Going with the flow: smart shopping malls and omnichannel retailing

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nisreen Ameen ◽  
Ali Tarhini ◽  
Mahmood Shah ◽  
Nnamdi O. Madichie
Keyword(s):  
Virtual Environment ◽  
Physical Environment ◽  
Customer Experience ◽  
Value Theory ◽  
Shopping Mall ◽  
Shopping Malls ◽  
Content Type ◽  
Mediating Role ◽  
Personal Interaction

Purpose The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this study aims to propose a theoretical model that captures customers’ omnichannel experiences in smart shopping malls in terms of personal interaction, physical environment and virtual environment encounters. It examines the mediating role of flow experience on the relationship between the three types of encounters and customers’ intention to revisit smart shopping malls. Design/methodology/approach The study draws on four key theories: the service encounter model, trust-commitment theory, flow theory and experiential value theory. A total of 553 completed questionnaires were collected from customers (millennials) in the United Kingdom (UK). The data was analysed using partial least squares-structural equation modelling. Findings The findings show that physical environment encounters and personal interaction encounters play a significant role in customers’ omnichannel experiences in smart malls. Also, of significance are the following aspects of virtual environment encounters: interface design, personalisation, trust, privacy, consumer–peer interaction and relationship commitment. The findings highlight the significant mediating role of flow on the relationships between these three types of encounters and intention, and the effect of flow on omnichannel service usage in smart shopping malls. Originality/value The research contributes to the existing literature by proposing a conceptual model: the smart shopping mall omnichannel customer experience (SSMCE) model. The findings offer practical guidance to shopping malls and retailers who wish to enhance the customer omnichannel experience.

Gamification and customer experience: the mediating role of brand engagement in online grocery retailing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mona Jami Pour ◽  
Khadije Rafiei ◽  
Monireh Khani ◽  
Atena Sabrirazm
Keyword(s):  
Sampling Technique ◽  
Customer Experience ◽  
Digital Marketing ◽  
Equation Modeling ◽  
Online Retailing ◽  
Content Type ◽  
Mediating Role ◽  
Brand Engagement ◽  
Grocery Retailing

Purpose In recent years, the concept of gamification is one of the fastest-growing trends in the field of marketing to persuade, motivate and manipulate customer behavior. The application of gamification has become a priority for marketers as a new way of exploiting customers. Despite the increasing use of gamification mechanisms in marketing activities, there remain limitations. Although there is extensive literature in the field of customer experience and gamification, few studies have empirically examined how gamification influences customer experience by considering the mediating role of brand engagement in the online retailing context. Design/methodology/approach To obtain this aim, a cross-sectional survey was used. The statistical population was customers of online grocery retailers. The convenience sampling technique was used as a sampling technique. Out of 402 received questionnaires, 384 were selected for analysis. Structural equation modeling approach was applied to test the research hypotheses using AMOS 24 and SPSS 22 software. Findings The results indicated that all research hypotheses were supported. Gamification has a significant and positive impact on customer experience, gamification has a positive and significant effect on user customer brand engagement and customer brand engagement has a positive and significant impact on customer experience. Also, it revealed that customer brand engagement mediates between gamification and customer experience. Originality/value A review of the digital marketing literature reveals that there are few empirical studies, which adequately examined significant effective factors of customer experience in online grocery retailing; despite, the majority of researchers consider customer experience as the most important concept in digital marketing. The main contribution of this study is to examine the role of gamification on customer experience through the mediating role of customer engagement in the online grocery context. It adds value to the digital marketing and online retailing literature by providing new insight about determinants of customer experience in online grocery.

The role of formal and informal surveillance in creating a safe and entertaining retail environment

Facilities ◽  
2016 ◽  
Vol 34 (3/4) ◽  
pp. 219-232 ◽  
Author(s):  
Sami Kajalo ◽  
Arto Lindblom
Keyword(s):  
Shopping Mall ◽  
Shopping Malls ◽  
Retail Environment ◽  
Content Type ◽  
Components Analysis ◽  
Using Data ◽  
And Cluster Analysis ◽  
Insight Into

Purpose A key question for shopping malls is to create a retail environment that is at the same time safe and entertaining. The purpose of this paper is to provide insight into this process by examining how consumers view various formal and informal surveillance practices in the context of shopping malls. The classification of surveillance practices into formal and informal surveillance is based on crime prevention through environmental design (CPTED) theory. The paper also studies how consumers can be grouped according to their views on these surveillance practices. Design/methodology/approach The paper uses the CPTED theory as a theoretical lens and studies the consumers’ views of formal and informal surveillance using data gathered from a survey of 200 shopping mall visitors. The data are analyzed using principal components analysis and cluster analysis. Findings The results show that customer experience of safe retail environments reflects the distinction between informal and formal surveillance in the CPTED theory. The paper also shows that consumers have several different preferences towards surveillance practices and consumers can be grouped according to their preferences for surveillance methods. Originality/value This paper has provided new insights regarding the use of CPTED theory in research into formal and informal surveillance practices in shopping malls. The findings provide tools that help mall managers focus on the different needs of consumers in their quest to create safe and entertaining retail environment.

