Journal of Retailing and Consumer Services最新文献_第2页

Influencing mechanisms of live streamer's language strategies on product sales

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-23 DOI: 10.1016/j.jretconser.2025.104291

Xiangyang Ma , Jiawen Ren , Xianghui Khor , Ruina Wang , Tieshan Li , Xiaoping Lang

引用次数: 0

Improving consumer satisfaction through shopping app features: A Kano-based approach

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-21 DOI: 10.1016/j.jretconser.2025.104243

Kathrin Sinemus , Stephan Zielke , Thomas Dobbelstein

{"title":"Improving consumer satisfaction through shopping app features: A Kano-based approach","authors":"Kathrin Sinemus , Stephan Zielke , Thomas Dobbelstein","doi":"10.1016/j.jretconser.2025.104243","DOIUrl":"10.1016/j.jretconser.2025.104243","url":null,"abstract":"<div><div>Most retailers offer a shopping app to their customers. Such shopping apps can include various features, such as product finding tools, wish lists, check and reserve, visual search, or augmented reality. For designing an app, retailers must know which features customers take for granted to prevent dissatisfaction and which features they appreciate to increase satisfaction. This study therefore applies the Kano model of customer satisfaction to analyze how a representative sample of 798 consumers categorize 25 app features as either must-be, attractive, one-dimensional, or indifferent. It further segments customers based on their tendencies to characterize the features and shows differences between these segments in several profiling factors, such as browsing orientation, app enjoyment, innovativeness, app usage frequency, and product involvement. This study extends existing literature by understanding how each of these features contributes to preventing dissatisfaction and increasing satisfaction and how this contribution differs between customer segments. Our study has in particular implications for designing shopping apps and targeting app design and communication of feature benefits to the identified segments.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104243"},"PeriodicalIF":11.0,"publicationDate":"2025-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143682594","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Dynamic prediction of product competitive position: A multisource data-driven competitive analysis framework from a multi-competitor perspective

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-20 DOI: 10.1016/j.jretconser.2025.104289

Yanlai Li, Huiru Yu, Zifan Shen

{"title":"Dynamic prediction of product competitive position: A multisource data-driven competitive analysis framework from a multi-competitor perspective","authors":"Yanlai Li, Huiru Yu, Zifan Shen","doi":"10.1016/j.jretconser.2025.104289","DOIUrl":"10.1016/j.jretconser.2025.104289","url":null,"abstract":"<div><div>Competitive analysis is critical in enhancing product quality and facilitating strategic adaptation, with user-generated content (UGC) offering new avenues to improve product competitiveness. Existing UGC-based SWOT analysis methods have made progress in minimizing subjective bias. However, they still lack in analysis scope, enhancement of dynamic forecasting, and improvement of factor prioritization. Given the rapid changes in the market environment, companies urgently require innovative approaches to secure a competitive advantage. From a multi-competitor perspective, this study introduces a multisource data-driven dynamic SWOT (D-SWOT) analysis framework, which broadens the analysis to include all potential market competitors, aiming to dynamically predict the focal product's position in a specific competitive environment and evaluate factor priorities. Initially, competitors are identified from multisource data through a competitor identification algorithm. Subsequently, attributes are identified, their importance is assessed using the LDA model, and their performance is evaluated through the bidirectional long-short-term memory model. This study aims to comprehend market dynamics and formulate effective strategies by employing a grey prediction model to forecast future attribute trends. Based on the core principles of SWOT analysis, rules for determining factors have been clarified, and a D-SWOT matrix has been constructed to predict changes in the product's market position. Finally, integrating attribute performance differences with their relative importance, a competitive priority index apt for competitive analysis has been developed to guide product enhancements and strategic realignments. Through a case study involving tablet products, the framework's substantial benefits in terms of competitive analysis have been validated.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104289"},"PeriodicalIF":11.0,"publicationDate":"2025-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143682593","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

Improving customer retention in taxi industry using travel data analytics: A churn prediction study

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-19 DOI: 10.1016/j.jretconser.2025.104288

A.L.D. Loureiro , V.L. Miguéis , Álvaro Costa , Michel Ferreira

{"title":"Improving customer retention in taxi industry using travel data analytics: A churn prediction study","authors":"A.L.D. Loureiro , V.L. Miguéis , Álvaro Costa , Michel Ferreira","doi":"10.1016/j.jretconser.2025.104288","DOIUrl":"10.1016/j.jretconser.2025.104288","url":null,"abstract":"<div><div>The retention of public transport users is widely acknowledged as a paramount challenge in the path towards the establishment of more sustainable cities and societies. In this setting, in which no contractual relationship with customers exists, an early and accurate prediction of whether a customer will remain with the company or leave, assumes great significance for businesses to develop effective retention strategies. This work focuses on this topic by identifying potential churners based on their past travel behavior. To achieve this, we developed a set of classification models using various machine learning techniques. These models were then employed as base learners within a stacking ensemble. All classifiers were developed with a profit-driven approach, optimizing for expected maximum profit. Finally, we calculated Shapley Additive Explanation values to enhance the interpretability of the proposed classifiers. The performance of the predictive models was evaluated using the data of taxi services recorded in a Portuguese city for 52 months. A broad range of predictors is proposed, including recency and frequency measures of taxi usage as well as others related to customers' satisfaction level. The predictive power of the models was also assessed for specific proportions of higher risk customers. All models have shown the capability to identify churners accurately. This study innovates in evaluating the one-to-one service provider company-customer relationship in the context of taxi industry. Retention actions to promote customers loyalty and enhance retention are also suggested.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104288"},"PeriodicalIF":11.0,"publicationDate":"2025-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143643500","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

