Retail store environment, store attachment and customer citizenship behaviour

Gorji, Mohammadbagher; Grimmer, L; Grimmer, Martin; Siami, Sahar

doi:10.1108/ijrdm-10-2020-0438

Cited by 18 publications

(21 citation statements)

References 69 publications

(121 reference statements)

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“…, 2013). Yet, research on the effects of customers' attachment to stores is still in its infancy, and recent studies call for further research on store attachment (Gorji et al. , 2021).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Consumers' (ir)responsible shopping during emergencies: drivers and concerns

Scarpi

Pantano

Marikyan

2023

IJRDM

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PurposeDuring emergencies and times of widespread social fear, such as wars and epidemics, society witnesses many instances of consumer misbehaviour (e.g. panic buying). Therefore, this study aims to understand what drives consumers to enact socially irresponsible while shopping during emergencies.Design/methodology/approachThis study employs a quantitative approach with 400 responses from consumers who shopped during the pandemic.FindingsResults show a positive relationship between consumers' awareness of the negative social consequences of shopping misbehaviour and their ascription of responsibility, which is positively moderated by death-by-emergency-related anxiety. Ascription of responsibility, in turn, has a positive impact on socially responsible behaviour.Originality/valueThis research is the first to examine new applications of norm activation theory in retailing. Furthermore, this research is the first to extend the theory by examining psychological factors that may regulate socially irresponsible behaviour. The research demonstrates the significant role of anxiety and attachment in facilitating the impact of awareness of negative consequences and aspirations of responsibility in the retailing during emergencies.

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“…, 2013). Yet, research on the effects of customers' attachment to stores is still in its infancy, and recent studies call for further research on store attachment (Gorji et al. , 2021).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

Consumers' (ir)responsible shopping during emergencies: drivers and concerns

Scarpi

Pantano

Marikyan

2023

IJRDM

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“…, 2021). Nonetheless, revolutionary digital technologies, such as artificial intelligence and virtual reality, have expanded the website quality of online “retail store environment” (Gorji et al., 2021) referred to in this study as e-storescape and significantly facilitated customers' transactions when purchasing clothing online (Alexander and Kent, 2021). Whilst website quality consists of service quality, information quality and system quality (Udo et al.…”

Section: Introductionmentioning

confidence: 99%

“…Therefore, the e-SQ of e-storescape, which will increase the enthusiasm of customers to exhibit extra-role behaviours on social media, is seen as the antecedent of e-CCB (Paulssen et al. , 2019; Gorji et al. , 2021).…”

Section: Introductionmentioning

confidence: 99%

“…For this reason, some fashion brands have lagged in the transition to e-tailing, citing customers' possible challenges with online purchasing (Silva et al, 2021). Nonetheless, revolutionary digital technologies, such as artificial intelligence and virtual reality, have expanded the website quality of online "retail store environment" (Gorji et al, 2021) referred to in this study as e-storescape and significantly facilitated customers' transactions when purchasing clothing online (Alexander and Kent, 2021). Whilst website quality consists of service quality, information quality and system quality (Udo et al, 2010;Ha and Stoel, 2012), only the e-service quality (e-SQ) of the e-storescape's website quality are discussed in this study.…”

mentioning

confidence: 99%

“…Moreover, e-tailing customers exhibit e-CCB via such tools as electronic word-of-mouth communication and brand communities (Verma and Yadav, 2021). Therefore, the e-SQ of e-storescape, which will increase the enthusiasm of customers to exhibit extra-role behaviours on social media, is seen as the antecedent of e-CCB (Paulssen et al, 2019;Gorji et al, 2021).…”

mentioning

confidence: 99%

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The acquirements of e-service quality in fashion e-storescapes: mediating effect in an S-O-R model

Türkdemir

Ateş

2023

IJRDM

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PurposeThis study aims to determine the effects of e-service quality (e-SQ) in fashion e-storescapes (online retail store environments) on e-customer citizenship behaviour (e-CCB) and e-repurchase intention (e-RI), as well as to investigate whether e-CCB plays a mediating role in these relations.Design/methodology/approachIn line with the aim of this study, the relationships between the variables were examined by using the mediation effect analysis within the framework of a Stimulus-Organism-Response (S-O-R) model. An online survey was developed based on the scales with proven reliability and validity. The convenience sampling method on social media sites was used to collect data for analysis from 500 volunteer participants who had previously shopped online for fashion brands between 1st and 30th September 2020. The partial least squares (PLS) path analysis method was used to analyse the research model.FindingsThis study revealed that the dimensions of e-SQ, except e-efficiency and e-privacy, have positive effects on all dimensions of e-CCB. Concurrently, this study identified that the dimensions of e-CCB have positive effects on e-RI. Subsequently, the study determined that the dimensions of e-CCB played a full mediator role between the dimensions of e-SQ and e-RI.Research limitations/implicationsThe primary limitation of this study is that the study is based on the perceptions of fashion e-customers about the customers' e-tailing (online retailing) experiences, which is only reached via the convenience sampling method.Practical implicationsIn this study, the positive relationships between e-CCB and e-RI were accepted as the acquirements of e-SQ in fashion e-storescapes. In this context, the reasons for fashion customers to repurchase from an e-storescape are not only low prices and product variety, but also the exhibition of extra-role behaviours in the form of e-SQ acquirements. These implications, which will attract the attention of fashion e-tailers, may enable the e-tailers to modify the e-SQ of e-tailers' e-storescapes based on customer feedback.Originality/valueThis study is unique as the study draws on the S-O-R theory to provide insight into the stimulus effect of e-storescape e-SQ on the mediating role of e-CCB. The current study is expected to contribute to the literature by highlighting the reasons for changes in consumption attitudes, intentions and behaviours amongst customers that prefer e-tailing for fashion apparel shopping.

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Effects of confidence and social benefits on consumers’ extra-role and in-role behaviors: A social identity and social exchange perspective

Utkarsh

Gupta

2022

Journal of Retailing and Consumer Services

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Retail store environment, store attachment and customer citizenship behaviour

Cited by 18 publications

References 69 publications

Consumers' (ir)responsible shopping during emergencies: drivers and concerns

Consumers' (ir)responsible shopping during emergencies: drivers and concerns

The acquirements of e-service quality in fashion e-storescapes: mediating effect in an S-O-R model

Effects of confidence and social benefits on consumers’ extra-role and in-role behaviors: A social identity and social exchange perspective

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