International Review of Retail Distribution and Consumer Research最新文献

{"title":"Make every interaction count - assessing the role of customers’ self-construal on value co-creation at service encounters","authors":"A. Shamim, Jiseon Ahn, Imran Khan, M. Shah, M. Abid","doi":"10.1080/09593969.2022.2109714","DOIUrl":"https://doi.org/10.1080/09593969.2022.2109714","url":null,"abstract":"ABSTRACT This research examines the role of dual types of customers’ self-construal (i.e., independent vs. interdependent) on value co-creation attitude and behaviour in retail service encounters. Using a mall-intercept survey, 463 responses were collected. Structural equal modeling was employed to analyse the results. Findings suggest that customers’ independent self-construal does not affect their value co-creation attitude, implying that such customers solely create value on their own but do not participate in co-creation in service encounters. On the other hand, the interdependent self-construal has a strong significant impact on their value co-creation attitude; as a result, such customers create value independently as well as co-create value with the service employees by collaborating in service encounters. We argue that for service providers who want to encourage co-creation in retail markets, understanding the significance of consumers’ self-construals is essential. This study has a number of implications. For instance, it shows that businesses might enhance the shopping experience by co-creating value with interdependent self-construal customers. Customers that have interdependent self-construals benefit from direct connection with frontline staff during service interactions, and as a result, they can play a crucial part in bringing creative ideas to the retail market. This study adds to our understanding of who independently create value and who co-creates value with others by analysing the relative influence of two types of self-construal in retail markets.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"14 1","pages":"178 - 201"},"PeriodicalIF":3.6,"publicationDate":"2022-08-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74749909","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The impact of the built environment, price level, and service quality on customer satisfaction under the effect of COVID-19","authors":"Marcelo Benetti Corrêa da Silva, Suélen Bebber, Juliana Matte, Bianca Libardi, Cintia Paese Giacomello, Maria Eduarda da Silva Sabedotti","doi":"10.1080/09593969.2022.2109713","DOIUrl":"https://doi.org/10.1080/09593969.2022.2109713","url":null,"abstract":"ABSTRACT The COVID-19 pandemic has changed the way business is handled. Besides, people’s purchasing habits have been impacted by new safety, social, and health restrictions. Thus, the purpose of this research was to analyze the COVID-19 pandemic impact in the relationships between the built environment, price level, and service quality on supermarket customers’ satisfaction. For this purpose, a survey of 245 supermarket customers in southern Brazil was conducted at two different times: before and during the pandemic. The results point out that the price level, toilets, and location are essential to explain satisfaction at all times. Comfort presented importance before the pandemic, configuration, and service quality in pandemic times. These features are essential for supermarket management to prioritize efforts on attributes and dimensions relevant to customers.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"82 1","pages":"260 - 275"},"PeriodicalIF":3.6,"publicationDate":"2022-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90389023","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Shopping app features: their impact on customer satisfaction and loyalty","authors":"Kathrin Sinemus, S. Zielke, T. Dobbelstein","doi":"10.1080/09593969.2022.2109189","DOIUrl":"https://doi.org/10.1080/09593969.2022.2109189","url":null,"abstract":"ABSTRACT Shopping apps support consumers in their shopping process at different stages of the customer journey. They can contain various features, such as an online magazine, shipment tracking or a QR code Scanner. Consumers have the possibility to send product links to friends, chat with retailers’ staff, participate in loyalty programs, find a physical store nearby or pay within the app. Consequently, app features represent several touchpoints within the customer journey. Shopping apps are an attractive way for retailers to engage with their customers and increase customer satisfaction and loyalty. Several studies mainly focus on the adoption of mobile apps, while our study investigates the potential outcomes. It further considers the app design by analysing how three app feature groups (pre-purchase, transaction, cross-channel) influence app and retailer satisfaction. Moreover, we consider consumers’ channel preference at different stages of the customer journey. To validate our findings, we conducted the study in three different retail sectors. Results show that nearly all feature groups have a positive impact on customer satisfaction with the app and retailer respectively in different sectors. However, consumers’ channel preference has a moderating impact on the relationship between app features and customer satisfaction. Our findings provide implications on how to design and advertise shopping apps.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"86 1","pages":"423 - 449"},"PeriodicalIF":3.6,"publicationDate":"2022-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86518796","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"E-commerce packaging as an embedded resource in three network settings","authors":"Sandra Brüel Grönberg, K. Hulthén","doi":"10.1080/09593969.2022.2099950","DOIUrl":"https://doi.org/10.1080/09593969.2022.2099950","url":null,"abstract":"ABSTRACT Packaging in e-commerce distribution receives attention from many perspectives, often in relation to sustainability and efficiency. This attention may concern the use of packaging material or the mismatch between parcel size and the products to be shipped. From a retailer’s or third-party logistics provider’s perspective, the attention includes costs related to packaging material and packing. Distribution has evolved over time and well-established settings of interconnected and embedded resources provide complexity in terms of opportunities for change. This paper investigates this embeddedness in terms of analysing e-commerce packaging as a resource interfacing with other resources such as products (including product packaging) in three network settings; the product development setting, the packing setting, and the sorting setting. The paper shows how the embeddedness of e-commerce packaging makes efforts to change a complicated matter due to the complex set of resource interdependencies. The study highlights why some network settings may be given more attention by firms involved in retail distribution, and others less. Furthermore, the study shows that although much attention is given to adjust the packing setting, it is important to understand the history of this setting and how adaptations of other settings, such as the product development and sorting setting, entail opportunities for change.