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Privacy is a sensitive issue in business because it involves how a platform uses consumer personal data. In terms of consumer rights, personal information needs to be protected in the privacy policy (PP). This study describes several aspects of the PP that consumers need to pay attention to, especially points prone to misuse of personal information.

This research used a taxonomy of consumer privacy concerns in e-commerce to reveal general and specific privacy concerns. The privacy calculus theory was also applied to explore consumer rationalization using (1) consumer knowledge about PP, (2) subjective perception, and (3) proximity to the PP features. Furthermore, the netnographic approach was used to combine the interrelation between technology and social construction. A sample of 378 young consumers in several major cities in Indonesia participated online and offline. Semi-structured interviews were also conducted to gain more in-depth comprehension.

The results showed that most young consumers have sufficient basic knowledge of the important points of PP. Furthermore, they tend not to read the PP because it is long and cumbersome, and therefore do not wish to expend much cognitive effort on it.

This study provides several results that can be utilized by policymakers or e-commerce companies to pay more attention to PPs for young groups. In addition, e-commerce companies can increase the knowledge of the privacy situation of Internet users in general.

The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-11-2022-0740

Religious tourism is one of the oldest and fastest-growing segments. This study analyzes religious tourism through the pilgrimage of Muslims to the holy city of Mecca and has the following objectives: (1) establish the motivational dimensions of religious tourism; (2) identify the motivational dimensions that predict the satisfaction of religious tourism and (3) determine the motivational dimensions that predict return, recommend and say positive things about religious tourism applied to the pilgrimage to a sacred city.

The sample consisted of Muslim pilgrims who had visited Mecca. The sample was collected in Bahrain, a country located on the Persian Gulf, where most of its population is Muslim. A total of 380 valid questionnaires were obtained online. For the data analysis, factorial analysis and the multiple regression method enter were performed.

The results show that religious motivations are more important when visiting a sacred city than secular ones. Three motivational dimensions were found: religious, social and cultural and shopping. The three dimensions found have a significant relationship with satisfaction and loyalty. Likewise, it was found that the religious motivational dimension is the factor that most predicts satisfaction and loyalty in the behavior of religious visits to a sacred city.

The main limitation of the present study was the temporality in which the sample was taken because the demand may vary at another time of the year and therefore vary its results.

The authors of the study recommend that holy cities increase the religious motivations of these travelers by periodically researching their needs and organizing services to suit their desired spiritual experience. Also, to improve the social and cultural part, travel agencies and tourist companies to Mecca should promote social and cultural motivation among travelers in an appropriate way by providing service packages that involve visits to cultural and social sites such as museums and cultural centers.

This research will serve as a management guide for public institutions and private companies to develop more efficient planning in religious destinations and sacred cities.

This study is the first to analyze the construct of motivations in the pilgrimage to the city of Mecca, to then establish what the main motivations are that predict satisfaction and loyalty in a religious city. Thus, its results provide important information for tourist destination managers and tourism service providers.

Discount grocery stores (DGSs) are attractive food supply chain (FSC) channels because many cost-conscious Indians use them for monthly needs. Despite capacity, DGSs must address customer concerns about store crowd densities and improve their COVID-19 preparedness. The purpose of this study is to learn how retail operations strategies can improve customer experience and how stores can benefit.

The study looked at a case study where retail operations are run more efficiently, and the customer experience is enhanced by standardizing and customizing customer transactions. The potential benefits that customers and retailers might anticipate are then statistically verified. Next, the potential benefits were examined to determine which ones from customers’ and retailers’ views should be prioritized to increase satisfaction.

The case situation analysis in the study demonstrates how DGSs can improve their retail operations to reduce customer wait times and provide greater convenience. The study also provides practitioners with potential benefits to pursue from the perspectives of retailers, customers and both retailers and customers.

This study requires many past transactions and can be considered an extension of the current study, so it does not capture floor space and capacity improvements.

