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1 – 10 of over 1000Ziqi Liao and Xinping Shi
This paper aims to explore consumer perceptions of Internet‐based e‐retailing in a highly concentrated retail market environment.
Abstract
Purpose
This paper aims to explore consumer perceptions of Internet‐based e‐retailing in a highly concentrated retail market environment.
Design/methodology/approach
The present research incorporates market and social factors to examine consumer attitude and behavioral intention to use internet‐based e‐retailing based on the survey data collected from individuals in Hong Kong.
Findings
The empirical results suggest that perceived usefulness and perceived ease of use have positive impact on consumer attitude towards e‐retail business. The easily accessible local retail market and the concern about risk in the virtual environment significantly affect consumer attitude and behavioral intention to use e‐retailing. However, consumers may consider using e‐retailing if they are influenced by particular social groups.
Research limitations/implications
Future research can be carried out along similar contextual dimensions to explore consumer behavior and critical success factors of e‐retail business in different geographical environments and social contexts.
Originality/value
The present findings have theoretical and practical implications for managing and developing e‐retail business.
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Min Zhang, Xujing Dai and Zhen He
E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery has been mainly focussed on the customers’ perspective. The purpose of…
Abstract
Purpose
E-retailing grows rapidly in recent years. The majority of previous research on e-retailing service recovery has been mainly focussed on the customers’ perspective. The purpose of this paper is to examine service recovery from the operations management perspective of the e-retailing industry in order to investigate the impact of an integrated service recovery system on e-retailers’ capability improvement and market performance.
Design/methodology/approach
Empirical data consists of a sample of 256 employees from a leading e-retailer in China. Structural Equation Model was used to verify the relationship between the integrated recovery system and employees’ job satisfaction and organizational citizenship behavior (OCB) as well as e-retailers’ capability improvement and market performance.
Findings
The empirical results reveal that e-retailers need to pay attention to establishing an integrated recovery system. The system can facilitate employee job satisfaction and OCB, ultimately the e-retailer’s market performance. However, the relationships between job satisfaction and OCB as well as market performance are found to be low in the context of e-retailing in China.
Originality/value
This research contributes to the effectiveness of an integrated service recovery system in the context of e-retailing and the important role played by employees during recovery process.
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Abhijeet Ghadge, Sujoy Bag, Mohit Goswami and Manoj Kumar Tiwari
An uncertain product demand in online retailing leads to loss of opportunity cost and customer dissatisfaction due to instances of product unavailability. On the other hand, when…
Abstract
Purpose
An uncertain product demand in online retailing leads to loss of opportunity cost and customer dissatisfaction due to instances of product unavailability. On the other hand, when e-retailers store excessive inventory of durable goods to fulfill uncertain demand, it results in significant inventory holding and obsolescence cost. In view of such overstocking/understocking situations, this study attempts to mitigate online demand risk by exploring novel e-retailing approaches considering the trade-offs between opportunity cost/customer dissatisfaction and inventory holding/obsolescence cost.
Design/methodology/approach
Four e-retailing approaches are introduced to mitigate uncertain demand and minimize the economic losses to e-retailer. Using three months of purchased history data of online consumers for durable goods, four proposed approaches are tested by developing product attribute based algorithm to calculate the economic loss to the e-retailer.
Findings
Mixed e-retailing method of selling unavailable products from collaborative e-retail partner and alternative product's suggestion from own e-retailing method is found to be best for mitigating uncertain demand as well as limiting customer dissatisfaction.
Research limitations/implications
Limited numbers of risk factor have been considered in this study. In the future, others risk factors like fraudulent order of high demand products, long delivery time window risk, damage and return risk of popular products can be incorporated and handled to reduce the economic loss.
Practical implications
The analysis can minimize the economic losses to an e-retailer and also can maximize the profit of collaborative e-retailing partner.
Originality/value
The study proposes a retailer to retailer collaboration approach without sharing the forecasted products' demand information.
