Journal of Retailing最新文献_第5页

The Future of Physical Stores: Creating Reasons for Customers to Visit 实体店的未来：创造顾客光顾的理由

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.10.005

Els Breugelmans , Lina Altenburg , Felix Lehmkuhle , Manfred Krafft , Lien Lamey , Anne L. Roggeveen

{"title":"The Future of Physical Stores: Creating Reasons for Customers to Visit","authors":"Els Breugelmans , Lina Altenburg , Felix Lehmkuhle , Manfred Krafft , Lien Lamey , Anne L. Roggeveen","doi":"10.1016/j.jretai.2023.10.005","DOIUrl":"10.1016/j.jretai.2023.10.005","url":null,"abstract":"<div><p>This research presents a novel, conceptual perspective on distinctive opportunities available to retailers with a physical location to create reasons for customers to visit the physical store. A multi-method approach is used, where we combine the study of more than 25,000 online announcements of new approaches implemented in physical stores with 12 interviews with retail experts from around the globe. The result is an integrative framework with five key benefits and 14 subdimensions which retailers can use to create reasons for customers to visit their physical store. The five benefits are discovery, convenience, customization, community, and shoppertainment. In discussing the framework, the authors provide rich examples which illustrate different ways retailers can establish these benefits. This research also details the value and challenges of collaborating with partners when implementing new approaches to leverage such benefits. The paper concludes with a discussion of external and internal contingency factors that can impact the decision (of when) to implement (which) new approaches and offers a list of questions for further research.</p></div>","PeriodicalId":48402,"journal":{"name":"Journal of Retailing","volume":null,"pages":null},"PeriodicalIF":10.0,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135709070","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

Localized globalization through structures of common difference and the in-store curation of a glocal retailscape 通过共同差异结构和店内策划全球零售景观实现本地化全球化

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.11.007

Hope Jensen Schau , Melissa Archpru Akaka , Rodrigo Costa Segabinazzi

引用次数: 0

The store of the future: Engaging customers through sensory elements, personalized atmospherics, and interpersonal interaction 未来的商店:通过感官元素、个性化氛围和人际互动吸引顾客

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.11.005

Courtney Szocs , Yeseul Kim , Mikyoung Lim , Christian Arroyo Mera , Dipayan Biswas

{"title":"The store of the future: Engaging customers through sensory elements, personalized atmospherics, and interpersonal interaction","authors":"Courtney Szocs , Yeseul Kim , Mikyoung Lim , Christian Arroyo Mera , Dipayan Biswas","doi":"10.1016/j.jretai.2023.11.005","DOIUrl":"10.1016/j.jretai.2023.11.005","url":null,"abstract":"<div><p>An increasingly competitive retail landscape, new technological innovations, and evolving consumer needs present challenges and opportunities for physical stores. To maintain a competitive advantage, brick-and-mortar retailers must leverage the store environment to curate a captivating experience that cannot be emulated online. Drawing on the competencies that differentiate physical stores from their digital counterparts, as well as evolving consumer expectations, the current research identifies three levers that managers should use to design pleasurable shopping experiences in stores of the future. First, managers can increase their focus on sensory elements (e.g., visuals, scents, sounds, haptics, taste) and use these elements to curate pleasurable, multisensory in-store experiences. Second, managers should consider gravitating from the current one-size-fits-all approach to atmospherics in favor of environments that are personalized and customizable to suit individual consumer tastes. Finally, managers can re-evaluate employee responsibilities, make space for customer-to-customer interactions, and host in-store events to offer optimal levels of interpersonal interaction. After highlighting marketplace examples that provide initial evidence of each lever, individual level factors that likely moderate the effects of each lever on the in-store experience are discussed. Finally, future research opportunities are identified.</p></div>","PeriodicalId":48402,"journal":{"name":"Journal of Retailing","volume":null,"pages":null},"PeriodicalIF":10.0,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138532900","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

More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience 不仅仅是机器未来零售销售人员在提升客户体验中的作用

