Retail Service Research Articles

Transformative Impact of AI and Cloud Technologies: A Comparative Analysis across Healthcare, Retail, and Mobile Financial Services

This article examines the transformative impact of artificial intelligence (AI) and cloud technologies across healthcare, retail, and mobile financial services sectors. Through a comprehensive analysis of industry-specific applications, we explore how these technologies are revolutionizing operational efficiency, customer experiences, and innovation in each domain. In healthcare, we investigate the role of CI/CD automation and scalable cloud infrastructure in improving system reliability and patient care. The retail sector analysis focuses on AI-driven customer insights and supply chain optimization. For mobile financial services, we examine AI applications in fraud detection and real-time analytics. The findings reveal significant improvements in operational efficiency, decision-making processes, and customer satisfaction across all three industries. However, we also identify unique challenges and opportunities specific to each sector. This article contributes to the growing body of literature on digital transformation and provides valuable insights for industry professionals and policymakers navigating the integration of AI and cloud technologies in their respective fields.

Framework for adoption of generative AI for information search of retail products and services

PurposeGenerative artificial intelligence (GAI) can disrupt how consumers search for information on retail products/services online by reducing information overload. However, the risk associated with GAI is high, and its widespread adoption for product/service information search purposes is uncertain. This study examined psychological drivers that impact consumer adoption of GAI platforms for retail information search.Design/methodology/approachWe conducted 31 in-depth, semi-structured interviews with the lead GAI users regarding product/service information search. The data were analysed using a grounded theory paradigm and thematic analysis.FindingsResults show that consumers experience uncertainty about GAI’s functioning. Their trust in GAI impacts the adoption and usage of this technology for information search. GAI provides unique settings to investigate potential additional factors, leveraging UTAUT as a theoretical basis. This study identified three overarching themes – technology characteristics, technology readiness and information characteristics – as possible drivers of adoption.Originality/valueConsumers seek exhaustive and reliable information for purchase decisions. Due to the abundance of online information, they experience information overload. GAI platforms reduce information overload by providing synthesized and customized product/service search results. However, its reliability, trustworthiness and accuracy have been questioned. The functioning of GAI is opaque; the popular technology adoption model such as UTAUT is general and is unlikely to explain in totality the adoption and usage of GAI. Hence, this research provides the adoption drivers for this unique technology context. It identifies the determinants/antecedents of relevant UTAUT variables and develops an integrated conceptual model explaining GAI adoption for retail information search.

The Effect of Retail Service Quality, Loyalty Program and Customer Satisfaction on Customer Loyalty at Houseware

The Effect of Retail Service Quality, Loyalty Program and Customer Satisfaction on Customer Loyalty at Houseware

Influencer Marketing: A Citation and Co-citation Analysis within Business and Management Domains

Influencer marketing has emerged as a popular approach businesses use to incorporate social influence into their operations and marketing strategies. It seems to be a useful and cost-effective strategy. It ensures a broad reach to highly engaged audiences and is frequently not interpreted by consumers as advertising. Many companies use influencers on social media to market their products to certain audiences. Carryminati, Khusha Kapila, Bhuvan Bam, and Riaz are famous social media influencers. The purpose of this study is to use bibliometric analysis to compile the body of knowledge on influencer marketing in the business and management area from 2018 to 2024. BiblioShiny software was used to analyze 462 papers that were taken out of the Scopus database. This paper conducts citations and co-citations analysis, identifies recent trends, and offers useful background information on influencer marketing. The results show a notable and quick rise (54.5%) in this sector, indicating a noticeable increase in interest. The USA and Hong Kong emerged as leading nations in terms of total citations (3050) and average article citations (107.7), respectively. Social media, Commerce, Marketing, Consumer behavior, perception, and artificial intelligence are the trending topics of influencer marketing research, where artificial intelligence is the latest trend. Lou C (1650) and Yuan S (1335) are the most influential authors in terms of citation. “Journal of Retailing and Consumer Services” is the top source with maximum citations (1943) and articles (37). Various bibliometric studies have been carried out to explore the concept of influencer marketing in general or other specific domains. There is a scarcity of bibliometric research that assesses the influencer marketing literature within the business and management domain or through citation and co-citation analysis. This study addresses this research gap. These findings will have significant implications that can greatly benefit researchers, decision-makers, and professionals in crafting policies. This bibliometric study concludes with limitations, and recommendations for further study.

