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

Consumer segmentation with large language models 利用大型语言模型进行消费者细分

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-09 DOI: 10.1016/j.jretconser.2024.104078

Yinan Li , Ying Liu , Muran Yu

引用次数: 0

Are food retailers resilient amid crisis? A cultural resource-based exploration of Lebanese consumers’ engagement with the food retail landscape 食品零售商在危机中是否具有复原力？基于文化资源的黎巴嫩消费者参与食品零售业的探索

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-09 DOI: 10.1016/j.jretconser.2024.104064

Rachel A. Bahn , Fatiha Fort , Florent Saucède , Gumataw Kifle Abebe

{"title":"Are food retailers resilient amid crisis? A cultural resource-based exploration of Lebanese consumers’ engagement with the food retail landscape","authors":"Rachel A. Bahn , Fatiha Fort , Florent Saucède , Gumataw Kifle Abebe","doi":"10.1016/j.jretconser.2024.104064","DOIUrl":"10.1016/j.jretconser.2024.104064","url":null,"abstract":"<div><p>Supermarketization is transforming global food retailing, but research gaps around this transformation include the role of consumers and of crises in informing the supermarketization process, with implications for the resilience of retail structures. This study aims to apply a cultural-resource based theory of the customer and show that retailers need to think more broadly about the value they create for consumers and the meaning they engage in their interactions with consumers. We performed in-depth interviews with Lebanese consumers to understand whether and to what degree COVID-19, economic, and political crises have altered their food purchasing habits and perceptions, and the implications for the developing country context of supermarketization and retail modernization. Findings reveal that multiple factors influence the choice of food shopping destination ranging from those identified in mainstream retail theories (price, product assortment) to the individual-level activation of meaning and identity creation consistent with the cultural resource-based theory of the customer. Recent shifts in retail patronage patterns are linked to specific crisis impacts but do not uniformly favor modern or traditional retailers, suggesting ambiguous impacts on retailers’ resilience and the future trajectory of supermarketization in Lebanon.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104064"},"PeriodicalIF":11.0,"publicationDate":"2024-09-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142158072","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

Avoid following individual shopping time habit to promote new products: Evidence from a randomized field experiment 避免遵循个人购物时间习惯来推广新产品：来自随机现场实验的证据

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-05 DOI: 10.1016/j.jretconser.2024.104058

Yongjun Li, Xi Jin, Hanbing Xue

引用次数: 0

Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery 探索人工智能服务恢复中移情反应的效果及其边界

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-05 DOI: 10.1016/j.jretconser.2024.104065

Yuanyuan Guo , Linlin Xu , Chaoyou Wang

{"title":"Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery","authors":"Yuanyuan Guo , Linlin Xu , Chaoyou Wang","doi":"10.1016/j.jretconser.2024.104065","DOIUrl":"10.1016/j.jretconser.2024.104065","url":null,"abstract":"<div><p>Artificial intelligence (AI) is increasingly applied to customer services, but failures inevitably occur from time to time. Empathy-based response through AI is a service recovery approach, but its effectiveness and boundary conditions remain unclear. In this study, we draw on the theory of system usage to investigate the conditions in which AI empathic responses can be an effective remedy, and explore the differences in the effectiveness of empathic responses from AI and human agents in service failures. The results of three scenario-based experiments reveal that the recovery of AI services through the use of high-empathy responses can increase users’ intentions to continue using the service. Our findings also suggest that the need for human interaction increases the impact of empathic responses on continued usage intention, and that this effect is reduced if the task is deemed urgent. We also find that the recovery effect from the empathic responses provided by both AI and human agents is similar. This article focuses on the issue of continued use when AI services fail, and we demonstrate the effectiveness of AI empathic responses in service recovery and reveal their boundary conditions. This provides insights into how to effectively use AI empathy in service recovery and provides a theoretical framework that companies can draw on when addressing AI service failures.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104065"},"PeriodicalIF":11.0,"publicationDate":"2024-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142151120","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 inverted U-shape of consumer reviews and conversion rates: The moderating role of store longevity and transaction volume on service-selling platforms 消费者评论与转化率的倒 U 型关系：服务销售平台上店铺寿命和交易量的调节作用

