| 1. |
- Andersson K, Pernille, et al.
(author)
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The effect of gaze on consumers’ encounter evaluation
- 2016
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 44:4, s. 372-396
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Journal article (peer-reviewed)abstract
- Purpose – The research concerns the effect of frontline employees’ averted or direct gaze on consumers’ evaluation of the encounter. The purpose of this paper is to demonstrate that in normal interactions, a direct or averted gaze affects people’s evaluation of others. The question was whether this finding would hold true in commercial interactions.Design/methodology/approach – The authors conducted three experiments using a written scenario with a photograph among a total sample of 612 participants.Findings – This research showed that consumers’ social impression of the frontline employees mediated the effect of the employees’ gazing behaviour on consumers’ emotions and satisfaction with the encounters. The findings also showed that averting gaze had a negative effect on consumers’ first impression of the frontline employee, which affected consumers’ satisfaction with the encounter. The findings also showed that a direct gaze had a negative effect on encounter satisfaction when consumers sought to purchase embarrassing products.Originality/value – The research demonstrated that the effect of gaze on encounter satisfaction was mediated by the social impression and moderated by consumers’ approach/avoidance motivation.
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| 2. |
- Björklund, Maria, et al.
(author)
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Exploring logistics-related environmental sustainability in large retailers
- 2016
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 44:1, s. 38-57
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Journal article (peer-reviewed)abstract
- Purpose– The purpose of this paper is to explore and illustrate ways in which the world’s largest retailers describe their logistics-related environmental considerations, their environmental indicators applied to measure the effects of these considerations and their environmental consciousness in their CSR reports.Design/methodology/approach– Classification models are developed via a literature review on logistics-related environmental considerations, indicators and consciousness. A content analysis approach is then applied to examine CSR reports from 12 of the world’s largest retailers.Findings– Few retailers show environmental considerations in all logistics activities, but purchasing is especially well described. Even if many retailers claim to use the Global Reporting Initiative (GRI) framework, no one uses is completely. Judging consciousness from CSR reports raised a number of questions.Research limitations/implications– A contribution to theory is the development of two classification models. The first provides a description structure for environmental considerations related to logistics activities. The second expands the GRI indicator framework by incorporating a structure for logistics activities.Practical implications– The classification models developed can be an important mean for managers and also consumers to judge the environmental sustainability of retailers by their CSR reports.Social implications– The study makes a social contribution with its input on sustainability and especially environmental issues.Originality/value– Few studies have focused upon environmentally sustainable logistics in retail chains, and even fewer address how to measure environmental sustainability in this context.
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| 3. |
- Caboni, Federica, et al.
(author)
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How the COVID-19 pandemic may accelerate millennials’ adoption of augmented reality
- 2022
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 50:13, s. 95-115
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Journal article (peer-reviewed)abstract
- Purpose: Augmented reality (AR) technology currently plays a central role in the retail sector, rapidly changing consumers’ behaviours and retailers’ strategies. The purpose of this paper is to identify the behavioural changes that have occurred due to the coronavirus disease 2019 (COVID-19) pandemic in the retail sector, and how AR technology can be used as a valid and useful response to these new consumer habits.Design/methodology/approach: Exploratory research was conducted to determine how AR has helped people shop differently than they did before the coronavirus disease 2019 (COVID-19) pandemic by evaluating two retail-sector AR applications (apps). In-depth interviews were conducted and assessed using thematic analysis.Findings: This paper identifies a new paradigm involving COVID-19 and AR by identifying several factors that are related to the rapid spread of COVID-19 and have modified consumers’ shopping habits. Additionally, it shows how interactive technologies, such as AR, are useful tools that can be employed to overcome retailing crises driven by external environmental factors, such as COVID-19, and enhance shopping experiences.Originality/value: This research reveals the role of AR technologies in transformed economic and social contexts. By investigating the COVID-19 pandemic and its associated consequences, i.e. isolation, quarantines and lockdowns; the fear of contracting the virus and the new needs of people to shop while social distancing, this study enriches AR research with a fourth characteristic, augmented social distance.
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| 4. |
- Disse, Isabel Kittyma, et al.
(author)
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Uncovering the gamified customer experience in the retail environment
- 2023
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 51:7, s. 955-971
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Journal article (peer-reviewed)abstract
- Purpose: Retailers increasingly are using gamification to make the customer experience (CX) more exciting and encourage favourable customer outcomes. This paper aims to conceptualise the gamified customer experience (GCX), including relevant affordances, and investigate its effects on key customer outcomes, as well as its influential factors. Design/methodology/approach: The authors conducted a qualitative interview study with retail customers and gamification experts, plus a scenario-based experiment to test the hypotheses. Findings: Five distinct affordances induced by game elements in retail have led to a more exciting CX. The connections between these affordances and the holistic CX have led to a GCX that influences customer engagement, satisfaction and brand attitude. This effect is dependent on different factors, e.g. retail brand personality, customers’ shopping motivation and fear of manipulation. Originality/value: This study contributes to retail research by conceptualising the GCX phenomenon and providing a summary of relevant affordances. It further provides insights into the GCX’s effects on customer outcomes and influential factors, some of which have been ignored in previous research
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| 5. |
- Ekwall, Daniel, 1974, et al.
