Understanding the implementation of retail self-service check-out technologies using necessary condition analysis

PurposeTo further improve the branding strategies between single-brand-retailers and multi-brand-retailers, the paper investigates the influence of multiple manufacturer brand images on retailer brand image. It considers the moderating role of the number of offered manufacturer brands.Design/methodology/approachThe research is conducted in the automotive retail context. Based on an online survey (383 respondents), a Partial-Least Squares Modeling, estimated using SmartPLS 3 and a classic partial least squares structural equation modeling (PLS-SEM) algorithm, is used to validate the hypotheses.FindingsThe results reveal that manufacturer brands did not influence the retailer's brand image in all cases since it is only influenced by the manufacturer brand when the retailer offers only one manufacturer brand.Practical implicationsFor retailers offering only one manufacturer brand, the most extensive possible adoption of the corporate identity (CI) specifications prescribed by the manufacturer brands is the prerequisite for a positive image effect. Retailers offering more than one manufacturer brand should create their image based on the retailer's identity. In this context, it is essential to position the retailer brand independently in the market.Originality/valueThis is the first study focuses on retailers with a small or limited number of offered manufacturer brands to answer the question of whether the number of provided manufacturer brands moderates the impact of manufacturer brand images on the retailer's brand image.

“…The PLS method is a non-traditional alternative to covariance-based structural equation modeling (Ringle et al. , 2005; Sengupta and Cao, 2022; Duarte et al. , 2022).…”

Section: Methodsmentioning

confidence: 99%

Section: Share Of Aspectmentioning

confidence: 99%

When manufacturer brands did not support retailer brand images

Roßmann¹,

Schade

Burmann

2023

“…De Bellis and Johar, 2020), required conditions for the successful implementation of retail self-service check-out technologies (i.e. Duarte et al. , 2022), the role of new technologies in retailing (i.e.…”

Section: Introductionmentioning

confidence: 99%

“…De Bellis and Johar, 2020), required conditions for the successful implementation of retail self-service check-out technologies (i.e. Duarte et al, 2022), the role of new technologies in retailing (i.e. Roggeveen and Sethuraman, 2020;Shankar et al, 2021), the new retail strategies supporting the use of new technologies (i.e.…”

mentioning

confidence: 99%

Intention of mix-mode consumer shopping service adoption: a case in the retailing context

Düzenli,

Felekoğlu

2023

PurposeThis study aims to investigate the intention of adopting a technological service innovation that is a mix-mode consumer shopping service in the retailing context.Design/methodology/approachA modified extended Unified Theory of Acceptance and Use of Technology (UTAUT2) model is tested by using data on a real example named “Mkolay” which is a new mix-mode consumer shopping service. Data are collected from 217 participants and analyzed by using Partial Least Squares Structural Equation Modeling (PLS-SEM).FindingsResearch findings show that the customers' intention to use the new mix-mode consumer shopping service is particularly influenced by performance expectations, effort expectations, social influence and personal innovativeness.Practical implicationsIn designing a mix-mode consumer shopping service, keeping the design as simple and easy to use as possible seems to increase the intention of adoption. Additionally, collaborating with reference figures or influencers could be instrumental to spread the new service to a wider audience hence increase the likelihood of adoption. Practitioners should also use new technologies in different ways to attract and surprise customers, especially taking into account the technological profile of potential users.Originality/valueThis study contributes to the literature of technological service innovation adoption by revealing the factors affecting the intention of adoption of mix-mode consumer shopping service in the retailing context with a modified UTAUT2 model.

“…Self-service technologies (SSTs), defined as technological interfaces that enable customers to create services without assistance from service employees (Meuter et al, 2005), have become ubiquitous in modern retailing (Duarte et al, 2022). Various SST applications in retail stores (e.g.…”

Section: Introductionmentioning

confidence: 99%

Self-recovery after self-service technology failures: do motivations and self-efficacy matter?

Chiu,

Nguyen,

Hofer

2023

PurposeThe growth of self-service technologies (SST) in the retail sector has led to an increased prevalence of SST failures, and spurred academic debate on customer self-recovery of the failed services. This study sets out to explore why customers prefer or decline to engage in self-recovery. A framework integrating elements from self-determination theory and theory of planned behavior is developed to explore the impact of motivational factors, attitudes and self-efficacy on self-recovery intention.Design/methodology/approachStructural equation modeling (SEM) was used to analyze the sample consisting of 297 users of retail kiosks in convenience stores.FindingsThe results revealed that intrinsic motivation and identified regulation directly affect customers' attitude and intention to engage in self-recovery. Despite an insignificant direct relationship, external regulation impacted self-recovery intention through attitude. Further, the association between intrinsic motivation and self-recovery intention is moderated by self-efficacy.Originality/valueMuch of the extant SST recovery literature has focused on company-rendered service recovery, providing little guidance to firms on how to promote self-recovery among customers. The integrated motivational-cognitive theoretical base in this study allows for a more differentiated inquiry into the factors shaping self-recovery intention, resulting in a deeper understanding of this topic. The novel insights will help retailers develop effective strategies for promoting self-recovery among users of retail kiosks.