Entertain me, I’ll stay longer! The influence of types of entertainment on mall shoppers' emotions and behavior

2019 ◽  
Vol 37 (1) ◽  
pp. 87-98 ◽  
Author(s):  
Maher Georges Elmashhara ◽  
Ana Maria Soares
Keyword(s):  
Emotional States ◽  
Shopping Malls ◽  
Content Type ◽  
Mediating Role ◽  
Special Event ◽  
Proposed Model ◽  
Shopper Behavior ◽  
And Behavior ◽  
The Impact

Purpose The purpose of this paper is to provide a broader typology and inventory of recreational facilities and activities in shopping malls. The paper then investigates the relation between the proposed entertainment types and shopper behavior both directly and indirectly by considering the mediation of shopper emotional states. Design/methodology/approach A survey-based study with a sample size of 484 mall shoppers is used to test the proposed model. Findings The results indicate that permanent entertainment predicts shopper satisfaction directly and indirectly when considering the emotional state of pleasure as a mediator. Moreover, findings indicate that permanent entertainment indirectly influences the desire to stay at the mall through pleasure and arousal. In addition, pleasure mediates the relation of temporary and special event entertainment with satisfaction and the desire to stay at the mall. Practical implications This study adds to a better understanding of the role of entertainment types in shopping malls. The study also reveals how each type of entertainment can enhance different emotions and behaviors. Practical suggestions to this end are offered. Originality/value There is a lack of studies taking into consideration the different types of entertainment in shopping malls. This study is among the first to examine the effects of each entertainment type on specific behavioral responses. Moreover, the study addresses the mediating role played by shoppers’ emotional states on the impact of entertainment types in satisfaction and desire to stay at the mall.

The path of support-to-sales: mediating role of seller collaborative information exchange in social commerce

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Li Chen ◽  
Fengxia Zhu ◽  
Murali Mantrala
Keyword(s):  
Information Exchange ◽  
Instrumental Support ◽  
Trade Volume ◽  
Social Commerce ◽  
Content Type ◽  
Mediating Role ◽  
The Social ◽  
Source Data ◽  
Negative Effect

Purpose This paper aims to systematically investigate the direct and indirect effects of four types of support – peer instrumental support, peer emotional support, platform business support and platform communication support – on seller trade volume in social commerce. It also aims to uncover the path of support-to-sales of the seller from a platform perspective and provides a more complete picture of the social commerce phenomenon. Design/methodology/approach This paper uses multi-source data including primary survey data and secondary data on trade volume to test the hypotheses. PROCESS mediation model is used to analyze the multi-source data set. Findings This study finds that the positive effects of peer instrumental support, platform business support and platform communication support on seller trade volume are fully mediated by seller collaborative information exchange. Also, peer emotional support has a significant negative effect on seller trade volume and collaborative information exchange can serve as a buffer to mitigate the negative effect. Research limitations/implications The authors provide new insights into what types of support are or are not conducive to improving transaction volume of individual sellers and highlight the mediating role of seller information exchange in this value generation process in social commerce. These findings advance current knowledge of how seller interactions increase value in social commerce. The chosen research setting may limit the generalizability of the findings of this study. Practical implications This paper offers valuable implications for social commerce platforms on how to better serve their sellers to achieve high growth. Specifically, the findings suggest that platforms should encourage instrumental support and information exchange among peer sellers. In addition, platforms should expand seller support from a single-focus on sellers’ business to a dual-focus on both sellers’ business and socialization in social commerce. Originality/value This paper fulfills an identified need to study how sellers can better derive value from the social interactions and how social commerce platforms can effectively influence transactions, support sales and serve as a selling platform.

The effect of psychological empowerment on job burnout and competitive advantage

2020 ◽  
Vol 18 (1) ◽  
pp. 47-71 ◽  
Author(s):  
Ali Safari ◽  
Arash Adelpanah ◽  
Razieh Soleimani ◽  
Parisa Heidari Aqagoli ◽  
Rosa Eidizadeh ◽  
...  
Keyword(s):  
Data Analysis ◽  
Organizational Commitment ◽  
Competitive Advantage ◽  
Indirect Effect ◽  
Psychological Empowerment ◽  
Job Burnout ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role

Purpose This study aims at investigating the effect of psychological empowerment on job burnout and competitive advantage with the mediating role of organizational commitment and creativity. Design/methodology/approach The statistical population included all the managers and staffs of Tooka Company in Iran, and for data analysis, 120 completed questionnaires were used. Data analysis was carried out by SPSS 18 and Amos 20 software and structural equation modeling method. To test the mediating relationships, bootstrap method was used. Findings The findings showed that psychological empowerment has a significant direct effect on job burnout and competitive advantage. Also, psychological empowerment has a significant indirect effect on job burnout through the mediating role of organizational commitment. In addition, psychological empowerment has a significant indirect effect on competitive advantage through the mediating role of organizational creativity. Originality/value This study is among the first to investigate the relationship between psychological empowerment, job burnout, competitive advantage, organizational commitment and creativity.

