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Mapping digital satisfaction dimensions in mobile fashion retail: Service-Dominant Logic in the Turkish market

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  • Tunca, Sezai
  • Balcioglu, Yavuz Selim

Abstract

This study investigates a critical “implementation gap†in Turkey's fashion retail sector, where technological interfaces have advanced faster than supporting service ecosystems, creating fragmented customer experiences despite substantial digital investments. Through an integrated framework combining sentiment analysis and topic modeling, this research analyzes 55,400 mobile app reviews from six major retailers to examine how this implementation gap manifests across dimensions such as app experience, customer service, pricing, and product quality. The findings reveal that while retailers have developed sophisticated mobile interfaces, inadequate service infrastructure undermines digital satisfaction, with app usability and service responsiveness emerging as primary determinants of customer sentiment rather than product quality. LC Waikiki and Mavi demonstrate superior performance through more balanced digital-service integration, whereas Koton and Defacto exemplify the implementation gap with strong technological capabilities undermined by service delivery failures. The study contributes to Service-Dominant Logic theory by providing empirical evidence of how digital transformation creates new forms of value co-creation challenges, while offering practitioners a framework for addressing the implementation gap through systematic service ecosystem development. These insights provide crucial guidance for retailers seeking to close the implementation gap and achieve sustainable competitive advantage in increasingly mobile-first markets.

Suggested Citation

  • Tunca, Sezai & Balcioglu, Yavuz Selim, 2026. "Mapping digital satisfaction dimensions in mobile fashion retail: Service-Dominant Logic in the Turkish market," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
    • Handle: RePEc:eee:joreco:v:88:y:2026:i:c:s0969698925003091
    DOI: 10.1016/j.jretconser.2025.104530
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