(author)
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Cargo theft at non-secure parking locations
- 2015
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In: International Journal of Retail and Distribution Management. - 0959-0552 .- 1758-6690. ; 43:3, s. 204-220
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to examine the patterns of reported cargo thefts at non-secure parking facilities in Europe, the Middle East, and Africa (EMEA) with respect to stolen value, frequency, incident category, and modi operandi.Design/methodology/approach – This study is based on a system-theoretical approach that emphasizes on a holistic rather than an atomistic view. The research method used in this paper is deductive; the analysis is based on data obtained from the incident information service (IIS), a database of transport-related crimes from the Transported Asset Protection Association (TAPA) in the EMEA region. The results are analysed and discussed within a frame of reference based on supply chain riskmanagement (SCRM) and criminology theories.Findings – We found that 97 per cent of all attacks during a stop occur at non-secure parking locations. Cargo thefts at these locations are more of a volume crime than high-value thefts. Seasonal variations were seen in these thefts, and the most common type was an intrusion on weekdays during winter.Research limitations/implications – This study is limited by the content of and the classifications within the TAPA EMEA IIS database.Practical implications – This paper is directly relevant to the current EU discussions regarding the creation of a large number of secure parking facilities in the region.Originality/value – This is one of the first papers in the field of SCRM that utilizes actual crime statistics reported by the industry to analyse the occurrence of cargo theft by focusing on the non-secure parking aspect in the transport chain.
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| 6. |
- Ellström, Daniel
(author)
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Supplier integration in the assortment management of builders’ merchants
- 2015
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 43:7, s. 634-651
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to explore supplier integration in the assortment management of builders’ merchants (BMs) by identifying potential factors enabling supplier integration and potential factors mediating the success of supplier integration.Design/methodology/approach – A qualitative case study method was used, in which interviews and participative observations were conducted with a timber supplier and BMs in the UK.Findings – The likelihood that a supplier and a retailer will implement supplier integration is positively affected by the retailer’s format as a large chain with several product categories represented in its stores and the retailer’s trust in the supplier. Effectiveness and efficiency of supplier integration is mediated by the number of different retail formats represented by the retailers, the ability of the supplier to determine cost drivers in its operations and a homogeneous market, meaning that local circumstances have limited effect on demand.Research limitations/implications – The findings are exploratory and further testing of the propositions, using a wider empirical sample, is required. The paper extends theories relating to resource complementarity and suggests that a resource complementarity framework can be applied in relationships other than alliances.Practical implications – This paper suggests when incorporation of supplier resources is possible to implement and when it is likely to succeed.Originality/value – This paper uses a contingency perspective to explore supplier integration and targets individual buyer-supplier relationships. It uses a dyadic perspective and considers how supplier integration affects the dyad, rather than only the buyer.
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| 7. |
- Forslund, Helena, 1964-
(author)
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Exploring logistics performance management in supplier/retailer dyads
- 2014
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 42:3, s. 205-218
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Journal article (peer-reviewed)abstract
- Purpose – The first purpose of this study is to explore logistics performance management practices and lessons learned in some supplier/retailer dyads across retail industries. A second purpose is to suggest a continued research agenda for logistics performance management across retail industries.Design/methodology/approach – Case studies are conducted in four supplier/retailer dyads in different retailing industries in Sweden. The analysis is of a cross-case character and uses a pattern matching approach.Findings – Large differences in practices within and between dyads are found. Some problems were indicated: lack of trust; difficulties in developing a collaborative culture; difficulties in relating metrics to customer value and lacking IT support. A previously unknown obstacle, the internal collaboration with category management, was identified. A good example was found in an industry standard. State-of-the-art descriptions, international comparisons, exploring the interface with the stores and combating identified problems were found to be relevant topics for continued research.Research limitations/implications – The limitations are mainly related to the small number of cases, but since the purpose of this study is exploratory, this should be acceptable. The theoretical contribution is a first step in the expansion of knowledge on logistics performance management from manufacturing to retailing companies.Practical implications – The practical contribution includes insights in the shape of descriptions and lessons learned in different retail industries.Originality/value – No identified study has explored logistics performance management as a whole across retail industries with a dyadic approach.
