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The link between consumer-facing technologies and customer experience in physical retail environments: a critical literature review The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-03-21 Sarah Lahmeyer, Ellen Roemer
This paper aims to explore the link between consumer-facing technologies and customer experience in physical retail environments.It uses a semi-systematic literature review to synthesize existing k...
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Omnichannel marketing: a systematic review and research agenda The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-03-08 A. Mansurali, Gladys Stephen, Dharun Kasilingam, Daniel Inbaraj Jublee
In today’s business landscape, customers hold a central position. They possess extensive knowledge and understanding of various brands’ products and services. Consequently, it has become crucial fo...
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The distracting effect of mobile phones on visual attention in consumer decision-making: a gaze behavior perspective The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-02-25 Simona Bažantová, Michal Novák
Visual attention as a highly complex system is considered a scarce source. This study investigates the distraction effect (specifically, mobile phone usage unrelated to purchasing decisions) on vis...
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Using loyalty card data to understand the impact of weather on click & collect behaviours in UK retailing The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-02-19 Natalie Rose, Les Dolega, Francisco Rowe
This study assesses the influence of weather on Click & Collect (C&C) usage in England, examining differences between the day of order and day of collection, and how the weather influences the time...
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What causes consumers to participate in collaborative consumption? A self-efficacy perspective toward Peer-to-Peer (P2P) secondhand platforms The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-02-19 Hongjoo Woo, Naeun Lauren Kim, Zhenghao Tong, Sumin Lee
Peer-to-peer (P2P) secondhand platforms refer to platforms that enable consumers to voluntarily exchange used items, such as used clothes. Because this type of collaborative consumption relies on c...
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Towards innovation capability in retail services: managing the tensions of exploration and exploitation The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-02-05 Karla Marie B. Paredes, Malin Olander Roese
Retailing is said to be at a critical period where much higher demands are being placed on retail actors to develop their capability for explorative innovation for lasting competitive advantage. De...
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The distribution of retail gross margin: analysis and implications The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-29 John S. Strong
Prior research on retail sales distributions finds both product concentration and long tails. However, gross margin dollars (rather than sales dollars) are critical drivers of retail financial perf...
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Does metaverse fidelity matter? Testing the impact of fidelity on consumer responses in virtual retail stores The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-24 Darius-Aurel Frank, Anne Odile Peschel, Tobias Otterbring, Jason DiPalma, Sascha Steinmann
The future of retailing takes consumers to the metaverse. Yet, how these novel shopping experiences will look and feel remains largely unknown. Experts predict immersive metaverse shopping experien...
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What drives retail entrepreneurs’ intentions to engage in CSR? The effects of societal concern, social pressure and state anxiety The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-22 Heidi Wechtler, Arto Lindblom, Taru Lindblom
In this study, we investigate what drives retail entrepreneurs' intentions to engage in corporate social responsibility (CSR) across environmental, economic, and social domains. To be more specific...
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Second-hand online stores: an examination of consumers’ purchase behaviour The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-18 Cristina Calvo-Porral, Javier Orosa-González, Nuria Viejo-Fernández
Today, the determinants of second-hand shopping are not comprehensive and are limited to physical stores; and most of the previous research has largely ignored the factors that motivate the online ...
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Retail metamorphosis – how retailing reconfigures itself for the future The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-08 Elina Närvänen, Mika Yrjölä, Hannu Saarijärvi
This editorial outlines the content of the special issue from the Nordic Retail and Wholesale Conference 2022.The editorial discusses retail metamorphosis through changes in form, structure, substa...
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New technology and in-store service encounters: an analysis of coping practices and work experiences among frontline employees The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-08 Kristina Bäckström
The digital transformation is rapidly changing in-store service settings. This paper explores how frontline employees experience and cope with technology-related challenges. Based on a qualitative ...
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Are you afraid of shopping? Consumers’ adaptive responses under crises The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-08 Saara Julkunen, Jonna Koponen, Elli Hartikka
Globally, people have been subjected to enormous changes as a result of several unexpected crises. Recent research has shown that external threats have an impact on the customer experience as they ...
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Sustainability ambassadorship - the role of the store manager in development of in-store sustainability communication The International Review of Retail, Distribution and Consumer Research Pub Date : 2024-01-08 Karin Alm, Jens Hultman
The food industry, in general, and the retail grocery sector, in particular, have gone through an extensive transformation regarding sustainability communication. The retail grocery store is the st...
