Showing papers in "International Journal of Retail & Distribution Management in 2019"

Transitions towards omni-channel retailing strategies: a business model perspective

Abstract: Digitalisation has been identified as a driving force behind retail sector transformation. The purpose of this paper is to provide a deeper understanding of how omni-channel strategies link to the digitalisation phenomenon. The study is explorative in nature and aims to expand existing knowledge by using a business model (BM) perspective.,The study uses a qualitative approach. Data collection involved a questionnaire answered by 13 firms from three retail segments (i.e. fashion, consumer electronics and bookstores and media) and a group discussion with senior managers. The data were complemented with information from websites, applications and available online reports.,The findings present empirical insights about different strategic and BM approaches to omni-channel retailing and highlight examples of pioneering retailers from the Italian market. The proposed framework consolidates earlier studies and puts forward three dimensions for a successful transition to omni-channel retailing BMs: a seamless customer experience, an integrated analytics system and an effective supply chain and logistics.,Managers can employ an overview of mobile commerce usage to manage the process of integrating channels, within their BMs, alongside the customer journey. Particular attention should be paid to development and the use of data analytics tools as one of the dimensions with a significant impact on omni-channel management.,First, this paper applies a BM perspective as a novel approach for analysing a transition to omni-channel retailing. Second, it is based on empirical analysis of three retail segments, which provide new insights into omni-channel strategies in the retailing literature.

Augmented reality in retailing: a review of features, applications and value

Abstract: The purpose of this paper is to review augmented reality (AR) within retailing by identifying, outlining and discussing definitions of AR, applications of AR that are relevant for retailers, and the value AR provides for retailers and consumers.,The paper is based on a review of AR research within the business-oriented literature and an overview of current AR applications within retailing.,Based on previous literature, the paper presents a synthesised definition of AR, its main elements and how it differs from virtual reality. Furthermore, it reviews and provides examples of three major types of AR applications in retailing: online web based, in-store and mobile app based. Finally, the paper identifies the specific value that AR applications may provide for consumers and retailers.,The paper contributes an overview of a relatively recent but rapidly emerging theme that has not yet been sufficiently reviewed. It outlines areas for further research and thus provides value for both researchers and retail practitioners.

Generation Y consumer online repurchase intention in Bangkok: Based on Stimulus-Organism-Response (SOR) model

Abstract: The rapid growth of e-commerce has encouraged online retailers to adapt to the purchase behaviour of Generation Y consumers. For this purchase, the purpose of this paper is to investigate Generation Y online consumer repurchase intention in Thai context based on Stimuli-Organism-Response (SOR) model.,Data were used to test the hypotheses that Generation Y consumer online response is influenced by online environment cues and organism. In total, 401 questionnaires were collected in Bangkok through judgemental sampling and convenient sampling. SPSS 24 was used to analyse Generation Y consumers’ demographic information and reliability test. Amos 24 was utilized to examine measurement model and structural equation model.,The findings finally revealed that website security presents the strongest influence on Generation Y consumers trust. Also, online promotion possesses the weakest association with Generation Y consumers trust. More importantly, Generation Y consumer online repurchase intention is positively influenced by the degree of trust they have towards websites. The implications of the findings for marketers are discussed.,The empirical data are limited to generate findings from a limited number of Generation Y consumers in Bangkok only. Also, the study limits itself to explore only inter-relationship in the scope of SOR.,It is suggested that in order to draw attention from and retain Generation Y consumers, online retailers should aim at strengthening trust-building in the online buyer–seller context as well as a dynamic promotional campaign. Moreover, a constellation of relevant marketing strategies is recommended.,Since there is a lack of implementation of SOR model based on the Thai context, this paper fills the gap by illustrating how SOR works in Thailand with updating findings.

Technology adoption for the integration of online–offline purchasing: Omnichannel strategies in the retail environment

Abstract: Retail customers are now omnichannel both for attitude and behavior Since individuals interact with multiple touchpoints throughout their shopping journey, retailers must consider all channels holistically as consumers do, in order to provide them with a unified shopping experience Thus, recently retailers are showing an increasing interest in the deployment of advanced in-store systems aimed at enhancing the shopping experience by providing customers with innovative tools able to engage them for obtaining deeper insights, saving time and feeling more independent while shopping Such technologies can help retailers to better react to those emerging settings by: acquiring a positive image and reputation, being perceived as innovator; reducing management costs; maintaining and acquiring loyal consumers; making imitation strategies as difficult as possible for competitors; and reaching a unique and differentiated positioning The purpose of this paper is to explore whether and how store technology positively affects the customer experience in an omnichannel retail environment and if the early adoption of in-store technology by retailers produces a sustainable competitive advantage,To achieve the research aim and deeply explore the phenomenon of interest, a multiple-case study involving 15 retailers, operating in different industries of the Italian market, was carried through 80 semi-structured in-depth interviews with store managers and employees,Results of the content analysis show that customers are increasingly willing to use the in-store innovations in order to obtain richer shopping experiences while retailers achieve a stronger brand loyalty as well as a better and updated brand image,This paper contributes to the relevant literature by proposing two conceptual frameworks It provides a deeper understanding of possible advantages and threats resulting from early technology adoption by retailers, which is becoming essential for improving the omnichannel customer management and increasing business performance

The “next day, free delivery” myth unravelled: Possibilities for sustainable last mile transport in an omnichannel environment

Abstract: Currently, it is unclear how omnichannel retailers can create a last mile offer that is both attractive and sustainable from an economic and environmental point of view. The purpose of this paper is to explore to which extent consumers are willing to adopt last mile options that are more sustainable and how these options should be composed to remain attractive.,To this end, the authors surveyed a representative sample of Belgian consumers, using choice-based conjoint experiments, and analysed their preferences structures.,Consumers’ preference goes out to free, next day delivery to an address of choice, on regular office hours during the week. However, when free delivery and return are offered, consumers are willing to collect their orders themselves or wait longer for their orders to arrive.,The research findings are important for retailers that (plan to) operate an omnichannel model. For omnichannel retailers with a dense store network, the results indicate that consumers accept their store network as pick-up and return locations, allowing retailers to create a more efficient and sustainable supply chain in which their online and offline activities can be combined.,The research findings contribute to current literature and practice by combining “planet” and “profit” components of sustainability in last mile transport and applying it in the novel omnichannel environment.

