The purpose of this paper is to add to current knowledge of online customer experience (OCE) by examining various drivers and outcomes of online grocery shopping experience that…
Abstract
Purpose
The purpose of this paper is to add to current knowledge of online customer experience (OCE) by examining various drivers and outcomes of online grocery shopping experience that can help researchers and retailers answer the pressing question: “Why do online grocery customers stay or switch?”
Design/methodology/approach
This study applied netnography and critical incident analysis to a pool of 1,004 reviews captured from forum and review sites dedicated to online grocery shopping.
Findings
Two broad dimensions of OCE, four attributes and 13 factors corresponding to shoppers’ psychological states and their utilitarian and hedonic orientations emerged from the data analysis. The proposed framework, containing these four attributes and corresponding 13 factors, captures the consumers’ intention to stay with the current retailer or switch.
Research limitations/implications
The study contributes to existing knowledge of OCE by providing a dynamic and yet holistic framework that encompasses experiential states and utilitarian or hedonic orientations in an online grocery context. Although its contributions are valuable to both researchers and practitioners, further quantitative analysis is needed to validate the findings.
Practical implications
In addition to providing superior customer experience by implementing the various drivers of OCE identified here, online grocery retailers can use the study findings as a strategic guide toward building a frictionless and pleasurable shopping experience.
Originality/value
The study employs netnography and critical incident technique to identify experiential attributes such as reliability, responsiveness, return and refund, which are unique OCE attributes in online grocery, a relatively unexamined field of retailing.
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Reema Singh and Magnus Söderlund
This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to…
Abstract
Purpose
This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping.
Design/methodology/approach
A mixed-methods approach was used; linguistic inquiry and the word count (LIWC) method captured qualitative aspects of consumers’ grocery shopping experience, whereas partial least square-structure equation modeling tested hypotheses regarding antecedents to consumers’ overall online grocery shopping experience.
Findings
The PLS-based analysis confirmed the qualitative insights, establishing the significance of customer service, which accounted for 68% variance in the overall experience and 42% variance in customer satisfaction, along with other experience antecedents such as website, product and delivery.
Research limitations/implications
Future researchers could further analyze experience as a dynamic process focusing on consumer and retailer brand-focused constructs, specifically focusing on creating a holistic understanding of customer service that establishes coherence between retailers’ marketing values and their customer service.
Practical implications
Managers should acknowledge the importance of customer service in creating a satisfying customer experience, and they should respond to consumer concerns, resulting in enhanced brand-related experience.
Originality/value
Responding to the call for a better understanding of customer service, this study brings out the challenges online grocery shoppers are facing in terms of customer service and empirically establishes customer service as a key driver of customer experience, thereby extending the earlier work on customer service and online customer experience.
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Given the growing prominence of voice-activated artificial intelligent devices (VAIs) as the strategic market-facing technology for grocery purchases, this article aims to bring…
Abstract
Purpose
Given the growing prominence of voice-activated artificial intelligent devices (VAIs) as the strategic market-facing technology for grocery purchases, this article aims to bring together theories on anthropomorphism, trust, emotional attachment, self-connection and self-disclosure in one conceptual framework establishing that consumer–VAI relationship has significant implications for grocery purchase satisfaction and intention to repurchase using VAIs.
Design/methodology/approach
The study tested seven hypotheses through a survey-based approach comprising of two studies.
Findings
The study empirically supports VAI anthropomorphism and trust in VAIs as predictors of consumer–VAI emotional attachment and establishes the moderating role of consumer self-disclosure. Consumer–VAI self-connection resulting from emotional attachment results in grocery purchase satisfaction and intention to repurchase using VAIs.
Research limitations/implications
The article offers a novel perspective on consumer–VAI relationships and the use of VAIs for grocery purchases. It establishes an agentic role of consumers when ordering groceries using VAIs, creating a deeper understanding of how consumer–VAI emotional attachment results in extensions of consumers’ self-identity, resulting in purchase satisfaction and repurchase intention using VAIs.