CONECTANDO COM O SUCESSO: ESTUDO DE CASO EMPRESA AMAZON.COM

Navigating and discovering one of the great success stories of global e-commerce, a company that emerged in a garage with the aim of selling books, also saw in 1998 a new and little explored tool, but with tremendous potential for the future, selling online. The mastery with which its founder managed and believed faithfully, made that dream of that somewhat obscure project become a reality, the advancement of technology and the management of data and information enabled greater steps towards success. It being then necessary to invest in new technologies, and after putting the concept of marketplace into practice and popularizing the use of cloud computing, the next step seems to be the definitive merger between retail and banking services. Big data is a tool capable of managing a variety of data and information generated every day from different electronic devices, analyzing the processing of this information in various ways and techniques to assist in making decisions in the most diverse areas. With the exponential growth of Amazon, it is necessary to use technologies to better serve the multinational's organizational process, improving the processes and management of what is considered the largest e-commerce store in the world.

The Influence of the Market Economy on Graphic Design Activities in Ho Chi Minh City in the Pre-Renovation Period Of 1986

The vitality of the Graphic Design industry in Ho Chi Minh City is as strong as the economic development here, always exploring, innovating and developing to build a fuller and better life. The development of the Graphic Design industry is part of the development of the goods industry, retail services, commerce, etc. This is also a measure of the prosperous development of the new and free economy. The market economy that existed in Ho Chi Minh City before 1986, especially before 1976, had many impacts on the Graphic Design industry here. On the other hand, the development of the Graphic Design industry from the time the French arrived in this land until the period before 1986 has contributed significantly to the development of the city's economy and the aesthetic life of residents people.

Multiindustry Group SEM Analysis for the Roles of Managerial Accountants in a New and Sustainable Episode

This study aims to investigate the roles and responsibilities of management accountants in Thailand, in a new and sustainable episode that has been disrupted by internal and external factors. Specifically, it also identifies the key factors that drive the changing roles of managerial accountants to be more innovative and business-strategy-oriented. Secondary data were employed in this study via the posted questionnaire to accountants who work in three industry sectors, namely manufacturing, retail and wholesale, and services. Multigroup structural equation modeling (multigroup SEM) was administered from the data. A sample set of 182 was gathered and used in the study’s analysis. 45% of the sample were accountants who worked in manufacturing, 22% in retail and wholesale, and 33% in service companies. The study proposed a structural equation modeling approach to determine key factors-digital technology force, leadership, digital technology readiness, digital technology competency, and attitude-that influence the changing roles of managerial accountants. The study finds that the factors that influenced the changing roles of managerial accountants differ from sector to sector. The digital technology force was found to have a weak influence on the changing roles of accountants, but moderately strong in retail and wholesale services. While the attitude of the accountants themselves was very strong to influence the changing roles, it was moderately strong for retail and wholesale, and rather weak for the services sector. Other factors-leadership, digital technology readiness, and digital technology competency-were found to have a mediating effect. Keywords: changing roles, managerial accountants, digital disruption, attitude, digital technology, sustainable

Effect of location-based advertising filtering mechanism in smart service

Location-based advertising (LBA) refers to the delivery of marketing messages to mobile devices based on consumer location. The literature finds that LBA improves marketing effectiveness; however, distrust threatens consumers’ acceptance of LBA. This research suggests that an LBA filtering mechanism, which allows consumers to select advertising categories according to their preferences autonomously, may overcome the distrust. Its effect was empirically investigated in a smart retailing service platform. Two field experiments were conducted in a large shopping center with a total of 360 consumers. The results reveal that filtered (vs. unfiltered) LBA leads to more favorable behavioral intention through serial mediation of reduced psychological distance and enhanced trust. Moreover, the effect of LBA filtering in reducing psychological distance is more prominent for consumers with a prevention (vs. promotion) focus and with (vs. without) a purchase plan. The findings have implications for the system design and marketing of LBA.

The Health of Those Who Feed Us: An Assessment of Health Inequities Along the United States Food Chain.

