Research trends in retailing: a comparative approach Spain-Europe-USA
This paper describes the evolution of research in retailing comparing three different geographic regions: Spain, Europe and the United States. Working on the basis of a bibliographic review of the academic research published between 1996 and 2000 together with a content analysis, the results of this study reveal a heterogeneous evolution in nine thematic areas related to the field of retailing. The differences are particularly noticeable when comparing those of Europe with those of the USA, and reveal different areas of interest over the last five years.
Understanding complaint channel usage in multichannel retailing
Abstract This study aims to understand customer patterns of channel usage to voice complaints to multichannel retailers. Data were collected from multichannel shoppers for apparel in Spain by means of an online survey. Latent Class Analysis on complaint channel (store, website, mobile app and social media) usage was performed. The analysis identifies four customer segments that use complaint channels differently. Channel dependencies emerged, particularly related to mobile app usage. The study then explores how the identified patterns are related to channel usage for information search and purchase and to the quality of the relationship with the retailer. Results provide theoretical and man…
Multichannel integration through innovation capability in manufacturing SMEs and its impact on performance
Purpose Using online channels is an opportunity for small and medium-sized enterprises (SMEs) in the manufacturing industry to reach new markets and reduce the dependency on distributors. The challenge remains that of integrating new online channels into existing networks effectively. This paper aims to identify to what extent multichannel integration is enhanced by the innovation capability of manufacturing SMEs and the subsequent influence on their performance. Design/methodology/approach Data were collected by means of a survey aimed at managers of small manufacturing firms in Mexico and were analysed through an advanced partial least squares (PLS) approach via SmartPLS. Findings Manufa…
Drivers of social commerce usage: a multi-group analysis comparing Facebook and Instagram
Social media are increasingly used as platforms to not only socialise but also to shop for products and services. Social commerce is the new trend in e-commerce that leverages the enhanced consumer-to-consumer interactions to support shopping processes. Based on the concept of social commerce constructs suggested by Nick Hajli, this article investigates the role of social commerce constructs, emotional and informative support, and trust as drivers of social commerce intention. We apply multi-group analysis to validate the drivers of social commerce for two of the most relevant social media platforms: Facebook and Instagram. Based on a sample of 800 social commerce users, our findings reveal…
Benchmarking the port services: a customer oriented proposal
In recent years, ports have experienced a period of significant growth and development along with intense inter‐port rivalry as a consequence of intermodality and hinterland development. It is therefore vital that port management bodies define and implement suitable strategies. This paper aims to adapt the benchmarking technique to the sphere of ports. Compares the activity of a port with that of its competitors, which is considered to be excellent. This is a strategic approach where consideration of the needs of the client, shipping lines and export‐import companies is the axis of the benchmarking process.
Complaining at the Store or Through Social Media: The Influence of the Purchase Channel, Satisfaction, and Commitment
In the current omnichannel retail environment, customers have multiple channels to interact with firms to search for information, purchase, and after-sales. Within those channel social media can play a significant role, particularly as complaint channels. The aim of this paper is to analyze whether the choice to complain face-to-face or through social media depends on the purchase channel chosen and the satisfaction and commitment with the retailer. With data from an online panel our results show that the complaint channel tends to be the same as the channel chosen for purchase; moreover, satisfaction is positively related to complaining at store and negatively related to complaining throug…
Post-entry internationalisation activity of retailers
Purpose – The purpose of this paper is to propose a framework, based on empirical research, to explain the strategic processes of post-entry development in international retailing through consideration of the dynamic capabilities attributable to retailers. Design/methodology/approach – Case study approach of five international retail firms using secondary data and primary data gathered through interviews with firms ' executives and financial analysts. Findings – The research findings, in the light of the existing literature, suggest a framework that makes a distinction between first level or generic dynamic capabilities relevant to the internationalization process and second level or speci…
Axes of relationship value between manufacturers and retailers
Purpose The purpose of this paper is to define the relationship strategy of manufacturers with their retail customers through the identification of axes for the creation of relationship value. Design/methodology/approach A survey was carried out and 219 valid questionnaires were completed and returned by the purchasing managers of retail companies in the furniture sector. The model was estimated using the partial least squares approach. Findings The results revealed three axes of value creation: the core axis, the information and communication technologies (ICTs) axis, and the access axis. These axes included the benefits and costs related to the product and the service provided, the ICTs …
