...Jorge Carlos Fiestas Lopez Guido; Jee Won Kim; Peter T.L. Popkowski Leszczyc; Nicolas Pontes; Sven Tuzovic Purpose Retailers increasingly endeavour to implement artificial intelligence (AI) innovations, such as humanoid social robots (HSRs), to enhance customer experience. This paper investigates...

...Michael Chih‐Hung Wang Purpose The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting. Design/methodology/approach In cooperation with a survey firm, a total of 424 respondents were...

...Jamie Carlson; Aron O'Cass Purpose This research seeks to extend the work of Dabholkar et al. into the e‐retail domain to assess alternate theoretical frameworks of e‐service quality. Particular focus is placed on e‐service quality and whether elements of e‐service quality should...

...Patrick Vesel; Vesna Zabkar Purpose After almost a decade of relationship quality studies in the retail industry, high consensus exists regarding the dimensions that define the construct. Disregarding epistemological depth of the concept of commitment, however, has led only to its unidimensional...

... the existing business models of transaction‐based retailers and service providers. The remainder of this paper is organised as follows. In the next section, a preliminary qualitative study is described. The following section describes how this qualitative study and a review of the relevant literature...

... associated with different types of loyalty programs. Design/methodology/approach To illustrate the approach, the paper presents a case study of T&T Supermarkets in Canada to show how a retailer can develop a cost‐effective customer loyalty program to retain and reward loyal customers so...

...Julie E. Francis Purpose This paper aims to respond to claims by Collier and Bienstock and Rossiter that reflective measurement is wrong for internet retailing service quality (IRSQ). The research empirically assesses Rossiter's proposal that the C‐OAR‐SE procedure for index development...

...Hyun‐Joo Lee; Ann E. Fairhurst; Min‐Young Lee Purpose The purpose of this study is to examine ways in which service quality delivered by self‐service kiosks influences consumers' retail patronage intentions. Design/methodology/approach The model was tested in two self‐service kiosk settings...

...” and “word‐of‐mouth” (WOM). Design/methodology/approach The research conducted followed a quantitative methodology. The selected research tool was a questionnaire, which was administered via phone interviews using the CATI process. The study conducted was targeted to customers of a large retail chain...

...Fiona Ellis‐Chadwick; Neil F. Doherty; Leonidas Anastasakis Purpose The purpose of this paper is to develop a better understanding of the expansion and development strategies used by retailers based in the UK for creating sustained competitive advantage in online grocery retailing. Design...

...Timo Rintamäki; Hannu Kuusela; Lasse Mitronen Purpose The purpose of this paper is to develop a framework for identifying competitive customer value propositions in retailing. Design/methodology/approach The paper draws on existing literature on customer value and competitive advantage...

...Bernhard Swoboda; Frank Haelsig; Dirk Morschett; Hanna Schramm‐Klein Purpose The purpose of this research is to try to show the relevance of service quality in building a strong retail brand. It addresses how retailer attributes affect customer‐based retail brand equity, when considering retailers...

...Yoon Jin Ma; Linda S. Niehm Purpose The purpose of this research is to examine the relationship of older Generation Y (Gen Y) customers' (18‐27) shopping orientations to their expectations for retail services. It also seeks to assess the importance and impact of service expectations...

... a positive link between entertainment orientation and performance outcomes. Research limitations/implications The model should be tested on a larger sample using structural equation modelling. Practical implications The paper provides shopping centres and other retail organisations with clear...

... for growing and successfully sustaining the channel to guide both marketing strategy and policy. Design/methodology/approach This paper integrates and synthesises research from retailing, consumer behaviour and service quality literatures in order to develop a conceptual framework for understanding...

...Christoph Teller; Herbert Kotzab; David B. Grant Purpose To provide empirical evidence and explanation of the phenomenon that providers of home delivery of groceries are still of minor importance in highly concentrated retail markets. Design/methodology/approach Based on a critical literature...

...Julia E. Blose; William B. Tankersley While market theorists have devoted a great deal of effort to the conceptualization of service quality, the practical guidance available to service providers continues to be very limited. Utilizing the emerging role of a new marketing entity, the retail...

... and the front stage is where it gets delivered to the customer. Service operations Service delivery Consumer behaviour Marketing policy Personality Retailing Services are different. Over the last decade or more, the services literature has been replete with discussions, typologies and even...

...Shaohan Cai; Minjoon Jun Service quality is widely accepted as one of the key determinants of online retailers' success. This exploratory study identified four key dimensions of online service quality as perceived by two groups of Internet users, online buyers and information searchers. The derived...

... quality and relationship quality respectively. © MCB UP Limited 2003 Service quality Retailing Internet Customer satisfaction Despite rapid growth in the size and scope of online transactions, there is a relative dearth of research examining the dynamics of online exchange...