With rapid advances in digital technology, online grocery shopping has become an increasingly important retail channel. It offers consumers high convenience, time savings, and flexible access to everyday products. However, as adoption grows, sustaining long-term engagement remains a challenge, as many shoppers discontinue use after initial trials. This highlights the need for a deeper understanding of the service attributes that drive satisfaction, trust, and repurchase intentions. While prior research in online retail has established a general link between e-service quality and customer satisfaction, findings in the online grocery context remain fragmented and inconsistent, particularly regarding which service attributes are most influential. To address this gap, this study conducts a systematic literature review and weight analysis of 40 quantitative studies on online grocery shopping. Building on this approach, the study identifies and evaluates service-related attributes across three overarching categories: (i) retailer-controlled service attributes (e.g., website design, fulfillment, customer service, security/privacy, and trust), (ii) non-retailer-controlled factors (e.g., customer-related, situational, and competitor-related influences), and (iii) perceived risk-related factors. Together, these categories form a holistic framework of 49 attributes that shape customer satisfaction and repurchase behavior in OGS. The findings contribute to the literature by providing a structured and evidence-based assessment of service attributes, clarifying their relative importance and offering a more comprehensive understanding of how different dimensions of e-service quality influence consumer responses in the online grocery context.

The digital transformation of grocery retail is reshaping consumer behavior and operational strategies through online platforms, immersive technologies, and virtual marketplaces. This study critically reviews academic literature on grocery shopping across digitalized channels to identify key themes, research trends, and knowledge gaps. 166 Web of Science-indexed publications were analyzed. In response to recent calls, the study adopts a multi-method approach combining (1) bibliometric analysis, and (2) qualitative thematic analysis. This study is among the first systematic literature review studies in digitalized grocery shopping areas to integrate the scientific procedures and rationales for systematic literature reviews (SPAR-4-SLR) protocol with the antecedents-decisions-outcomes- theory-context-method (ADO-TCM) framework. Findings are structured using the ADO-TCM framework, around antecedents, decisions, outcomes, and associated theories, contexts, and methods. The review identifies 10 major themes and 29 subthemes across four domains: online, omnichannel, virtual/AR-based, and Metaverse-based grocery shopping. The study provides a comprehensive synthesis of the field and highlights the need for more interdisciplinary, theory-driven, and methodologically plural research, while proposing 10 future research directions.

PurposeThis paper aims to investigate the impact of online identity orientation and online friendship homophily on online socializing, online information search and ethnic guests' hospitality experiences.Design/methodology/approachThe study uses structural equation modeling to test a conceptual model developed after reviewing hospitality literature. Data is collected from a sample of 514 Turkish-Dutch ethnic guests living in the Netherlands using a self-administered questionnaire.FindingsThe results show that online identity orientations aligned with minority and majority cultures impact online friendship homophily and online socializing, which subsequently impact online information search and hospitality experiences of ethnic guests.Practical implicationsOn the whole, ethnic communities have considerable spending power. The findings point to heritage and mainstream cultural socialization accounting for travel and hospitality experiences within an ethnic minority group. The findings supply relevant information for hospitality sectors on services to endorse or promote to guests from ethnic communities.Originality/valueThe study examines the simultaneous effects of online identity orientations and online friendship homophily on online socialization and hospitality experiences of ethnic guests. It highlights the role of culture in explaining the use of social networking sites and its potential impact on hospitality-related behaviors and experiences of ethnic guest consumers.

The introduction of machine learning (ML), as the engine of many artificial intelligence (AI)-enabled systems in organizations, comes with the claim that ML models provide automated decisions or help domain experts improve their decision-making. Such a claim gives rise to the need to keep domain experts in the loop. Hence, data scientists, as those who develop ML models and infuse them with human intelligence during ML development, interact with various ML stakeholders and reflect their views within ML models. This interaction comes with (often conflicting) demands from various ML stakeholders and potential tensions. Building on the theories of effective use and wise reasoning, this mixed method study proposes a model to better understand how data scientists can use wisdom for managing these tensions when they develop ML models. In Study 1, through interviewing 41 analytics and ML experts, we investigate the dimensions of wise reasoning in the context of ML development. In Study 2, we test the overall model using a sample of 249 data scientists. Our results confirm that to develop effective ML models, data scientists need to not only use ML systems effectively, but also practice wise reasoning in their interactions with domain experts. We discuss the implications of these findings for research and practice.

Purpose This paper aims to explore the overall research question “How can artificial intelligence (AI) influence consumer information disclosure?”. It considers how anthropomorphism of AI, personalisation and privacy concerns influence consumers’ attitudes and encourage disclosure of their private information. Design/methodology/approach This research draws upon the personalisation-privacy paradox (PPP) and privacy calculus theory (PCT) to address the research question and examine how AI can influence consumer information disclosure. It is proposed that anthropomorphism of AI and personalisation positively influence consumer attitudes and intentions to disclose personal information to a digital assistant, while privacy concerns negatively affect attitude and information disclosure. Findings This paper develops a conceptual model based on and presents seven research propositions (RPs) for future research. Originality/value Building upon PPP and PCT, this paper presents a view on the benefits and drawbacks of AI from a consumer perspective. This paper contributes to literature by critically reflecting upon on the question how consumer information disclosure is influenced by AI. In addition, seven RPs and future research areas are outlined in relation to privacy and consumer information disclosure in relation to AI.

