Search results
1 – 9 of 9Monica Cortiñas, Raquel Chocarro and Margarita Elorz
Consumers are increasingly combining distribution channels, thus displaying so-called omni-channel behavior, both to complete a given purchase and between purchases. The authors…
Abstract
Purpose
Consumers are increasingly combining distribution channels, thus displaying so-called omni-channel behavior, both to complete a given purchase and between purchases. The authors make a distinction between omni-channel customers, who make use of distribution services in both channels and omni-channel users, who make partial use of the distribution services of one channel to support purchases in another. This paper aims to identify the omni-channel behavior among the customers of a global fast fashion retailer dealing in a wide range of apparel and clothing accessories.
Design/methodology/approach
Using a multinomial logit model, the authors perform a customer segmentation based on observed omni-channel behavior, considering the explanatory roles of demographics, distribution service features and customer service policies across the different retail channels.
Findings
The authors observe that the key retail channel features for explaining omni-channel customer behavior are product accessibility, both in store and online; the assurance that goods purchased online will satisfy the customer’s needs and expectations; and the option to return goods found unsatisfactory.
Practical implications
The results clearly show that the nature of the visits and purchases made by customers is determined by various components of the companýs customer service policy, which can, therefore, be used to guide the retailer’s segmentation strategy.
Originality/value
Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment, which might be worth exploring in future research.
Future research
Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment which might be worth exploring in future research.
Propósito
Los consumidores combinan canales de distribución en el denominado comportamiento omni-canal cada vez en mayor medida, tanto para completar una misma compra como entre distintas compras. Distinguimos entre clientes omni-canal, que hacen uso de los servicios de distribución de ambos canales, y usuarios omni-canal, que hacen solo un uso parcial de los servicios de distribución de un canal para apoyar las compras en el otro canal. En este trabajo identificamos este comportamiento omni-canal entre los clientes de una empresa global del sector de la moda que vende un amplio rango de productos de ropa y complementos.
Diseño/metodología/enfoque
Mediante un modelo logit multinomial, realizamos una segmentación de los clientes en base a su comportamiento omnicanal. En esta segmentación, consideramos el papel explicativo, no solo de las características de los individuos, sino también el de los servicios de distribución y las políticas en cada canal.
Resultados
Obtenemos cómo el acceso al producto, tanto en el establecimiento como a la página web, la garantía de que el producto comprado online tendrá las características esperadas y las facilidades para devolver el producto adquirido online si no cumple las expectativas, son rasgos clave de los canales que explican el comportamiento omnicanal de los clientes.
Implicaciones prácticas
Nuestros resultados muestran claramente que diferentes aspectos de la oferta de servicios y de políticas de la empresa determinan las compras y las visitas y estos aspectos pueden ser utilizados para guiar la estrategia de segmentación del detallista.
Originalidad/valor
En este trabajo contribuimos a la literatura sobre el marketing omnicanal presentando un modelo de segmentación, basado en los servicios de distribución ofertados por los minoristas, para las empresas que comercializan productos a través de distintos canales. Aportamos una distinción conceptual entre usuarios de un canal y compradores que tiene un amplio rango de aplicación.
Líneas futuras
Es necesario proseguir con las líneas futuras de investigación para investigar las implicaciones financieras de esta segmentación. La percepción de los precios que se detecta en nuestros resultados puede sugerir una sensibilidad mayor a los precios en el segmento mono-canal lo que puede ser una línea interesante a contrastar en investigaciones futuras.
Palabras clave
Omni-canal, Moda rápida, Trabajo de investigación, Segmentación, Servicios de distribución, Comercio electrónico
Tipo de artículo
Trabajo de investigación
Details
Keywords
Ana Mosquera, Cristina Olarte-Pascual, Emma Juaneda Ayensa and Yolanda Sierra Murillo
The new omnichannel strategy aims to offer a holistic shopping experience through the integration of online and offline channels. The introduction of technology in the physical…
Abstract
Purpose
The new omnichannel strategy aims to offer a holistic shopping experience through the integration of online and offline channels. The introduction of technology in the physical store is an essential factor to this end. The purpose of this study is twofold: first, to analyze how the intention to use different interactive technologies in a clothing store affects purchase intention and second, to test the moderating effect of gender on this relationship.
Design/methodology/approach
An original model is developed and tested with 628 omnichannel customers. A multi-group analysis is performed to compare the results between two groups: men and women.
Findings
The results show that the incorporation of new technologies in the physical store positively affects purchase intention, but no significant differences were found between the two groups.
Originality/value
This study furthers the understanding of the importance of the new connected retail system and offers new insights for both the theoretical framework and businesses.
Objetivo
La nueva estrategia omnicanal busca ofrecer una experiencia de compra holística a través de la integración de los canales físico y online. Para ello, la introducción de nuevas tecnologías en el establecimiento es un factor esencial. Este estudio tiene un doble objetivo: primero, analizar como la intención de usar diferentes tecnologías interactivas en una tienda de moda afecta a la intención de compra; y segundo, comprobar el efecto moderador del género en esta relación.