Factors influencing acceptance of augmented reality in retail: insights from thematic analysis

Abstract: The purpose of this paper is to examine the impact of augmented reality (AR) on retailing by conducting thematic analysis on variables studied in the existing literature.,The data set includes 232 variables studied in 35 research papers, collected using well-defined search and inclusion criteria. Thematic analysis is used to identify patterns in the data set.,The eight themes emerging from the analysis are arranged in the form of a conceptual framework to model the decision-making process of users. The position of themes in the model is determined by the most dominant variable type in the theme and by employing the technology acceptance model as the reference paradigm.,The current review contributes to the advancement of literature by setting a research agenda for scholars working in the field of consumer behavior and human–computer interaction. Future research should improve the generalizability of the research by replicating the method and testing the conceptual framework on other immersive technologies.,Marketers should incorporate AR technology into their experiential marketing strategies. Since integrating and managing AR technology requires expertise, organizations are advised to make use of existing toolkits or collaborate with technology companies to develop their offerings.,To maintain the uniqueness of the current study from other papers focusing on existing research done in this area, this review considers only studies using statistical techniques to study consumer behavior pertaining to AR in retail. The study uses an unconventional method for identifying patterns in the existing literature by employing theories and frameworks as the basis of classification.

Why do online grocery shoppers switch or stay? An exploratory analysis of consumers’ response to online grocery shopping experience

Abstract: The purpose of this paper is to add to current knowledge of online customer experience (OCE) by examining various drivers and outcomes of online grocery shopping experience that can help researchers and retailers answer the pressing question: “Why do online grocery customers stay or switch?”,This study applied netnography and critical incident analysis to a pool of 1,004 reviews captured from forum and review sites dedicated to online grocery shopping.,Two broad dimensions of OCE, four attributes and 13 factors corresponding to shoppers’ psychological states and their utilitarian and hedonic orientations emerged from the data analysis. The proposed framework, containing these four attributes and corresponding 13 factors, captures the consumers’ intention to stay with the current retailer or switch.,The study contributes to existing knowledge of OCE by providing a dynamic and yet holistic framework that encompasses experiential states and utilitarian or hedonic orientations in an online grocery context. Although its contributions are valuable to both researchers and practitioners, further quantitative analysis is needed to validate the findings.,In addition to providing superior customer experience by implementing the various drivers of OCE identified here, online grocery retailers can use the study findings as a strategic guide toward building a frictionless and pleasurable shopping experience.,The study employs netnography and critical incident technique to identify experiential attributes such as reliability, responsiveness, return and refund, which are unique OCE attributes in online grocery, a relatively unexamined field of retailing.

Indian shopper motivation to use artificial intelligence: Generating Vroom’s expectancy theory of motivation using grounded theory approach

Abstract: The purpose of this paper is to understand motivation of young consumers to use artificial intelligence (AI) tools such as chatbots, voice assistants and augmented reality in shopping by generating Vroom’s expectancy theory of motivation using grounded theory approach.,Grounded theory approach has been used to develop the Vroom’s expectancy theory. Initially data were collected through participant interviews using theoretical sampling. These data were analyzed and coded using the three step process, i.e. open coding, axial coding and selective coding. The categories created during coding were integrated to generate Vroom’s expectancy theory of motivation.,The findings indicate that Vroom’s expectancy theory of motivation can be used to explain motivation of young consumers to use AI tools as an aid in taking shopping decisions. The motivation may be intrinsic motivation, extrinsic motivation or force choice motivation. Expectancy represents the ease of using the tools, instrumentality represents competence of tools in performing desired tasks while valence represents satisfaction, rewarding experience and trust in using of tools.,The findings of the study are based on grounded theory approach which is an inductive approach. Alternate research methodologies, both inductive and deductive, need to be employed to strengthen the external validity and generalize the results. The study is limited to shopping motives of young consumers in India. A comparison with other consumer motivational studies has not been done. Hence no claim is made regarding the advantage of Vroom’s theory over other motivational theories.,The study has strong implications for retailers in developing countries which are seen as an emerging market for retail and have introduced AI tools in recent years. The Vroom’s expectancy theory will help retailers to understand consumer motivation in using AI tools or shopping.,Vroom’s expectancy theory to understand consumer motivation to use AI tools in shopping was generated using the grounded theory approach.