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.10.004

Alec Pappas , Elena Fumagalli , Maria Rouziou , Willy Bolander

{"title":"More than Machines: The Role of the Future Retail Salesperson in Enhancing the Customer Experience","authors":"Alec Pappas , Elena Fumagalli , Maria Rouziou , Willy Bolander","doi":"10.1016/j.jretai.2023.10.004","DOIUrl":"10.1016/j.jretai.2023.10.004","url":null,"abstract":"<div><p>Retail sales has consistently faced threats by technology throughout history, with the recent advent of Artificial Intelligence (AI) posing the most recent challenge. It is often said that because of new technologies, retail salespeople will disappear. In this article, we challenge this assertion by arguing that humans and technology each possess unique strengths and weaknesses, and that each works to affect the customer experience in distinct ways. Specifically, AI elevates the baseline customer experience by improving service consistency, operational efficiency, and multitasking capabilities, thereby “raising the floor” of the customer experience while human salespeople, possessing unique strengths in building customer relationships, showcasing adaptive creativity, and adhering to ethical considerations, expand the upper limits of potential customer experiences thereby “raising the ceiling” of the customer experience. We propose a synergistic future where AI and human salespeople complement each other, with human potential ultimately prevailing in delivering a superior customer experience that can be approximated, but not fully replicated by AI. Building upon this premise, we present real-world examples of retailers that embody these synergies, and we advocate and assess these instances through the lens of the “seven Cs” representing core customer experience needs: (1) curation, (2) customization, (3) community, (4) cost, (5) customer retailtainment, (6) convenience, and (7) category expertise. Finally, we discuss managerial considerations and propose directions for future research.</p></div>","PeriodicalId":48402,"journal":{"name":"Journal of Retailing","volume":null,"pages":null},"PeriodicalIF":10.0,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135670337","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

Innovations in retail delivery: Current trends and future directions 零售配送的创新:当前趋势和未来方向

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.10.006

Brian Ratchford , Dinesh K. Gauri , Rupinder P. Jindal , Aidin Namin

{"title":"Innovations in retail delivery: Current trends and future directions","authors":"Brian Ratchford , Dinesh K. Gauri , Rupinder P. Jindal , Aidin Namin","doi":"10.1016/j.jretai.2023.10.006","DOIUrl":"10.1016/j.jretai.2023.10.006","url":null,"abstract":"<div><p>Spurred on by the transition to omnichannel retailing and advances in technology, retail delivery process has seen many innovations in recent years. The delivery process, broadly defined, is the set of tasks needed to deliver the product from the retailer to the final consumer. Innovations pertain to modes of delivery, locations of delivery, and trade-offs between delivery speed and delivery charges. We attempt to build a typology of innovations and their use, and summarize their potential costs and benefits to retailers and consumers. It is easily seen that many of the innovations can be labor saving for retailers. But there has been little evidence on consumer reactions. For this purpose, we conduct a national survey to examine the likelihood of adoption of a number of innovations in delivery. We find that although overall interest in these innovations is not high at this early stage, there is a significantly large segment of customers who are more likely to adopt these innovations. These customers are predominantly millennials, have higher incomes, and they are tech-savvy, innovative, environmentally conscious, and value quality. The findings suggest that retailers need to be strategic about choosing targets for successfully propagating these innovations.</p></div>","PeriodicalId":48402,"journal":{"name":"Journal of Retailing","volume":null,"pages":null},"PeriodicalIF":10.0,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138532903","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: 1

Retailing Groundedness: How to improve customer experience, brand perceptions, and customer loyalty through feelings of groundedness 零售接地气:如何通过接地气改善顾客体验、品牌认知和顾客忠诚度

