International Review of Retail Distribution and Consumer Research最新文献

{"title":"The hard-working virtual agent in the service encounter boosts customer satisfaction","authors":"Magnus Söderlund, Eeva-Liisa Oikarinen, Teck Ming Tan","doi":"10.1080/09593969.2022.2042715","DOIUrl":"https://doi.org/10.1080/09593969.2022.2042715","url":null,"abstract":"ABSTRACT Virtual agents (VAs) are used increasingly as representatives of the firm in retail and service settings – particularly in online environments. Existing studies indicate that the customer’s experience is enhanced if VAs resemble humans, which seems to imply that what has been learned over the years in research about the influence of the human employee’s behavior on customer satisfaction may be applicable also to VA behavior. This study explores one factor, effort, which has a positive impact on customer satisfaction when it characterizes the human employee in service encounters. Although a VA (i.e., a computer program) cannot experience effort, it was assumed that human sensitivity to other humans’ effort, and a tendency to anthropomorphize non-human agents, would make human customers susceptible to effort-expending signals when they interact with a VA. To examine this assumption, data were collected from customers who had been interacting with existing VAs. The results indicate that three specific behaviors (engaging in personal conversation, listening, and display of warmth) boost the customer’s perceptions of VA effort, and that perceived VA effort has a positive impact on customer satisfaction.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82404969","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":"In-store surveillance technologies: what drives their acceptability among consumers?","authors":"R. Brooksbank, J. Scott, S. Fullerton","doi":"10.1080/09593969.2022.2042713","DOIUrl":"https://doi.org/10.1080/09593969.2022.2042713","url":null,"abstract":"ABSTRACT Retail surveillance technologies that enable marketers to track the in-store behaviour of an individual consumer are becoming commonplace. Yet, despite questions raised about their ethicality, their acceptability from a consumer perspective remains under-researched, thereby limiting a marketer’s ability to make informed decisions when deploying such technologies. Accordingly, this study focuses on a ‘matched pair’ of widely used technologies selected specifically for the purpose of examining its core proposition that a voluntary, transparent form of surveillance that provides the consumer with direct benefits (Shopkick), will be viewed more favourably than will its equal and opposite counterpart (Shopperception). Building on the theoretical perspective of the Technology Acceptance Model (TAM), a sample of 477 survey respondents provided reasons why each technology might, or might not, be acceptable using an essentially open-ended questionnaire. Responses were coded and labelled with the subsequent lists of reasons being analysed descriptively. A single closed-ended question required respondents to rate their overall acceptability, and these responses were subject to t-tests. A comparison of the results obtained across two independent subsamples show that consumers evaluate ‘Shopkick’ to be considerably more acceptable than ‘Shopperception’, thereby confirming the study’s core proposition whilst also providing insights into the specific ‘costs and benefits’ associated with each technology from the consumers’ point of view. The study’s findings and their implications are then delineated from the perspective of both practitioners and academicians. For practitioners, an easy-to-use ‘infographic’ visual decision-making aid designed to help retailers make more informed choices about if and how to best to deploy the new generation of in-store surveillance technologies is developed. For academicians with a focus on theoretical considerations, a variation of the TAM as it relates to the consumers’ propensity to accept or reject an in-store surveillance technology is also proposed.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-02-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87637563","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":"Antecedents of trust in product review blogs and their impact on users’ behavioral intentions","authors":"Antonio Eliezer Raposo Junior, E. Mainardes, P. Cruz","doi":"10.1080/09593969.2022.2042714","DOIUrl":"https://doi.org/10.1080/09593969.2022.2042714","url":null,"abstract":"ABSTRACT This research aims to identify the antecedents and consequents of trust in the product review blogs in an emerging market, which possess different characteristics than developed markets. We adopt the definition of product review blogs (PRB) as those blogs, websites, or social networking pages that disseminate experiences and/or information about products and services. We propose a model that incorporates individual characteristics and beliefs as antecedents of trust in the PRB and behavioral intentions as its consequence. Next, we conduct a questionnaire with 407 Brazilians who follow any PRB. We analyzed the data using structural equation modeling with partial least squares estimation (PLS-SEM). The results demonstrate the influence of trust in the PRB on users’ purchase intention, intention to follow blog recommendations, and intention to continue participating in the blog in an expressive emerging market. The trust in the PRB tends to have the PRB credibility as an antecedent. The findings suggest that subjective knowledge directly affects trust in the PRB and indirectly affects trust through PRB credibility, a mediating variable in the relationship between these variables. Our results reveal a direct and negative effect on PRB trust regarding susceptibility to informational influence. However, we also identify an indirect positive impact on trust in the PRB through PRB credibility. The results allow us to conclude that PRB credibility plays a central role in the antecedents of trust in the PRB in emerging markets.