of optimum stimulation
           level and IT-specific traits on mobile banking discontinuous usage
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Philip Avornyo, Jiaming Fang, Collins Opoku Antwi, Michael Osei Aboagye, Evans Asante Boadi Information Systems (IS) and the platforms they provide can be conceived of as a stimulus which engenders customers’ reactions. In this respect, banks could benefit from a keen understanding of consumers’ individual needs in the context of their personality traits in their efforts to optimize the use of IS for service development and management. In accordance with this, the present study adopted the Trait Hierarchical Model (THM) and the Optimum Stimulation Level Theory (OSLT), to explore (1) the influence of Optimum Stimulation Level (OSL), a broad personality trait that determines individuals’ need for stimulation on Mobile Banking Discontinuous Usage Intentions (MBDUI), (2) the mediating effects of stable IT-specific traits – Microcomputer Playfulness (MCP) and Personal Innovativeness in Information System (PIIT) on the OSL – MBDUI relations and (3) the interaction of Perceived Ease of Use (PEOU) on the direct and indirect OSL – MBDUI relation. The findings supported most of the hypothesized paths, buttressing the theoretical underpinnings of the THM as well as the OSLT, and empirically extending the OSL framework. The study further outlines practical measures for m-banking service management and directions for future studies.
  • The influence of identity-driven customer engagement on purchase intention
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Catherine Prentice, Xiao Yun Han, Lian-Lian Hua, Lin Hu Drawing on social identification theory and motivation of expectancy, the current study examines the relationship between social identification, customer engagement and purchase intention in the context of online communities. Social identification is operationalised into person-to-person and person-to-community identifications, whereas customer engagement into attitudinal and behavioural engagement. This study was undertaken with members from two of the most popular online communities in China. The study confirms that identifying with other members of the online community is significantly related to identification with the community; both identifications have a significant impact on customer engagement, which can lead to purchase intention.
  • Let me entertain you – Increasing overall store satisfaction through
           digital signage in retail waiting areas
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Marion Garaus, Udo Wagner Despite the growing interest in waiting perception management, no study has yet explored how environmental distracters in retailing waiting areas influence overall store satisfaction. This field experiment revealed that digital signage mounted at the checkout area of a grocery store positively influenced overall store satisfaction by distracting shoppers from monitoring queuing time. The presence of a digital signage system reduced the perceived waiting time while also creating favorable waiting experiences. However, only the latter influenced store satisfaction. This research highlights the importance of creating favorable waiting experiences.
  • The influence of tourism experience and well-being on place attachment
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Sera Vada, Catherine Prentice, Aaron Hsiao Place attachment is significant in tourism marketing as it influences revisit intentions and destination loyalty. Drawing upon the Place Attachment theory, this study examines how memorable tourism experiences and well-being influences destination attachment in tourism. Well-being is operationalized as hedonic and eudaimonic well-being. Data was collected from 430 recent travellers to investigate the relationship between memorable tourism experiences, hedonic and eudaimonic well-being, and place attachment. The frequency of visits was included in the investigation as a moderating variable. The results show that memorable tourism experiences significantly influences place attachment, and that hedonic and eudaimonic well-being fully mediates this relationship. The frequency of visits do not influence these relationships. Tourists develop an attachment to a destination when their experience is memorable, satisfying and enhances their purpose and meaning in life. This study contributes to the literature on destination attachment and positive psychology. Discussion of the study findings and implications for academics and practitioners conclude the paper.
  • An equity theory perspective of online group buying
    • Abstract: Publication date: Available online 2 January 2019Source: Journal of Retailing and Consumer ServicesAuthor(s): Weng Marc Lim This article presents a purchase equity model for online group buying (OGB) to examine the antecedents and consequences of OGB behavior. The study tests 458 usable responses collected by means of mall-intercept systematic sampling from consumers who had previously participated in OGB against the purchase equity model using structural equation modeling. Drawing from both input constructs (perceived sacrifice and perceived risk) and output constructs (perceived benefit and perceived quality) for equity, the findings support the purchase equity model. The findings show the significance of perceived sacrifice, perceived risk, perceived benefit, and perceived quality on consumer perceptual evaluations of purchase equity in OGB. The results suggest that OGB marketers and site operators should focus on promoting perceived benefits (value for money, good selection of products and services, convenience) and perceived quality (ease of use, aesthetics, prompt processing speed) and implementing measures that reduce consumers’ perceived sacrifice (monetary, time, effort) and perceived risk (security, privacy, purchase redemption, purchase delivery) in OGB.
  • Social commerce as social networking
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Ahmed Doha, Nada Elnahla, Lindsay McShane Behavioral intention toward social commerce has been explained mainly by consumers’ pursuit of utilitarian and economic value. However, in this paper, we show that consumers can be drawn to social commerce primarily for the pursuit of social value. Based on quantitative data from 193 university students, we found the pursuit of socialization, not usefulness or value, was the main driver for consumers’ behavioral intention toward social commerce services. The results of this study demonstrate social commerce as a vehicle for social value in the form of social capital gains and social engagement. This presents a new use of social commerce and shifts away from understanding it solely as a vehicle for functional or economic value.
  • What drives consumers to certain retailers for organic food purchase: The
           role of fit for consumers’ retail store preference
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Jiyoung Hwang, Jae-Eun Chung Consumers’ responses to organic foods have been widely researched. However, despite increasing competition among retail chains selling organic foods, little is known about how consumers choose stores for organic food buying. This study fills this important research gap by examining the role of perceived fit between retailers and organic food in US consumers’ choice of retail store for organic food buying. We also investigate antecedents of fit perception and how age-driven differences (younger vs. older consumers) interplay with the role of fit. The data were collected from both younger and older consumers through web-based surveys employing a realistic context of organic food purchases at a retail chain, Walmart. Social desirability bias was incorporated. The results evidence significant moderating roles of retailer-organic food fit in two specific attitudes: attitude toward organic food and attitude toward a retail chain. Store quality is a significant antecedent of fit between retail chain and organic food, but price perceptions and consumer beliefs about corporate social responsibility-corporate ability are not. The moderating role of retail chain-organic food fit is different for younger vs. older consumers. This study provides insights into the significance of matching the image between retailers and organic products (i.e., fit). Also, the proposed model can be applicable to the contexts of fit between retailer and other specialty products. The findings provide insights into how to more effectively attract consumers for organic food purchases through matching brand/product image.