Making sense of consumers’ tweets: Sentiment outcomes for fast fashion retailers through Big Data analytics

Abstract: Consumers online interactions, posts, rating and ranking, reviews of products/attractions/restaurants and so on lead to a massive amount of data that marketers might access to improve the decision-making process, by impacting the competitive and marketing intelligence. The purpose of this paper is to develop understanding of consumers online-generated contents in terms of positive or negative comments to increase marketing intelligence.,The research focuses on the collection of 9,652 tweets referring to three fast fashion retailers of different sizes operating in the UK market, which have been shared among consumers and between consumer and firm, and subsequently evaluated through a sentiment analysis based on machine learning.,Findings provide the comparison and contrast of consumers’ response toward the different retailers, while providing useful guidelines to systematically making sense of consumers’ tweets and enhancing marketing intelligence.,The research provides an effective and systemic approach to accessing the rich data set on consumers’ experiences based the massive number of contents that consumers generate and share online and investigating this massive amount of data to achieve insights able to impact on retailers’ marketing intelligence.,To best of the authors’ knowledge, while other authors tried to identify the effect of positive or negative online comments/posts/reviews, the present study is the first one to show how to systematically detect the positive or negative sentiments of shared tweets for improving the marketing intelligence of fast fashion retailers.

Understanding the webrooming phenomenon: Shopping motivation, channel-related benefits and costs

Abstract: The purpose of this paper is to propose and empirically test a model encompassing antecedents of webrooming, an emerging shopping behaviour in omnichannel retailing. This study delineates the impacts of shopping motivation, perceived channel-related benefits and costs on webrooming intention.,A questionnaire-based survey was conducted using a purposive sampling technique. A total of 300 responses were collected, and data were analysed using Partial Least Square Structural Equation Modelling.,Shopping motivation, such as efficiency shopping and bargain hunting, negatively influenced webrooming intention. Immediate possession positively influenced webrooming intention. With regard to perceived costs of webrooming, purchase effort and expected price loss negatively influenced webrooming intention. An additional exploratory analysis uncovered the moderating role of efficiency shopping.,This study provides empirical evidence for the antecedents of webrooming intention and expands the understanding of this emerging yet largely unexplored cross-channel behaviour.

Sustainable clothing: perspectives from US and Chinese young Millennials

Abstract: Purpose: The purpose of this paper is to understand US and Chinese young Millennials’ perceptions of and consumption behaviour towards sustainable apparel products. Design/methodology/approach: Quantitative research was conducted, and empirical data were collected from 590 US college students and 379 Chinese college students. Findings: For both US and Chinese young Millennials, this study provides consistent empirical results of the positive and significant effects of young Millennials’ apparel sustainability knowledge and personal values on consumer attitude towards sustainable clothing, which in turn positively and strongly impacts purchase intention. In addition, a cross-cultural comparative analysis reveals similarities and differences regarding apparel sustainability knowledge and values between young Millennial consumers in the US and China. Originality/value: The scale of environmental and social impacts from global apparel production and consumption makes sustainability increasingly important in the contemporary business environment. Young Millennials in the US and China represent large and influential consumer segments for sustainable consumption. This study contributes to the literature by surveying young Millennials in the US (developed market) and China (emerging market) in a cross-cultural context. The study offers insights into the global apparel industry in developing strategies for expanding sustainable apparel markets in the US and China.

Imperative challenge for luxury brands: Generation Y consumers’ perceptions of luxury fashion brands’ e-commerce sites

Abstract: The purpose of this paper is to examine whether any differences exist between high- and low/middle-income Generation Y luxury consumers in terms of their service quality perceptions on luxury fashion brands’ own official e-commerce sites.,This study focused on actual luxury consumers who purchased luxury fashion items from luxury fashion brands’ e-commerce sites. An online survey asked participants to evaluate their perceptions of e-service attributes available on luxury fashion brands’ own official e-commerce sites based on their experience with the site. A total of 123 usable respondents obtained.,Of the nine e-service quality dimensions identified, efficiency and web appearance were significant dimensions affecting high-income Generation Y luxury fashion consumers’ overall e-satisfaction. For low/middle-income Generation Y luxury fashion consumers, order/delivery management, personalization and trust were crucial factors that affected overall e-satisfaction.,Despite the growth of luxury e-commerce sales and the increasing interest in luxury consumption by consumers from a variety of demographic groups, little research has focused on how luxury consumers perceive luxury brands’ own official e-commerce site and how luxury fashion brands develop their own e-commerce sites to meet demographically dissimilar customers’ necessities. The findings of the study provide valuable practical implications to luxury fashion brands by proving that luxury consumers are unalike and that their perceptions on e-service quality are dissimilar based on different income levels.

Adoption of mobile self-service retail banking technologies: The role of technology, social, channel and personal factors

Abstract: The purpose of this paper is to identify the factors influencing the adoption of mobile self-service retail banking technologies, and the degree of influence of each factors leading their usage. Having mobile banking (MB) as the reference service and drawing on previous studies in the field, an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model is proposed and empirically validated to investigate the impact of technology, social, channel and personal factors on potential customers’ usage intentions.,On evidence drawn, through a dedicated research instrument, from 513 non-users in Greece, the effects of the extended UTAUT’s drivers on MB adoption intentions are assessed using partial least squares path methodology.,The results indicated that technology-related factors, expressing innovation expected performance, and social influence are the leading determinants of MB adoption intentions, followed by the two channel-related factors, expressing perceived risk and trust toward MB usage, and potential users’ inherent innovativeness. Furthermore, the consideration of service experience as a moderating variable has shown that there is a significant difference in the effects of social influence and perceived trust on adoption intention between potential users with high and limited service experience.,The sample is country specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect the temporal changes.,From a practical point of view, the findings suggest that banks should consider, except of the technology-related factors of MB, the way that potential users perceive the channel-related factors as well as the individual differences in order to improve the MB acceptance level.,Although there are a few studies that use UTAUT to predict MB adoption, the proposed model is the first that combines four groups of MB adoption driving factors into a causal model in order to explain MB adoption intentions in a country which is facing severe financial crisis for the last eight years, Greece.

