IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-03156195.html
   My bibliography  Save this paper

Smartphone use during shopping and store loyalty: The role of social influence

Author

Listed:
  • Isabelle Collin-Lachaud

    (Université de Lille, LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille)

  • Mbaye Fall Diallo

    (LUMEN - Lille University Management Lab - ULR 4999 - Université de Lille)

Abstract

Purpose-Smartphone use within stores is increasingly popular among customers. This research seeks to investigate how in-store mobile use affects store loyalty directly or indirectly via the mediation of store value and whether social influence moderates such relationships. Design/ Methodology-Based on a sample of 862 actual customers from a market research company panel, we used structural equation modeling to test a series of research hypotheses. Findings-The results show a positive but weak effect of in-store smartphone use on loyalty. This effect is significantly mediated by the store's hedonic and symbolic value dimensions, but not by its utilitarian value. This research also uncovers significant moderation effects of social influence on the relationships investigated. The effect of in-store smartphone use on store loyalty is stronger when social influence is lower. However, the effects of hedonic and symbolic store value are stronger when social influence is higher. Research limitations-This research is carried out in one country (France). It focuses on social influence through in-store mobile phone use; it would also be useful to consider physical social influence. Practical implications-Retailers should position their stores on specific value dimensions and use social influence appropriately to improve loyalty. For instance, utilitarian value should be offered to customers with low social influence. To prevent negative social 1 influence, retailers could develop "controlled" social influence through their own private mobile app to favor interaction. Originality/value-This research underlines the critical role of store value and social influence on the relationships between in-store smartphone use and store loyalty. It shows that the effects of value dimensions (utilitarian, hedonic and symbolic) on loyalty differ depending on social influence level.

Suggested Citation

  • Isabelle Collin-Lachaud & Mbaye Fall Diallo, 2021. "Smartphone use during shopping and store loyalty: The role of social influence," Post-Print hal-03156195, HAL.
    • Handle: RePEc:hal:journl:hal-03156195
    DOI: 10.1108/IJRDM-03-2020-0109
    Note: View the original document on HAL open archive server: https://hal.science/hal-03156195
    as

