Hatice Kizgin

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.

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.

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. Keywords Mobile shopping Weight analysis Continuous intention

Purpose: While it is essential to further research the growing diversity in western metropolitan cities, little is currently known about how the members of various ethnic communities acculturate to multicultural societies. The purpose of this paper is to explore immigrants’ cosmopolitanism and acculturation strategies through an analysis of the food consumption behaviour of ethnic consumers in multicultural London. Design/methodology/approach: The study was set within the socio-cultural context of London. A number of qualitative methods such as in-depth interviews, observation and photographs were used to assess consumers’ acculturation strategies in a multicultural environment and how that is influenced by consumer cosmopolitanism. Findings: Ethnic consumers’ food consumption behaviour reflects their acculturation strategies, which can be classified into four groups: rebellion, rarefaction, resonance and refrainment. This classification demonstrates ethnic consumers’ multi-directional acculturation strategies, which are also determined by their level of cosmopolitanism. Research limitations/implications: The taxonomy presented in this paper advances current acculturation scholarship by suggesting a multi-directional model for acculturation strategies as opposed to the existing uni-directional and bi-directional perspectives and explicates the role of consumer cosmopolitanism in consumer acculturation. The paper did not engage host communities and there is hence a need for future research on how and to what extent host communities are acculturated to the multicultural environment. Practical implications: The findings have direct implications for the choice of standardisation vs adaptation as a marketing strategy within multicultural cities. Whilst the rebellion group are more likely to respond to standardisation, increasing adaptation of goods and service can ideally target members of the resistance and resonance groups and more fusion products should be exclusively earmarked for the resonance group. Originality/value: The paper makes original contribution by introducing a multi-directional perspective to acculturation by delineating four-group taxonomy (rebellion, rarefaction, resonance and refrainment). This paper also presents a dynamic model that captures how consumer cosmopolitanism impinges upon the process and outcome of multi-directional acculturation strategies.