AI service may backfire: Reduced service warmth due to service provider transformation

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-18 DOI: 10.1016/j.jretconser.2025.104282

Xingyang Lv , Yufan Yang , Dazhi Qin , Xiaoyan Liu

{"title":"AI service may backfire: Reduced service warmth due to service provider transformation","authors":"Xingyang Lv , Yufan Yang , Dazhi Qin , Xiaoyan Liu","doi":"10.1016/j.jretconser.2025.104282","DOIUrl":"10.1016/j.jretconser.2025.104282","url":null,"abstract":"<div><div>Perceived service warmth, arising from interactions between customers and employees, is a fundamental component of the hospitality industry. However, as artificial intelligence (AI) facilities such as service robots and chatbots gradually replace the role of human staff, the inherent warmth of the hospitality industry may be under threat. Therefore, the current research aims to investigate how such service provider transformations might influence customer warmth perceptions, the underlying mechanism, and practical solutions for firms that plan to deploy AI facilities in the future. Using five studies (and a supplemental study), we demonstrate that AI (vs. human) service significantly reduces customers’ perceived service warmth due to the diminished mind perceptions (i.e., experience and agency) of AI staff as service providers. Such a warmth loss effect further leads to lower customers’ continuous usage intention of AI service. However, the effect is attenuated when AI staff interacts with customers using an informal (vs. formal) language style or for customers with a utilitarian (vs. hedonic) motivation. The findings of this research contribute to the literature on AI service and provide valuable insights for marketers into effective AI deployment in the hospitality industry.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104282"},"PeriodicalIF":11.0,"publicationDate":"2025-03-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143642853","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

Are assertive messages more effective in live marketing? Matching effects of anchor type and message assertiveness on purchase intention

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-17 DOI: 10.1016/j.jretconser.2025.104286

Yanping Gong , Rong Huang , Zhuo Chen , Yongdan Liu , Yuxuan Tan

{"title":"Are assertive messages more effective in live marketing? Matching effects of anchor type and message assertiveness on purchase intention","authors":"Yanping Gong , Rong Huang , Zhuo Chen , Yongdan Liu , Yuxuan Tan","doi":"10.1016/j.jretconser.2025.104286","DOIUrl":"10.1016/j.jretconser.2025.104286","url":null,"abstract":"<div><div>Artificial intelligence (AI) technologies have been extensively integrated into marketing practices, with virtual anchors emerging as novel tools. However, the existing research has rarely explored the optimal message strategies that different types of anchors should employ. By implementing two online scenario-based experiments and one laboratory experiment, this study investigates the matching effect between anchor type (virtual vs. human) and message assertiveness (assertive vs. non-assertive) on purchase intention, unveiling the distinct arousal mechanisms underlying these effects. The results indicate that the interaction between the anchor type and message assertiveness positively influences purchase intention, mediated by two emotional responses: excitement and relaxation. Specifically, virtual anchors that use assertive messages evoke higher levels of excitement among consumers, thereby increasing purchase intention. Conversely, human anchors that employ non-assertive messages induce greater relaxation, leading to increased purchase intention. These findings add to the literature on live marketing and AI-driven marketing communications. Additionally, they offer practical guidance for optimizing message strategies tailored to virtual and human anchors, thereby advancing the strategic design of live-streaming marketing campaigns.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104286"},"PeriodicalIF":11.0,"publicationDate":"2025-03-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143637556","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

Decoding influencer marketing effectiveness on instagram: Insights from image, text, and influencer features

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-15 DOI: 10.1016/j.jretconser.2025.104285

