Journal of Retailing and Consumer Services最新文献

Left out, stay out? The impact of social exclusion on consumer engagement in brand activism 被排除在外？社会排斥对消费者参与品牌行动主义的影响

IF 13.1 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-31 DOI: 10.1016/j.jretconser.2025.104447

Scheng Xie , Haiying Wei

{"title":"Left out, stay out? The impact of social exclusion on consumer engagement in brand activism","authors":"Scheng Xie , Haiying Wei","doi":"10.1016/j.jretconser.2025.104447","DOIUrl":"10.1016/j.jretconser.2025.104447","url":null,"abstract":"<div><div>Brand activism is a social movement that requires active consumer engagement and aims to achieve specific social goals through collective power. The success of brand activism frequently depends on consumers' support and engagement. Consumers' social experiences can significantly and uniquely influence their engagement behavior, particularly regarding social exclusion, which is prevalent in daily life. However, there is a shortage of in-depth research on how social exclusion affects consumer engagement in brand activism. Drawing on impression management theory and five studies, we discovered that socially excluded (vs. socially included) consumers are inclined to avoid engaging in brand activism due to rejection concerns. Notably, brand image can produce a “backfire effect.” Specifically, a prestigious brand image can mitigate rejection concerns, thereby reversing the negative effect of social exclusion on consumer engagement in brand activism. These findings provide researchers with valuable insights into how social exclusion influences consumer engagement in brand activism from an impression management perspective, contributing to the existing literature on brand activism and social exclusion while offering valuable practical guidance for marketers.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104447"},"PeriodicalIF":13.1,"publicationDate":"2025-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144748800","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Augmented reality and spatial fit uncertainty in online retailing 网络零售中的增强现实与空间匹配不确定性

IF 13.1 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-31 DOI: 10.1016/j.jretconser.2025.104442

Alexander Pfaff , Martin Spann

{"title":"Augmented reality and spatial fit uncertainty in online retailing","authors":"Alexander Pfaff , Martin Spann","doi":"10.1016/j.jretconser.2025.104442","DOIUrl":"10.1016/j.jretconser.2025.104442","url":null,"abstract":"<div><div>Augmented Reality (AR) is an emerging technology in e-commerce that facilitates online product evaluation. It enables consumers to project virtual product models into their real-world surroundings in real time using their mobile devices. By improving online product evaluation, AR has the potential to reduce online consumer product uncertainty and thereby increase e-commerce sales. This paper investigates the effectiveness of AR enablement in reducing spatial product fit uncertainty by analyzing a unique dataset of online purchases of AR-enabled and non-AR-enabled products from a multi-channel home interior retailer. The authors' identification strategy exploits a pandemic-related shutdown of offline retail stores to isolate the effect of AR enablement on online sales when the offline channel is unavailable for product evaluation. The authors find that AR enablement can be particularly effective for evaluating and selling larger products, which are associated with higher spatial fit uncertainty. The authors derive channel-related implications for retailers deploying AR and contribute to retail and consumer research by enhancing the nuanced understanding of online consumer behavior when interacting with a new digital technology.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104442"},"PeriodicalIF":13.1,"publicationDate":"2025-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144748801","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Customer inspiration in the metaverse: Antecedents, mechanisms, and outcomes 虚拟世界中的客户激励：前提、机制和结果

IF 13.1 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-30 DOI: 10.1016/j.jretconser.2025.104439

Saleh Bazi , Doa'a Hajawi

{"title":"Customer inspiration in the metaverse: Antecedents, mechanisms, and outcomes","authors":"Saleh Bazi , Doa'a Hajawi","doi":"10.1016/j.jretconser.2025.104439","DOIUrl":"10.1016/j.jretconser.2025.104439","url":null,"abstract":"<div><div>The metaverse represents a transformative digital environment reshaping consumer-brand interactions, yet the psychological mechanisms driving engagement remain unexplored. This study develops and examines a model of customer inspiration in the metaverse, testing how gameful experience, embodiment, and digital environment benefits drive customer inspiration from and to states. Using data from 1045 metaverse users analyzed via Partial Least Squares-Structural Equation Modelling (PLS-SEM). We find gameful experience, embodiment, and digital benefits significantly enhance inspiration-by, with digital benefits emerging as the strongest driver. The customer inspiration-by to inspiration-to proves more robust than traditional digital context, leading to essential outcomes: brand happiness, brand loyalty, immersive experience, and willingness to pay a premium price. The study profoundly contributes to scholars and offers actionable insights for marketers, highlighting that the metaverse design, particularly gamification and features, outperforms the hedonic approaches. We contribute to emerging research topics on virtual consumer psychology while providing a framework for optimizing metaverse marketing.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104439"},"PeriodicalIF":13.1,"publicationDate":"2025-07-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144722967","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

