Search Results (137)

Although product returns present significant challenges for retailers, the service recovery paradox suggests they can also generate value. When return services are managed effectively, they can offset initial customer dissatisfaction and increase repurchase likelihood beyond what would occur without a return. However, prior research often treats returns as homogeneous, overlooking how different return types trigger distinct customer responses. Using transaction-level data from 27,178 orders at a major U.S. online apparel retailer between 2016 and 2019, this study investigates how customer-reported return reasons influence subsequent repurchase behavior. Return reasons are categorized by locus of responsibility—customer-, retailer-, or intermediary-attributed—and analyzed using logistic regression. The findings reveal substantial heterogeneity in post-return outcomes: customer-attributed returns are positively associated with repurchase, retailer-attributed returns are negatively associated, and intermediary-attributed returns show no significant effect. By demonstrating that return recovery effects depend on attribution, this study provides both theoretical insights and practical guidance for managing returns in a sustainable manner that enhances customer retention, improves operational efficiency, and strengthens the long-term sustainability of retail return management systems. Full article

International shopping is a significant motive for outbound travel; however, evidence on the experiential drivers of luxury travel retail among Chinese luxury travelers remains limited. This study investigates the factors shaping overseas shopping experiences and assesses the adequacy of the luxury customer experience (LCX) framework in this episodic, time-constrained, cross-border context. A quantitative survey of Chinese luxury travelers (N = 407) was conducted and analyzed using IBM SPSS Statistics (Version [30.0], Mac) within the LCX framework. The results show that modern artistic visual merchandising positively predicts overall experience evaluation (β = 0.162, p < 0.001), and emotional connection significantly predicts repurchase intention (β = 0.197, p < 0.001). We find that overall experience evaluation and subsequent behavioral responses are shaped by specific drivers, including service-related post-purchase factors, emotional fulfillment and brand trust, visual appeal, and affective/cognitive evaluations. These results point to possible gaps in theory when LCX is used in short-term travel retail contexts. To address these gaps, we propose the transient experience, relationship quality, action outcomes, connection, and engagement (TRACE) conceptual framework for analyzing feedback-driven encounters throughout the travel experience. Overall, this study extends LCX to episodic, time-constrained contexts and introduces TRACE as a conceptual complementary model to guide future theory testing and model validation in luxury travel retail contexts. Full article

This study explains repeat purchase intentions on e-commerce platforms as a problem of fit between what the interface signals (Customer Service Orientation, CSO) and what the system delivers (Internal Service Quality, ISQ). Using survey data from Chinese platform users (N = 605), second-order polynomial models with response-surface analysis (RSA) show that repurchase intention rises when CSO and ISQ increase together, exhibits diminishing returns at high joint levels, and declines as the two diverge. A structural equation model (SEM) provides cross-sectional evidence consistent with mediation via pride in membership; when CSO and ISQ are modeled jointly with pride, CSO shows the larger direct association with repurchase. We also find that trust and security awareness initiatives act as a structural assurance that flattens the CSO–ISQ surface, attenuating both slopes and curvatures. Taken together, the results advance a fit-based account of digital service in which outcomes depend on the alignment of interface signals with executional capability and operate through identity-based pride, with platform-level assurances bounding marginal returns. Managerially, the findings imply prioritizing the closure of CSO–ISQ gaps and reducing execution variance before pursuing further single-dimension upgrades. Full article

Considering the global objective of carbon emission reduction, this paper focuses on optimizing the operational efficiency of grid-connected electric vehicles (EVs) and promoting sustainable energy integration and thus proposes a novel dual-incentive mechanism combining real-time pricing (RTP) and carbon quotas. A core of this study is the development of a bilevel programming model that effectively captures the strategic interaction between power suppliers (PS) and microgrid (MG) users. At the upper level, the model enables the PS to optimize electricity prices, achieving both revenue maximization and grid balance maintenance; at the lower level, it supports MGs in rational scheduling of EV charging/discharging, photovoltaic and wind energy (PWE) utilization, and load consumption, ensuring the fulfillment of user demands while maximizing MG profits. To address the non-convex factors in the model that hinder an efficient solution, another key is the design of a bilevel distributed genetic algorithm, which realizes efficient decentralized decision making and provides technical support for the practical application of the model. Through comprehensive simulations, the study verifies significant quantitative outcomes. The proposed algorithm converges after only 61 iterations, ensuring efficient solution performance. The average purchase price of electricity from the PS for the MG is USD 1.1, while the selling price of PWE sources from MG for the PS is USD 0.6. This effectively promotes the MG to prioritize the consumption of PWE sources and encourages the PS to repurchase the electricity generated by PWE sources. On average, carbon emissions decreased by approximately 300 g each time slot, and the average amount of carbon trading was around USD 8. Ultimately, this research delivers a practical and impactful solution for the development of MGs and the advancement of carbon reduction goals. Full article

