Journal of Retailing and Consumer Services最新文献_第8页

Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-24 DOI: 10.1016/j.jretconser.2024.104192

Gyeongpyo Shin , Won-Moo Hur , Yuhyung Shin

{"title":"Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety","authors":"Gyeongpyo Shin , Won-Moo Hur , Yuhyung Shin","doi":"10.1016/j.jretconser.2024.104192","DOIUrl":"10.1016/j.jretconser.2024.104192","url":null,"abstract":"<div><div>The increasing prevalence of workplace incivility has had several negative consequences for frontline service employees (FSEs). Despite ample research on FSEs' experience of workplace incivility and work consequences, the relationship between work incivility and career outcomes remains unclear. Our study aimed to examine the relationship between FSEs’ experiences of customer and coworker incivility and career regret. Based on the conservation of resources theory, we proposed organizational dehumanization as a mediator and team psychological safety as a moderator. We tested our hypotheses using three-wave surveys administered to 218 FSEs. The results demonstrated a significant indirect effect of customer and coworker incivility on career regret through organizational dehumanization. Although team psychological safety mitigated the positive association between customer incivility and organizational dehumanization, we found no moderating effect for coworker incivility. Our study contributes to the service literature by uncovering the mediating mechanism through which workplace incivility elicits career regret among FSEs and the boundary condition buffering them against the deleterious impact of workplace incivility.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104192"},"PeriodicalIF":11.0,"publicationDate":"2024-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170819","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

Retail value creation through augmented reality: The role of task-technology fit, consumer knowledge, and personality

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-19 DOI: 10.1016/j.jretconser.2024.104173

Farlane S. Rumokoy, Björn Frank

{"title":"Retail value creation through augmented reality: The role of task-technology fit, consumer knowledge, and personality","authors":"Farlane S. Rumokoy, Björn Frank","doi":"10.1016/j.jretconser.2024.104173","DOIUrl":"10.1016/j.jretconser.2024.104173","url":null,"abstract":"<div><div>As a consumer service that complements their retail strategy, many retailers use augmented reality (AR) apps to allow consumers to evaluate their products and virtually place them in their surroundings (e.g., home). While previous research highlights the effects of AR apps on various consumer perceptions and behaviors, this research is original in examining the effect of AR app design on consumer perceptions of product value as a novel outcome, the underlying mediation mechanism, and the variation of this mechanism by consumer characteristics. Hypotheses are developed based on task-technology fit theory and tested using regression on AR app user data from Indonesia. The results show that AR app performance (i.e., technology performance) has a positive effect on perceived product value (i.e., consumer performance in the product evaluation task of identifying its value). This effect is mediated by the perceived fit between the AR app and the product evaluation task (i.e., task-technology fit). It is weaker for consumers with more knowledge about AR apps (i.e., technology knowledge) and a conscientious personality, and stronger for consumers with more e-commerce knowledge (i.e., task knowledge) and an open personality. Other personality dimensions have no moderating effects. This research extends task-technology fit theory by demonstrating its applicability to the novel context of AR apps and identifying new boundary conditions. It informs marketing practitioners on how to increase the perceived value of their products across different consumer segments.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104173"},"PeriodicalIF":11.0,"publicationDate":"2024-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143171338","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

Exploitative leadership and service employees’ emotional labor: The roles of psychological distress and spousal support

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-19 DOI: 10.1016/j.jretconser.2024.104206

