IDEAS home Printed from https://ideas.repec.org/a/spr/jknowl/v15y2024i3d10.1007_s13132-023-01642-w.html
   My bibliography  Save this article

Bridging the Gap: Anxiety’s Role in Shaping Consumption Patterns of Chinese University Students in the O2O E-Commerce Landscape

Author

Listed:
  • Leilei Jiang

    (Anhui Open University)

  • Wenming Sun

    (Anhui Open University)

  • Lin Ren

    (Anhui International Studies University)

Abstract

In the dynamic landscape of modern consumer behavior, understanding the intricate interplay between psychological states and consumption patterns is imperative. This research endeavors to delve into relatively uncharted territory within consumer behavior studies: the influence of anxiety on consumption behaviors among university students, particularly within the online-to-offline (O2O) e-commerce model. Drawing upon a comprehensive review of existing literature and employing a methodologically rigorous approach, we investigate the pivotal role of anxiety in shaping the consumption patterns of university students within the O2O e-commerce landscape, with a specific focus on the demographic in China. Our study emphasizes the significance of customer loyalty in the O2O e-commerce sphere and highlights the critical role of customer satisfaction, particularly in the context of university students who place substantial importance on product quality. The findings reveal strong correlations between website online services, website offline services, and the product factor with customer satisfaction among undergraduate consumers, marking a theoretical shift in the O2O e-commerce domain. Furthermore, this research offers practical insights for businesses operating in the O2O e-commerce sector. Recommendations include adopting agile approaches, emphasizing product quality, and leveraging community-based distribution strategies to enhance customer satisfaction and build loyalty, especially among university undergraduate consumers. These insights provide a roadmap for thriving in the ever-evolving O2O e-commerce landscape, ensuring businesses remain attuned to the evolving preferences and behaviors of this influential consumer demographic.

Suggested Citation

  • Leilei Jiang & Wenming Sun & Lin Ren, 2024. "Bridging the Gap: Anxiety’s Role in Shaping Consumption Patterns of Chinese University Students in the O2O E-Commerce Landscape," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 13211-13232, September.
    • Handle: RePEc:spr:jknowl:v:15:y:2024:i:3:d:10.1007_s13132-023-01642-w
    DOI: 10.1007/s13132-023-01642-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s13132-023-01642-w
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s13132-023-01642-w?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. Lin Xiao & Chuanmin Mi & Yucheng Zhang & Jing Ma, 2019. "Examining Consumers’ Behavioral Intention in O2O Commerce from a Relational Perspective: an Exploratory Study," Information Systems Frontiers, Springer, vol. 21(5), pages 1045-1068, October.
    2. Jiwat Ram & Siyao Sun, 2020. "Business Benefits of Online-To-Offline Ecommerce: A Theory Driven Perspective," Journal of Innovation Economics, De Boeck Université, vol. 0(3), pages 135-162.
    3. Urvashi Tandon & Amit Mittal & Sridhar Manohar, 2021. "Examining the impact of intangible product features and e-commerce institutional mechanics on consumer trust and repurchase intention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 945-964, December.
    4. Bui Thanh Khoa & Tran Trong Huynh, 2022. "How do customer anxiety levels impact relationship marketing in electronic commerce?," Cogent Business & Management, Taylor & Francis Journals, vol. 9(1), pages 2136928-213, December.
    5. Tsai, Pei-Hsuan & Tang, Jia-Wei, 2023. "Consumers' switching intention towards E-commerce platforms’ store-to-store pickup services: The application of the extended PPM model," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    6. Umair Akram & Melinda Timea Fülöp & Adriana Tiron-Tudor & Dan Ioan Topor & Sorinel Căpușneanu, 2021. "Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry," IJERPH, MDPI, vol. 18(14), pages 1-21, July.
    7. Huidong Sun & Mustafa Raza Rabbani & Naveed Ahmad & Muhammad Safdar Sial & Guping Cheng & Malik Zia-Ud-Din & Qinghua Fu, 2020. "CSR, Co-Creation and Green Consumer Loyalty: Are Green Banking Initiatives Important? A Moderated Mediation Approach from an Emerging Economy," Sustainability, MDPI, vol. 12(24), pages 1-22, December.
    8. Thabang Excellent Mofokeng, 2021. "The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1968206-196, January.
    9. Chris Laszlo & David Cooperrider & Ron Fry, 2020. "Global Challenges as Opportunity to Transform Business for Good," Sustainability, MDPI, vol. 12(19), pages 1-17, September.
    10. Ming-Hsiung Hsiao, 2021. "Influence of interpersonal competence on behavioral intention in social commerce through customer-perceived value," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(1), pages 44-55, March.
    11. Sri Nikhil Gupta Gourisetti & Sraddhanjoli Bhadra & David Jonathan Sebastian-Cardenas & Md Touhiduzzaman & Osman Ahmed, 2023. "A Theoretical Open Architecture Framework and Technology Stack for Digital Twins in Energy Sector Applications," Energies, MDPI, vol. 16(13), pages 1-58, June.
    12. Inwon Kang & Haixin Cui & Jeyoung Son, 2019. "Conformity Consumption Behavior and FoMO," Sustainability, MDPI, vol. 11(17), pages 1-18, August.
    13. Ashraf Ud Din & Imran Ur Rahman & Alejandro Vega-Muñoz & Ehsan Elahi & Guido Salazar-Sepúlveda & Nicolás Contreras-Barraza & Rakan Radi Alhrahsheh, 2023. "How Sustainable Transportation Can Utilize Climate Change Technologies to Mitigate Climate Change," Sustainability, MDPI, vol. 15(12), pages 1-22, June.
    14. I. Kahraman Arslan, 2020. "The Importance of Creating Customer Loyalty in Achieving Sustainable Competitive Advantage," Eurasian Journal of Business and Management, Eurasian Publications, vol. 8(1), pages 11-20.
    15. Sang M. Lee & DonHee Lee, 2020. "“Untact”: a new customer service strategy in the digital age," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 1-22, March.
    16. Zhao, Meina & Wang, Xuqi, 2021. "Perception value of product-service systems: Neural effects of service experience and customer knowledge," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    17. Shokouhyar, Sajjad & Shokoohyar, Sina & Safari, Sepehr, 2020. "Research on the influence of after-sales service quality factors on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    18. Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    Full references (including those not matched with items on IDEAS)

