International Journal of Retail & Distribution Management

Schwendtner, Teresa; Amsl, Sarah; Teller, Christoph; Wood, Steve

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-01-2023-0029

Different age groups display different shopping patterns in terms of how and where consumers buy products. During times of crisis, such behavioural differences become even more striking yet remain under-researched with respect to elderly consumers. This paper investigates the impact of age on retail-related behavioural changes and behavioural stability of elderly shoppers (in comparison to younger consumers) during a crisis.Design/methodology/approachThe authors surveyed 643 Austrian consumers to assess the impact of perceived threat on behavioural change and the moderating effect of age groups. Based on findings from this survey, they subsequently conducted 51 semi-structured interviews to understand the causes of behavioural change and behavioural stability during a crisis.FindingsElderly shoppers display more stable shopping behaviour during a crisis compared to younger consumers, which is influenced by perceived threat related to the crisis. Such findings indicate that elderly shoppers reinforce their learnt and embedded shopping patterns. The causes of change and stability in behaviour include environmental and inter-personal factors.Originality/valueThrough the lens of social cognitive theory, protection motivation theory and dual process theory, this research contributes to an improved understanding of changes in shopping behaviour of elderly consumers, its antecedents and consequences during a time of crisis. The authors reveal reasons that lead to behavioural stability, hence the absence of change, in terms of shopping during a crisis. They further outline implications for retailers that might wish to better respond to shopping behaviours of the elderly.

Beacom, Emma; Bergin, Annmarie

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-08-2023-0494

This study identifies benefits and challenges of PL partnerships, and recommendations to improve the PL partnership process.Design/methodology/approachQualitative data was collected via semi-structured interviews (n = 8) with Irish PL retail buyers (n = 4) and producers (n = 4). Data was coded and thematically analysed.FindingsThree key themes were identified. Theme 1 provides an overview of the benefits of PL partnerships for producers (e.g. volume driven orders, increased efficiencies) and for retailers (e.g. unique products, meeting consumer demand). Theme 2 presents challenges of PL partnerships specific to small and large producers (e.g. small producers may need significant investment to upgrade facilities, while larger producers may require significant volume to justify adaptation of production lines). Challenges common to both (e.g. risks related to short-term contracts, concerns about brand identity) are also discussed. Theme 3 summarised recommendations for successful PL partnerships generally (e.g. setting clear expectations and goals, building rapport and trust), and recommendations specific to producers and buyers specifically (e.g. producers should diversify customers to reduce risk, and retailers should communicate needs and direction).Originality/valueThere is currently limited research on PL partnerships between producers and retailers. This study addresses this gap by identifying key aspects for producers to consider when entering PL partnerships and key aspects for retailers to be aware of to help improve the attractiveness and success of these partnerships.

Won, Yujeong; Jung, Hye Jung; Lee, Yuri

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-06-2023-0370

The study applied the information system success model (ISSM) to investigate the influence of information system qualities (ISQs) on consumer responses related to sustainable fashion consumption in the context of comparing 3D VR store and 2D website.Design/methodology/approachThis study designed a questionnaire to measure five ISQs (usefulness, diversity, functionality, reliability and tangibility), immersion in messages and purchase intention. 270 data from women consumers of online fashion stores were collected using Macromill Embrain. Structural equation modeling with Amos 21 and process macro model 7 with SPSS 26 were used for analysis.FindingsThis study suggested the relevance of usefulness, diversity, reliability and tangibility among ISQs in evoking immersion in sustainable fashion messages and stimulating the purchase intention. In the moderation of website technology types, the effects of usefulness and tangibility on the immersion in sustainable fashion messages were stronger in 3D VR than 2D condition.Originality/valueThe study is meaningful as an initial study that identified the ISQs of online fashion stores by dividing the type of technology into 3D VR and 2D. We offer insights about the relevance and applicability of immersive VR technology in promoting sustainable fashion consumption and show the potential of online VR store as a new kind of sustainable fashion retail space.

