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

Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies 消费者对电子商务服务失败的反应：通过战略恢复政策利用再购买意愿

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-30 DOI: 10.1016/j.jretconser.2024.104137

Prince Owusu , Zhiwen Li , Isaac Adjei Mensah , Akoto Yaw Omari-Sasu

{"title":"Consumer response to E-commerce service failure: Leveraging repurchase intentions through strategic recovery policies","authors":"Prince Owusu , Zhiwen Li , Isaac Adjei Mensah , Akoto Yaw Omari-Sasu","doi":"10.1016/j.jretconser.2024.104137","DOIUrl":"10.1016/j.jretconser.2024.104137","url":null,"abstract":"<div><div>The study emphasizes on the impact of online retailers' recovery policies on consumer empowerment and gratification together with repurchase intentions. The research surveyed online shoppers who experienced service failure after which subsequent recovery efforts were made by retailers. The first stage of the study which involved a structural model analysis revealed that consumers' perceptions of the quality of retailers’ recovery policies significantly influence consumer empowerment, consumer gratification and repurchase intentions, and the financial risk associated with a product significantly moderates the relationship between the recovery policies and consumer intentions to repurchase the product. The second stage involved considering six different full-profile hypothetical scenarios. Following this, the study simulated consumer choices by calculating the total utility for each scenario based on the attribute levels. The study then applied a scenario-based probabilistic game model that normalizes these utilities to estimate consumer preference probability. The results indicated that scenarios combining high-value attributes, such as premium upgrades and full refunds, have the highest likelihood of being chosen. The study concludes with proposed managerial strategies for online retailers to enhance customer retention.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104137"},"PeriodicalIF":11.0,"publicationDate":"2024-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142554075","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 mobile promotion automation decrease overall purchases? The role of promotion pattern predictability in customer habit formation 移动促销自动化能否减少总体购买量？促销模式的可预测性在顾客习惯养成中的作用

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-30 DOI: 10.1016/j.jretconser.2024.104138

Pezhman Lamei, Milad Mohammadi Darani, Jennifer Wiggins, Christopher Mahar

{"title":"Can mobile promotion automation decrease overall purchases? The role of promotion pattern predictability in customer habit formation","authors":"Pezhman Lamei, Milad Mohammadi Darani, Jennifer Wiggins, Christopher Mahar","doi":"10.1016/j.jretconser.2024.104138","DOIUrl":"10.1016/j.jretconser.2024.104138","url":null,"abstract":"<div><div>Automating mobile promotions facilitates customization through geo-location and temporal targeting; however, this can lead the geographic and temporal patterns of promotions to become predictable. We argue that this predictability enables customer habit formation as the promotion, the context in which it is received, and the purchase behavior become associated in the customer's memory through repeated co-occurrence. This results in the customer purchasing only when promotions are expected to occur, decreasing their overall purchase likelihood. Across four studies, including empirical data from two different industries in different global regions and two controlled laboratory experiments focused on different purchase scenarios, we find that customers exposed to predictable promotion patterns shift their purchases to when promotions are expected, decreasing overall purchase probability. These effects are stronger for customers with consistent past purchase patterns or low involvement with the product, and predictability of promotion patterns does not impact customer attitudes, providing evidence that they are driven by customer habit formation.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104138"},"PeriodicalIF":11.0,"publicationDate":"2024-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142554072","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

Eye-opening! Exploring uncertainty marketing through hedonic blind box collectibles 大开眼界！通过享乐主义盲盒收藏品探索不确定性营销

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-30 DOI: 10.1016/j.jretconser.2024.104127

Cary Lee , Jessica Wyllie , Stacey Brennan

引用次数: 0

“Take no risk!”: Immediate and delayed backfire-effect of risk-reducing messages in retailers' return and exchange policies "不要冒险！"：零售商退换货政策中降低风险信息的即时和延迟反作用力

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-30 DOI: 10.1016/j.jretconser.2024.104134

Antonin Woimant , Nadia Steils

{"title":"“Take no risk!”: Immediate and delayed backfire-effect of risk-reducing messages in retailers' return and exchange policies","authors":"Antonin Woimant , Nadia Steils","doi":"10.1016/j.jretconser.2024.104134","DOIUrl":"10.1016/j.jretconser.2024.104134","url":null,"abstract":"<div><div>While much research highlights the positive effects of appropriate risk framing in online retail advertising, this study reveals its potential adverse impact on consumer purchase decisions, particularly when communicating retailers' return and exchange policies. We conducted four studies, including three distinct field experiments in partnership with a major online retailer, to explore immediate and deferred consumer behaviors - advertising engagement and actual purchases - across over 452,632 consumers, and one controlled online experiment to test the proposed hypotheses. Studies 1a and 1b examined the short-term adverse effects of reassuring risk framing on immediate advertising engagement, and Study 2 assessed its impact on delayed decisions (actual purchase). Study 3 provided insights into the underlying psychological mechanisms using the persuasion knowledge theory. Our findings indicate that framing messages such as “take no risk” can diminish advertising engagement and actual purchasing behavior, because of greater persuasion knowledge. Advertisers are advised to carefully evaluate the use of risk-reducing messages in their communication to avoid unintended negative impacts on both advertising engagement and actual purchase behavior. This study enriches the advertising literature by uncovering the backfiring effects of reassuring risk-reducing framing.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104134"},"PeriodicalIF":11.0,"publicationDate":"2024-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142554074","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

