Xingting Ju, Raquel Chocarro and Oscar Martín Martín
The purpose of this study is to provide a systematic review of the current state of research regarding mobile social media use for value creation by firms and customers and an…
Abstract
Purpose
The purpose of this study is to provide a systematic review of the current state of research regarding mobile social media use for value creation by firms and customers and an agenda for future research.
Design/methodology/approach
The authors conducted a systematic review following three main steps: keyword search, study selection and data extraction. A total of 53 articles were identified using academic databases and manual cross-referencing. By means of a thematic analysis method, the study addresses issues related to theory, methods, context, findings and gaps.
Findings
The study reviews and illustrates 14 value aspects of the mobile social media and value creation literature. The findings indicate that mobile social media are effective tools for firms to create and capture value from customers and for customers to co-create value.
Originality/value
The study contributes to the marketing and social media literature by proposing a conceptual framework that integrates the core components of value creation by firms and customers in the mobile social media context and by proposing an agenda for future research.
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Monica Cortiñas, Raquel Chocarro and Margarita Elorz
Consumers are increasingly combining distribution channels, thus displaying so-called omni-channel behavior, both to complete a given purchase and between purchases. The authors…
Abstract
Purpose
Consumers are increasingly combining distribution channels, thus displaying so-called omni-channel behavior, both to complete a given purchase and between purchases. The authors make a distinction between omni-channel customers, who make use of distribution services in both channels and omni-channel users, who make partial use of the distribution services of one channel to support purchases in another. This paper aims to identify the omni-channel behavior among the customers of a global fast fashion retailer dealing in a wide range of apparel and clothing accessories.
Design/methodology/approach
Using a multinomial logit model, the authors perform a customer segmentation based on observed omni-channel behavior, considering the explanatory roles of demographics, distribution service features and customer service policies across the different retail channels.
Findings
The authors observe that the key retail channel features for explaining omni-channel customer behavior are product accessibility, both in store and online; the assurance that goods purchased online will satisfy the customer’s needs and expectations; and the option to return goods found unsatisfactory.
Practical implications
The results clearly show that the nature of the visits and purchases made by customers is determined by various components of the companýs customer service policy, which can, therefore, be used to guide the retailer’s segmentation strategy.
Originality/value
Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment, which might be worth exploring in future research.
Future research
Future lines of research should explore the economic implications of this customer segmentation. The price perception data emerging from our findings suggest a greater sensitivity to prices in the mono-channel segment which might be worth exploring in future research.
Propósito
Los consumidores combinan canales de distribución en el denominado comportamiento omni-canal cada vez en mayor medida, tanto para completar una misma compra como entre distintas compras. Distinguimos entre clientes omni-canal, que hacen uso de los servicios de distribución de ambos canales, y usuarios omni-canal, que hacen solo un uso parcial de los servicios de distribución de un canal para apoyar las compras en el otro canal. En este trabajo identificamos este comportamiento omni-canal entre los clientes de una empresa global del sector de la moda que vende un amplio rango de productos de ropa y complementos.
Diseño/metodología/enfoque
Mediante un modelo logit multinomial, realizamos una segmentación de los clientes en base a su comportamiento omnicanal. En esta segmentación, consideramos el papel explicativo, no solo de las características de los individuos, sino también el de los servicios de distribución y las políticas en cada canal.
Resultados
Obtenemos cómo el acceso al producto, tanto en el establecimiento como a la página web, la garantía de que el producto comprado online tendrá las características esperadas y las facilidades para devolver el producto adquirido online si no cumple las expectativas, son rasgos clave de los canales que explican el comportamiento omnicanal de los clientes.
Implicaciones prácticas
Nuestros resultados muestran claramente que diferentes aspectos de la oferta de servicios y de políticas de la empresa determinan las compras y las visitas y estos aspectos pueden ser utilizados para guiar la estrategia de segmentación del detallista.
Originalidad/valor
En este trabajo contribuimos a la literatura sobre el marketing omnicanal presentando un modelo de segmentación, basado en los servicios de distribución ofertados por los minoristas, para las empresas que comercializan productos a través de distintos canales. Aportamos una distinción conceptual entre usuarios de un canal y compradores que tiene un amplio rango de aplicación.
Líneas futuras
Es necesario proseguir con las líneas futuras de investigación para investigar las implicaciones financieras de esta segmentación. La percepción de los precios que se detecta en nuestros resultados puede sugerir una sensibilidad mayor a los precios en el segmento mono-canal lo que puede ser una línea interesante a contrastar en investigaciones futuras.
Palabras clave
Omni-canal, Moda rápida, Trabajo de investigación, Segmentación, Servicios de distribución, Comercio electrónico
Tipo de artículo
Trabajo de investigación
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Álvaro Saavedra, Raquel Chocarro, Mónica Cortiñas and Natalia Rubio
This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome…
Abstract
Purpose
This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome (information). The authors also aim to determine the extent to which the perceived usefulness of VAs improves the perceived privacy associated with their use and increases users’ intention to continue using them. Consumer technology innovativeness is included as a personal trait moderator, to compare the results between tech and nontech innovators. For this purpose, the authors use the framework of the uses and gratifications theory (U>).