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| 8. |
- Forslund, Helena, 1964-
(author)
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Performance management process integration in retail supply chains
- 2015
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In: International Journal of Retail & Distribution Management. - : Emerald Group Publishing Limited. - 0959-0552 .- 1758-6690. ; 43:7, s. 652-670
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Journal article (peer-reviewed)abstract
- Purpose– The purpose of this paper is to explore and generate propositions of factors that affect the degree of performance management process integration in retail supply chains.Design/methodology/approach– The performance management processes of two retail supply chains were explored and their degree of process integration was classified. Differences in the degree of performance management process integration and affecting factors lead to the generation of five propositions.Findings– Dependence, brand importance, business process integration, performance demand and the existence of a performance management standard seem to be positively related to the degree of performance management process integration in the relation. Both factors that affect process integration in general and performance management process integration specifically are included. Some insights on integration in a vertically integrated retail chain were provided.Research limitations/implications– This study has specified the knowledge in process integration to the performance management process and expanded it into a retail context. It has generated a number of propositions on factors that affect the degree of performance management process integration, including a factor that was not found in previous research on manufacturing supply chains. The contribution to process integration theory is however limited until the propositions are validated in a broader study.Practical implications– Knowledge in affecting factors is useful when “performance management managers” need to communicate integration ambitions with other managers within and outside their own company. The detailed descriptions of performance management processes and integration practices can serve as inspiring benchmarks, as in the daily groceries supply chain, where the industry standard is especially interesting. They can also indicate practices to avoid, as in the home textiles supply chain. Another managerial take-away is the need to handle each relation, manufacturer-wholesaler and wholesaler-retailer store, with their specific affecting factors in specific ways.Originality/value– Previous knowledge on performance management process integration is mainly based on manufacturing companies. This study expands existing knowledge into a retail context.
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| 9. |
- Fuentes, Christian, 1978
(author)
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Images of Responsible Consumers: Organizing the Marketing of Sustainability
- 2015
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In: International Journal of Retail & Distribution Management. - 0959-0552 .- 1758-6690. ; 43:4-5, s. 367-385
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to examine and explain what organizes the marketing of retail sustainability. Design/methodology/approach – Theoretically, this paper takes a marketing-as-practice approach and makes use of practice theory to conceptualize the marketing of sustainability. Methodologically, an ethnographic study of three Swedish retail chains and their marketing work has been conducted. Interviews with management, observations made at the stores of these three retailers and various marketing texts and images produced by these retailers form the material analysed. Findings – This paper illustrates three different ways of marketing and enacting sustainability. It shows that sustainability is framed differently and, indeed, enacted differently in order to fit various ideas about who are the responsible consumers. The argument is that rather than consumer demand, supply pressure or media scandals, the marketing of sustainability is in each of the cases studied configured around a specific notion of the responsible consumer. What sustainability work is marketed, through which devices it is marketed, and how it is framed is guided by an idea of whom the retailers’ responsible consumers are, what their lifestyles are, and what they will be interested in. Images of responsible consumers work as configuring agents around which retailing activities and devices are organized. Originality/value – The paper provides an in-depth analysis of the marketing of sustainability and offers a new explanation about what it is that influences the various approach to sustainable marketing taken by retailers.
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| 10. |
- Fuentes, Christian, 1978, et al.
(author)
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Sustainability Service In-Store: Service Work and the Promotion of Sustainable Consumption
- 2016
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In: International Journal of Retail & Distribution Management. - 0959-0552 .- 1758-6690. ; 44:5, s. 492-507
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to explore, illustrate, and conceptualize how sustainability service is performed and the role it plays in the promotion of sustainable consumption. Design/methodology/approach – Theoretically, this paper takes a practice theory approach, conceptualizing the provision of sustainability service as a set of complex, socio-material, and performative practices. Methodologically, this paper draws on an ethnographic study of a retail chain – W-Store – and its sustainability service. Interviews with management and focus group interviews with shop assistants and consumers, as well as observations made in-store, make up the material analysed. Findings – The provision of sustainability service is accomplished in this case via three service practices; arranging green shopping trails, answering sustainability questions, and promoting sustainability to green consumers in-store. The analysis shows that the retailing of sustainable products is not simply a matter of including sustainability products in the range and instructing shop assistants to promote them. Sustainability service – as enacted at W-Store – was dependent on the successful combination and configuration of human competence (service staff) and IT and organizational artefacts. There also needed to be congruence between consumers and their images and between retailers and the version of sustainability they were enacting. Finally, the provision of sustainability service required an investigative and adaptive organization capable of keeping up as well as developing vis-á-vis changing sustainability discourses and issues. However, once the necessary conditions had been met, sustainability service worked towards promoting sustainable consumption by making green shopping possible, educating consumers on sustainability issues, and motivating them via positive feedback and dialogue. Originality/value – Underscores the importance of investigating sustainability service and offers both a conceptual approach to and an analysis of this particular type of retail service work.
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