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The purpose of this study is to investigate the factors affecting behaviour intention (BI) to use and actual usages of investment-related FinTech services among the zoomers (Gen Z) and millennials (Gen M) retail investors of India.

The study explores the predictive relevance of actual adoption behaviour among the two different age categories of Indian retail investors. It uses the Unified Theory of Acceptance and Use of Technology-2 and the prospect theory framework as guiding frameworks. Data has been collected from 294 retail investors, actively engaged in the investment-related FinTech services. The multi-group analysis using variance-based partial least square structured equation modelling has been used to compare the two groups. The invariance between the two groups was achieved through measurement invariance assessment.

The study reveals distinct factors significantly affecting BI to use investment-related FinTech services among Gen Z and Gen M retail investors are performance expectancy (PE) to BI, perceived risk (PR) to BI, price value (PV) to BI and PR to service trust (ST).

This study provides insights for financial providers and policymakers, emphasizing different factors influencing BI to use investment-related FinTech services in both age groups. Notably, habit emerges as a common factor influencing the actual usage of investment-related FinTech services across Gen M and Gen Z retail investors in India.

This study explores the heterogeneous behaviour of the heterogenous population in the domain of technological adoption of investment-related FinTech services in India.

The present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.

The research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.

We identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.

Mobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.

Prior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

The purpose of this paper is to explore the extent to which customers evaluate inferior product presentations on a local shopping platform based on the retailer (small and medium-sized enterprise [SME] vs retail chain).

The authors conducted a between-subject online study (N = 728) with a 2 (SME vs retail chain) x 2 (high vs low-quality product presentation) between-subject experimental design. The authors conducted several analyses of variance to analyze the hypotheses and analyses of covariance for a mediating effect.

This study's results show that customers tend to overlook inaccuracies from a retail chain more often than they overlook inaccuracies from SME retailers. The authors show that the perceived competence of the retailer mediates the impact of the retailer's quality on customer purchasing intentions, not only for the presented product but also for the retailer itself.

Based on this study's results, the authors give implications for retailer cross-channel strategies and hint at the importance of emphasizing the retail size.

This paper provides important contributions to the literature on resource-advantage theory by explaining that consumers perceive quality differences within product presentations on online shopping platforms differently with regard to retail chains vs SME retailers. Moreover, the information processing theory helps to provide a theoretical foundation concerning differences in online store quality (via engineered low- vs high-quality product presentations in this study).

Despite the rapid adoption of smartphones among digital fashion consumers, their attitude to retailers' mobile apps and websites is one of increasing dissatisfaction. This suggests that understanding how mobile consumers use smartphones for fashion shopping is important in developing digital shopping platforms that fulfil consumer' expectations.

For this research, mobile eye-tracking technology was employed in order to develop unique shopping journeys for 30 consumers, using fashion retailers' websites on smartphones, documenting their differences and similarities in browsing and purchasing behaviour.

Based on scan path visualisations and observed shopping experiences, three prominent mobile shopping journeys and shopper types were identified: “directed by retailer's website”, “efficient self-selected journey” and “challenging shopper”. These prominent behaviour patterns were used to characterise mixed cluster behaviours; three distinct mixed clusters were identified, namely, “extended self-selected journey”, “challenging shoppers directed by retailer's website” and “focused challenging shopper”.

This research argues that mobile consumers can be segmented based on their activities and behaviours on the mobile website. Knowing the prominent shopping behaviour types any other complex behaviour patterns can be identified, analysed and described.

The findings of this research can be used in developing personalised shopping experiences on smartphones by feeding these shopper types into retailers' digital marketing strategy and artificial intelligence (AI) systems.

This paper contributes to consumer behaviour literature by proposing a novel mobile consumer segmentation approach based on detailed shopping journey analysis using mobile eye-tracking technology.

The study investigates the interaction of sustainability dimensions in supply chains. Along with the analysis of sustainability trade-offs (i.e. prioritizing one dimension to the sacrifice of others), we develop and test the concept of cross-insurance mechanism (i.e. meeting of one sustainability goal possibly attenuating the effects of poor performance in another).

Through the analysis of a 20-variation vignette-based experiment, we evaluate the effects of these issues on the corporate credibility (expertise and trustworthiness) of four tiers of a typical food supply chain: pesticide producers, farmers, companies from the food industry and retail chains.

Results suggest that both sustainability trade-offs and cross-insurance mechanisms have different impacts across the chain. While pesticide producers (first tier) and retail chains (fourth tier) seem to respond better to a social trade-off, the social cross-insurance mechanism has shown to be particularly beneficial to companies from the food industry (third tier). Farmers (second tier), in turn, seem to be more sensitive to the economic cross-insurance mechanism.

Along with adding to the study of sustainability trade-offs in supply chain contexts, results suggest that the efficiency of the insurance mechanism is not conditional on the alignment among sustainability dimensions (i.e. social responsibility attenuating social irresponsibility). In this sense, empirical evidences support the development of the cross-insurance mechanism as an original concept.

The purpose of this paper is to examine the state of readiness of the Indian retailing sector for the implementation of mobile retailing applications. It also identifies the most critical success factors (CSFs) for mobile retailing implementation through retailing process reengineering (RPR) framework.