How do consumers react to AI-generated green marketing content? A hybrid analysis using PLS-SEM and text mining 消费者对人工智能生成的绿色营销内容有何反应？使用PLS-SEM和文本挖掘的混合分析

IF 13.1 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-30 DOI: 10.1016/j.jretconser.2025.104431

Cheng Zhou, Bing Jiang

{"title":"How do consumers react to AI-generated green marketing content? A hybrid analysis using PLS-SEM and text mining","authors":"Cheng Zhou, Bing Jiang","doi":"10.1016/j.jretconser.2025.104431","DOIUrl":"10.1016/j.jretconser.2025.104431","url":null,"abstract":"<div><div>In the field of marketing, generative artificial intelligence(AI) is gradually becoming an assistant to human creators, enabling them to efficiently create marketing content based on different marketing objectives. Recently, green marketing has become an important strategy implemented by retailers to enhance their corporate image and consumer engagement. This study imitates human creators' strategies for creating green marketing content and categorizes three strategies for using AI-generated green marketing content. The results of two studies reveal that moderate green in AI-generated content (compared to non-green content) awakens consumers' pro-environmental perceptions, consequently increasing their purchase intention. However, excessive green in AI-generated content (compared to moderate green content) evokes skepticism related to greenwashing, which, in turn, negatively impacts their intention to purchase. Additionally, perceived experience and agency positively moderate the relationships between the different strategies of using AI-generated green marketing content and consumers' reactions. Our research highlights the importance of using thoughtful approaches to generative AI implementation in the field of green marketing, especially those aimed at reaping economic advantages (e.g., cost efficiency, enhanced consumer engagement, and improved innovation) while maintaining strong consumer relationships.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104431"},"PeriodicalIF":13.1,"publicationDate":"2025-07-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144724782","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Explaining and predicting new retail market and consumer behavior habits using partial least squares structural equation modeling (PLS-SEM) 利用偏最小二乘结构方程模型（PLS-SEM）解释和预测新零售市场和消费者行为习惯

IF 13.1 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-30 DOI: 10.1016/j.jretconser.2025.104446

Jun-Hwa Cheah , Joseph F. Hair

引用次数: 0

Views or likes? Utilizing social paratexts to make recommendations more effective in mobile social E-commerce: Construal level perspective 观点还是点赞？利用社交文本在移动社交电子商务中提供更有效的建议：解释层次的视角

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-28 DOI: 10.1016/j.jretconser.2025.104419

Xu Li , Qiqi Jiang , Kanliang Wang

{"title":"Views or likes? Utilizing social paratexts to make recommendations more effective in mobile social E-commerce: Construal level perspective","authors":"Xu Li , Qiqi Jiang , Kanliang Wang","doi":"10.1016/j.jretconser.2025.104419","DOIUrl":"10.1016/j.jretconser.2025.104419","url":null,"abstract":"<div><div>Social recommendation, a key component of social e-commerce, plays a pivotal role in consumer decision-making processes. Considering the characteristics of social media engagement on mobile devices, this study focuses on optimizing the design and presentation of social feedback (i.e., paratexts) accompanying persuasive messages to promote purchases. In our context, paratexts refer to elements surrounding the main text, such as the “views”, “likes”, “emoji” or “followers” on social media. We explore how different paratexts (i.e., views versus likes) affect consumer information processing. Drawing on Construal Level Theory, we conducted three experiments: an Implicit Association Test (Study 1), a between-subjects experiment measuring perceived immersion, abstraction, and attitude clarity (Study 2), and a 2 × 2 factorial design manipulating paratexts and social distance (Study 3). The first two laboratory experiments reveal a cognitive association between “Views” and high-level construal, as well as “Likes” and low-level construal. Moreover, integrating feedback type with social distance, we find that showing friends' likes lead to more purchases than presenting the crowd's likes, whereas the reverse holds for views. This research provides valuable insights for researchers and practitioners in advancing recommender systems for mobile social commerce.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104419"},"PeriodicalIF":11.0,"publicationDate":"2025-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144713543","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Sales mode selection and blockchain adoption decisions of alternative product supply chain under consumer skepticism 消费者怀疑下替代产品供应链的销售模式选择与区块链采用决策

