Handbook of research on retailer consumer relationship development

Handbook of Research on Retailer-Consumer Relationship Development Fabio Musso University of Urbino, Department of Economics, Society and Politics (DESP), Italy Elena Druica University of Bucharest, Department of Economic and Administrative Sciences, Romania A volume in the Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series Managing Director: Production Editor: Development Editor: Acquisitions Editor: Typesetter: Cover Design: Lindsay Johnston Jennifer Yoder Erin O’Dea Kayla Wolfe Deanna Jo Zombro Jason Mull Published in the United States of America by Business Science Reference (an imprint of IGI Global) 701 E Chocolate Avenue Hershey PA 17033 Tel: 717-533-8845 Fax: 717-533-8661 E-mail: cust@igi-global.com Web site: http://www.igi-global.com Copyright © 2014 by IGI Global All rights reserved No part of this publication may be reproduced, stored or distributed in any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher Product or company names used in this set are for identification purposes only Inclusion of the names of the products or companies does not indicate a claim of ownership by IGI Global of the trademark or registered trademark Library of Congress Cataloging-in-Publication Data Handbook of research on retailer-consumer relationship development / Fabio Musso and Elena Druica, editors pages cm Includes bibliographical references and index Summary: “This book offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research”-Provided by publisher ISBN 978-1-4666-6074-8 (hardcover) ISBN 978-1-4666-6075-5 (ebook) ISBN 978-1-4666-6077-9 (print & perpetual access) Retail trade Customer relations I Musso, Fabio, 1960- II Druica, Elena, 1971HF5429.H2833 2014 658.8’12 dc23 2014007824 This book is published in the IGI Global book series Advances in Marketing, Customer Relationship Management, and EServices (AMCRMES) (ISSN: 2327-5502; eISSN: 2327-5529) British Cataloguing in Publication Data A Cataloguing in Publication record for this book is available from the British Library All work contributed to this book is new, previously-unpublished material The views expressed in this book are those of the authors, but not necessarily of the publisher For electronic access to this publication, please contact: eresources@igi-global.com. Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series Eldon Y Li National Chengchi University, Taiwan & California Polytechnic State University, USA ISSN: 2327-5502 EISSN: 2327-5529 Mission Business processes, services, and communications are important factors in the management of good customer relationship, which is the foundation of any well organized business Technology continues to play a vital role in the organization and automation of business processes for marketing, sales, and customer service These features aid in the attraction of new clients and maintaining existing relationships The Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series addresses success factors for customer relationship management, marketing, and electronic services and its performance outcomes This collection of reference source covers aspects of consumer behavior and marketing business strategies aiming towards researchers, scholars, and practitioners in the fields of marketing management Coverage • B2B Marketing • CRM and Customer Trust • CRM in Financial Services • CRM Strategies • Customer Relationship Management • Data Mining and Marketing • E-Service Innovation • Ethical Considerations in E-Marketing • Legal Considerations in E-Marketing • Online Community Management and Behavior • Relationship Marketing • Social Networking and Marketing • Web Mining and Marketing IGI Global is currently accepting manuscripts for publication within this series To submit a proposal for a volume in this series, please contact our Acquisition Editors at Acquisitions@igi-global.com or visit: http://www.igi-global.com/publish/ The Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series (ISSN 2327-5502) is published by IGI Global, 701 E Chocolate Avenue, Hershey, PA 17033-1240, USA, www.igi-global.com This series is composed of titles available for purchase individually; each title is edited to be contextually exclusive from any other title within the series For pricing and ordering information please visit http://www.igi-global.com/book-series/advances-marketing-customer-relationship-management/37150 Postmaster: Send all address changes to above address Copyright © 2014 IGI Global All rights, including translation in other languages reserved by the publisher No part of this series may be reproduced or used in any form or by any means – graphics, electronic, or mechanical, including photocopying, recording, taping, or information and retrieval systems – without written permission from the publisher, except for non commercial, educational use, including classroom teaching purposes The views expressed in this series are those of the authors, but not necessarily of IGI Global Titles in this Series For a list of additional titles in this series, please visit: www.igi-global.com Handbook of Research on Retailer-Consumer Relationship Development Fabio Musso (University of Urbino, Department of Economics, Society and Politics (DESP), Italy) and Elena Druica (University of Bucharest, Department of Economic and Administrative Sciences, Romania) Business Science Reference • copyright 2014 • 685pp • H/C (ISBN: 9781466660748) • US $380.00 (our price) Strategies in Sports Marketing Technologies and Emerging Trends Manuel Alonso Dos Santos (Universidad Católica de la Santísima Concepción, Chile) Business Science Reference • copyright 2014 • 363pp • H/C (ISBN: 9781466659940) • US $235.00 (our price) Handbook of Research on Consumerism in Business and Marketing Concepts and Practices Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania) and Mohammad Fateh Ali Khan Panni (City University, Bangladesh) Business Science Reference • copyright 2014 • 668pp • H/C (ISBN: 9781466658806) • US $365.00 (our price) Handbook of Research on Management of Cultural Products E-Relationship Marketing and Accessibility Perspectives Lucia Aiello (Unviersitas Mercatorum, Italy) Business Science Reference • copyright 2014 • 486pp • H/C (ISBN: 9781466650077) • US $345.00 (our price) Marketing in the Cyber Era Strategies and Emerging Trends Ali Ghorbani (Payame Noor University, Iran) Business Science Reference • copyright 2014 • 357pp • H/C (ISBN: 9781466648647) • US $185.00 (our price) Transcultural Marketing for Incremental and Radical Innovation Bryan Christiansen (PryMarke, LLC, USA) Salih Yıldız (Gümüşhane University, Turkey) and Emel Yıldız (Gümüşhane University, Turkey) Business Science Reference • copyright 2014 • 588pp • H/C (ISBN: 9781466647497) • US $185.00 (our price) Progressive Trends in Knowledge and System-Based Science for Service Innovation Michitaka Kosaka (Japan Advanced Institute of Science and Technology, Japan) and Kunio Shirahada (Japan Advanced Institute of Science and Technology, Japan) Business Science Reference • copyright 2014 • 511pp • H/C (ISBN: 9781466646636) • US $185.00 (our price) Innovations in Services Marketing and Management Strategies for Emerging Economies Anita Goyal (Indian Institute of Management (IIM), Lucknow, India) Business Science Reference • copyright 2014 • 331pp • H/C (ISBN: 9781466646711) • US $185.00 (our price) 701 E Chocolate Ave., Hershey, PA 17033 Order online at www.igi-global.com or call 717-533-8845 x100 To place a standing order for titles released in this series, contact: cust@igi-global.com Mon-Fri 8:00 am - 5:00 pm (est) or fax 24 hours a day 717-533-8661 Editorial Advisory Board Barry Berman, Hofstra University, USA Steve Burt, University of Stirling, UK Sandro Castaldo, Bocconi University, Italy Gérard Cliquet, University of Rennes, France Guido Cristini, University of Parma, Italy Susan S Fiorito, Florida State University, USA Andrea Gröppel-Klein, Saarland University, Germany Herbert Kotzab, University of Bremen, Germany Peter J McGoldrick, Manchester University, UK Dirk Morschett, University of Fribourg, Switzerland Mirian Palmeira, Federal University of Parana, Brazil Luca Pellegrini, IULM University, Italy Barry Quinn, University of Ulster, UK Bert Rosenbloom, Drexel University, USA Joachim Zentes, Saarland University, Germany List of Reviewers Daniela Andreini, University of Bergamo, Italy Michelle Bonera, University of Brescia, Italy Angelo Bonfanti, University of Verona, Italy Barbara Borusiak, Poznan University of Economics, Poland Angela Caridà, University of Catanzaro, Italy Cecilia Casalegno, University of Turin, Italy Philip Y K Cheng, Australian