A platform is a business model that allows business-to-business (B2B) participants to connect, interacts, create and exchange value. B2B exploits social media for brand building and branding is vulnerable to attacks, which leads to a brand crisis. B2B should characterise such crisis and respond proportionally to avert damage to social listening (SL). To diminish damages, the solution is to measure customer experience (CX), especially in a crisis situation. The study proposes an analytics-enabled customer experience (AeCX) platform for emotion detection in social media and measures CX after recovering from such crisis, by exploring recovery time objective (RTO), recovery point objective (RPO), techno-business features (TBF), SL and perceived risk (PR). A quantitative research methodology is used on primary data collected from 302 B2B participants. The study reveals improvement in CX and the results provide evidence that social media channels and the TBF of AeCX have become important.

Governments are increasingly employing artificial intelligence (AI) enabled services though this is still a relatively new concept that is in nascent stages of implementation. Despite growing emphasis by governments on employing AI-enabled services, many citizens are skeptical of their benefits; this makes an analysis of AI-enabled services an important area of research, especially from the perspective of citizens. This paper employs IT assimilation theory and public value theory to develop a theoretical model that examines whether the introduction of AI-enabled services would generate public value for citizens in India. The model employs the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique to examine how risk factors impact the uptake of AI-enabled services in India. Based on 315 interviews conducted in India, the study highlights that the breadth and depth assimilation of AI-enabled services positively impacts and enhances the satisfaction of citizens, which in turn generates public value.

Customer relationship management (CRM) is a strategic approach to manage an organization’s interaction with current and potential customers. Artificial Intelligence (AI) can analyze huge volume of data without human intervention. The integration of AI with existing legacy CRM system in the business to customer (B2C) relationship makes sense given the massive potential for growth of AI integrated CRM system. Failure to plan AI-CRM technology implementation in an organization could lead some to success and others to failure. The Contingency theory states that it is not possible for organizations to take decisions without a contingency plan and the optimal course of action depends on the internal and external circumstances. The Dynamic Capability View theory emphasizes the organizational ability to react adequately in a timely manner to any external changes and combines multiple capabilities of the organization, including organizational CRM and AI capabilities. Against this background, the purpose of this study is to examine the success and failure of implementation of AI integrated CRM system in an organization from B2C perspective using Contingency theory and Dynamic Capability View theory. The study finds that information quality, system fit, and organizational fit significantly and positively impact the implementation of AI-CRM for B2C relationship management. Also, there is a moderating impact of technology turbulence on both acceptance and failure of AI-CRM capability in the organization.

Advancements in Artificial Intelligence (AI) such as digital assistants and conversational agents are being adopted fast and wide across consumer industries such as e-commerce, where they act as frontline service agents and interact with customers in service encounters. It is suggested that technology is no longer only the mediator of communication between customers and a company but has potential to become the “other’’ with whom customers interact. Based on this idea, this research adopts Social Response Theory to measure the effects of anthropomorphism of AI, para-social interaction with AI and personalization on perceived social presence of the customer experience, customer loyalty and intentions to engage in eWOM. An online survey with a sample of online consumers, who have previously engaged with a form of AI-technology, is conducted. Quantitative analysis of the data through CFA and SEM shows that perceived social presence has a strong effect on both customer intentions to engage in eWOM and customer loyalty. Further, social presence serves as a mediator for the relationship between an anthropomorphism of AI and para-social interaction with AI on eWOM intentions and customer loyalty. A discussion of these findings and implications concludes this paper.

Cognitive computing is ushering in the fourth industrial revolution through its promises of improved accuracy, scalability and personalisation. Therefore, business-to-business (B2B) organisations are wavering in the decision for adoption into their digital marketing initiatives. However, embracing moral rules and/or moral judgments in their digital marketing innovation can be challenging, since making mistakes could damage reputations. Therefore, this study applies the ethical principles of cognitive computing in B2B digital marketing business-centric ethical challenges. An integrated theoretical framework grounded on multidisciplinary studies is proposed. The primary data were collected from 300 respondents within B2B businesses. The results of this research led to the conclusion that good ethical practices are essential for the improvement of both organisational effectiveness and organisational reputation. Increased organisational reputation delivers a competitive edge in fast-growing marketplaces. B2B businesses need to look for proactive ways to achieve continuous improvement.

