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Salvietti, Giada; Ieva, Marco; Ziliani, Cristina
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-12-2023-4873
This study aims to advance knowledge of channel integration, a key feature of omnichannel retailing, by investigating the role of specific touchpoints in delivering a consistent integration perception.Design/methodology/approachQuantitative methods were adopted, by testing a model built on the stimulus-organism-response framework. Data collection used a panel survey across the grocery and fashion sectors (1,031 and 739 consumers, respectively). An ordinary least squares regression with clustered standard errors was conducted, combined with a multiple correspondence analysis, followed by a mediation analysis.FindingsThis study identifies touchpoints relevant for channel integration perception and shows that they differ across product category and customer types (first time vs repeat customers). Furthermore, it pinpoints touchpoints that are directly and indirectly related to patronage intention, thereby exposing the mediating role of channel integration. By drawing on categorization theory, it discusses individual touchpoints’ contribution to channel integration perception, at general level and on different customer targets.Practical implicationsThis study offers a new vision of channel integration perception that highlights touchpoints’ role. It contributes to the established channel integration quality framework by showing that integrated information is concerned not only with consistency of information across channels but also with the specific touchpoints through which such information is disseminated.Originality/valueThis study provides directly actionable managerial implications, by through strategic insights for customer journey and customer experience design/redesign and by offering a practical methodology for retailers to identify the touchpoints they can leverage to improve their customers’ channel integration perceptions – with consequences for patronage intention.
Fathali, Matineh; Heidarzadeh Hanzaee, Kambiz; Khounsiavash, Mohsen; Zaboli, Rouhollah
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-12-2023-4861
Today, the transition of retailers from multi-channel and cross-channel to omni-channel has become a necessity. Customers’ perceived shopping value is also one of the most important factors for retailers’ success. Therefore, the purpose of this paper is to develop and validate the omni-channel shopping value scale.Design/methodology/approachBased on 40 interviews (X = 18, Y = 22) and a literature review, items were generated for shopping value dimensions (utilitarian, hedonic and social) at four touchpoints. Then exploratory factor analysis was performed for scale purification (n = 562). Confirmatory factor analysis (CFA) was performed (n = 528) for initial scale validation. A second CFA was conducted to validate the final scale (n = 302). To check the nomological validity of the scale, the effect of omni-channel shopping value on customer engagement (n = 455) was investigated in both generations.FindingsAccording to the results of the qualitative study, 73 items were identified. Based on the results of exploratory and CFA, nine components (50 items) were extracted and confirmed: utilitarian, hedonic and social shopping values for offline touchpoint and utilitarian and hedonic shopping values for online, application and social networks touchpoints. The results of nomological validity of the scale confirmed the effect of omni-channel shopping value on customer engagement in both generations.Originality/valueTo the best of the authors’ knowledge, this study is the first attempt to develop and validate an omni-channel shopping value scale based on customers’ shopping experiences with omni-channel brands. Therefore, this study provides a useful tool for researchers and marketing managers to measure omni-channel shopping value.
Nawaz, Muhammad Zahid; Guzmán, Francisco; Nawaz, Shahid
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-12-2023-4859
New-age technologies are driving brand digitalization and influencing consumer retail experiences and consumption patterns. Although past research addresses users’/consumers’ acceptance of these technologies in retail, it refrains from thoroughly studying interaction and engagement. Stemming from the technology acceptance model, the purpose of this paper is to empirically study the practicality of the technology-enabled engagement process comprising stages of interaction, psychological engagement, value-in-use and behavioral engagement during consumers’ interactions with augmented reality, artificial intelligence and machine learning based virtual try-on services.Design/methodology/approachData from an online survey conducted in China of 339 consumers who experienced the virtual-try-on service is analyzed using partial least squares-structural equation modeling.FindingsThe results support the technology-enabled engagement process of brand virtual try-on services. Perceived ease of use and usefulness are robust antecedents of the framework during the interaction stage. Emotional and cognitive aspects contribute to the psychological engagement and value-in-use stages that convert into positive e-word of mouth and buying intentions about the brand in the behavioral engagement stage.Originality/valueThe research contributes to the technology acceptance model, information systems and technology marketing literature by testing a novel technology-enabled engagement process, which previously lacked empirical validation. Specifically, it uses technology acceptance model constructs as antecedents of the technology-enabled engagement process framework, with behavioral intentions in the form of e-word of mouth and buying intentions as precedents. It also provides insights into brands’ virtual try-on services in online retail environments. Practical implications for brand managers are discussed.
Mostafavi, Shiva Sadat; Mavrommatis, Alexis
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-09-2023-4726
This paper aims to offer an integrated framework for branded apps (BAs) that highlights research gaps and points to areas for future research.Design/methodology/approachUsing a systematic literature review approach, the authors analyzed more than 100 articles published between 2009 and the present. This research used databases such as SCOPUS, Web of Science, EBSCO and Elsevier’s Science Direct, with a particular focus on articles listed in the 2021 ABS index. The reviewed papers were coded and organized into four categories in terms of themes and concepts: antecedents, mechanisms, outcomes and moderators.FindingsThe study identified four types of antecedents (app benefits, personal traits, brand benefits and others) that influence outcomes via cognitive, affective and a mix of both mechanisms, which is termed multipaths. The authors classified outcomes into five areas (financial gains; app benefits; brand benefits; customer benefits; and others). Moderators were grouped into four types (customer individuality; app features; brand characteristics; and others). The authors concluded by recommending promising directions for future research. Specifically, the authors suggested an inverted U-shaped relationship between escapism and customer responses to BAs.Originality/valueThis paper focused exclusively on BAs, differentiating them from other mobile apps. The authors integrated nearly 100+ studies conducted over two decades. This integrated model serves as a guiding tool for understanding the past, present and future of BAs.
