Examining the relationships between online store atmospheric color,flow experience and consumer behavior

Although atmospherics and flow experience are widely studied, the relationship between online store atmospheric cues and flow experience has received a little attention. Furthermore, there is a lack of published results about the role of atmospheric color in creating flow. Using the Stimulus – Organism – Response model and the theory of optimal experience of flow, this study investigated the impact of online store background color on the achievement of flow and its effects on online consumer behavior. In this study, an online experiment was conducted to investigate the effects of a warm hue – yellow versus a cool hue – blue of the background and used a self-administered online survey for data collection. The results underscore the important role online store color plays in creating the flow experience and revealed that blue hue induces more flow than yellow. The two dimensions of flow (perceived enjoyment and concentration) have direct and mediating effects on purchase intention and revisit intention. Concentration, but not enjoyment, has direct and mediating effects on the number of viewed pages and time spent per visit. This research enhances our understanding of the relationship between online store atmospheric color and flow and highlights the role of flow as an extension of SOR model applied online. Other theoretical and managerial implications of the results are discussed. Finally, suggestions regarding future research are presented.     

Impact of apps aesthetics on revisit intentions of food delivery apps: The mediating role of pleasure and arousal

Online food delivery (OFD) apps are changing the way we consume food. Despite increasing the popularity of OFD apps, limited studies have explored the reason behind popularity which contributes to the revisit intentions. This study investigates the drivers of revisit intentions by adopting stimulus-organism-response (SOR) theory and pleasure arousal dominance (PAD) theory as a theoretical lens. A model is conceptualized by including aesthetic formality and aesthetic appeal of OFD apps as stimuli, pleasure, and arousal as the internal state of the organism, and revisit intentions and word of mouth (WOM) as a response. Data is collected from OFD app users through a survey questionnaire. Findings indicate that aesthetic appeal is associated with pleasure and arousal. Aesthetic formality is associated with pleasure, word of mouth, and revisit intentions. Further, pleasure influences arousal, word of mouth, and revisit intention. The findings also confirmed the mediating role of pleasure and arousal. The study contributes to the practice and theory in the context of online food delivery apps.     

Effects of ideal image congruence and organizational commitment on employee intention to leave

The purpose of this study was to investigate the relationships among employee self-image/store image congruence, employee–store commitment, and employee intention to leave within the context of retail stores. Data were collected using a survey method. Usable questionnaires were completed by 276 retail store employees. Path analysis was used to test the hypotheses. Results revealed employee self-image/store image congruence was positively related to store image attractiveness. In turn, store image attractiveness was positively related to employee–store commitment both directly and indirectly through intrinsic job satisfaction. Lastly, both intrinsic job satisfaction and employee–store commitment were negatively related to employees’ intention to leave.     

Experiencing atmospherics: The moderating effect of mall experiences on the impact of individual store atmospherics on spending behavior and mall loyalty

Retailers invest in atmospherics to create effective environments that engage shoppers in their shopping journey and promote business success. However, the link between store-level atmospherics and mall-level experiences remains opaque. In a quasi-experimental field study, we confirm that the quality of in-store atmospherics positively impacts in-store spending and reveal for the first time that it also positively influences loyalty intentions toward the mall as a whole. Both effects are mediated by perceived store atmosphere and moderated by mall experiences. The effects on spending are stronger for shoppers who are seeking hedonic experiences (seductive, recreational, and social) and are less interested in the functional experience. However, the impact on mall loyalty is stronger for shoppers pursuing material (functional) and avoiding social experiences. For retailers and mall owners, these findings underscore the importance of matching store atmospherics with mall experiences. Similarities and differences in the effects of atmospherics between and within the store and mall levels are discussed.     

Leader-member exchange and employee work outcomes in Chinese firms: the mediating role of job satisfaction

This study investigates the mediating role of job satisfaction in the relationships between leader-member exchange (LMX) and employee work outcomes in Chinese firms, namely, organizational commitment and intention to leave. Based on the data collected from the four manufacturing firms based in China, the hierarchical regression analyses strongly support our theoretical predication that job satisfaction fully mediates the relationships between LMX and employees’ organizational commitment and intention to leave. The theoretical and practical implications of these findings are discussed.     

Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors

This study investigates two features of customer satisfaction within the context of service failure and recovery: (i) the effect of perceived justice on customer satisfaction and (ii) the effect of customer satisfaction on repurchase intentions, negative word-of-mouth, and intention to complain. The study takes into account the influence of important contextual factors, including severity of failure, recovery responsiveness, attitude toward complaining, switching cost, and the relationship level. Based on a survey of 556 customers with complaints in Brazil, the results supported the influence of perceived justice on satisfaction and of satisfaction on behavioural responses. Specifically, findings revealed that perceived failure severity, attitude toward complaining, and switching costs were the more relevant contextual factors, as these were significantly associated with satisfaction, intention to complain, and negative word-of-mouth.     

Exploring the relationship between employees’ CSR perceptions and intention to emigrate: Evidence from a developing country

This study contributes to the burgeoning research on corporate social responsibility (CSR) at the individual level of analysis, in a hitherto largely neglected developing country context. Using survey information collected from 297 employees in public and private enterprises in Kosovo, this study examines how and to what extent employees’ perceptions of their employer's CSR activities are associated with their intention to emigrate. Applying a needs-based framework, this research provides evidence that employees’ perceptions of CSR are positively related to the meaningfulness of their work and job satisfaction and negatively related to intention to emigrate. Additionally, results confirm that the association between CSR perceptions and emigration intention is mediated by the meaningfulness of work and job satisfaction. From a practical point of view, this research should encourage private and public enterprises in developing countries to enhance and extend their CSR engagement.     

The impact of emotions on service quality,satisfaction, and positive word-of-mouth intentions over time

Abstract

This article examines the impact of emotions on customer satisfaction, service quality, and positive word-of-mouth intention formation process over time. In the study, a confirmatory factor analysis supported a three-dimensional model of emotions that then served as predictors in a series of multiple regressions. The findings indicate that two emotion dimensions had a consistent direct impact on all dependent variables in both time periods. However, the interaction effect between time periods and emotions revealed that different emotion dimensions influence satisfaction and word-of-mouth intentions at different stages of the service encounter. The theoretical and managerial implications of the findings are discussed in detail.     

Physical and social atmospheric effects in hedonic service consumption: customers' roles at sporting events

This study examines the comparative effects of physical and social atmospherics in a hedonic service context. This article focuses on other customers as the social factors in the service environment and distinguishes three dimensions: density, appearance, and behaviour. The main purpose of this article is to highlight the relevance of other customers as the atmospheric factors of the servicescape. The findings of our empirical study suggest that in addition to the perceived physical properties, favourable perceptions of other customers – particularly, their behavioural patterns – exert a strong positive influence on favourable overall affective responses. These responses, in turn, have a positive impact on customers' on-site spending and positive word-of-mouth behaviours.     

同事非伦理行为对员工离职倾向的影响：一个有调节的中介模型

文章从伦理道德视角出发,通过研究之前学者所忽视的同事非伦理行为对员工离职倾向的影响,丰富了员工离职倾向的前因研究。基于社会比较理论,本文探究员工分配公平感在同事非伦理行为影响员工离职倾向过程中的中介作用,并考察员工自身非伦理行为对以上关系的调节作用。通过对271名企业员工开展两轮配对问卷调查,统计分析结果表明：（1）员工分配感在同事非伦理行为与员工离职倾向之间起完全中介作用;（2）员工非伦理行为显著调节了同事非伦理行为与员工分配公平感之间的关系;（3）员工非伦理行为显著调节了分配公平感在同事非伦理行为与员工离职倾向之间的中介作用。     

Impact of fit,involvement, and tenure on job satisfaction and turnover intention

This study examined the interactive effects of need–supplies fit, job involvement, and job tenure on service sector employees' job satisfaction and turnover intention in Turkey. Survey data collected from 252 employees who worked in three different banks and one logistics company operating in Istanbul, Turkey, confirm the three-way interaction in predicting employees' turnover intention. In particular, the effect of needs–supplies fit on turnover intention was found to be more strongly positive for longer tenured, highly involved employees. Results also reveal that while the three-way interaction does not predict job satisfaction, the two-way interaction between needs–supplies fit and job involvement is significant. Specifically, needs–supplies fit had a stronger effect on the job satisfaction of highly job-involved employees than those with lower levels of involvement. Certain implications of these results, as well as avenues for future research, are discussed.     