As far back as the industrial revolution, significant development in technical innovation has succeeded in transforming numerous manual tasks and processes that had been in existence for decades where humans had reached the limits of physical capacity. Artificial Intelligence (AI) offers this same transformative potential for the augmentation and potential replacement of human tasks and activities within a wide range of industrial, intellectual and social applications. The pace of change for this new AI technological age is staggering, with new breakthroughs in algorithmic machine learning and autonomous decision-making, engendering new opportunities for continued innovation. The impact of AI could be significant, with industries ranging from: finance, healthcare, manufacturing, retail, supply chain, logistics and utilities, all potentially disrupted by the onset of AI technologies. The study brings together the collective insight from a number of leading expert contributors to highlight the significant opportunities, realistic assessment of impact, challenges and potential research agenda posed by the rapid emergence of AI within a number of domains: business and management, government, public sector, and science and technology. This research offers significant and timely insight to AI technology and its impact on the future of industry and society in general, whilst recognising the societal and industrial influence on pace and direction of AI development.

This study explores how global and local forces influence the processes of consumer re-acculturation amongst third-generation British Sikhs in the United Kingdom (U.K.). Data is collected over a three-year period using multiple methods that focus on the experiential consumption of shaadi.com by third-generation British-born Sikhs. Data is analysed using thematic analysis, and findings reveal three transcultural identity patterns: accommodating, re-acculturating, and resisting Sikh culture. We argue that the emergent identity patterns are fluid, as our participants feel neither wholly British, wholly Sikh, nor wholly British-Sikh, positioning themselves beyond, rather than against, Sikh or British culture. We uncover the connectedness between the traditional cultural practices of arranged marriages and the space of shaadi.com, a matrimonial website. We interpret this website as a medium through which transcultural identities are constructed. We contribute to theory by showing the development of transcultural patterns of consumption and consistent transcultural identity construction in non-migrating ethnic communities.

Mobile phones have become an integral part of human lives with majority of people using them to access product and services for their day-to-day needs. However, mobile shopping adoption across the globe is not wide or fast as expected. In addition, the research is very scant in understanding various predictors of consumer adoption towards mobile shopping. The objective of this study is to identify most significant and non-significant predictors of consumer mobile shopping acceptance. Systematic review and weight analysis on 34 mobile shopping studies revealed researchers mostly employed TAM and UTAUT model as theoretical lens. This study found an interesting revelation that extrinsic motivation variables such as social influence and perceived usefulness determine consumer mobile shopping behavioral intention during early stages. However, in later stages intrinsic motivation variables such as satisfaction and trust play crucial role to emerge as best and promising predictor of consumer continuous intention respectively.

The aim of this research is to determine the extent of online and offline acculturation preferences affecting purchase intentions within a minority ethnic community. This study investigates the role of social media as an agent in terms of how it influences acculturation and consumption. It also investigates the moderating role of education level. The findings highlight the significance of investigating language and friendship orientations and subsequent acculturation preferences. Empirical results confirm the impact of language and friendship orientations on enculturation/acculturation, which in turn impact purchase intentions. The results suggest differences among three groups in terms of their education level. The study discusses contribution to theory and provides future research directions, while offering useful practical implications for marketers.

This special issue of the Journal of Retailing and Consumer Services aims to bring together a variety of disciplines and a scholarly community for the advancement of knowledge regarding practice and research related to digital and social media marketing. Accordingly, the special issue includes papers using a variety of theories, research methods, contexts, and conceptualizations to enrich our understanding of digital and social media marketing from consumer and practitioner perspectives. The thirteen articles accepted for inclusion in this special issue are summarised in this editorial introduction.

This paper systematically examines (i) how individual personality can influence on cultural acculturation which can impact on the higher level of perceived value in LGBTs, and (ii) how the higher level of perceived value towards social media can result in being more satisfied, (iii) consequently having a better working life at workplace and performance proficiency. The generated framework was validated through a survey from multinational corporations in multi-industries such as higher education (with more than two campuses around the world), global fashion, global retailing, tourism, hospitality, food, and electronics and information technology. Key results, implications for managers and researchers are highlighted.

This research examines the extent to which immigrant consumers' use of social networking sites affect their socialization and political engagement in the Netherlands. The study uses self-administered questionnaires to collect data from 514 Turkish-Dutch respondents of various ages, occupations, levels of education and locations in the Netherlands. The study finds that the propensity to share information, the intensity of use, and privacy concerns positively impact socialization on online social networking sites. In addition, a significant positive relationship between socialization and political involvement positively impacts voting intentions. The study also examines the interaction effects of enculturation and acculturation orientations on the relationship between socialization and political involvement. The study's findings point to a positive moderating role of acculturation in this relationship but a negative one for enculturation. The study is the first to investigate simultaneously the drivers of socialization on social networking sites in the context of immigrant consumers and the impact of their socialization on political involvement and voting intention. The research further contributes to the scholarly work by exploring the interaction effects of acculturation and enculturation orientation. Theoretical and practical implications are discussed.