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1.
    
This review aims to examine the latest research on online customer experience (OCE), which can be defined as consumer's cognitive, emotional, and behavioral response to interactions between customer and company occurring through digital channels (e.g., websites, social media, mobile apps). To achieve this, we utilized a hybrid review approach that incorporates quantitative bibliometric analysis and qualitative systematic literature review techniques. We identified publication trends, prominent authors and outlets, and the evolution of research themes based on 141 articles published since the last systematic review 11 years ago. Our framework-based review identified frequently studied antecedents, dimensions, and outcomes of OCE, and identified new themes related to m-commerce and augmented/virtual reality. We also identified gaps in the current literature and proposed 14 areas of future research using the TCM framework.  相似文献   

2.
    
The substantial growth of e-commerce sales, driven by digital advancements, has enticed brands to sell direct-to-consumers (DTC) online. Despite the growth of the DTC online retail model in practice, academic literature remains fragmented. This systematic review is timely as it meets the need for a comprehensive understanding of the evolution of DTC over two decades of research to 2023. A SPAR-4-SLR protocol combined with a Theory–Context–Methods (TCM) approach examines the extant literature through a marketing lens. An analysis of 81 articles reveals a need for consumer behavior theories to underpin research on the DTC retail model. We conclude the review by identifying areas for further development, such as the need for research on the technology-driven balance of power between brands, retailers, and consumers. Contextually, the authors highlight research opportunities on SME brands' internationalization and the DTC online luxury experience. Methodological directions include empirical qualitative studies and experiments on the emerging topics of technology-enabled retail services and the experiential e-commerce impact on customer experience. These future research undertakings will help us to better understand the DTC retail model.  相似文献   

3.
    
Over the last two decades, motivated by the continuous evolution of the technology-driven retail environment, researchers have studied various aspects of online consumer behaviour. This article attempts to take stock of this environment to critically assess the research gaps in the domain and provide future research directions. Applying a well-grounded systematic methodology following the TCCM (theory, context, characteristics and methodology) framework, 197 online consumer shopping behaviour articles were reviewed. The findings reveal that the application of theories remains limited in the current pool of literature that focuses more on developed nations. While studies have primarily considered categories such as apparel and grocery, in terms of methodology experimental and survey-based studies were most common. Additionally, the article suggests some future research directions. The use of combined theories to better understand technology acceptance by consumers of online-shopping is recommended. Similarly, studies across other categories like online experiential luxury, luxury services, or second-hand products that then link to novel constructs reflecting issues with payment methods, online service quality, and online store atmosphere are portrayed as meaningful avenues that will advance research in the domain.  相似文献   

4.
    
The recent growth in digital marketing investments and revenues has attracted the attention of both marketing practitioners and scholars. However, this growth has dramatically increased users' exposure to ad messages, encouraging consumers to avoid them. Therefore, ad avoidance has become a major problem for marketing practitioners. Although researchers have become much more interested in this subject over the past two decades, the body of knowledge on ad avoidance in the digital environment remains fragmented due to the lack of a comprehensive review. Therefore, a holistic overview study is needed that focuses on the big picture and can help researchers to understand the literature comprehensively. This study aims to provide a comprehensive understanding of the topic using a systematic literature review approach on digital ad avoidance. To this end, we provide an in-depth content analysis of 56 relevant articles published in 31 peer-reviewed scientific journals up to December 31, 2021. Based on a theories, contexts, characteristics, and methods (TCCM) framework, the study results shed light on ‘what do we know, how do we know, and where should research about digital ad avoidance research be heading?’ Additionally, drawing on the content analysis, we have presented an integrative framework that considers antecedents, outcomes, mediators, and moderators, which can help develop the field systematically and guide future research. By doing so, we think this review meets the need to give an overview of the state-of-the-art scientific body of knowledge on digital ad avoidance and makes important and solid contributions to the literature, practical implications, and future research directions based on the findings.  相似文献   

5.
    
