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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  [3163 journals]
  • Determinants of customers' intentions to use hedonic networks: The case of
           Instagram
    • Abstract: Publication date: January 2019Source: Journal of Retailing and Consumer Services, Volume 46Author(s): Bahri-Ammari Nedra, Walid Hadhri, Mariem Mezrani The emergence of the internet is a challenge for classical economic analysis, as it has a huge impact on people's habits and also on their living standards all over the world. In recent years, a particular attention has been paid to the study of the effect of Internet use and in particular, the impact of social networks on consumer behavior. The aim of this study is to develop a specific model that examines the impact of hedonic technology, such as Instagram, and integrates for the purpose some social factors. The key studied factors are eschewed by the Technology Acceptance Model (TAM). These are perceived pleasure and social identity. In addition, this paper tries to explore social CRM and provide theoretical and practical implications. This study tries also to validate the results of a first study by using a qualitative study. The results confirm the positive effect of perceived pleasure, social identity (cognitive, affective and evaluative) and perceived ease of use on intention to use Instagram. However, we found no empirical support for the significant and positive effect of perceived usefulness on the intention to use social networks. The results of the qualitative study could not validate the impact of perceived usefulness on the intention to use Instagram. The valuable insights gained from this study can be used to improve management practices and to help companies to develop more effective intervention programs to attract, encourage, motivate and influence their potential clients to participate in their social CRM programs.
       
  • Is less more or a bore' Package design simplicity and brand
           perception: an application to Champagne
    • Abstract: Publication date: January 2019Source: Journal of Retailing and Consumer Services, Volume 46Author(s): Manon Favier, Franck Celhay, Gaëlle Pantin-Sohier Packaging design as a medium for brand communication has a strong impact on the point-of-purchase decision. Therefore, marketers need a keen understanding of how packaging design influences brand perception. Although many studies have investigated the impact of design elements like color or typeface, few have examined the impact of holistic variables like the degree of elaborateness. This study proposes to fill this gap by investigating the influence of the degree of simplicity/complexity in package design on brand perception. The topic is first investigated through a multidisciplinary approach mobilizing the fields of semiotics, art history and marketing. Then, we conduct an experiment in which three bottles of Champagne operationalizing three levels of simplicity/complexity are tested with a sample of 305 consumers. The results indicate that the simplicity/complexity of a package design has a significant impact on brand perception, with simplicity being associated with modernity, reliability, authenticity, success and sobriety and complexity with seniority, joy, imagination, charm, femininity and sophistication.
       
  • How uncivil customers corrode the relationship between frontline employees
           and retailers
    • Abstract: Publication date: January 2019Source: Journal of Retailing and Consumer Services, Volume 46Author(s): Benoît Gaucher, Jean-Charles Chebat This study investigates the effects of customers’ uncivil treatments on frontline retail employees’ emotions, deviant behaviors and relationship with the retail organization. Our theoretical model is based on both marketing and personnel management literatures. 415 frontline retailing American employees answered our questionnaire. Employees treated uncivilly by customers feel angry but have to hide their negative emotions, which leads them to emotional exhaustion and deviant behaviors. Paradoxically, employees’ strong commitment to their retailing organization brings about more deviant behaviors. We propose some managerial strategies to cope with uncivil customers, as well as future research on this important and under-researched topic.
       
  • Sales impact of servicescape's rational stimuli: A natural experiment
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Andrea Morone, Francesco Nemore, Dario Antonio Schirone Environmental psychologists suggest that people feelings and emotions determine what they do and how they do it. We used the Stimulus-Organism-Response model (S-O-R) as an inspiring theoretical basis for our empirical contribution. We conducted a natural field experiment in six stores, settled in six different Italian cities, of a multinational company who sells furniture, furnishing accessories and household articles. We provided empirical evidence about the effects of a rational-functional stimulus, i.e. the availability of a new tool for collecting items that is more comfortable and less cumbersome for consumers. Through both a non-parametric and parametric testing, we found a positive effect of the stimuli in terms of sales.
       