Jingyou Zhao , Niantao Jiao , Mingyan Han

{"title":"Exploitative leadership and service employees’ emotional labor: The roles of psychological distress and spousal support","authors":"Jingyou Zhao , Niantao Jiao , Mingyan Han","doi":"10.1016/j.jretconser.2024.104206","DOIUrl":"10.1016/j.jretconser.2024.104206","url":null,"abstract":"<div><div>Due to the varying effects of different emotional labor strategies (i.e., surface acting and deep acting) regarding customer service experiences, scholars have shown considerable interest in exploring the determinants of emotional labor among frontline service employees. However, leadership-related factors, particularly destructive leadership, have remained largely unexplored. By focusing on an emerging form of destructive leadership—exploitative leadership—and linking it to emotional labor, we aim to address this research gap. Drawing on conservation of resources (COR) theory, we developed an integrative research framework to examine how and when exploitative leadership affects emotional labor, with particular emphasis on the mediating role of psychological distress and the moderating role of spousal support. Using partial least square-structural equation modelling (PLS-SEM), we analyzed data from a field survey of 352 frontline service employees. The results indicate that (1) exploitative leadership increases surface acting and decreases deep acting; (2) psychological distress mediates the relationship between exploitative leadership and emotional labor; and (3) spousal support mitigates the positive effect of exploitative leadership on psychological distress and the mediating effect of psychological distress. In addition to advancing existing knowledge on exploitative leadership and emotional labor, this study suggests that managers should foster a positive work environment by minimizing workplace exploitation and emphasizing external organizational support (i.e., spousal support) to optimize emotional labor strategies, thereby promoting healthy and sustainable employee–customer relationships and improving customer service experiences.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104206"},"PeriodicalIF":11.0,"publicationDate":"2024-12-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170820","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 interactive effect of recommendation subjects and message types on consumers' suboptimal food purchase intentions

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-18 DOI: 10.1016/j.jretconser.2024.104200

Sinan Li , Xinmin Huang , Yunying Sheng , Kai Chen

{"title":"The interactive effect of recommendation subjects and message types on consumers' suboptimal food purchase intentions","authors":"Sinan Li , Xinmin Huang , Yunying Sheng , Kai Chen","doi":"10.1016/j.jretconser.2024.104200","DOIUrl":"10.1016/j.jretconser.2024.104200","url":null,"abstract":"<div><div>Purchasing suboptimal foods is an effective measure to reduce food waste, but there is still significant consumer resistance in purchasing decisions. Message interventions are widely adopted by retailers as a convenient, flexible, and cost-effective strategy. The interactive effect of recommendation subjects and message types on suboptimal food purchase intentions is investigated in this study employing a 2 (recommendation subjects: AI vs. human) × 2 (message types: fact-based vs. affect-based) between-subjects experimental framework. It has been discovered that AI recommenders enhance purchase intentions when delivering fact-based messages, whereas human recommenders are more effective when offering affect-based messages. Moreover, the mediating role of green identity is confirmed. The interactive effect between recommendation subjects and message types is moderated by scarcity cues, with fact-based messages being more effective when combined with long-term scarcity cues, while affect-based messages being more effective when combined with short-term scarcity cues. In this work, the application of \"algorithm appreciation effect\" and \"algorithm aversion effect\" is expanded to the study of suboptimal food purchase intentions. It proposes that providing consumers with specific types of messages from AI or human recommenders can increase their purchase intentions, thereby offering theoretical support and practical insights for retailers' message strategies in suboptimal food marketing.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104200"},"PeriodicalIF":11.0,"publicationDate":"2024-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143171657","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

Balancing identity diversity and product contexts: Understanding consumer trust in AI-enhanced chatbot services

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-18 DOI: 10.1016/j.jretconser.2024.104205