Store atmosphere and impulse: a cross-cultural study

Abstract: The purpose of this paper is to investigate the influence of store atmosphere on consumers’ positive emotional responses and impulsive purchase behaviour. In addition, it analyses the moderating role of culture characteristics and situational variables on this influence.,The study carried out a quantitative face-to-face on-site survey of a retail fashion brand in two countries, Brazil and Germany. This paper extended the original model of Jung Chang et al. (2014) based on environment, design and social features (staff) by adding store atmosphere factors such as layout, music and lighting (Mohan et al., 2013), thereby defining store atmosphere as the way customers perceive and experience the combination of all those factors.,Data analysis from 313 consumers by structural equation modelling (PLS–SEM) showed that most factors influence consumers’ positive emotional responses, but no significant difference between countries. However, the effect of emotions on impulse purchase behaviour is stronger among collectivist consumers (Brazil) than among individualists (Germany).,This study sheds light on the links between store atmosphere and retail market in Brazil and Germany, framing its conclusions in the context of a comparison between cultures. The paper extends the growing research in the area by exploring the moderating role of the individualism–collectivism dimension of national culture in consumer buying behaviour by comparing the strength of various relationships across shoppers from individualistic vs collectivistic cultures.

Buy online collect in-store: exploring grocery click&collect using a national case study

Abstract: Purpose Twenty-first century online retailing has reshaped the retail landscape. Grocery shopping is emerging as the next fastest growing category in online retailing in the UK, having implications for the channels we use to purchase goods. Using Sainsbury’s data, the authors create a bespoke set of grocery click&collect catchments. The resultant catchments allow an investigation of performance within the emerging channel of grocery click&collect. The paper aims to discuss these issues. Design/methodology/approach The spatial interaction method of “Huff gravity modeling” is applied in a semi-automated approach, used to calculate grocery click&collect catchments for 95 Sainsbury’s stores in England. The catchments allow investigation of the spatial variation and particularly rural-urban differences. Store and catchment characteristics are extracted and explored using ordinary least squares regression applied to investigate “demand per day” (a confidentiality transformed revenue value) as a function of competition, performance and geodemographic factors. Findings The findings show that rural stores exhibit a larger catchment extent for grocery click&collect when compared with urban stores. Linear regression finds store characteristics as having the greatest impact on demand per day, adhering to wider retail competition literature. Conclusions display a need for further investigation (e.g. quantifying loyalty). Originality/value New insights are contributed at a national level for grocery click&collect, as well as e-commerce, multichannel shopping and retail geography. Areas for further investigation are identified, particularly quantitatively capturing brand loyalty. The research has commercial impact as the catchments are being applied by Sainsbury’s to decide the next 100 stores and plan for the next five years of their grocery click&collect offering.

Understanding consumer motivations in online social brand engagement participation: Implications for retailers

Abstract: Through the lens of self-determination theory (SDT), the purpose of this paper is to examine the influence of autonomous and controlled motivational regulations in driving consumer participation in social brand engagement (SBE) practices. In addition, the moderating effects of cognitive effort and consumer demographic variables (age and gender) are examined.,The proposed model is tested by employing a quantitative survey design consisting of 832 consumers with prior experience in engaging with brands on social media. The respondents were conveniently interviewed using online questionnaire. The model estimation was done through structural equation modelling with AMOS 23.0.,The findings indicate that intrinsic, integrated, introjected and external motivational regulations significantly influence consumer participation in SBE activities, whereas identified regulation does not. Furthermore, while age and gender presented mixed interaction effects on the paths examined, cognitive effort does not moderate the influence of autonomous and controlled motivational regulations on SBE participation.,This study employed a cross-sectional survey to explore consumer motivation and cognitive effort in SBE practices. As an exploratory study, the findings may be limited and not conclusive, which could limit the generalisation of the results reported.,This study demonstrates a need for retailing managers to understand customers’ varying intentions or needs in participating in online SBE activities As a result, retail managers need to adopt social media strategies that could elicit interest and curiosity on the part of the customer to excite them to participate in the brand social interactions.,This research contributes to the conceptual understanding of SBE through the application of SDT, and contends that cognitive effort does not moderate consumer participation in SBE practices. Also, the mixed findings resulting from the moderation test of age and gender sheds light on specific types of regulated motivations that are either moderated or not in relation to these demographic variables.

Exploring trends, implications and challenges for logistics information systems in omni-channels: Swedish retailers’ perception

Abstract: Purpose: The purpose of this paper is to explore the current trends, implications and challenges of information systems (IS) related to omni-channel logistics. Design/methodology/approach: An exploratory survey study is conducted with 23 Swedish retail companies transforming to omni-channel logistics. The study investigates the retailers’ current situations regarding logistics IS as well as their perceptions of the future development. Findings: From the perspective of leading Swedish retailers, omni-channel requirements drive the implementation of new IS to support effective and efficient material handling across the network and in the respective nodes. The shifting roles and increase in the number of handlings nodes will require flexible IS platforms that can support multiple flows and integrated inventory. The major increase in the implementation of new, critical functionalities is related to real-time, multi-criteria decision making on order allocation to different handling nodes. More advanced IS functionality is also required in material-handling nodes to support the increased degree of automation and continuous improvements with the aim to shorten order-to-delivery lead times. A number of challenges are identified that must be addressed during the transformation to omni-channel logistics, especially related to the growing complexity and decentralization of networks, tougher lead-time requirements and larger product assortments. Research limitations/implications: To support further theory development, 11 propositions related to trends and a schematic framework conceptualizing implications and challenges are submitted for testing in future research. Practical implications: The study highlights several aspects related to logistics IS that are important for practitioners to consider as they undergo the transition to omni-channels. It provides insights into IS functionalities that are likely to grow in use and criticality for supporting material handling and inventory management in increasingly complex and decentralized networks. In particular, the authors stress the need to implement functionality that works across previously separated handling nodes and decision areas. Managers can also use the propositions to reflect on what the near future holds and as input for their own scenario analyses. Originality/value: Previous research has primarily focused on technology that supports the front-end customer experience. This study is original in that it explores the trends, implications and challenges for logistics IS in omni-channels – an area that has not been explored in detail previously. It also studies both perceived and expected changes over time related to the transformation toward omni-channel logistics. (Less)