Convenience stores in the digital age: A focus on the customer experience and revisit intentions

The digital age has posed challenges to the convenience store (c-store) industry regarding the types of technology investment required to compete in the digital world, and the c-store industry has experienced years of customer count declines. This research empirically examines what store stimuli are important to c-store consumers and how these factors affect the customer experience, satisfaction, and revisit intentions. The data were collected from 502 c-store consumers, and the covariance-based structural equation modeling technique was used to test the hypothesized associations. We found that hedonic customer experience mediates the association between store image, price, service quality, omnichannel, and customer satisfaction. Utilitarian customer experience mediates the association between store image, product assortment, price, and customer satisfaction. In addition, customer satisfaction has a positive effect on the revisit intentions. The findings of the research contribute to the theory building of customer experience of convenience stores. This research reveals that emphasizing hedonic experiences could be the answer to reversing the declining consumer trips in the convenience store industry. Theoretical and practical implications are discussed.     

Following Celebrities’ Tweets About Brands: The Impact of Twitter-Based Electronic Word-of-Mouth on Consumers’ Source Credibility Perception,Buying Intention,and Social Identification With Celebrities

Two experiments examined the impact of Twitter followers, electronic word-of-mouth (eWoM) valence, and celebrity type (prosocial versus antisocial) on consumer behavior in Twitter-based marketing communication, applying social capital theory, social identity theory, source credibility, and extant literature on eWoM. Experiment 1 demonstrated the main effect of number of followers on source credibility, and the interaction effect between eWoM valence and number of followers on product involvement, buying intention, and intention to pass along eWoM. Experiment 2 revealed the interaction effect of celebrity type and number of followers on social identification with the celebrity as well as the mediating effect of social identification.     

Exploring information technology success of Augmented Reality Retail Applications in retail food chain

Augmented reality retail applications (ARRAs) have emerged as rapidly developing innovative and futuristic retail innovation used in both physical store and online shops to improve the retail settings and customer experience. So, the objective of this research was to identify predictors of user benefits of ARRA in the retail food chain. By integrating the theory of information system success model, this study proposes a model to investigate the mediating effect of two values: (1) user satisfaction and (2) user continuance intention between quality perspective as explanatory variables (system, service, and information quality) and user benefits as the outcome variable. Both the mediating factors are found positively playing mediating roles among all proposed relationships. This paper provides valuable course of action for retailers and marketers on assessing customers satisfaction and using ARRA to create marketing strategies effectively.     

Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers

As online shopping is growing, the probability of service failure is increasing, too. Therefore, online retailers need to employ particular recovery strategies in online setting. Online shopping relies more on information and communication rather than traditional shopping. In addition, involving consumers in co-recovery procedure triggers them to perceive post-recovery satisfaction higher than usual, hence, resulting enhancement behavioral intentions (i.e. positive word-of-mouth, repurchase intention, loyalty, intention to future co-creation). While recent researches in online shopping did not examine the impact of informational justice and co-recovery, this study aims to investigate the influence of four justice dimensions (e.g. distributive, procedural, interactional and informational) by mediating role on involvement on post-recovery satisfaction. Thus, a scenario-based, between-subjects experiment was performed to reduce extreme memories and biases of the subject matter. A sample of 278 Iranian online shoppers from two shopping websites (i.e. Digikala and Bamilo) was employed to analyze data. Covariance-Based Structural Equation Modeling (CB-SEM) was employed to analyze data. First, the measurement model was performed to check validity and reliability of the constructs involved in the conceptual framework. Then, proposed hypotheses were tested using structural model. Results show that justice dimensions are positively associated with post-recovery satisfaction. Also, it is confirmed that involvement is mediator between justice dimensions and satisfaction, which means customers participation in recovery procedure is necessary in online post-recovery assessment. These findings also suggest that informational justice should be consider as a crucial factor in online shopping, particularly online recovery. Results suggest that managers should be generous to share information with customers and explain them what is the reason of failure, in detail. Finally, post-recovery satisfaction is positively related to behavioral intentions such as positive word of mouth, loyalty; repurchase intention and future co-creation tendency.     