Catholic University, Australia Chiara Civera, University of Turin, Italy Maria Colurcio, University of Catanzaro, Italy Elisabetta Corvi, University of Brescia, Italy Dan-Cristian Dabija, Babeş-Bolyai University, Romania Ruly Darmawan, Bandung Institute of Technology, Indonesia Ronan de Kervenoael, Sabanci University, Turkey & Aston University, UK Patrizia de Luca, University of Trieste, Italy Giacomo Del Chiappa, University of Sassari, Italy Amalia Dutu, University of Pitesti, Romania Ahmet Ekici, Bilkent University, Turkey Manuela Rozalia Gabor, University of Tỵrgu Mureş, Romania Marco Galvagno, University of Catania, Italy Cristina García Gumiel, Universidad Autónoma de Madrid, Spain Mónica Gómez Suárez, Universidad Autónoma de Madrid, Spain Monica Grosso, EMLYON Business School, France Eda Gurell Atay, University of Puget Sound, USA Alan Hallsworth, Portsmouth University, UK Alicia Izquierdo-Yusta, University of Burgos, Spain Ana Isabel Jiménez-Zarco, Open University of Catalonia, Spain Elior Kinarthy, Rio Hondo College, Canada Dong-Jin Lee, Yonsei University, Korea Isabella Maggioni, Catholic University of Milan, Italy Elisa Martinelli, University of Modena e Reggio, Italy María Pilar Martínez-Ruiz, University of Castilla-La Mancha, Spain Monia Melia, University of Catanzaro, Italy Jan Mikolajczyk, Poznan University of Economics, Poland Francesca Montagnini, University of Milan-Bicocca, Italy Francesca Negri, University of Parma, Italy Wilson Ozuem, University of Hertsfordshire, UK Mirian Palmeira, Federal University of Parana, Brazil Cinzia Maria Rita Panero, University of Genova, Italy Eleonora Pantano, Eindhoven University of Technology, The Netherlands Giuseppe Pedeliento, University of Bergamo, Italy Giovanna Pegan, University of Trieste, Italy Karla Perez, Australian Catholic University, Australia Sanda Renko, University of Zagreb, Croatia Janice Rudkowski, Ryerson University, Canada María Eugenia Ruiz Molina, University of Valencia, Spain Rauno Rusko, University of Lapland, Finland Miguel Ángel Sahagún, University of Texas-Pan American (UTPA), USA Manuel Sánchez-Pérez, University of Almeria, Spain Marialuisa Saviano, University of Salerno, Italy Roberta Sebastiani, Catholic University of Milan, Italy M Joseph Sirgy, Virginia Tech, USA Jason J Turner, University of Abertay Dundee, UK Arturo Z Vasquez-Parraga, University of Texas-Pan American (UTPA), USA Donata Tania Vergura, University of Parma, Italy Kathleen Wolf, University of Washington, USA List of Contributors Andreini, Daniela / University of Bergamo, Italy 471 Bahn, Kenneth D / James Madison University, USA 27 Barile, Sergio / Sapienza, University of Rome, Italy 197 Bonfanti, Angelo / University of Verona, Italy 297 Borusiak, Barbara / Poznan University of Economics, Poland 108 Candelo, Elena / University of Turin, Italy 351 Casalegno, Cecilia / University of Turin, Italy 351 Castaldo, Sandro / Bocconi University, Italy 404 Cheng, Philip Y K / Australian Catholic University, Australia Civera, Chiara / University of Turin, Italy 351 Contrí, Gloria Berenguer / Universidad de Valencia, Spain 384 de Kervenoael, Ronan / Sabanci University, Turkey & Aston University, UK 449 de Luca, Patrizia / University of Trieste, Italy 173 Duţu, Amalia / University of Pitesti, Romania 45 Ekici, Ahmet / Bilkent University, Turkey 27 Escobedo, Pablo José / The University of Texas – Pan American, USA 70 Gardner, Toni / Abertay University, UK 127 Grosso, Monica / EMLYON Business School, France 404 Gumiel, Cristina García / Universidad Autónoma de Madrid, Spain 258 Gurel-Atay, Eda / University of Puget Sound, USA 27 Hallsworth, Alan / Portsmouth University, UK 449 Izquierdo-Yusta, Alicia / University of Burgos, Spain 219 Jiménez-Zarco, Ana Isabel / Open University of Catalonia, Spain 219 Lee, Dong-Jin / Yonsei University, South Korea 27 Maggioni, Isabella / Monash University, Australia 13 Martinelli, Elisa / University of Modena and Reggio Emilia, Italy 86 Martínez-Ruiz, María Pilar / University of Castilla la Mancha, Spain 219 Molina, María Eugenia Ruiz / Universidad de Valencia, Spain 384 Montagnini, Francesca / University of Milan-Bicocca, Italy 336 Negri, Francesca / University of Parma, Italy 426 Palmeira, Mirian / Federal University of Parana (UFPR), Brazil 275 Pantano, Eleonora / University of Calabria, Italy & Eindhoven University of Technology, The Netherlands 371 Pedeliento, Giuseppe / University of Bergamo, Italy 471 Pegan, Giovanna / University of Trieste, Italy 173 10.4018/978-1-4666-6074-8.ch025::1 10.4018/978-1-4666-6074-8.ch025::1 10.4018/978-1-4666-6074-8.ch003::6 10.4018/978-1-4666-6074-8.ch003::6 10.4018/978-1-4666-6074-8.ch011::1 10.4018/978-1-4666-6074-8.ch011::1 10.4018/978-1-4666-6074-8.ch016::1 10.4018/978-1-4666-6074-8.ch016::1 10.4018/978-1-4666-6074-8.ch007::1 10.4018/978-1-4666-6074-8.ch007::1 10.4018/978-1-4666-6074-8.ch019::1 10.4018/978-1-4666-6074-8.ch019::1 10.4018/978-1-4666-6074-8.ch019::2 10.4018/978-1-4666-6074-8.ch019::2 10.4018/978-1-4666-6074-8.ch022::1 10.4018/978-1-4666-6074-8.ch022::1 10.4018/978-1-4666-6074-8.ch001::1 10.4018/978-1-4666-6074-8.ch001::1 10.4018/978-1-4666-6074-8.ch019::3 10.4018/978-1-4666-6074-8.ch019::3 10.4018/978-1-4666-6074-8.ch021::3 10.4018/978-1-4666-6074-8.ch021::3 10.4018/978-1-4666-6074-8.ch024::1 10.4018/978-1-4666-6074-8.ch010::1 10.4018/978-1-4666-6074-8.ch024::1 10.4018/978-1-4666-6074-8.ch010::1 10.4018/978-1-4666-6074-8.ch004::1 10.4018/978-1-4666-6074-8.ch004::1 10.4018/978-1-4666-6074-8.ch003::4 10.4018/978-1-4666-6074-8.ch003::4 10.4018/978-1-4666-6074-8.ch005::3 10.4018/978-1-4666-6074-8.ch005::3 10.4018/978-1-4666-6074-8.ch008::2 10.4018/978-1-4666-6074-8.ch008::2 10.4018/978-1-4666-6074-8.ch022::2 10.4018/978-1-4666-6074-8.ch022::2 10.4018/978-1-4666-6074-8.ch014::2 10.4018/978-1-4666-6074-8.ch014::2 10.4018/978-1-4666-6074-8.ch003::5 10.4018/978-1-4666-6074-8.ch003::5 10.4018/978-1-4666-6074-8.ch024::2 10.4018/978-1-4666-6074-8.ch024::2 10.4018/978-1-4666-6074-8.ch012::3 10.4018/978-1-4666-6074-8.ch012::3 10.4018/978-1-4666-6074-8.ch012::1 10.4018/978-1-4666-6074-8.ch012::1 10.4018/978-1-4666-6074-8.ch003::1 10.4018/978-1-4666-6074-8.ch003::1 10.4018/978-1-4666-6074-8.ch002::1 10.4018/978-1-4666-6074-8.ch002::1 10.4018/978-1-4666-6074-8.ch006::1 10.4018/978-1-4666-6074-8.ch006::1 10.4018/978-1-4666-6074-8.ch012::2 10.4018/978-1-4666-6074-8.ch021::2 10.4018/978-1-4666-6074-8.ch012::2 10.4018/978-1-4666-6074-8.ch021::2 10.4018/978-1-4666-6074-8.ch018::2 10.4018/978-1-4666-6074-8.ch018::2 10.4018/978-1-4666-6074-8.ch023::1 10.4018/978-1-4666-6074-8.ch023::1 10.4018/978-1-4666-6074-8.ch015::1 10.4018/978-1-4666-6074-8.ch020::1 10.4018/978-1-4666-6074-8.ch015::1 10.4018/978-1-4666-6074-8.ch020::1 10.4018/978-1-4666-6074-8.ch025::2 10.4018/978-1-4666-6074-8.ch010::2 10.4018/978-1-4666-6074-8.ch025::2 10.4018/978-1-4666-6074-8.ch010::2 Pekkala, Joni / University of Lapland, Finland 490 Renko, Sanda / University of Zagreb, Croatia 239 Rudkowski, Janice / Helianthus Consulting, Canada & Ryerson University, Canada 318 Rusko, Rauno / University of Lapland, Finland 490 Sahagún, Miguel Ángel / The University of Texas – Pan American, USA 70 Saura, Irene Gil / Universidad de Valencia, Spain 384 Saviano, Marialuisa / University of Salerno, Italy 197 Sebastiani, Roberta / Università Cattolica del Sacro Cuore, Italy 336 Sirgy, M Joseph / Virginia Polytechnic Institute and State University, USA 27 Suárez, Mónica Gómez / Universidad Autónoma de Madrid, Spain 258 Timmermans, Harry / Eindhoven University of Technology, The Netherlands 371 Tng, David / Singapore Institute of Management, Singapore 449 Turner, Jason J / Abertay University, UK 127 Vásquez-Párraga, Arturo Z / The University of Texas – Pan American, USA 70 Vergura, Donata Tania / University of Parma, Italy 86 Wolf, Kathleen L / University of Washington, USA 152 Yu, Grace B / Duksung Women’s University, South Korea 27 10.4018/978-1-4666-6074-8.ch026::2 10.4018/978-1-4666-6074-8.ch026::2 10.4018/978-1-4666-6074-8.ch013::1 10.4018/978-1-4666-6074-8.ch013::1 10.4018/978-1-4666-6074-8.ch017::1 10.4018/978-1-4666-6074-8.ch026::1 10.4018/978-1-4666-6074-8.ch017::1 10.4018/978-1-4666-6074-8.ch026::1 10.4018/978-1-4666-6074-8.ch005::2 10.4018/978-1-4666-6074-8.ch005::2 10.4018/978-1-4666-6074-8.ch021::1 10.4018/978-1-4666-6074-8.ch021::1 10.4018/978-1-4666-6074-8.ch011::2 10.4018/978-1-4666-6074-8.ch011::2 10.4018/978-1-4666-6074-8.ch018::1 10.4018/978-1-4666-6074-8.ch018::1 10.4018/978-1-4666-6074-8.ch003::3 10.4018/978-1-4666-6074-8.ch003::3 10.4018/978-1-4666-6074-8.ch014::1 10.4018/978-1-4666-6074-8.ch014::1 10.4018/978-1-4666-6074-8.ch020::2 10.4018/978-1-4666-6074-8.ch024::3 