Journal of Retailing and Consumer Services最新文献_第6页

The use of (non)exotic leathers by (non)favourite luxury brands: An attachment theory perspective （非）受欢迎的奢侈品牌对（非）异国皮革的使用：依恋理论视角

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-15 DOI: 10.1016/j.jretconser.2025.104249

Camila Lee Park, Mauro Fracarolli Nunes

引用次数: 0

Recovering customer satisfaction after a chatbot service failure – The effect of gender 聊天机器人服务失败后客户满意度的恢复——性别的影响

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-13 DOI: 10.1016/j.jretconser.2025.104257

Alexandra Rese, Lennart Witthohn

{"title":"Recovering customer satisfaction after a chatbot service failure – The effect of gender","authors":"Alexandra Rese, Lennart Witthohn","doi":"10.1016/j.jretconser.2025.104257","DOIUrl":"10.1016/j.jretconser.2025.104257","url":null,"abstract":"<div><div>Chatbots in customer service often fail to meet customer expectations, largely because they are considered prone to comprehension errors. Service recovery can decisively restore perceived humanness and user satisfaction through perceived warmth and competence after a service failure. In this study, we investigate the effect of the chatbot's gender on the user in service recovery. The majority of chatbots in customer service display female characteristics. We use a pre-study (n = 30) to determine the perceived gender of several chatbot avatars and a scenario-based experiment (n = 300) in which the service recovery after an outcome failure and the gender of the chatbot are manipulated. The results show that the service recovery significantly improved user satisfaction with the chatbot. In addition, the chatbot was perceived as significantly warmer and more competent, which resulted in higher perceived humanness and increased user satisfaction. Male chatbots were perceived as less warm in failure situations when service recovery was not achieved. However, following service recovery, there are no differences in the perception of the chatbot's warmth and gender. Perceived warmth is correlated with perceived competence. Gender incongruence between the chatbot and the respondent resulted in a higher perceived humanness of the chatbot in service recovery. Therefore, firms should pay particular attention to the contexts in which chatbots are used and whether gender matching is appropriate.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104257"},"PeriodicalIF":11.0,"publicationDate":"2025-02-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143394494","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

Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery 聊天机器人在前线：揭示客户愿意接受聊天机器人干预服务恢复的先例

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-12 DOI: 10.1016/j.jretconser.2025.104254

Wen-Hai Chih , Kai-Yu Wang , Hope Wilfred Banda

{"title":"Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery","authors":"Wen-Hai Chih , Kai-Yu Wang , Hope Wilfred Banda","doi":"10.1016/j.jretconser.2025.104254","DOIUrl":"10.1016/j.jretconser.2025.104254","url":null,"abstract":"<div><div>This study proposed a model to explain customers’ willingness to accept chatbot intervention in service recovery. Grounded in the realism maximization theory and the service robot acceptance model, it investigated whether the incorporation of realism in chatbot messages (through message relevance and message warmth) can enhance service recovery outcomes. An online survey study was conducted recruiting 319 participants in the United States who experienced interactions with chatbots, and SPSS PROCESS Macro bootstrapping was used to test the hypotheses. The results confirmed that message relevance and message warmth negatively affect uniqueness neglect, which in turn positively affects perceived chatbot artificiality, and negatively affects perceived chatbot rapport, and perceived chatbot intelligence. The results also confirmed the mediating role of uniqueness neglect, perceived chatbot rapport, and perceived chatbot intelligence. This research contributes to the understanding of how chatbot realism can improve service recovery. It also offers actionable insights for managers to craft relevant and warm chatbot messages to build chatbot capabilities that emphasize rapport and intelligence to enhance service recovery outcomes.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104254"},"PeriodicalIF":11.0,"publicationDate":"2025-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143387655","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

An innovative method for improving hotel service using implicit requirement generation and quality function deployment 一种利用隐含需求生成和质量功能部署改进酒店服务的创新方法

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-12 DOI: 10.1016/j.jretconser.2025.104251