Social commerce (SC) is an upcoming trend that has changed the online shopping experience by allowing e-retailers to develop long-term relationships with customers and increase sales. Empowered by Web 3.0, SC offers many-to-many interactions, enhancing the quality and quantity of social interaction related to the seller–customer, information searches, and product/service delivery. The customer experience (CEX) has been well developed both in the online and offline contexts. However, limited attention has been paid to examining CEX in the SC setting. This study aims to conduct a systematic review of the literature to develop a conceptual framework exploring both the antecedents and consequences of CEX in the SC setting. In the process, we make three significant contributions to academia and practice. First, the study contributes to our understanding of CEX in the context of SC. Second, it proposes a conceptual framework by identifying antecedents of CEX and potential consequences using the consumer culture theory. Finally, it highlights a subject relevant to academia and practice while proposing recommendations for further research.  相似文献   

6.
    
The term alumni loyalty (AL) is widely used by scientists in various disciplines and particularly often in discussions of the key factors influencing alumni contributions. However, research in this field varies considerably in its assumptions and methods and contains contradictory findings. Additionally, there is no consistent definition of AL. This situation makes it difficult for the university administration to see the overall picture or to evaluate which results are most reliable and should be used as the basis for practice and policy decisions. A systematic literature review (SLR) would address these problems by identifying, meticulously evaluating, and integrating findings of the relevant studies. To date, no SLR has been undertaken in the field of alumni loyalty. The purpose of this study is twofold. First, the paper conducts an SLR in this research area. Second, the study provides a more comprehensive definition of alumni loyalty. The research identified 102 relevant articles and classified them according to seven theoretical approaches: microeconomics, charitable giving, management, relationship marketing, educational science, services marketing, and the integrative approach, which combines the above disciplines. Having determined four primary aspects of AL (behavioral, attitudinal, material and nonmaterial), the paper derives four quadrants of AL definitions and assigns each publication to one or two of them. Following this step, the overall picture and definition of AL were derived. The findings can be used by academics as a framework to position new research activities appropriately and by practitioners as a roadmap to enhance AL rate.  相似文献   

7.
    
Despite burgeoning academic interest in anticonsumption, a lack of definitional clarity and overlapping constructs beleaguer the pertinent literature, preventing research in the field from reaching its full potential. This paper aims to strengthen the foundations for advancing knowledge in this fragmented field by (a) undertaking a thorough systematic review of literature; (b) charting the scope of anticonsumption literature based on network analysis and attempting to delineate overlapping areas; (c) providing an integrated framework of anticonsumption research, including antecedents, moderators, and consequences; and (d) suggesting a set of specific research propositions that will enable the field to move forward. Toward these aims, we analyzed 120 anticonsumption papers revealed in the literature review, identifying a number of important anticonsumption-related topics that warrant further investigation. Moreover, we suggest a research framework which reveals antecedents, causal sequences, and consequences of anticonsumption. Finally, a research agenda based on this integrated framework indicates promising areas for future research.  相似文献   

8.
    
This study presents a systematic review of the last 25 years' literature and offers a comprehensive understanding of the ecotourism experience. The study uses a Theory-Context-Characteristics-Method (TCCM) framework, offering insights that ecotourism experience research has advanced beyond ecotourism sites and resources to a multi-stakeholder approach. As a result, we have developed a conceptual framework illustrating three consumption stages of ecotourism, that is, pre-visit, on-site and post-visit. The study concludes by identifying some neglected areas and suggesting some future research directions in ecotourism experience field. Lastly, several theoretical and practical implications are presented that could aid the ecotourism industry in overcoming ecotourists' inertia toward site visits.  相似文献   

9.
    