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Effect of consumers’ materialistic values on consumption guilt as reflected in price preferences The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-12-27 Rahul Kumar Sett
While simplistic arguments portend a possible relationship between consumers’ materialistic values and consumption guilt, empirical evidence in this regard, however, remains equivocal at best. In t...
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What factors matter in rent negotiations? Differences in views between landlords and retail trade tenants The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-12-13 Cecilia Hermansson, Berndt Lundgren
This paper investigates differences in the views of rent negotiating landlords and retail trade tenants regarding the importance of various factors in their rent negotiations. The paper explores wh...
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How to infuse mobile technologies in frontline service encounters? An experimental analysis of customer perceptions of service competence The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-12-04 Tobias Röding, Gerhard Wagner, Sascha Steinmann, Theresia Mennekes, Hanna Schramm-Klein
In technology-infused frontline service encounters, human-based service represents a high degree of uncertainty. However, understanding how technology can meet customer demands without undermining ...
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Role of theory of consumption values in consumer consumption behavior: a review and Agenda The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-12-04 Salman Bahoo, Rana Muhammad Umar, Michela Cesarina Mason, Gioele Zamparo
The theory of consumption values (TCV) as marketing theory provides insights related to consumer consumption behavior through consumption values. This study reviews the last 30 years’ literature (1...
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Retailers view on customer loyalty – a social resource theory perspective The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-11-29 Stavroula Wallström, Sara Hjelm Lidholm, Malin Sundström
This study elaborates on the concept of loyalty. Strategic work to increase loyalty such as loyalty programs is increasingly being questioned. Using a relational perspective, viewing loyalty as an ...
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How in-store sensor technologies can help retailers to understand their customers: overview on two decades of research The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-10-30 Merlind Knof, Ruth Stock-Homburg, Jordin Schurer
To compete with e-commerce, retailers are increasingly integrating smart technologies into their offline retail environment. This enables retailers to analyze their customers and provide them with ...
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Exploring the use of innovation measurement in retail organisations: a multiple case study The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-10-11 Karla Marie B. Paredes, Sofia Ritzén, Malin Olander Roese
Innovation and its management in retail organisations is an emerging field, yet the measurement of innovation in this context remains challenging and under-researched. The study investigates innova...
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Green products wrapped and delivered: consumer’s preference for sustainable e-commerce practices The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-10-09 Shreyansh Bharani, Sheila Roy, Swapnil Tawde
With the rapidly growing online sales, e-commerce firms in emerging economies like India risk unsustainable practices such as the relentless consumption of goods, increased plastic and paper packag...
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A bibliometric review of the omnichannel logistics literature The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-09-25 İlknur Tanriverdi, Hatice Aydın
The emergence of omnichannel logistics has led to fundamental changes in traditional e-commerce, retail, and consumer decision-making processes. Due to its crucial effects, the subject of omnichann...
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A company-CSR fit as antecedents of organic cosmetic product purchase intention, the buffering effect of CSR belief: a moderating role of health consciousness The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-09-19 Chi-Cheng Luan, Hoa PhamThi, Nellie Ulysses
Predictors of organic cosmetic product purchase intention have been widely investigated. However, a company-CSR fit triggered from this business area has not been examined in purchase intention. In...
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Customer experiences in omnichannel retail environments: a thematic literature review The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-09-12 Alina Both, Sascha Steinmann
The paradigm shift towards omnichannel approaches represents an ongoing fundamental change and a key metamorphic process taking place within the fields of retail marketing and management today. The...
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‘I do not know’: an examination of reactions to virtual agents that fail to answer the user’s questions The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-08-31 Magnus Söderlund
ABSTRACT Virtual agents (VAs) used by retailers for online contacts with customers are becoming increasingly common. So far, however, many of them display relatively poor performance in conversations with users – and this is expected to continue for still some time. The present study examines one aspect of conversations between VAs and humans, namely what happens when a VA openly discloses its knowledge
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Towards a better understanding of sustainability gaps in retail organizations The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-08-17 Angelica Blom, Sara Rosengren, Jennie Perzon
Retailers have been identified as important actors in driving sustainable change, due to their vital role in connecting production and consumption. In this paper, we explore what retailers do to en...
