Article
Computer Science, Interdisciplinary Applications
Chaohong Xie, Yeming Gong, Xianhao Xu, Chung-Yean Chiang, Qian Chen
Summary: This study investigates the impacts of return channel type on the relationships between return service quality (RSQ) and customer loyalty (CL) in an omnichannel retailing environment. The findings suggest that omnichannel customers may feel more satisfied due to higher omnichannel fulfillment (responsiveness and convenience) and omnichannel trust (transparency and competence) provided by retailers. Return channel type moderates the relationship between RSQ-convenience and CL.
JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
(2023)
Article
Business
Isadora Gasparin, Ekaterina Panina, Larissa Becker, Mika Yrjola, Elina Jaakkola, Cristiane Pizzutti
Summary: This paper challenges the traditional assumption in omnichannel retailing that integrating touchpoints across channels would promote seamless experiences. The study reveals that journey integration, specifically consistency and connectivity, interact to form different patterns of omnichannel journeys, each leading to distinct customer experiences. Contrary to existing literature, cases with low consistency or connectivity can also trigger positive experiences, challenging the integration imperative in omnichannel literature.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Pedro Cuesta-Valino, Pablo Gutierrez-Rodriguez, Estela Nunez-Barriopedro, Blanca Garcia-Henche
Summary: In the digital era, retail supermarkets face more complex commercial processes due to the improved offer of multiple shopping channels and changing shopping habits of customers. This research aims to design an omnichannel management model to enhance loyalty through digitalization strategies based on consumer experience. The findings confirm that emotional and rational consumer experiences play a crucial role in generating satisfaction and engagement with retail, indirectly impacting consumer loyalty.
JOURNAL OF BUSINESS RESEARCH
(2023)
Article
Business
Helen Cocco, Nathalie T. M. Demoulin
Summary: Little is known about how omnichannel retailers can provide seamless shopping journeys and how this impacts consumer behaviors. This article proposes a measurement scale and shows how retailer omnichannel integration strategies directly affect customers' perceptions of a seamless shopping journey. Customers who perceive shopping as seamless are more engaged, likely to buy more, and less likely to switch to another retailer.
JOURNAL OF BUSINESS RESEARCH
(2022)
Article
Green & Sustainable Science & Technology
Xiaoxia Chen, Xiaofeng Su, Wenhe Lin, Anxin Xu, Jianhong Chen, Qiujin Zheng
Summary: This paper investigates the mechanism of how omnichannel integration affects customer engagement in the fresh food context. The findings indicate that omnichannel integration promotes customer engagement by enhancing flow experiences. Strengthening the customer engagement knowledge system can help build long-term cooperative relationships between companies and customers.
Article
Management
Yun-na Park, Taeshik Gong
Summary: Drawing on theories and models, this study examines the impact of customer engagement on different types of customer responses to service failures in the mobile application context. Data from a survey of 345 South Korean customers was analyzed using structural equation modeling. The results reveal a U-shaped relationship between customer engagement and negative responses, as well as an inverted U-shaped relationship between customer engagement and positive responses. Relationship quality strengthens the relationship between customer engagement and responses to service failures, except for loyalty. This study contributes to understanding the relationship between customer engagement and response to service failure and provides insights for marketing strategies for mobile applications.
SERVICE INDUSTRIES JOURNAL
(2023)
Article
Business
Lars Meyer-Waarden, Johan Bruwer, Jean-Philippe Galan
Summary: Firms invest heavily in loyalty programs (LPs) to cultivate customer relationships, but the effectiveness of LPs is questioned and debated in academic circles. This study investigates the impact of LP engagement (LPE) behavior on brand and LP loyalty, as well as customer engagement (CE). Through testing with a representative sample of US LP participants, we confirm the validity of our model and demonstrate that perceived LP value drives customer engagement with LPs, leading to improved loyalty and CE with the company brand.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2023)
Article
Information Science & Library Science
Jamie Carlson, Syed Mahmudur Rahman, Mohammad M. Rahman, Jessica Wyllie, Ranjit Voola
Summary: This study explores how global retail brands engage with Generation Y customers through firm-hosted online brand communities, advancing customer engagement frameworks. The research highlights the impacts of OBC website quality and brand involvement on customer engagement, offering insights for optimizing digital content marketing activities to enhance customer-brand relationships.
INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT
(2021)
Article
Business
Taewon Suh, Sang Bong Lee
Summary: This study presents a strategic framework for omnichannel integration in order to enhance the customer experience in the inner circle of loyalty loop. By considering topics such as omnichannel marketing, customer engagement, and loyalty loop, the research model focuses on the managerial factors of channel and customer characteristics and their impact on customer engagement behaviors during the transitional stage of omnichannel marketing. The findings indicate that web usability and customer characteristics (share of store visits, social media use, and email receptivity) are associated with customer engagement behaviors, and customers' email receptivity moderates the influence of channel characteristics (web usability and store proximity). The study emphasizes the importance of certain interactive touchpoints for receptive customers to build a loyalty loop, which highlights the need for a catalyst channel bridging the inner and outer circles of the loyalty loop. Moreover, permission-based email is identified as a significant tool for reinforcing customer engagement behaviors and solidifying their presence in the inner circle of the loyalty loop.
