Analysing flow experience on repurchase intention in e-retailing during COVID-19

Kazançoğlu, İpek; Demir, Burak

doi:10.1108/ijrdm-10-2020-0429

Cited by 45 publications

(50 citation statements)

References 64 publications

(112 reference statements)

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Considering the magnitude of the financial investment involved in developing omnichannel infrastructure, retailers plan these investments years in advance (Hajdas, Radomska & Silva 2020:3). Kazancoglu and Demir (2021) found that investment in digital channels effectively mitigates the negative impact of the COVID-19 pandemic on retail supply chains. Their finding is supported by the participants from this study, who indicated that the ability to unlock investment to expand omnichannel services' capacity was a vital ingredient in their response to the pandemic.…”

Section: Ability To Invest In New Channels and Processesmentioning

confidence: 99%

“…However, not only customers were constrained during the pandemic, Ürgüplü and Hüseyinoğlu (2021) found that with the advent of the pandemic and its accompanying lockdown restrictions, many offline retailers were also forced to transform towards digital retailing as a means to continue trading. Whilst offline retailers were still sceptical about the future scale of online retail, retailers with omnichannel capabilities have come to truly appreciate the competitive advantage of such services in turbulent times (Kazancoglu & Demir 2021).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Responding to supply chain disruptions caused by the COVID-19 pandemic: A Black Swan event for omnichannel retailers

Weber

2021

J. transp. supply chain manag.

View full text Add to dashboard Cite

Background: The COVID-19 pandemic has triggered unprecedented growth in digital commerce and has accelerated the digital transformation of many retailers. An unforeseen event, such as the COVID-19 pandemic, is often referred to as a ‘Black Swan’ event – being of low probability to occur but causing substantial disruptions to a supply chain. Lockdown restrictions imposed to curb the spread of coronavirus resulted in significant external and internal disruptions to retailers’ supply chains. Omnichannel retailer’s ability to respond to the pandemic’s disruption hinges on resilient supply chain strategies.Objectives: This article explored the major supply chain disruptions experienced by South African omnichannel retailers because of the COVID-19 pandemic. Furthermore, it investigated the response strategies employed by the retailers as part of their efforts to mitigate the disruptions caused.Method: This study followed a qualitative, exploratory research design. Data were collected through 17 semi-structured interviews with the senior managers from nine different large omnichannel retailers in South Africa.Results: The study found that omnichannel retailers experienced external and internal supply chain disruptions during the pandemic. The most noticeable external disruption was the drastic migration of consumers to online channels and the retailers’ inability to meet demand surges. Internally, systems constraints of both front- and back-end operations were identified as prominent disruptions. In response, the omnichannel retailers highlighted the importance of being agile to unlocking investments and scale capacity, to plan for the long-term, and to make strategic decisions, fluently.Conclusion: This article adds to the body of knowledge by being one of the first empirical studies to explore the impact of the COVID-19 pandemic on omnichannel supply chains in South Africa. In addition, this article adds to the scarce publications on the impact a ‘Black Swan’ event such as the COVID-19 pandemic can have on supply chains and possible ways retailers can react to similar disruptions in future.

show abstract

Section: Ability To Invest In New Channels and Processesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Responding to supply chain disruptions caused by the COVID-19 pandemic: A Black Swan event for omnichannel retailers

Weber

2021

J. transp. supply chain manag.

View full text Add to dashboard Cite

show abstract

“…These new behaviours also increased with the fear of social contact (Chang, 2021), health risk (Fihartini et al, 2021), and the associated desire to experience shopping while avoiding interaction with others. Moreover, high satisfaction with online shopping showed that consumers are likely to continue to buy online during the COVID-19 pandemic (Kazancoglu & Demir, 2021). One of the main consumer goals during the pandemic has been to preserve health and reduce the possibility of getting the virus by limiting contact with others (Park et al, 2021).…”

