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Purpose: Online fashion retailers offer body measurement guidance, alongside their target consumer body size charts and fit information, to help consumers select the right size garment as the garment cannot be tried on. Its use by retailers suggests it can act as a means of mitigating garment returns as there has been a noted increase in returns due to incorrect size selection even though body measurement instructions are provided online. The purpose of this research is to determine how consumers interact with body measurement guidance, how they interpret it and use it, thereby interrogating its efficacy. Design/methodology/approach: An exploratory investigation was undertaken. Thirty participants were recruited and given a choice of fashion retailers' body measurement guidance and a tape measure. They took their body measurements over their clothes. A technician repeated the task, thereby providing two sets of body measurements. A paired t-test determined if there was a significant difference in both values in terms of their mean. Technicians also documented their observations of how the participants interacted with the task. The content of the fashion retailer measurement guidance was then compared to that of published anthropometric guidance for surveys. Findings: Participants were familiar with the guidance and tape-measure; they were able to self-measure. The fashion retailer measurement guidance, however, lacked detail/clarity in visuals and written content when compared to anthropometric guidance. Interpretation of the guidance differed between participant and technician. This resulted in a significant difference in circumference measurements for the bust/chest and hips, yet no significant difference in waist and inside-leg measurements. For measurements that were difficult to take unaided, participants devised novel practices which resulted in little divergence from the technician taken body measurements. The results question the guidance efficacy in its current form. Originality/value: There has been no study which addresses how consumers interpret and interact with fashion retailers' online measurement guidance. This is important as this can mitigate garment returns. This research provides insight to influence fashion retailers' measurement guidance policy. It also adds to the existing body of knowledge surrounding anthropometric practice for clothing. Research limitations/implications: The findings indicated that fashion retailers need to revise their body measurement guidance content. The content needs to be more comprehensive but still use accessible language and visuals. The broader implications of this study highlight that traditional anthropometrics for self-taken body measurement needs developing as an emerging concept through clothing-related academic study. Practical implications: Fashion retailers' measurement guidance needs to be more comprehensive but still use accessible language and visuals. The broader implications of this study highlight that traditional anthropometrics for self-taken body measurement needs further investigation and documentation as an emerging concept through clothing-related academic study. [ABSTRACT FROM AUTHOR]

Purpose: Transaction laundering has become an increasingly intricate and rampant form of financial misconduct in the age of digital commerce. This research paper conducts an exhaustive examination of this issue, categorizing the various techniques criminals use to highlight areas where existing risk management practices could be further refined. Amid escalating regulatory scrutiny of both financial and nonfinancial entities, the paper stresses the implications of not meeting regulatory standards. As a novel contribution, this study advocates for a shift in risk management strategies. It argues that entities under obligation should harness advanced technological methods to counter transaction laundering challenges effectively. The study serves as a relevant guide for online businesses aiming to strengthen their measures against transaction laundering. For future work, the potential effectiveness of technology-driven countermeasures deserves further scrutiny. Design/methodology/approach: This study used a conceptual legal research method, using a library-based doctrinal legal research approach with a conceptual legal perspective, drawing from existing literature. This study reviewed primary and secondary legal sources, including case law and provisions of the Money Laundering (Prohibition) (Amended) Act, 2012, and the Terrorism (Prevention) Act 2013 (as amended). This study also assessed the provisions of the Economic and Financial Crimes Commission (Establishment) Act, Laws of the Federal Republic of Nigeria, 2004. This research further incorporated a blend of archival and secondary legal sources. This study conducted comparative analyses, examining the legal frameworks of Canada, the UK, Hong Kong and China alongside Nigeria to identify potential lessons for enhancing Nigeria's legislation concerning money laundering and terrorism financing. This study also assessed problems and derived insights from the study's findings. This research method was chosen to establish the credibility of the findings regarding the issues of money laundering and terrorist financing. Findings: The analysis uses a comprehensive network dataset, encompassing ties among individuals and businesses in the Netherlands from 2005 to 2019. It integrates administrative data, including family ties, shared bank accounts and employment history, with corporate information and ownership relations from the Chamber of Commerce. Criminal data related to police interventions, legal convictions and suspicious money laundering transactions are linked to these networks. This unique approach overcomes the scarcity of large empirical datasets in criminological research, offering valuable insights into criminal network behavior and dynamics. Understanding how criminal networks adapt to anti-money laundering policies aids regulatory authorities in designing more effective and efficient measures while also enhancing the tools available to enforcement authorities for detection and investigation. Originality/value: AML policies are often criticized for their high costs relative to the perceived benefits. This paper's method avoids dark number estimations and relies on high-quality administrative data. The theoretical contribution includes an examination of specialization, competition and collaboration within criminal networks. The empirical aspect uses a unique dataset and emerges as a methodology for evaluating the effects of AML policy measures using temporal cluster analysis. [ABSTRACT FROM AUTHOR]

Purpose: This research aims to investigate the showrooming phenomenon in the context of the evolving omnichannel shopping landscape, which seamlessly integrates both physical and online retail channels. Showrooming, wherein customers browse products in physical stores but ultimately purchase from online competitors, poses a potential threat to the job security and job satisfaction of sales staff in brick-and-mortar (B&M) stores. To address this issue, this study explores the relationship between showrooming, self-efficacy, sales performance, job insecurity and job satisfaction of sales staff, using the job demands-resources (JDR-R) model as a theoretical framework. Design/methodology/approach: This research employs quantitative research methods and gathers data from 219 sales staff working in Indian retail stores. Structural equation modeling is used to test the proposed hypotheses. Findings: The results indicate that showrooming is associated with a decrease in the self-efficacy, sales performance and job satisfaction of sales staff. Furthermore, the result indicates that showrooming is positively associated with increased job insecurity among the sales staff. Originality/value: This study offers valuable contributions to existing literature and offers insights for both retailers and salespeople regarding the potential repercussions of showrooming. It also suggests coping strategies to address the challenges posed by showrooming and the behavior of showroomers. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this paper is to examine whether the use of humor in one-shot online negotiations affects the chance that the target of the humor will accept the offer. This study/paper proposes two competing hypotheses in this specific context: humor could be perceived as impertinent and thus decrease offer acceptance, or it could be perceived as friendly and thus increase offer acceptance. Design/methodology/approach: To test these hypotheses, this study/paper conducted an experimental scenario study among 589 participants in a negotiation about selling a wardrobe on an online marketplace. Participants took the perspective of the seller, and this study/paper compared a condition in which the buyer used a joke versus a condition in which the buyer did not use a joke. Findings: The use of humor by a buyer significantly increased the chance of offer acceptance by the seller. Without humor, 62% of sellers accepted the buyer's offer. With humor, 82% of sellers accepted the offer. Further analysis suggests this is explained by the buyer being perceived as friendlier in the humor condition relative to the no humor condition. There were no effects on perceptions of buyer's impertinence. Practical implications: The findings indicate that humor is beneficial for buyers in a one-shot online negotiation. On the flipside, this implies that sellers should be cautious about being manipulated into accepting inferior deals by buyers who use humor in one-shot online negotiations. Originality/value: The significant increase in the number of transactions on online marketplaces (such as AliExpress or eBay) justifies having a fresh look at the role of humor in one-shot online negotiations that are at the core of such transactions. Research in this domain is relatively scarce. In particular, there is no study that specifically tests whether humor is beneficial or detrimental in one-shot online negotiations. This study/paper extends the existing literature to the area of one-shot online interactions characterized by psychological distance. [ABSTRACT FROM AUTHOR]