Elg, Ulf

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-10-2023-0625

This study investigates how global retailers develop sustainability through network interactions that influence institutionalized sustainability perceptions. The findings enable retailers to drive sustainability systematically and understand the critical internal and external issues.Design/methodology/approachThe study investigates how retailers can work to increase support for sustainability through the normative, cognitive, and regulative institutional pillars. The network perspective suggests the need to offer relevant resources, involve influential actors and perform supporting activities to mobilise stakeholders. Empirically, qualitative case studies of IKEA and Hennes & Mauritz were conducted.FindingsBased on the network and institutional perspectives, the study identified nine fields that retailers can use to develop sustainability internally and in their networks. The study shows that they can mobilise actors, resources, and activities to change institutionalised values and practices.Originality/valueThe developed model provides guidelines on how to systematically work with sustainability. The broad view developed is particularly relevant considering that most of the existing research on global firms and sustainability focuses on a narrow research problem without relating it to sustainability as a complex and overarching phenomenon.

Koers, Lisanne; Steffens, Solveigh; Tamerus, Saskia; Forslund, Helena

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-04-2023-0275

Product-as-a-Service (PaaS) has the potential to enable closed-loop supply chains (CLSC) and decrease environmental impact, but it is only applied on a small scale. The purpose of this paper is to explore and develop a framework of challenges and corresponding mitigations encountered by Business-to-Consumer (B2C) retailers when transitioning to PaaS.Design/methodology/approachData collection drew on a qualitative interview study with two industry experts and four PaaS B2C retailers from different Dutch industries.FindingsA framework was developed linking 26 challenges in eight clusters—financial, product-related, supply chain-related, consumer-related, human resources, research and development/technology, regulatory and industry-related—to 24 mitigations. The mitigations were elaborated, and theoretical insights for matching challenges with mitigations were provided.Research limitations/implicationsThis study expands PaaS literature to the generally under-researched retail context. It contributes to CLSC literature by applying it to a less-studied context, thereby revealing many supply chain-related challenges and mitigations encountered by B2C retailers.Practical implicationsThe framework offers practical guidance to retail managers for overcoming or preventing challenges in PaaS, in their endeavours toward adopting environmentally sustainable practices.Social implicationsThe study creates awareness about environmental sustainability and the potential to reduce societal impact, in which a PaaS-enabled CLSC is one step.Originality/valueStudying PaaS and CLSC in a retail context is timely and novel.

Vadruccio, Roberta; Seghezzi, Arianna; Tumino, Angela

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-06-2023-0408

The retail landscape is dramatically changing due to a series of socio-economic and technological challenges, which can be faced through the adoption of smart technologies. Accordingly, a significant number of publications in this field have been produced, albeit with fragmented results. Therefore, this paper aims at both providing a clear and organised overview of the main smart technologies for physical retailing, in terms of application fields and expected impact, while identifying the major shortcomings and future research avenues.Design/methodology/approachThe research conducts a systematic review of the literature concerning the assimilation of smart technologies within physical retail environments, resulting in the analysis of 103 papers published from 2005 to 2023. The review highlights (1) the main smart technologies employed in retail stores, (2) their application area and (3) the beneficiaries of their adoption. Accordingly, these three aspects are initially assessed independently and then examined in combination.FindingsThe analysis presents a comprehensive list of 16 key technologies (what) that can support a wide range of processes, spanning from back-end functions to front-end activities, also enabling the connection with online channels (where), catering several and different benefits (why) to both customers and retailers (who). Besides, the research points out many uncovered topics that could be addressed by the academic community.Originality/valueTo the best of the authors’ knowledge, the review is the first one in the literature offering a thorough and organised overview of the different available technologies for in-store application and their impact on physical retail processes.

Osakwe, Christian Nedu; Říha, David; Elgammal, Islam Mahmoud Yousef; Ramayah, T.

