Smart Shopping Carts in Food Retailing: Innovative Technology and Shopping Experience in Stationary Retail

IF 4.4 3区 管理学 Q2 BUSINESS
Carsten D. Schultz, Patrick Zacheus
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Abstract

In the development of the Internet of Things, smart shopping carts present a digital innovation that can realize cost-cutting potential and improve the shopping experience. The impact of smart shopping carts on customers' shopping experience is analyzed in stationary grocery retailing. We explore first whether customers are willing to use these technological innovations, specifically smart shopping carts. Second, the effect of smart shopping carts on customers' shopping experiences is evaluated. For this, we employed a mixed method approach combining a survey study and an interview follow-up study. A purposive sampling recruited 291 stationary grocery shoppers. A variance-based structural equation analysis tests the research model for the adoption of smart shopping carts and their relevance to customers' shopping experience. Next, 22 interviews were conducted with grocery shoppers following an intervention approach. Customers are willing to use smart shopping carts when shopping for groceries in stationary retailing. Customers focus on the ease of use and usefulness of the shopping carts, whereas privacy risk and temporary enjoyment are less relevant. However, our empirical results show that affective, social (employee), and physical components predominantly shape the shopping experience compared with the technical component of smart shopping carts. Smart shopping carts similarly affect the cognitive component and the social (customer) component. In contrast to other digital retail innovations, customers seem to value utility of smart shopping carts above else. Stationary retailers can, thus, focus their introduction of smart shopping carts on countering technology anxiety and highlighting customer benefits of shopping comfort and reduced checkout times.

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食品零售中的智能购物车:文具零售中的创新技术和购物体验
在物联网的发展中,智能购物车呈现出一种数字化创新,可以实现降低成本的潜力,改善购物体验。分析了固定杂货零售中智能购物车对顾客购物体验的影响。我们首先探索顾客是否愿意使用这些技术创新,特别是智能购物车。其次,评估智能购物车对顾客购物体验的影响。为此,我们采用了调查研究与访谈随访研究相结合的混合方法。一项有目的的抽样调查招募了291名固定的杂货店购物者。基于方差的结构方程分析检验了智能购物车的采用及其与顾客购物体验的相关性的研究模型。接下来,采用干预方法对杂货店购物者进行了22次访谈。在文具零售商店购买杂货时,顾客愿意使用智能购物车。顾客关注的是购物车的易用性和实用性,而隐私风险和暂时的享受则不那么重要。然而,我们的实证结果表明,与智能购物车的技术成分相比,情感、社会(员工)和物理成分主要塑造了购物体验。智能购物车同样会影响认知成分和社交(顾客)成分。与其他数字零售创新相比,消费者似乎更看重智能购物车的实用性。因此,文具零售商可以将智能购物车的引入重点放在消除技术焦虑上,并强调购物舒适和缩短结账时间给顾客带来的好处。
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来源期刊
CiteScore
7.30
自引率
11.60%
发文量
99
期刊介绍: The Journal of Consumer Behaviour aims to promote the understanding of consumer behaviour, consumer research and consumption through the publication of double-blind peer-reviewed, top quality theoretical and empirical research. An international academic journal with a foundation in the social sciences, the JCB has a diverse and multidisciplinary outlook which seeks to showcase innovative, alternative and contested representations of consumer behaviour alongside the latest developments in established traditions of consumer research.
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