Diseño/metodología
Se ha desarrollado un modelo original que fue testado en 628 consumidores omnicanal. Asimismo, se desarrolló un análisis multigrupo para comparar los resultados en dos grupos: hombres y mujeres.
Resultados
Los resultados muestran que la incorporación de nuevas tecnologías en la tienda física afecta positivamente en la intención de compra, sin embargo, no se han encontrado diferencias significativas entre los dos grupos estudiados.
Originalidad/valor
Este estudio mejora la comprensión de la importancia del nuevo comercio conectado y ofrece nuevas perspectivas tanto a nivel teórico como para los negocios.
Details
Keywords
The purpose of this paper is to examine the effects of corporate social responsibility, social media marketing, sales promotion, store environment and perceived value on a…
Abstract
Purpose
The purpose of this paper is to examine the effects of corporate social responsibility, social media marketing, sales promotion, store environment and perceived value on a purchase decision in the retail sector.
Design/methodology/approach
A quantitative research methodology was used and the data were collected from 278 customers of retail stores in Malaysia. The collected data were analysed using SPSS 19 and structural equation modelling on AMOS.
Findings
The findings showed that corporate social responsibility has significant positive effects on a purchase decision, whereas sales promotion has a negative effect on purchase decision. The outcomes of this study also indicated that store environment has a significant positive effect on consumers’ purchase decisions. Contrary to expectations, the findings revealed that the effect of social media marketing on purchase decision is insignificant. Finally, the results showed that perceived value has a significant positive effect on a purchase decision.
Originality/value
The findings of this study contribute to an understanding of the importance of the selected factors in affecting a consumer’s purchase decision in the retail industry.
Details
Keywords
Sascha Kraus, Sandipan Sen, Katrina Savitskie, Sampath K. Kumar and John Brooks
The purpose of this paper is to examine millennial customer perceptions of food trucks and to identify factors that can foster their behavioral intentions pertaining to food…
Abstract
Purpose
The purpose of this paper is to examine millennial customer perceptions of food trucks and to identify factors that can foster their behavioral intentions pertaining to food trucks.
Design/methodology/approach
The study is based on a sample of 247 millennial customers of various food truck vendors in the United States and was assessed using ordinary least squares regression analysis.
Findings
Food truck image and employee friendliness were found to impact both customer satisfaction and word of mouth behavior; however, the other hypotheses were not supported.
Research limitations/implications
There were two limitations. The first was that one of the constructs did not achieve the minimum average variance extracted. The second was that data collection was done in a single city in the United States; therefore, future research could overcome these limitations through a refinement of the construct’s items and targeting more cities.
Originality/value
There has been limited academic research on the millennial customer perceptions of the food truck phenomenon. This research addresses that gap through a field study that examines factors that contributed to the growth and popularity of food trucks among millennials
Details
Keywords
Elizabeth Ann Cooper, Michelle Spinei and Alix Varnajot
The purpose of this paper is to focus on the Sourtoe Cocktail, a custom in Dawson City, Canada’s Yukon, in which participants drink a shot of alcohol with a dehydrated human toe…
Abstract
Purpose
The purpose of this paper is to focus on the Sourtoe Cocktail, a custom in Dawson City, Canada’s Yukon, in which participants drink a shot of alcohol with a dehydrated human toe in it. Springing from a local legend, the thrill-inducing Sourtoe Cocktail has attracted the attention of tourists. The paper reveals insights from this particular case study in order to discuss potential future tourism trends within the Arctic, especially in regard to the development of a sustainable tourism industry. Additionally, it illustrates how local communities can avoid negative effects of “Arctification.”
Design/methodology/approach
The case study is deconstructed through Dean MacCannell’s (1976) framework of sight sacralization. The Sourtoe Cocktail is analyzed based on the five stages of the framework, which helps to reveal the various elements at play at the local level. The framework specifically highlights linkages between society and the Sourtoe Cocktail as a product in order to understand how it became a tourist attraction.
Findings
The use of MacCannell’s sight sacralization framework reveals the intricate relationship of the Sourtoe Cocktail to both the Arctic and the local folklore of the Klondike Gold Rush. In addition, it is argued that the activity can serve as an example of avoiding “Arctification” processes for northern communities.
Originality/value
The originality of the study lies in the application of the sight sacralization framework to an ordinary object – a toe – instead of an object of inherent historical, aesthetic or cultural value. The paper proposes a complementary study to the recommendations provided in the Arctic Tourism in Times of Change: Seasonality report (2019) for the development of sustainable Arctic societies.
Details
Keywords
Nicolai Jørgensgaard Graakjær and Anders Bonde
The purpose of this paper is to advance the understanding of sound branding by developing a new conceptual framework and providing an overview of the research literature on…
Abstract
Purpose
The purpose of this paper is to advance the understanding of sound branding by developing a new conceptual framework and providing an overview of the research literature on non-musical sound.
Design/methodology/approach
Using four mutually exclusive and collectively exhaustive types of non-musical sound, the paper assesses and synthesizes 99 significant studies across various scholarly fields.