    Download full text from publisher

    File URL: https://hal.science/hal-03156195/document
    Download Restriction: no
    File URL: https://libkey.io/10.1108/IJRDM-03-2020-0109?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Jennifer J. Argo & Darren W. Dahl & Rajesh V. Manchanda, 2005. "The Influence of a Mere Social Presence in a Retail Context," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 32(2), pages 207-212, September.
    2. de Kerviler, Gwarlann & Demoulin, Nathalie T.M. & Zidda, Pietro, 2016. "Adoption of in-store mobile payment: Are perceived risk and convenience the only drivers?," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 334-344.
    3. Silvia Bellini & Simone Aiolfi, 2017. "The Impact of Mobile Device Use on Shopper Behaviour in Store: An Empirical Research on Grocery Retailing," International Business Research, Canadian Center of Science and Education, vol. 10(4), pages 58-68, April.
    4. Valentina Kirova & Tan Vo-Thanh, 2019. "Smartphone use during the leisure theme park visit experience: The role of contextual factors," Post-Print hal-02545056, HAL.
    5. Jones, Michael A. & Reynolds, Kristy E. & Arnold, Mark J., 2006. "Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes," Journal of Business Research, Elsevier, vol. 59(9), pages 974-981, September.
    6. Verhoef, Peter C. & Stephen, Andrew T. & Kannan, P.K. & Luo, Xueming & Abhishek, Vibhanshu & Andrews, Michelle & Bart, Yakov & Datta, Hannes & Fong, Nathan & Hoffman, Donna L. & Hu, Mandy Mantian & No, 2017. "Consumer Connectivity in a Complex, Technology-enabled, and Mobile-oriented World with Smart Products," Journal of Interactive Marketing, Elsevier, vol. 40(C), pages 1-8.
    7. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    8. Haenlein, Michael, 2013. "Social interactions in customer churn decisions: The impact of relationship directionality," International Journal of Research in Marketing, Elsevier, vol. 30(3), pages 236-248.
    9. Daunt, Kate L. & Harris, Lloyd C., 2017. "Consumer showrooming: Value co-destruction," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 166-176.
    10. Konuk, Faruk Anıl, 2018. "The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 304-310.
    11. Purani, Keyoor & Kumar, Deepak S. & Sahadev, Sunil, 2019. "e-Loyalty among millennials: Personal characteristics and social influences," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 215-223.
    12. Francioni, Barbara & Savelli, Elisabetta & Cioppi, Marco, 2018. "Store satisfaction and store loyalty: The moderating role of store atmosphere," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 333-341.
    13. Jackson, Vanessa & Stoel, Leslie & Brantley, Aquia, 2011. "Mall attributes and shopping value: Differences by gender and generational cohort," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 1-9.
    14. Naresh K. Malhotra & Sung S. Kim & Ashutosh Patil, 2006. "Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research," Management Science, INFORMS, vol. 52(12), pages 1865-1883, December.
    15. Graciola, Ana Paula & De Toni, Deonir & Milan, Gabriel Sperandio & Eberle, Luciene, 2020. "Mediated-moderated effects: High and low store image, brand awareness, perceived value from mini and supermarkets retail stores," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    16. repec:dau:papers:123456789/1603 is not listed on IDEAS
    17. Mimouni-Chaabane, Aîda & Volle, Pierre, 2010. "Perceived benefits of loyalty programs: Scale development and implications for relational strategies," Journal of Business Research, Elsevier, vol. 63(1), pages 32-37, January.
    18. Mbaye Fall Diallo & Patricia Coutelle-Brillet & Arnaud Riviere & Stephan Zielke, 2015. "How Do Price Perceptions of Different Brand Types Affect Shopping Value and Store Loyalty?," Post-Print hal-01737679, HAL.
    19. Falk, Tomas & Kunz, Werner H. & Schepers, Jeroen J.L. & Mrozek, Alexander J., 2016. "How mobile payment influences the overall store price image," Journal of Business Research, Elsevier, vol. 69(7), pages 2417-2423.
    20. Davis, Lizhu & Hodges, Nancy, 2012. "Consumer shopping value: An investigation of shopping trip value, in-store shopping value and retail format," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 229-239.
    21. Grewal, Dhruv & Bart, Yakov & Spann, Martin & Zubcsek, Peter Pal, 2016. "Mobile Advertising: A Framework and Research Agenda," Journal of Interactive Marketing, Elsevier, vol. 34(C), pages 3-14.
    22. Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M., 2014. "Replicating, validating, and reducing the length of the consumer perceived value scale," Journal of Business Research, Elsevier, vol. 67(3), pages 260-267.
    23. Rokonuzzaman, Md & Harun, Ahasan & Al-Emran, Md & Prybutok, Victor R., 2020. "An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    24. Gwarlann de Kerviler & Nathalie Demoulin & Pietro Zidda, 2016. "Adoption of in-store mobile payment: Are perceived risk and convenience the only drivers?," Post-Print hal-01526066, HAL.
    25. Argo, Jennifer J. & Dahl, Darren W., 2020. "Social Influence in the Retail Context: A Contemporary Review of the Literature," Journal of Retailing, Elsevier, vol. 96(1), pages 25-39.