Section: Consumer Beehaviourmentioning

confidence: 99%

Two Years of Covid-19 in Retailing: Issues and Changes

Caboni¹,

Pizzichini²

2021

IJBM

View full text Add to dashboard Cite

During the COVID-19 pandemic, scholars have studied effects caused by the spread of the novel coronavirus in different fields such as management, finance, business, and social science in general. The retailing sector was profoundly affected by several modifications during and after the first and second waves of COVID-19 worldwide. The spread of Covid-19, with the associated restrictions, the fear of social contact and the need to maintain physical distance, influenced both consumers and retailers. However, it was found that there is a lack of studies on key issues in the retail sector. For that reason, this paper aims to study how scholars in the business management research field have analysed this new retailing crisis and the retail field’s subsequent transformation. By adopting a qualitative research method based on a literature review, this paper identifies the main research topics – shopping, consumer behaviour, technology, and digitalization – related to COVID-19 and retailing in the business management research area. In particular, it was found that the above-mentioned topics need to be investigated in light of their connection and interrelation. The study shows the connection between the online shopping behaviours stimulated by the pandemic, the different retailer strategies to overcome the restrictions, and how digital technologies can serve as a bridge between the two.

show abstract

“…Kim et al, 2019), which will not result in the repurchase. Javed and Wu (2020),Kazancoglu and Demir (2021), andLiu et al (2016) have identified the linkage between customer experience and repurchase intention; however, from an e-commerce perspective and not so much in the physical clothing stores. Other studies from the physical…”

mentioning

confidence: 99%

“…Touchpoints, especially those controlled by the organization, include but are not limited to the store environment and service personnel (employees) (De Keyser et al, 2020). These touchpoints are essential as they help create memorable customer experiences that become a competitive advantage and form of differentiation(Rather, 2020) in response to the threat of e-commerce(Bonfanti & Yfantidou, 2021).Numerous marketing literature has explored customer experience in the retail environment, starting with Holbrook and Hirschman (1982iors(Kazancoglu & Demir, 2021). As justified byZhu et al (2020), repeat purchase is based on the consumer's level of satisfaction with prior experiences.…”

mentioning

confidence: 99%

Tackling the ‘death’ of brick-and-mortar clothing retailers through store atmospherics and customer experience

Angula

Zulu

2021

Innovative Marketing

View full text Add to dashboard Cite

The threat of online shopping propels brick-and-mortar retailers to innovate and design their retail atmosphere to create unforgettable shopping experiences to compete effectively and retain customers. The study firstly identifies store atmospherics factors that enhance the shopping experience and secondly explores the hypothesized relationships between store atmospherics dimensions (lighting, music, layout, and employee interaction) and customer experience. Furthermore, the effect of customer experience and repurchase intention is also explored. A self-administered survey was used, and data were collected from 390 respondents who visit physical clothing stores regularly in the City of Johannesburg in South Africa. The survey results were analyzed using the Statistical Package for Social Sciences (SPSS) for descriptive statistics. Covariance-Based Structural Equation Modelling (CB-SEM) was utilized for the path analysis. The findings reveal that only store layout, lighting, and employee interaction are essential elements in creating pleasurable customer in-store experiences (β = 0.163, p = 0.05; β = 0.207, p = 0.01; β = 0.293, p = 0.001). It is also evident that consumers perceive music to be less effective in enhancing their shopping experiences (β = 0.048, p = ns). Moreover, the results show that enriching customer experiences stimulate repeat purchases (β = 0.745, p = 0.001). The findings demonstrate that innovating the store environment should be based on shop layout, illumination, and employee contact to create appealing experiences. This study contributes to consumer and retailing services literature. Acknowledgment This study is based on the research supported partly by the University of the Witwatersrand Chancellor’s Female Academic Leaders Fellowship.

show abstract

Analysing flow experience on repurchase intention in e-retailing during COVID-19

Cited by 45 publications

References 64 publications

Responding to supply chain disruptions caused by the COVID-19 pandemic: A Black Swan event for omnichannel retailers

Responding to supply chain disruptions caused by the COVID-19 pandemic: A Black Swan event for omnichannel retailers

Two Years of Covid-19 in Retailing: Issues and Changes

Tackling the ‘death’ of brick-and-mortar clothing retailers through store atmospherics and customer experience

Contact Info

Product

Resources

About