Journal of Retailing and Consumer Services最新文献_第9页

Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model 在线和离线交付质量：通过技术接受模型看 O2O 的满意度和忠诚度

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-12 DOI: 10.1016/j.jretconser.2024.104079

Kyowon Seo , Taewoo Roh

{"title":"Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model","authors":"Kyowon Seo , Taewoo Roh","doi":"10.1016/j.jretconser.2024.104079","DOIUrl":"10.1016/j.jretconser.2024.104079","url":null,"abstract":"<div><p>This study presents an in-depth examination of customer satisfaction dynamics within the rapidly growing O2O food delivery (OFD) sector. Recognizing the exponential market growth and the gradual rise in consumer complaints, we seek to address the gaps in current academic research that tends to overlook the distinction between online and offline service experiences, as well as the psychological foundations of technology adoption. We propose a series of hypotheses grounded in a comprehensive theoretical framework that distinguishes between online and offline dimensions of consumer satisfaction and explores their interrelation by incorporating the technology acceptance model (TAM). We posit that, regarding online satisfaction, the quality of food information, the quality delivery tracking service, and user privacy protection functions from OFD applications hold positive significance for online customer satisfaction. Additionally, considering offline satisfaction, we assert that delivery quality and environment of the delivery service (i.e., delivery scape) contribute positively to offline customer satisfaction. We adopt trust transfer theory to hypothesize a positive relationship between online and offline satisfaction to comprehend a continuous flow in how consumer satisfaction develops. The paper also examines the pathway by which online satisfaction influences consumer loyalty through TAM. By investigating the dynamics regarding these relationships, this study contributes to offering valuable insights that could enhance OFD users’ satisfaction and their loyalty.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104079"},"PeriodicalIF":11.0,"publicationDate":"2024-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142171745","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 acceptance of social robots in domestic settings: A human-robot interaction perspective 消费者对家用社交机器人的接受程度：人机互动视角

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-12 DOI: 10.1016/j.jretconser.2024.104075

Yajie Gao , Yaping Chang , Tangwutu Yang , Zhihao Yu

{"title":"Consumer acceptance of social robots in domestic settings: A human-robot interaction perspective","authors":"Yajie Gao , Yaping Chang , Tangwutu Yang , Zhihao Yu","doi":"10.1016/j.jretconser.2024.104075","DOIUrl":"10.1016/j.jretconser.2024.104075","url":null,"abstract":"<div><p>Consumer acceptance of social robots in retail and service settings is an emerging field in marketing research. Social Home Robots (e.g., Jibo, Cozmo, and Kuri) serving various groups in domestic settings show significant retail and consumer service potential. However, most current research focuses on social robots that serve older or disabled individuals in domestic settings, leaving a gap in understanding consumer acceptance of Social Home Robots, particularly across different cultures. From the Human-Robot Interaction perspective, this article examines consumers' intentions to use Social Home Robots through a sequential mixed-method approach. Our findings indicate that consumers' intentions to use these robots are primarily influenced by key factors in Human-Robot Interaction: belief in social robot benefits, concern about privacy risks, trust, the robots' overall anthropomorphic design, and consumers' self-construal tendency. Furthermore, trust mediates the relationships between belief in social support, privacy concerns, independent self-construal, and usage intention. This study explores consumer acceptance of social robots serving diverse groups rather than special groups in domestic settings, contributing to the literature on social/service robots. It also offers business guidelines for designing and marketing Social Home Robots in retail.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104075"},"PeriodicalIF":11.0,"publicationDate":"2024-09-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142171744","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

When should the fresh-food retailer embrace near-expired food commercialization? 生鲜食品零售商何时应该接受接近过期的食品商业化？

IF 11 1区管理学

Journal of Retailing and Consumer Services Pub Date : 2024-09-10 DOI: 10.1016/j.jretconser.2024.104081

Zhengwei Lyu , Hongjie Lan , Samuel Shuai Liu , Guowei Hua , T.C.E. Cheng

{"title":"When should the fresh-food retailer embrace near-expired food commercialization?","authors":"Zhengwei Lyu , Hongjie Lan , Samuel Shuai Liu , Guowei Hua , T.C.E. Cheng","doi":"10.1016/j.jretconser.2024.104081","DOIUrl":"10.1016/j.jretconser.2024.104081","url":null,"abstract":"<div><p>Despite the potential of near-expired food commercialization (NFC) to recover value from unsold food, skepticism persists due to concern about its impact on fresh food margins. This study introduces a game-theoretic model to explore the optimal strategy and price-setting timing for the fresh-food retailer considering NFC. We find that the optimal strategy transitions from no NFC to partial and then to full NFC as the order quantity increases. Specifically, under full NFC, the fresh-food retailer with strong bargaining power and high perceived quality benefits from adopting <em>clearance-priority pricing</em>, which prioritizes the pricing of the near-expired food. Conversely, the retailer with limited power and lower perceived quality prefers <em>fresh-priority pricing</em>, which sets the retail price of fresh food first. Under partial NFC, while <em>clearance-priority pricing</em> generally yields profits, the high disposal cost may compel even powerful fresh-food retailers to switch to <em>fresh-priority pricing</em> to mitigate the risks associated with negotiation failures. We further analyze extended models to confirm the robustness of our findings. Our research contributes to the literature and guides practice by addressing common misconceptions about NFC.</p></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"82 ","pages":"Article 104081"},"PeriodicalIF":11.0,"publicationDate":"2024-09-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"142164864","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 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