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.11.004

Gianna Bruckberger , Christoph Fuchs , Martin Schreier , Stijn M.J. Van Osselaer

{"title":"Retailing Groundedness: How to improve customer experience, brand perceptions, and customer loyalty through feelings of groundedness","authors":"Gianna Bruckberger , Christoph Fuchs , Martin Schreier , Stijn M.J. Van Osselaer","doi":"10.1016/j.jretai.2023.11.004","DOIUrl":"10.1016/j.jretai.2023.11.004","url":null,"abstract":"<div><p>The retail landscape has undergone substantial disruption due to the rise of powerful online retailers and fast-evolving customer demand. This shift has prompted a need to redefine the role of physical stores as platforms for unique shopping experiences and customer interactions. In this paper, we introduce the concept of groundedness into the retailing literature. We develop a framework describing how retailers can provide value through groundedness. Specifically, the framework outlines three domains— (1) store design, (2) assortment, and (3) events—to facilitate the connection between customers and three pillars of groundedness—connections to (a) place, (b) people, and (c) past. Our guidelines and suggested interventions assist retailing practitioners and scholars in creating physical store environments that satisfy customers’ need for groundedness. We argue that evoking feelings of groundedness in physical stores benefits customers, salespeople, and retailers. We specifically highlight how retailing groundedness can enhance customers’ shopping experience, brand perception, as well as loyalty. Furthermore, we discuss how these effects on customers, combined with store associates’ greater job satisfaction, can benefit retailers.</p></div>","PeriodicalId":48402,"journal":{"name":"Journal of Retailing","volume":null,"pages":null},"PeriodicalIF":10.0,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S002243592300057X/pdfft?md5=bfd8a9e3a84a3a6d942d1c9ef97597ca&pid=1-s2.0-S002243592300057X-main.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138532907","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

Executive Summaries 执行摘要

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/S0022-4359(23)00067-2

引用次数: 0

FM ii: Copyright/ ID Statement FM ii：版权/身份证声明

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/S0022-4359(23)00065-9

引用次数: 0

Immersive retailing: The in-store experience 身临其境的零售：店内体验

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.10.003

Henrik Hagtvedt , Sandeep R. Chandukala

引用次数: 1

Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences 利用店内技术和人工智能:提高客户和员工效率，增强他们的体验

IF 1 1区管理学

Journal of Retailing Pub Date : 2023-12-01 DOI: 10.1016/j.jretai.2023.10.002

Dhruv Grewal , Sabine Benoit , Stephanie M. Noble , Abhijit Guha , Carl-Philip Ahlbom , Jens Nordfält

{"title":"Leveraging In-Store Technology and AI: Increasing Customer and Employee Efficiency and Enhancing their Experiences","authors":"Dhruv Grewal , Sabine Benoit , Stephanie M. Noble , Abhijit Guha , Carl-Philip Ahlbom , Jens Nordfält","doi":"10.1016/j.jretai.2023.10.002","DOIUrl":"10.1016/j.jretai.2023.10.002","url":null,"abstract":"<div><p>Due to digital innovations, retailing is undergoing radical changes. Scholars have proposed frameworks to address outcomes of implementing technology e.g., an increased customer experience, efficiency gains, consumer or employee acceptance. Existing frameworks concentrate primarily on the consumer perspective, focus on specific technologies (e.g., AI) and covering the customer journey. In contrast, this paper also focuses on the employee perspective, and how technology influences the employee journey. Since the convenience offered by online retailers puts offline retailers under pressure, this research focuses on in-store technology. Based on a comprehensive review of managerial and academic literature and expert interviews, we propose a framework covering customers and employees, and technology's function (increasing efficiency or experience), as also including more traditional and newer technologies, such as robots and AI. We identify and showcase technologies increasing efficiency for customers (quadrant 1, e.g., checkout options or autonomous stores) or for employees (quadrant 2, e.g., in-store robots), and enhancing the experience for customers (quadrant 3, e.g., retailer apps or communication) or for employees (quadrant 4, e.g., exoskeletons or smart wearables). Finally, for each of these quadrants, we identify future research opportunities.</p></div>","PeriodicalId":48402,"journal":{"name":"Journal of Retailing","volume":null,"pages":null},"PeriodicalIF":10.0,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.sciencedirect.com/science/article/pii/S0022435923000507/pdfft?md5=100214b2c345e43fafb3471bb811a6bb&pid=1-s2.0-S0022435923000507-main.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138532904","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