  • Social media revenge: A typology of online consumer revenge
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Zaid Mohammad Obeidat, Sarah Hong Xiao, Zainah al Qasem, Rami al dweeri, Ahmad Obeidat The main purpose of this study is to present a detailed typology of online revenge behaviors that identifies the differential factors affecting this behavior in terms of triggers, channels, and emotional outcomes across two countries: Jordan and Britain. Based on a qualitative approach from a sample of Jordanian and British customers who had previously committed acts of online revenge (N = 73), this study identified four main types of online avengers: materialistic, ego-defending, aggressive, and rebellious. The findings show that British consumers were motivated by core service malfunction failures and employee failures. In contrast, Jordanian consumers’ acts of revenge were triggered by wasta service failures and contract breach failures. Moreover, Jordanian consumers tended to employ more aggressive and sometimes illegal ways to get revenge, whereas British consumers often used social media platforms and review websites. The findings have implications for the prevalence of online consumer revenge acts and for extending theoretical understanding of why and how consumers employ the Internet for revenge after a service failure in addition to how to respond to each avenger.
       
  • Willingness to pay more for green products: The interplay of consumer
           characteristics and customer participation
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Shuqin Wei, Tyson Ang, Vivien E. Jancenelle The extant evidence evaluating consumers’ willingness to pay more for green products has been mixed. Existing investigations stem from an overemphasis on profiling consumers who are willing vs. unwilling to pay price premiums for green products using dispositional (socio-demographic and psychological) characteristics. However, little is known about what firm-initiated actions can be taken when consumers do not possess characteristics that favorably influence green purchase behaviors. This research demonstrates that customer participation improves consumers’ willingness to pay more even when consumers exhibit low sustainability-oriented motivation (environmental concern) and ability (eco-literacy). The findings are important for practitioners seeking practical ways to alleviate green purchase barriers.
       
  • Transformative retail services: Elevating loyalty through customer
           well-being
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Cord-Christian Troebs, Tillmann Wagner, F. Heidemann Transformative retail services are an emerging business practice in the industry, designed to increase the well-being of customers and non-customers alike. Putting into practice the suggestion of the relevant literature to address additional firm-related outcomes beyond well-being, this research examines the impact of transformative retail services on customer well-being, which in turn is proposed to elevate loyalty intentions via the mediators experienced gratitude, reciprocity, and brand-related evaluations. The findings of one behavioral experiment and one field experiment are presented. While both transformative retail services offered for free as well as paid services increase customer well-being, only free transformative retail services positively affect customer loyalty intentions and its mediators.
       
  • Managing value co-creation in consumer service systems within smart retail
           settings
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Clara Bassano, Paolo Piciocchi, James ("Jim") C. Spohrer, Maria Cristina Pietronudo The study proposes a holistic approach to consumer service systems and “collective intelligence” by investigating the Collective Knowledge Systems (CKSs) and the Social Semantic Web (SSW) platform as enablers for value co-creation. Our paper makes progress exploring on value co-creation within smart retail settings focusing on customer care service. A request management based on semantic web applications improves business processes, exchange relevant information with stakeholders spreading the collected intelligence at multiple levels (consumers, customer service, retailers). Modeling service systems as CKS allows retailers and customers to co-create value that is “semanticized” and exploited as an improvement of the service itself.
       
  • Internet Channel Cannibalization and its influence on salesperson
           performance outcomes in an emerging economy context
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Dheeraj Sharma, S.K. Pandey, Rajesh Chandwani, Peeyush Pandey, Rojers Joseph Businesses increasingly use internet channels to increase their market penetration. However, empirical studies have shown that salespeople perceive Internet channels to be cannibalistic, effecting other sales—an effect that past researchers have termed as salesperson perceived cannibalization (SPC). None of these studies has examined this phenomenon in an emerging economies context, which has distinct dimensions. In this paper, we explore the influence of SPC on insurance sales agents in an emerging economy context through the lens of Structuration theory. We examine the SPC's impact on job performance and client professionalism. We further examine the moderating role of relational capital and perception of fairness on the influence of SPC on job performance and client professionalism.
       