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-02-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74110471","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":"Omnichannel marketing: structured review, synthesis, and future directions","authors":"Anh Nguyen, R. McClelland, Nguyen Hoang Thuan, T. Hoang","doi":"10.1080/09593969.2022.2034125","DOIUrl":"https://doi.org/10.1080/09593969.2022.2034125","url":null,"abstract":"ABSTRACT This study synthesises current understanding and developments in omnichannel marketing, provides a comprehensive and structured review of this domain, and suggests future research directions. The research adopts a structured literature review approach to analyse and synthesise 174 omnichannel-related papers published from 2011 to 2021. Within the omnichannel-related literature, omnichannel marketing is in its infancy stage. We find mature themes such as consumer behaviour, customer decision, and customer experience, as well as emerging topics such as customer engagement and switching experience, thus allowing us to define key trends in omnichannel marketing. We apply a holistic perspective and present a novel and original review of omnichannel marketing within an up-to-date, comprehensive picture of omnichannel-related studies. This study is useful for practitioners as it outlines the pillars of recent developments in omnichannel marketing based on scholarly literature.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"72425246","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 list use in the United States","authors":"Ronald B. Larson","doi":"10.1080/09593969.2021.2024869","DOIUrl":"https://doi.org/10.1080/09593969.2021.2024869","url":null,"abstract":"ABSTRACT Shopping lists are regularly used by most U.S. consumers when they visit supermarkets. Having a list tends to influence shopper behaviors. Industry surveys suggest that demographics can predict who uses lists. However, these conclusions were usually based on simple correlations. Few academic studies, and none in more than 20 years, have used multivariate analysis to profile frequent shopping list users with both demographics and attitude measures. The industry and existing academic studies did not provide a complete profile of list users. Six studies, four store intercept surveys in rural U.S. communities (N = 965) and two national internet panel surveys (N = 1328), were used to test relationships between demographic and attitude measures and list use. None of the demographics were consistently associated with list use. Privacy concerns and impulsivity were important, while region, environmental attitudes, and a proxy measure for risk preferences (birth order) were not consistently significant. The resulting profile may help manufacturers, retailers, and educators better understand this behavior.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-01-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78359152","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":"Editorial for first issue of international review of retail, distribution and consumer research, 2022","authors":"U. Johansson","doi":"10.1080/09593969.2021.2024712","DOIUrl":"https://doi.org/10.1080/09593969.2021.2024712","url":null,"abstract":"","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84533880","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":"Can we localise in Central Europe from the marketing aspect: verification of a conceptual model from Czechia","authors":"Petr Šimek, T. Sadílek","doi":"10.1080/09593969.2021.2020147","DOIUrl":"https://doi.org/10.1080/09593969.2021.2020147","url":null,"abstract":"ABSTRACT In today’s world marketing is an important tool and local preferences based on the social environment can contribute substantially to the media mix. This study is about the issue of the preference of customers of stores, which use local elements as part of their marketing strategy over those who communicate globally. This paper describes the preference of Czech consumers for stores that use local elements as part of their marketing strategy over those who communicate globally. The model, which examines how interest in local activities and specific involvement in local communities’ influence consumer preferences, is created by the theory of justified action and the concept of the creation of social networks. The model is tested using data from a representative sample of Czech consumers (CAWI collection) using the analysis of the chi-square test and Spearman’s rank-order coefficient. The results show that both interest and specific involvement have a strong connection and relationship with local values. No similar study has previously been executed for the Czechia and this may be an important reason for feasible use in the retail branch. Due to similar development, this research can be generalized for other Central European countries.