Meng Zhao , Yimai Zhang , Chenxi Zhang , Yaqi Wang

{"title":"An innovative method for improving hotel service using implicit requirement generation and quality function deployment","authors":"Meng Zhao , Yimai Zhang , Chenxi Zhang , Yaqi Wang","doi":"10.1016/j.jretconser.2025.104251","DOIUrl":"10.1016/j.jretconser.2025.104251","url":null,"abstract":"<div><div>This study addresses the challenge of implicitly expressed traveler requirements in user-generated content (UGC). It proposes an innovative method to assist service managers in improving the quality of the overall service experience. Specifically, this paper employs the dependency syntactic analysis combined with co-occurrence information to extract and complete sentiment quadruples, addressing incomplete review expressions where travelers omit the subject or predicate. Additionally, considering the internal correlation of different traveler requirements, the Quality Function Deployment (QFD) model is utilized to assess priorities for hotel service improvements. Taking 12 Jinjiang Inn Hotels in Beijing as a case study, this paper identifies 13 traveler requirements based on 9810 valid reviews. Moreover, the evaluation of 10 hotel service improvements reveals that “special catering” as a key area for prioritization and enhancement to add value. In summary, this paper proposes a method that uncovers travelers’ implicit requirements from their implicit expressions and effectively fills a critical gap in existing research on service improvement prioritization by incorporating the internal correlation of requirements.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104251"},"PeriodicalIF":11.0,"publicationDate":"2025-02-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143387654","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

Exploring the impact of targeted communication on customer experience: A natural experiment 探索目标沟通对客户体验的影响：一个自然的实验

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-10 DOI: 10.1016/j.jretconser.2025.104240

Rocco Caferra , Dario Antonio Schirone , Paola Tiranzoni , Andrea Morone

{"title":"Exploring the impact of targeted communication on customer experience: A natural experiment","authors":"Rocco Caferra , Dario Antonio Schirone , Paola Tiranzoni , Andrea Morone","doi":"10.1016/j.jretconser.2025.104240","DOIUrl":"10.1016/j.jretconser.2025.104240","url":null,"abstract":"<div><div>The decision-making process of consumers often remains a \"black box,\" influenced by a myriad of factors driving their choices. This paper shows how well-targeted communication can enhance customer experiences. By utilizing specific intercom announcements to encourage customers to seek staff assistance, the study assesses how this proactive engagement might improve the perceived quality of the shopping experience. The experiment specifically explores whether targeted communication can mitigate customer dissatisfaction arising from product unavailability or lack of suitable alternatives, a common issue known as the \"out of stock\" problem.</div><div>Our findings reveal that this communication strategy significantly enhances customer experiences, demonstrating its effectiveness across diverse consumer segments. This research contributes to the existing body of literature on consumer decision-making and communication by offering a practical approach to elevate customer experiences through strategic communication. The experimental design and methodology employed in this study provide a nuanced understanding of how communication impacts customer satisfaction, presenting valuable insights for marketers and businesses focused on boosting customer satisfaction and loyalty.</div><div>By bridging the gap between theoretical frameworks and practical applications, this study underscores the critical role of targeted communication in resolving common retail challenges and improving overall customer engagement. The implications of these findings suggest that businesses can substantially benefit from implementing such communication strategies to foster a more satisfying and loyal customer base.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104240"},"PeriodicalIF":11.0,"publicationDate":"2025-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143378847","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

Financial services mistreatment, financial access, and financial well-being: A causal mediation analysis 金融服务不当对待、金融渠道和金融福利：因果中介分析

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-10 DOI: 10.1016/j.jretconser.2025.104253