  • Online customers’ habit-inertia nexus as a conditional effect of
           mobile-service experience: A moderated-mediation and moderated
           serial-mediation investigation of mobile-service use resistance
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Jacques Nel, Christo Boshoff Retail managers are grappling with the problem to convert online shoppers to mobile shoppers. Therefore, this study investigates how mobile shopping-service experience can lower mobile-service use resistance by disrupting online shoppers’ habit-inertia behavior. The moderation results showed that mobile-service experience (1) using the retailer’s mobile service for product information; (2) buying products using other retailers’ mobile service decreases the positive (but undesirable) influence of habit on online-service inertia. Moderated-mediation and moderated serial-mediation results suggest that the positive indirect effects of online-service use habit on mobile-service use resistance through online-service inertia and mobile-service relative-advantage perceptions decrease as the two moderators increase.
  • Unfolding the characteristics of incentivized online reviews
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Ana Costa, João Guerreiro, Sérgio Moro, Roberto Henriques The rapid growth of social media in the last decades led e-commerce into a new era of value co-creation between the seller and the consumer. Since there is no contact with the product, people have to rely on the description of the seller, knowing that sometimes it may be biased and not entirely true. Therefore, review systems emerged to provide more trustworthy sources of information, since customer opinions may be less biased. However, the need to control the consumers’ opinion increased once sellers realized the importance of reviews and their direct impact on sales. One of the methods often used was to offer customers a specific product in exchange for an honest review. Yet, these incentivized reviews bias results and skew the overall rating of the products.The current study uses a data mining approach to predict whether or not a new review published was incentivized based on several review features such as the overall rating, the helpfulness rate, and the review length, among others. Additionally, the model was enriched with sentiment score features of the reviews computed through the VADER algorithm. The results provide an in-depth understanding of the phenomenon by identifying the most relevant features which enable to differentiate an incentivized from a non-incentivized review, thus providing users and companies with a simple set of rules to identify reviews that are biased without any disclaimer. Such rules include the length of a review, its helpfulness rate, and the overall sentiment polarity score.
  • Using the Eyberg Child Behaviour Inventory to investigate Pester Power
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Bill Page, Anne Sharp, Larry Lockshin, Herb Sorensen Much research focuses on the “power” side of “pester power”, with the assumption being that all requests are unwanted. Focusing on children aged under approximately 14 years old, and using recordings of 89 shopping trips, this paper uses the Eyberg Child Behaviour Inventory (new to the marketing literature) to investigate the “pester” aspect further and finds that, by and large, most trips are conducted without extreme child behaviours being exhibited. A third of children exhibit whining, and the remainder of scale items have low incidence of occurrence. These behaviours are also not found to be related to product requests. Roughly eighty percent of children made a request, and a fifth of these requests were granted. Parents do overall exercise power as gatekeepers for the food their children eat and do appear to exercise this power in-store in addition to regulating their disruptive behaviour. Future research needs to consider the wider opportunities children have to influence their parents and their influence in other retail contexts outside grocery shopping.
  • Psychological mechanisms of brand love and information technology identity
           in virtual retail environments
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Tseng-Lung Huang The extant literature on augmented-reality interactive technology (ARIT) has not addressed the capability of this new technology on enhancing brand love, an important driver for consumers’ long-term dedication to an e-retailer or online brand. In particular, no studies have directly compared ARIT and non-ARIT (such as traditional webpage browsing) e-shopping environments in terms of their effects on brand love formation. The present study conducts an experiment to provide the evidences of the difference in brand love fostering effects between the two shopping environments. Moreover, this study elucidates the psychological mechanism of brand love formation, indicating that the characteristics of ARIT—ownership control and rehearsability—may engender self-referencing, which further fosters information technological identity, then results in brand love. The research results may help e-retailers and online brand managers to select proper ARIT technology to shape brand love and create an effective online simulation experience.
  • User engagement for mobile payment service providers – introducing the
           social media engagement model
    • Abstract: Publication date: Available online 13 December 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Purva Grover, Arpan Kumar Kar Twitter is being used by mobile wallet firms for customer acquisition, relationship management, marketing and promotional purposes. This study examines service advertisement and promotional tweets by mobile wallet firm's on Twitter. For this study, timeline data of top four mobile wallet firms of India, Paytm, MobiKwik, Freecharge and Oxigen Wallet were extracted from their Twitter screen (firm generated tweets). The user generated tweets were also extracted, using the search terms as firm's name. This study proposes a Social Media Engagement model for understanding user dynamics. The study provides three interesting inputs for promotional marketing tweets, firstly, firm should post mix of the tweets with respect to content type (i.e. informational, entertainment, remuneration and social). Secondly, a periodic campaigning is needed by the firms; and lastly, firms should focus on increasing their network size. The implications of these findings can help firm's managers and marketers in planning effective social media marketing campaigns.
  • Developing in-store brand strategies and relational expression through
           sales promotions
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Sarah Mussol, Philippe Aurier, Gilles Séré de Lanauze This paper explores in-store sales promotion as a tool for manufacturers in developing in-store relationships with consumers. Our empirical application in the ice cream category examines the effects of sales promotions (non-monetary vs. monetary) on perceived brand expression. The results show that non-monetary promotions generate more relational benefits than price-based promotions. They appear to be a significant lever in developing relationships with consumers within the supermarket retail channel, where brands have no formal control over their distribution. Such sales promotions convey brand willingness to develop relationships during in-store encounters. This research identifies sales promotion programs as tools for influencing the consumer–brand relationship within the supermarket retail context.
  • Consumer preferences for beer attributes in Germany: A conjoint and latent
           class approach
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Stephan G.H. Meyerding, Alexander Bauchrowitz, Mira Lehberger Despite high marketing expenses by large breweries, the traditional German beer market has been declining for many years. The development may be related to reasons such as demographic change or increased health awareness. In a changing market, it is especially important to gain a precise knowledge of these variables. The aim of this study is to identify the attributes of beer that are crucial to the purchasing process and to segment the German market for beer. For this purpose, a conjoint analysis was carried out with a subsequent latent class analysis. As a result of the latent class analysis, three consumer segments were identified. In addition to achieving results from the conjoint analysis, the segments were characterized by sociodemographic status, beer-related questions, and results from a food-related lifestyle approach.The study sample was representative in terms of gender and age for the market of German beer drinkers (N = 484). The attributes of beer type, price, and origin were of importance for the selection of beer across all segments. Differences between the segments represented, in particular, the preferred type of beer as well as preferences for organic, calorie-reduced, and imported beer. The latter three characteristic specifications were relevant in only one of the three segments. This study provides evidence for a slowly changing German beer market.