Over the years, consumers have been questioning the intentions and actions of firms, resulting in a cynical attitude and behaviour. Due to the severity of the outcomes that cynical consumers may display, reputed journals and prolific researchers have addressed the core issue in their own unique ways. However, no single study offers a uniform, comprehensive, and contemporary review of consumer cynicism literature. Thus, we use an interdisciplinary approach to study the literature spanning 47 years (1976–2022) on cynicism in consumer research, psychology, and organizational domains through a hybrid review involving bibliometric and systematic literature reviews. Following the SPAR-4-SLR protocol, this review shows the most cited and co-cited articles, researchers, and keywords in cynicism research. We infer that the consumer cynicism construct draws heavily from the organizational behaviour area, possessing the potential to be correlated with, and extended to interdisciplinary research. Also, we offer an all-inclusive model of the predictors and predictands of consumer cynicism based on the ADO-TCM framework. We close this study with its academic contributions, practical implications, and future research directions using the ADO-TCM framework.  相似文献   

10.
    
The COVID-19 pandemic has put online shopping at the forefront of retailing; however, the issue related to shopping cart abandonment remains an eternal nemesis of e-retailers. To understand extant research on online shopping cart abandonment (OSCA), a framework-based systematic literature review was conducted with the purpose of gaining more insights into existing studies in this context. Specifically, this review examined the literature related to OSCA in terms of theory, context, characteristics, and methods to provide (i) a comprehensive review of the current state of research and (ii) constructive future research agenda in the area. Using scientific procedures, a total of 52 research articles were retrieved from Scopus and Web of Science databases published during the period 2003–2022. The results revealed that most research was founded by the stimulus-organism-response (S-O-R) model and the buyer behavior theory, focused in the context of the United States and China, and appeared to use quantitative methods. As a result, this review is expected to assist researchers in better understanding the OSCA context, thus paving the way for further research and development in the area. In addition, providing practitioners with a better panorama to address the issue by expanding the literature review and highlighting the inhibiting factors of OSCA.  相似文献   

11.
    
This article presents a systematic review of extant research on the effects of scent on consumer behaviour for readers of the International Journal of Consumer Studies. Although many articles have been published on this topic in recent years, there is a need for a comprehensive summary of up‐to‐date findings in this area of research. A systematic literature review is conducted with selected Chartered Association of Business Schools‐ranked journals in the fields of marketing and psychology, covering the period between 1980 and 2015. Thematic areas include the impact of scent on consumers’ cognitive and affective responses, attitudes and perceptions, as well as memory and behaviours. Relevant mediators and moderators of the effects of scent on these variables include affect, cognition, awareness and individual or environmental stimuli. Gaps for future research are identified and include the role of consumer awareness of scent and its influence on behaviour. Although this article provides a systematic review of the literature within the fields of psychology and marketing, it acknowledges that a large body of research regarding human responses to odours exists within other disciplinary fields such as neuroscience. The potential for, as well as the ethical caveats of, using scent stimuli for marketing purposes are also considered. This article makes a significant contribution to the consumer behaviour literature given its systematic article selection and review process, encompassing the most up‐to‐date research and focusing on all key thematic areas related to scent and consumption.  相似文献   

12.
    
Consumer well-being (CWB) refers to the cognitive and emotional reactions of consumers in response to their consumption experiences. It encompasses three elements: consumer satisfaction, positive emotions and perceived quality of life. In the past few years, there has been significant research growth in the field of CWB. However, a lack of effort is observed in reviewing this emerging and evolving field of research. This review utilises the Theory–Context–Construct–Methods (TCCM) framework given by Paul and Rosado-Serrano (2019) (International Marketing Review, 36(6), 830–858), to delve into the prominent theories, contexts (i.e., countries and industries), characteristics (major factors and variables) and methods (i.e., research designs and analysis) used in CWB research spanning over the past 24 years (1998–2022). Through a systematic analysis and synthesis of 142 articles, an overview of this research field is provided, establishing a path for future agenda within the TCCM framework. This review reveals a prevalence of single-theory approaches, with studies primarily focusing on theories such as the self-determination theory and the attribution theory. Furthermore, CWB research demonstrates a stronger inclination towards examining the services industry context compared to other industries covered in the literature. Additionally, the review emphasises the need for further research on countries with emerging economies. Detailed future research directions are presented.  相似文献   

13.
    