  • Fluent contextual image backgrounds enhance mental imagery and evaluations
           of experience products
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Erik Maier, Florian Dost Online shoppers rely on product images to gain information about products. Helpful product images allow a detailed mental imagery of the product and its use. Product images with a fitting contextual background, as opposed to a plain white background, increase such mental imagery and in turn product liking and purchase intent. This effect, however, is preceded by imagery fluency—the ease with which mental images come to mind in the first place. As a result, effective product images need to facilitate fluent perceptions, while also evoking fitting mental imagery. Two experimental studies confirm this pathway which links research on mental imagery with research on imagery fluency. Moreover, the experiments show that this effect of contextual backgrounds works for fitting but not for non-fitting backgrounds, better for ambiguous than unambiguous products, and for experience products, but not for search products. Online retailers could leverage contextual backgrounds in product images to enhance consumers’ evaluations of their merchandise as long as the beneficial effects via mental imagery outweigh the added photography costs.
       
  • Beyond the shadow of a doubt: The effect of consumer knowledge on
           restaurant evaluation
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Iman Naderi, Audhesh K. Paswan, Francisco Guzman This paper investigates the effect of consumer knowledge about the type of restaurant on perceived restaurant quality on seven dimensions: food quality, healthiness, ambience, food variety, value, contextual, and social. Existing studies comparing chain restaurants with independent restaurants have yielded mixed results. The findings of the present investigation show that both types of restaurants are equally likely to do well and their success or failure depends on what consumers know about a restaurant and how they evaluate it. In contrast, not having a clear identity and position in consumers’ minds does not help the restaurant to succeed. The implications of these findings are discussed in detail.
       
  • A new approach to segmenting multichannel shoppers in Korea and the U.S.
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Joonyong Park, Renee B. Kim Advancements in digital technology and devices enlarge dimensions of e-commerce, reforming the ways that consumers shop and purchase products and services. In particular, the mixed use of online, mobile, and offline channels and devices for shopping provides B2C firms with unprecedented challenges and opportunities to develop effective segmentation approaches that capture multitude of newly emerging consumers’ shopping patterns. This paper aims to classify consumers along with their shopping patterns and channel preferences by using rank order survey data from Korean and American consumers on their path-to-purchase behaviors. Cluster analysis and Association Rule Mining (ARM) are applied for segmentation and its characterization. Relative importance of path-to-purchase factors such as information search location, payment method, delivery option, and payment location are assessed to determine the differences in Korean and American consumers regarding their shopping patterns and preferences. Network visualization of rules shows the differences in shopping preference and patterns of Korean and US consumers both at micro and macro levels.
       
  • Experience Design Board: A tool for visualizing and designing
           experience-centric service delivery processes
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Chiehyeon Lim, Kwang-Jae Kim Experience-centric service (ExS) is a type of service through which customers experience emotionally appealing events and activities that result in distinctive memory. The literature argues that ExS design should be a research priority in this experience economy, yet little is known on how to articulate ExSs in their design. This paper proposes a tool called Experience Design Board for visualizing an ExS delivery process as a basis for its analysis and design. The tool is a matrix-shaped board where the key factors of experience creation in ExS (namely, servicescape, frontstage employees, other customers, backstage employees, and technology support systems) are represented in rows, and the customer experience phases are placed in columns. The tool is useful in analyzing and designing how the key factors of ExS create customer experience. The tool integrates several work streams within the evolving ExS literature into its structure and is generic enough to accommodate various ExSs in physical and digital experience contexts. By visualizing an ExS delivery process from beginning to end, the designer can obtain a systematic understanding of the essential attributes of ExS and can use it for an effective design. This tool would serve as a basis for service design in this experience economy.
       