ELECTRONIC COMMERCE RESEARCH
(2023)
Article
Business
Jovanie A. Tuguinay, Catherine Prentice, Brent Moyle
Summary: This study examines the relationship between casino customers' experience with automated games and their engagement and loyalty responses to casinos, with social interaction as a moderator. The results show that customer experience with some features of automated games had a positive impact on customer engagement with the casino, leading to positive loyalty, and social interaction exhibited a significant moderating effect in the relationship between customer engagement and visiting frequency.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Wei Gao, Hua Fan, Wenqian Li, Huiling Wang
Summary: This study found that integrated efforts in promotion, product and price, and transaction information have a greater impact on enhancing cognitive customer experience, while integrated customer service has a stronger effect on affective customer experience. Additionally, integrated information access and order fulfillment do not significantly differ in their contributions to cognitive and affective customer experiences.
JOURNAL OF BUSINESS RESEARCH
(2021)
Article
Business
Shadma Shahid, Jamid Ul Islam, Shehla Malik, Uzma Hasan
Summary: This study identifies convenience, trust, and social influence as significant factors in enhancing consumer experience with m-banking apps, while finding app attributes and customer support to have relatively less importance. Significant outcome variables were observed in customer loyalty and intention to continue using m-banking apps.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Business
Grandys Frieska Prassida, Ping -Yu Hsu
Summary: This study investigates the mechanism by which channel integration and logistics service influence customer satisfaction and repurchase intention. The results show that perceived logistics service quality is a precursor to perceived channel integration quality, and both variables harmoniously influence customer satisfaction, leading to repurchase intention. The study also highlights the different contributions of perceived channel integration quality and perceived logistics service quality in enhancing transaction-specific satisfaction due to diverse hybrid experiences. It provides theoretical implications for omnichannel retailing literature and practical implications for omnichannel retailers' managers.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2022)
Article
Psychology, Multidisciplinary
Ying Chen, Catherine Prentice, Scott Weaven, Aaron Hisao
Summary: This study examines how customer trust in home-sharing hosts and platforms affects customer engagement and loyalty, as well as the influence of AI on customer trust and related outcomes.
FRONTIERS IN PSYCHOLOGY
(2022)
Article
Business
Javier Alonso-Garcia, Federico Pablo-Marti, Estela Nunez-Barriopedro, Pedro Cuesta-Valino
Summary: This paper aims to establish a reference model to understand the factors that influence omnichannel management in a B2B context. The research in the B2B field regarding omnichannel management and decision-making models is limited.
JOURNAL OF BUSINESS & INDUSTRIAL MARKETING
(2023)
Article
Business
Zhi Pei, Sanjoy Ghose, Ruiliang Yan, Steve B. Zhou, Angela Yan
Summary: This study aims to explore the strategic value of BOPS to supply chain performance, examine who should pay the cost of BOPS, and determine the optimal strategy to maximize channel coordination. The findings suggest that cost-sharing or full payment by the physical reseller is not the best way to improve supply chain performance. Profit sharing can serve as a valuable contract to stimulate the reseller's implementation of cost sharing and create higher supply chain performance. Additionally, the study reveals that if profit sharing contracts are not offered, the physical reseller's full payment for BOPS is a better choice, but if profit sharing contracts are offered, the result is reversed.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Isabelle Ulrich, Silvia Cacho-Elizondo, Coralie Damay, Leila Loussaief
Summary: This study compares the similarities and differences of clothes renting practice in France and Mexico. The findings show that the rental practice in France emphasizes social status in professional environment, while in Mexico, it is influenced by traditions and celebrations.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Xiaowen Zhao, Zhenzhong Zhu, Minghui Shan, Rui Cao, Haipeng (Allan) Chen
Summary: This research examines the impact of social media influencers on green product purchasing intentions through three studies. The findings indicate that consumers prefer informers over entertainers as influencers and trust plays a key role in this process. Furthermore, the study reveals that the effectiveness of influencers depends on the match between influencer type and endorsement style.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Aman Kumar, Amit Shankar, Preeti Nayal
Summary: This research investigates the impact of various personality traits on individuals' inclination to engage with the metaverse. The study finds that extraversion, agreeableness, neuroticism, narcissism, machiavellianism, and psychopathy have a significant influence on the intention to use metaverse. Additionally, attitudes towards the metaverse and fear of missing out (FOMO) play mediating and moderating roles, respectively.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Neeru Sharma, Johra Kayeser Fatima
Summary: This study examines the role of omnichannel shopping habit as an antecedent, mediator, and moderator in the relationship between perceived value and usage. The findings highlight the positive impact of factors such as security and privacy, seamless experience, personalisation, and social communications on omnichannel usage. Marketers looking to strengthen habitual buying should prioritize security and privacy, promote social communications, and offer personalised services. Recognizing the influence of habitual buying on value perception and usage, marketers should adopt a cohesive strategy for communicating their value propositions across multiple channels, ultimately boosting omnichannel usage.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Jiangang Du, Liya Zhu, Yuanning Ma, Yu Zhang