Contextual adaptation of omni-channel grocery retailers’ online fulfilment centres

Abstract: Purpose The purpose of this paper is to investigate how grocery retailers configure their online fulfilment centres (OFC) as they move towards an omni-channel structure and what contextual factors influence their decisions. Design/methodology/approach An exploratory case study with three grocery retailers in the Nordic countries was conducted. The study investigates the current OFC configurations and identifies nine important contextual factors. Findings This study shows the importance of understanding the changes that omni-channel retailing entails for an OFC configuration. Nine contextual factors were identified. Several of the factors are found in previous theory, but this paper extends the knowledge of how they affect the configuration of an OFC in grocery retail. The changes in, for example, order characteristics create different requirements for picking, packing, sorting and shipping when compared with traditional distribution centres (DC). Although representing a separate flow for online fulfilment, OFC configuration depends on how the other logistics flows from the DC to stores are designed. Research limitations/implications To support further theory development, nine contextual factors and their relationship to OFC configurations are proposed. Practical implications This study provides managerial value in two ways. First, grocery retailers with one or more OFCs can benchmark existing solutions using the empirical case descriptions. Second, the findings provide grocery retailers with knowledge of how to configure an OFC. Originality/value The literature lacks a holistic approach towards how grocery retailers configure their OFCs and what factors affect these decisions. This study provides the first in-depth analysis of how the omni-channel context affects the configuration of all the aspects of an OFC.

Sustainable development concept and creation of innovative business models by retail chains

Abstract: The purpose of this paper is to recognise the areas of implementation of the principles of sustainable development (SD) in the model of retail chains activity. In the paper, the assumption was made that nowadays it is necessary to adopt the rules following SD while making strategic decisions by retail chains.,The study uses secondary data sources, reports, academic literature and the case study research method. A case study research is a multi-method paradigm based on full range of a scientist’s tool-kit: reviewing literature studies, examining secondary documents and comparing the websites of investigated retail chains.,According to that business model, the authors were recognising selected components of this model, that is to say: recourses and competences of retail chains and value proposition for their customers. The greatest chances of development will be enjoyed by those retail chains that will be able to provide real value to customers. Maintaining a competitive advantage will require constant improvements in the quality of service and innovative business models connected with sustainable elements.,It seems necessary to develop research tools that allow for identification of the level of use of the SD concept in retail chain’s business models in the future.,The paper is of interest to practitioners and students of retail management.,The concept of the SD model included in the retailer business models serves to build value for the customer through the care of his quality of life. The vast majority of retailers believe that it is the responsibility of the business sector to respond to social and environmental challenges.,The paper intends to fill the gap in the literature concerning the influence of SD concept on changes in the business models of retail chains. The SD activities can lead to the development of specific capabilities based on intangible recourses that are sources of competitive advantage (SD). That is the main reason of undertaking this subject.

Fulfilment time performance of online retailers – an empirical analysis

Abstract: Fast fulfilment is a key performance measure in online retail, and some retailers have achieved faster times by adopting new designs in their order fulfilment infrastructure. This research empirically confirms and quantifies the fulfilment time advantage that Amazon has achieved, relative to other online retailers. The purpose of this paper is to investigate three research questions: what is the overall mean fulfilment time difference between the new logistics designs of Amazon and the alternative designs of other retailers? For each order what is the distribution of the fulfilment time difference? What is the difference in fulfilment time by product category, price and size?,This research uses an empirical method to evaluate the fulfilment time performance of consumer orders made through the Amazon website and one or more competing online retailers. For 1,000 different products two fulfilment times, one at Amazon and another at a competing omnichannel retailer, are recorded. The analysis is then focused on the comparison between this paired data.,The research confirms that the new logistics methods, including physical facilities, distribution networks and intelligent order processing methods, have resulted in faster order fulfilment times. The performance, though, is not universally dominant and for 33 per cent of orders, the difference is 1 day or less. The fulfilment time difference varied by product, category, price or size.,The ongoing transformation of fulfilment and logistics operations at online retailers has generated several new research questions. This includes the need to confirm the fulfilment efficiency of the new designs and specify time targets. This paper identifies the fulfilment time gap between new and traditional operations. The results suggest that store-based or distribution centre-based fulfilment strategies may not match the new designs.,The study provides a quantitative analysis of the fulfilment time differentials in online retailing. The critical role of fulfilment logistics in the rapidly growing online retail industry can now be better modelled and studied. The survey method representing a single buyer allows for order pair equivalency and eliminates order bias. The results suggest that new warehousing and logistics designs can lead to significantly faster fulfilment times.