This research can help FSC retailers compete with upstream supply chain partners and customers in omnichannel retailing. By improving DGS retailer capacity and customer experience, this study can benefit all FSC stakeholders.

Although there are numerous potential benefits that practitioners can pursue, the current study suggests that practitioners focus on those that can improve retailer and customer satisfaction.

The different dimensions of the online engagement behaviors exhibited by omnichannel shoppers, who mainly rely on the online channel for information search, are still understudied. This study aims to investigate how service journey quality (SJQ) has an impact on the overall omnichannel customer experience leading to customer identification (CI) with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions.

The research is cross-sectional, quantitative and descriptive. Purposive sampling was used to choose the research's participants. Data were collected from 591 Indian omnichannel customers who had previously made an omnichannel purchase that included the concurrent usage of various channels of a retailer using a verified self-administered survey. Using the Smart PLS 4.0 software, the proposed conceptual model has been evaluated.

The results indicate that omnichannel customer experience mediates the relationship between SJQ and CI with the store, subsequently leading to their exhibition of online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions). The perceived customer gratitude toward the store significantly and positively moderated the direct relationship between SJQ and different online engagement behaviors (writing online reviews, blogging, rating products and service online and indulging in customer-to-customer online interactions).

The study relied upon the omnichannel shoppers of only Indian population and relied on a cross-sectional data collection procedure for this research.

Post-pandemic, with highly dynamic shifts in customer preferences, the need for channel-agnostic shopping leading to the unpredictability of purchase patterns has made SJQ the only dimension to achieve sustainable loyalty intentions through value co-creation in an omnichannel retail context. Emphasizing post-purchase behaviors like different online engagement behaviors (writing online reviews, blogging, rating products and services online and indulging in customer-to-customer online interactions), this study is the first to show that SJQ might affect four different online customer engagement behaviors through omnichannel shopping experience and CI with the store. The moderating effect of customer-perceived gratitude toward the retailer on a few proposed hypotheses was also tested to give managerial recommendations. The study also answers the call to investigate the moderating role of customer gratitude in determining service quality-driven engagement behaviors.

The aim of the study presented in this paper is to investigate the interrelationships among technologies in retail, webrooming and showrooming purchase intentions and customer experience.

The study was conducted in the fashion industry in three fashion groups: LPP, CCC and Inditex, which declare to use omnichannel solutions in their supply chains. The study focusses on 825 customers drawn from the emerging market in Poland. The research follows the partial least squares path model procedure.

Based on the study, it was concluded that out-store technologies are positively associated with omnichannel purchase intentions and also positively associated with cognitive and affective customer experience. This study proves that the boundary between traditional and online stores is beginning to blur, and thanks to new technologies, customers can experience traditional shopping resembling online shopping, and vice-versa.

Although the results provide several major contributions to theory and implications for practitioners, the study still demonstrates some methodological constraints. More specifically, although the study employs a relatively large research sample of 825 shoppers, it still focusses only on a selected group of customers in three fashion groups, LPP, CCC and Inditex, and is limited to investigating a particular type of customer experience solely in the fashion industry.

The results of this study not only verify the theoretical concepts and assumptions of technologies supporting omnichannel retail but also offer a practical roadmap for creating omnichannel solutions providing the best customer experience.

To investigate (1) the relationship between young adults' behavioural brand loyalty (BBL) and Japanese fashion companies' financial performance (FP) and (2) FP improvement from the perspectives of social media brand engagement (BE) and loyalty programmes (LPs) by applying the complexity theory.

A mixed methodology was employed by combining qualitative and quantitative approaches to examine the prediction of outcomes by various variables in a realistic context. The integrated model associated BE and LPs with BBL and FP, which are essential for fashion companies. We selected 14 fashion brands belonging to 14 publicly traded Japanese fashion companies and surveyed 183 Japanese consumers (aged 18–25 years) who chose these brands as their favourites, engaged with the brands and participated in LPs.