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"70 2 1","pages":"450 - 467"},"PeriodicalIF":3.6,"publicationDate":"2022-07-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79300930","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Changes in the retail landscape - a Nordic perspective","authors":"E. Nilsson","doi":"10.1080/09593969.2022.2101625","DOIUrl":"https://doi.org/10.1080/09593969.2022.2101625","url":null,"abstract":"The retail industry is disrupting fast. Shopper behavior is evolving and keeping up with the pace of modern technology such as big data, AI, AR, VR, apps and gamification, which is a challenge as well as an opportunity that the retail industry faces. New technologies are creating new ways to do business, making it important to find balance between what worked in the past and what is needed in the future. Digitalization has (positively as well as negatively) a huge potential to help achieve sustainability or at least help reduce the negative impact of people. In spring 2020, the COVID-19 pandemic hit the already struggling physical retail, which accelerated the digital transition in retail. We are living in a time where we cannot dodge the challenges and changes that are happening, and therefore, people as well as companies have to keep up with the pace of modern technology and take responsibility for the environment in order to be prepared for the future that is already here. With this focus, in November 2021, Umeå School of Business, Economics, and Statistics, Umeå University hosted the 7th Nordic Retail and Wholesale Conference (NRWC). Every second year, NRWC is held in order to create a broad meeting point for the researchers in retail and wholesale. The retail and wholesale-oriented academic research network, NRWA – Nordic Retail and Wholesale Association, is behind the conference and was initiated and funded by the Swedish Retail and Wholesale Council and the Hakon Swenson Foundation. In total, the NRWC 2021 attracted around 100 researchers in the retail field. A doctoral colloquium was held in connection to the conference as well as a practitioner-academic workshop. On the practitioner-academic workshop, we discussed the future of retail and what knowledge is needed in the transformation that is now ongoing. Some of the questions discussed were What will the retail industry look like in the future? What knowledge is needed for practitioners? What is missing in research? What knowledge do we need to find out in order to be better equipped for the future? The best-rated research papers from the conference, which matched the aims and scope of the journal, were selected for inclusion in this special issue of the International Review of Retail, Distribution and Consumer Research. This special issue consists of seven papers that were presented at the conference and selected based on the outcome from the review process. The papers highlight the ongoing changes in the retail landscape in different ways. The pandemic has accelerated the grocery industry to become more digital, and the online grocery shopping in Sweden has increased during the pandemic. In ‘Reorganising grocery shopping practices – the case of elderly consumers’, the authors Hansson, Holmberg, and Post show that post-pandemic, elderly consumers are likely to alter between different types of stores (online and physical stores) to achieve the best experience. The discussion is centered","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"1 1","pages":"349 - 350"},"PeriodicalIF":3.6,"publicationDate":"2022-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90618578","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Limited-time scarcity and competitive arousal in E-commerce","authors":"Peter Broeder, Eileen Wentink","doi":"10.1080/09593969.2022.2098360","DOIUrl":"https://doi.org/10.1080/09593969.2022.2098360","url":null,"abstract":"ABSTRACT In their web stores, retailers are increasingly using scarcity as a strategy to influence customers’ perceptions and purchase behaviour. This study aims to investigate the effect of limited-time promotions on purchase intention while examining the mediating roles of perceived scarcity and competitive arousal as predictors as well as the moderating role of consumers’ cultural background. An experimental survey is carried out with two conditions for a product offer in a web store: an offer with a limited-time availability notice; and an offer with a non-limited (in-stock) notice. In total, 208 Europeans (originating from Italy, an individualistic-masculine society, and the Netherlands, an individualistic-feminine society) participated in the study. The results demonstrate that a limited-time notice does not directly generate higher purchase intention compared to a non-limited-time notice. Interestingly, another major finding pertains to the indirect effects on purchase intention. Specifically, a limited-time availability notice creates higher perceived scarcity and subsequently activates higher perceived competition, which, in turn, leads to higher purchase intention. However, this indirect effect on purchase intention emerged only for the Italian consumers, and not for the Dutch consumers, participating in this study.