How does perceived retail service innovativeness affect retail patronage intentions?

Lin, Chen‐Yu

doi:10.1111/caim.12333

Cited by 14 publications

(13 citation statements)

References 55 publications

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“…Convenience retailers play an important role in retail modernization in Taiwan (Lin, 2019). The development of IUCVSs in Taiwan remains in the introductory stage, and only four IUCVSs exist to date.…”

Section: Methodsmentioning

confidence: 99%

“…In this research, convenience and novelty are two important features that offer non-monetary benefits to satisfy their customers. First, convenience value perception plays a critical role in enhancing consumers' attitudes toward IUCVSs (Lin, 2016(Lin, , 2019, given that no one wants to waste valuable time in a queue (Boyle, 2017). IUCVSs offer more convenience value than traditional CVSs to consumers by not only shortening service processes but also reducing interaction with checkout clerks (Chuawatcharin and Gerdsri, 2019;Polacco and Backes, 2018).…”

Section: Perceived Valuementioning

confidence: 99%

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Understanding consumer perceptions and attitudes toward smart retail services

Lin

2022

JSM

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Purpose This study aims to identify the antecedent factors influencing consumer attitudes and patronage intentions toward an intelligent unmanned convenience store (IUCVS) in Taiwan. The IUCVS is a new smart service that offers customers a novel shopping experience, given that it avoids queues and physical contacts with cashiers. However, studies discussing IUCVS remain scant owing to its brief history. Design/methodology/approach This research develops a synergistic model combining original unified theory of acceptance and use of technology (UTAUT) constructs with perceived risk and value to test differences between unexperienced and experienced customers’ attitudes and patronage intentions toward IUCVSs. Data collected from 268 experienced and 156 unexperienced consumers were tested against the proposed research model using partial least squares (PLS) structural equation modeling and multi-group analysis (PLS-MGA). Findings In line with expectations, three UTAUT variables (i.e. performance, effort expectancy and social influence) and perceived value significantly and positively influence consumer attitudes toward IUCVSs. This research confirms the significant and negative direct effect of perceived risk on consumers’ patronage intentions toward IUCVSs. Furthermore, the PLS-MGA results unveil that a significant difference exist in the effects of perceived convenience value on attitudes toward IUCVS between consumers who had experience of using self-service machines and those who have not. Originality/value This research successfully fills the research gap by offering a synergistic model for evaluating consumers’ attitudes and patronage intentions toward a new smart service. Several important theoretical and practical implications are provided to help retail managers develop service strategies.

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Section: Methodsmentioning

confidence: 99%

Section: Perceived Valuementioning

confidence: 99%

Understanding consumer perceptions and attitudes toward smart retail services

Lin

2022

JSM

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“…More recently, the conceptualization of service innovativeness has been driven by SDlogic (Vargo and Lusch, 2008) and focuses on the perspective of consumers. In particular, service innovativeness delineates customers' perceptions towards a firm's ability to integrate resources and offer service innovation (Hollebeek and Rather, 2019;Lin, 2019;Qi et al, 2021). Interestingly, in the context of fitness service, customers show unique perceptions of service innovativeness compared with other service industries (Zolfagharian and Paswan, 2009b).…”

Section: Service Innovativeness As Moderatormentioning

confidence: 99%

“…, 2020). Therefore, service encounter is arguably more critical for customers than other service industries due to the frequent interactions between service providers and customers (Lin, 2019; Hsieh and Chuang, 2020; Zolfagharian and Paswan, 2008; Chiu et al. , 2014).…”

Section: Introductionmentioning

confidence: 99%

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

Wang

Chiu

2022

IJSMS

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PurposeThis study examined the relationships between service encounter, perceived value, and repurchase intention in the fitness service sector through the theoretical lens of service-dominant logic. In addition, the mediating role of perceived value and the moderating role of service innovativeness were examined.Design/methodology/approachParticipants (n = 806) were drawn from fitness center customers in Taiwan using a convenience sampling technique. Partial least square structural equation modeling was used to test the hypotheses in the research model.FindingsThe results showed that service encounter had a positive impact on perceived value, which in turn affected repurchase intention. Moreover, the full mediating effect of perceived value was identified in the relationship between service encounter and repurchase intention. In addition, service innovativeness positively moderated the effect of service encounter on repurchase intention.Originality/valueThis study provides empirical evidence on the impact of staff-customer interactions (i.e. service encounter) on customers' perceptions and behaviors and identifies the critical role of perceived value as a mediating mechanism as well as a facilitating role of service innovativeness in enhancing repurchase intention.

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“…Tea stores also provide new services to enhance consumers' satisfaction. An innovation in physical environment of tea stores also excites consumers and increases their shopping experience [42]. Therefore, it is expected that store innovativeness will increase consumers' perceptions of healthiness of organic tea because consumers may hold a perception that organic tea of innovative stores is often better than that of other stores.…”

Section: Store Innovativenessmentioning

confidence: 99%

A Comprehensive Model of Consumers’ Perceptions, Attitudes and Behavioral Intention toward Organic Tea: Evidence from an Emerging Economy

Nguyen

Chou

et al. 2020

Sustainability

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This study investigates factors that predict consumers’ perceptions of healthiness of organic tea. Furthermore, this study also examines the relationship between perceived healthiness and purchase intention with the mediating role of consumers’ attitudes toward organic tea. Because China has been the largest producer and the largest market of the global tea market, this study collects sample data from consumers at different tea stores in China. Using structural equation modelling to analyze data, results indicate that product quality, consumer service, in-store experience, store prestige, and store innovativeness are important predictors of consumers’ perceptions of healthiness of organic tea. Furthermore, results show that perceived healthiness has a positive influence on purchase intention toward organic tea. Consumers’ attitudes toward organic tea also has a positive mediating effect into this relationship.

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How does perceived retail service innovativeness affect retail patronage intentions?

Cited by 14 publications

References 55 publications

Understanding consumer perceptions and attitudes toward smart retail services

Understanding consumer perceptions and attitudes toward smart retail services

Service encounter and repurchase intention in fitness centers: perceived value as a mediator and service innovativeness as a moderator

A Comprehensive Model of Consumers’ Perceptions, Attitudes and Behavioral Intention toward Organic Tea: Evidence from an Emerging Economy

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