A Model of Determinant Attributes of Corporate Image in Cultural Services
The study of corporate image, within the strategic approach of marketing, focuses on evaluating the attributes that determine it. After reviewing the relevant literature, the present article proposes a corporate image model delimited by functional attributes that is adapted to the cultural services sector. Our objective is to evaluate the importance of these attributes or factors, so the authors develop an empirical exploratory investigation as a first phase of our study.The personal survey, by means of a structured questionnaire, was the technique employed for collecting the information that was analyzed by multiple regression analysis. The first results show that “physical environment” a…
Understanding loyalty in multichannel retailing: the role of brand trust and brand attachment
Purpose The purpose of this paper is to understand loyalty in the multichannel retail context. The paper analyses the interplay between offline and online loyalty and the direct and indirect effects on loyalty of brand trust and brand attachment, in a cross-cultural study. Design/methodology/approach Online survey answered by 761 multichannel apparel shoppers in two countries (UK and Spain). Structural equation model multigroup analysis is performed to test the hypothesized relations and the role of culture as a moderating variable. Findings Online loyalty is largely driven by offline loyalty, which is also positively affected by brand trust and brand attachment. These relationships hold a…
The role of the store in managing postpurchase complaints for omnichannel shoppers
Abstract This paper focuses on postpurchase complaint behavior to understand under which conditions omnichannel shoppers choose to complain at the physical store instead of doing it through online channels. Using fuzzy-set Qualitative Comparative Analysis (fsQCA), we find that four different combinations of situational, channel-related, and individual variables lead to complaining at the store. The motivation of seeking redress together with assertiveness and high dissatisfaction, play an essential role in the choice of complaint channel. The channel of purchase is not determinant for the choice of the store to complain. These findings have implications in terms of redefining the role of th…
Online Grocery Shopping at Multichannel Supermarkets: The Impact of Retailer Brand Equity
Online shopping for food products is quickly accelerating worldwide, particularly following the impact of COVID-19 pandemic. Most e-grocers are multichannel supermarkets that have developed the onl...
Understanding Mobile Showrooming Based on a Technology Acceptance and Use Model
Showrooming is an increasingly popular behaviour in the omnichannel era. The purpose of this paper is to understand the consumer intention to showroom through a technology acceptance and use model based on UTAUT2 that includes value consciousness and purchase involvement as drivers of showrooming intention and mobile dependency as a moderator. Data collected via a survey answered by 659 showroomers were analysed using Partial Least Squares (PLS). Results show that value consciousness, purchase involvement, hedonic motivation and social influence explain mobile showrooming intention and mobile dependency moderates the impact of value consciousness on mobile showrooming intention. Our results…
The role of the brand in driving online loyalty for multichannel retailers
Multichannel retailers offer shoppers the possibility to cross channels to complete their shopping process. Multichannel retailers, unlike pure online sellers, offer shoppers multiple contact points to experience the brand. Also, multichannel retailers can leverage the trust and attachment to their brands that has been built with their offline presence to drive customers to buy online. Our paper explores the role of the customer relationship with the brand, with variables such as brand trust, brand attachment and length of brand relationship, as drivers of loyal behaviours towards the online channel. We compare the impact of these variables with those of the technology acceptance model. Mul…
Explaining Mobile Commerce Usage Intention Based on Technology Acceptance Models in a Developing Market Context
Purpose – This paper aims to explain the intention to use mobile phones for shopping based on the technology acceptance model (TAM) and the unified theory of acceptance and use of technology (UTAUT2) model in a developing country context, characterized by the mobile channel’s high growth rates. The research model analyzes perceived usefulness, perceived ease of use, social influence, facilitating conditions, and hedonic motivation on m-commerce usage intention. Design/Methodology/Approach – Data for the research were collected through a survey among mobile commerce users in Ecuador. We tested the model through partial least squares structural equations modeling (PLS-SEM). Findings and impli…
The contribution of digitalisation, channel integration and sustainability to the international performance of industrial SMEs
PurposeThe purpose of this paper is to understand the contribution of digitalisation, channel integration and sustainability to the improvement of industrial small and medium-sized enterprises (SMEs)' international performance.Design/methodology/approachBased on a review of the literature, the authors developed a research model that included six hypotheses about the relationships between the constructs studied: digitalisation, channel integration, sustainability and international performance. The structural equation model was tested with data from a survey answered by 200 exporting industrial SMEs, by means of partial least squares regression.FindingsThe digitalisation of SMEs contributes p…