The use of full-battery electric vehicles is an essential strategy for reducing greenhouse gas emissions and mitigating climate change. This study examined the transition to full-battery electric vehicles by conducting a cross-sectional household survey in 2023 that collected information on vehicle preferences, evaluations, purchase intentions, environmental attitudes, and socioeconomic and demographic characteristics. The results show that among households using a vehicle as their primary mode of transportation, approximately 89% relied on fossil fuel vehicles, whereas only 6% used electric vehicles. The study further finds that acceptance of vehicles during inter-vehicle transitions is closely linked to energy type: households currently owning fossil fuel vehicles exhibited a high likelihood of repurchasing a fossil fuel vehicle, while electric vehicle owners were more inclined to choose another electric vehicle across cities and areas of different sizes. Households that own electric vehicles tend to report higher levels of well-being compared with those that own fossil fuel vehicles. In addition, sufficient charging infrastructure, stronger knowledge of environmental issues, participation in altruistic donation activities, and cooperative behavior positively influenced electric vehicle adoption. These findings suggest several policy implications, including the expansion of charging stations for business and public use, setting reasonable vehicle prices, improving charging speed, developing electric vehicles suitable for large families, and encouraging individuals to gain initial driving experience with electric vehicles to promote adoption. Full article

The purpose of this study is to examine how the selective attributes of Heugimja Seolgi, a traditional Korean food, influence consumers’ purchasing behavior. Data were collected through an online survey of adults in their 20s to 60s residing in the Republic of Korea who had previously consumed Heugimja Seolgi. Most respondents were in their 30s (34.5%) and 60s (25.7%). A total of 342 valid responses were analyzed using SPSS 25.0. Diversity and image, as sub-factors of the selective attributes for Heugimja Seolgi, were found to have a significantly positive impact on repurchase behavior, whereas quality did not show a statistically significant effect. This finding suggests that to increase repurchase rates, these factors must be considered, as Heugimja Seolgi is commonly chosen as a meal replacement, snack, or gift. Consumers also place great importance on the hygiene, cleanliness, and image of the stores selling the product. Ongoing research in this area is essential for the sustainable development of the Korean rice cake industry and is expected to contribute significantly to promoting the cultural and nutritional significance of traditional Korean rice cakes. Full article

This study examines whether the external financing anomaly exists in an emerging-market setting. Using data on Korean listed firms from 1994 to 2023, we find that firms with higher net external financing subsequently earn significantly lower stock returns, consistent with behavioral misvaluation and market-timing explanations. A hedge portfolio long in net repurchasers and short in net issuers delivers an average annual return of about 12 percent. Decomposing financing flows show that both equity and debt issuance predict lower future returns, and further separating debt into bonds and loans reveals a stronger negative return association for bond-financed firms, consistent with greater sentiment sensitivity in market-based financing. We also document subsequent declines in operating performance, indicating that external financing aligns with temporary overvaluation rather than growth opportunities. Overall, our findings extend evidence on the external financing anomaly to an emerging market and provide further support for the behavioral interpretation of corporate financing decisions. Full article

The public health security incident has accelerated the adoption of the O2O (Online-to-Offline) model in the F&B (Food and Beverage) industry, significantly increasing consumer demand for contactless services. Concurrently, brand experience management has progressively shifted toward digital touchpoints. This study selects three hamburger brands as case studies to analyze brand experience levels across various online and offline touchpoints. We examine differences between brand touchpoints in the Ontact (Connect On + Untact) era and traditional touchpoints, identifying which ones effectively enhance brand experience. Subsequently, we develop an O2O brand experience management framework, demonstrating that brand experience positively influences satisfaction and repurchase intention. Finally, we propose touchpoint design strategies for the Ontact era to guide businesses in leveraging experiential marketing, strengthening consumer engagement, and informing strategic decision-making. Full article