10.4018/978-1-4666-6074-8.ch020::2 10.4018/978-1-4666-6074-8.ch024::3 10.4018/978-1-4666-6074-8.ch008::1 10.4018/978-1-4666-6074-8.ch008::1 10.4018/978-1-4666-6074-8.ch005::1 10.4018/978-1-4666-6074-8.ch005::1 10.4018/978-1-4666-6074-8.ch006::2 10.4018/978-1-4666-6074-8.ch006::2 10.4018/978-1-4666-6074-8.ch009::1 10.4018/978-1-4666-6074-8.ch009::1 10.4018/978-1-4666-6074-8.ch003::2 10.4018/978-1-4666-6074-8.ch003::2 Table of Contents Foreword xxiv 10.4018/978-1-4666-6074-8.chfwd Preface xxvi 10.4018/978-1-4666-6074-8.chpre Acknowledgment xxxiv 10.4018/978-1-4666-6074-8.chack Section Consumers’ Behavior, Buying Preferences, and Relationships with Retailers 10.4018/978-1-4666-6074-8.chs01 10.4018/978-1-4666-6074-8.chs01 Chapter Customer Perceived Values and Consumer Decisions: An Explanatory Model Philip Y K Cheng, Australian Catholic University, Australia 10.4018/978-1-4666-6074-8.ch001 10.4018/978-1-4666-6074-8.ch001 10.4018/978-1-4666-6074-8.ch001::1 Chapter Identity-Based Consumer Behaviour, Self-Congruity, and Retailer-Consumer Relationships: A Literature Review 13 Isabella Maggioni, Monash University, Australia 10.4018/978-1-4666-6074-8.ch002 10.4018/978-1-4666-6074-8.ch002 10.4018/978-1-4666-6074-8.ch002::1 Chapter Shopping Well-Being and Ill-Being: Toward an Integrated Model .27 Dong-Jin Lee, Yonsei University, South Korea Grace B Yu, Duksung Women’s University, South Korea M Joseph Sirgy, Virginia Polytechnic Institute and State University, USA Ahmet Ekici, Bilkent University, Turkey Eda Gurel-Atay, University of Puget Sound, USA Kenneth D Bahn, James Madison University, USA 10.4018/978-1-4666-6074-8.ch003 10.4018/978-1-4666-6074-8.ch003 10.4018/978-1-4666-6074-8.ch003::1 10.4018/978-1-4666-6074-8.ch003::2 10.4018/978-1-4666-6074-8.ch003::3 10.4018/978-1-4666-6074-8.ch003::4 10.4018/978-1-4666-6074-8.ch003::5 10.4018/978-1-4666-6074-8.ch003::6 Chapter Understanding Consumers’ Behaviour Change in Uncertainty Conditions: A Psychological Perspective 45 Amalia Duţu, University of Pitesti, Romania 10.4018/978-1-4666-6074-8.ch004 10.4018/978-1-4666-6074-8.ch004 10.4018/978-1-4666-6074-8.ch004::1 About the Contributors Kenneth D Bahn, Ph.D, was a professor of marketing at James Madison University His research has been published in the Journal of Consumer Research, Journal of Retailing, and Journal of the Academy of Marketing Science, among others His research interests included children’s consumer behavior, nutrition and physical fitness, and product variety He served as a proceedings editor for Academy of Marketing Science, and an editorial review board member of Journal of Retailing He also served as a director of MBA programs in James Madison University from 1997-2008 Sergio Barile is full professor of business management at Sapienza, University of Rome, Italy He is a member of the Board of Directors of the Italian Academy of Business Administration and Management (AIDEA) He is also a member of the Editorial Board of significant Italian journals dealing with business management and economics science He serves as a member of the scientific committee and referee for national and international workshops and conferences He published several books and articles in international journals, including the European Management Journal, Journal of Service Management, International Journal of Quality and Service Sciences, Journal of Business Market Management, Service Science He has contributed to the theoretical and practical foundation and diffusion of the Viable Systems Approach (vSa) His main research interests are business governance and management, decision theory, complexity theory He received several awards for his research achievements He is a consultant for relevant public institutions and private companies Gloria Berenguer-Contrí (PhD, University of Valencia, Spain) is Professor in the Marketing Department of University of Valencia She has been a visitant researcher at different universities and her studies are published in several international journals (e.g International Journal of Hospitality Management, International Journal of Contemporary Hospitality Management, International Journal of Retail & Distribution Management, Journal of Retailing and Consumer Services, Journal of Wine Research, Journal of Foodservice Business Research, among others) Her current research interests are consumer behaviour and services marketing Angelo Bonfanti is Researcher ad Assistant Professor in Business Management at the University of Verona (Italy), Department of Business Administration He received his PhD from the “Parthenope” University of Naples (Italy) and is a member since 2004 of the editorial review team of Sinergie Italian Journal of Management, edited by CUEIM, contributing with editorial and organizational activities His current research interests include service management and marketing, business communication, and retail management Barbara Borusiak is Associate Professor at Poznan University of Economics (Poland), in the Department of Commerce and Marketing within the Faculty of Management She specializes in models of retail growth and retail internationalization, delivering lectures on Retail Management, Retail Growth Strategies, and International Business for bachelor and master studies at Poznan University of Economics She is a member of the programme committee for “Handel wewnętrzny w Polsce” (Commerce in Poland) – a report edited annually by the Institute for Market, Consumption, and Business Cycles Research in Warsaw (Poland) She is the Polish coordinator for the triple diploma master study programme in Marketing Innovation Management organized by the European University Viadrina in Frankfurt (Germany) together with Poznan University of Economics (Poland) and Lorraine University Nancy-Metz (France) She is the Head of the Ph.D study programme for the Faculty of Management at Poznan University of Economics 575 About the Contributors Elena Candelo is Associate Professor in Strategic Management at University of Turin (Italy), Department of Management She took a degree in Economics with 110 and Honorable mention at the Faculty of Economics, Turin University, and PhD in Business Management Her main research areas include strategic management, brand management, corporate social responsibility, management of tourist destinations, and automotive industry Cecilia Casalegno took her Master degree in International Management at the Faculty of Economics, University of Turin (Italy), in 2003 She has a PhD degree in business administration, and from 2008, she has been researcher and lecturer at the Department of Management, University of Turin She teaches in Marketing, Firm Strategy, and Communication courses at the University of Turin, and she is professor of Marketing and product fashion design at the Politecnic of Turin Her main fields of research concern integrated marketing communication, strategic human resource management, and leadership development strategy She is author of national and international publications (books and papers) Sandro Castaldo is professor at Bocconi University (Italy) He holds a PhD in Management from Bocconi University He teaches Channel Marketing, Trade Marketing and Retailing at graduate (Master of Science) and postgraduate level (MBA and executive education) His research is mainly focused on collaborative channel relationships, multichannel management (on line vs off line), and consumer trust He has published many articles on international journals and books Trust in Market Relationships (Edward Elgar, 2007), Coopetition: Winning Strategies for the 21st Century (edited book, Edward Elgar, 2010), and Channel and Retail Marketing (with Monica Grosso and Katia Premazzi, Edward Elgar, 2013) are his most recent books Philip Cheng (Australian Catholic University, Faculty of Law and Business) has more than 25 years of experience in university teaching, research, and administration (including members of Academic and Faculty Boards, Dean, Head of Department, members of Learning and Teaching Committee, and other committees) During that time, he has assumed responsibilities in Australia, Singapore, Hong Kong, and China Philip has been teaching in various disciplines, finance, and accounting included He has been an active researcher with close to 80 research outcomes, including quality refereed journal articles and conference papers Philip is a member of the editorial board of two journals Philip’s recent interest is in multidisciplinary behavioural research in finance, accounting, marketing, and neuroscience Chiara Civera holds a Bachelor Degree in Business Economics with Marketing specialization and took a Master Degree in Business Administration in 2009 both