Design/methodology/approach
A survey of 467 VA users was conducted and structural equation modeling was used to analyze the data.
Findings
The authors identify two main determinants of the perceived usefulness of VAs that influence users’ intention to continue using this technology, process quality and outcome quality. These two factors influence the continued use of VAs in different ways depending on the technology innovativeness of the consumers. The results show that tech innovators are oriented toward the interactive experience, and therefore, mainly value the process quality. In addition, nontech innovators are oriented toward a satisfactory response from VAs, and therefore, primarily value the outcome quality. In addition, the positive effect of perceived usefulness on perceived privacy is higher for tech innovators.
Originality/value
This study enhances the literature on the perceived usefulness of VAs within the framework of U>. It identifies two antecedents (process quality and outcome quality) of perceived usefulness and observes significant differences based on technological innovativeness.
Objetivo
Este artículo tiene como objetivo entender cómo la utilidad percibida de los Asistentes de Voz (AV) se ve afectada por la calidad percibida del proceso (interacción) y el resultado (información). Asimismo, busca determinar hasta qué punto la utilidad percibida de los AVs mejora la privacidad percibida asociada con su uso y, consecuentemente, la intención de los usuarios de seguir utilizándolos. La innovación tecnológica se incluye como moderador personal para comparar los resultados entre innovadores tecnológicos y no tecnológicos. Para este propósito, utilizamos la Teoría de Usos y Gratificaciones (U>).
Diseño
Se realizó una encuesta a 467 usuarios de AVs, y se utilizó la modelización de ecuaciones estructurales (SEM) para analizar los datos.
Resultados
La calidad del proceso y la calidad del resultado son antecedentes claros de la utilidad percibida de los AVs, que afecta a la intención de los usuarios de seguir usándolos. La influencia de ambos factores difiere entre usuarios según su nivel de innovación tecnológica. Los resultados muestran que los innovadores tecnológicos valoran más la experiencia interactiva y la calidad del proceso, mientras que los no innovadores tecnológicos se enfocan en obtener respuestas satisfactorias de los AVs. Además, la influencia positiva de la utilidad percibida en la privacidad percibida es más pronunciada en los innovadores tecnológicos.
Originalidad
Este estudio enriquece la literatura sobre la utilidad percibida de los AVs dentro del marco de la U>. Identifica dos factores previos (calidad del proceso y calidad del resultado) de la utilidad percibida y observa diferencias significativas basadas en la innovación tecnológica.
目的
本文旨在了解语音助手(VAs)的感知有用性如何受到过程(交互)和结果(信息)的感知质量的影响。我们还旨在确定语音助手的感知有用性在多大程度上改善了与使用语音助手相关的感知隐私, 并提高了用户继续使用语音助手的意愿。我们将消费者的技术创新性作为个人特质调节因素, 以比较技术创新者和非技术创新者的结果。为此, 我们使用了 “使用与满足理论"(U>)框架。
设计/方法/途径
我们对 467 名增值服务用户进行了调查, 并使用结构方程模型(SEM)对数据进行了分析。
研究结果
我们确定了影响用户继续使用该技术意向的虚拟机构感知有用性的两个主要决定因素:(1)过程质量和(2)结果质量。根据消费者的技术创新能力, 这两个因素以不同的方式影响着虚拟现实技术的持续使用。结果显示, 技术创新者以互动体验为导向, 因此主要看重过程质量。此外, 非技术创新者倾向于从虚拟机构获得令人满意的回应, 因此主要看重结果质量。此外, 对于科技创新者来说, 感知有用性对感知隐私的积极影响更大。
价值
本研究在 U> 框架内加强了有关虚拟机构感知有用性的文献。它确定了感知有用性的两个前因(过程质量和结果质量), 并观察到了基于技术创新性的显著差异。
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Raquel Chocarro and Mónica Cortiñas
This paper aims to examine the way in which consumers integrate experts' opinions into their own evaluations of a selection of red wines.
Abstract
Purpose
This paper aims to examine the way in which consumers integrate experts' opinions into their own evaluations of a selection of red wines.
Design/methodology/approach
The authors conduct an experiment to measure the influence of experts' opinions in relation to the complexity of the information, the level of consensus between different experts, and the consumer's level of category knowledge.
Findings
Confirmation is found for the effect of received information on consumers' product evaluations. Variation is found in relation to the consumer's level of category knowledge. Expert ratings have a stronger influence on individuals with low knowledge of the wine category than on those with high knowledge. The level of consensus between experts and the complexity of the information in this case have no effect on the impact of their opinions.
Originality/value
This paper takes a deeper look into the effect of “weak‐tie” personal information sources, particularly the opinions of experts regarding wine. Scientific research into the effect of expert judgments on consumer perceptions is still scant and businesses also need to assess the factors underlying its impact, given that the influence of expert judgment can be as crucial as quality to a product's success. The main feature that distinguishes this paper from the previous literature is that it integrates all three moderating effects in a single experiment: level of expert consensus, the complexity of the information provided and the prior knowledge of the consumer.