    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. Yang, Qiang & Wang, Zhong-Sen & Feng, Kun & Tang, Qiu-Yu, 2024. "Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    2. Selim, Hassan & Eid, Riyad & Agag, Gomaa & Shehawy, Yasser Moustafa, 2022. "Cross-national differences in travelers’ continuance of knowledge sharing in online travel communities," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    3. Dastane, Omkar & Goi, Chai Lee & Rabbanee, Fazlul, 2023. "The development and validation of a scale to measure perceived value of mobile commerce (MVAL-SCALE)," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    4. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    5. Haq, Mahin & Moazzam, Muhammad & Khan, Abdul Salam & Ahmed, Waqas, 2023. "The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    6. repec:zib:zjhcdc:v:3:y:2023:i:1:p:19-21 is not listed on IDEAS
    7. Cristina Mihale-Wilson & K. Valerie Carl, 2024. "Designing incentive systems for participation in digital ecosystems—An integrated framework," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-32, December.
    8. Chan, Vanessa Hiu Ying & Chiu, Dickson K.W. & Ho, Kevin K.W., 2022. "Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    9. Abdulaziz Alhumud, Abdullah & Leonidou, Leonidas C. & Alarfaj, Weam & Ioannidis, Alexis, 2025. "The impact of digital CSR disclosure on customer trust and Engagement: The moderating role of consumer deontology and law obedience," Journal of Business Research, Elsevier, vol. 186(C).
    10. Chen, Yanhong & Liu, Luning & Zheng, Dequan & Li, Bin, 2023. "Estimating travellers’ value when purchasing auxiliary services in the airline industry based on the RFM model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    11. Susan E. Cornelio & Sharon Candy M. Mahusay, 2024. "Shifting Gears: A Study of Job Satisfaction and Performance in a Auto Dealership Company," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 726-744, July.
    12. Budiarto Tedja & Mochammad Musadieq & Andriani Kusumawati & Edy Yulianto, 2024. "Systematic literature review using PRISMA: exploring the influence of service quality and perceived value on satisfaction and intention to continue relationship," Future Business Journal, Springer, vol. 10(1), pages 1-9, December.
    13. Sitara Karim & Mustafa Raza Rabbani & Mamunur Rashid & Zaheer Anwer, 2022. "COVID-19 Challenges and the Role of Islamic Fintech," Springer Books, in: M. Kabir Hassan & Mustafa Raza Rabbani & Mamunur Rashid (ed.), FinTech in Islamic Financial Institutions, pages 341-356, Springer.
    14. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    15. Ishani Patharia Chopra & Charles Jebarajakirthy & Tanu Jain & Haroon Iqbal Maseeh, 2024. "Electronic shopping cart abandonment: What do we know and where should we be heading?," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-30, December.
    16. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda, 2021. "The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 45-75, March.
    17. Greg Munno & Álvaro Salas Castro & Tina Nabatchi & Christian M. Freitag, 2022. "Four Perspectives on a Sustainable Future in Nosara, Costa Rica," Sustainability, MDPI, vol. 14(24), pages 1-23, December.
    18. 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.
    19. Cătălin Grădinaru & Ștefan-Alexandru Catană & Sorin George Toma & Andreea Barbu, 2022. "An Empirical Research of Students’ Perceptions Regarding M-Commerce Acquisitions during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(16), pages 1-22, August.
    20. MingCan JI & Xing Zhang, 2024. "Assessing the Impacts and Mechanisms of Green Bond Financing on the Enhancement of Green Management and Technological Innovation in Environmental Conservation Enterprises," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 12709-12750, September.
    21. Lee, Sang M. & Lee, DonHee, 2021. "Opportunities and challenges for contactless healthcare services in the post-COVID-19 Era," Technological Forecasting and Social Change, Elsevier, vol. 167(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:spr:jknowl:v:15:y:2024:i:3:d:10.1007_s13132-023-01642-w. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.