from University of Turin (Italy), Faculty of Economics She got a PhD in Business and Management from University of Turin, Faculty of Economics in 2013, after having spent two years at London South Bank University in London as PhD and research student, while she was also working as business analyst for a consulting company based in London The main subjects of her interest and research are marketing, branding, social marketing, corporate-social responsibility, non-profit sector management, and fundraising strategies During the academic year 2009-2010, Chiara was a lecturer of marketing and branding at University of Turin She worked as researcher for the International Labour Organization (United Nation) in Turin from January to September 2011 576 About the Contributors Ronan de Kervenoael is a Marketing Lecturer at Sabanci University in Turkey and network Lecturer at Aston University, UK His wider research interests lie under the umbrella of consumer behaviour and retailing, including the study of social, cultural, and technological transformations in how consumers (re)organize their lives and become producers of their experiences His work has been published in Environment & Planning A, World Development, Service Industries Journal, Telecommunication Policy Patrizia de Luca, PhD, is Professor at the University of Trieste (Italy), where she teaches Marketing and Research Methodology for Management Decisions She is Deputy Director of the Department of Economics, Business, Mathematics, and Statistics, and member of some academic committees Her research focus is on distribution channels, retail marketing, and consumer behavior She authored many refereed publications in national and international books and journals She is referee for several Italian journals and international books She has recently participated in two large programs on distribution and sales of Italian products in emerging and developed countries, sponsored by the Italian Ministry of Education, University, and Research, and in other research projects on international marketing Now, she is also working on a research project financed by UE on cooperation and innovation in the Adriatic Area Amalia Duţu is Associate Professor at the University of Pitesti (Romania), Faculty of Economic Sciences, Department of Management and Business Administration, and a member of collaborative teaching staff at Academy of Economic Studies, Bucharest Currently she is member of the managerial team of Economics Faculty, Dean Assistant and Marketing Manager of the Businesses Incubation and Technology Transfer Centre, University of Pitesti She holds the doctorate from the Academy of Economic Studies, Bucharest in the field of Marketing, since 2006 Her teaching experience is in domains like Marketing, Marketing Research, International Marketing, and Strategic Planning Her key competences are quantitative and qualitative researches, quantitative data analysis using SPSS, strategic planning She is also working as freelance consultant in marketing research and strategic planning, since 2010 She is author or co-author of more than 40 publications in national and international peer-reviewed journals and conference proceedings Ahmet Ekici, Ph.D, is Assistant Professor of marketing at Bilkent University, Ankara (Turkey) His research mainly focuses on issues of related to macromarketing (quality of life studies, consumer wellbeing, business ethics, developing markets, and poverty) and public policy and marketing with a special emphasis on food safety, institutional trust, vulnerable groups, and poverty and consumption His research has been published in Journal of Public Policy and Marketing, Journal of Business Research, Journal of Macromarketing, Journal of Business Ethics, Industrial Marketing Management, Social Indicators Research, Journal of Research for Consumers, and Advances in Consumer Research Pablo Jose Escobedo is a JD candidate at Indiana University Maurer School of Law He holds a double-bachelor degree, a Bachelor of Arts in Communication – Mass Communication and a Bachelor of Business Administration in Marketing, both earned at the University of Texas-Pan American between 2011 and 2013 He worked as an intern at the UTPA-COBA Dean’s Office from 2011 to 2013, and as a research assistant of Dr Arturo Vasquez-Parraga for the customer loyalty project in stores of the Rio Grande Valley during 2011 577 About the Contributors Cristina García Gumiel, born in Madrid, has more than 10 years of experience working in marketing within the retail sector She holds currently the position of Head of Marketing and Brand Events for Spain at Unibail-Rodamco, Europe’s leading listed commercial property company Cristina started her career in the retail market in 2005 as a market research manager at Sonae Sierra, the biggest Portuguese retail company, specialized in shopping centres In 2007, she was appointed Head of Strategic Marketing for Spain and Portugal In 2009, she joined Unibail-Rodamco Spain, as a Strategic Marketing manager, being promoted to Head of Marketing and Brand Events for Spain in 2012 Member of the technical committee in the Spanish Shopping Centre Association Cristina has focused her career to the customer analysis and satisfaction Degree in Business Management and in Market Research, both from the Universidad Autonoma de Madrid (UAM), Cristina has published several articles related to consumer behavior and sensorial marketing Cristina is also teacher in Marketing in the Business Management School at UAM Toni Gardner graduated in 2013 from Abertay University (Scotland, UK) with an Honours degree in Marketing and Business During her studies, Toni completed modules in retail marketing, marketing communications, international marketing, market research, and consumer behaviour, completing a dissertation on the decline of the UK High Street Toni engaged with business as part of her studies through real business scenarios, providing creative marketing solutions to the problems and challenges facing local and national businesses, and participated in extracurricular activities including membership of Abertay University Marketing Society Following graduation, Toni was employed as a marketer for a Web developer, providing online marketing solutions for e-commerce and non-e-commerce businesses throughout Scotland specialising in relationship building and e- and m-commerce marketing Irene Gil-Saura (PhD, University of Valencia) is Professor of Marketing at the University of Valencia (Spain) Her main teaching and research interests include business-to-business marketing, services marketing, consumer behavior, and retailing She has taught these topics in undergraduate and postgraduate courses She has published articles in several international journals as the Annals of Tourism Research, The International Review of Retail, Distribution and Consumer Research, Industrial Marketing Management, International Journal of Hospitality Management, Tourism Management, International Journal of Service Industry Management, The Service Industries Journal, International Journal of Contemporary Hospitality Management, Journal of Marketing Channels, International Journal of Culture, Tourism and Hospitality Research, Industrial Management & Data Systems Journal, International Journal of Retail & Distribution Management, Tourism Review, among others Mónica Gómez is Associate Professor of Marketing at Universidad Autónoma de Madrid (PhD, Universidad Autónoma de Madrid) Her research interests are power in marketing channels: national vs store brands; consumer behaviour and in-store atmosphere; brand equity and customer equity She has published more than 50 research articles Most of them are published in international journals such as the European Journal of Marketing, International Journal of Market Research, Innovar Journal, Journal of Retailing and Consumer Services, the International Journal of Retailing and Distribution Management, and the Journal of Euromarketing, among others She has also published in prestigious Spanish Journals, such as the Revista Espola de Investigación de Marketing ESIC, Cuadernos de Economía Espola, and the Revista Europea de Dirección y Administración de Empresas She has presented several conferences in EMAC, EIRASS, and EUNIP, among others 578 About the Contributors Monica Grosso is Assistant Professor of Marketing at EMLYON Business School, France She holds a PhD in Management from Bocconi University She teaches Essentials of Marketing, Go to Market Strategy, Retail Management, and Category Management both at the graduate (Master of Science) and post-graduate level (EMBA and executive education) Her research focuses on vertical