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Rohit Bhagat, Vinay Chauhan and Pallavi Bhagat
Technology has been witnessing a rapid growth. The advent of artificial intelligence has further enhanced the satisfaction level of consumers, which makes it even more vital in…
Abstract
Purpose
Technology has been witnessing a rapid growth. The advent of artificial intelligence has further enhanced the satisfaction level of consumers, which makes it even more vital in the current scenario. This paper aims to explore the factors affecting practical implacability of artificial intelligence and its impact on consumers’ online purchase intention.
Design/methodology/approach
This paper has used a technology-based model as the base to explore the different factors affecting consumers’ purchase intention towards e-retailing. This study has formulated a model that demonstrates the integration of artificial intelligence in retailing by the business organizations so as to understand the needs of customers and help them accept technology. This study has further explored faith, subjective norms and consciousness as constructs which enhance the implacability of artificial intelligence.
Findings
This study shows that artificial intelligence positively influences consumers’ buying behaviour. This study through a model also shows that integration of artificial intelligence enhances consumers’ purchase intention.
Research limitations/implications
The study has been focusing on a portion of target population. So there is scope to include the whole set of the population to get closer-to-accurate results.
Practical implications
The study offers useful inputs for academicians as well as marketers for predicting buying behaviour of consumers. Marketing managers can use artificial intelligence–embedded technology to enhance online purchase intention.
Social implications
The study shows that an increase in consciousness towards e-retailing has made consumers keenly analyse and purchase products on the basis of merit and usefulness of the products.
Originality/value
The contribution has been made with the best of knowledge in formulating an integrated artificial intelligence model for consumers’ purchase intention in e-retailing.
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Mark B. Kolesar and R. Wayne Galbraith
There has been an explosion in the number of retail Web sites since 1995, e‐retail offering shares a few common elements specifically a product search facility (often augmented by…
Abstract
There has been an explosion in the number of retail Web sites since 1995, e‐retail offering shares a few common elements specifically a product search facility (often augmented by a product evaluation facility), an on‐line purchase function and a product delivery capability. There is a body of theory and empirical research in the study of customer loyalty drivers in the services sector, which demonstrates that customers evaluate services on the basis of tangibles, responsiveness, empathy, assurance, reliability and control. These service qualities depend on the customer’s perception of the overall service experience. The most influential element in the service experience is the relationship between the service provider and the customer. The Internet is a poor service delivery medium, it lacks the capacity for direct personal interaction enjoyed by non‐Internet based services. Sets out a number of marketing and Website design implications for e‐retailers and suggests means by which e‐retailers can manage customer perceptions to increase sales and develop greater customer loyalty.
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– The purpose of this paper is to integrate extant literature on psychological dimensions and trust to develop a model of consumer e-loyalty.
Abstract
Purpose
The purpose of this paper is to integrate extant literature on psychological dimensions and trust to develop a model of consumer e-loyalty.
Design/methodology/approach
This paper develops four important psychological-based factors impacting consumer trust and e-loyalty: perception-based, experience-based, knowledge-based and attitude.
Findings
The results of this paper propose that perception-based and experience-based factors are the main determinants of consumer trust and e-loyalty in e-retailing. Consumers do consider information practices.
Research limitations/implications
This paper has attempted to shed some light on the psychological antecedents of consumer trust in e-retailing but still missed some important antecedents for example personality. An option for “not applicable” as an answer choice was not provided in the survey instrument. It is hard for a participant to provide accurate information about his/her past experience that happened three months ago in a self-reported method.
Practical implications
From a theoretical perspective, the psychological-based consumer trust decision-making model provides a holistic view of an online consumer’s purchase decision-making process and e-loyalty. From a practical standpoint, the paper identified a number of potentially important psychology determinants of consumers’ trust in a website and empirical evidence concerning the relative impact of each of these determinants on consumers’ trust and e-loyalty.
Originality/value
To date, this is the first research that has been conducted to analyse psychological dimensions of trust in e-retailers and its influence on e-loyalty by using partial least squares in Saudi Arabia e-commerce research.