Yangyang Lu , Jing Zhang

{"title":"Balancing identity diversity and product contexts: Understanding consumer trust in AI-enhanced chatbot services","authors":"Yangyang Lu , Jing Zhang","doi":"10.1016/j.jretconser.2024.104205","DOIUrl":"10.1016/j.jretconser.2024.104205","url":null,"abstract":"<div><div>As chatbots are increasingly integrated into customer service, businesses are rapidly expanding their use. However, a significant gap has emerged between the rapid adoption of these systems and consumers’ reluctance to trust them fully. This trust deficit weakens the effectiveness of these systems and poses a critical challenge to companies aiming to improve customer experience and optimize service quality. This study examines how AI-enhanced customer service chatbots’ identity design―spanning gender, race, name, and job title―affects consumer trust and preferences while also addressing broader societal questions about diversity and inclusion in AI design. Across seven experiments, results reveal that consumers generally trust female and non-Caucasian AI chatbots more and that chatbots with nicknames are perceived as more trustworthy than those with formal names. Moreover, chatbots with higher-ranking job titles consistently garnered greater preference. Trust was a key mediator linking identity design to consumer preferences, moderated by product attributes (utilitarian vs. hedonic) and psychological distance (proximal vs. distal). Beyond advancing theoretical understanding, the findings provide actionable insights for businesses seeking to balance commercial objectives with ethical considerations in AI design, thereby promoting social diversity and inclusivity while fostering trust chatbot services.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104205"},"PeriodicalIF":11.0,"publicationDate":"2024-12-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170816","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

Platform's premium store brand introduction and sales mode selection strategies with the cost-advantageous manufacturer

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-17 DOI: 10.1016/j.jretconser.2024.104190

Xiankun Peng , Zehua Xiang , Ting Ji

{"title":"Platform's premium store brand introduction and sales mode selection strategies with the cost-advantageous manufacturer","authors":"Xiankun Peng , Zehua Xiang , Ting Ji","doi":"10.1016/j.jretconser.2024.104190","DOIUrl":"10.1016/j.jretconser.2024.104190","url":null,"abstract":"<div><div>The rapid growth of the platform economy has prompted e-commerce giants to introduce store brands (SBs), which can significantly affect supply chain participants. This study examines a market where a dominant platform must decide whether to introduce its SB and which sales mode to offer to the upstream national brand (NB) manufacturer. We analyze the interplay between these two strategic decisions, taking into account the platform's production inefficiency. First, the platform is inclined to introduce an SB if it is cost-efficient, and is more likely to do so when the NB is sold through the agency mode. Counterintuitively, the SB does not necessarily undermine the NB manufacturer in the reselling mode, particularly when the product substitutability degree is low and the production cost is moderate. Second, the platform consistently favors the reselling mode when no SB is present; however, in the presence of an SB, it prefers the agency mode if the commission fee is moderate. Third, we characterize the overall equilibrium strategy combinations and analyze how they change with key market parameters. Finally, we investigate two model extensions to assess the robustness of our primary results.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104190"},"PeriodicalIF":11.0,"publicationDate":"2024-12-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170732","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

“Being” with the brand in the metaverse: Strengthening brand anthropomorphism to foster brand love

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-17 DOI: 10.1016/j.jretconser.2024.104204

Maria Vernuccio, Sara Boccalini, Michela Patrizi

引用次数: 0

Linking components of social media usage to psychological distress: Integrating the situational theory of problem-solving and social capital theory

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-16 DOI: 10.1016/j.jretconser.2024.104187

Wei Tian , Feroz De Costa , Amir Rizaan Abdul Rahiman , Taewoo Roh

{"title":"Linking components of social media usage to psychological distress: Integrating the situational theory of problem-solving and social capital theory","authors":"Wei Tian , Feroz De Costa , Amir Rizaan Abdul Rahiman , Taewoo Roh","doi":"10.1016/j.jretconser.2024.104187","DOIUrl":"10.1016/j.jretconser.2024.104187","url":null,"abstract":"<div><div>Despite extensive research on psychological distress, studies that examine how social media usage impacts psychological distress are notably missing. This study employs the lenses of the situational theory of problem-solving and social capital theory to examine the relationship between social media usage and psychological distress. Our hypotheses propose that social media activities play a mediating role in the relationship between social media usage and psychological distress, while media skepticism and interpersonal injustice act as moderating factors. A structured questionnaire was developed and distributed to social media users in five major Chinese cities: Shenzhen, Guangzhou, Dongguan, Zhuhai, and Shantou. Non-probability convenience sampling and a two-wave research design were employed to collect data from 866 social media users. The results indicated a positive association between social media usage and psychological distress. Notably, social media activities were a positively significant mediator of this relationship. However, the moderating effect of media skepticism was non-significant, while interpersonal injustice reduces the impact of social media usage on psychological distress. The relationship between constraint recognition and psychological distress was not significant. These findings lead to practical insights for efficiently controlling social media participation and online behaviors, while also considering how interpersonal unfairness and other factors influence users' emotional distress levels.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104187"},"PeriodicalIF":11.0,"publicationDate":"2024-12-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170729","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