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how improvements in transactional ease, experiential quality, and satisfaction propagate across the customer journey to influence retention and growth. This study addresses this gap by examining the interrelations among Customer Effort Score (CES), Customer Experience (CX), Customer Satisfaction (CSAT), Customer Loyalty Index (CLI), and Net Promoter Score (NPS) within a unified framework. A quantitative, cross-sectional survey of recent online shoppers yielded 359 valid responses; the model was estimated with PLS-SEM. All hypothesised direct paths were positive and significant, evidencing a cascade from effort through experience and satisfaction to repurchase and recommendation intentions. Mediation analyses confirmed that CES and CX affect loyalty and advocacy indirectly via CSAT. Out-of-sample prediction validated predictive relevance. The study integrates transactional and relational indicators, establishes the empirical utility of single-item measures within PLS-SEM, and advances a portfolio view of CX metrics. Managerially, effort reduction and experience enhancement emerge as high-leverage interventions: improvements cascade through satisfaction to elevate loyalty and advocacy in digital retail. Full article

Understanding how environmental design and institutional trust shape perceived security in nightlife settings is essential for enhancing customer experiences and business sustainability. This study examines how surveillance, access control, territoriality, maintenance, and trust in police influence customers’ perceptions of security in nightlife establishments in Colombia, and how these perceptions affect satisfaction and revisit intentions. A survey was conducted involving 400 customers in nightlife venues in Guadalajara de Buga, using Likert scales to evaluate the constructs. Data were analyzed using partial least squares structural equation modeling; Results indicate that maintenance (β = 0.304), surveillance (β = 0.264), trust in police (β = 0.203), and territoriality (β = 0.184) significantly influence perceived security, while access control does not. Perceived security strongly impacts satisfaction (β = 0.662) and revisit intention (β = 0.641). The model explains 47% of the variance in perceived security, 43% in satisfaction, and 41% in revisit intention. These findings highlight the value of integrating environmental design and institutional trust within service marketing and crime prevention, showing that investments in design and maintenance can yield commercial benefits. The study offers guidance for owners seeking to improve customer satisfaction and loyalty through targeted strategies. Full article

In the context of China’s increasingly competitive agricultural product branding, authenticity has become a pivotal mechanism for shaping consumer trust and willingness to pay. This study takes Perceived Brand Authenticity (PBA) as its focal construct and builds a chained mediation framework incorporating experiential quality (EQ) and consumer trust. Employing a dual-evidence strategy that combines structural discovery and causal validation, the study integrates Jaccard similarity clustering and PLS-SEM to examine both behavioral patterns and psychological mechanisms. Drawing on 636 valid survey responses from across China, the results reveal clear segmentation in channel choice, certification concern, and premium acceptance by gender, age, income, and education. Younger and highly educated consumers rely more on e-commerce and digital traceability, while middle-aged, older, and higher-income groups emphasize geographical indications and organic certification. The empirical analysis confirms that PBA has a significant positive effect on EQ and consumer trust, and that the chained mediation pathway “PBA → EQ → Trust → Purchase Intention” robustly captures the transmission mechanism of authenticity. The findings demonstrate that verifiable and consistent authenticity signals not only shape cross-group consumption structures but also strengthen trust and repurchase intentions through enhanced experiential quality. The core contribution of this study lies in advancing an evidence-based framework for sustainable agricultural branding. Theoretically, it reconceptualizes authenticity as a measurable governance mechanism rather than a rhetorical construct. Methodologically, it introduces a dual-evidence approach integrating Jaccard clustering and PLS-SEM to bridge structural and causal analyses. Practically, it proposes two governance tools—“evidence density” and “experiential variance”—which translate authenticity into actionable levers for precision marketing, trust management, and policy regulation. Together, these insights offer a replicable model for authenticity governance and consumer trust building in sustainable agri-food systems. Full article