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New horizons in retail geography: special issue editorial The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-07-26 Alexandra Dales, Jenny Ferreira
Published in The International Review of Retail, Distribution and Consumer Research (Vol. 33, No. 4, 2023)
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The impact of CSR and corporate ability on purchase intention in e-commerce websites: an examination across genders The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-07-20 Amir Reza Malekian, Younis Jabarzadeh, Alireza Fazlzadeh
ABSTRACT This study aims to investigate the impact of corporate social responsibility (CSR) and corporate ability (CA) on customer purchase intention on e-commerce websites. Also, the effect of trust as a mediator between CSR-purchase intention and CA-purchase intention relationships is examined. Finally, the role of gender as a moderator in the relationships between model variables is explored. This
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Sustainability and the development trends of rural retail business in the Czech Republic The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-07-17 Tomáš Sadílek, Hana Kunešová, Petr Cimler
ABSTRACT The purpose of this paper is to identify the factors that influence the sustainability of rural grocery stores and to assess the effects of the ongoing consolidation and spatial concentration in rural grocery stores on the accessibility of rural grocery stores in the Czech Republic. In this paper, we start by presenting the continued decline of retail grocery stores in rural areas of the Czech
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Happy to see you: the positive effects of in-store service encounters on the satisfaction of older consumers The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-06-29 Hanna Berg, Karina T. Liljedal, Magnus Söderlund, Sven-Olov Daunfeldt
Although older consumers constitute a growing consumer segment with substantial buying power, not much is known about their satisfaction with retail stores and its antecedents. This study examines ...
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The role of local government in marketing small city retailing: Examining the gap between perception and reality The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-06-20 Louise Grimmer
ABSTRACT The role of local government in ensuring cities and town centres are attractive options for shoppers is well documented in the international literature. However, there is a paucity of research on the role and responsibility of local governments in tackling the complex marketing issues facing town and city retailing, particularly in regional and rural areas in Australia. Australian retailing
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From transactions to transformations: exploring transformative food retailing The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-05-17 Hannu Saarijärvi, Leigh Sparks, Elina Närvänen, Maijaliisa Erkkola, Mikael Fogelholm, Jaakko Nevalainen
Food retailing is undergoing a major restructuring process that is altering its boundaries, service provision and operations. Digitalisation and other technological advances are shifting the focus ...
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Social-relational capabilities: strategic transformation of brand resources to increase brand equity The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-05-01 Manisha Mathur
As consumers are increasingly online and social, they also increasingly value brands that interact with them and create personalized relationships with them. We propose social-relational capability...
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Smart shopper feelings in the case of store brands: the role of human capital as a key antecedent and the implications for store loyalty The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-04-24 Alan M. Collins, George Maglaras
This paper asks the questions ‘how do store brands create smart shopper feelings?’, ‘what are the antecedents to this form of ego expressive benefits?’ and ‘what are the consequences for store loya...
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The role of traditional retail markets in addressing urban food deserts The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-04-20 Andy Newing, Graham Clarke, Myfanwy Taylor, Sara González, Lisa Buckner, Rosie Wilkinson
ABSTRACT This paper refreshes the debate around urban food deserts and improves the evidence base for the social value of traditional markets. It draws upon a wider project that brings together the markets sector and policy makers to develop new evidence, tools and insights to understand and enhance the community value of traditional retail markets. One important part of that community value is the
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The impact of in-store sales personnel’s altruistic behaviors on store image: a cross-category study in Japan The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-04-05 Takafumi Nakamori, Stephen J. Newell, Bernard T. Han, Thaweephan Leingpibul
Online sellers continue to grow at the expense of traditional brick and mortar retailers. For traditional retailers to remain competitive in this modern consumer age, it is essential to identify th...