While the health of all depends on the food chain, few studies have focused systematically on the health of food chain workers themselves (production, manufacturing, wholesale, retail, and commercial and institutional services). In this study we used 2018 and 2019 data from the Behavioral Risk Factor Surveillance System (BRFSS) to examine health-related metrics of food chain workers, combined and by industry sector, compared to non-food chain workers, among 32 U.S. states. Logistic regression indicated U.S. food chain workers had higher prevalences of barriers to health care access, smoking, no physical exercise, and poor self-reported health than all other workers. Patterns were similar among food chain workers in all industry sectors except wholesale. Additionally, commercial food services workers had higher prevalence of poor mental health, while institutional food services workers had higher prevalences of obesity, diabetes, and hypertension than all other workers. We discuss implications of these results for interventions, with specific attention to improving employment conditions. Food chain worker health is critical for food system sustainability and population health equity.

Robots in the kitchen: The automation of food preparation in restaurants and the compounding effects of perceived love and disgust on consumer evaluations

Restaurants are swiftly embracing automation to prepare food, experimenting with innovations from robotic arms for frying foods to pizza-making robots. While these advances promise to enhance efficiency and productivity, their impact on consumer psychology remains largely unexplored. We present four experiments that demonstrate how food service automation leads to negative downstream effects (i.e., diminished taste perceptions, decreased willingness to pay, less favorable attitudes towards food items) across multiple food categories. This stems in part from two distinct contagion effects, whereby automation appears to undermine the food’s ability to contain symbolic love (positive contagion from human contact) while simultaneously increasing feelings of disgust (negative contagion from machine contact). Moreover, we highlight how communicating the consumer-oriented benefits of automation can suppress the disgust associated with automation and subsequently mitigate the deleterious effects on consumer evaluations. Our findings suggest that service retailers should consider the psychological impact on consumers when shifting away from human involvement in a category as intimate and consequential as the production of our food.

Beyond the Hype: A Systems Approach to Productivity

This article provides a practitioner-oriented examination of productivity from a systems perspective, challenging predominant views that blame low outputs solely on individual workers. It argues sustainable gains stem from optimizing processes, workflows and contextual supports—not micromanaging people. Five guiding principles are outlined for cultivating enabling systems through value stream mapping, cross-functional collaboration, participatory problem-solving, modular flexible designs and selective technology use. Four case studies from healthcare, manufacturing, retail and professional services then illustrate real-world applications of these principles resulting in meaningful productivity improvements across key performance indicators. The article concludes by positioning this evidence-based, systems-centric approach as a paradigm shift beyond traditional conceptualizations of productivity. It maintains this enlightened perspective can uplift organizations globally by empowering environments calibrated to both business needs and human potential. Overall, the brief aims to further a more nuanced, solutions-focused discussion of cultivating environments where work truly elevates individuals, organizations and societies.

Approach on enhancing the air conditioning system to improve the winter thermal environment in Eastern China Region's airport terminals

Passengers typically spend much time in commercial zones of terminals for retail, meals, and other services. Enhancing the study of thermal comfort in this local space is necessary. The climate in the Eastern China Region is variable and complex, making it more challenging to maintain the indoor thermal environment. This study conducted field measurements in winter in a commercial zone of one terminal to assess the thermal environment. Numerical simulations and PMV-PPD analyses were performed using the Computational Fluid Dynamics (CFD) program The results showed that the overall humidity in the commercial zone was low. There were notable differences in the temperatures and velocities of supply air among different air vents on the commercial island. Based on these initial conditions obtained by measurements, the simulations showed that localized areas under the breathing plane are either too hot (24°C and above) or too cold (18°C and below). The dissatisfaction percentage of the population exceeds 27%. This paper proposed that through enhancements in the air vent dimensions, layout, and air supply conditions, the temperature can be maintained in the range of 20-24°C. Furthermore, the PMV could be controlled within the range of -0.5 to 0.5. PPD was below 10%, reflecting compliance with Class I heating standards. Overall, findings from this study provide a less costly modification for thermal comfort improvement in commercial zones, and serve as a reference for the design and operation of air-conditioning systems to ensure thermal comfort in airport terminals’ commercial zones.

