IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v71y2023ics0969698922002740.html
   My bibliography  Save this article

Evaluating the role of technology and non-technology factors influencing brand love in Online Food Delivery services

Author

Listed:
  • Anbumathi, Rajendiran
  • Dorai, Sriram
  • Palaniappan, Umayal

Abstract

Technology and non-technology factors in OFD service contribute to attitude development and behavioral intentions even when the core service (food) is not undertaken by the service provider. We examine the role of app design, personality, social influence and service quality factors in developing Brand Image and fostering Brand Love. Conceptualized as higher order constructs, we find that app design factor demonstrates a strong effect on brand image. Service quality, personality factors and social influence factors show relatively weaker effects in developing brand image. We found support for Brand Image completely mediating the relationship between app design, service quality factors and Brand Love. Personality and social factors engender Brand Love directly. App Design emerged as a significant factor across gender and age groups. Pathway to development of Brand Image and Brand Love are different for younger and older age groups. We discuss theoretical contribution and managerial implications based on the results.

Suggested Citation

  • Anbumathi, Rajendiran & Dorai, Sriram & Palaniappan, Umayal, 2023. "Evaluating the role of technology and non-technology factors influencing brand love in Online Food Delivery services," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    • Handle: RePEc:eee:joreco:v:71:y:2023:i:c:s0969698922002740
    DOI: 10.1016/j.jretconser.2022.103181
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698922002740
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2022.103181?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kumar, Sushant & Shah, Arunima, 2021. "Revisiting food delivery apps during COVID-19 pandemic? Investigating the role of emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. Kapoor, Anuj Pal & Vij, Madhu, 2018. "Technology at the dinner table: Ordering food online through mobile apps," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 342-351.
    3. Venkatesh Shankar & Pablo Azar & Matthew Fuller, 2008. "—: A Multicategory Brand Equity Model and Its Application at Allstate," Marketing Science, INFORMS, vol. 27(4), pages 567-584, 07-08.
    4. Fournier, Susan, 1998. "Consumers and Their Brands: Developing Relationship Theory in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 343-373, March.
    5. Ray, Arghya & Dhir, Amandeep & Bala, Pradip Kumar & Kaur, Puneet, 2019. "Why do people use food delivery apps (FDA)? A uses and gratification theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 221-230.
    6. Bearden, William O & Netemeyer, Richard G & Teel, Jesse E, 1989. "Measurement of Consumer Susceptibility to Interpersonal Influence," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 15(4), pages 473-481, March.
    7. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    8. Thomas P. Novak & Donna L. Hoffman & Yiu-Fai Yung, 2000. "Measuring the Customer Experience in Online Environments: A Structural Modeling Approach," Marketing Science, INFORMS, vol. 19(1), pages 22-42, May.
    9. Milad Farzin & Majid Fattahi, 2018. "eWOM through social networking sites and impact on purchase intention and brand image in Iran," Journal of Advances in Management Research, Emerald Group Publishing Limited, vol. 15(2), pages 161-183, March.
    10. Hollebeek, Linda D. & Glynn, Mark S. & Brodie, Roderick J., 2014. "Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation," Journal of Interactive Marketing, Elsevier, vol. 28(2), pages 149-165.
    11. Duarte, Paulo & Costa e Silva, Susana & Ferreira, Margarida Bernardo, 2018. "How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 161-169.
    12. Malhotra, Naresh K., 1988. "Self concept and product choice: An integrated perspective," Journal of Economic Psychology, Elsevier, vol. 9(1), pages 1-28, March.