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"21 1","pages":"549 - 567"},"PeriodicalIF":3.6,"publicationDate":"2022-07-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83560354","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Exploring different responses to mimetic pressures: an institutional theory perspective on e-commerce adoption of an internationalizing retail SME","authors":"Nurgül Özbek, Sara Melén Hånell, Daniel Tolstoy, Emilia Rovira Nordman","doi":"10.1080/09593969.2022.2090991","DOIUrl":"https://doi.org/10.1080/09593969.2022.2090991","url":null,"abstract":"","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"78 1","pages":""},"PeriodicalIF":3.6,"publicationDate":"2022-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77665339","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Relevance of Corporate Information Transparency of the Use and Handling of Customer Data in Online Product Presentations","authors":"Tobias Röding, Sascha Steinmann, Julian Schmitz, Hanna Schramm-Klein","doi":"10.1080/09593969.2022.2090993","DOIUrl":"https://doi.org/10.1080/09593969.2022.2090993","url":null,"abstract":"ABSTRACT Many companies are seeking to balance between the use of information transparency to attract new customers by presenting themselves as open companies and the associated risk of losing customers, as disclosing certain information could trigger negative sentiments. Being transparent with certain information can make the potential buying process seem more incomprehensible to the customer. Most studies focus on different aspects of information disclosure in the case of product or price transparency. The impact of information transparency on data use and handling as well as the relevance of customers’ privacy concerns have often been disregarded. This study addresses the research questions of (1) how customers respond to a higher level of information transparency in the context of a service provider’s data use and handling in terms of purchase intention and willingness to pay and (2) the extent to which customer trust in a service provider has a significant mediating influence, and the associated privacy concerns a moderating influence, on the relationship between the level of information transparency of data use and handling and the customers’ purchase intention and willingness to pay. We base our study on the information processing model and privacy calculus theory and manipulate service providers’ communication on information transparency regarding data use and handling in online product presentations. In an online experiment (N = 142), it was found that an increase in information transparency triggers a decrease in the customers’ purchase intention and willingness to pay. Moreover, customers with high levels of privacy concerns seem to evaluate their purchase intention more critically when there was a low level of transparency, whereas, with a high level of transparency, customers with high and low privacy concerns hardly showed any difference. The results suggest that companies should communicate less about data use- and handling-related information when presenting products online.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"62 1","pages":"405 - 422"},"PeriodicalIF":3.6,"publicationDate":"2022-06-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73584952","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Who are the Drivers of Change? On the Growing Role of Retailers in Ongoing Attempts to Reorient Markets for Animal Welfare","authors":"L. Esbjerg, K. B. Laursen, M. Schulze","doi":"10.1080/09593969.2022.2090992","DOIUrl":"https://doi.org/10.1080/09593969.2022.2090992","url":null,"abstract":"ABSTRACT Through their assortment and merchandising decision-making retailers influence consumers choice by adjusting the choices available to them. Anchored in a market practice view, this article studies the role retailers play in shaping markets through their assortment building efforts. It demonstrates that retailers are not just reacting to changes in consumer demand but are becoming more proactive and actively try to change consumer demand in certain ways as retailers strive to be good corporate citizens. We show that trying to change how markets function is fraught with difficulties, as actors in the value chain must coordinate their expectations about what the market will look like in future.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"65 1","pages":"468 - 487"},"PeriodicalIF":3.6,"publicationDate":"2022-06-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90906711","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A systematic literature review on e-commerce logistics: towards an e-commerce and omni-channel decision framework","authors":"Andreas Risberg","doi":"10.1080/09593969.2022.2089903","DOIUrl":"https://doi.org/10.1080/09593969.2022.2089903","url":null,"abstract":"ABSTRACT e-Commerce is the fastest-growing sales channel, while omni-channel retailing is becoming the new retailing standard. Omni-channel logistics is an essential complex aspect of omni-channel retailing, especially considering the increased consumer demand for seamless shopping experiences. This systematic literature review aims to synthesize the contemporary e-commerce logistics literature and to develop a logistics decision framework. This review shows how the focus of e-commerce logistics literature has evolved to multi-channel logistics, and lately to omni-channel logistics. The recent boom in omni-channel logistics publications highlights the importance of logistics in omni-channel retailing with increased complexity and a myriad of logistics design options. An omni-channel logistics decision framework covering 43 decision elements within supply and internal distribution, last mile consumer steering, last mile back-end fulfilment, last mile delivery, and reverse logistics is created by synthesizing 373 articles. This review identifies research opportunities and encourages researchers to complement existing narrower studies with broader empirical studies focusing on the elements’ interplay, and configuration studies associated with firm performance. The framework and future research avenues support retail executives in designing logistics, in decision-making and in developing strategies.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":"25 1","pages":"67 - 91"},"PeriodicalIF":3.6,"publicationDate":"2022-06-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74084912","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}