Determining investment allocation strategies to improve consumer satisfaction based on a preference learning model 基于偏好学习模型确定投资分配策略，提高消费者满意度

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-30 DOI: 10.1016/j.jretconser.2024.104140

Xingli Wu, Huchang Liao

{"title":"Determining investment allocation strategies to improve consumer satisfaction based on a preference learning model","authors":"Xingli Wu, Huchang Liao","doi":"10.1016/j.jretconser.2024.104140","DOIUrl":"10.1016/j.jretconser.2024.104140","url":null,"abstract":"<div><div>Mining product attribute performance, importance, and their (a)symmetric impacts on consumer satisfaction from online reviews is crucial for enterprises to formulate real-time investment allocation strategies for product improvement. While existing studies have employed machine learning, regression, and correlation analysis to explore these complex relationships, they face the challenge of balancing prediction accuracy with interpretability. This paper proposes an asymmetric importance-performance analysis model based on preference learning with online reviews. It devises an asymmetric value function incorporating unknown preference parameters to elucidate (a)symmetric impacts of attribute performance on overall consumer satisfaction. The process of learning preference parameters is implemented by mathematical programming with a simulation experiment. Attributes are classified into eight categories according to their performance and importance, each corresponding to an improvement strategy. An optimization model is constructed to develop investment allocation strategies for attribute improvement, aiming at maximizing consumer satisfaction within established financial constraints. A hotel-focused case study showcases the approach, and simulations validate the robustness of the proposed model.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104140"},"PeriodicalIF":11.0,"publicationDate":"2024-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142554073","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

Counterfeit conundrum: Insights into bottom of the pyramid consumer behavior in India 假冒难题：印度金字塔底层消费者行为透视

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-28 DOI: 10.1016/j.jretconser.2024.104114

Srabanti Mukherjee, Biplab Datta

引用次数: 0

Miracle in the evening: Explaining the boundary condition of consumer's self-control on purchase intention of near-expired products 夜晚的奇迹解释消费者自我控制对购买近过期产品意向的边界条件

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-28 DOI: 10.1016/j.jretconser.2024.104125

June-ho Chung , Dongkyun Ahn , Yun Seob Choi

{"title":"Miracle in the evening: Explaining the boundary condition of consumer's self-control on purchase intention of near-expired products","authors":"June-ho Chung , Dongkyun Ahn , Yun Seob Choi","doi":"10.1016/j.jretconser.2024.104125","DOIUrl":"10.1016/j.jretconser.2024.104125","url":null,"abstract":"<div><div>Due to consumers' misunderstanding of product expiration dates, huge amounts of food waste and retail losses have been recognized as a worldwide problem. This research explores a solution to mitigate such waste and losses in the consumer purchase decision-making process of near-expiry products. Drawing from the literature on expiration date-based pricing (EDBP) and self-control, we propose that consumers' purchase intention for near-expiry products vary depending on the time of day (morning vs. evening). The results from mixed methodologies, including an analysis of actual sales data from an online retailer (Study 1) and randomized controlled experimental studies (Studies 2 and 3), reveal that consumers are less sensitive to near-expiry products when purchasing EDBP products in the evening compared to the morning. Furthermore, we examine how self-control mediates the interaction effects of the nearness of the expiration date and the time of day on the purchase intention of near-expiry EDBP products. A novel perspective on understanding consumers’ dynamic evaluations of sales promotions over time and managerial implications for promotional strategies to promote products approaching their expiration date are discussed.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104125"},"PeriodicalIF":11.0,"publicationDate":"2024-10-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142540329","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

The impact of multimodal information features of short sales videos on consumer engagement behavior: A multi-method approach 销售短视频的多模态信息特征对消费者参与行为的影响：多方法研究

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-25 DOI: 10.1016/j.jretconser.2024.104136

