The Net Promotor Score (NPS) is one of the most well-known metrics for measuring customer loyalty. Originally designed by Reichheld (2003), the measure asks participants to rate their likelihood to recommend the brand on a scale of 0-10, after which respondents are placed into a ‘detractors’ group, ‘passive’ group or ‘promotors’ group. While the measure has attracted much attention due to its simplicity and ease of use, there has equally been much criticism of its reliability, nomological validity and how it is connected to business outcomes. Therefore, the current study aims to understand whether the NPS can be used to identify brand advocacy, and secondly, does the NPS work in a care-based, low switching service context. The study included three unique contexts: at home care, residential care and disability care. In total, there were 611 participants, all of which were based in Australia. A questionnaire was developed and administered to each group and included both quantitative and qualitative questions to understand the consumer experience. The findings supported NPS as an effective metric in a care-based, low-switching context for identifying positive customer advocacy. The implication is that the NPS can be used to track organizational performance; and the extended NPS allows organizations to understand and encourage (address) positive (negative) advocacy. In addition, suggestions for an ‘earned advocacy score’ were provided which may offer a more effective way of understanding consumer experience, while providing clearer, more detailed and more actionable data. The current study provides much needed insight for brand and care organizations to understand how the NPS might be used effectively to facilitate better brand outcomes.

The main objective of the study is to investigate multichannel consumer choices between supermarkets and convenience stores when consumers buy products in the beverage category. The methodology involves both questionnaire surveys through fieldwork and purchase history data in Japan.

The current paper aims to understand green behavior from the perspective of Gen Z, the emerging consumers of a new tech-savvy world, driven by social media. We offer a novel definition of green behavior via the lens of consumer activism in the context of social media, the basis for purchase decision-making by Gen Z. Undertaking a review of extant literature, we also identify a conceptual model for green behavior as a form of consumer activism in social media. We identify perceived environmental transgression as a precursor to green behavior. We also study the less-studied moderators of green stigma and green skepticism, which are important both in the context of Gen Z as well as social media.

Genderless fashion is a trend that involves clothing and accessories designed for anyone, regardless of gender identity, and may blur traditional gender boundaries by incorporating elements associated with men's or women's clothing. The trend is driven by changing attitudes towards gender, increasing awareness and acceptance of gender fluidity and non-binary identities, and a desire for more inclusive ways of expressing gender through fashion. Empirical evidence on how genderless or gender-neutral marketing efforts affect consumer response is limited. Our experimental study contributes to this literature by analyzing the role of clothing gender labels and consumer gender on purchase intention of clothing.

E-commerce has seen significant growth since the outbreak of the COVID-19 pandemic. This has led to changes in consumer preferences and increased pressure on companies to develop effective e-commerce and social media capabilities to retain customers. This study examines the impact of these capabilities on customer retention and firm performance by collecting quantitative data from 160 small U.S. e-commerce companies in the fashion industry. The study finds that customer retention positively relates to firm performance and that factors, including cross-device shopping, payment methods, page speed, standard delivery time, Pinterest activity, and Instagram activity, significantly impact customer retention. The study suggests strategies for companies to remain competitive in the dynamic e-commerce landscape.

The main objective of this research is to investigate the impact of brand image fit on consumer’s perceived luxury, perceived symbolic value, perceived authenticity, and perceived novelty towards fashion brand collaboration. This study uses a qualitative approach to test the research hypotheses. The contribution of this study is twofold: (1) it conceptually advances Congruity Theory and Spillover effect into the area of brand collaboration within a fashion domain; (2) it provides insights into the efficacy of each consumer-related factors which can be used in the development of sound collaboration strategies, in addition to branding and pricing strategies of new fashion brand collaborations.

Following a series of major breakthroughs in artificial intelligence (AI) technology, it is believed that the use of AI technology can fundamentally subvert many industries and business fields, one of which is marketing. For instance, AI is likely to become a key driver of how advertising and marketing activities are conducted (Qin and Jiang, 2019) and thus dramatically change marketing strategies and customer behaviors (Davenport et al., 2020).

The use of AI chatbots in frontline customer service is beneficial as it can provide quick service responses, cost-saving on human employees and accelerate customers’ decision-making process. However, implementing chatbots can be a double-edged sword. On the one hand, companies benefit from the use of chatbots. On the other hand, it may hurt customer experience as customers perceive chatbots are less trustworthy and show less social presence. Service failures today have become more unpredictable with the increasing complexity of social environments. Aligning with the trends of online customer service, customers are most likely to encounter a chatbot when seeking online customer service to solve service failures. With most of the previous literature investigating customers’ perceptions of chatbots and chatbot-related service failures, little research has focused on the area where chatbots as service recovery agents and how customers perceive the use of chatbots handling their service requests after service failures.

The proliferation of service robots has led to a growing concern about the impact of these technological advancements on privacy. Despite the development, quantitative research on the influence mechanism of privacy concerns on service robot adoption intentions is still limited. This research explores the influencing mechanism and boundary conditions of the interaction effect between customer privacy concerns and service type on customers’ service robot adoption intentions.

One of the main challenges brands face nowadays is the ability to provide a real-life experience through online platforms. The aim of this study is to analyze an AR try-on app versus a website, considering consumers self-concept and testimonials. To this end, an online survey was conducted, in which respondents were exposed to two of four scenarios: AR APP or website experience, and positive versus negative reviews presence. Our findings indicate that ideal self-congruence impacts both, purchase intention and confidence. The present study positively contributes to the AR and self-concept literature, while opening new avenues of research for both academics and practitioners.