Abstract

In the last several decades the internal marketing (IM) concept has emerged as a key notion in marketing and human resource management (HRM) debates on future development. IM refers to the fact that the concept of external marketing to apply inside of an organization. The use of the concept can be traced to wider HR processes, which have influenced on employee, organization, and customer. This conceptual paper reviews the literature within the adapting platform and focuses on qualitative, critical approaches to evaluation. The framework highlights the important influence of context (the issue of the IM program is addressing) and identifies multi-dimensions which may influence on employee. The analytical framework presented is useful for practitioners developing internal marketing processes, and for researchers interested in empirical studies which seek to evaluate IM practice.  相似文献   

14.
    
Preventive healthcare behavior (PHB) refers to actions taken by consumers to avert possible incidences of lifestyle diseases. Over the years, diverse approaches have been used to comprehend the complex nature of PHB. This paper follows a three-step process to examine work done in the PHB domain. At the outset, past literature was examined. This review included PHB models and frameworks, followed by a root-cause analysis to identify factors that impacted PHB adoption. A systematic literature review (SLR) using a domain-based hybrid review approach was the study's third and most crucial part. The SPAR-4-SLR (scientific procedures and rationales for systematic literature reviews) protocol was used to conduct the hybrid review, involving two separate review studies. In the first study, a bibliometric analysis was carried out, wherein a trend analysis was conducted on an initial pool of 1011 primary peer-reviewed publications (1998–2023). The trend analysis was followed by a co-citation network analysis of 39,608 secondary articles, which validated the importance of primary articles as indicated by the co-citations in these secondary articles. Further, a purification process based on reliability, validity, and replicability criteria resulted in a final pool of 190 relevant articles. These articles were subjected to a thematic analysis. Next, a framework-based review based on the theories, contexts, characteristics, and methods (TCCM) framework was conducted on the 190 articles. This step validated the primary study findings. Additionally, it examined and reported the underlying theories, context (country level), characteristics, and methods adopted by previous PHB studies. This analysis helps in indicating the future research agenda regarding PHB. Furthermore, the inferences drawn from the two studies were used to propose a conceptual framework for understanding consumers' PHB decisions based on the antecedents, decisions, and outcomes (ADO) framework. The framework posits that specific personal, demographic, cultural, social and socioeconomic factors are precursors to PHB adoption. This PHB adoption, in turn, has positive outcomes such as enhanced quality of life, consumer wellbeing, health promotion, health behavior change, and planning. The comprehensive review and proposed framework will significantly help advance knowledge about PHB. Apart from contributing to the academic literature, learnings from this study hold value for practitioners at the global level for designing actionable strategies for preventive healthcare products and services.  相似文献   

15.
    
Cross-border electronic commerce (CBEC) was developed from traditional e-commerce to cater to the growing demand for online transactions among global traders. Consumer behaviour is one of the most important topics that multistakeholders (e.g., e-commerce platforms, entrepreneurs, governments and third-party service providers) need to understand to develop CBEC. Although for over a decade studies across disciplines and regions have explored various consumer behaviours and their factors in CBEC through diverse research methods and theoretical lenses, the current literature is still fragmented and lacks consolidation of past contributions. In the present study, we conduct a systematic literature review based on 40 CBEC studies to present an overview of the current research status of the field. This study analyzes research contexts, theoretical applications and methods, and unifies a CBEC definition as a benchmark for future research. More importantly, we employ the Stimulus–Organism–Response (S–O–R) framework to categorize factors into the inner and outer CBEC ecosystem stimuli, cognitive and affective states, and approach and avoidance behaviours, and to generalize two consumer behavioural patterns to provide a comprehensive understanding of consumer behaviours in CBEC. With the proposed future research directions, we believe that this review can serve as a fundamental and informative guideline for researchers to continue advancing knowledge of the field.  相似文献   

16.
    