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Consumer-brand Relationships with AI Anthropomorphic Assistant: Role of Product Usage Barrier, Psychological Distance and Trust The International Review of Retail, Distribution and Consumer Research Pub Date : 2023-02-13 Vimi Jham, Gunjan Malhotra, Nidhi Sehgal
ABSTRACT Human likeness in technology (i.e. AI anthropomorphic assistants) continues to transform and build relationships with consumers today. This study aims to examine the role of product usage barrier, psychological distance, and trust between physical AI anthropomorphic assistants and consumers to build brand relationships in the retail sector. Data was collected through a questionnaire from Indian
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Notice of duplicate publication: Omnichannel Retailing Strategy: A Systematic Review The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-12-28
Published in The International Review of Retail, Distribution and Consumer Research (Vol. 33, No. 1, 2023)
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Changes in market organisation due to exogenous shocks – the case of the transformation of the Swedish fashion industry caused by the COVID-19 pandemic The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-12-20 Gabriella Wulff
ABSTRACT This study aims to provide insights into the transformation of retail caused by the COVID-19 pandemic, using the Swedish fashion industry as an example. In an institutional perspective, combined with Actor-network theory, both new actors and the changing role of existing ones were identified as influencing how the market was organised. An empirical field study of the Swedish fashion industry
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Electronic Retailing: Mapping the past for informing the future The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-12-05 Sanchita Bansal, Priya Nangia, Shifali Singh, Isha Garg
ABSTRACT The continuous growth of information and technology has resulted in considerable changes in the retailing environment, with a restriction on brick-and-mortar retailing and a push toward online retailing. The purpose of this study is to map the available literature on e-tailing in order to forecast where the field might be headed in the coming years and to identify the key features that contribute
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Subscription commerce: an attachment theory perspective The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-10-17 René Hubert Kerschbaumer, Daniel Kreimer, Thomas Foscht, Andreas B. Eisingerich
ABSTRACT Despite the success of subscription models in online retail, insights addressing their very relational character remain limited. This research employs interpersonal relationship theory and examines the role of attachment theory in explaining consumer adoption of subscription-based online services on a general as well as on a brand level. Specifically, we propose two conceptual models linking
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Online shopping cart abandonment: a critique and guide to measuring its drivers The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-09-23 Banwari Mittal
ABSTRACT For e-tailers, the abandonment of the shopping cart by customers is a major challenge, with as many as 75% of shopping carts being abandoned after shoppers place an item in the cart. Consumer researchers have researched this phenomenon for the past two decades, identifying the factors that inhibit shoppers from completing their purchases on the e-tailer sites they visit. These studies have
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Make every interaction count - assessing the role of customers’ self-construal on value co-creation at service encounters The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-08-17 Amjad Shamim, Jiseon Ahn, Imran Khan, Mahmood Shah, Muhammad Farrukh Abid
ABSTRACT This research examines the role of dual types of customers’ self-construal (i.e., independent vs. interdependent) on value co-creation attitude and behaviour in retail service encounters. Using a mall-intercept survey, 463 responses were collected. Structural equal modeling was employed to analyse the results. Findings suggest that customers’ independent self-construal does not affect their
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Shopping app features: their impact on customer satisfaction and loyalty The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-08-11 Kathrin Sinemus, Stephan Zielke, Thomas Dobbelstein
ABSTRACT Shopping apps support consumers in their shopping process at different stages of the customer journey. They can contain various features, such as an online magazine, shipment tracking or a QR code Scanner. Consumers have the possibility to send product links to friends, chat with retailers’ staff, participate in loyalty programs, find a physical store nearby or pay within the app. Consequently
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The impact of the built environment, price level, and service quality on customer satisfaction under the effect of COVID-19 The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-08-11 Marcelo Benetti Corrêa da Silva, Suélen Bebber, Juliana Matte, Bianca Libardi, Cintia Paese Giacomello, Maria Eduarda da Silva Sabedotti
ABSTRACT The COVID-19 pandemic has changed the way business is handled. Besides, people’s purchasing habits have been impacted by new safety, social, and health restrictions. Thus, the purpose of this research was to analyze the COVID-19 pandemic impact in the relationships between the built environment, price level, and service quality on supermarket customers’ satisfaction. For this purpose, a survey
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E-commerce packaging as an embedded resource in three network settings The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-07-18 Sandra Brüel Grönberg, Kajsa Hulthén
ABSTRACT Packaging in e-commerce distribution receives attention from many perspectives, often in relation to sustainability and efficiency. This attention may concern the use of packaging material or the mismatch between parcel size and the products to be shipped. From a retailer’s or third-party logistics provider’s perspective, the attention includes costs related to packaging material and packing
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Changes in the retail landscape - a Nordic perspective The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-07-17 Elin Nilsson
Published in The International Review of Retail, Distribution and Consumer Research (Vol. 32, No. 4, 2022)
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Limited-time scarcity and competitive arousal in E-commerce The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-07-13 Peter Broeder, Eileen Wentink
ABSTRACT In their web stores, retailers are increasingly using scarcity as a strategy to influence customers’ perceptions and purchase behaviour. This study aims to investigate the effect of limited-time promotions on purchase intention while examining the mediating roles of perceived scarcity and competitive arousal as predictors as well as the moderating role of consumers’ cultural background. An
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Exploring different responses to mimetic pressures: an institutional theory perspective on e-commerce adoption of an internationalizing retail SME The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-07-11 Nurgül Özbek, Sara Melén Hånell, Daniel Tolstoy, Emilia Rovira Nordman
The purpose of this article is to explore how mimetic pressures affect an internationalizing small- and medium-sized enterprise’s adoption of e-commerce in the retail business, and by so doing gene...