Purpose: This paper systematically reviews and scrutinises the current development of studies concerning digital platform use in firms' internationalisation. It also provides a research agenda for future work. Despite more than two decades of research, the study of how traditional firms enter foreign markets using digital platforms remains in its infancy. This paper contributes insights into the academic and managerial relevance of this field. Design/methodology/approach: A systematic review of the literature based on content analysis was undertaken, drawing from peer-reviewed journal articles in international business, international marketing, information systems, and electronic commerce. The articles were published between 1999 and 2023, and the review employed a vote-counting method. Findings: This analysis of 61 papers indicates that research on digital platform use in firms' internationalisation is growing rapidly. However, the field itself is fragmented, and the research findings are inconsistent. This dynamic area reflects a growing trend, is dominated by several theories, relies primarily on survey data, and frequently uses China as a research context. Originality/value: In acknowledging the vibrancy and managerial importance of this field, the authors offer a comprehensive overview of the existing studies to serve as a repository of knowledge on digital platform use in internationalisation for both academics and practitioners. Based on the aforementioned analysis, this study develops a reconciling framework to address current research gaps and identify future study directions. [ABSTRACT FROM AUTHOR]

Purpose: Large digital platforms face intense scrutiny over self-preferencing, which involves a platform provider favoring its own offers over those of competitors. In online marketplaces, also called retail or e-commerce platforms, much of the academic and regulatory debate focuses on determining whether the marketplace provider gives preference to its own private labels, such as "Amazon Basics" or Walmart's "Great Value" products. However, we outline, both conceptually and empirically, that self-preferencing can also occur through other dimensions of vertical integration – namely, retailing and fulfillment. Design/methodology/approach: This article contributes by conceptualizing three dimensions of vertical integration in online marketplaces – private labels, retailing and fulfillment. Then, two studies empirically assess (1) which of the 20 most-visited global online marketplaces vertically integrates which dimension and (2) which share of 600 m available offers is vertically integrated to which degree in eleven international Amazon marketplaces. Findings: The majority of the leading marketplaces vertically integrate all three dimensions, implying ample opportunities for self-preferencing. Across international Amazon marketplaces, only 0.02% of available offers consist of an Amazon private-label product. However, Amazon is a retailer for around 31% and fulfills around 38% of all available offers in its marketplaces. Hence, self-preferencing on Amazon can occur most frequently through retailing and fulfillment but comparatively infrequently through private-label offers. Still, these shares differ substantially by country – every second offer is vertically integrated in the USA, but only one in ten in India. Originality/value: Most of the self-preferencing debate often focuses on private-label products. Instead, we present large-scale empirical results showing that self-preferencing on Amazon could occur most often through retailing and fulfillment because these channels affect much larger shares of offers. We also measure the variation of these shares across countries and relate them to regulatory environments. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to assess retail shopping avenues for young consumers based on the type of guidance and assistance they pursue (social media vs professional service provider) in purchasing situations judged to be important. Young consumers consider themselves pet parents and pets represent an extension of self. Thus, pet-related products, by their importance, represent an excellent area of analysis for this inquiry. Design/methodology/approach: Data collection was completed in a way that is contextually relevant and gives the results ecological validity with the assistance of a major supplier of pet food. A total of 470 Gen Z owners of small companion animals were obtained. The partial least squares structural equation modeling testing method is considered appropriate for the model analysis due to the structure and homogeneity of the sample and due to the precision of the method. Findings: Results indicate that, in accordance with social media engagement (SME) theory, high SME elevated social commerce purchase intentions while professional advice seekers reported increased brick-and-mortar shopping. Thus, context-dependent, young consumers may purchase from brick-and-mortar sites. Originality/value: This paper draws on SME and Advice Response Theory and proposes an original model explaining channel selection preferences for young consumers based on the type of advice sought for important purchasing decisions. The model represents a steppingstone to investigate the mechanism that translates information search sources into buying through different channels. [ABSTRACT FROM AUTHOR]

The article discusses leadership strategies for sustaining business success in the post-pandemic era, focusing on the impact of the COVID-19 pandemic on businesses worldwide. It highlights the importance of technology adoption, agile leadership, sustainability leadership, market leadership, ethics leadership, institutional leadership, supply-chain leadership, and digital leadership in navigating the challenges posed by the pandemic. The research papers featured in the article emphasize the need for businesses to adapt to digitalization, innovate, and prioritize sustainability to ensure long-term success and resilience in the face of crises. [Extracted from the article]

Purpose: Social commerce (s-commerce) offers community-based platforms that facilitate customer-to-customer interactions and the development of customers' social shopping-based experience. While prior research has addressed the role of customer engagement (CE) in boosting s-commerce-based sales and performance, insight into the effect of s-commerce attributes on CE remains tenuous. Addressing this gap, this study examines the role of specific s-commerce attributes (i.e. community, collaboration, interactivity and social dynamics) on CE, which is, in turn, proposed to impact customers' repurchase- and electronic word of mouth (eWOM) intention. Design/methodology/approach: A web-based survey was deployed to target users of a popular s-commerce platform, Etsy.com. Partial least squares structural equation modeling (PLS-SEM) was, then, used to analyze the survey data collected from 390 users. Findings: The results reveal that the four examined attributes positively affect CE. The findings also demonstrate CE's positive effect on customers' repurchase- and eWOM intention. Originality/value: Though CE has been identified as a key s-commerce performance indicator, little remains known about the role of specific s-commerce attributes in driving CE, as, therefore, explored in this research. Specifically, the authors examine the role of s-commerce-based community, collaboration, interactivity and social dynamics on CE. Their analyses also corroborate that CE, in turn, drives customers' post-purchase (i.e. repurchase/eWOM) intention. Managerially, our findings can be used to develop more engaging s-commerce platforms. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to explore the concept of "actor engagement" within the context of the sharing economy, a novel and dynamic business model. Specifically, it investigates the formation of actor engagement and its relationship with value creation within this business model. Design/methodology/approach: Drawing on Storbacka et al. (2016)actor engagement framework and service-dominant logic service ecosystem model, unstructured data (text and images) from the Airbnb platform in seven countries and text- and image-mining techniques such as machine learning are used to measure the research variables and test the model by PLS-SEM. Findings: The results indicate that affective engagement has a more significant impact on behavioural engagement than cognitive engagement for multidimensional actor engagement. Service providers' engagement – directly, and through customer engagement – influences value creation for service providers (i.e. performance). Moreover, national-level moderator (i.e. economic, competitiveness, technology, social and political factors) plays a significant moderating role in our model. Research limitations/implications: This study encourages future research to explore how actor engagement leads to value creation for all actors on the different sharing economy platforms. Practical implications: The findings provide practical insights for service providers to engage their customers and platform managers, especially in an international context, on managing their relationships with both customers and service providers in different countries. Originality/value: This study advances the current literature on actor engagement and its role in value creation by providing a better understanding of the role of the national context in this process through unstructured data analysis. [ABSTRACT FROM AUTHOR]