channel relationships, with a focus on private labels and brand competition, partnerships between manufacturers and retailers, retailers’ relationship management with their shoppers, shoppers’ perceptions of the store and privacy issues in the digital channels Coopetition, satisfaction, trust, and loyalty are the key variables investigated in her studies Eda Gurel-Atay, PhD, serves the marketing community by researching and teaching in the consumer behavior area Her research interests center on the impact of social values on various consumer behaviors; lifestyles and psychographics; celebrity endorsements and advertising effectiveness; and materialism Shopping process and its impact on retailer evaluation and shopping well-being of consumers are other topics that attract her attention Her current studies explore the relationship between celebrity values, brand values, and consumer vales; impact of lifestyles on health-related behaviors; impact of values (such as materialism and happiness) on consumer well-being; and the relationship between self-expressiveness in shopping, shopping well-being, and overall subjective well-being Her work appeared in peer-reviewed journals such as Journal of Advertising Research, Social Indicators Research, and The International Review of Retail, Distribution, and Consumer Research Alan Hallsworth was formerly a Professor in the Department of Retailing and Marketing at Manchester Metropolitan University (UK) and is currently visiting researcher at Portsmouth Business School His interests in retail range widely: from EU competition policy to local food His work has been published in Environment & Planning A, Economic Geography, Service Industries Journal, etc Alicia Izquierdo-Yusta, PhD, is Associate Professor at the Department of Marketing of the University of Burgos (Spain) She has participated in different Conferences and Seminars worldwide and has written several articles in different high standing international journals in different international journals (Total Quality Management and Business Excellence; Service Business; Innovar, European Journal of Marketing, etc.) Her main research lines are e-commerce, technology adoption, marketing communications, sales promotions, and product and services innovation She is a member of the following associations: European Marketing Academy (EMAC) and The European Association for Education and Research in Commercial Distribution (EAERCD) Ana Isabel Jimenez-Zarco, PhD, is Associate Professor at the Economic and Business Studies Department of the Open University of Catalonia (Spain) She has participated in different Conferences and Seminars worldwide and has written several articles in different international journals (e.g Computers in Human Behaviour, Academy of Marketing Science Review, Journal of Marketing Channels, The Marketing Review, European Journal of Innovation Management, Innovar, European Journal of Marketing, etc.) Her main research lines are brand identity, image management, product innovation and ICT applications in management and marketing She is a member of the following associations: Product Development Management Association (PDMA), European Marketing Academy (EMAC), a reviewer of some journal and international congress and associate editor of journals such as Innovar, Journal of 579 About the Contributors Marketing Trends, and Revista da Micro e Pequena Empresa She is a member of the research group i2TIC (UOC) focused on the interdisciplinary analysis of the interaction between ICT use and information, communication, and knowledge flow on individuals and organizations Dong-Jin Lee, PhD, is Professor of marketing at Yonsei University, Korea His research has been published in the Journal of Marketing, Journal of the Academy of Marketing Science, International Journal of Research in Marketing, Journal of Advertising, Journal of Business Research, and Journal of Business Ethics, among others His research interests include relationship marketing, business ethics, and quality-of-life studies He has served as the vice president for the ISQOLS and director of Academy of Marketing Science Isabella Maggioni is a PhD candidate in Management at the Catholic University of Milan, Italy Her research interests include the following topics: customer loyalty and loyalty-building initiatives, retail marketing, identity-based consumer behaviour, destination branding, ethical and sustainable consumption Her PhD thesis focuses on the role of identity-based motivations and self-concept in consumer behaviour, analyzing the relationship among store environment, self-congruity, and customer loyalty in grocery retail She has been a visiting fellow at the University of New South Wales and at Monash University She has also worked as a teaching assistant at the Catholic University of Milan, Italy From April 2014, she is research fellow at the Australian Centre for Retail Studies, Monash University Elisa Martinelli, PhD, is Assistant Professor at the Department of Economics Marco Biagi of the University of Modena and Reggio Emilia, where she teaches Trade Marketing and Sales Management Her main research interests are concerned with retailing and channel management, customer loyalty, and the Country Of Origin (COO) effect On these topics she published a number of papers in national (e.g Micro&Macro Marketing, Mercati e Competitività, Sinergie) and international journals (e.g The Service Industries Journal, The International Review of Retail, Distribution and Consumer Research), as well as some books and book chapters with leading editors (e.g Edward Elgar, Il Mulino) She has been awarded by the Royal Society of Edinburgh (Scotland, UK) with the 2013 CRF/RSE European Visiting Research Fellowships – Visits from Europe to Scotland She has been visiting scholar in the Institute for Retail Studies, University of Stirling (Scotland, UK) María Pilar Martínez-Ruiz, PhD, is Associate Professor at the Department of Marketing of the University of Castilla-La Mancha (Spain) She has participated in different Conferences and Seminars worldwide and has written several articles in different high standing international journals (e.g., Journal of the Operational Research Society, European Journal of Marketing, The International Journal of Market Research, European Journal of Operational Research, etc.) Her main research lines are retailing, marketing communications, sales promotions and product and services innovation Member of the following associations: Academy of Marketing Science (AMS), European Marketing Academy (EMAC), and The European Association for Education and Research in Commercial Distribution (EAERCD) She was co-track chair of the Pricing and Retailing Track at the 75 edition of the Summer´s Educators AMA Conference (celebrated in 2012 in Chicago) 580 About the Contributors Francesca Montagnini is Assistant Professor of Management at University of Milan-Bicocca (Italy) She received her PhD from Catholic University, Milan, where she served also as a research fellow and an adjunct professor of marketing Her research interests include service innovation and its relationships with new consumption trends Recently, she focused her studies on corporate sustainability particularly in retailing She presented on these topics at major international conferences and published in international journals Francesca Negri, PhD, is Researcher at the Department of Economics – Marketing Area, University of Parma, Italy Her work explores retail and trade marketing themes, and in particular is focused on how retailers are facing the Web 2.0 Additional projects look at customer complaint handling and social caring, social networking site business models, and how to make qualitative research online, trough content analysis and netnography She has involved in various research project on retail, and has participated in several international events and conferences In the last years, she is holder of the courses of “Social Media Marketing” and “Crisis Communication & Reputation Management.” Updates and augmentations of her research can be found on her Facebook page (Social Media Marketing Unipr) and Twitter (Retail Is Detail – @FNegriUnipr) Mirian Palmeira is Associate Professor in the Business School, Federal University of Parana, Brazil Member of the Scientific Advisory Board of the International Journal of Economic Behavior (IJEB), author of different articles related to the fields of retailing and services, fashion, experiential marketing, and information and integrated marketing communication Her education levels are Fashion Design (2012) at Centro Europeu, Curitiba, Parana, PhD (1995) and Master (1988) degrees in Marketing