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The Relevance of Corporate Information Transparency of the Use and Handling of Customer Data in Online Product Presentations The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-06-23 Tobias Röding, Sascha Steinmann, Julian Schmitz, Hanna Schramm-Klein
ABSTRACT Many companies are seeking to balance between the use of information transparency to attract new customers by presenting themselves as open companies and the associated risk of losing customers, as disclosing certain information could trigger negative sentiments. Being transparent with certain information can make the potential buying process seem more incomprehensible to the customer. Most
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Who are the Drivers of Change? On the Growing Role of Retailers in Ongoing Attempts to Reorient Markets for Animal Welfare The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-06-19 Lars Esbjerg, Klaus Brønd Laursen, Maureen Schulze
ABSTRACT Through their assortment and merchandising decision-making retailers influence consumers choice by adjusting the choices available to them. Anchored in a market practice view, this article studies the role retailers play in shaping markets through their assortment building efforts. It demonstrates that retailers are not just reacting to changes in consumer demand but are becoming more proactive
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A systematic literature review on e-commerce logistics: towards an e-commerce and omni-channel decision framework The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-06-16 Andreas Risberg
ABSTRACT e-Commerce is the fastest-growing sales channel, while omni-channel retailing is becoming the new retailing standard. Omni-channel logistics is an essential complex aspect of omni-channel retailing, especially considering the increased consumer demand for seamless shopping experiences. This systematic literature review aims to synthesize the contemporary e-commerce logistics literature and
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Reorganising grocery shopping practices – the case of elderly consumers The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-06-13 Lena Hansson, Ulrika Holmberg, Anna Post
ABSTRACT This paper aims to deepen the understanding of elderly consumers’ grocery shopping practices during Covid-19. Drawing on the shopping-as-practice approach within social practice theory, we show how the practices unfold as the pandemic evolves and the situation of the elderly change, which implies new possibilities and limitations in grocery shopping. Qualitative telephone interviews with elderly
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There is no place like home: home satisfaction and customer satisfaction in online grocery retailing The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-05-07 Reema Singh, Magnus Söderlund
ABSTRACT This study acknowledges that home is a central and valenced place for most people, and therefore it is assumed that (a) the content in people’s general category for home issues can be activated easily, particularly by various home-related stimuli, and that (b) the affective charge of such content can have a valence-congruent impact on evaluations of home-related stimuli. These assumptions
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Socio-demographic, shopping self-concept, and shopping-context related moderators of customer experience The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-05-04 Anubhav A. Mishra, Megha Verma
ABSTRACT The purpose of this article is to identify and propose a theoretical framework that consists of the key touchpoints, consequences, and moderators of customer experience (CX hereafter). The proposed effects in our theoretical framework are that the retailer-controlled, as well as manufacturer-controlled touchpoints, are the key dimensions of CX. In turn, CX influences retail reputation, retail
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Role of e-service quality, brand commitment and e-WOM trust on e-WOM intentions of millennials The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-05-02 Manu Jain, Saumya Dixit, Amit Shukla
ABSTRACT Although positive e-WOM plays a significant role in attracting new customers for e-tailers, there exists gap between the quantum of online purchases and e-WOM on e-tailer platforms. Hence, this study attempts to identify determinants of positive e-WOM on e-tailer platforms. Drawing on Stimulus Organism Response (SOR) theory, this study examines the relationship between outcome quality dimensions
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Why do firms compete on price comparison websites? The impact on productivity, profits, and wages The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-05-01 Charlie Lindgren, Yujiao Li, Niklas Rudholm
A substantial literature indicates that competition on price comparison websites is fierce, leading to lower prices for products sold. As such, we want to answer the key research question: Why do f...
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Product Assortment, Choice Overload, and Filtering Technology across Retail Contexts The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-03-31 Anna M. Turri, Amy Watson
ABSTRACT Research regarding consumer choice and assortment size has led to contradictory findings. Extant research demonstrates that consumers prefer large product assortments, as they are more likely to find an item that matches their preferences). On the other hand, research has shown that large choice sets can overwhelm consumers and lead to increased decision difficulty and levels of regret. Experiment
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Stepping up as an essential service: grocery retailing and the COVID-19 pandemic in Canada The International Review of Retail, Distribution and Consumer Research Pub Date : 2022-03-31 Jenna Jacobson, Frances Gunn, Tony Hernandez
ABSTRACT The COVID-19 pandemic has elevated the ‘essential service’ question to the forefront of government policy, business functioning, and public discourse. This qualitative study uses community disaster resilience and institutional work theory to analyse the responses of Canadian grocery retailers to COVID-19. Based on a thematic analysis of 53 grocery retailers’ website messaging over three periods