  • Dining alone or together' The effect of group size on the service
           customer experience
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Amélie Clauzel, Nathalie Guichard, Caroline Riché Within the broader field of consumer experience of services, this paper addresses the impact of the size of a group of consumers sharing the same meal experience in a restaurant. This research is based on the quantitative analysis of sales receipts from 2753 restaurants tables. Multinomial logistic regression models and variance analysis show that the individual spend per guest depends on the number of guests per table. They also reveal that the proportion of prix-fixe menus ordered by table (vs. à-la-carte) is mostly maximized for meals taken as a couple and minimized for meals taken alone, depending on restaurant settings.
  • Corporate social responsibility as a determinant of corporate reputation
           in the airline industry
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Eunil Park This study explores activities in corporate social responsibility (CSR) and their effects on corporate reputation in the airline service industry. It also proposes two factors of customer attitude and satisfaction, as moderators between corporate reputation and CSR. Using data of 967 airline service users and structural equation modeling, the study finds that higher degree of economic responsibility results in improved customer attitude and satisfaction. Moreover, while environmental responsibility has notable effects on customer attitude and satisfaction, corporate reputation is significantly determined by customer attitude and satisfaction. The study presents limitations and suggestions based on its findings and implications.
  • Can two negatives make a positive' Social exclusion prevents carryover
           effects from deceptive advertising
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Hamed Aghakhani, Kelley J. Main This research examines the interactive effects of two negative experiences that consumers can face: feelings of distrust generated by deceptive advertising and social exclusion. Our findings reveal a previously undocumented positive effect of social exclusion. Across two experiments, our findings demonstrate that social exclusion prevents the negative effects of deception from carrying over onto other, honest advertisement. Moreover, this research shows that meaninglessness serves as the underlying mechanism for this interaction effect.
  • Mirror, mirror, on the menu: Visual reminders of overweight stimulate
           healthier meal choices
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Tobias Otterbring, Poja Shams This study examined whether viewing an overweight (vs. normal weight or no) female on a food menu influences women’s visual attention toward healthy and unhealthy menu alternatives and, in turn, their actual food choices. Participants (N = 121) viewed a food menu depicting healthy and unhealthy food options, with their calorie content stated, and selected the food option they were most willing to eat. Depending on condition, the menu featured an overweight female (unhealthy), a normal weight female (healthy), or no female (control). Participants in the unhealthy condition looked more at healthy (vs. unhealthy) meal alternatives than participants in the other conditions and were more inclined to choose healthy food options with lower calorie content, with visual attention toward healthy and unhealthy meal alternatives mediating the effect of experimental condition on calorie content and food choices. These results suggest that exposure to overweight women in food settings may make customers more motivated to choose healthier meals.
  • A business application of RTLS technology in Intelligent Retail
           Environment: Defining the shopper's preferred path and its segmentation
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): N. Ferracuti, C. Norscini, E. Frontoni, P. Gabellini, M. Paolanti, V. Placidi Over the last few years, shopper behaviour analysis in the retail environment has become an interesting topic both for managers who want to see the tangible impact of their trade marketing activities and researchers who are trying to identify new patterns or confirm known trends in this field. In such a context, technologies today play a central role, because of the possibility of implicitly observing how shoppers move inside the store, and collecting a wide data-set, through an unbiased approach, free from distortion. In this paper, we will describe the major outcomes from a study based on data collected through an innovative technology, Real Time Locating System (RTLS). We base our conclusions on a data-set, collected over three months of observations, composed of more than 18 million records transmitted by RTLS tags, monitoring the entire path of each shopper throughout the entire store area. The outcomes of our study are 1) the identification of the store's best performing areas based on traffic and dwell time metrics, 2) the development of a novel method to estimate the probability of in-store shopper paths and 3) a preliminary shopping trip segmentation.
  • What are the triggers of Asian visitor satisfaction and loyalty in the
           Korean heritage site'
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Hossein G.T. Olya, Choong-Ki Lee, Yong-Ki Lee, Yvette Reisinger Based on complexity theory, this study examines a configurational model that uses motivation antecedents and demographic configurations to explore the causal recipes that lead to high and low levels of Asian visitor satisfaction and loyalty. Data were collected from 183 Chinese and Japanese visitors to the Hanok heritage site in Seoul, South Korea. Asymmetrical modeling using a fuzzy-set qualitative comparative analysis was applied and a combination of desired behavioral outcomes identified. Hanok experience from the motivation configuration and gender from the demographic configuration appeared as necessary conditions to make visitors satisfied and loyal. Key tenets of complexity theory are supported by the study's findings.
  • Can I surprise myself' A conceptual framework of surprise self-gifting
           among consumers
    • Abstract: Publication date: Available online 6 December 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Aditya Gupta, Meike Eilert, James W. Gentry Consumers frequently purchase self-gifts, i.e. gifts for themselves, for a variety of reasons. Recently, certain items bought as self-gifts have begun to incorporate an element of surprise, as in the case of subscription boxes. Little is known to date, however, about how surprise can influence the self-gifting process. Through a qualitative study, we develop a multi-stage framework illustrating how surprise: (a) transforms the initial stages through heightened anticipation and immersion, and (b) bifurcates the final stage depending on the outcome valence, i.e. positive or negative surprise. Implications for manufacturers and retailers of such products and experiences are then discussed.
  • Competent or threatening' When looking like a
           “salesperson” is disadvantageous
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Aaron D. Arndt, Kenneth R. Evans, Ziniya Zahedi, Emmyrose Khan It is unclear why customers perceive some salespeople to be helpful and others to be threatening. Salesperson stereotypes are often considered negative and threatening; however, salesperson stereotypes may also be positive and professional. Based on the concepts of stereotype threat and compound stereotyping, this research proposes that customers form opinions about the threat posed by specific salespeople based on: (1) the extent to which they feel threatened by stereotypical salespeople in an industry, (i.e., stereotype threat), and then (2) the degree to which the salesperson's appearance matches customer stereotypes about salespeople for that industry. Salesperson stereotypes are viewed negatively when they elicit a stereotype threat in customers and viewed positively when they do not. This research investigates an alterable appearance characteristic, salesperson attire, and a fixed demographic characteristic, salesperson gender, using three experimental studies and a field study. When salespeople belong to a demographic that is considered threatening to a particular customer, they can wear less formal attire to avoid stereotype threat. When salespeople are not considered threatening, they should conform to salesperson stereotypes of professionalism.
