Customer Supercharging in Experience-Centric Channels

2020 ◽  
Vol 66 (9) ◽  
pp. 4096-4107 ◽  
Author(s):  
David R. Bell ◽  
Santiago Gallino ◽  
Antonio Moreno
Keyword(s):  
Operations Management ◽  
Positive Impact ◽  
Online Retail ◽  
Online Retailers ◽  
Shopping Experience ◽  
Small Footprint ◽  
Retail Location ◽  
Using Data ◽  
Market Coverage ◽  
Unobservable Factors

We conjecture that for online retailers, experience-centric offline store formats do not simply expand market coverage, but rather, serve to significantly amplify future positive customer behaviors, both online and offline. We term this phenomenon “supercharging” and test our thesis using data from a digital-first men’s apparel retailer and a pioneer of the so-called zero inventory store (ZIS) format—a small-footprint, experience-centric retail location that carries no inventory for immediate fulfillment, but fulfils orders via e-commerce. Using a risk-set matching approach, we calibrate our estimates on customers who are “treated,” that is, have a ZIS experience, and matched with identical customers who shop online only. We find that after the ZIS experience, customers spend more, shop at a higher velocity, and are less likely to return items. The positive impact on returns is doubly virtuous as it is more pronounced for more tactile, higher-priced items, thus mitigating a key pain point of online retail. Furthermore, the ZIS shopping experience aids product discovery and brand attachment, causing sales to become more diffuse over a larger number of categories. Finally, we demonstrate that our results are robust to self-selection and potentially confounding effects of unobservable factors on the matched pairs of customers. Implications for retailing practice, including for legacy, offline-first retailers, are discussed. This paper was accepted by Victor Martínez-de-Albéniz, operations management.

scholarly journals The role of flow consciousness in consumer regret

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sergio Barta ◽  
Raquel Gurrea ◽  
Carlos Flavián
Keyword(s):  
Structural Equation ◽  
Flow State ◽  
Online Questionnaire ◽  
Content Type ◽  
Online Retailers ◽  
Shopping Experience ◽  
Using Data ◽  
Impulse Purchase ◽  
Negative Feelings ◽  
Post Purchase

PurposeThis research aims to identify whether subsequent consciousness of having been in a flow state – that is, flow consciousness – regarding an earlier impulse purchase affects consumers' post–purchase behaviours, specifically their feelings of consumer regret.Design/methodology/approachThe study applied a mixed methodology. First, the authors conducted two qualitative studies (focus groups) to establish the relationships between flow, flow consciousness and regret. Second, the authors conducted a quantitative study using data collected through an online questionnaire. Participants were asked to recall a recent shopping experience. To conduct confirmatory factor analysis, the authors gathered data from 304 consumers who had searched for, and purchased, a product on Amazon (www.amazon.com). Structural equation modelling, based on covariance, was used to test the hypotheses.FindingsFlow consciousness is found to reduce consumer regret after an impulse purchase.Practical implicationsOnline retailers should make consumers aware of the flow state they have experienced. Flow states lead to increased impulse buying, and if consumers are made aware that they were in a flow state, it may reduce any regret they feel after the purchase.Originality/valueThis is the first study to examine the effects of flow consciousness on consumer behaviour after an impulse purchase. In particular, research has not analysed the effects that flow consciousness has on negative feelings experienced after the impulse purchase of a product.

Online Retail Service Quality: Scale Development and Validation

2021 ◽  
pp. 097226292110112
Author(s):  
Biranchi Narayan Swar ◽  
Rajesh Panda
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Measurement Scale ◽  
Future Research ◽  
Market Place ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service ◽  
Retail Service Quality

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

Value of High-Quality Logistics: Evidence from a Clash Between SF Express and Alibaba

2020 ◽  
Vol 66 (9) ◽  
pp. 3879-3902 ◽  
Author(s):  
Ruomeng Cui ◽  
Meng Li ◽  
Qiang Li
Keyword(s):  
Operations Management ◽  
Economic Value ◽  
Product Variety ◽  
Star Products ◽  
High Quality ◽  
Long Tail ◽  
Online Retail ◽  
Delivery Service ◽  
Product Delivery ◽  
Identification Strategy

Consumers regard product delivery as an important service component that influences their shopping decisions on online retail platforms. Delivering products to customers in a timely and reliable manner enhances customer experience and companies’ profitability. In this research, we explore the extent to which customers value a high-quality delivery experience when shopping online. Our identification strategy exploits a natural experiment: a clash between SF Express and Alibaba, the largest private logistics service provider with the highest reputation in delivery quality in China and the largest online retail platform in China, respectively. The clash resulted in Alibaba unexpectedly removing SF Express as a shipping option from Alibaba’s retail platform for 42 hours in June 2017. Using a difference-in-differences design, we analyze the market performance of 129,448 representative stock-keeping units on Alibaba to quantify the economic value of a high-quality delivery service to sales, product variety, and logistics rating. We find that the removal of the high-quality delivery option from Alibaba’s retail platform reduced sales by 14.56% during the clash, increased the contribution of long-tail to total sales—sales dispersion—by 3%, but did not impact the variety and logistics rating of sold products. Furthermore, we also identify product characteristics that attenuate the value of high-quality logistics and find that the removal of SF Express is more obstructive for (1) star products as compared with long-tail products because the same star products are likely to be supplied by competing retail platforms that customers can easily switch to, (2) expensive products because customers need a reliable delivery service to protect their valuable items from damage or loss, and (3) less-discounted products because customers are more willing to sacrifice the service quality over a price markdown. This paper was accepted by Victor Martínez-de-Albéniz, operations management.