Purpose: Social commerce (SC) is a new genre in electronic commerce (e-commerce) that has great potential. This study proposes a new research framework to address deficiencies in existing social commerce research frameworks (e.g. the information model). Design/methodology/approach: In the era of Industrial Revolution 4.0 technologies and new social commerce (s-commerce) models, the authors believe that there is an immediate need for a new research framework. The authors analysed the progress of the s-commerce paradigm between 2003 and 2023 by applying longitudinal science mapping. The authors then developed a research framework based on the themes in the strategic diagrams and evolution map. Findings: From 2003 to 2010, studies on s-commerce mainly focused on social networking sites, virtual communities, social shopping and analytic approaches. From 2011 to 2015, it shifted to s-commerce, consumer behaviour, Web 2.0, artificial intelligence, social technologies, online shopping, user studies, data gathering methods, applications, service-based social commerce constructs, e-commerce and cognitive factors. Social commerce remained the primary research paradigm from 2017 to 2023. Practical implications: The SC framework may be analogous to popular research frameworks such as technology-organisation-environment (T-O-E) and stimulus-organism-response (S-O-R). Based on this SC framework, researchers may gain a better understanding by determining the factors of the social, commercial, technological and behavioural dimensions. Originality/value: The authors redefined s-commerce and developed an SC framework. Practical guidelines for the SC framework and an exemplary research model are presented. Overall, this study offers a new research agenda for the extant understanding of s-commerce, with the SC framework as the next frontier of the theoretical advancements and applications of s-commerce. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to investigate the extent and pattern of the influence of one of the most important decision-making tools in the context of social commerce. This study demonstrates how much customer testimonials (including verified purchases and ordinary users) can influence the sales rank of experience and search goods. Design/methodology/approach: The data were collected by text mining and performing a content analysis on the XML documents of Web pages and processing them. For search goods, 22,311 opinions were recorded regarding 95 mobile phones. Additionally, for experience goods, 67,817 opinions were recorded regarding 162 books in the Amazon online store. The data were analyzed by functional regression method in longitudinal data analysis. Findings: In terms of importance, the opinions and recommendations of verified purchases had a 60% greater impact on the sales rank of experience goods than the opinions and recommendations of ordinary users. In search goods, the opinions of ordinary users had a greater impact than the opinions of verified purchases. The historical effect of the opinions of ordinary users at the end of the review period on sales rank was evident, while the historical effect of the verified purchase viewpoints during the review period had a nonlinear curve. The results showed that it was necessary to increase the volume of comments to increase their reliability in experience goods. Practical implications: Measuring the effect of customer testimonials helps the managers of retail websites design algorithms and online suggestion systems, thereby improving the sales of their products by providing information desired by customers. Social implications: Individuals can be a source of information and influence the buying decision process of others by sharing their experiences. This issue helps reduce the purchase risk and explains the importance of interaction and sharing the customer's experience. Originality/value: Analyzing the impact of customer testimonials by separating verified purchases and ordinary users is one of the advantages of this study. The quantitative estimation of the impact of recommendations and the provision of a model of their historical effect is one of the approaches not addressed in similar studies. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this paper was to examine consumer perceptions of aesthetic attributes of textile-based assistive devices (ADs) and the language used by consumers to express those perceptions and concerns. Previous investigations of user feedback for ADs have largely focused on functional attributes rather than aesthetics. Design/methodology/approach: An interpretivist research philosophy was selected to investigate the meaning behind consumer perceptions and to understand their viewpoints on the aesthetic dimensions of ADs. Using product reviews for two ADs sold on Amazon.com as data, the researchers conducted qualitative data analysis through coding and interpretation of meanings behind reviews to determine consumers' perceptions related to their ADs. Findings: The authors identified consumer concerns linking to aesthetics evidenced as a multisensory integration of visual, tactile and olfactory cues. Consumer-preferred language used to address aesthetic preferences was found to supplement the literature. Aesthetic considerations were found to be impactful on avoiding stigma and encouraging or discouraging continued use of the devices. Practical implications: Findings may contribute to the development of textile-based ADs with improved aesthetics to enhance user experiences. New ways of using consumer language to interpret user needs may assist in future research and design practice for consumer products. Originality/value: The use of consumer product reviews as a rich source of user data is discussed in this paper. As previous research on assistive technology has largely focused on functionality, results of this analysis offer insight into consumers' aesthetic judgments related to ADs and bring a sensory perspective to the research area. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study was to validate the factors influencing perception of digital buyers (PDB), risk factors of digital buying (RFDB) and webrooming intention (WI) and also to examine the mediating role of WI between PDB and RFDB. Design/methodology/approach: The antecedents of variables were validated using exploratory data analysis. The association between PDB and RFDB was established using structural equation modelling. Furthermore, the mediating role of WI is examined using the Sobel test. Findings: The antecedents of PDB (digitization practice, credence preference, brand awareness and consciousness, product features, utilitarian behaviour, price and discount factors), RFDB (performance risk, socio-psychological risk, financial risk, aesthetic risk, time and return risk and perceived quality risk) and WI (perceived ease of online search, usefulness of online search, need for touch, socialization and webrooming attitude) were identified. PDB significantly and positively influences RFDB. There is a direct relationship between PDB and WI. WI and RFDB are positively correlated. WI partially mediates between PDB and RFDB. Practical implications: The research outcome helps the multi-channel retailers to identify the digital platforms to find greater opportunity for customer engagement. Originality/value: The study augments the body of literature on WI by exploring the interplay of PDB, RFDB and WI, which will help retail personnel to strategize operational practices. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to explore the relationship between big data and supply chain platform in China's retail industry. With the emergence of big data resources and technologies, the business pattern of new retail advocates the combination of online and offline channels. Supply chain platform plays a key role in the implementation of retail activities, which has gradually become a research hotspot in the cross field of operations management and information system. Design/methodology/approach: Through the method of literature review and case study, this study empirically explores how big data shapes supply chain platform to support new forms of online retail by grounded theory. Findings: The model framework is validated by reliability test and coding method to process survey materials. The results identify the overall antecedents of supply chain platform and reveal positive effects between big data and new retail. The findings help firm managers build a big data-driven supply chain to support new retail. Originality/value: There are insufficient studies on theoretical frameworks and interaction relationships among big data, supply chain platform and new retail. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to test the impact of avatars on consumer psychological states, engagement, and purchase intention in the online retail environment with reference to the Regulatory Engagement Theory. Design/methodology/approach: One-factor between-subject experimental design was used to test research hypotheses. Two versions of an experimental merchant website have been designed for the purpose of the study: with and without the avatar. Participants were randomly assigned to experimental conditions and responded to an online questionnaire displayed during the visit. SEM analyses with AMOS 24 and SPSS Macro Conditional Process Analysis for bootstrapping were used to test the hypotheses. Findings: The results confirm the avatar's positive impact on perceived enjoyment and immersion, both positively affect consumer engagement and purchase intention. The mediating role of psychological states in the impact of avatars on consumer engagement is also confirmed. Originality/value: This study advances the interactive marketing literature by focusing on avatars as an emerging interactive technology in the virtual retail context. Unlike previous studies on virtual agents, which primarily focused on their utilitarian role in online customer support, this study investigates how avatars influence consumers' psychological states, engagement, and purchase intention. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to determine the factors that impact the trust of microenterprises in online selling platforms and cargo carriers and examine the consequences of a lack of trust. Design/methodology/approach: This study adopts a qualitative exploratory approach and uses grounded theory to generate insights based on interviews with 27 microenterprise owners selling internationally on an online selling platform. Findings: The results show that a lack of competence, an absence of an integrated claim system and a lack of transparency are the main factors affecting sellers' trust in online selling platforms. The relationship between the sellers' intention to continue to use the online selling platform and their trust in the platform was found to be moderated by switching costs. Research limitations/implications: This study is limited in that the results were mainly based on the sellers' perspectives although the phenomenon of interest involves various actors. To mitigate this limitation and cross-check the data, the customer reviews and some of the sellers' account statistics were also analyzed. Practical implications: This study introduces the sellers' perspectives on the dynamics of supply chain management in international micro trade. These dynamics provide a guideline for how to build and manage an online selling platform targeting microenterprises. Originality/value: Unlike previous studies, this study examines online transaction behaviors from the standpoint of sellers, not buyers. Moreover, it is the first study examining the damaged or lost shipments within the context of online transactions in international micro trade. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to examine the factors (Stimuli) enhancing perceived utilitarian, social and conditional values (Organisms) of social commerce (s-commerce) platforms and their impact on small and medium enterprises' (SMEs') behavioral intention (Response) to adopt s-commerce. Design/methodology/approach: Survey data were gathered from 304 Indian SMEs using s-commerce platforms. Data were analyzed using SmartPLS 3 software. Findings: The results indicated that perceived values significantly impact SMEs' behavioral intention to adopt s-commerce. Among conditional, utilitarian and social values, the conditional value of s-commerce sites was found to be the strongest motivator for SMEs to adopt s-commerce. Research limitations/implications: This research contributes to the growing literature on s-commerce, explaining how perceived value influences the decision of SMEs to adopt s-commerce platforms. Practical implications: Among the significant influencers, perceived usefulness and perceived reputation were found to be the most effective triggers that stimulate perceived values of s-commerce sites. The findings draw due attention from policymakers toward environmental cues such as the legal and regulatory environment, which are instrumental in creating the most important perceived value for SMEs, i.e. conditional value. Originality/value: By employing the inputs from the theory of consumption values and the Stimulus-Organism-Response framework, this original study looked beyond the technology factors and examined the role of perceived values of s-commerce platforms in shaping SMEs' behavioral intention to adopt. [ABSTRACT FROM AUTHOR]