This study examines how the initiation of monetary compensation and the sincerity of apologies influence customers’ repurchase intentions after receiving products with minor defects, and how these effects are moderated by consumer pickiness and the e-store’s reputation. Two scenario-based, between-subjects online experiments were conducted in China via the Wenjuanxing online survey platform, with participants voluntarily taking part in exchange for monetary compensation. We propose that consumers have a higher repurchase intention when online customer service initiatively offers monetary compensation (vs. passive vs. no compensation) and that the effect of monetary compensation modes can be enhanced by a serious apology from customer service. Building on these findings, Study 1 (n = 330) reveals that picky consumers are more sensitive to the enhanced effect of initiative monetary compensation on repurchase intentions under serious apologies. Moreover, Study 2 (n = 537) confirms that consumers are more stringent in their expectations of high-reputation stores, whereas low-reputation stores can achieve similar positive effects with casual apologies that high-reputation stores only obtain through serious apologies. This study provides theoretical support for the importance of the initiation of actions and sincerity in service recovery and offers guidance for businesses dealing with picky consumers. Full article

The global automotive industry’ s rapid transformation has led to electric vehicles (EVs) capturing a significant market share as a sustainable transportation option. To sustain this growth, it is crucial to not only attract new users but also retain existing ones through repurchases. This decision is shaped by both vehicle attributes and users’ prior experiences. This study examines the impact of five dimensions of expected utility and experienced utility gap (including cost utility, functional utility, emotional utility, environmental utility, and social utility) on the repurchase intentions of 863 Chinese EV users. Discrete choice experiments were used to analyze these factors, considering both vehicle and personal attributes. The results show that when emotional utility exceeds expectations, users are more likely to repurchase pure electric and plug-in hybrid electric vehicles. However, if environmental and social utilities fall short of expectations, users may be discouraged from choosing these two vehicle types. In contrast, decisions regarding gasoline vehicles are primarily driven by economic and habitual factors, with minimal influence from emotional, environmental, or social utilities. Additionally, EV users show a preference for medium-sized models that offer shorter charging times and longer driving ranges. These findings offer insights for enhancing consumer acceptance, accelerating EV market penetration, and supporting the automotive industry’s sustainable development, thereby contributing to the achievement of environmental sustainability goals. Full article

This study investigates how the packaging image of agricultural products in livestreaming commerce influences consumers’ repurchase intentions and, on this basis, formulates effective packaging improvement strategies to enhance repurchase intention. Focusing on agricultural product packaging, we conducted an online survey of 392 consumers with livestream shopping experience and employed a combined approach of structural equation modeling (SEM) and artificial neural networks (ANNs) to analyze the effects of packaging image on repurchase intention. Starting from elements of packaging design—such as external appearance, cultural cues, imagery, and materials—we examined color schemes, typography, and illustration styles and further explored how these factors shape repurchase intention by elevating consumers’ perceived value. The findings indicate that the information-conveying functions of packaging—namely the communication of product culture, quality, and distinctive attributes—have a significant impact on repurchase intention. SEM results reveal that perceived value plays a pivotal mediating role between packaging image and repurchase intention. Complementarily, ANN analysis identifies visual appearance as the strongest predictor of repurchase intention among all packaging elements. Building on these insights, the study proposes concrete packaging design strategies, including optimizing visual appearance to highlight brand distinctiveness; distilling design symbols to narrate brand stories; and mining cultural connotations to strengthen cultural expression. This research not only verifies the importance of packaging design in boosting consumers’ repurchase intentions but also offers a practical strategic framework that can be extended to packaging design practices for other agricultural products. It provides new theoretical support and practical guidance for the field, offering a valuable reference for future research and practice. Full article

This study examines the determinants of online customer engagement (OCE) and its role in influencing the repurchase intention of healthy food through social commerce (s-commerce) platforms. Using the Stimulus-Organism-Response (S-O-R) framework, 300 Indonesian urban shoppers were surveyed to explore the impact of customer internal and external buying stimuli through online content quality (OCQ) and customer experiences, encompassing hedonic and social value. PLS-SEM analysis highlights the significance of OCQ in enhancing customer trust and engagement while underscoring the importance of emotional gratification and perceived social benefits mediating customer engagement in building repurchase intentions. The analysis also reveals the insignificant direct effect between social value and repurchase intention, suggesting a more nuanced mechanism in consumer behavioural response. The findings provide theoretical insights into s-commerce research and practical implications for designing online food services to retain customers, emphasising the need for integrative strategies incorporating emotional, social, and informational elements. This research contributes to a deeper understanding of consumer behaviour in using social media for healthy food marketing. It offers sustainable and actionable recommendations for the digital era. Full article