  • Exploring the impact of shopper ethnicity through the path-to-purchase
           framework
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Robert Paul Jones, Kerri M. Camp, Rodney C. Runyan Ethnic cultural affiliation, well established in consumer literature as influential in decision making, is much less studied in shopper literature. This research examines key path-to-purchase framework (PtPF) elements; motivation, role, and subjective norms, and their impact among three major U.S. ethnic affiliations (African American, Caucasian, and Hispanic). Study one explores two PtPF phases, perceptual mapping and solution targeting, while a second study examines moderation through importance perception and social shopping situation. The study demonstrates significant differences in relationship between the populations. Those differences are also shown to be subject to significant variation under the influence of the moderating conditions.
       
  • Influences of ‘appscape’ on mobile app adoption and m-loyalty
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Deepak S. Kumar, Keyoor Purani, Shyam A. Viswanathan Influence of visual aesthetics in product design, service environments and websites are well explored but increasing usage of mobile interfaces and the different use context demand investigation of influence of visual aesthetics of mobile app interfaces – ‘appscapes’ on mobile app adoption and m-loyalty. In this study, the conceptual model is developed by applying Kaplan's information processing model from environmental psychology and integrating it into the Technology Acceptance Model, thereby linking visual aesthetics of mobile apps to m-loyalty. The responses (n = 308) are collected using field experiments using four existing apps as stimuli. Results of PLS structural equation modelling reveal positive linkages between holistic visual aesthetic dimensions and outcomes of m-loyalty. Theoretical and managerial implications are discussed.
       
  • Tests of in-store experience and socially embedded measures as predictors
           of retail store loyalty
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Sungjoon Yoon, Ji Eun Park Drawing on the current literature which primarily viewed store loyalty as an outcome of personal assessment of store-specific factors (i.e., store brand image, store satisfaction, etc.), this study seeks to broaden the theoretical focus by incorporating variables that measure customers’ social embeddedness such as social networks and cultural orientation.As a major research objective, the study investigates whether shopping experiences impact store loyalty measured by store revisit intention and positive word-of-mouth. Then the study examines whether social network traits (i.e., tie strength and network centrality) impact on customers’ positive word-of-mouth. Finally, the study confirms whether individualism moderates the relationship between in-store shopping experiences and positive word-of-mouth.
       
  • Illegitimate returns as a trigger for customers’ ethical dissonance
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Tali Seger-Guttmann, Iris Vilnai-Yavetz, Chen-Ya Wang, Luca Petruzzellis This study investigates the combined impact of customer merchandise return circumstances (legitimate or illegitimate) and service employee responses on customer outcomes (loyalty and ingratiation), through the lens of the ethical dissonance framework. Respondents (N = 916) were randomly divided among six experimental conditions in a 2 × 3 between-subjects design. As predicted, returns circumstances moderated the relationship between employee responses and customer outcomes: Despite employees’ angry response to delinquent customers, the latter's levels of loyalty toward the business as well as ingratiation toward the service employees were less damaged than in the case of normative customers exposed to the same employee angry response. This, we suggest, reflects an intention to quiet the dissonance on the part of the customers upon realizing that their delinquent behavior was evident to the service employee.
       
  • Affect transfer from national brands to store brands in multi-brand stores
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Francesco Massara, Daniele Scarpi, Robert D. Melara, Daniele Porcheddu The competition between national brands (NBs) and store brands (SBs) has evolved from the mere imitation of physical characteristics to what we call affect-based competition. We propose a model of moderated mediation empirically validated on 350 participants in a field study conducted in a multi-brand store. The results show the existence of a positive affect transfer from NBs to SBs through store image, in addition to the existence of a negative direct relationship between NBs and SBs (affect polarization) that can be neutralized if consumers have a positive perception of the retailer, which itself arises from promotional activity and the shelf placement of the SB.
       