Summary: This study investigates the influence of the 'weekend effect' on online reviews. The results show a significant increase in review scores for hedonic products during weekends, but no such effect is observed for utilitarian products. Additionally, platform membership status moderates the impact of the 'weekend effect' on online reviews.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Xi Luo, Jun-Hwa Cheah, Linda D. Hollebeek, Xin-Jean Lim
Summary: This study uses partial least squares structural equation modeling (PLS-SEM) to analyze data collected from 735 Chinese millennials, examining the impact of livestreaming on customer engagement and impulse buying behavior through the Elaboration Likelihood Model (ELM), with deal proneness as a moderating factor. The findings indicate that factors such as product information quality, streamer interaction quality, streamer credibility, and review consistency have positive effects on customer engagement and impulse buying. Additionally, deal proneness was found to moderate the relationship between engagement and impulse buying.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Jialiang Lu, Xu Zheng, Esterina Nervino, Yanzhi Li, Zhihua Xu, Yabo Xu
Summary: This paper proposes a machine learning-based model to recommend store locations using public data, including target group indices and competitor data. The effectiveness of the approach is demonstrated through testing with real data from a jewelry retailing chain, outperforming the best available industry benchmarks.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Jisu Yi, Jongdae Kim, Yun Kyung Oh
Summary: This study comprehensively analyzed the key quality factors of mobile payment applications and their impact on market performance, based on a large dataset of user reviews. It confirmed the link between post-usage evaluations and app success, highlighting the importance of quality factors. The findings can provide valuable insights for app developers and marketers.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Xiaojing Zhang, Yulin Zhang
Summary: In the context of platform enterprise development, this study examines the game between content creators, brands, and social media platforms, focusing on value-creation strategies and their impact on participants' revenue. The findings suggest that the selection of value creation modes depends on content creator influence, co-creator efforts' conversion rate, and product price.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Allah Wasaya, Catherine Prentice, Aaron Hsiao
Summary: This research adopts a multiple perspective approach to examine the influence of norms, personal characteristics, and destination preference on a tourist’s place attachment. It also investigates the level of attachment based on destination characteristics. Two studies were conducted to examine these relationships using experimental and survey-based methods. The results indicate that subjective and descriptive norms have significant direct and indirect effects on place attachment, while cultural norms are not significant predictors. Destination preference and tourist personality play important mediation and moderation roles in the relationship between the proposed factors and place attachment. An eye-tracking experiment reveals that tourists are more interested in and attached to destinations with heritage attributes. The findings have implications for destination marketing and management, and are relevant for tourism practitioners.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
S. Sreejesh
Summary: This study develops a comprehensive scale to assess Integrated Banking Channel Service Quality (IBCSQ) and examines its impact on relationship quality and brand equity. The results show that IBCSQ is a reflective, multi-dimensional construct that sheds light on the complex elements of banking service quality across integrated channels. Additionally, the empirical findings demonstrate that IBCSQ influences customer relationships and boosts brand equity.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Review
Business
Yang Liu, Jiale Shi, Fei Huang, Jingrui Hou, Chengzhi Zhang
Summary: This study proposes a new framework that combines graph neural networks and fine-grained sentiment analysis to generate opinion pairs, effectively revealing consumer preferences in automotive reviews and providing marketing strategies.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Nivin Vinoi, Amit Shankar, Ashraf Khalil, Ankit Mehrotra, Jitender Kumar
Summary: This study utilized the Dual Factor theory to investigate the factors influencing social media hoarding behavior and the mediating effects of discarding difficulty, as well as the moderating effects of dispositional greed. The findings revealed that perceived low price had a positive impact, while cyber incivility had a negative impact on social media hoarding behavior. Discarding difficulty mediated the relationship between perceived low price, perceived convenience, cyber incivility, and social media hoarding. Additionally, dispositional greed significantly moderated the mediating effects of discarding difficulty.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)
Article
Business
Xingyi Zhang, Smita Singh, Jing Li, Xiaolong Shao
Summary: This research examined the effects of value co-creation strategies in events on attendees' citizenship behaviors, with a focus on the mediating roles of attendees' senses of empowerment and psychological ownership. The findings showed that events' value co-creation strategies positively influenced attendees' sense of empowerment, which in turn predicted their citizenship behaviors through their psychological ownership of the event. Moreover, the study revealed that the effects of value co-creation strategies varied between first-time and repeat attendees. These findings have implications for businesses in optimizing their events to promote positive attendee experiences and behaviors.
JOURNAL OF RETAILING AND CONSUMER SERVICES
(2024)