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-05 DOI: 10.1016/j.jretconser.2024.104063

Qiming Zhong , Li Zhou , Jie Zhang , Ting Ji

引用次数: 0

Why do customers choose online or offline channels? A framework of motives and its application in an international context 客户为何选择在线或离线渠道？动机框架及其在国际环境中的应用

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-05 DOI: 10.1016/j.jretconser.2024.104054

Stephan Zielke , Marcin Komor

{"title":"Why do customers choose online or offline channels? A framework of motives and its application in an international context","authors":"Stephan Zielke , Marcin Komor","doi":"10.1016/j.jretconser.2024.104054","DOIUrl":"10.1016/j.jretconser.2024.104054","url":null,"abstract":"<div><p>This study provides a comprehensive and theory-based framework of motives for choosing online or offline channels and analyzes the importance of such motives in different contexts. Based on in-depth interviews conducted in Germany and Poland, we identify 23 motives for channel use. A subsequent survey study with 4000 respondents from both countries reveals that most important motives relate to the search outcome, purchase outcome and utilitarian aspects of the shopping process, while hedonic motives, habits and ethical issues come second. Results further show that Polish respondents are more demanding and rate most motives as more important than German customers, except motives related to maintaining habits and supporting physical stores. We explain these results by different economic conditions and retail structures in Western and Eastern Europe. The results contribute towards understanding consumers’ retailer and channel choice and help retailers to focus on particular motives depending on market and product context.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104054"},"PeriodicalIF":11.0,"publicationDate":"2024-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0969698924003503/pdfft?md5=a731505e55439cccd97dfa69b43eba2f&pid=1-s2.0-S0969698924003503-main.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142151117","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

Customer adoption of robot: Synergizing customer acceptance of robot-assisted retail technologies 顾客采用机器人：协同顾客接受机器人辅助零售技术

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-05 DOI: 10.1016/j.jretconser.2024.104062

Yasser Moustafa Shehawy , Syed Md Faisal Ali Khan , Nasser Ali M Khalufi , Riyaz Sheikh Abdullah

{"title":"Customer adoption of robot: Synergizing customer acceptance of robot-assisted retail technologies","authors":"Yasser Moustafa Shehawy , Syed Md Faisal Ali Khan , Nasser Ali M Khalufi , Riyaz Sheikh Abdullah","doi":"10.1016/j.jretconser.2024.104062","DOIUrl":"10.1016/j.jretconser.2024.104062","url":null,"abstract":"<div><p>Recent years have seen increased interest in applying robots to the retail sector. The present research aims to learn the criteria that make people more or less likely to use retail services assisted by robots. The study builds on the Technology Adoption Model (TAM) as an information system theory and presents a research model that considers how people perceive robots in their decisions. The model also investigates the impact of customers' social and cultural norms (SCN) and level of education towards customer adoption of robots (CAR). A survey from Saudi Arabian customers was used to compile the data. The PLS-SEM approach was applied in assessing customer acceptance of Robot-assisted retail technologies model and research proposed constructs. All indicators significantly impacted customer adoption, with perceived usefulness (PU) mediating between the two. Furthermore, education and SCN moderate the relationship between customer attitudes toward robots (ATR) and CAR. Retailers and governments can learn much from the study's findings about what motivates customers to use store robots. The findings strictly contribute to extending the current literature on merging TAM and consumer acceptance theories, practices, practitioners, and business decision-makers. In addition, to enhance the useful insights of synergizing customer acceptance of Robot-assisted retail technologies; we added theoretical, managerial, and social implications.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104062"},"PeriodicalIF":11.0,"publicationDate":"2024-09-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142151118","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

Consumer preferences for unmanned stores: A choice experiment study 消费者对无人商店的偏好：选择实验研究

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-04 DOI: 10.1016/j.jretconser.2024.104061

Youngwon Nam , Sihyun Lee , Hoyoung Lee

引用次数: 0

Give me a second life! Extending the life-span of luxury products through repair 给我第二次生命通过维修延长奢侈品的使用寿命