辱虐管理对下属工作绩效和离职意愿的影响: 领导认同和权力距离的作用

与以往基于社会交换、社会心理和社会比较视角的研究不同,本文基于社会认定视角,考察了下属对领导的认同在辱虐管理与下属工作绩效和离职意愿关系中的中介作用,以及下属权力距离导向在这一过程中的调节作用。以296名下属及其直接上司为研究对象,结果发现：(1) 辱虐管理会降低下属对领导的认同,并通过领导认同的中介作用对工作绩效和离职意愿产生影响;(2) 下属权力距离导向会调节辱虐管理与领导认同的关系,表现为对低权力距离导向的下属来说,辱虐管理对领导认同的负向影响相对更强。本文从新的理论视角解释了辱虐管理的作用,揭示了辱虐管理影响下属工作绩效和离职意愿的内在机制和作用条件。     

Generation Y employees' retail work experience: The mediating effect of job characteristics

This research examines Generation Y employees' retail work experience. Based upon Brown and Peterson's [Brown SP, Peterson RA, Antecedents and consequences of salesperson job satisfaction: meta-analysis and assessment of causal effects. J Mark Res 1993; 30: 63-77; Brown SP, Peterson RA, The effect of effort on sales performance and job satisfaction. J Mark 1994; 58: 70-80.] job satisfaction model, Gen Y employees work experience framework encompasses the work environment variables of role conflict, role ambiguity, supervisory support, and work involvement to predict job performance, job satisfaction, and, ultimately, retail career intention. Drawing from the job crafting perspective in management theory [Wrzesniewski and Dutton, 2001], this research tests the mediating effect of job characteristics between work environment and job outcomes using structural equation modeling. Study participants were members of a national sample of students (n = 803) from 14 universities in the United States. The findings indicate that job characteristics have a critical mediating role on the relationships for Gen Y employees, suggesting a paradigm shift from passive to active employees who craft their jobs, roles, and selves within a retail organizational context.     

The role of gender and work status in shopping center patronage

Substantial research in marketing has examined the impact of store atmospherics on retail store patronage [Baker Julie. Parasuraman A. Grewal Dhruv. Voss Glenn B. The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions. Journal of Marketing. 2002; 66 (April):120-41]. In addition, research has examined the effect of gender and work status on social influence and role expectations within the context of shopping center patronage [Evans Kenneth R. Christiansen Tim. Gill James D. The Impact of Social Influence and Role Expectations on Shopping Center Patronage Intentions. Academy of Marketing Science Journal. 1996; 24 (Summer): 208-18]. This research extends previous research and examines the differential effects of gender and work status characteristics on the relationship between shopping mall characteristics (including atmospherics) and consumer shopping center patronage. The results of a study of 1015 shoppers demonstrate that there are few significant differences between models for men and women, and even between women who work outside the home and those who do not. Implications and directions for future research are derived.     

How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings

While existing literature acknowledges positive effects of satisfaction and economic switching barriers for building customer loyalty, studies analyzing interactions of these antecedents reveal mixed findings. Prior research does not consider, as antecedents of switching barriers, either habits or social ties that result from shared service-usage within a family or community. This paper contributes to the literature, first, by replicating the effects of satisfaction, economic switching barriers, and their interaction with customer loyalty and word-of-mouth of subscribers to a contractual service. Second, the study empirically tests the role of social ties as a social switching barrier. Third, the study introduces and tests the effects of habits as a precursor of economic and social switching barriers. Results reveal significant positive effects of satisfaction, economic switching barriers, and social ties on customer loyalty and word-of-mouth. Additionally, economic switching barriers and social ties interact significantly with satisfaction and habits act as a precursor of economic switching barriers and social ties.     

Influence of consumer attitude toward online brand community on revisit intention and brand trust

This study proposes to illustrate the relationships between perceived benefits in using online brand communities, attitudes, revisit intention, and brand trust, and it also assesses the moderating role of two types of online brand communities: marketer- and consumer-created communities. The research model is tested by regression analysis using a random sample of 242 respondents. The study finds that social and informational benefits have positive impacts on attitude, which, in turn, significantly influence revisit intention and brand trust. The moderating effect of the type of online community was significant in predicting the relationship between attitude and brand trust but not between attitude and revisit intention. The study concludes the importance of managing online brand communities through managerial implications.