Fostering customer green purchase behavior is a fundamental constituent of an eco‐friendly hospitality firms' success. The present study developed a theory of green purchase behavior (TGPB) that ...clearly and sufficiently explains customer environmentally responsible buying behavior for green hospitality products, such as green hotels and green restaurants. Mixed methods based on a psychometric approach were used for the development of the theory. Within the theory, attitude, ascribed responsibility, and social norm directly activate the personal norm. These types of activators form based on awareness of consequences, image, ecological worldview, and environmental value. In addition, past behavior increases behavior. This theorization is fully supported and demonstrated through both qualitative and quantitative processes. Green purchase behavior was satisfactorily accounted for by the proposed theory. The TGPB included a stronger prediction power than the existing pro‐social theories, and it is applicable to diverse hospitality/tourism/consumer behavior contexts.
This study proposed an extended value-attitude-behavior model to explain for consumers' green purchase behavior and validated this model on a random sample of 399 Chinese consumers in Hong Kong. ...Results of structural equation modelling showed that consumers' environmental consciousness (value) strongly influenced their attitude towards environmental issues and towards eco-social benefits (attitude), which in turn exerted positive effects on their green purchase behavior (behavior). Green product information was found to be a key determinant of consumers’ green purchase behavior. Moreover, high quality green products were reported to moderate the relationships between attitude towards eco-social benefits and green purchase behavior and between green product information and green purchase behavior, but not on the relationship between attitude toward environmental issues and green purchase behavior.
Mobile apps are becoming a go-to tactic for retailers because they offer the promise of highly convenient digital engagement. We hypothesize that two types of customers are best served by these apps ...— “offline-only” customers currently purchasing exclusively from the retailer's physical store, and “distant” customers who reside far from the physical store. For offline-only customers, the app complements the physical engagement they currently have. For distant customers, the app offers convenient engagement their remoteness currently precludes. We model app access and purchase behavior of 629 customers who downloaded a retailer's app. We find that apps generate more incremental sales among distant customers compared to near customers, and more incremental sales among offline-only customers compared to online customers. On an illustrative base of 100 K app users, we find accessing the app would generate $2.3 M in incremental sales. Consistent with our segmentation results, we find that the users with the greatest purchase lift (9.5%) due to app usage are those that are distant and offline-only. Our results confirm the economic value of retailer apps and their role as a segmentation strategy to enhance customer engagement.
•Content analysis of TripAdvisor showed attributes of luxury hotel service quality.•Critical incident technique found antecedents and outcomes of guests’ experience.•Critical role of quality of rooms ...and interaction with employees was suggested.
In order to understand the pivotal attributes of luxury hotel service in Malaysia, this study analyses big data in the form of online reviews, as available in TripAdvisor. The content analysis, which was performed using the word frequency analysis has revealed that the main themes of luxury hotel service quality include hotel-related attributes, room-related attributes, staff-related attributes, travel-related attributes, and possible outcomes. The critical incident technique has also been performed to examine the antecedents and outcomes of hotel guests’ satisfaction and dissatisfaction. In this study, quality of rooms and interaction with employees have been determined as major drivers of customers’ word of mouth and revisit intentions. This study contributes with an empirical analysis of particular features of textual context and discussion of the concept of luxury service in the developing countries has been largely neglected so far.
With the textile industry satisfying steadily increasing consumption levels, excessive usage of valuable natural resources provokes a major environmental footprint: 118 billion cubic meters of water ...are expected to be utilized for global clothing production in 2030. Therefore, consumers' clothing consumption behavior needs to be shifted towards a more sustainable one. While green purchase behavior in general is well understood, research still lacks a comprehensive approach to explain consumers' purchase behavior of sustainable clothing. To provide a holistic framework which determines the main antecedents of purchase behavior of sustainable clothing and further, to shed light on the gap between purchase intention and subsequent purchase behavior of such clothes, we extended the Theory of Reasoned Action (TRA) approach with well-established constructs from green literature (i.e., perceived environmental knowledge and environmental concerns) and novel constructs derived from prior exploratory findings (i.e., greenwashing concerns, perceived economic risk, and perceived aesthetic risk). Four hundred sixty-four participants were inquired to assess these constructs in the context of sustainable clothing. Our findings indicate that attitude towards sustainable clothing has the highest impact on purchase intention. However, this relation is negatively influenced by consumers' greenwashing concerns. Moreover, we find evidence that consumers’ perceived aesthetic risk negatively impacts the intention-behavior relation, whereas perceived economic risk has no significant effect on this relation.