Purpose: The primary purpose of this study is to examine the relationship between conumers' emotional attachment towards fashion apps and positive behavioral outcomes, such as e-WoM and repurchase intention. The study also aims to explore how e-servicescape, customer experience and perceived value of online shopping influence this relationships. Design/methodology/approach: The study has used quantitative research methods to collect data from a sample of 484 consumers who had previous experience of purchasing using fashion apps. Data were collected from university students enrolled in university in Gujarat, India using an online self-administered questionnaire. The data are analyzed using structure equation modeling to determine the relationships between the variables under investigation. Findings: The results demonstrate relationships between e-servicescape, customer experience and perceived value of online shopping, emotional attachment and the two consumer outcomes: repurchase intention and e-WoM. The study found support for hypotheses 1, 2 and 3, highlighting the influence of e-servicescape, customer experience and perceived value of online shopping in developing emotional attachment with fashion apps. The study also confirmed hypotheses 5 and 6, which suggest that consumers who have a stronger emotional attachment to fashion apps are more likely to intend to repurchase fashion products and engage in positive electronic word-of-mouth behavior for fashion brands. Originality/value: In today's digital age, fashion apps are vital for fashion retailers to remain competitive and offer their customers a smooth and immersive shopping experience. Given the potential impact of fashion apps on the customer behavior, it is essential to investigate the relationship relationships between e-servicescape, customer experience and perceived value of online shopping, emotional attachment and the two consumer outcomes: repurchase intention and e-WoM in the context of fashion apps. The findings of the study are expected to contribute to the understanding of consumer behavior in the context of fashion apps and e-commerce more broadly. The results may also provide insights into how fashion retailers can improve their online presence and customer experiences to increase emotional attachment and positive behavioral outcomes. Practical implications: The results of this study have several implications for online retail managers and fashion app developers. The study provides strong support for the idea that the extent to which online customers feel emotionally attached to fashion apps is strongly related to their e-WoM and repurchase intention. Moreover, the results of the study suggest that online retailers who are looking to cultivate emotional connections with consumers through fashion apps should prioritize three key areas: e-servicescape, customer experience and perceived value of online shopping. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to investigate Bangladesh's e-commerce regulations in light of the growing criticism that they are insufficient to curb predicate crimes like fraud and money laundering in the online marketplace. Design/methodology/approach: This study used the exploratory design to examine the latest ministerial directives and laws governing e-commerce in Bangladesh to determine why they cannot prevent fraudulent activities in this promising sector and identify potential solutions. Findings: Bangladesh's regulatory responses to e-commerce fraud prevention and detection are reactive and inadequate. Regulators are unwilling and unable to enforce available legal provisions for various reasons, including a lack of knowledge and coordination among the agencies. Research limitations/implications: This paper focuses solely on the legal and regulatory framework in place to combat e-commerce fraud. Other critical issues, such as consumer rights, privacy and data protection in e-commerce, are not addressed. Practical implications: The findings of this study will assist policymakers in revising current regulatory approaches to e-commerce to protect this sector from criminal abuse. Originality/value: This study looked into the possibility of using a proactive risk-based approach in the e-commerce sector, similar to what the Bangladesh Financial Intelligence Unit does in the financial sector. [ABSTRACT FROM AUTHOR]