Role of burnout on job level, job satisfaction, and task performance

2017 ◽  
Vol 38 (5) ◽  
pp. 630-645 ◽  
Author(s):  
Won Ho Kim ◽  
Young-An Ra ◽  
Jong Gyu Park ◽  
Bora Kwon
Keyword(s):  
Job Satisfaction ◽  
Task Performance ◽  
Organizational Context ◽  
Content Type ◽  
Job Level ◽  
Mediating Role ◽  
Final Sample ◽  
The Relationship ◽  
And Task

Purpose The purpose of this paper is to examine the mediating role of burnout (i.e. exhaustion, cynicism, professional inefficacy) in the relationship between job level and job satisfaction as well as between job level and task performance. Design/methodology/approach The final sample included 342 Korean workers from selected companies. The authors employed the Hayes (2013) PROCESS tool for analyzing the data. Findings The results showed that all three subscales of burnout (i.e. exhaustion, cynicism, professional inefficacy) mediate the relationship between job level and job satisfaction. However, only two mediators (i.e. cynicism, professional inefficacy) indicated the mediating effects on the association between job level and task performance. Originality/value This research presented the role of burnout on the relationships between job level, job satisfaction, and task performance especially in South Korean organizational context. In addition to role of burnout, findings should prove helpful in improving job satisfaction and task performance. The authors provide implications and limitations of the findings.

Art-event image in city brand equity: mediating role of city brand attachment

2020 ◽  
Vol 6 (3) ◽  
pp. 491-509
Author(s):  
Deepa Jawahar ◽  
Vinney Zephaniah Vincent ◽  
Anju Varghese Philip
Keyword(s):  
Brand Equity ◽  
Regional Climate ◽  
City Branding ◽  
Content Type ◽  
City Brand ◽  
Mediating Role ◽  
Art Form ◽  
Tourism Product ◽  
Event Image

Purpose All touristic cities have their unique attributes to showcase and differentiate themselves from others. This distinctive attribute is the unique selling product or tourism product of a particular city. It could be an art form, culture, regional climate, food and festival. Literature indicates that the identity of the entire city would be affected by such tourism products. The purpose of this study is to analyse the influence of the ‘image’ of an Art-event to city branding. The study also examines the mediating role of ‘city attachment’ in the relationship between event image and city brand equity. Design/methodology/approach In all, 432 samples have been collected from visitors to one of the biggest contemporary art events in India – the “Kochi-Muziris Biennale – 2018,” conducted in the city of Cochin, situated in Kerala, the southernmost state of India. Findings Results show that the direct relationship between event image and city brand equity is stronger than the hypothesised path through the mediating role of city attachment. Research limitations/implications This study provides a better understanding of the event image and its importance in creating the host city’s brand equity. It contributes to both the practitioners and tourism researchers. Originality/value This study looks at the event image through functional and affective aspects and its influence on city attachment and city brand equity.

Promoting strategic performance through strategic orientation and strategic renewal

2019 ◽  
Vol 58 (2) ◽  
pp. 376-392 ◽  
Author(s):  
Hassan Ahmed Shah ◽  
Muhammad Yasir ◽  
Abdul Majid ◽  
Muhammad Yasir ◽  
Asad Javed
Keyword(s):  
Positive Impact ◽  
Moderated Mediation ◽  
Strategic Orientation ◽  
Mediation Model ◽  
Content Type ◽  
Strategic Performance ◽  
Strategic Renewal ◽  
Mediating Role ◽  
Moderated Mediation Model

Purpose The purpose of this paper is to explore the ways in which strategic orientation (SO) and strategic renewal (SR) could create the possibility for improving strategic performance (SP). The indirect effect of SO was also tested in this study. Furthermore, by using the moderated mediation model, the authors also investigated the moderating role of organizational ambidexterity (OA). Design/methodology/approach The results of this cross-sectional study are based on a survey conducted on 1,430 owner/managers of SMEs. To analyze the relationship among variables, this study used descriptive, correlation and hierarchical multiple regression approach. Findings Results revealed that SO positively affects SR and SP in SMEs. Furthermore, the mediating role of SR between the relationships of SO and SP was also confirmed. Moreover, OA strengthens the connection between SO, SR and SP. Practical implications The current study provides new insights for strategic planning and management by focusing on SO along with its different dimensions. Therefore, it provides new guidelines and a roadmap that would be helpful in achieving the objectives of SP. Originality/value The study makes significant contributions to the extant literature by adding new knowledge about the positive impact of SO on SP. Moreover, with the analysis of mediating role of SR in this relationship, the study has made significant addition to the existing literature on SP. Furthermore, moderated mediation model adds value to the existing body of knowledge.

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