Green electricity product menu design for retailers without knowing consumer environmental awareness

Adverse selection problem due to asymmetry of consumer environmental awareness (CEA) could reduce electricity retailer's profit and obstructs renewable energy (RE) consumption. This study analyzes mechanism design problem of retailer constricted by RE consumption quota to incentive consumers display true CEA in competitive retail market. Based on principal-agent theory, we develop an extended principal-agent model with the addition of an RE consumption quota constraint to design a green electricity product menu which includes the green level, the price and electric quantity. Influence of information symmetry and quota setting on product attributes, retailer's profit, consumer utility, RE consumption is analyzed, and results show that: (1) Compare to symmetric information, under asymmetric information, green level of product provided to consumers with CEA (denoted as C1) distorts upward, information rent is greater than zero when quota is large, while green level of product provided to consumers without CEA (denoted as C2) distorts downward, with no information rent. (2) Under asymmetric information, unit environmental premium (UEP) of green electricity positively relates to proportion of C1, CEA level, and incremental WTP, and reaches the maximum value at a certain quota. (3) Under asymmetric information, retailer's profit and RE consumption positively relates to proportion of C1, and CEA level. (4) Under asymmetric information, quota difference could contribute to improve retail service quality under competitive retail market, and RE consumption elevation.

Exploring contexts for using digital food retail services in Canada: A qualitative study

This study aimed to understand contexts for buying food online with food delivery apps, meal kits, and online grocers in Canada. A total of 34 participants (24% identified as men) between the ages of 16 and 60 were interviewed over the phone. The participants were recruited through personal and professional networks, electronic word of mouth, and paid social media ads. The interviews were transcribed verbatim and thematic analysis was used to generate major themes: convenience, food literacy, and cost-effectiveness. Convenience was multifaceted, including protecting time, minimizing food preparation effort, and facilitating food access (without a vehicle, during illness and isolation, during bad weather, with mobility challenges, or while consuming drugs or alcohol). It was found that regardless of age, gender, or lifestyle, the contexts for using digital food retail services were similar. These services made food acquisition and preparation easier; however, the benefits may be at the detriment to food literacy. The added value that digital food retail services provided made up for any additional costs. This study highlighted the need for public health practitioners to consider different facets of convenience and the added value that digital food retail services offer when making healthy food shopping and preparation recommendations. Additionally, further investigation into the impacts of digital food retail on food literacy is warranted. Results from this study will be integrated into a larger survey exploring the relationship between online food purchasing behaviors and diet quality among Canadians.

Revolutionizing retail: The transformative power of service robots on shopping dynamics

The retail sector is witnessing a significant transition as Retail Service Robots (RSRs) become more widely deployed. This paper investigates the factors influencing customer acceptance of RSRs based on their interaction experiences with these robots. While existing literature predominantly examines human-robot interaction (HRI) from a technological perspective, there is a lack of focus on the social dimensions of interacting with physical robots. Through this study we are trying to fill this gap by looking into the factors that influence customer acceptance and rejection of RSRs. A qualitative study addressed this gap, gathering data from 38 participants through open-ended essays. We identified 15 dimensions clustered into two primary themes: reasons for and against RSRs customer acceptance. Reasons for consumer acceptance of RSRs include conversational agility, performance expectancy, immersion, perceived anthropomorphism, interactivity, authenticity, intimacy, and homophily. Conversely, reasons against consumer acceptance encompass vulnerability, technological complexity, exhaustion, stiff kinesics, technology readiness, social anxiety, and privacy concerns. The implication of our study extends RSRs literature by exploring crucial factors for RSRs adoption. This study also provides actionable insights for retail managers and service robot developers to build a favourable environment for RSRs adoption.

A Comparison of Employee Engagement: Pre- and Post-COVID-19

The COVID-19 pandemic has created major disruptions in the global economy and employee working patterns. Employee engagement is a key factor for organizational management in that it provides an organization with employee commitment to the goals of the organization. The research literature shows mixed results related to the effects of Covid-19 on employee engagement pre-and post-periods. As a result, the literature on employee engagement across different industries is inconclusive. This research study explores the effects of employee engagement pre- and post-COVID-19 and attempts to identify differences across industries. The researcher administered a 15-question survey to organizations on factors related to employee engagement across five industry categories—Health Care, Food Services, Consumer Retail, Manufacturing, and Professional Services.

