...Nobukhosi Dlodlo; Efosa Carroll Idemudia; Mercy Mpinganjira Purpose This study investigates how chatbot media richness shapes shoppers' perceptions of social presence, emotions, trust and their willingness to recommend e-retailers’ chatbots. Design/methodology/approach Data were collected from...

...Ivan-Damir Anić; Ivana Kursan Milaković; Mitsunori Hirogaki Purpose Based on the stimulus-organism-response (S-O-R) model, this study examines how safety measures, related assistance and tangible benefits affect consumers' emotional and cognitive states, leading to behavioural responses...

...Evi Chatzopoulou; Markos Marios Tsogas; Marina Kyriakou Purpose The purpose of this paper is to investigate the effect of atmospheric cues encountered in the complex retail environment of pharmacies and, in addition, to test the boundary conditions for the formation of experience-rich emotions...

... smart shopper feelings amongst shoppers but also assisted them in avoiding certain risks associated with shopping online. Besides, support was also garnered for informative and possession benefits linked with webrooming. The findings demonstrated the positive impact of attitude, anticipated emotions...

...Delphine Godefroit-Winkel; Marie Schill; Fatou Diop-Sall We contend that the cultural distinctions between countries (Hofstede, 2001) require supermarket retailers to consider the heterogeneity of responses to ECSR across countries. By specifying variations in consumers’ emotional...

...Briana M. Martinez; Laura E. McAndrews The purpose of this paper is to determine the influence of mobile design features on consumers' mobile app stickiness intentions, as mediated by users' emotional response (pleasure, arousal and dominance). Using the stimulus–organism–response model...

...Ibrahim Al Nawas; Shadi Altarifi; Nabil Ghantous The present research hence approaches e-retailer brand relationship quality not only through shoppers' satisfaction and trust but also by including two “emotional” components. First, brand passion embodies consumers' intense and extremely...

... behaviour? The purpose of this paper is to explore how the interaction between gender and emotions affects consumers’ shopping behaviour outcomes. Design/methodology/approach – Two studies show the effects of gender and emotions on shopping behaviour outcomes. Study 1 is a field experiment that tests...