Purpose: Operational risks can cause considerable, atypical disturbances and impact food supply chain (SC) resilience. Indicatively, the COVID-19 pandemic caused significant disruptions in the UK food services as nationwide stockouts led to unprecedented discrepancies between retail and home-delivery supply capacity and demand. To this effect, this study aims to examine the emergence of digital platforms as an innovative instrument for food SC resilience in severe market disruptions. Design/methodology/approach: An interpretive multiple case-study approach was used to unravel how different generations of e-commerce food service providers, i.e. established and emergent, responded to the need for more resilient operations during the COVID-19 pandemic. Findings: SC disruption management for high-impact low-frequency events requires analysing four research elements: platformisation, structural variety, process flexibility and system resource efficiency. Established e-commerce food operators use partner onboarding and local waste valorisation to enhance resilience. Instead, emergent e-commerce food providers leverage localised rapid upscaling and product personalisation. Practical implications: Digital food platforms offer a highly customisable, multisided digital marketplace wherein platform members may aggregate product offerings and customers, thus sharing value throughout the network. Platform-induced disintermediation allows bidirectional flows of data and information among SC partners, ensuring compliance and safety in the food retail sector. Originality/value: The study contributes to the SC configuration and resilience literature by investigating the interrelationship among platformisation, structural variety, process flexibility and system resource efficiency for safe and resilient food provision within exogenously disrupted environments. [ABSTRACT FROM AUTHOR]

Purpose: The COVID-19 situation affected the whole landscape of retailing in India and around the world. However, some businesses have used the pandemic-related difficulties into opportunities. E-tailing is one of the ways that helped people in India to continue shopping their essential products and choosing their luxury products without making any physical visits during the lockdown. This research understands the current situation through an observation study and suggests the e-tailing model suitable during the COVID-19 and beyond. Design/methodology: We used secondary data to make the observational study. We also conducted two case studies and interviews with grocery shops and an automotive company. Findings: This research suggests a simple collaborative e-tailing model combining all supply chain players to reduce people's movement, timely delivery and enhanced service to meet customers demand during the lockdown period. Originality/value: This paper has considered two real cases for discussion and also obtained information from public domain. The proposed model has been discussed with the case companies, and it hoped to support business planning for online services. [ABSTRACT FROM AUTHOR]

Purpose: E-commerce companies use different types of dark patterns to manipulate choices and earn higher revenues. This study aims to evaluate and prioritize dark patterns used by e-commerce companies to determine which dark patterns are the most profitable and risky. Design/methodology/approach: The analytic hierarchy process (AHP) prioritizes the observed categories of dark patterns based on the literature. Several corporate and academic specialists were consulted to create a comparison matrix to assess the elements of the detected dark pattern types. Findings: Economic indicators are the most significant aspect of every business. Consequently, many companies use manipulative methods such as dark patterns to boost their revenue. The study revealed that the revenue generated by the types of dark patterns varies greatly. It was found that exigency, social proof, forced action and sneaking generate the highest revenues, whereas obstruction and misdirection create only marginal revenues for an e-commerce company. Research limitations/implications: The limitation of the AHP study is that the rating scale used in the analysis is conceptual. Consequentially, pairwise comparisons may induce bias in the results. Practical implications: This paper suggests methodical and operational techniques to choose the priority of dark patterns to drive profits with minimum tradeoffs. The dark pattern ranking technique might be carried out by companies once a year to understand the implications of any new dark patterns used. Originality/value: The advantages of understanding the trade-offs of implementing dark patterns are massive. E-commerce companies can optimize their spent time and resources by implementing the most beneficial dark patterns and avoiding the ones that drive marginal profits and annoy consumers. [ABSTRACT FROM AUTHOR]

Purpose: This study aims to present a methodology and a system to support the technical and managerial issues involved in anomaly detection within the reverse logistics process of an e-commerce company. Design/methodology/approach: A case study approach is used to document the company's experience, with interviews of key stakeholders and integration of obtained evidence with secondary data. Findings: The paper presents an algorithm and a system to support a more efficient and smart management of reverse logistics based on a set of anticipatory actions, and continuous and automatic monitoring of returned goods. Improvements are described in terms of a number of key performance indicators. Research limitations/implications: The analysis and the developed system need further applications and validations in other organizational contexts. However, the research presents a roadmap and a research agenda for the reverse logistics transformation in Industry 4.0, by also providing new insights to design a multidimensional performance dashboard for reverse logistics. Practical implications: The paper describes a replicable experience and provides checklists for implementing similar initiatives in the domain of reverse logistics, in the aim to increase the company's performance along four key complementary dimensions, i.e. time savings, accuracy, completeness of data analysis and interpretation and cost efficiency. Originality/value: The main novelty of the study stays in carrying out a classification of anomalies by type and product category, with related causes, and in proposing operational recommendations, including process monitoring and control indicators that can be included to design a reverse logistics performance dashboard. [ABSTRACT FROM AUTHOR]

Purpose: As ecommerce becomes more prevalent, traditional brick-and-mortar retailers such as warehouse clubs (WCs) face the challenging task of maintaining and growing their customer base. This study aims to unravel the combined impact of retail agglomeration and ecommerce activities on consumer foot traffic (also referred to as "footprint") at WC stores, placing an emphasis on the locational strategies adopted by WCs in this evolving retail landscape. Design/methodology/approach: Mobile-based customer foot traffic data for Costco, a major U.S. WC chain, is sourced for our analysis. We use Principal Component Analysis (PCA) to identify dimensions of general merchandise (GM) and narrow-range merchandise (NM) retail agglomeration. Two-stage least squares (2SLS) regressions are used to explore how the intensity of ecommerce activities and WC locational choices within retail agglomerations impact WC foot traffic. Findings: Our analysis highlights a notable decline in WC store visits attributable to both GM and NM ecommerce activities, with GM ecommerce presenting a more significant competitive challenge to WCs. Regarding retail agglomerations, proximity to GM clusters that include a diverse range of supercenters, department stores, and club stores, is associated with an increase in WC customer visits within their vicinity. In contrast, the influence of NM agglomerations is mixed; clusters adjacent to grocery stores lead to higher WC customer traffic compared to those focused on other specialized stores. These findings underscore the strategic importance of location in mitigating the adverse effects of ecommerce competition. Additionally, our study uncovers intricate dynamics between GM and NM retail clusters and ecommerce activities, demonstrating varied impacts on WC customer footprint. Research limitations/implications: Access to customer footprint data illustrates the potential of this data source for retail decision making and researchers. Our analysis is limited to one chain, notably Costco. Practical implications: Our findings underscore the need for retailers to adeptly navigate the evolving retail landscape, including the confluence between physical and digital retail environments, to secure future success. In particular, our results emphasize the benefits of locating stores within mixed retail agglomerations and underline the need to consider the broader retail landscape in location decisions. Social implications: The rise of ecommerce in the U.S. has reshaped consumer behavior and altered local shopping districts' communal dynamics. This change may spur policy interventions to help physical stores compete with online retailers, emphasizing the importance of retail diversity and community-centric environments to sustain communal retail interactions amidst digital advancements. Originality/value: The paper makes use of a unique dataset to provide a first assessment of the combined effects of retail agglomeration and ecommerce activities on consumer foot traffic for WC retailers. Thus, this paper provides insights into the impacts on consumer shopping behavior from the dynamic interactions between physical retail clusters and online shopping behaviors. [ABSTRACT FROM AUTHOR]

