Shopping Services Research Articles

LANGUAGE AS A TOOL OF ENFORCED ETHNIC CONVERSION IN A BORDER SPACE WITH THE EXAMPLE OF TRANSELSIA (ZAOLZIE SILESIA)

Poland is a unique country in Europe, as it changed its geographical location after the Second World War, leaving large Polish groups in other countries. Since 1989, there has been an intensification of contacts between kin-state and foreign compatriots. Foreign compatriots are a heterogeneous group, as only a part of the population remained in the former USSR (Latvian, Lithuanian, Belarusian, Ukrainian, Russian and Kazakh republic), while in Czechoslovakia (Transelsia) the local population did not undergo mass migration, but there were changes in their ethnic identification. Investigating the contemporary determinants of ethnic identity seems important from an academic perspective, and this is what this study is devoted to: consisting of in-depth interviews, questionnaires and observations. Using Transelsia as an example, the author describes the reaction of the former majority in the region to the assimilation pressure, which was carried out, among other things, through the introduction of the Czech language into the public space. In the Transelsia area, the presence of the Polish language is not identical in all parts. In the following considerations reference was made to: topographical names, names of public facilities, Polish-language education, as well as names of service points, shops and workshops. Based on the analysis of the data obtained from the in-depth interviews, questionnaires and observations, it was assessed that the hypothesis adopted in the study was confirmed. The state language has become a tool for forced ethnic conversion, and bilingualism itself also has a hidden dimension, with content used to impose Czech identity (e.g. bilingual street names whose patrons are historical figures with anti-Polish and nationalist involvement). Currently, an area of rivalry between Polish and Czech circles in Transelsia is theTeschen dialect, which the Czech side wants to use as an argument in the historical justification of its rights to the region.

PRIORITIZING ON-CAMPUS COFFEE SHOP ATTRIBUTES FOR QUALITY IMPROVEMENT: AN AHP ANALYSIS OF UNIVERSITY STUDENTS’ PREFERENCES

This study applied the Analytic Hierarchy Process (AHP) in prioritizing the attributes of on-campus coffee shops as perceived by university students. Data were collected using online and paper-based questionnaires. The seven main studied attributes were food and beverage quality, location, environment, staff service, pricing, green practices, and well-known coffee shop chains. The first five attributes were subdivided into multiple sub-attributes. Food and beverage quality was the most important attribute, followed by pricing, location, staff service, environment, green practices, and well-known coffee shop chains. The top five sub-attributes were food and beverage hygiene, good value for money, food and beverage taste, travel convenience, and regular promotional offers. Coffee shop operators and university management can leverage this study’s findings to improve the campus coffee shops’ quality to meet students’ preferences more effectively. Furthermore, this study demonstrates the application of the AHP in decision-making within the context of service quality management.

Technology Development in Online Grocery Shopping-From Shopping Services to Virtual Reality, Metaverse, and Smart Devices: A Review.

This paper presents a review of the technologies and services associated with online grocery shopping. The progress in the field of online grocery shopping has been very rapid in recent years. Hence, there was a need to systematize knowledge about the latest various solutions used in this topic. The authors searched the internet, focusing on websites of different supermarkets, shops, and other services that offer online shopping, as well as reviewed scientific papers. Based on the collected material, the authors created four thematic parts, which include: (1) supermarket services; (2) dedicated grocery delivery services and farm-to-table; (3) shopping in Virtual Reality and the metaverse; smart devices and (4) AI in food ordering-the last part includes smart devices, such as smart refrigerators, ovens, their functionality, and the services connected with them. The authors refer to 243 sources. The research includes the three following objectives: (1) exploring and presenting the emerging applied ways of online grocery shopping, (2) exploring and presenting the latest technological advances related to the digitalization of grocery shopping, (3) discussing the upcoming technologies, services, and methods in online grocery shopping. This paper provides knowledge about a wide range of solutions offered by both supermarkets and stores (e.g., shopping applications, VR applications, metaverse shopping) and other companies (e.g., deliveries, product tracking), highlighting the numerous functions available thanks to smart devices (e.g., voice control, own shopping lists, control of products, their quantities and expiration dates, management of user preferences, and many more). This paper also discusses social issues related to the presented solutions, such as their influence on consumer behavior, barriers to adoption, and the associated challenges.

