Understanding the effect of smart retail brand – Consumer communications via mobile instant messaging (MIM) – An empirical study in the Chinese context

Vazquez, Delia; Dennis, Charles; Zhang, Yizhong

doi:10.1016/j.chb.2017.08.018

Cited by 51 publications

(31 citation statements)

References 93 publications

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“…Similar findings were revealed concerning the perceived enjoyment and user intentions concerning MIM apps by a recent study through the usage of multitheory approach (Yoon et al, 2015). Another study by Vazquez, Dennis, and Zhang (2017) found that pleasure or hedonic experiences (i.e., similar to perceived enjoyment) has a positive influence on the word of mouth intentions. Another study concerning the mobile game application also suggests that perceived enjoyment has a significant influence on player loyalty (Su, Chiang, Lee, & Chang, 2016).…”

Section: Methodsmentioning

confidence: 97%

Continued Use of Mobile Instant Messaging Apps: A New Perspective on Theories of Consumption, Flow, and Planned Behavior

Dhir

Kaur

Rajala

2018

Social Science Computer Review

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Mobile instant messaging (MIM) services have entirely changed the communication landscape from where it was a decade ago. They have taken communication among humans to the next level. However, despite their massive popularity among masses, we do not know of specific reasons that drive continuous use of MIM apps (e.g., LINE, WhatsApp, and Snapchat). The current study bridges this gap by investigating the continuation behavior in the context of a popular MIM app called LINE. The study developed a comprehensive framework using three popular consumer behavior theories, namely theory of planned behavior, flow experience theory, and consumption value theory. A total of 309 middle and late adolescent LINE users participated in an online survey. The analysis revealed that perceived ease of use (PEOU), functional value, and social value exert significant positive influences on users’ continuation intentions. The PEOU was found to have the strongest influence among all. Additionally, social influence was found to have the significant but negative influence on users’ continuation intentions. However, other factors (perceived enjoyment, concentration, telepresence, and perceived behavioral control) have no role in predicting continuation intentions. Furthermore, continuation intentions were found to have no impact on users’ actual LINE use related behavior. The findings of the present research offer several theoretical and managerial implications.

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Section: Methodsmentioning

confidence: 97%

Continued Use of Mobile Instant Messaging Apps: A New Perspective on Theories of Consumption, Flow, and Planned Behavior

Dhir

Kaur

Rajala

2018

Social Science Computer Review

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“…Smart retailing involves the transformation of both front-and-back ends of the traditional instore retail spaces through mobile applications and contactless, omnichannel, ubiquitous technology (Vazquez et al, 2017). The transformation at the front end involves the incorporation of the Internet of things, intelligent application shelves, and intelligent hardware (Roy et al, 2018a), thereby reimagining the customers' in-store experience.…”

Section: Smart Retailingmentioning

confidence: 99%

Modelling Customer Engagement Behaviour in Smart Retailing

Singh

Shabnam

2021

AJIS

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Smart retail technologies are transforming the way companies engage with customers in retailing context. However, the real onset is unknown of which smart retail technology (SRT) characteristics and customer responses pave the way for customer engagement behaviour. This research investigates customer engagement behaviour in smart retailing by integrating meta-UTAUT and SRT characteristics. By analysing quantitative survey data using PLS path modelling, customer engagement manifestations are measured. Results show complex relationships between SRT characteristics (novelty, effectiveness, and interaction quality) and meta-UTAUT variables (performance expectancy, effort expectancy, social influence, and facilitating conditions) in influencing customers’ attitude, behavioural intention, and engagement behaviour towards smart retailing. Retailers can use the findings to influence customers’ attitudes towards smart retail technologies, encouraging them to display customer engagement behaviour.

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“…Smart retail is an offline intelligent retail system with interactivity and connectivity that achieves an intelligent transformation of physical stores. Marketing practitioners reconstruct retail stores through mobile applications and contactless, omni-channel, ubiquitous technology (Vazquez et al, 2017). Front-end stores redefine the store experience and store layout using the Internet of things, intelligent application shelves, and intelligent hardware (e.g.…”

Section: Literature Review 21 Smart Retailmentioning

confidence: 99%

“…Prior studies have demonstrated that intelligent retail technology reduces operating costs, and improves the profitability of enterprises (Vazquez et al, 2017;Dacko, 2017;Renko and Druzijanic, 2014). However, in the era of retailing 4.0, customers pay more attention to the seamless and integrated omni-channel service experience.…”

Section: Introductionmentioning

confidence: 99%

The impact of the quality of intelligent experience on smart retail engagement

Fan

Ning

Deng

2020

MIP

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PurposePrevious studies have considered customers' psychological responses to intelligent retail technology adoption, but have not considered how technology integration systems could promote the relationship between retailers and consumers. Based on the Stimulus–Organism–Response framework, this paper proposes a customer engagement model in a fully intelligent retail environment. The concept of the quality of intelligent experience is constructed from the perspective of customer experience, and the effect of the mechanism of smart retail on the customer engagement relationship is discussed.Design/methodology/approachUsing two surveys, this study analyzes 201 (in study 1) and 321 (in study 2) questionnaires by using structural equation model in partial least square software.FindingsThe analysis shows that the human–machine interaction, intelligent systems and the product content of the quality intelligent experience significantly impact customer engagement on smart retail.Research limitations/implicationsThis research was designed for general retail products, without distinguishing between different product types. Thus, it did not consider the moderating effect of product types.Practical implicationsThe findings enrich the intelligent retail technology field and provide operable guidance to help smart retailers improve customer relations.Originality/valueThis paper proposes a customer engagement model to describe how technology integration systems promote the relationship between retailers and consumers.

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Understanding the effect of smart retail brand – Consumer communications via mobile instant messaging (MIM) – An empirical study in the Chinese context

Cited by 51 publications

References 93 publications

Continued Use of Mobile Instant Messaging Apps: A New Perspective on Theories of Consumption, Flow, and Planned Behavior

Continued Use of Mobile Instant Messaging Apps: A New Perspective on Theories of Consumption, Flow, and Planned Behavior

Modelling Customer Engagement Behaviour in Smart Retailing

The impact of the quality of intelligent experience on smart retail engagement

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