| 1. |
- Bolton, Ruth N., et al.
(författare)
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Managing a Global Retail Brand in Different Markets : Meta-Analyses of Customer Responses to Service Encounters
- 2022
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359 .- 1873-3271. ; 98:2, s. 294-314
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Tidskriftsartikel (refereegranskat)abstract
- This study investigates how retailers can leverage their brand to shape customers' satisfaction with service encounters. It develops and tests hypotheses about how brand, store, and consumer factors moderate customer responses to experience clues during retail service encounters. Six meta-regression analyses synthesize and compare results from 842 satisfaction equations describing customers' encounters with a global retailer operating 400 stores in 32 countries. The results show how customers weigh their perceptions of service encounters differently depending on brand, store, and consumer factors. In markets where customers believe the retailer has high holistic brand quality, they place less weight on experience clues within the store. In markets where customers believe the retailer's service brand promise, they place more weight on in-store experience clues. In markets where the retailer promises utilitarian value, customers weigh functional experience clues more heavily. In markets with an online purchasing channel, the effect of experience clues common to offline and online store environments is magnified, and unique clues are diminished. In addition, customers heavily weigh experience clues that fit their goals. In general, retail success factors include high brand quality (which makes customers more forgiving), a service brand promise that is mirrored in the store image (which makes customers attend to the experience clues aligned with them), and the careful monitoring and managing of retail touchpoints (to customize experience clues to each market). In this way, retailers can use customer-based strategies to effectively design and manage their global retail brand in different markets. (C) 2021 New York University. Published by Elsevier Inc. All rights reserved.
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| 2. |
- Grewal, Dhruv, et al.
(författare)
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Enhancing Customer Engagement Through Consciousness
- 2017
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359. ; 93:1, s. 55-64
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Tidskriftsartikel (refereegranskat)abstract
- Firms and academics recognize the importance of creating an engaged customer base, though an in-depth understanding of how to achieve it is limited. This article proposes that firms that use consciousness as a foundational philosophy can create a more engaging and meaningful customer experience. A retailer or service provider with foundations in consciousness has a higher purpose and values that get espoused and fulfilled throughout the organization, working in a way to optimize benefits to its multiple stakeholders (investors, employees, customers, suppliers, the environment, the community). Building on these foundations, retailers can achieve deeper engagement with customers, deliver outstanding customer experiences, create emotional connections with customers, and establish a shared identity based on a clear purpose and values.
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| 3. |
- Hietanen, Joel, et al.
(författare)
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Reimagining society through retail practice
- 2016
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Ingår i: Journal of Retailing. - : Elsevier BV. - 0022-4359 .- 1873-3271. ; 92:4, s. 411-425
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Tidskriftsartikel (refereegranskat)abstract
- Marketing scholars with sociological and anthropological leanings have made great strides in uncovering strategic and theoretical implicationsof consumer collectives and consumption-driven market phenomena. It has not been very common that their perspectives have been brought to bearon retailing practice or theory. This ethnographic study examines a highly successful, globalizing, consumer-driven pop-up retail festival for itspotential lessons about social movements. It reveals new insights into logics and potentialities for retailing as a field of affordances for reimaginingsociety and social practices. It points especially to how eruptions of ‘carnivalesque mood’ unite everyday citizens to imagine change in a highlyregulated social context and how they utilize the practice of retailing collectively to actualize societal change.
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| 4. |
- Holmqvist, Jonas, et al.
(författare)
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The Language Backfire Effect: How Frontline Employees Decrease Customer Satisfaction through Language Use
- 2019
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359. ; 95:2, s. 115-129
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Tidskriftsartikel (refereegranskat)abstract
- Extant marketing research holds that customers prefer frontline personnel to speak the customers’ first language. Furthermore, current managerial practices instruct frontline employees to either use the customers’ first language or, in international settings, to use English. Through five studies in different retail and service contexts, we identify situations where the opposite is true. The results of the first two studies suggest that if customers initiate contact in a second language, the frontline employee's switch to the customer's first language constitutes an identity threat leading customers to feel less satisfied; an effect we term the language backfire effect. Our third study extends these results to a domestic context to test for the impact of linguistic acculturation on how immigrant customers perceive frontline employees’ language switch. The fourth study replicates the findings in a real-life retail context. These results present a paradox for marketing research: although frontline employees switch to customers’ first language to accommodate them, these actions might not have the desired consequences. Having identified and described the problem of the language backfire effect, our final study introduces and verifies a managerially actionable solution: combining the language switch with a language proficiency compliment offsets the language backfire effect.
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| 5. |
- Mägi, Anne W., et al.
(författare)
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Consumers’ store-level price knowledge : Why are some consumers more knowledgeable than others?
- 2005
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Ingår i: Journal of Retailing. - : Elsevier Inc. - 1873-3271 .- 0022-4359. ; 81:4, s. 319-329
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Tidskriftsartikel (refereegranskat)abstract
- What consumers know or think they know about stores’ relative price levels is an important research area from both a societal as well as a retail perspective. This study investigates the determinants of objective as well as subjective store-price knowledge. Using structural equation modeling, the effects of price consciousness, income, education, and three forms of price-related experience on the two knowledge dimensions, as well as the relationship between objective and subjective knowledge, are tested. Whereas out-of-store price search had positive effects on both subjective and objective price knowledge, the two other types of experience, number of stores shopped, and length of residence in the market only affected objective price knowledge, indicating that the two knowledge dimensions are determined differently. Furthermore, price consciousness had a larger effect on subjective than on objective knowledge. Finally, subjective and objective store-price knowledge were not significantly related in this study.