Strategic Financial Planning Analysis to Deliver Sustainable Profits

The evolution of consumer behavior in Indonesia, along with technological advancements, has led to a growing demand for personal shopping services, particularly in major cities. The digital application TITIP provides a digital platform solution that makes it easy for users to obtain necessary items without having to travel to get the needed goods. With a comprehensive investment analysis of market conditions and competitors, TITIP can determine financial planning strategies that can enhance market development growth, increase brand awareness, and implement digital marketing to strengthen TITIP's position in the digital consignment service industry. This research uses qualitative descriptive methods and data analysis on financial planning, which includes a framework of short-term, medium-term, and long-term financial goals; revenue and cost management strategies; and five-year financial projections. The results of the business feasibility analysis show strong growth potential and significant opportunities for the TITIP application to become the leading consignment service platform in Indonesia. Financial planning using investment feasibility analysis calculations such as Net Present Value (NPV), Payback Period (PP), and Internal Rate of Return (IRR), this study assesses TITIP's ability to optimize investments and achieve maximum profit growth. The results show that TITIP has a strong financial base, enabling operational efficiency and creating sustainable growth.

A Study on the Influencing Factors of Problem Foot Care Consumers’ Intention to Visit Nail Shop: Focusing on Extended Planned Behavior Theory

This study studied the intention of consumers to visit a nail shop incorporating the expanded theory of planned behavior to suggest suggestions related to the qualitative growth and marketing strategy of foot health care services. To this end, a measurement tool was prepared through a review of each previous study, and a research analysis was conducted with a total of 300 adult male and female responses through the method of the questionnaire. The main research results of this study according to the above research objectives and methods are summarized as follows. First, as a result of analyzing the effect of the planned behavior theory variable on the intention to visit the nail shop, both attitude and norm and perceived behavioral control had a significant positive effect on the intention to visit the nail shop, and among them, it was analyzed that the positive influence of attitude and norm was stronger. Second, as a result of analyzing the moderating effect of consumer experience characteristics consisting of prior experience and prior knowledge in the influence of the variable of the planning behavior theory on the problem development management of the study subjects on the intention to visit nail shops, both prior experience and knowledge showed no moderating effect. Based on these facts, the conclusions of this study are largely summarized in two ways. First, in order to increase the demand for nail shops that provide problematic foot care services, it is necessary to prepare a management strategy to increase the attitude and norms of problematic foot care service through visits to nail shops. Second, it is necessary to prepare a strategy to positively promote the problematic foot care service in nail shops regardless of new and existing customers.

A Study on the Effect of the Physical Servicescape of Nail Shop on the Customer’s Internal Responses: The Moderating Effect of Service Encounter Quality

This study analyzed the effect of the physical servicescape factor on the customer’s internal response, and analyzed the moderating effect of service encounter quality in this influence relationship. In order to achieve the purpose of the study, variables for each research analysis were derived by reviewing previous studies related to physical servicescape, internal response, and service encounter quality. Subsequently, after establishing a research model and collecting response data of a total of 238 people through a questionnaire method, the hypotheses of this study were verified using the statistical processing program SPSS 26.0. The main research results according to the above research purpose and method are summarized as follows. First, as a result of analyzing the effect of the quality evaluation level of physical servicescape factors perceived by nail shop consumers on their internal response level, the atmosphere factor had the strongest positive effect on the internal response level to the nail shop service. Second, as a result of analyzing the moderating effect of service encounter quality in the relationship between the quality evaluation level of the components of the nail shop’s physical servicescape perceived by nail shop consumers on the level of internal response to their nail shop service, the service encounter quality alone had a positive effect on internal response, but no moderating effect was observed. Through the above research results, this study presented implications for the internal and external dimensions for improving the quality of nail shop service.

Dynamics of Trust, Information Quality, and Risk Perception in Online Purchasing Decisions

This study aims to analyze the influence of trust, information quality and risk perception on online purchase decisions. This research is a quantitative research with a research design using exploration. The population in this study is the overall consumer of online shop services in South Jakarta. The sampling method in this study uses purposive sampling using the Roscoe (1975) approach in determining the number of samples. The data analysis method in this study uses SEM-PLS. Based on the results of the study, it was found that trust, information quality and risk perception play an important role in influencing online purchase decisions. It was also found that the perception of risk had a significant negative effect on purchase decisions.