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-28 DOI: 10.1016/j.jretconser.2025.104435

Yingluo Yan , Fengmin Yao , Yufei Wang

{"title":"Sales mode selection and blockchain adoption decisions of alternative product supply chain under consumer skepticism","authors":"Yingluo Yan , Fengmin Yao , Yufei Wang","doi":"10.1016/j.jretconser.2025.104435","DOIUrl":"10.1016/j.jretconser.2025.104435","url":null,"abstract":"<div><div>Implementing green strategies associated with risks for enterprises, primarily arising from consumer skepticism regarding the green attributes of products and the competitive pressure exerted by traditional products. Considering consumer skepticism and heterogeneous manufacturers compete, we utilize the Stackelberg game to develop blockchain adoption decision models of alternative product supply chain. And we incorporate the commonly observed issue of agency efficiency into the models, capturing the disadvantage of the agency mode relative to the reselling mode in terms of sales and service efficiency. The differences in motivation for green manufacturer (GM) to adopt blockchain under different sales mode, as well as the economic, environmental, and social values of blockchain adoption is investigated. We show that when the agency mode has higher efficiency and the substitutability degree between the two products is lower while the commission rate is higher, the GM and e-commerce platform (EP) will both choose the agency mode. Additionally, the consumer skepticism degree and blockchain adoption cost will affect the preference range of both parties' sales mode. The use of blockchain by GM does not necessarily improve the green design level and his profits, depending on the consumer skepticism degree and the blockchain adoption cost. Interestingly, traditional manufacturer can always benefit from “free-riding” (i.e., leveraging the GM's blockchain investment without bearing the cost), whereas EP doesn't always benefit from this. Meanwhile, only when the substitutability of the two products is smaller and the commission rate is higher, GM is more willing to adopt blockchain in the reselling mode. Moreover, the GM may achieve a “win-win-win” situation in terms of economic, environmental, and social aspects by adopting blockchain.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104435"},"PeriodicalIF":11.0,"publicationDate":"2025-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144713541","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Live streaming channel strategies in the presence of the dual effect of influencers 网红存在的双重效应下的直播渠道策略

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-28 DOI: 10.1016/j.jretconser.2025.104418

Junlin Chen , Xiaohan Li , Ying Zhang , Bangdong Zhi

{"title":"Live streaming channel strategies in the presence of the dual effect of influencers","authors":"Junlin Chen , Xiaohan Li , Ying Zhang , Bangdong Zhi","doi":"10.1016/j.jretconser.2025.104418","DOIUrl":"10.1016/j.jretconser.2025.104418","url":null,"abstract":"<div><div>Live streaming (LS) has become a vital sales channel for brand owners. This study evaluates three LS strategies: self LS (S model), where the brand sells directly through its own account; influencer LS (I model), where products are sold via an influencer's account; and hybrid LS (C model), which combines both approaches. Our findings reveal that the choice of strategy is strongly influenced by the influencer's fan effect. A high fan effect favors the I model, followed by the C model, while a low fan effect favors the S model. As customer viewing costs increase (e.g., due to shorter streaming durations), sales prices rise in the C model but drop in the I model. However, the brand owner's profit increases in both I and C models. We also find that moderate reputation spillover benefits both the brand owner and the influencer, but the influencer may not always deliver maximum effort in the I model. Additionally, consumer welfare is always highest when the C channel is used, and consumer interests may not always align with those of the brand owner and influencer. In the extensions, we consider platform streaming algorithms and external competition, further enriching the research conclusions. This study offers guidance to brand owners in selecting LS strategies, highlighting the trade-offs between self-live streaming and influencer collaboration.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104418"},"PeriodicalIF":11.0,"publicationDate":"2025-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144713542","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