at Fundacao Getulio Vargas, Sao Paulo, Brazil Eleonora Pantano, is a Post-Doc Research Fellow at University of Calabria (Italy) in cooperation with Technical University of Eindhoven (The Netherlands) She earned a PhD in “Psychology of Programming and Artificial Intelligence” in 2008 and a Master Degree in Management Engineering in 2005 Her research interests are related to the innovation and technologies and in retailing and e-tailing, with emphasis on the investigation of human behavior in advanced technology-based environments Furthermore, she is member of the Editorial Board and hoc reviewer of numerous international journals Her works appear in numerous international journals such as the Journal of Marketing Management and the Journal of Retailing and Consumer Services (she was also guest editor of two special issue of this journal in innovation and technologies for retailing) Giuseppe Pedeliento is a Post Doctoral Research Fellow in the Department of Management, Economics, and Quantitative Methods at the University of Bergamo (Italy) and holds a Doctorate in Marketing from the same university Former visiting researcher and lecturer in Product and Brand Management at the Aalto University School of Economics in Helsinki (Finland), and visiting scholar at the University of Washington Bothell, Seattle (USA), he is member of the research staff of ELab-OPRI, the permanent research center on professional service firms of the University of Bergamo His research include multichannel retailing, industrial marketing, project marketing, consumer behavior, and professional service firms 581 About the Contributors Giovanna Pegan is Assistant Professor at the University of Trieste, Italy, where she teaches International Marketing and Communication Management At the end of 2013, she received the National Scientific Qualification to function as Associate Professor in Italian Universities She is local coordinator for the “Italian Marketing Competition” of the SIM (Italian Marketing Association) and she is referee for several Italian Journals and International Books She has authored refereed publications in national and international books and journals Her research focus is on consumer behavior, international marketing, and communication management She has recently participated in two large research programs on distribution and sales of Italian products in the Chinese and American markets, sponsored by the Italian “Ministry of Education, University, and Research,” and in other research projects on international marketing Now, she is also working on a research project financed by UE on cooperation and innovation in the Adriatic Area Joni Pekkala is a recent University of Lapland (Finland) graduate He graduated as a Master of Social Sciences majoring in management and marketing In the latter part of his studies, he worked two years as a researcher in the Social Sciences department in several different projects One of his main interests is e-commerce and marketing and his research in the Lappish companies doing e-commerce spawned his article Currently, he works as a project manager in one of the biggest advertisement firms in Lapland Sanda Renko is Professor at the Department of Trade of the Faculty of Economics and Business at the University of Zagreb, Croatia She has carried out research on topics such as retailing and wholesaling, category management, logistics, channels of distribution, etc She was the editor of the book “Challenges for the Trade in Central and Southeast Europe,” published by Emerald Group In addition, she was the guest editor in journals such as the British Food Journal, Journal of Food Products Marketing, World Journal of Retail Business Management She has presented papers at several conferences such as CIRCLE, EUROMED, International Retailing Conference, Oxford Retail Futures Conference, etc She is involved in FP7 EU Project “Focus Balkans.” Janice Rudkowski is Principal and Owner of Helianthus Consulting and Instructor with Ted Rogers School of Retail Management at Ryerson University (Canada) Her 18+ years’ experience spans private, public, and non-profit sectors across diverse industries including consumer packaged goods, retail, fashion, healthcare, technology, and education Recognized for her marketing and communications expertise, she has elevated the growth of global brand names such as Barbie, Dove, and One-A-Day Multivitamins Janice has forged a unique and entrepreneurial career path by merging together all of her professional passions: consulting, teaching, facilitating, researching, writing, and designing curriculum When not pursuing her professional endeavours, she can be found planning her next global travel adventure, canning pickles, practicing yoga, learning to play the piano, or cross-country skiing Janice holds a BAA from the School of Fashion at Ryerson University and an MBA, Marketing from the Schulich School of Business at York University She lives in Toronto, Canada María-Eugenia Ruiz-Molina (PhD, University of Valencia) is Associate Professor in the Marketing Department of University of Valencia, where she earned her PhD in Business Administration and Management Her studies are published in several international journals (e.g Industrial Management and Data Systems, International Review of Retail, Distribution and Consumer Research, International 582 About the Contributors Journal of Retail & Distribution Management, International Journal of Hospitality Management; International Journal of Contemporary Hospitality Management, etc.) Her current research interests are consumer behavior, retailing, and ICT business solutions Rauno Rusko, PhD, is a Lecturer of Management at the University of Lapland (Finland) His research interests are in the cooperative, competitive, and coopetitive features of business and management, especially in the branches of ICT, forest industry, and tourism In addition to several book chapters, his articles have been published in the following journals: Forest Policy and Economics, the International Journal of Business Environment, International Journal of Technoentrepreneurship, the International Journal of Tourism Research, Industrial Marketing Management, European Management Journal, International Journal of Innovation in the Digital Economy, and in Global Business and Management Research: An International Journal Miguel Angel Sahagun is a Doctoral Candidate at the University of Texas Pan-American (UTPA) He holds a Master of Business Administration (MBA) from the University of Texas at Brownsville (UTB), and a Bachelor of Industrial Engineering from Instituto Tecnologico y de Estudios Superiores de Occidente (ITESO) He has pursued his PhD as well as working as research assistant and academic instructor at UTPA from 2010 to present He was the MBA Program Director at the Instituto Internacional de Estudios Superiores (IIES) from 2008 to 2010, and taught undergraduate and graduate courses at IIES in addition to designing curricula for several business majors from 2006 to 2008 He worked for different worldwide manufacturing companies in the automobile industry in various positions from Industrial Engineer to Plant Manager from 1994 to 2005 Marialuisa Saviano, PhD, is Associate Professor of Business Management at the University of Salerno, Italy She is President of the Association for research on Viable Systems (ASVSA) and Vice President of the Italian Association for Sustainability Science (IASS) She participates in researches and studies contributing to the development of the Viable Systems Approach (VSA) She has published several articles in international journals, including the European Management Journal, Journal of Service Management, Journal of Business Market Management, and Service Science She serves as referee for several Italian and international journals She received the best paper award at the 2011 Naples Forum on Service and at the XXIV Sinergie Annual Conference She is also finalist in the 2012/2013 Emerald/ EMRBI Business Research Award for Emerging Researchers Her main research interests include the Viable Systems Approach, service science, service marketing, retailing, healthcare, knowledge management, complexity, and cultural heritage management Roberta Sebastiani is Associate Professor of Management at the Catholic University of S.H (Italy) and Assistant Director of Centrimark – Center of Research in Marketing, Catholic University Her research interests include service innovation, value co-creation and corporate sustainability She has had papers presented at major international conferences and published in international books and management journals, including The Service Industries Journal