IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v67y2022ics0969698922000510.html
   My bibliography  Save this article

Does the digitalization of retailing disrupt consumers’ attachment to retail places?

Author

Listed:
  • Horáková, Julie
  • Uusitalo, Outi
  • Munnukka, Juha
  • Jokinen, Olga

Abstract

This study breaks new ground in the marketing domain by extending the concept of place attachment to the study of the online retail environment. We provide empirical evidence that consumers can establish strong attachments not only with traditional offline places but also with online retail stores. Moreover, we assessed how distinct dimensions of the place affect the formation of consumers’ attachment and their behavioral loyalty. Our findings show that while consumers who feel a strong sense of attachment toward the place engage in spreading positive word-of-mouth regardless of the environment, their attachment to the store does not prevent them from switching to another provider, especially in the online environment.

Suggested Citation

  • Horáková, Julie & Uusitalo, Outi & Munnukka, Juha & Jokinen, Olga, 2022. "Does the digitalization of retailing disrupt consumers’ attachment to retail places?," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    • Handle: RePEc:eee:joreco:v:67:y:2022:i:c:s0969698922000510
    DOI: 10.1016/j.jretconser.2022.102958
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698922000510
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2022.102958?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. Rosenbaum, Mark S. & Kelleher, Carol & Friman, Margareta & Kristensson, Per & Scherer, Anne, 2017. "Re-placing place in marketing: A resource-exchange place perspective," Journal of Business Research, Elsevier, vol. 79(C), pages 281-289.
    2. Madsen, Signe Mørk & Petermans, Ann, 2020. "Exploring the system of digitised retail design—flattening the ontology," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    3. Vlachos, Pavlos A. & Vrechopoulos, Adam P., 2012. "Consumer–retailer love and attachment: Antecedents and personality moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 218-228.
    4. Strandberg, Carola & Styvén, Maria Ek & Hultman, Magnus, 2020. "Places in good graces: The role of emotional connections to a place on word-of-mouth," Journal of Business Research, Elsevier, vol. 119(C), pages 444-452.
    5. Das, Gopal & Varshneya, Geetika, 2017. "Consumer emotions: Determinants and outcomes in a shopping mall," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 177-185.
    6. Sheehan, Ben & Jin, Hyun Seung & Gottlieb, Udo, 2020. "Customer service chatbots: Anthropomorphism and adoption," Journal of Business Research, Elsevier, vol. 115(C), pages 14-24.
    7. Kwon, Wi-Suk & Lennon, Sharron J., 2009. "What induces online loyalty? Online versus offline brand images," Journal of Business Research, Elsevier, vol. 62(5), pages 557-564, May.
    8. Paul, Justin & Rosenbaum, Mark, 2020. "Retailing and consumer services at a tipping point: New conceptual frameworks and theoretical models," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    9. Grewal, Dhruv & Gauri, Dinesh K. & Roggeveen, Anne L. & Sethuraman, Raj, 2021. "Strategizing Retailing in the New Technology Era," Journal of Retailing, Elsevier, vol. 97(1), pages 6-12.
    10. Fleura Bardhi & Giana M. Eckhardt & Eric J. Arnould, 2012. "Liquid Relationship to Possessions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(3), pages 510-529.
    11. Dailey, Lynn, 2004. "Navigational web atmospherics: Explaining the influence of restrictive navigation cues," Journal of Business Research, Elsevier, vol. 57(7), pages 795-803, July.
    12. Rosenbaum, Mark S. & Friman, Margareta & Ramirez, Germán Contreras & Otterbring, Tobias, 2020. "Therapeutic servicescapes: Restorative and relational resources in service settings," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    13. Beckers, Joris & Weekx, Simon & Beutels, Philippe & Verhetsel, Ann, 2021. "COVID-19 and retail: The catalyst for e-commerce in Belgium?," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    14. Argo, Jennifer J. & Dahl, Darren W., 2020. "Social Influence in the Retail Context: A Contemporary Review of the Literature," Journal of Retailing, Elsevier, vol. 96(1), pages 25-39.
    15. Pantano, Eleonora & Viassone, Milena, 2015. "Engaging consumers on new integrated multichannel retail settings: Challenges for retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 106-114.
    16. Michela Mari & Sara Poggesi, 2013. "Servicescape cues and customer behavior: a systematic literature review and research agenda," The Service Industries Journal, Taylor & Francis Journals, vol. 33(2), pages 171-199, February.
    17. Kumar, Archana & Kim, Youn-Kyung, 2014. "The store-as-a-brand strategy: The effect of store environment on customer responses," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 685-695.
