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Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing

Author

Listed:
  • Kan Jiang

    (Guangxi University
    Education Department of Guangxi
    Guangxi University)

  • Junyuan Zheng

    (Guangxi University)

  • Meilian Qin

    (Guangxi University)

  • Shaohua Luo

    (Guangxi University)

Abstract

Retailers are constantly innovating to gain competitive advantages in smart retailing. As the final judges of innovations, how customers perceive innovations is critical. This study redefined perceived retailer innovativeness (PRI) and proposed its three dimensions (i.e., solution innovativeness, experience innovativeness, and meaning innovativeness). Besides, we explored the relationship between PRI and customer engagement behavior (CEB) in smart retailing based on the self-determination theory. Empirical results (n = 428) clarified the positive associations of the three dimensions on self-determined satisfaction of customers, which further positively relates to CEB. These findings provide new perspectives for retailers to design innovation strategies.

Suggested Citation

  • Kan Jiang & Junyuan Zheng & Meilian Qin & Shaohua Luo, 2024. "Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing," Service Business, Springer;Pan-Pacific Business Association, vol. 18(2), pages 255-285, June.
    • Handle: RePEc:spr:svcbiz:v:18:y:2024:i:2:d:10.1007_s11628-024-00560-4
    DOI: 10.1007/s11628-024-00560-4
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