and the Journal of Business Ethics M Joseph Sirgy, PhD, is Professor of Marketing and Virginia Real Estate Research Fellow at Virginia Tech He has published extensively in the area of marketing, business ethics, and quality of life (QOL) He co‐founded the International Society for Quality‐of‐Life Studies (ISQOLS) in 1995, served 583 About the Contributors as its Executive Director/Treasurer from 1995 to 2011, and as Development Director (2011‐12) In 2003, ISQOLS honored him as the Distinguished QOL Researcher He also served as President of the Academy of Marketing Science Harry Timmermans is Chair of the Urban Planning Group of the Eindhoven University of Technology (The Netherlands) He has research interests in modeling decision-making processes and decision support systems in a variety of application domains His main current research project is concerned with the development of a dynamic model of activity-travel behavior He is editor of the Journal of Retailing and Consumer Services, and serves on the board of several other journals in transportation, geography, urban planning, marketing, artificial intelligence, and other disciplines He is Co-Chair of the International Association of Travel Behavior Research (IATBR), and member of several scientific committees of the Transportation Research Board He has also served as member of conference committees in transportation and artificial intelligence He has been co-author of more than 500-refereed articles in international journals David Tng Zi Jun received his Diploma in Electronics with a focus on Business from Temasek Polytechnic, Singapore, in 2009 He earned his Bachelor of Science Degree in Business Management from University of Birmingham in 2013 He is the recipient of the Student Champion award by the University of Birmingham While pursuing his degree, David worked along with multiple online retailing start-ups ranging from clothing to food products He is currently a full-time marketing executive at ETS Solutions seeking to improve the engineering company’s online presence Jason Turner (PhD) is the Programme leader of the MBA (Master of Business Administration) at the University of Abertay (Scotland, UK), specialising in marketing research, consumer buying behavior, and customer loyalty in the retail sector He has worked in the area of retail and the customer/client interface for over 15 years and has published in and edited and reviewed for national and international journals and conferences as well as writing for industry marketing publications He provides consultancy to SMEs, specifically in the areas of relationship marketing, product assortment, branding, and marketing research, and is actively involved in leading initiatives to improve the experience and employability prospects of university students and young learners in secondary schools through the use of real business scenarios Arturo Z Vásquez-Párraga (PhD) is Professor of Marketing and International Business at the University of Texas-Pan American (UTPA) He holds a PhD degree in Economics from the University of Texas at Austin, and a PhD degree in Marketing and International Business from Texas Tech University He has performed scientific research in strategic marketing, customer loyalty, marketing and business ethics, and strategies of Latin American companies in the United States, and has extensively published in leading journals such as the Journal of Marketing Research, Journal of Business and Industrial Marketing, Journal of Consumer Marketing, Journal of Retailing and Consumer Services, Journal of Business Research, Journal of Travel Research, Journal of Euromarketing, and Health Marketing Quarterly In addition to his regular teaching at UTPA, Dr Vásquez teaches graduate courses in Chilean, Peruvian, Colombian, and Mexican universities during the summer months, and trains executives and professionals using comprehensive workshops dedicated to ethics auditing, competency-based learning, and scientific research for journal publications 584 About the Contributors Donata Tania Vergura received her PhD in Economics from the University of Parma (Italy) She is a Researcher at the Department of Economics of the University of Parma and she teaches Social Marketing Her research interests include topics related to consumer behaviour, neuromarketing, and social marketing, but her main area of research is gambling She started studying it when she was a PhD student, writing a thesis on recreational gamblers’ motives and beliefs She is currently carrying out research projects aimed at investigating gamblers’ behaviour and identifying marketing strategies to promote responsible gambling Kathleen Wolf (PhD) is a Research Social Scientist with the College of the Environment, University of Washington (Seattle, USA) She is also a key collaborator with the USDA Forest Service, Pacific Northwest Research Station in the development of a program on Urban Natural Resources Stewardship Kathy’s studies are based on the principles of environmental psychology; her professional mission is to discover, understand, and communicate human behavior and benefits, as people experience nature in cities She is also interested in how scientific information can be integrated into local government policy and planning An overview of Dr Wolf’s research programs can be found at www.naturewithin info; additional research findings on Green Cities: Good Health: www.greenhealth.washington.edu Grace B Yu, PhD, is an assistant professor of marketing at Duksung Women’s Univeristy, Korea Her research has been published in Advances in Consumer Research, Journal of Business Ethics, Journal of Business Research, Journal of Travel Research, and Social Indicators Research, among others Her research interests include consumer behaviors, customer relationship management, and quality-of-life studies Before joining the university, she had worked as an Account Executive (AE) at Saatchi & Saatchi, a multinational advertising company 585 586 Index A adaptation theory 115-116, 126 advanced technologies 371, 374, 377-378 advertising activities 35, 37 ageism 275-279, 281-282, 285, 288, 290-291, 295 atmospheric cues 239, 243-244, 246-247, 249-251, 257 atmospherics 34, 37, 132, 152, 157, 167, 172, 241242, 245, 247, 251, 257, 300, 398 auditory variables 262 B behavioral intentions 93, 243, 384-389, 394-398, 403 behavior alteration 45, 47, 51, 55, 60-61, 63, 68 behavior literature 14-15, 17 behavir change 45, 47, 49, 53, 55-57, 59, 63-64 behaviroal economics 153, 155-157, 163 blogging technology 450 blogshop strategies 452 bottom-up spillover 27-28, 30-31, 36, 44 brand distinctiveness 17, 25 branding 18, 22, 278, 325, 351-353, 359, 363-364, 368, 386, 455 brand prestige 26 brand social benefits 26 brand warmth 17, 22, 26 Brick-and-Mortar Shop 490-491, 496, 498-499, 501, 508 business districts 152-153, 159, 163, 166-168 business model innovation 350 business strategy 229, 236, 318-320, 330, 354-355, 357, 362, 385, 433, 492 C Cash on Delivery (CoD) 450-451 Cause-Related Marketing (CRM) 322, 325, 334, 352, 359-360, 363, 368-369 charity retailer 330, 334 check-in 432, 444, 447 checkout technologies 385, 387 checkpoint systems 298-299 click-and-collect 128, 131-132, 138-139, 143, 151 client-vendor relationships 371-373, 377, 383 co-creation 20-21, 188, 208, 223, 236, 339, 431, 443, 451-452, 460, 469 coffee shop 173-176, 179-184, 186-189, 195 collaborative consumption 236 collaborative social media 236 collective identity 338, 350 communication patterns 35, 37 competitive fields 173, 176 compulsive buying 27-29, 31, 33-35, 37, 44 conflict theories 113, 115-116, 126 consumer attitude 472-473, 476, 479-480, 484, 489 consumer decision 5-6, 12 consumer decision-making 372, 377-378 consumer empowerment 236, 269, 461 consumer involvement 70, 73-74, 78-79, 82, 85, 330, 337, 344, 346 consumers psychology 47, 49, 51 Corporate Community Relations (CCR) 320, 334 corporate power 336-337, 339-340, 344-345, 453 Corporate Shared Value (CSV) 351, 357, 364 Corporate Social Responsibility (CSR) 318, 321, 334, 351-352, 355 counter-culture 336-338, 350 covariate variable 425 crisis management 438, 440-441, 444 cultural environment 354, 359 customer commitment 70, 73, 82, 85 customer experience 129, 132-133, 139, 141, 144, 173-175, 177, 179-180, 182, 184, 186-189, 195, 201, 208-209, 251, 297, 299, 350, 439 customer loyalty 19, 70-74, 77-80, 82, 85-88, 90-94, 96-97, 105, 164, 227, 279, 324, 356, 395 Index customer satisfaction 33, 70-74, 77, 80-82, 85-88, 90-94, 96-97, 105, 132, 224-225, 245, 277, 298, 302, 388-389, 391, 393, 397, 474 customer service 127-128, 132, 137-138, 140-144, 151, 153, 164, 184, 187, 232, 323, 412, 426, 431, 438-440, 