Quan Xiao , Weiling Huang , Lu Qu , Xia Li

{"title":"The impact of multimodal information features of short sales videos on consumer engagement behavior: A multi-method approach","authors":"Quan Xiao , Weiling Huang , Lu Qu , Xia Li","doi":"10.1016/j.jretconser.2024.104136","DOIUrl":"10.1016/j.jretconser.2024.104136","url":null,"abstract":"<div><div>In the emerging business model of short video commerce, consumers can engage in short sales videos by liking, commenting, and sharing. Compared with traditional shopping contexts, consumer engagement behavior in short video commerce settings is affected quickly and simultaneously by text, audio, and visual information, but the extant literature lacks sufficient exploration of the effects of such multimodal information. Based on the multimodal theory and signaling theory, this study aims to investigate the role of multimodal information including textual sentiment score, audio spectrum and visual effects of short sales videos on consumer engagement behavior. We collect 4292 veridical short sales videos from short video platform Douyin, while based on a multi-method approach of multiple regression analysis (MRA) and fuzzy set qualitative comparative analysis (fsQCA), it is found that the multimodal information features of short sales videos contribute to the promotion of consumer engagement behavior, and the cross-modal configurational solutions to enhance engagement is not unique. This study bridges the gap in the existing literature by capturing the impact of multimodal information features on consumer engagement behaviors and their asymmetric effects, which also provides practical implications for sellers and marketers on attracting consumers to engage in short video commerce.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104136"},"PeriodicalIF":11.0,"publicationDate":"2024-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142540327","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

Brand extension or co-branding: The consumer's attribution of responsibility to the crossover strategies of heritage brands 品牌延伸或联合品牌：消费者对传统品牌跨界战略的责任归属

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-23 DOI: 10.1016/j.jretconser.2024.104133

Yicong Zhang , Xiaoling Guo , Yifan Qu

{"title":"Brand extension or co-branding: The consumer's attribution of responsibility to the crossover strategies of heritage brands","authors":"Yicong Zhang , Xiaoling Guo , Yifan Qu","doi":"10.1016/j.jretconser.2024.104133","DOIUrl":"10.1016/j.jretconser.2024.104133","url":null,"abstract":"<div><div>Cross-over brand extension and co-branding are effective innovation strategies for heritage brands to expand into new markets. This research compares consumers' responses to these two strategies, with the aim to address the gap in the literature and provide actionable insights for heritage brand managers. Based on the conceptual link between responsibility attribution and authenticity, and across four experimental studies, this research uncovers the advantage of brand extension over co-branding and its underlying mechanism: the serial mediation of responsibility attribution and new product authenticity. Meanwhile, the consumer's mindsets (fixed vs. growth) are identified as a boundary condition. Specifically, compared to brand extension, consumers attribute less responsibility to the heritage brand in co-branding; this in turn weakens the perception of new product authenticity, and leads to lower purchase intention for the new product. However, the disadvantage of co-branding will be neutralized when the consumer's growth mindset (vs. fixed mindset) is activated.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104133"},"PeriodicalIF":11.0,"publicationDate":"2024-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142540301","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

Examining product quality and competitiveness via online reviews: An integrated approach of importance performance competitor analysis and Kano model 通过在线评论检验产品质量和竞争力：重要绩效竞争对手分析和卡诺模型的综合方法

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-10-23 DOI: 10.1016/j.jretconser.2024.104135

Su-Ah Kim, Sohyun Park, Minjung Kwak, Changmuk Kang

{"title":"Examining product quality and competitiveness via online reviews: An integrated approach of importance performance competitor analysis and Kano model","authors":"Su-Ah Kim, Sohyun Park, Minjung Kwak, Changmuk Kang","doi":"10.1016/j.jretconser.2024.104135","DOIUrl":"10.1016/j.jretconser.2024.104135","url":null,"abstract":"<div><div>Understanding and enhancing product quality and competitiveness are vital in today's market. By leveraging the significant potential of online reviews for market-wide consumer research and strategic quality enhancement, this study introduces a novel review analytics approach that combines Importance Performance Competitor Analysis (IPCA) with the Kano model to evaluate and improve product attributes. The proposed Kano-Weighted IPCA (KWIPCA) framework assesses the importance and performance of product attributes by independently weighting positive and negative reviews according to the principles of the Kano model, while also considering multiple competitors in the market. The final output is a user-friendly, four-quadrant matrix that provides comprehensive insights into the market importance of attributes, their relative achievement, and competitors' performance distribution. This KWIPCA matrix enables the evaluation of a product's strengths and weaknesses relative to competitors, identification of critical areas needing immediate improvement, and offers strategic guidance for enhancing overall customer satisfaction. To demonstrate and validate the KWIPCA framework, a case study was conducted using 8567 reviews of 22 five-star hotels in Seoul, South Korea. The results confirm the KWIPCA's effectiveness in providing actionable insights and competitive benchmarking.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104135"},"PeriodicalIF":11.0,"publicationDate":"2024-10-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142540300","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