Research on the Impact of Information Security Certification and Concealment onFinancial Performance

2022 ◽  
Vol 30 (3) ◽  
pp. 0-0
Keyword(s):  
Information Security ◽  
Financial Performance ◽  
Positive Impact ◽  
Rapid Development ◽  
International Standards ◽  
Corporate Decisions ◽  
Using Data ◽  
The Impact ◽  
The Relationship ◽  
Iso 27001

With the rapid development of information technology, information security has been gaining attention. The International Organization for Standardization (ISO) has issued international standards and technical reports related to information security, which are gradually being adopted by enterprises. This study analyzes the relationship between information security certification (ISO 27001) and corporate financial performance using data from Chinese publicly listed companies. The study focusses on the impact of corporate decisions such as whether to obtain certification, how long to hold certification, and whether to publicize information regarding certification. The results show that there is a positive correlation between ISO 27001 and financial performance. Moreover, the positive impact of ISO 27001 on financial performance gradually increases with time. In addition, choosing not to publicize ISO 27001 certification can negatively affect enterprise performance.

Intellectual Capital Investment, Stakeholders' Value, Firm Market Value and Financial Performance: The Case of Tunisia Stock Exchange

2013 ◽  
Vol 12 (02) ◽  
pp. 1350010 ◽  
Author(s):  
Hedia Fourati ◽  
Habib Affes
Keyword(s):  
Human Capital ◽  
Financial Performance ◽  
Intellectual Capital ◽  
Capital Investment ◽  
Positive Impact ◽  
Stock Exchange ◽  
Value Added ◽  
Market Value ◽  
Market Valuation ◽  
Using Data

The purpose of this paper is to investigate the role of intellectual capital investment in improving the firm's market value, stakeholders' value and financial performance. Using data drawn from 21 listed companies in Tunisia Stock Exchange, we conducted two studies. On one hand, from using Charreaux (Charreaux (2006). La valeur partenariale: Vers une mesure opérationnelle. Cahier de FARGO no. 1061103, November) measure of stakeholders' value, we demonstrate that financials come to present the weakest stakeholders' value and clients monopolises in term of value acquisition due to a weak ability of negotiation of firms. On the other hand, we construct a regression model of Pulic's value added intellectual capital investment (VAIC) as the measure of the value added from intellectual capital, in market valuation and financial performance. Our results stressed the fact that there is a positive impact of intellectual capital by human capital efficiency and capital employed efficiency on improving firm's market value. Nevertheless, financial performance measured by ROA is still justified by the traditional measure relying on capital employed efficiency. Indeed for Tunisian quoted firms, human capital investment is a pilar for ameliorating firm market valuation of financial performance.

scholarly journals Conflict Management Model of Organization from Molucca’s Cultural Perspective

2020 ◽  
Vol 55 (4) ◽  
Author(s):  
Albertus Fenanlampir
Keyword(s):  
Personality Traits ◽  
Purchase Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Cultural Perspective ◽  
Mediating Role ◽  
Foreign Products ◽  
Managerial Implications ◽  
Using Data

The purpose of this research is to examine the influence of consumer sentiments on purchase intention toward foreign products and to determine which personality traits are responsible for the formation of consumer sentiments. In this study, we employed Structural Equation Modeling to test the research model using data collected from a survey of 400 young Vietnamese consumers in Ho Chi Minh City. The results provide empirical evidence of the positive impact of consumer cosmopolitanism and xenocentrism on consumers’ purchase intention toward foreign products. Furthermore, through this study, we indicated that certain personality traits shape consumer sentiments. Generally speaking, in the context of foreign consumption, there is an enhanced link between personality traits and purchase intention via the mediating role of consumer sentiments. Theoretical and managerial implications are also discussed.

scholarly journals Entrepreneurial intention of engineering students: the role of motivations and barriers

2021 ◽  
Vol 5 (2) ◽  
pp. first
Author(s):  
Bich Huy Hai Bui ◽  
Minh Tien Pham
Keyword(s):  
Engineering Students ◽  
Positive Impact ◽  
Entrepreneurial Intention ◽  
Statistical Regression ◽  
Internal Factors ◽  
University Of Technology ◽  
Entrepreneurial Motivations ◽  
Using Data ◽  
The Impact