    13. Sarstedt, Marko & Ringle, Christian M. & Smith, Donna & Reams, Russell & Hair, Joseph F., 2014. "Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers," Journal of Family Business Strategy, Elsevier, vol. 5(1), pages 105-115.
    14. Fang, Jiaming & Zhao, Zhirong & Wen, Chao & Wang, Ruping, 2017. "Design and performance attributes driving mobile travel application engagement," International Journal of Information Management, Elsevier, vol. 37(4), pages 269-283.
    15. Kumar, Deepak S. & Purani, Keyoor & Viswanathan, Shyam A., 2018. "Influences of ‘appscape’ on mobile app adoption and m-loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 132-141.
    16. Rosen, Deborah E. & Purinton, Elizabeth, 2004. "Website design: Viewing the web as a cognitive landscape," Journal of Business Research, Elsevier, vol. 57(7), pages 787-794, July.
    17. N. Albert & Dwight Merunka & Pierre Valette-Florence, 2009. "The Feeling of Love Toward a Brand: Concept and Measurement," Post-Print halshs-00545936, HAL.
    18. Shaw, Norman & Sergueeva, Ksenia, 2019. "The non-monetary benefits of mobile commerce: Extending UTAUT2 with perceived value," International Journal of Information Management, Elsevier, vol. 45(C), pages 44-55.
    19. Barbara Carroll & Aaron Ahuvia, 2006. "Some antecedents and outcomes of brand love," Marketing Letters, Springer, vol. 17(2), pages 79-89, April.
    20. Kumar, Sushant & Jain, Aarushi & Hsieh, Jung-Kuei, 2021. "Impact of apps aesthetics on revisit intentions of food delivery apps: The mediating role of pleasure and arousal," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    21. Alalwan, Ali Abdallah, 2020. "Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse," International Journal of Information Management, Elsevier, vol. 50(C), pages 28-44.
    22. Overby, Jeffrey W. & Lee, Eun-Ju, 2006. "The effects of utilitarian and hedonic online shopping value on consumer preference and intentions," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1160-1166, October.
    23. Burnkrant, Robert E & Cousineau, Alain, 1975. "Informational and Normative Social Influence in Buyer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 2(3), pages 206-215, December.
    24. Tandon, Anushree & Kaur, Puneet & Bhatt, Yogesh & Mäntymäki, Matti & Dhir, Amandeep, 2021. "Why do people purchase from food delivery apps? A consumer value perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    25. Shukla, Paurav, 2011. "Impact of interpersonal influences, brand origin and brand image on luxury purchase intentions: Measuring interfunctional interactions and a cross-national comparison," Journal of World Business, Elsevier, vol. 46(2), pages 242-252, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kim, Yeonshin & Hur, Won-Moo & Lee, Luri, 2023. "Understanding customer participation in CSR activities: The impact of perceptions of CSR, affective commitment, brand equity, and corporate reputation," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Mohamed A. Alshreef & Thowayeb H. Hassan & Mohamed Y. Helal & Mahmoud I. Saleh & Palei Tatiana & Wael M. Alrefae & Nabila N. Elshawarbi & Hassan N. Al-Saify & Amany E. Salem & Mohamed A. S. Elsayed, 2023. "Analyzing the Influence of eWOM on Customer Perception of Value and Brand Love in Hospitality Enterprise," Sustainability, MDPI, vol. 15(9), pages 1-18, April.
    3. Das, Manoj & Ramalingam, Mahesh, 2023. "To praise or not to praise- Role of word of mouth in food delivery apps," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    4. Verma, Anuj & Chakraborty, Debarun & Verma, Meenakshi, 2023. "Barriers of food delivery applications: A perspective from innovation resistance theory using mixed method," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tsai, Pei-Hsuan & Chen, Chih-Jou & Hsiao, Wei-Hung & Lin, Chin-Tsai, 2023. "Factors influencing the consumers’ behavioural intention to use online food delivery service: Empirical evidence from Taiwan," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    2. Shah, Adnan Muhammad & Abbasi, Amir Zaib & Yan, Xiangbin, 2023. "Do online peer reviews stimulate diners’ continued log-in behavior: Investigating the role of emotions in the O2O meal delivery apps context," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Das, Manoj & Ramalingam, Mahesh, 2022. "What drives product involvement and satisfaction with OFDs amid COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    4. Han-Shen Chen & Chia-Hsing Liang & Shu-Yi Liao & Hung-Yu Kuo, 2020. "Consumer Attitudes and Purchase Intentions toward Food Delivery Platform Services," Sustainability, MDPI, vol. 12(23), pages 1-18, December.