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-09-2023-0552

Large supermarket chains are adopting customer-service robots to improve service delivery in physical stores. Successful deployment of these robots depends on shoppers' willingness to interact with them, requiring an understanding of influencing factors. This study, grounded in the Cognitive-Affective-Normative (CAN) theory, seeks to systematically explore the factors influencing Gen Z shoppers' willingness to interact with customer-service robots.Design/methodology/approachA hybrid approach combining Structural Equation Modeling (SEM) and Necessary Condition Analysis (NCA) was employed to analyze survey data collected from 945 Gen Zs in the Czech Republic.FindingsThe results from SEM highlight significant cognitive, normative, and affective factors that influence the intention of Gen Z shoppers to interact with a customer-service robot. Specifically, cognitive factors such as effort and performance expectancy, along with normative factors like subjective norms, emerged as critical determinants. Furthermore, affective factors such as technology anxiety and positive emotions significantly influence users' readiness to use customer-service robots for service requests. The study also underscores that positive emotions, effort expectancy, performance expectancy, and subjective norms are vital prerequisites for interacting with customer-service robots.Originality/valueThe originality of this work lies in its two significant contributions to the burgeoning field of SRs in retail literature. First, it extends the CAN theory to the context of SRs among Gen Z shoppers in Czechia, thereby enriching the existing literature on SRs in retail. Second, by employing a hybrid analytical approach, our research offers both empirical and methodological advancements, providing rigorous insights crucial for enhancing the understanding of the pivotal factors influencing shoppers' interactions with SRs in physical store environments.

Mpinganjira, Mercy; Dlodlo, Nobukhosi; Idemudia, Efosa C.

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-04-2023-0237

In the quest to build a sense of human contact, e-retailers are increasingly depending on the scalability of chatbots to promote assistive dialogue during online shopping. Not much is known about the experiential value of customer interaction. This research proposes and evaluates a conceptual model for understanding the value perceptions emanating from the experiences of fashion shoppers utilising e-retail chatbots.Design/methodology/approachData were collected using an online survey administered to 460 online panellists. Structural equation modelling was used to test the proposed research model.FindingsContinued chatbot use intentions (CUIs) are influenced positively by perceived hedonic and utilitarian experiential value. Perceived social experiential value had a negative effect on shoppers’ continued intention to use the chatbot. Both perceived chatbot anthropomorphism and perceived chatbot intelligence positively and significantly affect shoppers’ experiential value while perceived chatbot risk yields a significantly negative effect.Social implicationsBy using conversational artificial intelligence chatbots, engagement at e-retail stores can be driven based on the user data and made more interactive.Originality/valueThe study introduces an e-retail chatbot model which asserts the power of selected chatbot attributes as catalysts of shoppers’ experiential value. Cumulatively, the model is a first-step approach providing a novel and balanced (both positive attributes and negative risks) view of chatbot continued use intentions.

Hedegård, Lars

2024 International Journal of Retail & Distribution Management

doi: 10.1108/ijrdm-05-2023-0300

This paper aims to identify marketing strategies incentivizing consumers to purchase used goods and explain how socio-material arrangements frame second-hand retail (SHR). The growing significance and professionalization of SHR underscore the pivotal role of marketing, necessitating an exploration of how second-hand stores can stimulate the consumption of used items.Design/methodology/approachEthnographically inspired fieldwork was conducted across a second-hand shopping mall with 17 stores in Sweden, utilizing actor-network theory (ANT) concepts to examine marketing activities and how these form strategies.FindingsThe findings reveal two marketing strategies: enrolling sustainability supporters and second-hand shoppers. Additionally, the findings provide examples of how SHR can be framed as environmentally friendly, socially sustainable, value for money, creatively experiential and facilitating sustainable consumer behavior.Practical implicationsUnderstanding the framing processes inherent in second-hand retailing presents opportunities to reinforce the transition to a circular economy. Second-hand retailers can leverage marketing to imbue used goods with greater significance for consumers, which necessitates marketing competencies.Originality/valueThe paper delves into activities that enhance the attractiveness of used goods, a research area that warrants increased attention.