PENGARUH KUALITAS PELAYANAN KERAGAMAN PRODUK DAN SUASANA TOKO DALAM MENENTUKAN LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA TOKO KOSMETIK SOMAYA SITUBONDO

The purpose of the study was to determine the effect of service quality, product diversity and shop atmosphere on consumer loyalty, with customer satisfaction as an intervening variable at Somaya Situbondo Cosmetic Shop. The sampling technique used in this study was a saturated sample. Data analysis and hypothesis testing in this study using the Structural Equation Model - Partial Least Square (PLS-SEM). The results showed that service quality has a positive and significant effect on customer satisfaction, product diversity has a positive and significant effect on customer satisfaction, shop atmosphere has a positive and significant effect on customer satisfaction, service quality has a positive but insignificant effect on customer loyalty, product diversity has a positive and significant effect on customer loyalty, Shop atmosphere has a positive and significant effect on customer loyalty, customer satisfaction has a positive but insignificant effect on customer loyalty, service quality has a positive but insignificant effect on customer loyalty through customer satisfaction, product diversity has a positive but insignificant effect on customer loyalty through customer satisfaction, shop atmosphere has a positive but insignificant effect on customer loyalty through customer satisfaction.

A matter of fit? Service configurations for customer loyalty

Improving customer loyalty is paramount for service companies. Nevertheless, the task is riddled with challenges, as evidenced by existing studies that have unveiled dilemmas and presented mixed findings. Our study takes the configurational approach and argues that developing customer loyalty is a matter of fit among relevant design choices in the service context. Specifically, we investigate how the service configurations among service rules formalization (SRF), service employee commitment (SEC), service contact time (SCT), and cost leadership strategy (CLS) yield customer loyalty intention (CLI) in a service context characterized by certain customer contacts. We conduct a multi-respondent survey covering managers, employees, and customers to collect data from 141 service shops in Hong Kong. To analyze the collected data, we employ fuzzy-set qualitative comparative analysis (fsQCA). The results show that the combinations of low SRF, high SEC, and high SCT and of high SEC and low SCT under CLS lead to high CLI. This research offers valuable insights into the configurational design for customer-contact services and the practical means of promoting customer loyalty in customer-contact service firms.

Perceptive Recommendation Robot: Enhancing Receptivity of Product Suggestions Based on Customers' Nonverbal Cues.

Service robots that coexist with humans in everyday life have become more common, and they have provided customer service in physical shops around the world in recent years. However, their potential in effective sales strategies has not been fully realized due to their low social presence. This study aims to clarify what kind of robot behavior enhances the social presence of service robots and how it affects human-robot interaction and purchasing behavior. We conducted two experiments with a sales robot, Pepper, at a retail shop in Kyoto. In Experiment 1, we showed that the robot's social presence increased and that customers looked at the robot longer when the robot understood human gaze information and was capable of shared attention. In Experiment 2, we showed that the probability of customers picking up products increased when the robot suggested products based on the humans' degree of attention from gaze and posture information. These results indicate that the robot's ability to understand and make utterances about a customer's orientation and attention effectively enhances human-robot communication and purchasing motivation.

The Effect of Beauty Shop Service Quality on Revisit Intention

Purpose: The competitive environment of the beauty service industry entered into fierce competition due to factors such as the opening of the service industry and the diversification, advancement, and multi-attributes of the economy. Consumers choose a store with a wide variety of needs and thoughts, and their intention to reuse is determined by the behavior of internal customers they meet at one-on-one contact points with customers. The purpose of this study is to suggest a way to become a competitive beauty shop by providing better service to customers by confirming the relationship between service quality, customer satisfaction, and revisit intention through empirical analysis. Method: In this study, prior research and empirical research were conducted in parallel for the purpose of the study, and a research model was established based on the existing prior research. In order to verify the validity of the research model, 500 copies were finally used for empirical analysis using an online survey method centered on female users who visited domestic beauty shops (hair, skin, nail, makeup). Statistical analysis was performed using programs (SPSS 23.0, AMOS 23.0) as an analysis method, and statistical methods such as frequency analysis, cross-tabulation, factor analysis, variance analysis, and structural equations were analyzed and processed. Results: First, as a result of analyzing the difference in service quality according to age, it was found that response, empathy, materiality, and reliability factors were statistically different. Response, empathy, and reliability were high in the 40s, and materiality was high in the 20s. Second, as a result of analyzing the difference in service quality according to the most used beauty shop, it was found that there was a difference in the empathy factor. As a result of the post-hoc test, there were differences in makeup, skin care, and nail beauty, and the empathy of skin care and nail beauty was analyzed to be higher than makeup. Third, as a result of analyzing the differences in the Revisit Intention factor according to the Most used beauty shop, the Revisit Intention factor was statistically significant, and it was analyzed that the Revisit Intention of nail beauty was higher than that of makeup. Fourth, as a result of examining the extent to which service quality factors using AMOS affect overall Revisit Intention, among service quality factors, reliability has the greatest impact, and response, empathy, materiality, and professionalism do not directly affect Revisit Intention. Conclusion: Customers who visit beauty service companies today have a variety of needs, and it has become competitive to derive customer satisfaction with more delicate consideration. It can be seen that the improvement of overall ser-vice quality has a direct effect on Revisit Intention, and it was found that customers revisit due to reliability. Due to the nature of the beauty industry, which relies heavily on human resources, research on how it will affect customers' Revisit Intention is expected to provide many implications for strengthening the competitiveness of the beauty industry in the future.

