Convenience stores in the digital age: A focus on the customer experience and revisit intentions

Gibson, Samantha; Hsu, Maxwell K.; Xing, Zhou

doi:10.1016/j.jretconser.2022.103014

Cited by 18 publications

(3 citation statements)

References 85 publications

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“…Marketing research conducted by companies benefit both the sponsoring company and its consumers (Möller & Halinen, 2022). In the digital age, it is easier and convenient for companies to conduct marketing research and to generate customer insights (Gibson, Hsu, & Zhou, 2022). Marketing research allows companies to gain insights about customer requirements and preferences.…”

Section: Marketing Research and Public Policy Issuesmentioning

confidence: 99%

Public Policy and Ethics in Marketing Research for Organizations

Mandal

2023

International Journal of Public Sociology and Sociotherapy

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Companies conduct marketing research to generate customer insights. Marketing research involves public policy and ethical issues. The objective of the study is to analyze such issues. The methodology adopted is a conceptual analysis of the various public policy and ethical issues. The issues relate to intrusions on consumer privacy, consumer data security, and misuse of research findings. The discussions focus on technoethics involved in data collection in the digital age. Responsibilities of governments and companies for consumer privacy, measures to protect consumer privacy and to ensure technoethics, consumer data protection, and ensuring ethics for marketing research are discussed. The discussions will allow academicians and practicing managers to adopt initiatives and strategies which are effective. Policy makers and authorities may analyze the various aspects and implement rules and regulations which are effective in consumer privacy, consumer data security and protection, in preventing misuse of research findings, and in ensuring ethics in marketing research.

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Section: Marketing Research and Public Policy Issuesmentioning

confidence: 99%

Public Policy and Ethics in Marketing Research for Organizations

Mandal

2023

International Journal of Public Sociology and Sociotherapy

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“…Brick-and-mortar stores are continually being redefined due to the evolution of retail formats to decrease friction in the customer journey and improve customer experience (Salvietti et al , 2022). Although brick-and-mortar stores provide shoppers with incomparable benefits, the sudden growth of interactive technology through internet channels has profoundly impacted traditional retail environments (Gibson et al , 2022). Customers are becoming conversant with digital devices, enjoying the safe contactless shopping experiences that instigate them to make more regular online purchases (Silva et al , 2022).…”

Section: Introductionmentioning

confidence: 99%

Does integrated store service quality turn omnichannel shoppers into price-insensitive, cross-category purchasers, and loyal webroomers? Moderating role of perceived relationship investment and alternative retailer attractiveness

Natarajan,

Veera Raghavan

2023

IJQSS

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Purpose Building on stimulus organism response theory, this study aims to examine the influence of Integrated store service quality (ISSQ) on omnichannel shoppers’ attachment to the integrated store with the mediating role of omnichannel customer engagement (CE) dimensions (absorptive attention, enthusiastic participation and social connection). This research demonstrates the effect of customers’ attachment to the integrated store on the willingness to pay more for omnichannel services and products of the retailer, their cross-buying behaviors in future purchases and loyal webrooming intentions. The moderating role of perceived relationship investment and alternative retailer attractiveness (ARA) in a few proposed relationships was also tested. Design/methodology/approach The research is descriptive, quantitative and cross-sectional investigation. A purposive sampling technique was used for selecting the study respondents. The data was collected from n = 589 Indian omnichannel shoppers who have experience shopping in the brick and mortar store of channel-integrated stores using a validated self-administered questionnaire. The proposed conceptual model was tested using PLS-SEM. Findings The results indicate that omnichannel CE dimensions (absorptive attention, enthusiastic participation and social connection) positively mediate the relationship between ISSQ and customer attachment to the store. Customer attachment to the store significantly impacts their willingness to pay more, cross-buying behaviors and loyal webrooming intentions. The moderating effect of the customer-perceived relationship investment and ARA revealed that it significantly impacted the relationship between ISSQ and willingness to pay more, cross-buying behaviors and loyal webrooming intentions. This research also demonstrated the direct impact of ISSQ on willingness to pay more, cross-buying behaviors, loyal webrooming intentions and the indirect impact through different CE dimensions and attachment with the store. Research limitations/implications The study is conducted in the Indian population, where omnichannel retailing is still nascent. Originality/value This study addresses the need to investigate the impact of CE and their attachment to stores driven by the in-store service quality of integrated stores on the various postpurchase consumer behaviors. To the best of the authors’ knowledge, this study is the first to show that ISSQ might affect their willingness to pay more, cross-buying behaviors and loyal webrooming intentions through different CE dimensions and their attachment to the store. The moderating effect of customer-perceived ARA and their perception of retailers’ investment in a relationship on proposed hypotheses was also tested.

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“…With the rapid development of the economy, behavioral economics suggests that individuals' intuitive judgments and decisions are directly influenced by affective factors (Kahneman, 2011), particularly evident in a retail environment (Gibson et al, 2022). Therefore, this study aims to consider perceived enjoyment as an organism factor of consumers in an omnichannel environment based on the SOR framework.…”

Section: Introductionmentioning

confidence: 99%

The mediating role of perceived enjoyment and attitude consistency in omni-channel retailing

Gao,

Huang

2023

APJML

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PurposeThis study considers perceived enjoyment and attitude consistency as internal states of consumers in an omni-channel environment. This study aims to investigate the mediating role of perceived enjoyment and attitude consistency to reveal how omni-channel environment factors of interaction fluency, convenience, price advantage and personalization contribute to omni-channel shopping intention.Design/methodology/approachConsumers who had shopped at Uniqlo's online and offline stores were surveyed through an online questionnaire, and 566 data were collected for analysis through partial least squares structural equation modeling (PLS-SEM).FindingsThe results find that interaction fluency, price advantage and personalization positively affect perceived enjoyment, interaction fluency and convenience positively affect attitude consistency and perceived enjoyment and attitude consistency in turn facilitate omni-channel shopping intention. The mediating role of perceived enjoyment and attitude consistency was confirmed.Originality/valueThe original finding of this study is that factors such as interaction fluency, convenience, price advantage and personalization in omni-channel retailing require momentary and continuous affective states of consumers to facilitate omni-channel shopping intention, respectively. Therefore, this study considers the necessity of capturing different affective states of consumers in omni-channel shopping.

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Convenience stores in the digital age: A focus on the customer experience and revisit intentions

Cited by 18 publications

References 85 publications

Public Policy and Ethics in Marketing Research for Organizations

Public Policy and Ethics in Marketing Research for Organizations

Does integrated store service quality turn omnichannel shoppers into price-insensitive, cross-category purchasers, and loyal webroomers? Moderating role of perceived relationship investment and alternative retailer attractiveness

The mediating role of perceived enjoyment and attitude consistency in omni-channel retailing

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