  • Consumer responses to planned obsolescence
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Volker G. Kuppelwieser, Phil Klaus, Aikaterini Manthiou, Othman Boujena Companies use planned obsolescence as a central marketing strategy to motivate their customers to (re)buy new and upcoming products. These companies try to increase their revenue and profit by reducing the value of a product's older version. While previous literature focuses on companies’ perspectives of strategic choice, economic or ecological impact, and innovation management, this paper highlights the customer's perception of planned obsolescence. In presenting three studies, the paper finds that a planned obsolescence strategy harms customers’ value perception and ultimately their willingness to pay. By adding customer-related evidence to the discussion, the paper questions companies’ planned obsolescence strategies and opens up a potentially rewarding avenue for further research.
  • Clicking the boredom away – Exploring impulse fashion buying
           behavior online
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Malin Sundström, Sara Hjelm-Lidholm, Anita Radon This paper presents a Swedish case study focusing on online shopping and impulse purchases of fashion. The paper contributes by bringing new light on the bored-state-of-mind's importance in impulse shopping, and provides insights for further research to examine the topic on a greater scale. Results reveal that young consumers’ impulse purchases of fashion items online are often motivated by boredom, and described in two dimensions: 1) Consumers are often responding to triggers that can break monotony and 2) Boredom occurs in a contextualized totality. When consumers are bored they are easily triggered by stimulus like price, easy access, and free delivery, and it is perceived as easy to click the boredom away. It is suggested that retailers choose a strategy based on customer value and satisfaction, as there is a lot to win by stepping away from price competition and instead satisfy customers by providing an opportunity to become less bored.
  • Examining the role of anxiety and social influence in multi-benefits of
           mobile payment service
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): JungKun Park, Jiseon Ahn, Toulany Thavisay, Tianbao Ren Although there has been a steady increase in the offering and promoting of mobile payment services, a slow uptake in adoption has been reported. This present study proposes a research model, grounded in mental accounting theory, investigating the intention to adopt mobile payment services by emphasizing the role of multiple benefits. A total of 361 valid responses were collected from potential U.S. mobile payment users through an online survey. Structural equation modeling was performed to test hypothesized relationships. Social influence and technology anxiety impacts on multiple benefits of mobile payment services, while the path relationship between technology anxiety, information security, and economic benefit are not significant. Convenience, enjoyment, and economic benefits positively impact attitudes, whereas experiential benefit has a negative impact. Overall, attitudes positively influence the intention to adopt mobile payment services. The findings inform mobile payment service providers about the important role of benefits in determining mobile payment services.
  • Amazon's approach to consumers’ usage of the Dash button and its effect
           on purchase decision involvement in the U.S. market
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Zahy B. Ramadan, Maya F. Farah, Danielle Kassab The Amazon Dash button is a technological innovation that allows consumers to re-order products at the press of a button. This study aims to test (a) the effects of the relational attributes of retailer's trust and love on the continued interaction with the Dash button, and (b) the effects of continued interaction on shoppers’ purchase decision involvement. The findings of this study indicate that the Dash button is a hard to replicate strategic tool as it entails consumers to have established a strong emotional and trustworthy relationship with the retailer beforehand.
  • Consumers’ attitude and adoption of location-based coupons: The case of
           the retail fast food sector
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Nizar Souiden, Walid Chaouali, Mona Baccouche This study builds on the theory of parallel distributed processing, Thaler's exchange theory, and the trust theory to extend our existing knowledge on the location-based coupons literature in the retail fast food sector. Based on several location-based coupons provided by fast food chains, a mock coupon was designed and an online survey was conducted on a sample of 228 Canadians. Attitude toward location-based advertising is found to be significantly determined by consumers’ trust and perception of control. Attitude toward location-based coupons, however, is driven by monetary benefits as well as convenience and hedonic motives. Attitude toward location-based coupons is significantly predicted by attitude toward location-based advertising. Both of them have a significant impact on consumers’ intention of using location-based coupons. The study provides strong evidence supporting Thaler's exchange theory according to which customers are motivated by monetary benefits as well as convenience and hedonic aspects.
  • Impacts of returns policy under supplier encroachment with risk-averse
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Bo Li, Yushan Jiang This paper investigates the effects of consumer returns policy and retailer’s risk aversion on the behavior of supply chain members under supplier encroachment. We build a theoretical model of a dual-channel supply chain consisting of a risk-neutral supplier and a risk-averse retailer. Both channels provide consumer returns service. We thus examine the optimal pricing decisions for the supplier and the retailer and analyze the impacts of consumers’ sensitivity to returns policy on firms’ pricing strategies, product demands and the performance under retailer’s different risk attitudes. We also consider the role of competition when consumers facing multiple suppliers or multiple retailers. It is shown that when consumers are too sensitive to the returns policy, providing consumer returns policy may hurt the online demand and the total demand. An increased risk aversion level of retailer may lead to a smaller expect utility for the retailer while a larger profit for the supplier. Surprisingly, the number of retailers does not affect the optimal decisions, only affects the competitive retailers’ expected utility. Furthermore, we find that a two-part tariff contract could coordinate the supply chain under the supplier encroachment when both members are risk-neutral.
  • Understanding complaint channel usage in multichannel retailing
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Marta Frasquet, Marco Ieva, Cristina Ziliani This study aims to understand customer patterns of channel usage to voice complaints to multichannel retailers. Data were collected from multichannel shoppers for apparel in Spain by means of an online survey. Latent Class Analysis on complaint channel (store, website, mobile app and social media) usage was performed. The analysis identifies four customer segments that use complaint channels differently. Channel dependencies emerged, particularly related to mobile app usage. The study then explores how the identified patterns are related to channel usage for information search and purchase and to the quality of the relationship with the retailer. Results provide theoretical and managerial contributions to the retailing field.