Controversial fashion, ethical concerns and environmentally significant behaviour: The case of the leather industry

Abstract: The purpose of this paper to report on the role of luxury value perceptions and ethical concerns in consumers’ environmentally significant behaviour and purchase intent for genuine leather products.,Non-probability sampling was done and 429 South African males and females, aged 26 years and older and who fell in a household income bracket that allowed them to purchase genuine leather products, completed a structured questionnaire during September 2016.,The study determined that South African consumers’ strong functional and individual luxury value perceptions drive their above-average purchase intent for genuine leather products. Strong individual value perceptions correlated negatively with their purchase intent. Respondents’ expressed strong ethical concerns but almost never participate in environmentally significant behaviour.,Findings have implications for the leather industry and retailers and brands who would like to enter the South African luxury leather market. Due to the sampling method, findings can, however, not been generalised to the total population.,The leather industry and leather brands should market themselves with the message that the highest pro-environmental and ethical standards have been maintained and that their products should therefore fulfil important individual and functional value perceptions.,This study was the first of its kind about the multi-cultural South African leather market’s luxury value perceptions, ethical concerns and environmentally significant behaviour.

Post popularity and reactions in retail brand pages on Facebook

Abstract: Social networking sites and Facebook have grown to become an important channel of interactive marketing communication with consumers for retail. The purpose of this paper is to examine the ways posts characteristics and reactions affect post popularity and engagement in retail brands Facebook pages.,In total, 18 retail brand pages out of the 120 most popular brand pages on Facebook in Greece are examined for a three months’ period (April–June 2016). In all, 2,627 posts are analyzed with the use of OLS regressions in order to identify the characteristics of posts that increase consumers’ engagement, including the newly introduced reaction feature.,The results suggest that richness of content (images and videos) and message length increase the engagement levels and the popularity of posts. Reactions have a positive effect on engagement, and negative reactions stronger than positive reactions, except in sharing. On the other hand, posting time does not seem to have a statistically significant impact on the engagement and popularity of a post.,The study was conducted during a period that reactions were only recently introduced by Facebook, therefore users and brands may not have been familiarized with their use.,The study contributes to the understanding of consumer engagement with retail brands’ pages on Facebook and social media, and the ways they use reactions and other ways of interactions with brand posts. The results can provide some insight to retailers on how to achieve higher levels of engagement for their brands through their Facebook pages, improving the effectiveness of social media marketing campaigns.,The findings contribute in understanding the ways users interact with brand posts in Facebook using reactions, using a number of popularity measures, providing useful insights about reactions, engagement and e-WoM, extending prior research.

Gender differences and wellbeing values in adolescent online shopping

Abstract: The purpose of this paper is to determine the gender differentiation of adolescents in their online shopping motivation based on utilitarian and hedonic values as an expression of well-being. It is necessary to find out whether and to what extent utilitarian and hedonic values act as motivations in online shopping. The aim was to find whether boys and girls differ in their average individual values representing motivators in a specific, individual online shopping behavior, while assuming that a higher frequency of occurrence of the value areas represents a higher level of well-being.,The research focused on finding if individual motivational areas of online shopping, in which utilitarian and hedonic values are applied, are differently represented by Slovak boys and girls. The research sample comprised of the Slovak adolescents (n=420, AM age=16.75). A modified questionnaire investigated the motivation for online shopping.,Research findings pointed to a higher degree of well-being in adolescents’ online shopping motivational structures based on utilitarian and hedonic motivations. The research study indicated different motivational structure based on utilitarian and hedonic values which are associated with online shopping behavior of the adolescents in relation to their gender. The outcomes showed that there was a larger representation of the utilitarian values related to online shopping by adolescent boys. The adolescent boys more often appreciated choice, availability of information, lack of sociality and cost savings. Adolescent boys and girls had equal hedonistic value motivations.,At the time of the digital marketing boom, the knowledge of adolescents’ behavior in the online shopping environment is important for marketing communication. Adolescents will represent a strong segment of buyers in the digital market in the near future. Thus, aiming for the improvement in well-being by respecting the gender differentiation, retailers could create a more effective marketing communication design that would be targeted at the current Generation Z. The findings are important for the preparation and creation of the design of the online-activities marketing in individual cultural regions.,There is a notable absence in the monitoring of the well-being values in adolescent online shopping in Europe, especially in the post-communist EU countries. The Slovak Republic is one of the dynamically developing post-communist countries of the EU. Its position in the OECD which measures subjective well-being is very low. The research can become a starting point for forming the theory of online shopping behavior, assuming gender unification in the areas of hedonic values and motivations not only for the Generation Z but for all online shopping consumers in the second decade of the twenty-first century. The presented research is thus practical in order to adequately set up the online communication and the research use of a diagnostic tool in the European space. The authors see the research as a pilot study, which gives the opportunity for subsequent intercultural comparison. Knowledge of gender differences and indicators of well-being tendencies in the motivational structure of adolescents may be applicable for supporting and regulating the online shopping behavior of adolescents, as well as for the explanation and theoretical modeling of this behavior.

Shifting consumers into gear: car sharing services in urban areas

Abstract: Recently, the sharing economy has attracted considerable attention. This emerging paradigm is driven by powerful technological forces and has the potential to change the way consumers access very important markets such as the car market. Indeed, access-based consumption may attract more participants as it enables consumers’ freedom of lifestyle and more flexible identity projects. The empirical literature has so far paid very little attention to car sharing services; when it has, it has focussed mainly on people who are already using them. The purpose of this paper is to consider the drivers behind the adoption intention of car sharing services.,A large multinational survey is carried out in three European capitals: London, Madrid and Paris. Using quota sampling, 2,159 licensed car drivers are recruited through the online panel of TNS Sofres. The sample is representative of the population of licensed car drivers in each city. The questionnaire is developed using established scales from previous research. An OLS regression analysis is performed to test our hypotheses, with a likelihood of choosing a car sharing option as the dependent variable.,The study demonstrates that knowledge, environmentalism, possession-self link and involvement with cars are important determinants of consumer behaviour in the car sharing services market. In addition, the user demographics suggest a target market of younger, predominantly male and urban customers. The empirical findings are consistent across the three capital cities, implying that providers can market their car sharing services in a similar manner.,As important determinants of consumer behaviour in the car sharing services market are underlined, several managerial implications arise from the study. Car sharing providers should promote awareness to help people not only to expand their experience with the service but also to be informed about the potential environmental benefits. Further, a stronger possession-self link in the automotive context is suggestive of a greater willingness to use car sharing systems. Managers should also take into account that it is much more difficult to engage individuals in car sharing services who are highly involved with car, than those who express very little attachment to the product. As people under 45 years old are far more likely to use these services, this generation effect is progressively moving the frontiers of the car retailing sector to a broader mobility service sector.,The foremost contribution of this paper is to demonstrate empirically how consumer intention to use car sharing is driven. To do so, the study addresses the general population of car drivers, interviewing users of the service as well as non-users.