Consumer acceptance of social robots in domestic settings: A human-robot interaction perspective

Consumer acceptance of social robots in retail and service settings is an emerging field in marketing research. Social Home Robots (e.g., Jibo, Cozmo, and Kuri) serving various groups in domestic settings show significant retail and consumer service potential. However, most current research focuses on social robots that serve older or disabled individuals in domestic settings, leaving a gap in understanding consumer acceptance of Social Home Robots, particularly across different cultures. From the Human-Robot Interaction perspective, this article examines consumers' intentions to use Social Home Robots through a sequential mixed-method approach. Our findings indicate that consumers' intentions to use these robots are primarily influenced by key factors in Human-Robot Interaction: belief in social robot benefits, concern about privacy risks, trust, the robots' overall anthropomorphic design, and consumers' self-construal tendency. Furthermore, trust mediates the relationships between belief in social support, privacy concerns, independent self-construal, and usage intention. This study explores consumer acceptance of social robots serving diverse groups rather than special groups in domestic settings, contributing to the literature on social/service robots. It also offers business guidelines for designing and marketing Social Home Robots in retail.

The change in food service costs associated with increasing the healthiness of ready-to-eat food provision: A systematic scoping review.

Increasing the healthiness of food retail environments is an identified mechanism to help halt rising rates of diet-related non-communicable diseases. Previous studies on healthy food environment adoption report that retailers' perceptions of loss of profitability and higher food costs are often barriers to change. Despite this, actual changes to profitability and food costs have not been fully explored. This study aimed to systematically scope the evidence relating to changes to food costs or profitability when changes are made to increase the healthiness of food and drinks sold by food service retailers. Nine databases were searched, with studies included from settings that sold ready-to-consume items, with interventions to increase the healthiness of menus, and reporting food environment/nutrition outcomes, and cost/profit outcomes. Of the 12 studies included, the majority were conducted in the United States and in school settings. Most studies indicated that increasing the healthiness of food service retail environments resulted in neutral or favorable financial outcomes. Food costs and/or profit changes were most often monitored via simple accounting measures. While further research is needed to strengthen the evidence on financial outcomes of healthier food provision, this review indicates that some perceived barriers to change may not be warranted.

EXPLORING INNOVATIONS IN SPORTS VENUE MANAGEMENT IN CHINA: BALANCING UTILIZATION AND SUSTAINABILITY

This paper explores innovative strategies for enhancing the utilization, financial sustainability, and community engagement of sports venues in China. As the industry faces challenges related to underutilization and economic viability, the study emphasizes the importance of multifunctional transformation and community-based operations. By reconfiguring sports venues to host a variety of events beyond traditional sports, operators can significantly increase utilization rates and revenue streams. The integration of digital and smart management technologies is identified as crucial for optimizing operational efficiency and enhancing the user experience. Additionally, the paper highlights the need for diversified revenue models, including retail services, corporate sponsorships, and digital content monetization, combined with sustainable development practices such as energy efficiency and waste reduction. These strategies not only secure the long-term financial health of sports venues but also align with broader environmental and social goals. The study concludes that sports venues adopting these innovative approaches will be better positioned to thrive in a competitive and evolving market landscape. KEYWORDS：Sports Venue Management，Multifunctional Transformation，Community-Based Operations，Digital and Smart Technologies，Diversified Revenue Models，Sustainable Development

Developing innovation culture in traditional Asian corporations – the case of four large business organisations in Thailand

ABSTRACT This study investigates factors affecting innovation culture in ASEAN economies and proposes a model for building innovation culture in traditional organisations. Using multiple-case analysis, the research examines four large Thai businesses across conglomerate, retail, communication, and support service sectors. We employ qualitative methods, including interviews with innovation centre directors, mid-level management, and staff, to gather insights. The study identifies key strategies for fostering innovation culture in traditional Asian organisations by analysing commonalities. The resulting model emphasises leadership, strategy, and resource allocation as crucial elements for building and maintaining an innovative culture. This research contributes to both theoretical understanding of innovation culture in traditional Asian business organisations and practical application in organisation development. The findings provide valuable insights how to overcome cultural obstacles and foster innovation in traditional ASEAN economies to improve their global competitiveness by creating a corporate culture favourable for innovation.