Practical implications
Establishing a consumer–VAI relationship, the article brings out the strategic importance of VAIs for marketers in grocery purchases and repurchases, which can be extended to other purchases.
Originality/value
The article offers a new perspective on establishing VAIs as strategically important market-facing devices by examining consumer relationships with VAIs and offering valuable insights on how consumer emotional attachment with VAIs results in satisfaction and intention to repurchase using VAIs.
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Reema Nayyar, Pratyush Yadav, Rupashree Baral, Mahima Raina and Lalatendu Kesari Jena
This study aims to explore the emergence of workplace spirituality (WPS) in Indian organisations through a systematic literature review by unwrapping the past, present and future…
Abstract
Purpose
This study aims to explore the emergence of workplace spirituality (WPS) in Indian organisations through a systematic literature review by unwrapping the past, present and future state of WPS research in the Indian context. The data was covered for 15 years (2008–2023) and spread across 116 studies screened from Scopus, Web of Science and EBSCO.
Design/methodology/approach
Theory-context-characteristics-methods (TCCM) framework analysis and topic modelling (bidirectional encoder representations from transformers [BERT] analysis) techniques were adopted for a systematic exploration of theoretical underpinnings, contextual relevance, characteristic features and methodological rigour within the domain of WPS and analysis of the literature’s emerging trends and thematic patterns, respectively.
Findings
Using the TCCM framework, this study analysed the dominant theories applied in WPS literature within the Indian context, including social exchange theory and self-determination theory. In addition, this review highlights the key industries, variables and methodologies that have been the focus of prior research. Using BERT, this study clustered the textual data and identified three thematic patterns in the literature. By analysing past and current studies, this study identified potential gaps that future research could address, as guided by the TCCM framework.
Originality/value
To the best of the authors’ knowledge, this is one of the initial literature reviews focused on country-level studies adopting two techniques to bring more rigour: TCCM and BERT analysis.
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Reema Khaled AlRowais and Duaa Alsaeed
Automatically extracting stance information from natural language texts is a significant research problem with various applications, particularly after the recent explosion of…
Abstract
Purpose
Automatically extracting stance information from natural language texts is a significant research problem with various applications, particularly after the recent explosion of data on the internet via platforms like social media sites. Stance detection system helps determine whether the author agree, against or has a neutral opinion with the given target. Most of the research in stance detection focuses on the English language, while few research was conducted on the Arabic language.
Design/methodology/approach
This paper aimed to address stance detection on Arabic tweets by building and comparing different stance detection models using four transformers, namely: Araelectra, MARBERT, AraBERT and Qarib. Using different weights for these transformers, the authors performed extensive experiments fine-tuning the task of stance detection Arabic tweets with the four different transformers.
Findings
The results showed that the AraBERT model learned better than the other three models with a 70% F1 score followed by the Qarib model with a 68% F1 score.
Research limitations/implications
A limitation of this study is the imbalanced dataset and the limited availability of annotated datasets of SD in Arabic.
Originality/value
Provide comprehensive overview of the current resources for stance detection in the literature, including datasets and machine learning methods used. Therefore, the authors examined the models to analyze and comprehend the obtained findings in order to make recommendations for the best performance models for the stance detection task.
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Samina Qasim, Waqar Ahmed and Reema Frooghi
Environmental performance (EnPerf) needs to be critically studied so organizations can understand enhancing it. The purpose of this study is mainly to examine and explain the…
Abstract
Purpose
Environmental performance (EnPerf) needs to be critically studied so organizations can understand enhancing it. The purpose of this study is mainly to examine and explain the influence of beliefs and values of the human resources regarding religiosity (REL) and workplace spirituality (WS) on shaping an environmentally friendly work culture comprising environmental ethics (EE) and environmental passion (EP), to enhance EnPerf.
Design/methodology/approach
A survey methodology was used, and 316 responses were collected from the employees working in industries on the top list of polluting the environment using purposive sampling. Structural equation modeling was deployed to test the hypotheses.