  • The importance of customer citizenship behaviour in the modern retail
           environment: Introducing and testing a social exchange model
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Estelle van Tonder, Stephen Graham Saunders, Inonge Theresa Lisita, Leon Tielman de Beer In the modern retail environment, customers continuously rely on other consumers for assistance when interacting with retailers’ digital technologies. This study examined if technology acceptance drives affective commitment and ultimately existing users to assist potential users, as measured by direct customer citizenship behaviour (advocacy, help in using the technology) and indirect customer citizenship behaviour (tolerance and feedback to the retailer for improvement). The sample consisted of 533 electronic banking customers. All research hypotheses were supported. Practically, the research findings direct retailers on the strategies required to ensure customers engage in direct and indirect citizenship behaviour to assist fellow customers in interacting with the digital technologies, and to improve the customer retail experience. Theoretically, the study extends the extant research on technology acceptance by providing more insight into its connection with customer citizenship behaviour directed towards fellow customers and retailers in the post-consumption stage of digital technology and the extent to which affective commitment strengthens these relationships.
       
  • Effects of online review positiveness and review score inconsistency on
           sales: A comparison by product involvement
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Seyed Pouyan Eslami, Maryam Ghasemaghaei This study demonstrates the unique importance of online review positiveness and review score inconsistency in increasing product sales which vary for low and high involvement products. Two different datasets of online consumer reviews of high and low involvement products (i.e., musical instruments and digital music, respectively) and their associated sales ranks were obtained from Amazon.com. To extract sentiments, a document-based sentiment analysis technique was used. The findings reveal that for high involvement products, review text sentiment, review score and review score inconsistency impact product sales, while for low involvement products, review title sentiment, and review score impact product sales.
       
  • Brand community relationships transitioning into brand relationships:
           Mediating and moderating mechanisms
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Jitender Kumar, Jogendra Kumar Nayak We aim at identifying and examining the different patterns of mechanisms through which the community-based relationships result in brand-based relationships. Hence, we address the gaps of identifying and engaging in a community for the generation of loyal customers of a specific brand, which is mediated by the customers' brand engagement. We have collected data from 240 brand community members in India and conducted the empirical analysis through a partial least square-structural equation modeling technique.The results have indicated that customers brand engagement (CBE) fully mediates the relationship between brand community engagement and loyalty intentions, and partially mediates the relationship between customer brand identification and loyalty intentions. A sense of community-brand congruity has a moderating effect in the transition of community-based relationships into brand-based relationships. This study provides new evidence to the academicians and practitioners for guiding their understanding of brand management through brand communities.
       
  • Mobile wallet inhibitors: Developing a comprehensive theory using an
           integrated model
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Sujeet Kumar Sharma, Sachin Kumar Mangla, Sunil Luthra, Zahran Al-Salti The concept of the mobile wallet is increasingly adopted in developed and developing countries for improving the scale, productivity, and excellence of banking services. Oman is one of the most growing countries of the Middle Eastern economies. Acceptance of mobile wallets in Oman is being hindered by various inhibitors. There is no study in the Middle Eastern countries that addressed the concerns of probable inhibitors influencing mobile wallet acceptance from expert's perspective. In this study, eleven key inhibitors to mobile wallet adoption are identified from the literature and expert's feedback. This study employed Interpretive Structural Modelling (ISM) in conjunction with fuzzy MICMAC to reveal the intricate relationship among inhibitors to mobile wallet acceptance. To the end, an integrated hierarchical model is developed to understand the influence of a particular inhibitor on others. ‘Anxiety towards new technology’, ‘Lack of new technology skills’, ‘Lack of awareness of mobile wallet benefits’ and ‘Complexity of new technology’ have been reported as key inhibitors to promote mobile wallets in Oman. This study also suggests several recommendations for banking organizations and policymakers in developing the effective model to popularize mobile wallets in Oman.
       