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-08-2023-4690
Although virtual anchors have emerged as potent marketing tools, their acceptance by consumers is controversial. Specifically, the relative efficacy of selecting an all-human-like or animal-human-like virtual anchor is not well-defined. However, anthropomorphic visual cues are vital in enhancing live streaming. This study aims to analyze the disparate effects of an animal-human-like or all-human-like virtual anchor on purchase intention as well as evaluate the possible underlying influential mechanisms and boundary conditions.Design/methodology/approachIn this research, three different studies were carried out to elucidate the impact of virtual anchors on purchase intention. Study 1 evaluated the core impact of an animal-human-like and all-human-like virtual anchor on purchase intention, as well as the mediating role of perceived warmth and competence. Studies 2 and 3 were then performed to investigate the moderating impacts of product type and certainty of consumer needs, respectively. Furthermore, research data for these studies was collected using the Credamo tool and analyzed via SPSS, using PROCESS for moderation and mediation analyses.FindingsThe research findings indicate that virtual anchors can trigger purchase intention, with perceived warmth and competence acting as mediating factors. Based on the utilitarian products and high certainty of consumer needs, the influence of perceived competence on purchase intention is augmented. Therefore, an all-human-like virtual anchor increases purchase intention. In contrast, the impact of perceived warmth on purchase intention is supplemented for hedonic products and low certainty of consumer needs. Thus, an animal-human-like virtual anchor increases purchase intention.Originality/valueThis research study evaluated consumer reactions to all-human-like and animal-human-like virtual anchors for different product types and the certainty of consumer needs to optimize the comprehension of a virtual anchor. Furthermore, the assessment of the mediating roles of perceived warmth and competence provided valuable insights into the influential mechanisms by which virtual anchors affect purchase intention. Moreover, this study provided managerial implications to guide retailers and brands on the strategic adoption of virtual anchors to enhance purchase intention based on the product type and the certainty of consumer needs.
Kholkina, Valeriia; Chesnokova, Elizaveta; Zelenskaya, Elena
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-12-2023-4885
Virtual influencers are a growing trend in digital marketing strategies. This paper aims to compare the impact of virtual and human influencers on Gen Z consumer outcomes (Source Trust, Intention to Follow, Word-of-Mouth and Brand Attachment).Design/methodology/approachThe authors surveyed young consumers (N = 317) in Europe and the CIS. The data are analyzed through Welch’s t-test and partial least squares structural equation modeling.FindingsThis study demonstrates that for Gen Z, human influencers are still a more effective marketing tool than virtual influencers. The latter arouse greater social-psychological distance that significantly affects consumer outcomes. Consumers with a higher need-for-uniqueness and novelty seeking have a lower social-psychological distance from virtual influencers.Practical implicationsThis study offers valuable insights for practitioners in terms of influencer marketing decisions in the digital environment with respect to one of the most solvent target groups – Gen Z.Originality/valueThis research contributes to the empirical investigation of the impact of virtual influencers on the behavioral outcomes of Gen Z by including Novelty Seeking and Brand Attachment in the analysis. The research sample includes CIS and European consumers, which allows for a more comprehensive investigation.
Schapsis, Claudio; Chiagouris, Larry; Wingate, Nikki
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-12-2023-4879
Building on technology acceptance and learning transfer theories, this study aims to evaluate the integration of mobile augmented reality (MAR) in omnichannel retailing touchpoints for Generation Z (or Gen Z)'s apparel shopping, assessing how habitual augmented reality (AR) use in nonretailing contexts impacts Gen Z's motivations, acceptance and use of MAR shopping apps.Design/methodology/approachA total of 562 participants downloaded a footwear MAR app and completed a survey. Data were analyzed using confirmatory factor analysis and multivariate regression to explore moderated mediation effects.FindingsThe study reveals a paradigm shift: Gen Z's habitual use of AR in social media (e.g. Snapchat and TikTok face filters) significantly influences their intent to use MAR in shopping, overshadowing hedonic motivations. This marks a transition from AR as a gimmick to a practical utility in omnichannel touchpoints, with performance expectancy emerging as a critical mediator in adopting MAR for utilitarian purposes.Research limitations/implicationsThis study highlights how Gen Z consumers’ tech habits influence their pragmatic view of MAR, urging re-exploration of the main constructs of the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model.Practical implicationsFindings suggest Gen Z values practicality over fun in MAR shopping apps, guiding marketers to emphasize tangible benefits for this demographic.Originality/valueThis research underscores the evolving perception of AR in retail among mobile natives, highlighting the shift from novelty to habitual utility. It offers strategic insights for integrating AR into omnichannel strategies, catering to the utilitarian expectations of Gen Z in the digital retail landscape.
2025 Journal of Product & Brand Management
doi: 10.1108/jpbm-01-2024-4913
Through the theoretical lens of social practice theory, the aim of this research is to investigate how business-to-business (B2B) high-tech startups build their brands in an omni-digital environment, particularly by focusing on the most important digital touchpoints implemented to interact with stakeholders.Design/methodology/approachA qualitative analysis was performed by conducting 36 semi-structured interviews with key informants operating in B2B high-tech startups, including founders, CEOs, managing directors, marketing managers and other actors from this sector.FindingsThe results reveal the enablers, inhibitors and specific objectives of startups in their brand-building processes across digital touchpoints in an omni-digital environment.Originality/valueThis study offers new theoretical insights into new ventures’ brand management strategies through the development of a theoretical framework in which the enablers, inhibitors and specific objectives of the brand-building process of startups are identified. Although the recent literature has addressed the topic of startup brand building, this is the first study, to the authors’ knowledge, focused on the brand-building process of B2B high-tech startups in an omni-digital environment.
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