International Journal of Retail & Distribution Management: Volume 51 Issue 4

Enemies to frenemies: coopetition between online and offline retailers amidst crises

Deepak Halan, Etinder Pal Singh

This study explores coopetition opportunities between e-tailers and brick-and-mortar (BM) retailers and provides a conceptual framework. These opportunities may be triggered by…

Developing a scale for gamified e-service quality in the e-retailing industry

Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee, Azarnoush Ansari

This paper aims to develop a validated scale that can help in measuring the gamified e-service quality (GE-SQ) in the e-retailing industry.

How footwear companies can use online CX to WOW customers

Susana C. Silva, Joana Carmo Dias, Beatriz Braga

E-commerce has become an essential and highly competitive channel for e-retailers, who have felt the need to invest in the experience delivered to customers. Therefore, it becomes…

Direct and indirect effect of word-of-mouth with the moderation of ethnocentrism

Hyowon Hyun, Dongyoup Kim, Jungkun Park

The purpose of this study is to develop a conceptual model to examine the effect of word-of-mouth in the retailing of Chinese consumer electronics in the US. This study aims to…

Buyers-sellers’ value of courier services: assessment in the Indonesian C2C e-commerce

Elkana Timotius, Oki Sunardi, Iwan Aang Soenandi, Meriastuti Ginting, Burhan Sabini, Yusak Sutikno

The quality of service provided by a courier service plays an essential role in the success of online shopping. Meanwhile, buyers and sellers tend to choose a vendor that meets…

How do cultural factors affect loyalty behaviour in retailing? The central role of social proximity

Alisara Rungnontarat Charinsarn, Mbaye Fall Diallo, Christine Lambey-Checchin

Retail store loyalty is essential to the survival and success of a retailer. The intangible benefits provided by the social exchange in-store influence the way consumers consider…

Technology: a strategic imperative for successful retailers

Myriam Quinones, Monica Gomez-Suarez, Ignacio Cruz-Roche, Ana M. Díaz-Martín

In the aftermath of the COVID-19 pandemic, technology is rewriting the way consumers shop as well as the retail operating models. In this context, investment in new technologies…