“Holiday effect” in online product Returns: Evidence from negative expectation disconfirmation and post-purchase dissonance 在线产品退货中的“假日效应”：来自负面期望不实和购后失调的证据

IF 13.1 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-28 DOI: 10.1016/j.jretconser.2025.104443

Yun Wang , Bo Yu , Jing Chen , Tausifur Rahman Johan

{"title":"“Holiday effect” in online product Returns: Evidence from negative expectation disconfirmation and post-purchase dissonance","authors":"Yun Wang , Bo Yu , Jing Chen , Tausifur Rahman Johan","doi":"10.1016/j.jretconser.2025.104443","DOIUrl":"10.1016/j.jretconser.2025.104443","url":null,"abstract":"<div><div>Product returns pose significant challenges for online retailers, particularly during holiday seasons when shopping behaviors are influenced by heightened emotions and promotional incentives. This study examines the impact of holidays on consumers’ online product return intentions using a two-phase repeated online survey conducted before and after major holiday periods. It examined the role of negative expectation disconfirmation and post-purchase dissonance (including both cognitive and emotional dissonance) as key psychological mechanisms driving return intentions. The findings confirm that negative expectation disconfirmation and emotional dissonance significantly influence return intentions, with emotional dissonance playing a stronger role than cognitive dissonance. Additionally, holidays moderate the relationships between price, negative expectation disconfirmation, and return intentions, suggesting that consumer decision-making during holiday shopping differs from the non-holiday period. This research contributes to the literature on consumer post-purchase behavior by empirically validating a dual psychological mechanism underlying product returns and highlighting the nuanced effects of holidays. Managerial implications suggest that retailers should develop strategies to mitigate emotional dissonance during holidays.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104443"},"PeriodicalIF":13.1,"publicationDate":"2025-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144722678","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Can imagining the future repair trust? The impact of chatbots' trust repair on the continuous interaction intention in service failure 想象未来能修复信任吗？服务故障时聊天机器人信任修复对持续交互意愿的影响

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-07-26 DOI: 10.1016/j.jretconser.2025.104437

Xueying Wang , Yuexian Zhang

{"title":"Can imagining the future repair trust? The impact of chatbots' trust repair on the continuous interaction intention in service failure","authors":"Xueying Wang , Yuexian Zhang","doi":"10.1016/j.jretconser.2025.104437","DOIUrl":"10.1016/j.jretconser.2025.104437","url":null,"abstract":"<div><div>In the field of tourism, it is almost inevitable for chatbots to encounter service failures. After a chatbot experiences a service failure, how to conduct effective service recovery is crucial for retaining consumers. Whether a chatbot can enhance continuous interaction intention by enabling customers to envision the time-course of successful service remains unknown. This study aims to discuss the different impacts of chatbots' trust repair, namely ego-moving and event-moving on continuous interaction intention. Three studies were conducted in the study to examine the impact of chatbots' trust repair on continuous interaction intention. Additionally, the mediating roles of system trust, as well as the moderating roles of tourism type and failure type, were analyzed. The research findings indicate that ego-moving trust repair can more effectively stimulate continuous interaction intention compared with event-moving trust repair, with system trust playing mediating roles in this influence process. Further analysis revealed that this effect is moderated by tourism type and failure type. Specifically, for leisure tourism, ego-moving trust repair is more likely to stimulate their continuous interaction intention through system trust. In contrast, for business tourism, event-moving trust repair is more effective. Moreover, when a information failure occurs, ego-moving trust repair is more likely to trigger continuous interaction intention through system trust. However, in the case of an system failure, the opposite is true. This study has linked the research on chatbots' trust repair and time metaphor, thereby providing a new perspective on how chatbots can conduct service recovery.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"87 ","pages":"Article 104437"},"PeriodicalIF":11.0,"publicationDate":"2025-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144711018","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0