Purpose: The purpose is to investigate whether Brazilian e-commerce nonusers all have the same reasons not to purchase online or whether different behavior patterns might lead them to cluster in different groups. Design/methodology/approach: This study carried out cluster analyses on a large sample (N = 9,065) from a nationwide survey on the use of information and communication technology in Brazil. Findings: Three clusters of e-commerce nonusers were identified: the first cluster is quite reluctant; the second is characterized by disbelief in e-commerce; and the last cluster includes members who must see a product to believe it. Overall, nonusers have different reasons not to shop online, but they also share some similarities in this regard. Furthermore, socioeconomic factors do not seem to affect their behavior. The findings suggest that merchants' failure to attract customers' attention and tangibility are the major barriers to e-commerce use. Practical implications: Even though nonusers have different reasons not to shop online, the key pattern that emerges is the value of tangibility for these individuals, which is a barrier present in all three clusters. This suggests that current marketing strategies and advertisements are ineffective to reach these consumers. Vendors should therefore try different approaches. Originality/value: The findings contribute to the information systems (IS) literature by bringing a new perspective to the understanding of e-commerce rejection in addition to having managerial implications that involve strategies to attract potential users based on their specificities. [ABSTRACT FROM AUTHOR]

Purpose: This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing. Design/methodology/approach: A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model. Findings: The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention. Originality/value: The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry. [ABSTRACT FROM AUTHOR]

Purpose: Drawing on social network and information diffusion theories, the authors study the impact of the structural characteristics of a seller's local social network on her promotion effectiveness in social commerce. Design/methodology/approach: The authors define a local social network as one formed by a focal seller, her directly connected users and all links among these users. Using data from a large social commerce website in China, the authors build econometric models to investigate how the density, grouping and centralization of local social networks affect the number of likes received by products posted by sellers. Findings: Local social networks with low density, grouping and centralization are associated with more likes on sellers' posted products. The negative effects of grouping and centralization are reduced when density is high. Originality/value: The paper deepens the understanding of the determinants of social commerce success from a network structure perspective. In particular, it draws attention to the role of sellers' local social networks, forming a foundation for future research on social commerce. [ABSTRACT FROM AUTHOR]

Purpose: The paper argues that the classical Marxist theory of capitalist accumulation is inadequate to understand new forms of capitalism and their accumulation processes determined by "platforms" and "big data". Big data platforms are shaping the processes of production, labour, the price of products and market conditions. "Digital platforms" and "big data" have become an integral part of the processes of production, distribution and exchange relations. These twin pillars are central to the capitalist accumulation processes. The article argues that the classical Marxist theory of capitalist accumulation is inadequate to understand new forms of capitalism and their accumulation processes determined by "platforms" and "big data". Design/methodology/approach: As a conceptual paper, this paper follows critical methodological lineages and traditions based on non-linear historical narratives around the conceptualisation, construction and transition of the "Marxist theory of capital accumulation" in the age of platform economy. This paper follows a discourse analysis (Fairclough, 2003) to locate the way in which an artificial intelligence (AI)-led platform economy helps identify and conceptualise new forms of capitalist accumulation. It engages with Jørgensen and Phillips' (2002) contextual and empirical discursive traditions to undertake a qualitative comparative analysis by exploring a broad range of complex factors with case studies and examples from leading firms within the platform economy. Finally, it adopts two steps of "Theory Synthesis and Theory Adaptation" as outlined by Jaakkola (2020) to synthesise, adopt and expand the Marxist theory of capital accumulation under platform capitalism. Findings: This article identifies new trends and forms of data driven capitalist accumulation processes within the platform capitalism. The findings suggest that an AI led platform economy creates new forms of capitalist accumulation. The article helps to develop theoretical understanding and conceptual frameworks to understand and explain these new forms of capital accumulation. Originality/value: This study builds upon the limited theorisation on the AI and new capitalist accumulation processes. This article identifies new trends and forms of data driven capitalist accumulation processes within platform capitalism. The article helps to understand digital and platform capitalisms in the lens of digital labour and expands the theory of capitalist accumulation and its new forms in the age of datafication. While critiquing the Marxist theory of capitalist accumulation, the article offers alternative approaches for the future. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece. Design/methodology/approach: Data were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM). Findings: The findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction. Originality/value: The authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers. [ABSTRACT FROM AUTHOR]

Purpose: The purpose of this study is to identify the factors that create value for the customer in the area of e-commerce logistics and to verify whether these factors impact online retailers' performance through customer satisfaction and customer loyalty in a business to customer (B2C) area. Design/methodology/approach: For the purpose of the study, a model of logistics value in e-commerce was introduced. The model was proposed based on the literature review. A total of 592 correctly filled questionnaires from telephone and web interviews [computer-assisted telephone interview (CATI) and computer-assisted web interview (CAWI)] were studied. The exploratory factor analysis (EFA) and structural equation modeling (SEM) were conducted in the study. Findings: It was confirmed that four of five defined logistics value dimensions have positive impact on customer satisfaction. These dimensions are communication of delivery status, convenience of receipt, reception experience and convenience of return. The influence of speed of delivery on customer satisfaction was not confirmed. It was also confirmed that customer satisfaction has a positive impact on customer loyalty and that customer loyalty positively impacts online retailers' performance. Originality/value: The study contributes to the current understanding of the influence of logistics factors on online retailers' performance through customer satisfaction and customer loyalty. There have been few studies that concern logistics value in e-commerce, with particular emphasis on above-mentioned relations. It is especially an important issue due to the fact that logistics can potentially lead to gain a competitive advantage in e-commerce. [ABSTRACT FROM AUTHOR]

Purpose: Considering the emergence of e-commerce platforms and their integration into marketing channels, this paper aims to investigate how artificial intelligence (AI) resources – both technological and human – possessed by e-commerce platforms can enhance their channel power by acquiring market-based assets (relational and intellectual). Design/methodology/approach: Based on resource-based theory and resource orchestration theory, the authors developed a framework tested using survey data gathered from the sellers, which incorporated six key variables: the e-commerce platform's AI technology resources and human resources, rational and intellectual market-based assets, intraplatform competition and channel power. The analyses are performed using the regression analysis technique. Findings: The empirical findings indicate that both technological and human AI resources are crucial in building channel power. In addition, market-based assets serve as a mediator in this relationship, while intraplatform competition moderates the effect of intellectual market-based assets on channel power negatively. Originality/value: This study contributes to the existing literature by exploring how e-commerce platforms' AI resources affect their channel power. The results offer valuable guidance to managers and researchers on optimizing AI resources to improve channel power. [ABSTRACT FROM AUTHOR]