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74162112","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":"Consumer brand hate: The role of ambivalence","authors":"Consuelo Valenzuela, Luciano Castellucci, Maria Trinidad Mena, C. Bianchi","doi":"10.1080/09593969.2021.2018017","DOIUrl":"https://doi.org/10.1080/09593969.2021.2018017","url":null,"abstract":"ABSTRACT Despite the importance of consumer brand hate and the negative consequences for brands, scant research has examined how consumer brand hate is formed and what is the role of consumer ambiguity in this process. The purpose of this study is to address this gap and explore how consumer ambivalence is manifested in consumer feelings of brand hate. A qualitative methodology was conducted to address the research question and the data collection method involved two studies: thirty-eight in-depth interviews and eight focus group interviews with consumers located in Chile. The findings confirm that consumer brand hate is not always an absolute feeling because in some cases consumers may be ambivalent (feel simultaneous positive and negative emotions) while feeling brand hate. The findings provide implications for brand managers, retailers and academics.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2021-12-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78202152","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":"‘Sorry we do not deliver to your area’: geographical inequalities in online groceries provision","authors":"A. Newing, Nick Hood, Francisco Videira, Jack Lewis","doi":"10.1080/09593969.2021.2017321","DOIUrl":"https://doi.org/10.1080/09593969.2021.2017321","url":null,"abstract":"ABSTRACT The British grocery retail sector is experiencing rapid growth in online ordering for home delivery, resulting in considerable supply side investment in delivery and fulfilment infrastructure. For retailers with a physical store network, investments typically utilise larger format stores as delivery and fulfilment hubs. Proximity to the store network and delivery infrastructure capacity thus drive the availability and choice of online groceries provider at the neighbourhood level. We aim to assess the geographical extent of online groceries coverage at a small-area level in Great Britain (GB). We carry out a nationwide assessment of the provision of online groceries, revealing generally excellent coverage within urban and suburban areas, including those neighbourhoods that may have once been considered urban food deserts. However, rural–urban inequalities are evident, with the most remote and rural catchments experiencing comparatively poor online groceries provision. We argue that these inequalities give rise to a new form of food desert: remote and rural neighbourhoods with the compounded effects of poor access to physical retail provision (akin to ‘traditional’ food deserts) and the additional disadvantage of poor coverage by online groceries providers. Many of these neighbourhoods are already the most remote from physical store provision and may also be faced with withdrawal of physical (retail) services. We make a number of recommendations that could support the provision of online groceries services in these areas and reflect on the tremendous potential for ongoing research into widening inequalities in access to grocery retailing driven by the geography of online groceries.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2021-12-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75443628","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":"Omnichannel retailing strategy: a systematic review","authors":"Aregu Asmare, Shimelis Zewdie","doi":"10.1080/09593969.2021.2024447","DOIUrl":"https://doi.org/10.1080/09593969.2021.2024447","url":null,"abstract":"ABSTRACT Technological advances and continued digitization are having a powerful impact on consumer behaviour, market development, and business-consumer interactions. Companies are trying to support these developments by providing multiple integrated channels. Omnichannel retail strategy is a new retail trend that has transformed retail industry by consolidating all customer touch points into one holistic experience. The present study aims to systematically review the extant literatures regarding key drivers that stimulate retailers to shift from multichannel to omnichannel strategy and the outcome of omnichannel strategy in the context of channel integration from the retailer’s perspective and seamless shopping experience form the customer’s perspective. A systematic literature review was conducted, and screenings criteria were performed to refine the articles. A total of 48 articles meet the selection criteria were reviewed analysed, and important information was extracted. The review result reveals that the omnichannel theme is emerging; showing relevance and novelty, but still requires a theory-driven research, comparative studies across cultures and qualitative approach to collect rich first-hand data from retailers and customers point of view. This article is timely and useful as it provides a holistic view of omnichannel retail research and provides literature-based evidence on the drivers and outcomes of omnichannel retail strategy from the perspective of retailers and customers. It also makes it possible to map scholarly activity on the subject, thus contributing to the advancement of future research.","PeriodicalId":47139,"journal":{"name":"International Review of Retail Distribution and Consumer Research","volume":null,"pages":null},"PeriodicalIF":3.6,"publicationDate":"2021-12-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88244618","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}