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Does social exclusion influence multiple channel use? The interconnections with community, happiness, and well-being

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  • Dennis, Charles
  • Alamanos, Eleftherios
  • Papagiannidis, Savvas
  • Bourlakis, Michael

Abstract

This paper examines how social exclusion affects consumer use of multiple shopping channels (traditional stores, online by computer and mobile retailing by cell phone) and how these choices affect consumers' happiness and wellbeing. The findings from an online survey (n=1368) in the United States indicate that socially-excluded people spend more time shopping by all three channels, with the most significant being the cell phone. The latter channel is also more significant for younger respondents and for those who report a mobility/disability issue. Time spent on traditional store shopping and shopping by cell phone both have significant positive effects on happiness and wellbeing. Shopping by cell phone significantly ameliorates the negative effects of social exclusion on happiness and wellbeing for consumers with mobility/disability issues. The paper also includes practical implications for retail marketing managers' and policy makers' communication strategies.

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  • Dennis, Charles & Alamanos, Eleftherios & Papagiannidis, Savvas & Bourlakis, Michael, 2016. "Does social exclusion influence multiple channel use? The interconnections with community, happiness, and well-being," Journal of Business Research, Elsevier, vol. 69(3), pages 1061-1070.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:3:p:1061-1070
    DOI: 10.1016/j.jbusres.2015.08.019
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    7. Radosław Wolniak & Bożena Skotnicka-Zasadzień, 2021. "Improvement of Services for People with Disabilities by Public Administration in Silesian Province Poland," Sustainability, MDPI, vol. 13(2), pages 1-26, January.
    8. Seong-A Kim & Heungsoon Kim, 2023. "Path Modeling between Urban Factors and Happiness of People with Disabilities: Using Partial Least Squares Multi-Group Analysis," Land, MDPI, vol. 12(4), pages 1-18, April.
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    10. Pantano, Eleonora & Viassone, Milena & Boardman, Rosy & Dennis, Charles, 2022. "Inclusive or exclusive? Investigating how retail technology can reduce old consumers’ barriers to shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    11. Léa Cauchard & Sara Laurent, 2021. "Le Nudge Peut-Il Soutenir La Perception D'Inclusion Numérique De L'Utilisateur ?," Post-Print hal-03544586, HAL.
    12. Bassano, Clara & Piciocchi, Paolo & Spohrer, James (Jim) C. & Pietronudo, Maria Cristina, 2018. "Managing value co-creation in consumer service systems within smart retail settings," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 190-197.
    13. Wang, Jiawei, 2023. "The relationship between loneliness and consumer shopping channel choice: Evidence from China," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
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    15. Justina Sidlauskiene & Yannick Joye & Vilte Auruskeviciene, 2023. "AI-based chatbots in conversational commerce and their effects on product and price perceptions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
    16. Elms, Jonathan & de Kervenoael, Ronan & Hallsworth, Alan, 2016. "Internet or store? An ethnographic study of consumers' internet and store-based grocery shopping practices," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 234-243.
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    18. Jyoti Choudrie & Sutee Pheeraphuttranghkoon & Soheil Davari, 2020. "The Digital Divide and Older Adult Population Adoption, Use and Diffusion of Mobile Phones: a Quantitative Study," Information Systems Frontiers, Springer, vol. 22(3), pages 673-695, June.

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