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-04 DOI: 10.1016/j.jretconser.2024.104055

Mona Mrad , Rania W. Semaan , George Christodoulides , Emanuela Prandelli

{"title":"Give me a second life! Extending the life-span of luxury products through repair","authors":"Mona Mrad , Rania W. Semaan , George Christodoulides , Emanuela Prandelli","doi":"10.1016/j.jretconser.2024.104055","DOIUrl":"10.1016/j.jretconser.2024.104055","url":null,"abstract":"<div><p>Despite the rise in luxury organizations’ efforts to embrace the circular economy and offer more sustainable options to consumers, research on luxury goods in the circular economy remains limited and primarily focused on “closing loop” strategies––mainly second-hand and rental business models that challenge the traditional concept of luxury. By contrast, there is a complete paucity of research on luxury product repairs that represent a “slowing loop” strategy that aims to prolong the lifecycle of the luxury good. To investigate this phenomenon, we employed a methodology involving 40 interviews with luxury consumers in the United Arab Emirates (UAE), a significant luxury goods market. The findings distinguish between different types of repairs (i.e., luxury brands, luxury department stores, or independent services) and reveal three key barriers to repairs (i.e., the time frame required for the repairs, perceived inconvenience, and lack of experience/awareness). The results further point to three rational (e.g., investment value) and three emotional (e.g., inheritance value) drivers of repairs, as well as positive (e.g., pleasure or pride) and negative (e.g., compromised brand relationship) outcomes. This study contributes to the emerging literature on luxury in a circular economy by specifically examining luxury product repair context and the outcomes of luxury repairs by demonstrating that these outcomes can be either positive or negative.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104055"},"PeriodicalIF":11.0,"publicationDate":"2024-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142136115","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

Unveiling the drivers of satisfaction in mobile trading: Contextual mining of retail investor experience through BERTopic and generative AI 揭示移动交易满意度的驱动因素：通过 BERTopic 和生成式人工智能对散户投资者体验进行情境挖掘

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-03 DOI: 10.1016/j.jretconser.2024.104066

Jisu Yi , Yun Kyung Oh , Jung-Min Kim

{"title":"Unveiling the drivers of satisfaction in mobile trading: Contextual mining of retail investor experience through BERTopic and generative AI","authors":"Jisu Yi , Yun Kyung Oh , Jung-Min Kim","doi":"10.1016/j.jretconser.2024.104066","DOIUrl":"10.1016/j.jretconser.2024.104066","url":null,"abstract":"<div><p>The proliferation of mobile stock trading has introduced various apps with distinct features, emphasizing the need to understand users' evaluations after adopting the service. This study explores the determinants of retail investors’ satisfaction with mobile stock trading services by employing an advanced textual analysis of customer reviews for four leading trading applications. We utilized Bidirectional Encoder Representations from Transformers (BERT) based Topic modeling (BERTopic modeling) to identify key topics within customer reviews and used the results as input for generative AI to discern the theme and sentiment of each topic. Based on Service Quality (SERVQUAL) theory, topics are categorized into key quality dimensions: functionality, usability, information quality, customer service, and system quality. Regression models were employed to assess the impact of the quality dimensions on investor satisfaction, revealing positive feedback on usability, information quality, and service quality as primary enhancers of satisfaction. In contrast, negative feedback on service quality, system quality, and functionality was identified as the primary inhibitor of satisfaction. This study explores how the influence of each quality dimension varies among different types of brokers (full-service vs. online-only brokerages). Finally, we propose a visualization tool called Topic Rating Impact and Frequency Analysis (TRIFA), which is designed to categorize topics based on their frequency of occurrence and impact on satisfaction. This tool aids in identifying the strengths and areas for improvement in services by effectively visualizing the results of text review analysis. This research not only deepens our understanding of the quality dimensions of mobile financial services but also offers valuable insights for service providers by suggesting predictive models that could help increase customer retention.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104066"},"PeriodicalIF":11.0,"publicationDate":"2024-09-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142129310","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