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Ja-Shen Chen, Tran-Thien-Y Le and Devina Florence
The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots…
Abstract
Purpose
The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots. This study explores the role of AI chatbots in influencing the online customer experience and customer satisfaction in e-retailing.
Design/methodology/approach
A research model based on the technology acceptance model and information system success model is proposed to describe the interrelationships among chatbot adoption, online customer experience and customer satisfaction. Personality is a moderator in the model. The authors used a quantitative approach to collect 425 useable online questionnaires and Statistical Product and Service Solutions (SPSS) and SmartPLS to analyze the measurement model and proposed hypotheses.
Findings
The usability of the chatbot had a positive influence on extrinsic values of customer experience, whereas the responsiveness of the chatbot had a positive impact on intrinsic values of customer experience. Furthermore, online customer experience had a positive relationship with customer satisfaction, and personality influenced the relationship between the usability of the chatbot and extrinsic values of customer experience.
Originality/value
This research extends understanding of the online customer experience with chatbots in e-retailing and provides empirical evidence by showing that extrinsic and intrinsic values of online customer experience are enhanced by chatbot adoption.
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Narimasa Yokoyama, Nobukazu Azuma and Woonho Kim
Despite retail digitisation and research efforts focussed on online and omnichannel shopping, there is insufficient knowledge regarding retail patronage formation in the grocery…
Abstract
Purpose
Despite retail digitisation and research efforts focussed on online and omnichannel shopping, there is insufficient knowledge regarding retail patronage formation in the grocery category, where in-store sales dominate. This study analyses the retail patronage formation in grocery in-store fill-in shopping.
Design/methodology/approach
The authors designed a questionnaire to measure retail patronage behaviour, consumer satisfaction (CS), store attributes evaluation and e-retail usage. Then, the authors analysed the path structure for retail patronage behaviour formation using structural equation modelling. Additionally, they performed a mediation analysis using the bootstrap method and a moderation analysis based on a chi-square difference test.
Findings
This study provides three main findings. First, the authors' model has two ways to increase Share-of-Wallet (SOW). One is to increase Share-of-Visits (SOV) and another is to increase CS amongst non-users of e-retailing. Second, the results of the moderation analysis suggest the influence of customers' use or non-use of e-retailing on SOW formation. Third, service evaluation plays an interesting role in the overall model: the lower the assessment of service, the higher the SOV; the higher the evaluation of service, the greater the CS; the greater the CS, the higher the SOV.
Originality/value
The authors proposed the framework for the relative retail patronage formation in grocery fill-in shopping to examine the relationship between two relative patronage indicators (SOW and SOV) in the path structure and the mediating effect of CS and the moderating effect of e-retailing usage on retail patronage formation.
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The purpose of this paper is to examine the effects of product coordination and a model's face on consumer responses in terms of affective states, perceived amount of information…
Abstract
Purpose
The purpose of this paper is to examine the effects of product coordination and a model's face on consumer responses in terms of affective states, perceived amount of information and purchase intention.
Design/methodology/approach
The design of the study was a 2 (product presentation: coordinated vs uncoordinated) × 2 (model's face: present vs absent) between‐subjects design. A convenience sample of 243 college students participated in a web experiment.
Findings
The results suggest that complementary apparel items should be coordinated together (e.g. pairing t‐shirt and pants together on a model) on the web sites to produce favorable consumers' shopping outcomes. However, contrary to prior research findings, consumers perceived more information when no model's face was present with the product than when an attractive model's face and body were shown together.
Research limitations/implications
This study used a convenience sample of college women. Thus, future research needs to include a more diverse group of e‐shoppers to enhance generalizability of the findings.
Practical implications
The findings of the study provide useful insights that apparel e‐retailers can utilize to develop more effective e‐retailing web sites. Based on the findings, product coordination without a model's face is recommended for e‐retailers.
Originality/value
Overall the paper's findings provide empirical support for the Stimulus‐Organism‐Response (S‐O‐R) model and the ensemble effect.
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Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee and Azarnoush Ansari
This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.
Abstract
Purpose
This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.
Design/methodology/approach
A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.
Findings
The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.
Originality/value
The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.
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