    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. Serravalle, Francesca & Vanheems, Régine & Viassone, Milena, 2023. "Does product involvement drive consumer flow state in the AR environment? A study on behavioural responses," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Zhe, Lv & Jie, Wu & Yuan, He, 2023. "The effect of place attachment of geographical indication agricultural products on repurchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    3. Kulikovskaja, Viktorija & Hubert, Marco & Grunert, Klaus G. & Zhao, Hong, 2023. "Driving marketing outcomes through social media-based customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 74(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. Laroche, Michel & Li, Rong & Richard, Marie-Odile & Zhou, Mi, 2022. "An investigation into online atmospherics: The effect of animated images on emotions, cognition, and purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    2. Ye, Yuchen & Yang, Yikai & Huang, Qi, 2023. "Identifying and examining the role of pop-up store design: A mixed-methods study," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    3. (Daisy) Lyu, Jing & Krasonikolakis, Ioannis & Vrontis, Demetris, 2022. "A systematic literature review of store atmosphere in alternative retail commerce channels," Journal of Business Research, Elsevier, vol. 153(C), pages 412-427.
    4. Yini Chen & Ting Chi, 2021. "How Does Channel Integration Affect Consumers’ Selection of Omni-Channel Shopping Methods? An Empirical Study of U.S. Consumers," Sustainability, MDPI, vol. 13(16), pages 1-29, August.
    5. Mookherjee, Satadruta & Lee, Jennifer J. & Sung, Billy, 2021. "Multichannel presence, boon or curse?: A comparison in price, loyalty, regret, and disappointment," Journal of Business Research, Elsevier, vol. 132(C), pages 429-440.
    6. Vaishnav, Bharat & Ray, Sourav, 2023. "A thematic exploration of the evolution of research in multichannel marketing," Journal of Business Research, Elsevier, vol. 157(C).
    7. Zhang, Qingfang & Zhang, Hui & Xu, Honggang, 2021. "Health tourism destinations as therapeutic landscapes: Understanding the health perceptions of senior seasonal migrants," Social Science & Medicine, Elsevier, vol. 279(C).
    8. Lazaris, Chris & Vrechopoulos, Adam & Sarantopoulos, Panagiotis & Doukidis, Georgios, 2022. "Additive omnichannel atmospheric cues: The mediating effects of cognitive and affective responses on purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    9. Meghan Alexander & Suraje Dessai, 2019. "What can climate services learn from the broader services literature?," Climatic Change, Springer, vol. 157(1), pages 133-149, November.
    10. Gigliotti, Marina & Rizzi, Francesco, 2023. "Resilient shopping behaviours by change, not by chance: are disruptive events’ effects permanent?," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    11. Grimmer, Louise, 2022. "Lessons from the COVID19 pandemic: The case of retail and consumer service firms," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    12. Vilnai-Yavetz, Iris & Gilboa, Shaked & Mitchell, Vince, 2021. "Experiencing atmospherics: The moderating effect of mall experiences on the impact of individual store atmospherics on spending behavior and mall loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    13. Xie, Chaohong & Chiang, Chung-Yean & Xu, Xianhao & Gong, Yeming, 2023. "The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    14. Lim, Chiehyeon & Kim, Kwang-Jae, 2018. "Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 142-151.
    15. Alexander, Bethan & Kent, Anthony, 2022. "Change in technology-enabled omnichannel customer experiences in-store," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    16. Pilawa, Joanna & Witell, Lars & Valtakoski, Aku & Kristensson, Per, 2022. "Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    17. Gilboa, Shaked & Seger-Guttmann, Tali & Partouche-Sebban, Judith, 2022. "Increasing customer loyalty and WOM in an age of terror: Cross-cultural development and validation of the customers’ reactions to terror scale (CRTS)," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    18. Myriam Quinones & Ana M. Díaz-Martín & Mónica Gómez-Suárez, 2023. "Retail technologies that enhance the customer experience: a practitioner-centred approach," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-8, December.
    19. Aw, Eugene Cheng-Xi & Kamal Basha, Norazlyn & Ng, Siew Imm & Ho, Jo Ann, 2021. "Searching online and buying offline: Understanding the role of channel-, consumer-, and product-related factors in determining webrooming intention," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    20. Nöjd, Sture & Trischler, Jessica Westman & Otterbring, Tobias & Andersson, Pernille K. & Wästlund, Erik, 2020. "Bridging the valuescape with digital technology: A mixed methods study on customers’ value creation process in the physical retail space," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).

    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:67:y:2022:i:c:s0969698922000510. 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.