This paper attempts to identify a few CSFs through questionnaire survey and interview, subsequently establishing the inter-factor relationships through interpretive structural modeling framework and computing the priority weights of the interrelated factors using analytic network process. Finally, the authors compute the retailers’ RPR implementation readiness indices for mobile retailing using Multi-Level data envelopment analysis methodology.

The 11 CSFs have been identified. Out of these, two factors namely Strategic Alignment and Management Control and Quality Contribute profoundly for mobile retailing implementation. Finally, a readiness index has been computed for implementation of mobile retailing in the selected retail outlets through RPR framework.

Only a few selected large retail outlets have been considered in this study and the sample size was modest. This study only revolves around the Indian retail sector.

This study can be used as a decision support system for mobile retailing implementation in Indian retail sector. Moreover, based on the results of this study, a few retail outlets are completely ready for mobile retailing implementation. Apart from them, the other retail outlets can improve their readiness index by emphasizing on performance scores of the CSFs.

Due to the scanty literature on mobile retailing, this study contributes to the mobile retailing body of literature in three ways: first, identification of CSFs in mobile retailing; second, interrelationship among the factors; and third, proposes a rational framework to compute retail outlets’ readiness indices for the implementation of mobile retailing through RPR framework.

The purpose of the paper is to create a well-integrated and unified customer experience anytime, anywhere, through any channel is the leading objective of omnichannel retailers. Scholars advocate the crucial role of channel integration quality (CIQ)–specifically its components of channel-service configuration and integrated interactions–in formulating the customer experience, which in turn determines their patronage intention. However, a dearth of research exists on the dynamic nature of this particular mechanism. The potential mediating and moderating effects of customer empowerment and Internet usage have hardly been considered at all in the context of omnichannel retailing. These research gaps will be addressed in this study.

Based on a data set of 312 omnichannel customers, the partial least square–structural equation model (PLS-SEM) was employed to test the hypothesised relationships.

The results reveal the dynamic mechanism in which channel-service configuration and integrated interactions are the key factors that not only directly enable omnichannel retailers to deliver customers with a seamless shopping experience but also empower customers to shape their own consumption experiences. The findings also demonstrate the contingency role of consumers' Internet usage in such a dynamic mechanism. Finally, the notion that a strong customer experience increases their intention for patronage is supported by the empirical evidence.

This study contributes to the existing literature by quantitatively examining the moderated mediating mechanism of forming customer experience and its subsequent patronage behaviour in the context of omnichannel retailers.

This paper aims to examine the relationships between consumer advocacy and consumer complaining behaviors such as voicing and negative word‐of‐mouth in the context of dissatisfactory service experiences.

Using an experimental design embedded in a survey methodology, the authors examine the relationship between consumer advocacy and the likelihood for complaining about dissatisfactory service experiences among adult US consumers. Additionally, the authors examine the differences between likelihood for voicing and negative word‐of‐mouth (NWOM) in the context of dissatisfactory service experiences at varying levels of service encounter failure.

The authors find that consumer advocacy is positively related to consumer complaining (i.e. voicing and NWOM), and that likelihood of NWOM is consistently greater than likelihood of voicing.

This study uses a convenience sample of US adult consumers, which could compromise generalizability of the results to broader consumer populations.

Based on these results, the authors suggest that companies and consumer protection agencies appeal to consumers' advocacy tendencies to facilitate voicing so problems can be quickly identified and resolved, and the negative word‐of‐mouth can be minimized.

This study is the first attempt known to authors to link consumer advocacy to complaining behaviors in the marketplace.

This paper investigates the impact of blockchain technology on the Bricks and Mortar (B&M) grocery sector from a technological and functional perspective.

The research adopted an exploratory research design and the data comprises 17 semi-structured interviews with personnel at the top grocery retail chains in the United States, for example, Wal-Mart, Tesco, Stop and Shop and Meijer. Additionally, two major US-based blockchain service providers are included – SumatoSoft and Accubits.

Blockchain technology affects the business processes of B&M grocery retail by offering payment via tokens, secure payments and contracts between stakeholders, an end-to-end solution in the supply chain and secure management of the stock. However, this process is hampered by a number of challenges such as integrity and security concerns, difficulty in adapting sound logistics, lack of adequate skills and resistance to change by store managers and employees. This can be addressed by imparting education/training and creating awareness about the benefits of blockchain and generating industry-wide collaboration in which regulations can work.

The research has benefits for B&M grocery stores, governments and the wider society. For example, the findings of this study will help B&M grocery retailers to confront the competition by online retailers such as Amazon, AliExpress or eBay and promote the development of a systematic collaboration to achieve the changes they need.

The study is original and innovative in that no research to date has focused on how blockchain can help the B&M grocery sector and address its challenges.

Online retailing is continuing to grow at a time with many fashion brands are closing retail stores. Social media is now an essential component within the purchase journey of a fashion consumer. As social media networks continue to develop transactional capabilities, this has giving rise to the expansion of social shopping. Fashion brands need to consider how best to optimise social shopping opportunities as an extension of the retail shopping experience. Reviewing developments within retailing, a conceptual model of social shopping is proposed, which places mobile technologies as central to the social shopping experience both on social media and in store.