The purpose of this study is to explore perceptions of entrepreneurial motivations and barriers and to assess their influence on the entrepreneurial intention of engineering students. Using data of 350 respondents who are students at HCMC University of Technology, VNU-HCM, the study identifies the key motives and barriers towards entrepreneurship. The data are then subjected to statistical regression in order to identify causal relationships between the motivations, barriers, and entrepreneurial intention. The results indicate that creativity, independence, and economic motivation have a positive impact on entrepreneurial intention and that the most important motivator for the entrepreneurial intention of engineering students is creativity. On the contrary, lack of knowledge is the only barrier (an internal barrier) that impedes the students' intention of entrepreneurship. These results imply that the students' entrepreneurial intention is more affected by internal factors (for both motivations and barriers) than external factors. In terms of the relative power of the effects of motives and barriers on students' entrepreneurial intention, the results suggest that the impact of motivations is generally more powerful than that of barriers. The findings have important implications for educators and policymakers.

scholarly journals PERSEPSI MASYARAKAT TERHADAP PENGEMBANGAN EKOWISATA BUKIT SITETEPAN (Studi Kasus Desa Tegalsari, Kecamatan Bruno, Kabupaten Purworejo)

2020 ◽  
Vol 43 (1) ◽  
pp. 43
Author(s):  
Delima Canda Mustika ◽  
Eny Lestari ◽  
Sugihardjo Sugihardjo
Keyword(s):  
Public Perception ◽  
Local Community ◽  
Negative Impact ◽  
Positive Impact ◽  
Sampling Technique ◽  
Snowball Sampling ◽  
Planning Stage ◽  
The Government ◽  
Negative Impacts ◽  
Using Data

<p>The Tegalsari village is the large village with the second largest population in Bruno District, Purworejo Regency. It makes Tegalsari village have several potentiality to become ecotourism place. The government wants to develop ecotourism in Tegalsari Village to boost the economy and the welfare condition that categorized as poor village. The first stage of ecotourism development is planning stage to know the public perception of the development of ecotourism in Tegalsari Village.This research aims to examine public perceptions of the development plan of Tegalsari Village ecotourism, Bruno District, Purworejo Regency. This research uses qualitative basic methods with interactive inductive data analysis methods. The research location was chosen intentionally or purposively. Determination of informants in this study using the snowball sampling technique. The number of informants is 14 informants. The validity of the data is obtained using data triangulation. The results of this study indicate that the community provides a positive perception of ecotourism development. Ecotourism development was initiated and welcomed by the local community. The community hopes that Bukit Sitetepan ecotourism development can improve people’s welfare. There are several supporting factors and obstacles to the process of developing ecotourism and ecotourism development also bring positive and negative impacts. According to the community, the positive impact caused is greater than the negative impact.</p>

scholarly journals EFEKTIFITAS PENGELOLAAN ZAAT PRODUKTIF DI SEKTOR PETERNAKAN KAMBING

2020 ◽  
Vol 6 (8) ◽  
pp. 1594
Author(s):  
Maudy Rizqi Maghfirlana ◽  
Tika Widiastuti
Keyword(s):  
Positive Impact ◽  
Market Potential ◽  
Descriptive Case Study ◽  
Livestock Sector ◽  
Optimization Management ◽  
Livestock Program ◽  
Using Data ◽  
The Village ◽  
Depth Interviews

The purpose of this study was to find out how to optimize the management of productive zakat funds LAZ Nurul Hayat Surabaya in the goat livestock sector to achieve their desired goals. As well as the material and non-material impacts felt by mustahiq farmers from the optimization. This study uses qualitative methods with a descriptive case study strategy. The object of this research is LAZ Nurul Hayat Surabaya. By conducting in-depth interviews with 5 respondents consisting of program directors, program managers, PIC programs, and 2 assisted farmers. After interviewing the results of the study were analyzed using data triangulation to obtain conclusions. The results of this study indicate that LAZ Nurul Hayat has been optimal in managing productive zakat in the goat breeding sector. This is because LAZ Nurul Hayat in carrying out the Village Empowerment Livestock program applies three important stages, Mustahiq Screening, Production Process, and Market Potential. From this stage it can have a positive impact on mustahiq from additional income, amount of mustahiq, knowledge, to the desire to be independent.Keywords: Optimization, Management, Zakat Productive

scholarly journals Motivation and Academic Performance: An Inter-country Comparison

2020 ◽  
Vol 3 (3) ◽  
pp. p70
Author(s):  
Lewis R. Gale ◽  
Clifford Nowell
Keyword(s):  
Academic Achievement ◽  
Academic Performance ◽  
Positive Impact ◽  
Country Comparison ◽  
Using Data ◽  
The Impact ◽  
The Relationship ◽  
Detrimental Impact ◽  
The U.S ◽  
External Motivation

The objective of this paper is to explore the impact of amotivation on academic performance and to test whether the impact of motivation on academic performance differs across students from China and the U.S. Using data from Chinese and U.S. students located in their home countries, we find amotivation negatively impacts academic performance of both groups of students. We also show that external motivation is positively associated with academic achievement. While these findings are consistent with results from previous studies, we extend the understanding on the relationship between motivation and academic performance by demonstrating that the magnitude of the detrimental impact of amotivation differs between students in the two countries and that the positive impact of higher levels of external motivation provides similar benefits for both groups of students.

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