  • Social influence on innovation resistance in internet banking services
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Makoto Matsuo, Chieko Minami, Takuya Matsuyama The primary goal of this study was to examine the moderating effect of experiences on the relationship between social influence and innovation resistance. Multi-group structural equation modeling was performed to test the model, which used survey data on Japanese consumers’ use of internet banking services. The results revealed that social influence directly reduced the innovation resistance of non-experienced consumers while directly enhancing the innovation resistance of experienced consumers. Moreover, the mediating effect of barriers was found to be different for experienced and non-experienced consumers. This paper contributes to a better understanding of innovation resistance and diffusion processes by clarifying the effect of social influence on innovation resistance, based on social learning and influence theories.
       
  • Identifying the geography of online shopping adoption in Belgium
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Joris Beckers, Ivan Cárdenas, Ann Verhetsel The widespread adoption of the internet as retail channel is impacting a range of stakeholders. Retailers are expected to sell online, logistics operators are required to reconfigure their supply chain and public authorities try to keep local retail competitive while simultaneously attempt to manage the increase in freight transport. Within this context, a growing body of research is studying the socio-economic profile of the online shopper and the spatial variation in the demand for B2C goods. Yet, as can be expected for a relatively new evolution, little consensus exist. Therefore, in this paper, with data from the national retail federation on online shopping behaviour, we add to this growing field by first analysing the relation between socio-economic characteristics and the willingness to shop online. By mapping these characteristics, we then construct the geography of online shopping adoption in Belgium. Finally, we assess the impacts of this specific geography for the stakeholders that are adapting to this new reality. We conclude firstly that the well-educated man in his thirties with a well-paid job has the highest probability to shop online, independent of the level of urbanisation of the area he resides. Secondly, we predict over- and underestimations of the potential online buyers of up to 50% when assuming a homogeneous e-commerce penetration, especially in poorer urban areas. This implies a serious negligence for e-commerce practitioners and academics when ignoring the specific geography of the online shopping adoption.
       
  • Exploring reviews and review sequences on e-commerce platform: A study of
           helpful reviews on Amazon.in
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Kapil Kaushik, Rajhans Mishra, Nripendra P. Rana, Yogesh K. Dwivedi Prominent e-commerce platforms allow users to write reviews for the available products. User reviews play an important role in creating the perception of the product and impact the sales. Online reviews can be considered as an important source of e-word of mouth (e-WOM) on e-commerce platforms. Various dimensions of e-WOM on product sales have been examined for different products. Broadly, studies have explored the effect of summary statistics of reviews on product sales using data from various e-commerce platforms. Few studies have utilized other review characteristics as length, valence, and content of the reviews. The sequence of reviews has been hardly explored in the literature. This study investigates the impact of sequence of helpful reviews along with other review characteristics as ratings (summary statistics), volume, informativeness, and valence of reviews on product sales. Hence, a holistic approach has been used to explore the role of summary statistics, volume, content and sequence of reviews on product sales with special emphasis on sequence of reviews. Relevant theories such as message persuasion, cognitive overload and belief adjustment model have also been explored during the construction of the model for review data. The proposed model has been validated using the helpful reviews available on Amazon.in website for various products.
       
  • We’ve shopped before: Exploring instructions as an influence on
           mystery shopper reporting
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Michael C. Porter, James E. Heyman Western retail experience balances between customer expectations and experience in the service exchange. Retailers set on customer service improvement often use mystery shoppers to gauge alignment between intended service and client experience. This exploratory research considers how instructions typically used by mystery shopping providers impact the diagnostic value of data gathered, and whether those instructions become superseded by hired shopper experiences and cultural behavioral expectations. This work suggests the industry tacitly relies on mystery shoppers to leverage cultural knowledge to deliver insights, and that even robust instructional changes may not significantly change the reporting of mercenary shoppers.
       
  • Community in context: Comparing brand communities and retail store
           communities
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Cara Peters, Charles D. Bodkin Most studies on community in marketing examine a branding context. Few look at community in the retailing context. The present study aimed to examine whether retail store communities exist in the same way as brand communities. We collected data via a field-based, student sample and a national panel of adult consumers. These data revealed three characteristics of community. The findings also showed that some consumers did not experience community in the retail store. Based on these findings, we discuss differences between retail store communities and brand communities.
       