  • The impact of payment method on shopping behaviour among low income
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Luke Greenacre, Skye Akbar PurposeIt is well known that certain payment methods, such as credit and debit cards, can increase consumer spending. For many low income consumers, who cannot typically increase their spend, the relationship between payment method and spending has not been empirically examined. Using grocery store sales data, this research takes advantage of the introduction of a geographically-targeted Cashless Debit Card for welfare recipients in Australia to investigate the impact of payment methods on spending behaviour.Design/methodology/approachRecipients of government welfare and support payments were automatically enrolled into the Cashless Debit Card program, with 80% of their support payments deposited onto the card. The card prevented the withdrawal of cash money. The sales data from the local grocery store from the region where this program was implemented were obtained, as well as the data from two grocery stores from a control community in a similar region where the program was not implemented. The change in price elasticities of demand was then assessed.FindingsThe overall grocery market became more inelastic as a consequence of the introduction of the Cashless Debit Card, while total spend in-store remained stable.Research limitations/implicationsPrior research has shown that consumers spend more when using card versus cash payments. We extend that research to show that low income consumers do not spend more, but do become less responsive to price cues when grocery shopping with a card. The advantage of our research was the ability to identify a ‘moment’ when there was a switch from cash to card payments due to the introduction of the Cashless Debit Card program, and compare it with a similar location that was not subject to the program. However, limiting the research to only recipients of support payments may increase the effect size, and the true size of the change may be unique to different research contexts.Practical implicationsThe findings highlight to businesses that their current sales and promotions strategies may be less effective following the adoption of card payments by consumers. Campaigns will need to be more prominent or discounts deeper to produce the same uplift in sales as previously experienced. Policymakers encouraging the use of card payments will also need to accommodate this change in consumer behaviour, which may slightly reduce the amount of product consumers obtain for their dollar.Originality/valueThe impact of payment method on typical consumers has been considered; however, this research focuses on low income consumers whose more limited resources make them more vulnerable to changes in market conditions.
  • Understanding affiliation to cashback programs: An emerging technique in
           an emerging country
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Juliana Maria Magalhães Christino, Thaís Santos Silva, Erico Aurélio Abreu Cardozo, Alexandre de Pádua Carrieri, Patricia de Paiva Nunes The growth and the popularity of online shopping have boosted the digital marketing and affiliate strategies. In order to detect the factors that drive consumers to join cashback programs, this paper proposes a conceptual model based on the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2). To the original model were added the constructs: Ease of Use, Personal Capacity, Perceived Risk, and Behavioral Aspects. The proposed model was effective explaining 67.2% of its variance. The results contribute to theoretical and empirical understanding on the intention to use and actual use of cashback programs, providing considerations for business.
  • Should small-scale online retailers diversify distribution channels into
           offline channels' Focused on the clothing and fashion industry
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Min Ho Ryu, Yongsun Cho, Daeho Lee Distribution channels have changed rapidly with the advent of online channels, and many companies built an omni-channel by adding online channels to their existing offline channels. However, mall enterprises face difficulties in broadening their distribution channel due to budget constraints, and therefore, most of them still use only one channel, offline or online. To increase their revenue, small-scale enterprises need to decide which will be more efficient, using only one channel or using online and offline channels together. This paper uses stochastic frontier analysis to estimate the technical efficiencies of small-scale enterprises selling clothing or fashion items. In addition, this paper categorizes the enterprises into two groups, those that sell their products only though the online channel and those that use both online and offline channels (omni-channel companies), and compares the efficiencies of the two groups using a meta-frontier analysis. In the results, the omni-channel group is superior to the pure online channel group by 17% in terms of technology gap ratio. These results indicate that the value of offering customers a choice of channel affects the efficiency of a company's earnings, and that the company's channel choice increases the efficiency of resource allocation.
  • Will “no-ownership” work for apparel': Implications for
           apparel retailers
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Hyejune Park, Cosette M. Joyner Armstrong Collaborative consumption (CC) has significantly changed the way people consume resources from everyday goods to non-product assets. However, despite the rapid growth of CC, adoption has been slow in regards to apparel. Based on the endowment effect claiming that simply owning a good can enhance its perceived worth, this study proposes two deterrents of CC adoption including a sense of ownership and possession-self association, and hypothesizes that these constructs positively affect perceived risk of CC, which in turn impedes adoption intention of CC. Two additional moderators (consumers’ involvement with apparel products, consumers’ emotional attachment to apparel) in the relationship between possession-self bond and perceived risk were also suggested. An online self-administered survey was administered to 1,841 US respondents to test a research model including four different CC modes for apparel, finding support for the endowment effect as a potential barrier to consumer adoption of CC when ownership is removed. Specific managerial implications for CC retailers are provided.
  • Getting to know you: Social media personalization as a means of enhancing
           brand loyalty and perceived quality
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Tyler Shanahan, Trang P. Tran, Erik C. Taylor Social media has become one of the largest environments of human interaction, with more than 80% of Americans using social media and firm spending on social media marketing more than quadrupling in the past decade. Yet, little is known about the effects of ad personalization in the social media context. This research develops and tests a comprehensive model of personalized advertising in the development of consumer's brand perceptions using 242 responses collected from Amazon Mechanical Turk. Results suggest perceived personalization positively impacts consumer brand engagement and brand attachment, both enhance perceived quality and brand loyalty of brands advertised on Facebook.
  • Comparing two supermarket layouts: The effect of a middle aisle on basket
           size, spend, trip duration and endcap use
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Bill Page, Giang Trinh, Svetlana Bogomolova This paper aims to empirically establish the effectiveness of a supermarket layout with a middle aisle splitting all other aisles, compared to a ‘traditional’ layout (without a middle aisle). Two supermarkets in Australia were matched by size, turnover, population/location, and general layout, except that Store 2 had a middle aisle. The research aims to: (1) explore the shopper traffic entering and existing the middle aisle, and interaction with endcap promotions (which have effectively been doubled by the creation of the middle aisle in Store 2), and (2) compare the two stores based on basket size (in items and dollars) and trip duration. These are typical supermarket metrics, which might differ due to increased opportunities for impulse purchases from the extra endcap displays in the middle aisle. Despite the middle aisle, results show that all performance metrics are almost identical between the two stores on the overall level. However, the store containing the middle aisle sees a higher proportion of trips for under 15 items. Overall use of promotional ends of aisles is the same across both stores, meaning that the use of each endcap is effectively halved.This means that the presence of a middle aisle does not bring any additional value in terms of making the store easier or quicker to navigate. It may provide additional benefits to retailers in terms of giving more promotional space to manufacturers, at the expense of making each endcap half as likely to generate interest. Our additional analysis of the traffic flow near the endcaps suggests that, in most occasions, shoppers pass through the aisle as if there was no break. These results are useful insights to retailers considering remodeling an existing store and manufactures buying endcap space in a store with a middle aisle.