Technologies such as Artificial Intelligence (AI) or Robotics are emerging as a new way of improving services, readjusting and impacting all business industries and relationships among people (Loureiro et al., 2021; Makridakis, 2017; Mingotto et al., 2020). The hospitality industry is no exception to this (Mingotto et al., 2020) since a quick growth in the use of robots and AI in this industry has been seen, registering a turnover of 249 million U.S. dollars (International Federation of Robots, 2021). This demonstrates that these technologies have a huge potential to grow, being relevant to deeply study them. Since very few of the existing studies highlight the robot-human interactions, further studies on the enhancement of human well-being through transhumanistic technologies, close relationship marketing capabilities, and the evolution of the engagement process between humans and AI-enabled machines are needed (Loureiro et al., 2021). To address the existing gaps and consider Susan Fournier’s (1998) study on customer-brand relationships, the main goal of this study is to find support for this researcher by associating customer-brand relationship studies with a customer-robot relationship. It also aims to understand individuals’ attitudes towards different types of social robots and the relationship process between social robots and humans, in the hospitality industry, and the influence of identification in the creation of attachment, connection, and commitment. The possible contributions of the customer-robot emotional relationship on customers’ feelings of wellness were also studied.

Religious tourism is one of the most important touristic segments globally. Yet, the cognitive and emotional processes shaping destination loyalty in this context, and the impacts of Augmented Reality (AR) technology were not fully investigated. This study takes a unique approach to examine how awe influences recommendation and revisiting intentions through the mediation of rational (e.g., authenticity) and affective (e.g., emotional) mechanisms. Furthermore, our research unveils the role of AR for reinforcing the future intentions of tourists towards a religious site.

The capability for Artificial Intelligence in the beauty industry is enormous, as customers are demanding increasingly customized offers that only these strategies can offer. However, there is still a scarcity of empirical research on customer experiences enabled by AI, which highlights this research's relevance, which we intend to bridge.

The focus of this research is on midlife women. Middle age is a pivotal period in one’s life course in terms of finding a new or renewed purpose in life, addressing the excesses of youth, reducing work and life stress, and where establishing favorable conditions in early midlife are associated with good health and well-being later in life. Defined as the period between the ages of 45 and 65, midlife is characterised as a time of significant transition and represents 24.6% of the Australian population. Increasing life expectancy has demanded shifting roles and responsibilities for midlife adults especially so for women who tend to have longer life spans and face greater exposure to risk factors such as adverse life events. As midlife women navigate multiple roles and transition though cycles of physical and emotional stress, they have less time for themself, procrastinate through delaying or putting off health related behaviours and experience higher rates of burnout. Understanding how these factors impact on overall psychological wellbeing becomes ever more critical.

A consumer psychologist observes someone make a choice between chocolate cake and fruit salad, a classic measure of self-control (Shiv & Fedorikhin, 1999). Since the cake is relatively tastier but unhealthier (i.e., a vice; Wertenbroch, 1998), a choice of cake is interpreted as a lack of self-control, whereas a choice of fruit salad (a virtue) is viewed as successful self-control. The simplicity and intuitive appeal of this heuristic has led it to be widely adopted by consumer psychologists. However, a comprehensive understanding of the operation of self-control requires food consumption to be analyzed as a two-stage process: choice followed by intake quantity (Wansink & Chandon, 2014). Self-control processes may be relevant to both stages of a decision of what to eat (choice stage) and a decision of how much to eat the chosen option (quantity stage)—they may influence both choice and quantity. Examining the role of self-control in terms of post-choice quantity control is critical since over-consumption of calories is the single most significant contributor to obesity (Livingston & Zylke, 2012). The overconsumption problem is not an exclusive matter of vice foods. Eating virtuous foods can result in excessive calorie intake and thus consumers need to control the intake of virtues as well as vices.

For men, there is increasing recognition that middle age (45-70) is significantly underrepresented in health promotion policies designed to improve their health and wellbeing. Middle age or midlife is a pivotal period in one’s life course in terms of finding a new or renewed purpose in life, addressing the excesses of youth, reducing work and home stress, and setting up behavioural patterns that influence positive and healthy aging. From a men’s health perspective, a more nuanced social marketing approach is needed to influence men to be more proactive regarding their health behaviours. Moreover, With the rapid development of digital health today, the lack of ehealth or digital health literacy in men is an urgent problem to address to help foster health and wellbeing.

Online shopping has grown exponentially in the last decade, benefiting both consumers and companies. Among several advantages, online shopping lets consumers compare values and prices from different stores on multiple mobile devices in real time. In addition, for young people, it is a way of expressing their identity and independence.

This study examined the combined effects of scarcity appeals and time remaining from the travel date on attitudes toward advertising and purchase intention. The results lead to a rationale for disparate advertising strategies of scarcity appeals considering the temporal distance of a consumer's hotel booking.

The following is not a conversation with a bank clerk. " Instead, let me introduce you to customized credit loans," "Do you want me to connect you to the screen of using COVID-19 support funds and checking balance?" These are the contents of consultations with AI chatbots at financial institutions. Chatbot, which used to be an additional tool for adding convenience to life, is now at the center of our lives.

Even though Mod is a cutting-edge business model that benefits a variety of multi-sided market participants, empirical research on Mod, the value co-creation activity of game users and game developers, is hard to come by. This study intends to look into how the combination of the Mod and the IP from the prior game affects user engagement. An experiment was carried out with Korean university students to examine the hypotheses. User engagement was found to increase with the use of the Mod and the IP from the previous games. On the other side, it was discovered that the impact of mod games on user engagement did not differ significantly from non-mod games when the previous game's IP was absent. The study's findings help establish the framework for afterwards empirical research by showing the effect of mod on user engagement.