Competitive (versus Loyal) Showrooming: An Application of the Push-Pull-Mooring Framework
Abstract Showrooming is an increasingly popular practic that threatens retailers' performance. This paper adopts the push-pull-mooring framework to understand the shopper decision to purchase online from a different retailer (competitive showrooming) rather than from the same retailer visited to gather information (loyal showrooming). Going beyond the customer motivation to get the best value, we focus on retailer-situational variables (store crowding and quality of salesperson service) and retailer-relational variables (customer satisfaction, trust and loyalty) in the decision on competitive (vs loyal) showrooming. Data was collected via a survey answered by 659 showroomers and analysed us…
Integrating embeddedness with dynamic capabilities in the internationalisation of fashion retailers
Abstract The paper presents an integration of the theoretical approaches of embeddedness and dynamic capabilities. Based on in-depth interviews with key informants of international fashion retail companies we show that dynamic capabilities enhance different types of embeddedness at different levels. Generic dynamic capabilities of adaptability and knowledge management play a role as they affect retailer-specific capabilities and societal, network and territorial forms of embeddedness. Integrating the two theoretical approaches provides new and deeper understanding of the nature of retail internationalization.
The impact of IT and customer orientation on building trust and commitment in the supply chain
The application of information technologies (IT) to logistics activities may have benefits beyond cost savings, as it can create bonds between the supply chain partners. The objective of this paper is to analyse the influence of customer orientation on the application of IT to the supply chain and of these on the development of channel relationships based on trust and commitment. A questionnaire-based personal survey was conducted among manufacturers. Structural equation modelling was used to test the hypothesis contained in the theoretical model. The results indicate that customer orientation affects the application of IT to logistics, and IT has a positive impact on manufacturer and suppl…
Identifying patterns in channel usage across the search, purchase and post-sales stages of shopping
Different motivations explain channel choice for search, purchase and post-sales.Channel choice is affected by the product category: search/purchase goods.Product involvement is the most relevant variable explaining multichannel behavior.Cross-channel synergies as consumers use both channels at each shopping stage.Meaningful segments based on the choice of channel are identified and characterized. Consumers today are using various channels to complete their purchase process. As shoppers pursue different goals at each stage of the process, channel choice may be explained by different drivers for search, purchase and post-sales activities. Our research framework is based on an extension of th…
Online channel adoption in supermarket retailing
Abstract Introducing a new online channel is a crucial decision for brick-and-mortar retailers that requires insight and forecasts into customers' adoption and subsequent behaviour. The aim of this study is to analyse the dynamics in the behavioural heterogeneity of (new) multichannel supermarket customers when the online channel is introduced. A Latent Class Analysis (LCA) was conducted on 1151 adopters of the new online channel of a supermarket retailer to segment customers. We employed an extended “Recency, Frequency and Monetary (RFM)” model that includes customers’ purchases prior to the introduction of the new channel. Results show that adopters of a new channel are not a homogenous g…
The role of market orientation and innovation capability in export performance of small-and medium-sized enterprises: a Latin American perspective
Purpose This study aims to extend the existing base of knowledge of proactive and reactive market orientation and innovation capability by testing their impact on the export performance of emerging-market small- and medium-sized enterprises (SMEs) in a Latin American context. Design/methodology/approach This paper is a replication study, and its data were collected through a survey answered by general, marketing, sales or export managers at 155 Mexican SMEs. The research model was tested using partial least squares. Findings The study results indicate that innovation capability and reactive market orientation are drivers of export performance in Latin American SMEs. Moreover, proactive mar…
Determinants of website traffic: the case of European fashion apparel retailers
The globalization process together with the extraordinary growth in the use of Internet offer firms new growth opportunities. Retail firms are using a multichannel approach, involving the Internet, in their internationalization strategies. Website traffic as measured by unique users and online awareness is among the measures for assessing the success of the online channel. There is little evidence, however, linking website traffic and the characteristics of the retail multichannel internationalization process. In order to fill this gap, this paper analyses the factors explaining the retailer's international website traffic. Website traffic data for a sample of European fashion apparel retai…