Natural intelligence in autonomous vehicles: Redefining the path to human-centric adoption

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-16 DOI: 10.1016/j.jretconser.2024.104195

Lakshmi Ganesh Banda , Shalini Chandra

{"title":"Natural intelligence in autonomous vehicles: Redefining the path to human-centric adoption","authors":"Lakshmi Ganesh Banda , Shalini Chandra","doi":"10.1016/j.jretconser.2024.104195","DOIUrl":"10.1016/j.jretconser.2024.104195","url":null,"abstract":"<div><div>The adoption of autonomous vehicles (AVs) has the potential to transform the transportation landscape, offering significant benefits, such as enhanced safety, reduced traffic congestion and greater accessibility. However, achieving widespread acceptance of AVs presents a formidable challenge, primarily due to concerns surrounding trust, ethics and the perceived reliability of these systems. This research underscores the necessity of human-centred design principles in AV development, emphasising the integration of intuitive and cognitive features that closely mimic human decision-making processes. By embedding emotional intelligence, ethical considerations and transparent communication mechanisms into AV technologies, developers can bridge the gap between human expectations and machine behaviour, enhancing user experience and fostering a sense of security and reliability.</div><div>The study employs a mixed-methods approach, combining qualitative methods, such as encoding and thematic analysis of user interviews, with quantitative data analysis to identify trends and patterns across diverse demographic and geographic contexts. enables an in-depth exploration of user perceptions and the identification of critical factors influencing AV adoption. By evaluating these perspectives, the study aims to uncover how natural intelligence can bridge the gap between technological innovation and human acceptance. The findings are anticipated to provide valuable insights into the design and implementation of AV systems that resonate with users on both cognitive and emotional levels, ultimately facilitating a smoother transition to autonomous transportation. Furthermore, ongoing collaboration between technology developers, regulatory bodies, and end-users will be essential in creating robust frameworks that ensure AV systems operate safely and ethically, paving the way for their widespread adoption.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104195"},"PeriodicalIF":11.0,"publicationDate":"2024-12-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170731","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

Beyond likes and comments: How social proof influences consumer impulse buying on short-form video platforms

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-12-16 DOI: 10.1016/j.jretconser.2024.104199

Wensheng Huang , Xiaochen Wang , Qianyao Zhang , Junhui Han , Runtong Zhang

{"title":"Beyond likes and comments: How social proof influences consumer impulse buying on short-form video platforms","authors":"Wensheng Huang , Xiaochen Wang , Qianyao Zhang , Junhui Han , Runtong Zhang","doi":"10.1016/j.jretconser.2024.104199","DOIUrl":"10.1016/j.jretconser.2024.104199","url":null,"abstract":"<div><div>Short-form video (SFV)-driven e-commerce is emerging as a novel form of social commerce. However, the impact of SFV advertisements on consumer behavior remains unclear. Our study employs the Elaboration Likelihood Model (ELM) and social proof theory to explore how social proof in SFV advertisements influences consumers’ impulse buying behavior. We collected numerical data and user interaction text from Douyin and quantified real-time interaction text using grounded theory to assess the quality of social proof. The findings reveal that both the quantity and quality of social proof significantly impact impulse buying, with a moderating effect of product type on this relationship. Our study represents one of the first efforts to examine impulse buying behavior in SFV advertisements, making a significant contribution to the social commerce literature, and enhancing social proof theory. Furthermore, it offers actionable insights for sellers and marketers to effectively engage consumers and make informed, data-driven decisions.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104199"},"PeriodicalIF":11.0,"publicationDate":"2024-12-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143170727","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