Yu-Hsiang Hsiao, Yi-Yi Lin

{"title":"Decoding influencer marketing effectiveness on instagram: Insights from image, text, and influencer features","authors":"Yu-Hsiang Hsiao, Yi-Yi Lin","doi":"10.1016/j.jretconser.2025.104285","DOIUrl":"10.1016/j.jretconser.2025.104285","url":null,"abstract":"<div><div>Influencer marketing has become a crucial strategy for modern brands. By collaborating with influencers to publish sponsored posts on social media platforms, brands can leverage influencer popularity and follower engagement to enhance brand exposure and attract potential consumers. This study aims to predict the popularity of sponsored posts on Instagram and analyze the factors influencing their effectiveness. To achieve this, four distinct feature sets were extracted from sponsored posts: image visual features, image topic features, text topic features, and influencer features. These features were used individually and in combination as predictive variables to develop models for predicting post popularity using various methods. Experimental results demonstrate that the predictive models achieve strong performance, with the best results obtained when incorporating all four feature sets, highlighting the importance of considering multiple factors in evaluating sponsored post effectiveness. Furthermore, this study employs the Taguchi experiments to analyze the relative contribution of the four feature sets to the post popularity and utilizes odds ratio analysis from logistic regression to provide detailed insights into the impact of individual features. By examining the influence of visual, textual, and influencer-related factors, this study offers valuable guidance for brands in selecting influencers and optimizing post content, providing deeper insights into influencer marketing strategies.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104285"},"PeriodicalIF":11.0,"publicationDate":"2025-03-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143629565","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

Signaling cost to distributive fairness sensitive customers with price guarantee window

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-13 DOI: 10.1016/j.jretconser.2025.104284

Zhiguo Li , Qianqian Cao , Xiaoyuan Xu , Hongwu Zhang

{"title":"Signaling cost to distributive fairness sensitive customers with price guarantee window","authors":"Zhiguo Li , Qianqian Cao , Xiaoyuan Xu , Hongwu Zhang","doi":"10.1016/j.jretconser.2025.104284","DOIUrl":"10.1016/j.jretconser.2025.104284","url":null,"abstract":"<div><div>This study investigates the influence of consumers' distributive fairness(DF) perceptions on a firm's optimal price guarantee window (PGW) decisions and cost disclosure strategies. The intertemporal signaling game model is employed to analyze two disclosure strategies, namely Proactive Disclosure and Retained Information. We show that a high-cost firm has an incentive to mimic the PGW decisions of a low-cost firm to be perceived as low-cost by consumers, and vice versa, creating a bidirectional imitation phenomenon. Secondly, when consumers have weak perceptions of DF, the disclosure of cost information reduces the PGW of the low-cost firm, challenging the traditional view that transparency always requires a low-cost firm to bear more service expenses. Thirdly, in a pooling equilibrium, different levels of consumers' distributive fairness perceptions lead to cost-information disclosure having the opposite effect on the demand of the high-type firm in the first period. Finally, when consumers' DF perceptions are weak, disclosing product cost information benefits the low-cost firm over the high-cost firm, and vice versa, indicating that the strategic value of cost disclosure depends on the interplay between cost state and consumer perceptions. Our findings offer valuable insights for managers, emphasizing the importance of aligning price service and cost transparency strategies with consumer DF perceptions.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104284"},"PeriodicalIF":11.0,"publicationDate":"2025-03-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143610754","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

Less colorful = purer? The effect of packaging colorfulness on product purity perception

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-10 DOI: 10.1016/j.jretconser.2025.104283

Zhiyuan Huang, Xiaohe Dai

引用次数: 0

The way out – Customer benefits and self-service satisfaction in cashierless shopping systems 出路 - 无收银台购物系统的客户利益和自助服务满意度

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-03-10 DOI: 10.1016/j.jretconser.2025.104280

Carsten D. Schultz , Friederike Paetz

{"title":"The way out – Customer benefits and self-service satisfaction in cashierless shopping systems","authors":"Carsten D. Schultz , Friederike Paetz","doi":"10.1016/j.jretconser.2025.104280","DOIUrl":"10.1016/j.jretconser.2025.104280","url":null,"abstract":"<div><div>Introducing cashierless shopping systems offers an opportunity to innovate the checkout process for stationary retailers who encounter significant competition from both, existing stationary competitors and online retailers. The present study analyzes three types of cashierless shopping systems: mobile apps, face recognition, and self-checkouts. Following a review of customer benefits of digitization in stationary retailing, we integrate customer convenience, empowerment, and experience as well as self-service satisfaction in the Unified Theory of Acceptance and Use of Technology. An initial study with 406 participants validates the underlying framework while extending it with technology affinity and privacy concerns. Customer benefits in cashierless systems are explored based on 539 questionnaires. Performance expectancy, effort expectancy, customer empowerment, and customer experience positively impact shoppers’ self-service satisfaction and willingness to use cashierless systems. Conversely, concerns about data privacy have a negative effect. The results reveal that participants perceive all types of cashierless shopping systems as comparatively similar. These systems perform the checkout process, empower shoppers, create positive service experiences, and adhere to data protection regulations. Qualitative insights ultimatively identify five key topics: convenience, security concerns, social concerns, technical concerns, and the shopping situation. These findings highlight the complexity of customer preferences regarding cashierless shopping systems.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"85 ","pages":"Article 104280"},"PeriodicalIF":11.0,"publicationDate":"2025-03-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143593684","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0