Even though numerous studies provide information on marketing education to international students, research that reviews the accrued knowledge holistically remains elusive. Accordingly, the main purpose of this study is to (1) systematically synthesize, compile and understand the existing line of empirical research on the topic of marketing education to international students and (2) outline a comprehensive future research agenda to help further advance this field. This study adopts the theory-context-characteristics-methodology (TCCM) framework proposed by Paul and Rosado-Serrano to systematically review 52 articles published in A*, A and B category journals from the ABDC Journal Quality List. This systematic review reveals that the existing studies mostly focus on consumer-specific theories and detects a need for more macro-market, and industry-related theoretical perspectives (theory); it also identifies research gaps related to international student host and home country settings (context), and the application of competition-related variables for the main relationships in this field (characteristics). Finally, the author proposes several methodological best practices (methodology) to advance findings in this field.  相似文献   

17.
    
Human and planetary health goals have coalesced within consumer food choices. Food-based dietary guidelines provide expert recommendations on what to eat, however, adherence is low and few include sustainability recommendations. This systematic review sought to extract consumer behavioural findings specifically related to ‘healthy sustainable diets’ to gain insights into the levers of food-related behavioural change. Data analysed from 57 studies reveal that while 27 discrete behavioural theories underpinned conceptualisation of research, just three dominate this literature: Theory of Planned Behaviour, Transtheoretical Model and Social Practice Theory. Correspondingly, studies were mainly concerned with motivation, attitudes, intentions and practices. Promising research directions are emerging from investigations into the roles of emotions, meat attachment and types of knowledge. Those sustainable healthy food behaviours (SuHeFB) most investigated were meat consumption reduction, plant-based food consumption, and alternative-to-animal protein food product acceptance. In addressing the perplexity surrounding consumer inertia in altering dietary habits, this review provides a comprehensive SuHeFB construct typology and a justification for directing research attention towards the phenomenon of amotivation. In addition, 31 future research questions are posited under six related SuHeFB themes.  相似文献   

18.
    
Given the growing importance of habit development in omnichannel literature, this study aims to explore the factors contributing to the development of omnichannel shopping habit and the subsequent impact on usage and word-of-mouth. Data from 512 omnichannel shoppers via an online survey were analysed using structural equation modelling. Results show that in-store employee interactions strongly affect cognitive engagement, while digital interactions predominantly influence affective engagement. Affective engagement is key for value consciousness, which, along with affective engagement, drives habit development. Significant moderation impact of income and relationship length also suggest that higher income and longer omnichannel usage foster stronger habit due to value consciousness. Additional analysis reveals a significant moderating influence of habit between value consciousness and its outcomes. This research advances omnichannel retail literature by illustrating how the mode of interaction (digital or in-store personal) can influence various types of engagement, and how habit works as a mediator and moderator for value consciousness in driving usage and word-of-mouth. Retailers can cultivate habitual omnichannel shopping by enhancing positive interactions across channels and monitoring affective engagement and value consciousness.  相似文献   

19.
    
This paper performs a comprehensive analysis of academic research on impulse buying following a systematic literature review approach. Drawing on the TCCM framework suggested by Paul and Rosado-Serrano, we synthesize the impulse buying literature and develop a future research agenda. Accordingly, this review synthesizes impulse buying research in terms of theory development, context, characteristics, and methodologies to examine the development of the literature over time. This systematic review shows that impulse buying research is fragmented and still developing due to its transition from a traditional retail environment into different online channels. Furthermore, this paper proposes a conceptual framework based on the literature synthesis, presenting antecedents and mediators of impulse buying behaviour. Finally, this review identifies overlooked areas in impulse buying literature and provides insightful directions to advance research in the domain. Overall, this research effort makes a significant contribution to consumer behaviour literature, specifically to impulse buying literature.  相似文献   

20.
    
The present article develops an argument that conceptualizing the customer journey as a complex system provides both a systematic portrayal of the complex and holistic nature of customer experience and an opportunity to serve as an integrative framework for differing definitions in the service literature. A comprehensive literature review reflecting the contemporary understanding of the concept of customer journey is presented. Theoretical and practical implications of adopting a complexity theory-based stance in customer experience research are discussed under five fundamental tenets of complexity theory.  相似文献   

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