Julie Birkenmaier , Yingying Zhang , Jin Huang

{"title":"Financial services mistreatment, financial access, and financial well-being: A causal mediation analysis","authors":"Julie Birkenmaier , Yingying Zhang , Jin Huang","doi":"10.1016/j.jretconser.2025.104253","DOIUrl":"10.1016/j.jretconser.2025.104253","url":null,"abstract":"<div><div>Consumers interacting with mainstream financial services encounter mistreatment and unfair treatment. Significant knowledge gaps exist regarding the consequences of such mistreatment on consumer financial well-being. This study investigates whether financial access—defined as the ownership of financial products and services—mediates the relationship between consumer experiences of mistreatment and their financial well-being. Employing the National Financial Well-Being Survey (NFWS) data from 6171 respondents, the research utilizes causal mediation analysis to assess the impact of financial services mistreatment on individuals' access to financial services and, subsequently, their financial well-being. Results reveal that mistreatment within financial services significantly impairs individual financial access, and further exacerbates consumers’ financial well-being. Research findings emphasize the need for interventions that not only address mistreatment directly but also enhance financial access to mitigate its negative effects on financial well-being.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104253"},"PeriodicalIF":11.0,"publicationDate":"2025-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143377905","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

Green influencers and consumers’ decoupling behaviors for parasocial relationships and sustainability. A comparative study between Korea and Vietnam 绿色影响者与消费者对副社会关系和可持续性的脱钩行为。韩国与越南的比较研究

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-10 DOI: 10.1016/j.jretconser.2025.104256

Hoang Tran Phuoc Mai Le , Phuong Van Nguyen , Peter Stokes

{"title":"Green influencers and consumers’ decoupling behaviors for parasocial relationships and sustainability. A comparative study between Korea and Vietnam","authors":"Hoang Tran Phuoc Mai Le , Phuong Van Nguyen , Peter Stokes","doi":"10.1016/j.jretconser.2025.104256","DOIUrl":"10.1016/j.jretconser.2025.104256","url":null,"abstract":"<div><div>This study develops a comprehensive model of green social media influencers (GSMIs) to examine their role in shaping consumer green behaviors through parasocial relationships (PSRs). Particularly, it investigates the interrelationships between trust in GSMIs, perceived risk, and PSRs, as well as the connections among PSRs, perceived guilt, environmental decoupling, and consumer green behaviors. It also aims to identify the key determinants of retail consumer green behavior and explore the moderating effects of perceived greenwashing and follower density. Addressing the limited exploration of these dynamics in the Asian context, the research compares conceptual models of developed and emerging GSMI markets through cross-country surveys conducted in South Korea (n = 306) and Vietnam (n = 309), focusing on national retail consumers. The findings largely confirm the proposed relationships, except for the links between PSRs, environmental decoupling, and perceived guilt, which showed significant variations between the two countries. Furthermore, perceived greenwashing and follower density emerged as critical moderators, significantly shaping the relationships within the model. This study enhances the theoretical understanding of consumer decoupling and influencer marketing while providing practical insights for designing effective green marketing strategies that utilize GSMIs to promote sustainable consumer behavior.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104256"},"PeriodicalIF":11.0,"publicationDate":"2025-02-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143377904","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

Predicting retail shop number against roadside tree canopy shade: A national wide demonstration across 148 cities of China 根据路边树冠遮荫情况预测零售店数量：中国 148 个城市的全国性示范项目

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-08 DOI: 10.1016/j.jretconser.2025.104255

Yifeng Liu , Xinyu Wang , Hongxu Wei , Zhanhua Cao

{"title":"Predicting retail shop number against roadside tree canopy shade: A national wide demonstration across 148 cities of China","authors":"Yifeng Liu , Xinyu Wang , Hongxu Wei , Zhanhua Cao","doi":"10.1016/j.jretconser.2025.104255","DOIUrl":"10.1016/j.jretconser.2025.104255","url":null,"abstract":"<div><div>Roadside tree canopies may obstruct storefront visibility and impair sales; however, the reverse is also argued to make sense. Disputation occurs because of the unclear relationship between retail shop number (RSN; units/km<sup>2</sup>) and tree canopy shade at sector-specific locations. In this study, 11.52 million points of interest were extracted from 148 Chinese cities to specify RSNs in food, shopping, life services, hotels, and entertainment sectors in neighborhoods where canopy shade was rated with a green view index (GVI) in 1.29 million streetscapes. Negative RSN-GVI relationships were plotted for shops distributed along expressways and alleys in the hotel and entertainment sectors. When GVI ranged from 10.01 to 11.42%, RSNs in the food and life service sectors were maximized along streets and roads. It was predicted high RSN in food retailing over 4.61 units/km<sup>2</sup> and low in entertainment sector (≤2.91 units/km<sup>2</sup>) against the most recent records of GVI. Our research deepens the managerial implications of verifying venue environment theory by predicting the suitability of newly planned locations for retail against canopy shade.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104255"},"PeriodicalIF":11.0,"publicationDate":"2025-02-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143369698","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

