International Journal of Retail & Distribution Management: Volume 49 Issue 11

The mediating effect of consumer empowerment in omni-channel retailing

Özlem Ürgüplü, Işık Özge Yumurtacı Hüseyinoğlu

The purpose of this study is to explore the impact of omni-channel capability (OCC) and consumer empowerment (CE) on customer satisfaction (CS).

The influence of mobile application design features on users' stickiness intentions as mediated by emotional response

Briana M. Martinez, Laura E. McAndrews

The purpose of this paper is to determine the influence of mobile design features on consumers' mobile app stickiness intentions, as mediated by users' emotional response…

Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing

Ja-Shen Chen, Tran-Thien-Y Le, Devina Florence

The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots…

“Not tested on animals”: how consumers react to cruelty-free cosmetics proposed by manufacturers and retailers?

Cindy G. Grappe, Cindy Lombart, Didier Louis, Fabien Durif

Animal welfare is increasingly favoured by consumers in their choice of food and cosmetic products, proposed by manufacturers and retailers. This study aims to investigate the…

E-tailers adaptation during early stages of “social distancing causing crises”: an exploratory study

Deepak Halan

This paper studies the impact of social distancing causing crises (SDCC) such as pandemics in its early stages on e-tailers demand and supply side operations and provides a…

Analysing flow experience on repurchase intention in e-retailing during COVID-19

Ipek Kazancoglu, Burak Demir

The aim of this paper is to analyse the effects of flow experience on repurchase intention. In this context, this paper examines the mediating role of e-customer satisfaction…