    26. Inman, J. Jeffrey & Nikolova, Hristina, 2017. "Shopper-Facing Retail Technology: A Retailer Adoption Decision Framework Incorporating Shopper Attitudes and Privacy Concerns," Journal of Retailing, Elsevier, vol. 93(1), pages 7-28.
    27. Kamran-Disfani, Omid & Mantrala, Murali K. & Izquierdo-Yusta, Alicia & Martínez-Ruiz, María Pilar, 2017. "The impact of retail store format on the satisfaction-loyalty link: An empirical investigation," Journal of Business Research, Elsevier, vol. 77(C), pages 14-22.
    28. Cindy Lombart & Didier Louis, 2012. "Consumer satisfaction and loyalty: Two main consequences of retailer personality," Post-Print hal-00956956, HAL.
    29. Lombart, Cindy & Louis, Didier, 2012. "Consumer satisfaction and loyalty: Two main consequences of retailer personality," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 644-652.
    30. van Heerde, Harald J. & Dinner, Isaac M. & Neslin, Scott A., 2019. "Engaging the unengaged customer: The value of a retailer mobile app," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 420-438.
    31. Yoo, Boonghee & Donthu, Naveen, 2001. "Developing and validating a multidimensional consumer-based brand equity scale," Journal of Business Research, Elsevier, vol. 52(1), pages 1-14, April.
    32. Kim, Youn-Kyung & Lee, Min-Young & Park, Soo-Hee, 2014. "Shopping value orientation: Conceptualization and measurement," Journal of Business Research, Elsevier, vol. 67(1), pages 2884-2890.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Flacandji, Michaël & Vlad, Mariana & Lunardo, Renaud, 2024. "The effects of retail apps on shopping well-being and loyalty intention: A matter of competence more than autonomy," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pizzi, Gabriele & Scarpi, Daniele, 2020. "Privacy threats with retail technologies: A consumer perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    2. Lee, Jaeha & Park, Kwangsoo, 2024. "The effects of hedonic shopping values on loyalty towards small retailers: The moderating role of trust," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    3. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
    4. Shahzad Khalil & Mirza Ameen ul Haq, 2022. "Enhancing Retail Brand Equity through Consumption Value: The Mediating Effect of Brand Experience," iRASD Journal of Management, International Research Alliance for Sustainable Development (iRASD), vol. 4(1), pages 114-126, March.
    5. Huré, Elodie & Picot-Coupey, Karine & Ackermann, Claire-Lise, 2017. "Understanding omni-channel shopping value: A mixed-method study," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 314-330.
    6. Terblanche, Nic S. & Kidd, Martin, 2021. "Exploring an in-store customer journey for customers shopping for outdoor apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Ben Mimoun, Mohammed Slim & Poncin, Ingrid, 2015. "A valued agent: How ECAs affect website customers' satisfaction and behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 70-82.
    8. Atulkar, Sunil & Kesari, Bikrant, 2017. "Satisfaction, loyalty and repatronage intentions: Role of hedonic shopping values," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 23-34.
    9. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    10. Rokonuzzaman, Md & Harun, Ahasan & Al-Emran, Md & Prybutok, Victor R., 2020. "An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    11. El-Adly, Mohammed Ismail & Eid, Riyad, 2016. "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 217-227.
    12. Park, JungKun & Ahn, Jiseon & Thavisay, Toulany & Ren, Tianbao, 2019. "Examining the role of anxiety and social influence in multi-benefits of mobile payment service," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 140-149.
    13. Abhipsa Pal & Tejaswini Herath & Rahul De’ & H. Raghav Rao, 2021. "Is the Convenience Worth the Risk? An Investigation of Mobile Payment Usage," Information Systems Frontiers, Springer, vol. 23(4), pages 941-961, August.
    14. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    15. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    16. Shankar, Amit & Rishi, Bikramjit, 2020. "Convenience matter in mobile banking adoption intention?," Australasian marketing journal, Elsevier, vol. 28(4), pages 273-285.
    17. Fernando Oliveira Santini & Wagner Junior Ladeira & Claudio Hoffmann Sampaio & Diego Costa Pinto, 2018. "The brand experience extended model: a meta-analysis," Journal of Brand Management, Palgrave Macmillan, vol. 25(6), pages 519-535, November.
    18. Henkens, Bieke & Verleye, Katrien & Larivière, Bart, 2021. "The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems," International Journal of Research in Marketing, Elsevier, vol. 38(2), pages 425-447.
    19. Mencarelli, Rémi & Lombart, Cindy, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 12-21.
    20. Slaton, Kelcie & Testa, Danielle & Bakhshian, Sonia & Fiore, Ann Marie, 2020. "The small, inventory free retail format: The impact on consumer-based brand equity and purchase behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).

    More about this item

    Keywords

    in-store smartphone use; mobile; store loyalty; store value; social influence;
    All these keywords.

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-03156195. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.