  • The role of airport service quality in airport and destination choice
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Catherine Prentice, Mariam Kadan The influence of service quality has received limited attention in the context of airport research. This study investigates whether airport service quality is related to airport and destination choice. Specifically, the study examines the relationship between airport service quality, passenger satisfaction, and behavioural intentions including airport reuse and destination revisit. The sample consists of departure passengers in major Australian airports. The results confirm that overall airport service quality is significantly related to airport reuse and destination revisit. Passenger satisfaction and reuse airport exert significant mediation effects between airport service quality and intended outcome variables. Discussion and implications of these findings conclude this paper.
  • The Devil might wear Prada, but Narcissus wears counterfeit Gucci! How
           social adjustive functions influence counterfeit luxury purchases
    • Abstract: Publication date: Available online 8 November 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Liem Viet Ngo, Gavin Northey, Quan Tran, Felix Septianto People buy counterfeit luxury goods for a range of reasons, including status and belonging. Previous research has shown these stem from an individual's value-expressive or social-adjustive attitudes. However, there appears to be limited research identifying a clear causal relationship between these and intention to purchase counterfeit goods, or how these attitude functions might be used to inhibit purchase of counterfeit luxury products. Using a mixed (survey/experiment) design, in two studies this research demonstrates an individual's social adjustive function has a positive influence on purchase intent for counterfeit luxury goods. However, the use of value expressive ad appeals can limit this effect on consumer decision making. The findings also demonstrate the existence of contingent effects across different levels of product involvement and product knowledge. The contingent effects help better understand the inconsistent findings in the literature regarding the influence of value-expressive and social-adjustive functions on counterfeit purchase intention, and shed light on the interplay among these variables.
  • Conceptualising and measuring consumer authenticity online
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Robert Davis, Kevin Sheriff, Kim Owen The aim of this paper is to conceptualize and measure consumer-based authenticity online and its relationship to consumption behavior, mediated and moderated by rational and experiential thinking. It is hypothesized that when consumers engage in online consumption behavior, authenticity is a multidimensional experience conceptualized and defined as: iconic, identification, practical/impersonal, production/situation, social, moral, pure approximate and virtuous-self, forms of the authentic experience. To test the hypothesized model, 491 usable responses were collected using a questionnaire through face-to-face interviews by random intercept interview method. The conceptual model was developed through confirmatory factors analysis (CFA) and structural equation modeling (SEM) using mediation and moderation analysis. The findings identify the importance of rational and experiential thinking to authentic consumption experiences. In experiential thinking there is a greater emphasis on the role of brands to enhance perceptions of fantasy, and symbolism linked to self. Rational thinking is dominated by brand-related information linking the brand to objective standards, original time of manufacture, history, and a commitment and feeling for its creator. Research implications are discussed.
  • Vertical integration maintenance commitments
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Pu-yan Nie, Chan Wang, Yong-cong Yang To meet the maintenance of durable goods, it is considered that maintenance commitments have a significant impact on consuming decisions. To make this article more realistic, we are devoted to address maintenance commitments for goods with high expenditures to maintain under vertical integration structure. Establishing Principal-agent model of the guarantee time limited to maintain these special goods, this article argues the existence of optimal contract. In the light of the principal-agent model, the net profit of the higher efficiency maintainer is positive while the lower efficiency one attains zero profit. The vertical merger is also discussed in this work.
  • The effect of the interaction between tariff modulation and transparency
           on the customer's dissatisfaction: The case of Tunisia
    • Abstract: Publication date: March 2019Source: Journal of Retailing and Consumer Services, Volume 47Author(s): Imen Zrelli, Haykel Demnati, Moez Ben Yedder The mechanisms whereby the transparency of tariff information counterbalances the dissatisfaction spawned by the application of tariff modulation in competitive service are unclear. This research examines the idea that transparency on tariff information can reduces dissatisfaction due to tariff modulation through both a negative direct effect and a negative moderation of the effect of tariff modulation. A survey was conducted to examine the conceptual model in the hospitality industry in Tunisia. Our results give credit to the proposed model by highlighting the positive impact of transparency on tariff information. Managerial implications are presented and discussed at the end of the paper.
  • The effect of benign and malicious envies on desire to buy luxury fashion
    • Abstract: Publication date: Available online 31 October 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Sandra Maria Correia Loureiro, Maria Alejandra Pinero de Plaza, Mehdi Taghian This study explores consumers’ desire for purchase of luxury fashion motivated by envy. Strong benign and malicious envies are psychological forces leading to action in various human endeavors including the purchase of products. Luxury fashion purchase and use in social settings motivated by envy is an attempt by some consumers to demonstrate social status and to claim success by targeting, matching, or exceeding the envied others. The conceptual models developed to guide this study enable comparing the influences of benign and malicious envies through the processes of admiration, affiliation and moral disengagement leading to the desire to purchase luxury fashion. Data collected from 202 shoppers in a mall intercept in Lisbon indicate that benign envy, as compared to malicious envy, is a stronger predictor of desire to purchase luxury fashion items and is a motivation to improve social image, project success and allow positive comparison with the desired social status. Theoretical and managerial implications are discussed.
  • Navigating the ‘retail apocalypse’: A framework of consumer
           evaluations of the new retail landscape
    • Abstract: Publication date: Available online 23 October 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Sabrina Helm, Soo Hyun Kim, Silvia Van Riper Strong signals exist for a permanent restructuring of retailing, where traditional physical retailers may not fully recover. Such transformation will have vast implications for consumers, the industry, and society in general. This study explores U.S. consumers’ evaluations of these profound changes sometimes referred to as the ‘retail apocalypse.’ Two studies, a content analysis of reader comments in response to articles featuring reports on large-scale store closures, and structured online consumer interviews, provide insights into consumers’ perspectives. We include consumer-derived explanations for the decline in physical retail, and the growth of online shopping, as well as anticipated consequences for both, individual consumers and society in general, in a conceptual framework. We find many consumers lamenting the disappearance of physical retailers. Most expect negative consequences for themselves and society. However, many consumers also describe physical retailers as often unable to deliver on basic retail functions, and many are accepting of a future with very few physical stores. Based on these findings, we develop practical implications for the retail industry and public policy, as well as future research opportunities.