Findings
The overview reveals two areas in which more research may be warranted, that is, non-musical atmospherics and non-musical sonic logos. Moreover, future sound-branding research should examine in further detail the potentials of developed versus annexed object sounds, and mediated versus unmediated brand sounds.
Research limitations/implications
The paper provides important insights into critical issues that suggest directions for further research on non-musical sound branding.
Practical implications
The paper identifies an unexploited terrain of possibilities for the use of sound in marketing and branding.
Originality/value
The paper identifies a subfield within sound-branding research that has received little attention despite its inevitability and potential significance.
Details
Keywords
Nagaraj Samala, Bharath Shashanka Katkam, Raja Shekhar Bellamkonda and Raul Villamarin Rodriguez
The purpose of the present article is to highlight the role of Artificial Intelligence (AI) and Robotics in the tourism industry. The various technologies being integrated to…
Abstract
Purpose
The purpose of the present article is to highlight the role of Artificial Intelligence (AI) and Robotics in the tourism industry. The various technologies being integrated to improve the service and customer experience in tourism. The expected changes and challenges in tourism in the future are focused in this paper.
Design/methodology/approach
A systematic study on the emerging technologies of AI and Robotics applied in the tourism sector is presented in the form of a viewpoint.
Findings
AI certainly enhances tourism experiential services however cannot surpass the human touch which is an essential determinant of experiential tourism. AI acts as an effective complementary dimension to the future of tourism. With the emergence of artificial travel intelligence, it is simpler to make travel arrangements. AI offers travel services that are automated, customized and insightful. AI allows travelers to learn about their behaviors, interests to inclinations and provide a personalized experience. Gone are the days to consult a travel agent, meet him physically and indulge in an endless chain of troubling phone calls to inquire about travel arrangements.
Practical implications
Tourism marketing to see a positive and improved change that will enhance the tourists’ overall experience due to the application of AI and Robotics. New emerging technologies like chatbots, virtual reality, language translators, etc. can be effectively applied in Travel, Tourism & Hospitality industry.
Originality/value
The present viewpoint discusses the application and role of AI and Robotics with the help of relevant industry examples and theory. The present paper highlights the different technologies being used and will be used in the future.
Details
Keywords
Changqin Xu, Alexander Unger, Chongzeng Bi, Julie Papastamatelou and Gerhard Raab
Buying behavior has been significantly altered by technological developments as a result of the rise of the Internet. Online buying behavior is also inextricably linked to…
Abstract
Purpose
Buying behavior has been significantly altered by technological developments as a result of the rise of the Internet. Online buying behavior is also inextricably linked to electronic payment systems, such as credit cards. This paper investigates how credit-card systems and online shopping increases compulsive buying of female and male consumers.
Design/methodology/approach
In the current study, the authors tested the influence of credit card possession and the role of Internet shopping on gender differences in compulsive buying in a representative German sample (n = 1,038). Binary logistic regression analysis and moderator analysis were applied.
Findings
As predicted, Internet shopping increased compulsive buying, but the association was the same for females and males. Further, credit card possession moderated the effect of gender on compulsive buying, with females showing a higher proneness to compulsive buying.
Originality/value
This research, which is based on a representative population study, contributes to the understanding of the role of credit cards and the one of online shopping in developing compulsive buying patterns among female and male consumers.
Details
Keywords
Asiya Chaudhary and Sabiha Khatoon
The paper examines the increase in annual income of the new middle-class (The NMC) of Delhi-NCR and its impact on their investment habits, consumption habits and lifestyle. The…
Abstract
Purpose
The paper examines the increase in annual income of the new middle-class (The NMC) of Delhi-NCR and its impact on their investment habits, consumption habits and lifestyle. The paper aims to look into the transformation of the new middle-class into the NMC in emerging economies and its potential to the companies and investors.
Design/methodology/approach
This study draws insight from 558 new middle-class consumers in Delhi-NCR. ANOVA, post hoc tests , and hierarchical multiple linear regression model are applied to test the proposed hypotheses.
Findings
The NMC living in India's megacities imitates the lifestyle of their counterparts living in the West. To maintain their status and present themselves different from those living in middle or lower-middle-class categories, they spend audaciously, even though the income is low. When they enter the new middle class, their consumption, saving and lifestyle diversify positively.
Research limitations/implications
This study has limitations. First, the authors do not apply any behavioral theory or marketing model such as the theory of reasoned action (TRA), Engel-kollat-Blackwell (EKB) model or theory of normative model of target markets. Second, the research is limited to the NMC of only one emerging economy, i.e., India. Third, the research sample is limited to only one megacity of India, i.e., Delhi. Finally, this research used only one factor, i.e., AI, to study the consumption pattern.
Practical implications
The results suggest that considering the buying habits and lifestyle of Indian the NMC, consumers would prove helpful to the companies in product decision-making. Furthermore, understanding change in investment habits across different income levels would be advantageous to financial institutions, investment planners and marketers while designing their products to attract investment.
Originality/value
The research holds significance from the point of view of understanding Indian consumers encompassing the the NMC and predicting their implications on consumer goods-producing industries, which shall, in turn, facilitate producers and government in formulating policies and strategies.
Details