    5. Shankar, Amit & Dhir, Amandeep & Talwar, Shalini & Islam, Nazrul & Sharma, Piyush, 2022. "Balancing food waste and sustainability goals in online food delivery: Towards a comprehensive conceptual framework," Technovation, Elsevier, vol. 117(C).
    6. Lara Stocchi & Naser Pourazad & Nina Michaelidou & Arry Tanusondjaja & Paul Harrigan, 2022. "Marketing research on Mobile apps: past, present and future," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 195-225, March.
    7. Verma, Anuj & Chakraborty, Debarun & Verma, Meenakshi, 2023. "Barriers of food delivery applications: A perspective from innovation resistance theory using mixed method," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    8. Kumar, Sushant & Jain, Aarushi & Hsieh, Jung-Kuei, 2021. "Impact of apps aesthetics on revisit intentions of food delivery apps: The mediating role of pleasure and arousal," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    9. Nurul Labanihuda Abdull Rahman, 2022. "A Review and Bibliometric Analysis of Online Food Delivery by Using Scopus Database ," GATR Journals jmmr303, Global Academy of Training and Research (GATR) Enterprise.
    10. Lu, Baozhou & Yan, Lixiao & Chen, Zhipeng, 2022. "Perceived values, platform attachment and repurchase intention in on-demand service platforms: A cognition-affection-conation perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    11. Chidchanok Inthong & Thanapong Champahom & Sajjakaj Jomnonkwao & Vuttichai Chatpattananan & Vatanavongs Ratanavaraha, 2022. "Exploring Factors Affecting Consumer Behavioral Intentions toward Online Food Ordering in Thailand," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
    12. Das, Manoj & Ramalingam, Mahesh, 2023. "To praise or not to praise- Role of word of mouth in food delivery apps," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    13. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    14. Dogra, Nikhil & Adil, Mohd & Sadiq, Mohd & Dash, Ganesh & Paul, Justin, 2023. "Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    15. Shir-Way Siew & Michael S. Minor & Reto Felix, 2018. "The influence of perceived strength of brand origin on willingness to pay more for luxury goods," Journal of Brand Management, Palgrave Macmillan, vol. 25(6), pages 591-605, November.
    16. Shahzad, Khuram & Zhang, Qingyu & Zafar, Abaid Ullah & Ashfaq, Muhammad & Rehman, Shafique Ur, 2023. "The role of blockchain-enabled traceability, task technology fit, and user self-efficacy in mobile food delivery applications," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    17. Agarwal, Reeti & Mehrotra, Ankit & Sharma, Veenu & Papa, Armando & Malibari, Areej, 2023. "Over-the-top (OTT) retailing in the post pandemic world. Unveiling consumer drivers and barriers using a qualitative study," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    18. Fan Cheong & Rob Law, 2022. "Will Macau’s Restaurants Survive or Thrive after Entering the O2O Food Delivery Platform in the COVID-19 Pandemic?," IJERPH, MDPI, vol. 19(9), pages 1-19, April.
    19. Fong, Cher-Min & Chang, Hsing-Hua Stella & Lin, Mong-Ching & Chen, I-Hung, 2022. "Reexamining emerging market animosity toward western developed countries: A social dilemma in physical retailing consumption under normative influence," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    20. Pinaki Roy & Kapil Khandeparkar & Manoj Motiani, 2016. "A lovable personality: The effect of brand personality on brand love," Journal of Brand Management, Palgrave Macmillan, vol. 23(5), pages 97-113, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:71:y:2023:i:c:s0969698922002740. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.