  • Similarities and differences in Asian and Western travelers’ service
           performance measurement, evaluation and outcomes
    • Abstract: Publication date: Available online 25 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Gregory J. Brush As service firms look to international markets for growth opportunities, they often encounter consumers who have significantly different expectations and perceptions of service performance. Little is known of the relationships between service performance, price perceptions, satisfaction and behavioral outcomes in diverse cross-cultural consumer segments. Prior work also questions the equivalence in cross-cultural settings of service performance instruments developed in U.S. service environments. Using the international airline industry as the context, an industry-specific service performance instrument is developed and found invariant across Western and Asian settings. The results also reveal both similarities and differences in service performance evaluation and behavior across cultures. This study addresses the need for invariant service performance measures in order to be able to evaluate cross-cultural differences in service performance evaluation effectively; and the importance of service strategy differentiation for diverse cultural groups in international travel settings.
  • The impact of social media campaigns on the success of new product
    • Abstract: Publication date: Available online 24 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Daniela Baum, Martin Spann, Johann Füller, Carina Thürridl Social media platforms can be a promising tool for retailers’ marketing campaigns. Especially for the purpose of new product introductions, social media may facilitate social interaction and online word-of-mouth and therefore, may broaden the reach and accelerate the diffusion of information about the new product. The impact of online word-of-mouth communication and social interaction on consumer behavior has been extensively analyzed in previous research. However, little knowledge exists so far on the influence of social media campaigns on new product introductions. Therefore, the goal of this study is to analyze the impact of a social media campaign on the success of a new product introduction by using survey as well as behavioral data. The data stems from an online community related to a social media tryvertising campaign implemented to promote the introduction of new high-end binoculars. The results of a mediation analysis show that campaign-related factors positively influence consumers’ attitude toward the new product, which in turn mediates the positive influence on purchase intention and recommendation behavior. Furthermore, a post-hoc analysis shows the importance of community members’ activity on the success of the new product introduction.
  • The promise and perils of the peripheral psychophysiology of emotion in
           retailing and consumer services
    • Abstract: Publication date: Available online 24 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Mathieu Lajante, Riadh Ladhari In this paper, we call for a peripheral psychophysiology approach in order to fully unlock the potential of affective neuroscience in retailing and consumer services. We assume that using peripheral psychophysiological measures of embodied cognition and emotion such as facial EMG and skin conductance responses would greatly contribute to a novel understanding of consumers’ judgements, decision-making, and behaviors. To do so, it is necessary to overcome the difficulties formerly encountered in applying psychophysiological methods in marketing in order to contribute to an emerging stream of applied peripheral psychophysiology research. Accordingly, we answer three fundamental questions (What' How' When'). Afterward, we discuss three critical points (perils) researchers should carefully consider when applying peripheral psychophysiology measures in retailing and consumer services research.
  • Individual preferences of digital touchpoints: A latent class analysis
    • Abstract: Publication date: Available online 18 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Heli Hallikainen, Ari Alamäki, Tommi Laukkanen An extensive study of 2348 individuals’ preferences for digital touchpoints sheds light on the perceived importance of websites, email, search engines, chat, social networks, photo and video content communities, discussion forums and blogs. Latent class analysis reveals four distinct segments: anti-digital, anti-social media, majority, and digital channel enthusiasts. A detailed look at the characteristics of the segments, including their technology readiness, internet use, and demographic factors, shows that the greatest difference across the segments lies in their overall technology readiness. We find that functional touchpoints (email, websites, and search engines) are the preferred digital touchpoints among all the segments.
  • Consumers’ motives for visiting a food retailer's Facebook page
    • Abstract: Publication date: Available online 17 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Riadh Ladhari, Magalie Christelle Rioux, Nizar Souiden, Nour-Eddine Chiadmi This study aims to identify consumers’ motives for visiting the Facebook page of a food retail chain. Data were collected using an online survey of 1208 members of the FB page of a Canadian food retail chain. The results show that respondents’ main motives are to obtain information on discounted items, consult recommended recipes, enter contests, and learn about new products available in-store. Analyses identify informative, dynamism, and enjoyment values as the most important motives that influence attitudes toward the food retail chain's FB page. A further qualitative analysis of the FB pages of four supermarket chains supports these results.
  • Shoppers’ attachment with retail stores: Antecedents and impact on
           patronage intentions
    • Abstract: Publication date: Available online 14 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Vishag Badrinarayanan, Enrique P. Becerra Systemic changes are transforming traditional brick-and-mortar retailing, with some venerable retailers closing some or all of their stores, others reinventing store layouts and shopper engagement tactics, and, interestingly, the migration of erstwhile online-only retailers to the physical retail landscape. Given these changes, it is imperative for brick-and-mortar retailers to identify newer customer relationship mechanisms that motivate patronage intentions. Drawing from research on consumer-brand relationships, this study introduces store attachment as a second-order relational construct comprising of store-self connection and store prominence. Subsequently, for store attachment, cognitive and emotional antecedents as well as consequent influence on store patronage intentions are hypothesized and tested. Based on the findings, implications are offered for retailing researchers and practitioners.
  • Digital product presentation, information processing, need for cognition
           and behavioral intent in digital commerce
    • Abstract: Publication date: Available online 14 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Minjeong Kim The purpose of this experimental study was to examine the effects of digital product presentation on consumer information processing and behavioral intent in apparel e-retailing contexts. The Stimulus-Organism-Response Model and Dual Coding Theory were used as theoretical frameworks. This research employed a 2 (visual: large vs. small) x 2 (verbal: concrete vs. abstract) between-subjects factorial design and included Need for Cognition as a moderator. Research findings showed that verbal stimuli which varied in concreteness of product descriptions were more effective in evoking both imagery and discursive processing than were visual stimuli which varied in sizes. Imagery processing was positively associated with behavioral intent. A significant moderating role of need for cognition was found.