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Raquel Chocarro Eguaras, Margarita Elorz Domezain and José Miguel Múgica Grijalba
The mere presence of categories, irrespective of their content, positively influences the satisfaction of choosers who are unfamiliar with the choice domains. In the present…
Abstract
Purpose
The mere presence of categories, irrespective of their content, positively influences the satisfaction of choosers who are unfamiliar with the choice domains. In the present research the main goal is to analyze how a complex product category is categorized internally by consumers, with and without price information available, and explore the effect of product involvement and category knowledge on such structures within the wine category.
Design/methodology/approach
Additive tree analysis allows us to visualize the perceptual structure of complex sets of alternatives and the multinomial logit model enables us to analyze the influence of these inherent personal characteristics.
Findings
The results show that consumers organize information on red wines and rosés according to a “type→origin” cognitive construct and use “price”, if available, as a third attribute. Consumers comparing red wines and white wines organize the available information according to a “type” construct in which “price”, even if available, plays no role. Subjects with a greater knowledge of the category exhibit more complex structures.
Research limitations/implications
A broader database would be necessary to draw further conclusions with respect to the specific category of wine. Another possible limitation may arise from the chosen set of alternatives. There are more red wines among the stimuli for the survey. As a result of this numerical imbalance between the red wines on the one hand and the rosé/white wines on the other, the red are perceived to be more similar to each other. It would therefore be useful in future research to try to obtain the same number of alternatives for each attribute level. Meanwhile, research on other product categories would be useful to provide further validation of these findings.
Practical implications
The main implication of the authors' findings for retailers is that an understanding of the internal categorization structures underlying consumers' product similarity judgments will enable them to organize their shelf space layout to match the way it is processed by consumers. Furthermore, the findings suggest that high‐knowledge consumers may be selectively targeted by using store layouts arranged on the basis of complex structures, while low‐knowledge consumers may be selectively targeted using store layouts organized on the basis of simple structures.
Originality/value
The main contribution of this paper to the existing literature on perceptual organization is an analysis of the influence of price on respondents' internal categorization structures, when price is considered a key variable in the formation of consumers' impressions of a product. Furthermore, in the novel context of the wine category, the authors describe the moderating effect of two variables, involvement and knowledge, on the results of previous literature on perceptual organization. These two variables have potential as segmentation criteria to enable category managers to tailor their products to target markets. Secondly, though no less importantly, the authors accompany the qualitative additive tree methodology used to derive the perceived structures with an analysis of variance to achieve a more objective interpretation of the additive trees.
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Raquel Chocarro, Monica Cortiñas and Maria Luisa Villanueva
The purpose of this study is to identify customer-specific differences in a general model of e-loyalty taking into account the existence of unobserved heterogeneity. Specifically…
Abstract
Purpose
The purpose of this study is to identify customer-specific differences in a general model of e-loyalty taking into account the existence of unobserved heterogeneity. Specifically, this paper aims to test for the presence of customer heterogeneity; assess the impact of potential bias when there is no control for heterogeneity; analyse the distinct customer segments that emerge from the empirical estimation of the model; and describe the segments by their demographic and psychological characteristics.
Design/methodology/approach
Panel data from a survey of online shoppers are used in a post hoc segmentation method, which will enable us to identify segments, while estimating the parameters by means of structural equation models.
Findings
Three distinct consumer segments emerge. The relative importance of e-loyalty and e-satisfaction is significantly determined by consumers’ shopping styles.
Originality/value
This study highlights the need to consider unobserved customer heterogeneity when attempting to explain satisfaction and loyalty development processes in the retail context in general and e-commerce in particular. To the authors’ knowledge, this is the first time this approach has been used to analyse the impact of customer heterogeneity on e-satisfaction and e-loyalty.
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Opeyemi Femi-Oladunni, Pablo Ruiz-Palomino and Israel Roberto Pérez Jiménez
This study aims to identify how Spanish consumers’ extrinsic preferences for food have evolved by examining the extant literature on food preferences in Spain, focusing on…
Abstract
Purpose
This study aims to identify how Spanish consumers’ extrinsic preferences for food have evolved by examining the extant literature on food preferences in Spain, focusing on food-related attributes and food-related values.
Design/methodology/approach
This study is based on a synthetic review of the extant academic literature on Spanish consumer preferences for food-related attributes and food-related values from the mid-20th to the 21st century. This study uses key economic and social milestones that are most likely to influence food value chain actors to show how consumer preferences have evolved over the study period.
Findings
Spanish consumer food attribute preferences expanded as the food sector of the nation continued to grow, and value preferences showed a similar pattern from the mid-20th to the 21st century. The drivers of these preferences were trust, lifestyle, education (campaigns), sociodemographic factors and purchasing power.
Originality/value
Evaluating the extant literature’s contribution to consumer preferences for food-related attributes and values is important because it can aid in understanding the hierarchy and variety of consumers’ food preferences as well as the factors that drive these preferences. To the best of the authors’ knowledge, this study is the first to explore how Spanish consumer preferences evolved between the mid-20th and 21st centuries.