  • Information technology use in retail chains: Impact on the standardisation
           of pricing and promotion strategies and performance
    • Abstract: Publication date: November 2018Source: Journal of Retailing and Consumer Services, Volume 45Author(s): Fumikazu Morimura, Yuji Sakagawa The objective of this study is to investigate the effect of IT use for exploitation and exploration on the standardisation of pricing and promotion strategies and business performance in retail chains. We used a questionnaire survey to collect data from 314 retail chains in Japan and the data was analysed using structural equation modelling. We found that IT use for exploitation has a positive effect on the standardisation of promotion strategies, whereas IT use for exploration has a positive impact on the standardisation of pricing strategies. In addition, we found that IT use for exploitation moderates the relationship between IT use for exploration and the standardisation of promotion strategies. A standardised pricing strategy has a negative impact on business performance. In contrast, a standardised promotion strategy has a positive effect on business performance. The contribution of this study is the development of an integrated framework to analyse the effect of IT use for exploitation and exploration on the standardisation of pricing and promotion strategies including the interplay between the two different uses of IT.
       
  • 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
           introductions
    • 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.
       
  • Online consumer learning as a tool for improving product appropriation
    • Abstract: Publication date: Available online 7 June 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Nadia Steils, Dominique Crié, Alain Decrop Online tutorials make access to information easier, faster and more interactive. This research seeks to investigate the role of online knowledge acquisition on the relationship between Internet users and products. In particular, we seek to develop the concept of product appropriation. A survey (N = 810) was conducted using five settings (i.e., different products and online learning media). First, findings support the two-dimensionality of product appropriation (i.e., control and identification). Second, results show a positive relationship between online consumer learning and product appropriation for novices, and a negative relationship for experts. Improved appropriation increases product attitude, word-of-mouth and purchase intention.
       
  • ‘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.
       
  • Evaluation of collaborative consumption of food delivery services through
           web mining techniques
    • Abstract: Publication date: Available online 29 May 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Juan C. Correa, Wilmer Garzón, Phillip Brooker, Gopal Sakarkar, Steven A. Carranza, Leidy Yunado, Alejandro Rincón Online food delivery services rely on urban transportation to alleviate customers' burden of traveling in highly dense cities. As new business models, these services exploit user-generated contents to promote collaborative consumption among its members. This study aims to evaluate the impact of traffic conditions (through the use of Google Maps API) on key performance indicators of online food delivery services (through the use of web scraping techniques to retrieve customer's ratings and the physical location of restaurants as provided by Facebook). From a collection of 19,934 possible routes between the physical location of 787 online providers and 4296 customers in Bogotá city, we found that traffic conditions exerted no practical effects on transactions volume and delivery time fulfillment, even though early deliveries showed a mild association with the number of comments provided by customers after receiving their orders at home.
       
  • The determinants of foreign product preference amongst elite consumers in
           an emerging market
    • Abstract: Publication date: Available online 18 May 2018Source: Journal of Retailing and Consumer ServicesAuthor(s): Padmali Rodrigo, Hina Khan, Yuksel Ekinci By integrating the Theory of Reasoned Action (TRA) and self-image congruence, this study seeks to investigate elite consumers’ purchase intentions towards products made in foreign countries. The data were gathered via a survey conducted amongst 316 Sri Lankan elite consumers across two product categories. The findings demonstrate that consumers’ attitudes towards products made in foreign countries are driven by subjective norms and self-image congruence. The study shows that self-image congruence is the stronger predictor of consumers’ attitudes towards products made in foreign countries. Also, the effect of self-image congruence on consumers’ purchase intentions is partially mediated by their attitudes towards products made in foreign countries.
       
  • Consumer need for mobile app atmospherics and its relationships to shopper
           responses
    • 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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