Purpose: Entrepreneurship has become a widely accepted concept in the past few decades due to its prominent role in economic activity and economic development of a nation. Promotion of entrepreneurship can be ensured with the help of entrepreneurship teaching and learning through higher education institutions. Similarly, entrepreneurship skills play a significant role in the promotion of students' intentions to become entrepreneurs. This study aims to examine the role of universities and entrepreneurship skills on the entrepreneurial intentions of students. Design/methodology/approach: Business simulation games is taken as mediator between university role and entrepreneurial intentions as well as entrepreneurship skills and entrepreneurial intentions. This research has used Smart PLS to perform a PLS-SEM technique with a data of 378 students from higher education institutions of Malaysia. Findings: The results of data analysis show a positive role of universities and entrepreneurship skills in the promotion of student's entrepreneurial intentions. Moreover, business simulation games positively mediates the relationship between dependent and independent variables. Originality/value: Results of this research prove that entrepreneurial skills and university support have a significant part in the promotion of entrepreneurship intentions of students. As students use the electronic resources such as business simulation games, their skills, attitude and practical knowledge is positively enhanced and eventually it positively impacts the intention of students to become entrepreneurs. Therefore, it is believed that promotion of entrepreneurial skills in students via business simulation games and positive role of universities in promoting entrepreneurship will have a significant positive influence on the students' entrepreneurial intentions. [ABSTRACT FROM AUTHOR]

Purpose: Entrepreneurs and individual sellers heavily leverage their social ties embedded in social media, expressive or instrumental, to penetrate the market and achieve business success. However, the extant social commerce literature offers limited understanding on how different forms of buyer−seller social ties embedded in social media affect buyers' purchase behaviors. The study draws on the theoretical lens of social ties and proposes an integrative theoretical framework to understand the direct and indirect influences of expressive and instrumental ties (ExTSM and InTSM) between buyers and sellers on buyers' purchase intention (PI) in social commerce. Design/methodology/approach: The authors first validated the measures of ExTSM and InTSM with survey data from 166 Weibo commerce buyers. They then tested their theoretical framework and hypotheses with survey data from 246 buyer−seller dyads in WeChat commerce. Findings: With a buyer-centric view, (1) ExTSM and InTSM, respectively, had a direct negative and a positive influence on PI; (2) both trust and perceived product value displayed inconsistent mediation effects on the negative relationship between ExTSM and PI; and (3) only perceived product value mediated the positive influence of InTSM on PI. From sellers' viewpoint, (1) their ExTSM and InTSM with buyers were mixed up, and (2) the mingled social ties negatively impacted buyers' purchase intention. Originality/value: The findings of the study advance the theoretical understanding of social commerce and offer practical guidance for small and medium-sized enterprises to effectively utilize social media for business purposes. [ABSTRACT FROM AUTHOR]

Purpose: On the basis of the approach-avoidance motivation theory, this study aims to examine the role of information confusion in influencing consumer switching intention among social commerce platforms, with the mediating effect of emotional exhaustion and the moderating role of social overload. Design/methodology/approach: This study applied a multi-method quantitative approach including a survey and two experiments. Data were obtained from consumers on popular social commerce platforms in China. The survey's sample size was 327 respondents, whereas a total of 1,621 consumers participated in the two experiments. Findings: Findings from the survey reveal that information confusion affects switching intention directly and indirectly via emotional exhaustion. Moreover, social overload moderates the emotional exhaustion–switching intention relationship and the indirect impact of information confusion on switching intention. Results of the two experiments further confirm the relationships found in the survey. Originality/value: This study develops and validates a mediation and moderation model which expectedly serves as a framework to better explain consumer switching intention on social commerce platforms. The study also offers fresh insights into consumer switching intention in the unique context of social commerce in an emerging market (i.e. China), which has been largely ignored in the prior literature. [ABSTRACT FROM AUTHOR]

Purpose: Despite retail digitisation and research efforts focussed on online and omnichannel shopping, there is insufficient knowledge regarding retail patronage formation in the grocery category, where in-store sales dominate. This study analyses the retail patronage formation in grocery in-store fill-in shopping. Design/methodology/approach: The authors designed a questionnaire to measure retail patronage behaviour, consumer satisfaction (CS), store attributes evaluation and e-retail usage. Then, the authors analysed the path structure for retail patronage behaviour formation using structural equation modelling. Additionally, they performed a mediation analysis using the bootstrap method and a moderation analysis based on a chi-square difference test. Findings: This study provides three main findings. First, the authors' model has two ways to increase Share-of-Wallet (SOW). One is to increase Share-of-Visits (SOV) and another is to increase CS amongst non-users of e-retailing. Second, the results of the moderation analysis suggest the influence of customers' use or non-use of e-retailing on SOW formation. Third, service evaluation plays an interesting role in the overall model: the lower the assessment of service, the higher the SOV; the higher the evaluation of service, the greater the CS; the greater the CS, the higher the SOV. Originality/value: The authors proposed the framework for the relative retail patronage formation in grocery fill-in shopping to examine the relationship between two relative patronage indicators (SOW and SOV) in the path structure and the mediating effect of CS and the moderating effect of e-retailing usage on retail patronage formation. [ABSTRACT FROM AUTHOR]

Purpose: Consumers worldwide are increasingly ordering groceries from grocery delivery platforms (GDPs). This study aimed to explore the role of brick-and-mortar (B&M) retailers and GDPs in online grocery shopping (OGS) experience, attitude and continuous purchase intention under the platform model of online grocery retailing. Design/methodology/approach: This study used a mixed method approach. A qualitative analysis was conducted based on 30 in-depth interviews and relevant literature to identify key attributes of the OGS experience. Then, data from 352 online grocery shoppers was used to examine the associations between service attributes, attitude and continuous purchase intention using a structural equation model. Findings: The authors identified six key attributes of the OGS experience related to B&M retailers and GDPs. The quantitative study results showed that customer service, price value and instant delivery significantly impact attitude towards GDPs, while product quality, product assortment, customer service, price value and attitude toward GDPs positively impact online attitude toward B&M retailers. Online attitude toward B&M retailers significantly influences continuous purchase intention. Practical implications: B&M retailers and GDPs should strengthen cooperation and joint oversight. Originality/value: This study identified key attributes of the OGS experience associated with B&M retailers and GDPs under the platform model, giving a comprehensive understanding of the relationship between the OGS experience and behavioural intention when B&M retailers collaborate with GDPs. [ABSTRACT FROM AUTHOR]