A Study on the Willingness of “Generation Z” Consumers to Use Online Virtual Try-On Shopping Services Based on the S-O-R Framework

Virtual try-on services, which significantly reduce return rates and enhance user shopping experiences, pose a crucial question: how can user willingness to use these services be increased? Additionally, “Generation Z” consumers, known for their unique traits and significant consumption potential, have been relatively understudied in this context. To address this theoretical gap, this study employs the Stimulus–Organism–Response (S-O-R) theory as its research framework, using online virtual shoe try-on services as a case study. Focusing on “Generation Z” consumers, this study utilizes literature review, user research, factor analysis, and linear regression to establish a user experience evaluation scale and behavior model. The user experience evaluation scale identifies positive elements such as convenience, price value, visual information acquisition, emotional value, and social interaction. The negative elements include technical limitations, personalized service deficiencies, and uncertainty. In the behavior model, all elements influence user attitudes. Notably, only the negative elements directly affect users’ willingness to use the service, except social interaction among the positive elements, which positively impacts usage intention. This study also reveals that “Generation Z” consumers have novel requirements for social interaction. This research effectively addresses existing theoretical gaps and provides a foundational theory for the development of related services and technologies.

Minority service providers serving majority group customers: The relations between power attribution, empathy and emotional labor

This study examines the service relationships between minority service providers and their majority-group customers, focusing on power attribution, empathy, and emotional labor strategies. An online survey tapped the perceptions of service providers belonging to two different ethnic and national minorities (N = 511; of the sample, 301 respondents were FSU immigrants (59%), and 210 were members of the Arab minority (41%). Age ranged from 18 to 65 (Mage = 37); the total sample included 63% females. All service providers were from the “Service Shop” sector).Minority service providers' responses were affected significantly by the power they attributed to majority-group customers, activating higher emotional efforts to please customers. Testing moderated mediation model revealed that the mediation effect of minority service providers' empathy on the relationship between power attributed to majority-group customers and minority-group service providers’ emotional labor found to be significantly stronger for national minority service employees (in compare to ethnic minorities).The study emphasizes the importance of service relationships in a diverse environment and their practical implications. Additional theoretical contribution is related to the distinction between two types of minorities: national and ethnic minorities (service provider origin) in order to explore their attribution of power towards majority group customers, which effect the mechanism of empathy and in turn minorities provider's emotional mechanism (emotional labor).

Decision Making in Service Shops Supported by Mining Enterprise Resource Planning Data

Decision Making in Service Shops Supported by Mining Enterprise Resource Planning Data

The Effect of Mobile Shopping Service Quality on Customer Satisfaction and Customer Loyalty: A Case of Bukalapak in Indonesia

The Effect of Mobile Shopping Service Quality on Customer Satisfaction and Customer Loyalty: A Case of Bukalapak in Indonesia

The Influence of TikTok Shop Service Quality on Consumer Loyalty Regarding Customer Satisfaction, Customer Trust, and Behavioral Intention

Technological advancements and Internet penetration have fundamentally changed the way consumers conduct purchasing activities. This phenomenon marks a significant shift from conventional shopping in physical stores to online shopping. This study aims to explore how TikTok Shop's service quality affects customer loyalty and behavioral intentions, specifically in the Yogyakarta and Central Kalimantan regions. Using a linear regression approach and the coefficient of determination, this study shows that TikTok Shop's service quality has a positive and significant impact on customer loyalty, with a contribution of 74.6%. Factors such as reliability, responsiveness, and accessibility are critical in shaping positive consumer perceptions. In addition, customer trust, which is based on consistent and transparent service quality, plays an important role, with a contribution of 65.4% to customer satisfaction. In addition, this study also found that TikTok Shop's service quality influenced customers' behavioral intentions, including intentions to repurchase, recommend the platform to others, and engage further. These findings emphasize the importance of TikTok Shop to continuously improve its service quality to strengthen relationships with customers and ensure sustainable business growth amid fierce e-commerce competition. By understanding and responding to customer needs, TikTok Shop has the potential to strengthen its position as an important player in the dynamic e-commerce industry.