Mobile app engagement is receiving increasing attention in both practice and academic research. The aim of this study was to examine structural relationships through a comprehensive engagement model, ...and to measure the factors that influence mobile app engagement and loyalty and that match actual purchase history (behavior) data. The study was conducted on the mobile apps of members of a grocery company. The model was used to show that the design of the mobile app (especially its ease of use) increased engagement, and that this engagement influenced attitudinal loyalty (mainly the intention to recommend the app to others) and behavioral loyalty, and positively influenced purchase behavior. Especially, the mobile app engagement had a stronger influence than attitudinal loyalty on actual purchase behavior.
•Benefit (vs. attribute)-based categorizations enhance mental imagery of product use.•Benefit (vs. attribute)-based categorizations increase the number of products consumers buy.•The effect of ...benefit-based categorization is attenuated among consumers with high imagery abilities.•The effect of attribute-based categorization is enhanced in the presence of imagery appeals.•The effect of benefit-based categorization is attenuated for broader categorizations.
Retailers encounter consequential choices when categorizing products on a (virtual) shelf display. This research disentangles the impact of two of these categorization schemes, namely attribute-based and benefit-based product categorizations. In an attribute-based categorization, products are grouped based on similar product features; whereas in a benefit-based categorization, products are grouped based on their ability to solve various consumer problems. Across eight studies (two of which were conducted in field settings; Ntotal = 3418), we show that a benefit-based (vs. attribute-based) product categorization enhances mental imagery of product use, which in turn increases the anticipated consumption value, and ultimately the number of products that consumers choose to buy. Our findings also demonstrate that the effect of a benefit-based (vs. attribute-based) categorization is attenuated when consumers are already encouraged to engage in mental imagination (i.e., in the presence of imagery appeals in the store), or when they have high imagery abilities. Finally, we show that the effect of benefit (vs. attribute)-based categorization is stronger (weaker) for narrower (broader) categorizations. While this work contributes to a novel and extended view of research on product categorization and mental imagery, it also presents substantial managerial implications for retailers.
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Mobile app engagement is receiving increasing attention in both practice and academic research. The aim of this study was to examine structural relationships through a comprehensive engagement model, ...and to measure the factors that influence mobile app engagement and loyalty and that match actual purchase history (behavior) data. The study was conducted on the mobile apps of members of a grocery company. The model was used to show that the design of the mobile app (especially its ease of use) increased engagement, and that this engagement influenced attitudinal loyalty (mainly the intention to recommend the app to others) and behavioral loyalty, and positively influenced purchase behavior. Especially, the mobile app engagement had a stronger influence than attitudinal loyalty on actual purchase behavior.
The opportunities and challenges of omnichannel in retail industry have been widely discussed, yet despite these benefits, the key elements that constitute an effective omnichannel and how customers ...respond to omnichannel retailing strategies remain unclear. This research conducted online surveys to test the effects of omnichannel elements on various brand experiences and customer retention, considering the moderating role of purchase behavior. The results indicate that omnichannel elements (integration, individualization, and interaction) are generally helpful in retaining customers, through omnichannel elements influence brand experiences differently. In addition, these omnichannel elements have different influences on customer retention due to different purchase behaviors. The findings suggest that retailers can use different omnichannel strategies to attract customers’ purchases and provide insights for practitioners who want to use omnichannel strategies to deliver superior experiences for customers.
•This research proposes three key elements of omnichannel retailing: integration, individualization and interaction.•Omnichannel elements are generally helpful in retaining customers, through omnichannel elements influence brand experiences differently.•The three omnichannel elements have different influences on customer retention due to different purchase behaviors.•The findings provide a generalizable view of what constitutes an effective omnichannel, and this research proposes clear strategic directions for omnichannel designs.
This study aimed to investigate the relationship between green production and sustainable consumption, with a focus on green packaging design and the integration of stakeholder theory and ...expected-value theory. Two studies were conducted to address the research gap from the perspectives of both enterprises and consumers. Study 1 highlighted the importance of employees' degree of psychological ownership of green products for improving green packaging design, while study 2 explored the dual role of green packaging design in influencing consumers' green purchasing behavior through both green skepticism and green perceived value. The findings have practical and theoretical implications for the promotion of green production and sustainable consumption.
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