Purpose: The research aims to qualitatively explore e-marketplace service quality (EMSQ) from the perspective of an industrial buyer as a sole decision-maker. It further intends to quantitatively examine its impact on the industrial buyer's perceived value (PV), overall satisfaction (SAT), and e-loyalty (ELOY) in the context of business-to-government (B2G) e-commerce. Design/methodology/approach: The research used an exploratory sequential mixed-method design. A qualitative exploratory study of EMSQ was conducted using a Straussian grounded theory (GT) technique, followed by an explanatory quantitative study using PLS-SEM to evaluate causal links between various research variables. Findings: In the area of e-services, the investigation found that the hierarchical structure of EMSQ encompasses six broadly applicable dimensions and one B2G context-specific dimension of the e-governance process quality. The study also reinforced previous research findings in the B2C and B2B e-commerce domains, highlighting that e-service quality positively impacts online buyer's PV, SAT and ELOY. Research limitations/implications: This research contributed to the area of e-service operations by developing and validating the EMSQ model in the B2G e-commerce settings. Further, it has opened up new research avenues in B2G e-commerce. Practical implications: The findings from this research highlighted that e-service operations managers should focus on usability, technological concerns, product/vendor quality concerns, customer support reliability, along with effective e-governance, ordering and logistics processes for e-business success. It also provides policymakers with guidelines for making B2G e-marketplaces sustainable. Originality/value: To the best of the author's knowledge, this is the first study employing the GT and PLS-SEM techniques to explore EMSQ from the viewpoint of industrial buyers in B2G e-commerce. The study contributed to prior literature by proposing and validating the hierarchical EMSQ model. [ABSTRACT FROM AUTHOR]

Purpose: Generation Z (Gen Z) is particularly influenced by digital technologies as this cohort is found to have grown up with technology forming the pivot of most of their routine activities. Owing to the huge potential of this market, online retailers are keen to build and sustain their loyalty. Shopper's loyalty varies across age, gender, income, service quality perceptions, etc. of customers. This study aims to show that it is necessary to identify distinct consumer segments of these shoppers which can enable online retailers to fine tune their marketing programs and increase program effectiveness. Design/methodology/approach: Using a sample of 700 students pursuing Masters in Business Administration (553 usable responses) from two state universities in North India, data have been collected with reference to accessories, clothes, books and electronic goods. SPSS and AMOS have been used to analyse data using cluster analysis and multinomial logit (MNL) regression analysis. Findings: The results of cluster analysis reveal that these shoppers can be clustered into three segments, namely disloyal shoppers (DS), staunch loyals (SL) and vacillating shoppers (VS) on the basis of their online retail loyalty. The odds ratio reveals that less frequent online shoppers are less likely to be VS or DS than being SL shoppers. People who experience flow while surfing online shopping websites are 3.260 times more likely to be VS than being SL. Further, service quality decreases the odds of a shopper acting as a VS in comparison to SL shopper by 0.113. Research limitations/implications: These findings would help marketers identify strategies that can transform the VS or the disloyal ones into loyal and profitable segments. The present study is limited to Gen Z shoppers and so results may vary for customers belonging to other age groups. Originality/value: The study contributes to existing literature by understanding the antecedents which contribute to online retail loyalty of distinct segments of young shoppers. [ABSTRACT FROM AUTHOR]

Purpose: Whilst green distribution alternatives for consumers have the potential to decrease environmental impact from logistics, retailers struggle to provide such alternatives. The purpose of this paper is to increase the understanding of the factors that hinder retailers from offering green distribution alternatives to consumers. Design/methodology/approach: The paper relies on a multiple case-study of three cases, with one retailer constituting each case. Semi-structured interviews with seven respondents and visits to the retailers' checkouts were used for data collection. Findings: The offering of green distribution alternatives is a complex task for retailers, with barriers related to six categories (organisational, financial, retailer-logistic service provider (LSP) market, retailer-consumer market, governmental and technological barriers) obstructing the way forward. A process towards offering green distribution services, including barriers and potential mitigation strategies, is suggested. Research limitations/implications: The study is limited to a Swedish context, and further research could consider how barriers would manifest themselves in countries with other characteristics. Practical implications: A framework with barriers and mitigation strategies offers guidance for managers within e-commerce. Social implications: The greening of logistics is an important quest towards world-wide sustainability goals, and this paper contributes with an increased understanding of how to decrease environmental impact from e-commerce distribution. Originality/value: The paper is one of few that takes the consumer side of the greening of logistics into account, thus contributing with valuable perspectives to this scarce body of literature. [ABSTRACT FROM AUTHOR]

Purpose: There is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online customers for higher profits. As a result, it is essential to understand e-service quality and its relationship with other e-commerce-related variables identified as customer satisfaction, word-of-mouth (WOM), loyalty and repurchase intention. The main objective of this research is to validate the psychometric properties of E-TailQ and ES-Qual scales to measure e-service quality in the context of an emerging economy. Design/methodology/approach: The study was administered by surveying online customers through a convenience sampling approach. The sample data consisted of 329 valid responses. The data were analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM). Findings: The results suggest that both the scales are valid, reliable and adequate and confirm the psychometric properties of E-TailQ and ES-Qual scales in an emerging economy context. There is a positive and significant relationship between latent variables (E-TailQ and ES-Qual) and customer outcome variables like satisfaction, loyalty, WOM and repurchase intention. Additionally, the coefficients of the E-TailQ scale have higher values than ES-Qual scales in all dimensions. The perceived quality proved to be a precedent of satisfaction to a lesser extent than other scales' constructs, and it proved to be a superior predictor of WOM for the E-TailQ scale and loyalty for the ES-Qual scale. Overall, when measured by the ES-Qual scale, perceived quality could explain much of the sample's satisfaction, loyalty and repurchase intention compared to E-TailQ. Research limitations/implications: One of the significant limitations of this study is related to the data collection, as individual responses were collected at one particular point in time. Thus, it is impossible to verify the development of perceived service quality outcomes over a specific time. Another possible limitation is the selection of only two widely used scales, although other options are available in the literature. Finally, developing a new scale to address future challenges might be another alternative. Practical implications: The results obtained in the study will help managers assess customer satisfaction, the reputation of the business through WOM, and customer intentions for the repurchase that will lead to loyalty by emphasizing e-service quality. It will enable them to design strategies for improving business performance. The developed instrument will assist in identifying the gaps and describing how service quality can achieve higher levels of customer satisfaction. Originality/value: Several studies in the literature have used E-TailQ and ES-Qual scales to measure e-service quality in developed countries. Only a few studies addressed the validity of these widely used competing scales in an emerging economy like Pakistan. This study addresses the literature gap by addressing the reliability and validity of these scales and assesses the impact of e-commerce-related variables. Besides, the study reveals insights into the literature by addressing multiple dimensions of e-service quality and summarizes a deep understanding of each scale item that affects the perceived quality in a developing economy like Pakistan. [ABSTRACT FROM AUTHOR]