Consumers' questions as nudges: Comparing the effect of linguistic cues on LLM chatbot and human responses 消费者的问题作为推动：比较语言线索对LLM聊天机器人和人类反应的影响

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-04 DOI: 10.1016/j.jretconser.2025.104250

Qian Wu , Han Zheng

{"title":"Consumers' questions as nudges: Comparing the effect of linguistic cues on LLM chatbot and human responses","authors":"Qian Wu , Han Zheng","doi":"10.1016/j.jretconser.2025.104250","DOIUrl":"10.1016/j.jretconser.2025.104250","url":null,"abstract":"<div><div>Large Language Models (LLMs) enable natural language interactions, offering much potential for personalized consumer engagement in e-commerce. While prior studies have explored how chatbot expressions influence consumers, they often overlook the role of consumers as communicators who shape interactions through strategic language use. Additionally, evidence suggests that question cues can nudge humans to respond differently, but whether LLM chatbots adapt similarly to these cues remains underexplored. Informed by nudging theory, this study proposes that consumers can strategically use question cues to nudge LLM chatbots in response generation. Through a semantic analysis of 5676 responses to 1419 consumers' questions, we investigate the effects of cognitive and socio-emotional question cues on the informational and socio-emotional responses from humans and three LLM chatbots: ChatGPT, Claude and GLM. Findings suggest that, despite differing processing mechanisms, the nudging effect of question cues on LLM chatbots is similar as that on SNS users. Unlike humans, LLM chatbots exhibit a more pronounced tendency to focus exclusively on either informational or socio-emotional responses, rarely combining both aspects as seamlessly as humans do. This research underscores the importance of question formation in shaping consumer-chatbot interactions, suggesting that chatbots outperform humans in providing consistent informational responses regardless of question specificity and emotionality, while SNS users handle complex emotional queries more adeptly, showing their complementary roles in e-commerce.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104250"},"PeriodicalIF":11.0,"publicationDate":"2025-02-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143171762","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

Artificial intelligence in live streaming: How can virtual streamers bring more sales? 直播中的人工智能：虚拟主播如何带来更多销量？

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2025-02-03 DOI: 10.1016/j.jretconser.2025.104247

Yaping Chang , Han Wang , Zhenjiang Guo

{"title":"Artificial intelligence in live streaming: How can virtual streamers bring more sales?","authors":"Yaping Chang , Han Wang , Zhenjiang Guo","doi":"10.1016/j.jretconser.2025.104247","DOIUrl":"10.1016/j.jretconser.2025.104247","url":null,"abstract":"<div><div>Virtual streamers are gaining traction in the thriving live streaming commerce with the support of artificial intelligence technology. While virtual streamers have excellent interactive capabilities, effectively leveraging them to enhance sales remains a significant challenge for companies. This research analyzes 1,960,444 real live streaming comments from 30 brands and conducts three experimental studies and half-structured interviews for this dilemma. The findings reveal that consumers exhibit a higher tendency to seek promotional information (vs. product information) when engaging with virtual streamers (vs. human streamers). This unique shopping mentality is mediated by consumers' motivation inference about the company. Consequently, aligning virtual streamers with promotional products and human streamers with new products can be beneficial in driving sales by catering to diverse consumer information preferences. These findings provide valuable insights into effectively adopting virtual streamers, optimizing recommendation strategies, and understanding consumers' subjective perceptions.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104247"},"PeriodicalIF":11.0,"publicationDate":"2025-02-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143171764","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