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| 6. |
- Nejad, Mohammad G., et al.
(författare)
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Success Factors in Product Seeding : The Role of Homophily
- 2015
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Ingår i: Journal of Retailing. - : Elsevier BV. - 0022-4359 .- 1873-3271. ; 91:1, s. 68-88
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Tidskriftsartikel (refereegranskat)abstract
- This study explores the profit impact of seeding programs-giving away free new products to enhance new product diffusion. We conducted extensive agent-based simulation experiments using empirical social connectivity data from five consumer social networks. The findings suggest that the effect of consumer homophily-the similarity of adjacent consumers in a social network-on the profit impact of seeding depends on the seeding target. Consumer homophily negatively affects the profit Impact of seeding early adopters but it exhibits a U-shaped relationship with the profit impact of seeding social hubs and random seeding. The right side of the U-shaped curve (high homophily) reflects a higher profit impact when compared to the left side (low homophily). We integrate literature from sociology, social networks, and marketing to explain this finding. The results also suggest that seeding social hubs generates the greatest NPV (net present value), followed by seeding randomly chosen targets, and early adopters, in that order. Finally, we explore the optimal seeding size-the percentage of the market to seed-and discuss managerial implications for seeding strategies.
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| 7. |
- Nordfält, Jens, et al.
(författare)
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How Product Environment Brightness Contrast and Product Disarray Impact Consumer Choice in Retail Environments
- 2017
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359. ; 93:3, s. 266-282
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Tidskriftsartikel (refereegranskat)abstract
- A conceptual model is developed to predict how consumers respond to in-store displays as a function of the extent to which a product's brightness level (i.e., its perceived light-emitting quality) contrasts with that of its background environment and the product's level of disarray. We show that products whose brightness levels contrast more with those of the retail environment are more preferred because they visually "pop out" (e.g., a dark product in a brightly lit store environment). However, this preference reverses when the products that pop out appear in disarray (i.e., are perceived to have been previously touched by other shoppers). Because most stores are bright environments, darker (vs. lighter) products in disarray are more likely to be perceived as contaminated and less pleasant, leading to avoidance behaviors, evident in reduced sales and preference. Theoretical and managerial implications are discussed. (C) 2017 New York University. Published by Elsevier Inc. All rights reserved.
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| 8. |
- Nordfält, Jens, et al.
(författare)
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The Future of Retailing
- 2017
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359. ; 93:1, s. 1-6
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Tidskriftsartikel (refereegranskat)abstract
- Retailers have embraced a variety of technologies to engage their customers. This article focuses on "The Future of Retailing" by highlighting five key areas that are moving the field forward: (1) technology and tools to facilitate decision making, (2) visual display and merchandise offer decisions, (3) consumption and engagement, (4) big data collection and usage, and (5) analytics and profitability. We also suggest numerous issues that are deserving of additional inquiry, as well as introduce important areas of emerging applicability: the internet of things, virtual reality, augmented reality, artificial intelligence, robots, drones, and driverless vehicles.
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| 9. |
- Roggeveen, Anne, et al.
(författare)
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Do digital displays enhance sales? Role of retail format and message content
- 2016
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Ingår i: Journal of Retailing. - : Elsevier. - 0022-4359. ; 92:1, s. 122-131
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Tidskriftsartikel (refereegranskat)abstract
- This research examines the impact of in-store digital displays on retail sales across four different store formats. The results of three field experiments show that sales in hypermarkets are enhanced when digital displays are on. However, in supercenters and supermarkets, having the digital displays on has a minimal effect on sales, and in smaller stores (e.g., convenience stores), the digital displays have a negative impact on sales. A follow-up study confirms that the lift in sales in larger stores when the digital displays are on continues five months after their initial installation, though the lift does diminish somewhat. Furthermore, for the digital display to result in a sales lift, the message content must promote the price.
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| 10. |
- Eklund, Per, et al.
(författare)
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Layered ternary M(n+1)AX(n) phases and their 2D derivative MXene: an overview from a thin-film perspective
- 2017
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Ingår i: Journal of Physics D. - : IOP PUBLISHING LTD. - 0022-3727 .- 1361-6463. ; 50:11
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Forskningsöversikt (refereegranskat)abstract
- Inherently and artificially layered materials are commonly investigated both for fundamental scientific purposes and for technological application. When a layered material is thinned or delaminated to its physical limits, a two-dimensional (2D) material is formed and exhibits novel properties compared to its bulk parent phase. The complex layered phases known as MAX phases (where M = early transition metal, A = A-group element, e.g. Al or Si, and X = C or N) are an exciting model system for materials design and the understanding of process-structure-property relationships. When the A layers are selectively etched from the MAX phases, a new type of 2D material is formed, named MXene to emphasize the relation to the MAX phases and the parallel with graphene. Since their discovery in 2011, MXenes have rapidly become established as a novel class of 2D materials with remarkable possibilities for composition variations and property tuning. This article gives a brief overview of MAX phases and MXene from a thin-film perspective, reviewing theory, characterization by electron microscopy, properties and how these are affected by the change in dimensionality, and outstanding challenges.
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