The findings reveal the positive and negative effects of the variables (BE and LP) on the outcomes (short- and long-term FP). They offer marketing implications regarding brand strategy and financial improvement by considering various combinations of causal factors and complex situations, such as the fashion brands' and consumers' characteristics.

Existing empirical studies consider consumers' symmetric reactions to the benefits and losses from variables (BE, LP and BBL) but do not realistically reveal the negative and positive effects on outcomes (FP). This study addresses this gap by applying the complexity theory and offers multiple solutions to target different consumer types to predict high FP.

This study aims to examine the relative effectiveness of functional and financial remedies in influencing customers' negative coping responses in the event of a data breach. It also uncovers the different mediating roles played by customers' feelings of anger and fear in the process of data breach recovery. This study thus differs from the literature, which has primarily focused on the impact of financial compensation and apologies for service failures in face-to-face environments.

Two scenario-based experiments were conducted to empirically validate the model. The authors received 302 copies of the questionnaire, of which 269 were valid.

This study finds that functional remedies are more effective than financial remedies when sensitive information has been compromised, but there is no significant difference between the effectiveness of the two remedies when nonsensitive information has been compromised. In addition, functional remedies influence negative coping behaviors directly and indirectly; the indirect effect is achieved through the reduction of fear and anger. Contrary to the authors' expectation, financial remedies do not have a direct effect on negative coping behaviors; they can indirectly affect negative coping behaviors by reducing anger but do not affect negative coping behaviors by reducing fear.

This study provides key insights into how to manage customer reactions in the event of a data breach, suggesting the use of carefully designed recovery strategies. Companies must attend to customers' specific emotional responses to manage their negative coping behaviors.

This study extends the limited literature on data breach recovery actions by investigating the different effectiveness of functional and financial remedies in the event of a data breach. It also uncovers how functional and financial recovery strategies affect customers' negative coping behaviors by revealing the different mediating effects of fear and anger.

Artificial intelligence (AI) has already changed the financial industry by increasing the accessibility and inclusiveness of financial services. While acknowledging the challenges posed by AI, this chapter provides insights into the positive impact of AI in promoting financial inclusion. AI has greatly enhanced credit scoring and risk assessment through the use of non-traditional data sources, enabling individuals with limited credit histories and low incomes to access loans and financial products. In addition, the implementation of AI-powered customer identification and verification systems has enhanced security measures while reducing the risk of fraudulent activity. However, the digital divide still remains a challenge to achieve wide financial inclusion. Limited access to technology and digital skills keeps some people from fully benefiting from AI-powered financial services. Access to loans through AI systems may seem convenient, but it also raises concerns about excess borrowing and the resulting unsustainable debt levels. In the age of digital finance, privacy and data security are still key issues. The chapter concludes by highlighting that more research is needed to address these challenges. By fully understanding the potential of AI, as well as its limitations, the power of technology can be harnessed to create more inclusive economic opportunities for everyone, especially those living in poorer areas.

This study aims to develop a better understanding of the key determinants of repetitive visits to coffee shops. The paper intends to answer a simple, yet crucial question, “Why do people go to coffee shops repeatedly, and frequently?”.

Two coffee shops in North Cyprus are used as case studies in order to provide in-depth information about the perceptions and experiences of coffee shop clients, managers and staff. An inductive methodological structure together with qualitative data collection methods provided a rich, exploratory setting.

A social network of customers and employees, communication with familiar people and sharing a homely feel are found to be the key determinants of clients' attachment. Comfort, security, sense of belonging and the convenience of the place also play a pivotal role. The traditional habit of coffee drinking is a prime motivation for people of this area to meet up and socialize.

Managers can optimize operational results as it is evident that social and cultural elements are the key drivers for repeat customer visits, while regional planners can set society-driven policies.

This study contributes to the literature by using a holistic approach to understand the factors which influence revisit intentions of coffee shop clients in relation to the third place, the place attachment and the service space concepts. The research approach employed is also significant as it enabled the presentation of the real-life dynamics and its relation to the literature.