Impact of a retailer’s CSR activities on consumers’ loyalty

Abstract: The purpose of this paper is to study the impact of the main dimensions of a retailer’s corporate social responsibility (CSR) activities (philanthropic activities, respect for the environment, respect for the consumers and respect for the workers) (e.g. Maignan, 2001; Brunk, 2010a; Oberseder et al., 2014) on consumers’ loyalty towards this retailer. Mediation (through consumers’ trust in this retailer and/or retailer’s perceived brand equity) and moderation effects (depending on the groups of consumers considered) are also studied.,This research was conducted on 547 consumers, representative of the Quebec population. These consumers were asked to select a retailer of their choice that they were familiar with (notably with its CSR activities) and to complete a questionnaire with regard to that retailer.,This research highlights that: the impact of a retailer’s CSR activities on consumers’ loyalty differs according to the dimensions considered (philanthropic activities, respect for the environment, the consumers and the workers), is fully or partially mediates by consumers’ trust in this retailer and/or retailer’s perceived brand equity and depends on the groups of consumers considered (the very responsible consumers, the local sceptical recyclers and the least responsible consumers).,This research indicates that when CSR is considered not as an aggregate construct, but in terms of its dimensions, their impacts on consumers’ loyalty towards the retailer may differ or appear under certain conditions. Moreover, this research points out that consumers’ trust in the retailer is a partial mediator (for the philanthropic activities dimension of a retailer’s CSR activities for the very responsible consumers and the local sceptical recyclers) of the relationship between the dimension of a retailer’s CSR activities considered and consumers’ loyalty towards this retailer. Consumers’ trust in the retailer is also a full mediator (for the respect for environment dimension of a retailer’s CSR activities for the very responsible consumers) of the relationship between the dimension of a retailer’s CSR activities considered and consumers’ loyalty towards this retailer. Lastly, retailer’s perceived brand equity is a full mediator (for the respect for environment dimension of a retailer’s CSR activities for the three groups of consumers considered) of the relationship between the dimension of a retailer’s CSR activities considered and consumers’ loyalty towards this retailer.,This paper indicates to retailers that the dimensions respect for the consumers and the workers of their CSR activities do not have an impact on consumers’ loyalty. By contrast, for a retailer to be perceived by consumers as engaged in philanthropic activities or being environmentally friendly has a positive impact on consumers’ loyalty.,In this research, CSR is conceptualised as a multidimensional construct and the impacts of its main dimensions (philanthropic activities, respect for the environment, respect for consumers and respect for workers) on an important and strategic variables for retailers, loyalty, are highlighted. Moreover, this research also indicates that the impacts of a retailer’s CRS dimensions on consumers’ loyalty depend on individuals and may follow different paths (through consumers’ trust in the retailer and/or retailer’s perceived brand equity).

Food retailing marketing management: social media communication for healthy food

Abstract: Healthy food sales have increased in recent decades. Retailers are widening their marketing management approach, including the use of social media to communicate with consumers and to promote healthy food. The purpose of this paper is to investigate European retailers’ social media communication content used to promote healthy food products, by analysing retailers’ Twitter messages and accounts characteristics, retailers’ Twitter messages content on healthy food and retailers’ Twitter accounts orientation on healthy food.,Data include approximately 74,000 tweets sent in 2016 from 90 corporate and brand accounts. The tweets were sent by the top 36 European retailers. Data elaboration includes quantitative content analysis of Twitter messages, which is used to identify healthy food categories’ occurrences and co-occurrences. Then, multiple multivariate-linear regression analyses explore the relation between retailers’ characteristics and healthy food messaging and between the overall content of retailer accounts and a healthy food focus.,The vast majority of retailers’ tweets on healthy food issues mainly address general health and sustainability issues. Tweets about food health and nutrition refer to food types, meals or consumer segments. Tweets about food sustainability refer to general issues. Analysis of retailer accounts shows that the larger the retailer is, the lower the relevance of healthy food. Retailers with high numbers of tweets and followers tend to decrease their attention to healthy food promotion. Compared to retailers with lower revenues, retailers with higher revenues tend to send a higher number of tweets that focus on healthy food but the incidence is lower compared to the overall accounts’ messaging.,As the study focuses on a single category of food products, further research into other categories of retail products may contribute to a wider perspective. Future research may include graphical content/emoticons and extend the analysis to other social media platforms. Finally, social media data allow studies to cover a wide geographical area. However, in order to also value non-English written messaging, this research introduces some approximations in language interpretation.,The research provides insights into how retailers use social media and provides an overview of how retailers manage their social media communication in one of the most promising food product categories. Retailers manage social media communication content cautiously to minimise controversial issues. This study provides insights into the need to more effectively target the increasing number of social media users.,The research approach and findings of this study extend prior research on retailers’ communication management by improving the understanding of retailers’ use of social media and marketing communication content for their key products, focusing on healthy food.