444, 461, 501 Customer Shopping Experience (CSE) 297-298 customer store loyalty 70-74, 79-80, 82, 85 explanation chain 85 customer trust 73, 82, 85 D decision-making process 68, 211, 305, 372, 376378, 437 discount coupons 231, 483 discrimination 265, 275-279, 281-282, 285, 288, 290, 292, 295-296 E Eataly 336-346, 350 economic conditions 352 economic crisis 45-48, 50, 55-58, 60-61, 63-64, 87, 96, 115, 182, 188, 298, 305, 389 economic shock exposure 68 economic turbulent times 45, 56, 63, 68 electronic commerce (e-commerce) 279, 374, 405, 407-409, 419, 437, 443, 450-451, 477, 480, 489-496, 498-503, 508 electronic tags 316 Electronic Word-of-Mouth (eWOM) communication 374-375, 383 emergent strategy 503, 508 emotional connection 141, 144, 350 empirical evidence 90, 92, 199, 353, 373, 376, 386, 410 empowerment 223, 236, 269, 454, 460-463, 469 entrepreneur 461, 469, 492-493, 496, 500 environmental psychology 156-157, 172, 242, 259, 266, 297, 299, 301 ethics and sustainability 362, 369 experiential opportunities 13-14 experiential shopping 308, 316, 451 expressive social media 237 frontline employees 275-283, 285, 288-290, 295-296 full-integrated multichannel model 473, 480-483, 489 functional benefits 13-14, 234, 398 G geolocation 426 global economy 45 globalization 45-46, 176-177, 179, 220-222, 224, 226, 233, 237, 319, 355 glocalization 177, 179 green infrastructure 165, 172 grocery retailer 105 H hedonic enjoyment 27-28, 31, 44 hedonic value 3-4, 12, 28 heteroarchy 12 High Street, UK 127-129, 131-132, 144, 151 decline of 127-129, 132, 144, 151 holistic approach 257 I identification theory 14-15, 21 incentive or compensation 425 Information and Communication Technologies (ICT) 385, 425 information sharing 221, 228, 373, 383, 404-407, 410-413, 415-417, 419 innovation management 383 innovation pathways 201, 211 innovative retailers 209, 386-389, 395-398 in-store active interaction 316 in-store experience 128-129, 132, 371-372 in-store technology 137, 144, 151 Integrated Consumer Perceived Value (ICPV) 12 integrated marketing communication 352-353, 369 intrinsic properties 343-344, 346 K kinetic variables 260, 264 knowledge transfer 373, 383 F L fashion retailing 280, 282, 289, 295 folksonomy 450, 469 food retailing 275-276, 279-283, 285, 288-290, 295 forest canopy 152-153, 158, 163, 167 landscape preference 157, 159, 172 life cycle theory 113, 115, 119, 126 retail format 113, 126 587 Index life satisfaction 27-30, 33, 35-36, 44 lookism 275-279, 282, 285, 288, 290-291, 295-296 M managerial literature 173-174, 180 Marketing1.0 219, 223-224, 233-234 Marketing2.0 205, 219, 224-225, 233 Marketing3.0 219-220, 223, 226-228, 230-231, 233-234 marketing channels 7, 9, 201, 384-385, 387, 397 marketing environment 5-9, 12 marketing evolution 203-205, 223 marketing managers 61, 64, 454 marketing strategy 108, 110, 126, 224, 228, 230, 426-427, 438, 502 market orientation 450, 456, 461 market power 118, 452, 461, 463 materialism 29, 34, 36-37, 44 memorable brand experience 26 merchandising 199, 209, 241, 258-259, 261, 274, 297-298, 302, 307, 384-385, 388, 393, 403 metro nature services 172 Mobile Application (APP) 447 mobile commerce (m-commerce) 108-109, 117, 119-120, 126, 419, 443 multichannel integration 471-474, 476-480, 482484, 489 multichannel retailing 471-473, 476, 480, 483, 489 multichannel shoppers 474-475, 483, 489 N natural affinity 13, 15 nature atmospherics 172 negative correlation 483 nethnography 173-174, 195 O online community 195 online consumer 188-189, 433 online shopping 127, 129, 132, 135-136, 138, 141143, 151, 230, 259, 409, 412-413, 415-416, 428, 436, 449, 456, 461, 474, 476, 478-483 opportunistic tendencies 70, 73, 82 out-of-home consumption 173, 176, 188 P Paid, Owned and Earned Media (POEM) 447 panic mechanism 45, 47, 55, 68 588 patronage behavior 152, 160, 163 perceived risk 53, 70, 73-74, 77-78, 82, 85, 89, 374, 405, 407, 411, 474 perceived value 1-2, 5-9, 12, 18, 89, 208, 237, 386, 388, 395, 398, 403 philanthropy 322-323, 327, 330, 354, 357-358, 360363, 369 pop-up stores 108-110, 117-120, 126 prejudice 275-279, 281-283, 285, 288, 290, 292, 295-296 Premium Private Label (PPL) 86 privacy concern 412-413, 419, 425 psychological factors 46-47, 55, 57, 59, 64, 266 push-pull effect 490, 496, 508 Q qualitative research 128, 144, 173, 181, 187, 189, 195 quality-price balance 48 R relational components 71-72, 82 relational service quality 316-317 retail accordion theory 112, 126 retail change 449, 469 retailer brand equity 388, 395-396, 403 retailer-consumer relationship 86-88, 97, 153, 198, 206-207, 210-211, 304, 318-320, 323 retailer-NPO partnerships 318-320, 322, 324-325, 327-331, 335 retailer product and service quality 403 retailer’s product 109, 126 retailer/store personality 19 retailer/store user imagery (patrons' image) 26 retail format 108-111, 113, 117, 119, 126, 450, 457, 459, 462, 469 retailing 18, 27-28, 87, 90, 92-93, 108, 112-113, 115, 117-118, 121, 126-128, 130-131, 136-137, 143-144, 174, 179, 197-203, 205-209, 211, 239-240, 248, 275-276, 279-283, 285, 288-290, 295-296, 299, 308, 321, 330, 336, 338, 342, 351, 364, 372, 374, 384-386, 389, 397, 403, 405, 418-419, 426-429, 431, 449, 452-453, 462-463, 471-484, 489 retail innovativeness 384-389, 393-394, 396-398, 403 Retail Internationalization (RI) 319, 335 retail service marketing 197, 199, 206, 211, 218 retail store design 317 Index risk aversion 56-59, 64, 69 recession context 68 risk perception 56-60, 63-64, 68-69 recession context 69 S sales environment 297-298, 300, 305-306, 308, 317 secure and appealing store surveillance 317 security management 443 security solutions 299-300, 317 self-disclosure theories 405-406 self-expressiveness in shopping 44 self-service technologies 372, 385-387, 393-394, 405 seller skills 383 sensorial marketing 258-259, 268-269, 274 sensorial variables 258-260, 269, 274 Service-Dominant Logic (SDL) 197-198 service encounter 127-128, 132-133, 137, 140, 143144, 151 service marketing 197, 199-203, 206, 211, 218, 300, 302 Service Science Management Engineering and Design (Service Science) 197, 200, 205, 218 service structure 112, 126, 202, 218 service system 202, 207, 209-210, 212, 218 sexism 275-279, 281-282, 285, 288, 290-291, 295296 shoplifting prevention 302, 317 shoppers’ perceptions 299-300, 304, 308 shopping experience 2, 19, 31, 37, 74, 130-131, 139-140, 142-144, 167, 239-240, 244, 249-250, 297-298, 300, 304-305, 308-309, 316, 320-321, 324, 341, 346, 378, 387, 398, 431, 451, 458, 462 shopping ill-being 28-29, 31, 33-37, 44 shopping well-being 27-33, 35-37, 44 slow food 336-345, 350 Small and Medium Enterprises (SME) 491, 501, 508 social currency 428, 448 social gamification 448 social interaction 26, 29, 131, 242, 259 social media 195, 220, 222, 236-237, 318, 323-324, 393-394, 398, 426-428, 430-431, 433-441, 443, 448, 451-452, 470, 501 Social Media Policy (SMP) 435 social movement 336-339, 342-344, 346, 350 Social Networking Sites (SNSs) 426-427, 429 social value 3-4, 12 socio-economic situation 354, 359 SoLoMo 432, 448 SOR Model 258, 267, 274 spatial retail environment 296 spending allocation 46-48, 50, 61, 64, 68 store atmosphere 31, 36, 179-180, 184, 189, 195, 239-242, 245-251, 257, 300, 302, 398 store customer 85 store’s attractiveness 297-298, 300 store security personnel 317 store security solutions 317 store shopping 489 store surveillance 297-302, 305, 308-309, 317 Structural Equation Modeling (SEM) 93, 105 Supply Chain Management (SCM) 493 surveillance systems 302, 304, 308 T technological advancement 120, 384-385, 389, 391, 397 technological development 220, 224 technological solutions 306-307 technology management 383 theoretical context 197, 211 third wave coffee 181, 183, 186-188, 195 U uncertainty associated to recession 69 urban forest 152-154, 158, 163-168, 172 utilitarian value 3, 7, 12, 246, 251 V value co creation 218 Vasquez-Alonso (A-V) Approach 85 vendor’s suggestions 375, 378 Viable Systems Approach (vSa) 198, 218 visual variables 260 W Web2.0 426-427, 429, 434, 438, 448 wheel of retailing theory 112-113, 115, 126 589 ... Self-Congruity, and Retailer- Consumer Relationships: A Literature Review,” Isabella Maggioni examines consumer- brand identification as an antecedent of the retailer- consumer relationship Consumers show positive... proposes a literature review of previous research on the role of consumer s self-concept in the development of retailer- customer relationships Focusing on identity-based consumer behaviour, the chapter... list of additional titles in this series, please visit: www.igi-global.com Handbook of Research on Retailer- Consumer Relationship Development Fabio Musso (University of Urbino, Department of Economics,