  • Return policies and O2O coordination in the e-tailing age
    • Abstract: Publication date: Available online 14 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Ruiliang Yan, Zhi Pei Return policy is a strategic tool widely used by firms to build long-term relationship with their consumers. We develop a novel O2O (online to offline) competition model to address how the competitive return policies can be employed to coordinate the O2O distributions under the manufacturer – traditional retailer supply chain where the manufacturer opens an online channel to compete with the traditional retailer. Our results show that utilizing the revenue sharing plus profit sharing mechanisms, the manufacturer and the traditional retailer can employ different return policies for their respective channels to coordinate the O2O distributions and achieve a Pareto solution for all parties in a manufacturer - traditional retailer supply chain. Particularly when the product is becoming increasingly compatible with online sales, the value of the differential of return policies would further increase for both the manufacturer and the retailer.
  • Enhancing brand relationship performance through customer participation
           and value creation in social media brand communities
    • Abstract: Publication date: Available online 14 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Jamie Carlson, Jessica Wyllie, Mohammad M. Rahman, Ranjit Voola Extant research highlights novel opportunities in co-opting customers to co-create value through their participation in the brand experience. However, relatively little is known about how customer participation (CP) affects value creation and brand relationship performance outcomes in social media brand communities in the retailing sector. This study applies Service Dominant Logic and the consumption value theory to examine how retail customers derive value from CP in social media brand communities. Empirical results from 584 consumers confirm the CP influence on functional value, emotional value, relational value and entitativity value, which translate to brand relationship performance outcomes. The theoretical framework provides novel insights to marketing managers in understanding how CP can contribute to a retail brand's value creation efforts, and how these value creating efforts contribute to brand building for retailers.
  • Modelling the relationship between hotel perceived value, customer
           satisfaction, and customer loyalty
    • Abstract: Publication date: Available online 11 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Mohammed Ismail El-Adly This study using structural equation modelling (SEM) investigates the relationship between the dimensions of customer perceived value, customer satisfaction, and customer loyalty in the context of hotels. The main procedure of this study was to conceptualise hotel perceived value as a multidimensional construct of seven dimensions with both cognitive and affective aspects. Five out of these seven dimensions; specifically, the self-gratification, price, quality, transaction, hedonic dimensions were then found to have a significant direct positive effect on customer satisfaction and/or customer loyalty. Two dimensions of hotel perceived value (aesthetics, prestige) were found to have no significant direct positive effect either on customer satisfaction or customer loyalty. It was also found that four hotel perceived value dimensions (hedonic, price, quality, transaction) had an indirect significant positive effect on customer loyalty through customer satisfaction as a mediator. Finally, customer satisfaction was found to have a direct positive effect on customer loyalty.
  • The role of cognitive age in explaining mobile banking resistance among
           elderly people
    • Abstract: Publication date: Available online 11 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Walid Chaouali, Nizar Souiden This study investigates mobile banking resistance among elder individuals. More specifically, and on the basis of cognitive age as a moderator, a multigroup analysis was conducted to compare the relationships between psychological and functional barriers. Data was collected from 425 elder mobile banking non-users, and SmartPLS 3 was used to assess the structural model and run a multigroup analysis. The results indicate that tradition and image barriers affect usage, value, and risk barriers. In turn, all barriers influence resistance behavior. Furthermore, cognitive age was found to moderate these relationships. The study sheds light on the relationships between psychological and functional barriers and their effects on resistance behavior. In addition, it highlights the heterogeneity between cognitively young elders and cognitively old elders regarding their perceptions of mobile banking barriers.
  • Gamified in-store mobile marketing: The mixed effect of gamified
           point-of-purchase advertising
    • Abstract: Publication date: Available online 11 July 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Johan Högberg, Poja Shams, Erik Wästlund This study investigates the effect of gamification on in-store mobile advertisement. More specifically, it investigates the effect of gamification on the inclination to act on offers gained at point of purchase. For this purpose, a field experiment was conducted at a supermarket, where real customers were recruited. Eye tracking, smartphone activity logging and choice were used to investigate the customers’ behaviour. The results reveal that gamification is not always useful for increasing the tendency to act on offers. In fact, engagement in a gamified shopping task is needed; otherwise, the tendency to act on offers might even decrease when gamifying.
  • ‘Touch it, swipe it, shake it’: Does the emergence of haptic touch in
           mobile retailing advertising improve its effectiveness'
    • Abstract: Publication date: Available online 1 June 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Rory Francis Mulcahy, Aimee S. Riedel This article illustrates that haptic touch, the sensation of gaining and sending information through the hand, can improve mobile retailing advertisements’ effectiveness. To date, (haptic) touch has been predominantly thought of as a sensation only possible for physical retail settings, with limited theoretical or empirical evidence of its existence in mobile retailing advertising in the current literature. This study presents a model which includes interactivity, value, involvement, brand attitude and purchase intentions in a singular model for the first time. The model is comparatively examined across haptic touch (n = 303) versus non-haptic touch (n = 359) conditions using structural equation modelling (SEM) multi-group test of invariance. The findings demonstrate haptic touch improves the experience of advertisements and this strengthens purchase intentions, whereas for the non-haptic touch condition, results demonstrate the actual brand being advertised should be leveraged to increase purchase intentions. These findings present a new theoretical perspective that haptic touch is now a sensation which can be engaged in mobile and digital retail settings and provides an important foundation for future research.
  • Consumer need for mobile app atmospherics and its relationships to shopper
    • Abstract: Publication date: Available online 29 March 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Yoojung Lee, Hye-Young Kim This study developed and tested a conceptual model delineating the interrelationships among hedonic shopping orientation, consumer need for mobile app atmospherics, entertainment gratification, mobile irritation, and intention to reuse mobile apps for apparel shopping. A total of 216 U.S. mobile shoppers in the age range of 18–34 participated in the study. Consumers with a higher need for mobile app atmospherics tended to experience increased entertainment gratification and reduced irritation in using mobile apps. Hedonic shopping orientation was found to be an antecedent of consumer need for mobile app atmospherics. However, hedonic shoppers’ mixed emotions toward mobile apps were confirmed through the positive influences of hedonic shopping orientation on both entertainment gratification and irritation. Consumer need for mobile app atmospherics played a significant role in predicting the intention to reuse mobile apps for apparel shopping, along with entertainment gratification and mobile irritation. This study extended the research scope of mobile shopping behavior and provided implications for mobile app retailing.
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Heriot-Watt University
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