Assessing the role of product category involvement and relationship proneness in the satisfaction–loyalty link in retailing

Abstract: Product category involvement and relationship proneness are crucial in explaining relationship outcomes. Nevertheless, the authors know little about their roles in the formation of loyalty, especially in the retail industry. Individual consumer traits and preferences are likely to play a critical role in the success of relationship marketing. Yet, relationship marketing studies have fallen short of considering such individual differences. The purpose of this paper is to examine the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction and loyalty in retail clothing stores.,Data were obtained using a survey of 220 consumers. Partial least squares structural equation modeling was employed to test the proposed theoretical model.,The results show that satisfaction significantly affects product category involvement and relationship proneness, which, in turn, significantly affect purchase intention and word-of-mouth (WOM). The results also show that product category involvement and relationship proneness partially mediate the impact of satisfaction on purchase intention and WOM.,Product category involvement and relationship proneness play a critical role in explaining the satisfaction–loyalty link. Future research could consider the role of potential moderating variables.,Retail managers should not only focus on improving customer satisfaction to achieve customer loyalty, but should also consider the importance of product category involvement and relationship proneness, and their role in the formation of customer loyalty both in traditional and online environments.,To the best of the authors’ knowledge, this study is the first to explore the mediating effects of product category involvement and relationship proneness on the relationship between satisfaction, purchase intention and WOM in the retail industry.

The impact of entertainment and social interaction with salespeople on mall shopper satisfaction: The mediating role of emotional states

Abstract: The purpose of this paper is to understand the role played by emotional states in the relationship between entertainment and social interaction with salespeople and shopper satisfaction.,The proposed model was tested using a survey-based study, with a sample size of 318 mall shoppers.,The results indicate that pleasure and dominance are mediators in the relationship between entertainment and social interaction with salespeople and mall shopper satisfaction. Moreover, regarding the direct relations, entertainment directly influences satisfaction, while social interaction does not.,The results have practical implications for mall managers and mall developers. Specifically, entertainment can be used to attract shoppers and to enhance their satisfaction with the overall shopping experience. Practical suggestions to this end are offered.,This study’s contribution is twofold: first, this study adds to research by addressing the gap in research regarding shopper emotional states. Specifically, it addresses the mediating role played by emotional states of shoppers on the impact of entertainment and social interaction in satisfaction. Second, the study concentrates on the role of salespeople by focusing on the social aspects of the interaction.

Impulse Buying Behavior: the mobile revolution

Abstract: The purpose of this paper is to investigate the role of in-store mobile usage on purchase decision making in order to understand whether and to what extent the use of the device changes the shopper behavior in terms of planned and unplanned purchases even across different retail store formats.,Data were obtained using a structured questionnaire from 406 respondents interviewed in hypermarket and discount stores, after the checkout. Data were measured through t-tests and the analysis of variance.,The mobile intensifies a process of preparation making it popular and the same across the different store formats, confirming how the growing convergence, making store formats less distinctive in the eyes of the consumer, has somewhat flattened and standardized the pre-shopping out-of-store preparation.,The pervasiveness and the versatility of the mobile, and its ability to influence the decision-making processes, leads to important managerial questions and implications regarding the effectiveness of in-store marketing initiatives and the need to review the mix of out-of-store and in-store investments, with the knowledge that the consumer will continue to become even more prepared and well informed in the future.,Mobile devices could be used out-of-store, as a tool for shopping preparation, and in-store as a tool for self-regulation. Therefore, it becomes crucial to understand how the mobile influences the decision-making process as well as the buying behavior of shoppers.

Optimal in-store inventory policy for omnichannel retailers in franchising networks

Abstract: Purpose The purpose of this paper is to characterize the optimal ordering and allocation policy for a store replenishment decision in the context of an omnichannel retailer in a franchise network. The authors further show that a myopic policy is optimal, which circumvents the curse of dimensionality for the multi-period inventory model and help store managers optimize their decisions about the amount of inventory to stock for both online and offline demands and the percentage of inventory to reserve for online orders. Design/methodology/approach This research is trigged by several managerial studies which suggest reserving a certain percentage of the in-store inventory for online orders as a good store inventory allocation practice for omnichannel retailers in a franchise network. The authors used an analytical model to develop this practice by clarifying how store managers can decide on the amount of inventory to replenish and the percentage to reserve for online orders. Findings This study develops a finite horizon, periodic review inventory model to identify an optimal and dynamic replenishment and allocation policy. The analysis uncovers the system’s fundamental structural property concavity. The research shows that, due to this property, the optimal replenishment policy is a base-stock policy. The latter is due to the base stock level being independent of the initial inventory at hand, and the optimal allocation level being non-decreasing on the base-stock level. Research limitations/implications This study contributes to the literature on store inventory management for omnichannel retailers in a franchise network by investigating their optimal store inventory ordering and allocation policy. Nevertheless, the zero-lead time and zero-setup cost assumptions limit the findings. Practical implications Insights into an optimal store inventory policy may guide franchisee store managers to decide on the amount of inventory to replenish and the percentage to reserve for online orders. Originality/value The originality of this paper lies in its focus on in-store inventory management for omnichannel retailers in a franchise network. The findings are helpful for franchisor retailers to implement the omnichannel strategy at the level of in-store inventory management. Beyond using incentive systems, the franchisor should leverage legitimate powers by mentioning a relevant measure in their contracts with their franchisee to minimize their channel conflicts and ensure their customers have seamless shopping experiences.