Pengembangan Aplikasi Jasa Service Peralatan Elektronik Berbasis Android Menggunakan Payment Gateways

Along with the development of current technology such as TV repair, fans, refrigerators, washing machines, irons, air conditioners do not always function properly. There are times when a device is damaged and the user of the device will try to fix it by visiting a service or repair shop for televisions, fans, refrigerators, washing machines, irons and air conditioners. Of course, in this case the user will waste time and energy to go to the service place. Therefore, online booking services such as Grab and Gojek are needed. This online booking service specifically accepts the repair of televisions, fans, refrigerators, washing machines, irons, air conditioners, directly so that device users can save time and costs. With the selection of categories based on electronic products, it is easier for users if they want to find a service based on the electronic equipment that the user wants to repair. This application will be equipped with an online payment system integrated with Midtrans as a payment gateway service provider so that the transaction process becomes faster, easier and more practical.

Effect of Servicescape in Hair Shop on Relationship Persistence Intention

This study investigates the components of the service landscape, the physical environment of a hair shop, to determine whether these components affect relationship continuance intention and to suggest ways to improve the quality of hair shop services and strengthen the competitiveness of customized services. The data were analyzed using SPSS Statistics 27.0 program with 541 questionnaires, and all empirical analyses were verified at the 5% significance level. As a result of analyzing whether there are differences in the service landscape according to the usage status of hair shops, the main services received at hair shops showed significant differences in aesthetics and newness, and scalp and hair care was the highest in both factors. When it comes to the reasons for choosing a hair shop, good atmosphere and facilities were higher for aesthetics and newness, and good technology was higher for convenience. The reason for using a hair shop was higher for stress relief than for aesthetics, indicating that consumers are more likely to visit a shop with good facilities and a good atmosphere for scalp and hair health, personal relaxation, and stress relief than for simple hairstyling.

The Impact of Semi-permanent Makeup Services on Customer Satisfaction and Intent to Recommend to Others

Semi-permanent makeup has become increasingly popular in Korea, driven by changing beauty standards and the desire for convenience. Although there is growing information about the semi-permanent makeup in terms of industry, little is known about factors which may influence customer satisfaction and recommendation to others. The aim of this inquiry was to determine the factors to influence the satisfaction and intention to recommendation of customers as received by semi-permanent makeup services. A questionaire was used to survey persons with 174 customers in years 20s and 40s across Korea. These individuals were then requested to complete a questionnaire which asked them to state for satisfaction. As a result, we found that the artist's technique and the hygiene and environmental factors which surrounding the service shop are influencing factors relative to customer satisfaction. Customer satisfaction is also reflected through various interactions with customers. These results showed that customer satisfaction had a positive effect on the intention to recommend semi-permanent makeup. Additionally, we also verified various factors that constitute semi-permanent makeup services to assess their complete or partial impact on customer satisfaction and likelihood of recommendation. As with any beauty service, success in the semi-permanent makeup industry relies on skill, professionalism, and a commitment to client satisfaction. Such information might be considered when opening a store and devising a business strategy. These findings also serve as the foundation for generating hypotheses in future analytical investigations.

Soft Biometrics in Retail Service: Understanding Privacy Paradox and Cross-Cultural Differences Regarding 3D Body Scanning Technology

This study aims to explore the privacy paradox and cultural difference associated with integrating soft biometric information through 3D body scanning technologies into personalized shopping services. By incorporating the theory of Concerns for Information Privacy and the Unified Theory of Acceptance and Use of Technology into the Privacy Calculus Theory, the purpose of this study is to understand fashion consumers’ privacy paradox and investigate cultural differences (U.S. vs. China). A partial least squares structural equation modeling and multigroup analysis was conducted from two data sets collected online (N U.S.= 525, N China = 484). Results show that consumer concerns toward data management (i.e., collection, error, secondary use) and service excellence expectations (i.e., perceived expectance, facilitation condition, hedonic motivation) explain the privacy calculus (i.e., risk and benefit) in consumer decisions. The results indicate that error management is critical to understanding Chinese consumers’ privacy calculus, while secondary use is important for U.S. consumers.