Findings
This research is conducted to identify specific relationships of variables with the environment. It was discovered that WS affected EP and EE, positively affecting EnPerf.
Research limitations/implications
This study guides organizations and their management to adopt WS, EE and EP, as these all increase EnPerf in the organization.
Originality/value
Not much work has been conducted on the environmental culture based on REL and WS, using the ability-motivation-opportunity theory. This research analyzes employees’ intrinsic factors, such as REL and WS, to develop EP and EE. Thus helping to comprehend how they can use to enhance EnPerf, which is the current priority for the organizations.
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Reema Shah, Kavita Laghate and Anshita Chelawat
This study aims to construct a theoretical framework that combines the Technology Acceptance Model (TAM) and other variables related to life insurance adoption among customers…
Abstract
Purpose
This study aims to construct a theoretical framework that combines the Technology Acceptance Model (TAM) and other variables related to life insurance adoption among customers. This will explain the factors that influence customers’ decisions to use Life InsurTech services in the future.
Design/methodology/approach
A hybrid method combining theory-driven analysis and thematic analysis was used for content analysis, allowing for a holistic perspective, and developing a conceptual research model.
Findings
The paper contributes significantly by creating a conceptual framework designed to understand and explain the factors that impact customers’ intentions to adopt Life InsurTech services. By emphasizing technology-related factors, behavior-related factors, knowledge-related factors and individual-related factors, one could potentially identify and explain the factors influencing the intention to use Life InsurTech services.
Research limitations/implications
The limitation of the current research is the lack of prior research on InsurTech services. This study contributes to reviewing and organizing earlier knowledge to help researchers address the key factors affecting Life InsurTech services adoption.
Practical implications
The study has suggested a conceptual framework that Life InsurTech managers can use to implement the effective adoption of Life InsurTech services.
Social implications
With the significant importance of life insurance for consumers as well as for the country’s economic development and the advent of InsurTech innovations, there is a need to understand the online life insurance purchase behavior of consumers.
Originality/value
The outcomes presented in this study will lay the groundwork for future investigations that aim to address the research question regarding the factors influencing customers’ intentions to utilize Life InsurTech services. With very few studies conducted on InsurTech services, this novel study proposes a new conceptual framework to better understand the adoption of Life InsurTech services.
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Carys Jane Egan-Wyer, Steve Burt, Jens Hultman, Ulf Johansson, Alice Beckman and Clara Michélsen
The study aims to explore how concept stores (theoretically) differ from other experience-based retail formats, and hence, how they (practically) contribute to a diversified…
Abstract
Purpose
The study aims to explore how concept stores (theoretically) differ from other experience-based retail formats, and hence, how they (practically) contribute to a diversified retail store portfolio.
Design/methodology/approach
Case study based on semi-structured, qualitative interviews with seven IKEA retail managers, three industry experts and 26 customers of IKEA concept stores in London and Stockholm.
Findings
The concept store represents a conceptual departure from other experiential store formats. It is neither fully experiential in the sense that it is not only about marketing communications nor is it sales or profit-focused. Its aim is to be an accessible touchpoint that reduces friction on a diversified customer journey with its value to the retail portfolio being that it attracts new and latent customers, mitigates existing inhibiting factors and drives them to other touchpoints.
Research limitations/implications
Ideas about the different characteristics of new store formats and their potential to shape the customer experience are extended. New formats reflect innovation in retailing and are part of a retail portfolio which generates different customer expectations and determinants from traditional store formats which provide the customers' existing reference point.
Practical implications
The contributions of new formats should be evaluated in light of other existing formats in the portfolio and not isolated. This is particularly true when considering format cannibalisation and the potentially extended customer journey that arises when customers use traditional format stores and new concept format stores simultaneously.
Originality/value
Previous research, using sales metrics and market-based results as performance determinants, suggests negative outcomes for format diversification. Our study suggests that the contributions of the concept store format should be viewed from an overall customer journey perspective and the “performance” of different format based touchpoints are not best captured through traditional sales evaluation methods.