Perceived retailer innovativeness and its impact on customer engagement behavior in smart retailing

Kan Jiang (), Junyuan Zheng, Meilian Qin and Shaohua Luo
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Kan Jiang: Guangxi University
Junyuan Zheng: Guangxi University
Meilian Qin: Guangxi University
Shaohua Luo: Guangxi University

Service Business, 2024, vol. 18, issue 2, No 4, 255-285

Abstract: Abstract Retailers are constantly innovating to gain competitive advantages in smart retailing. As the final judges of innovations, how customers perceive innovations is critical. This study redefined perceived retailer innovativeness (PRI) and proposed its three dimensions (i.e., solution innovativeness, experience innovativeness, and meaning innovativeness). Besides, we explored the relationship between PRI and customer engagement behavior (CEB) in smart retailing based on the self-determination theory. Empirical results (n = 428) clarified the positive associations of the three dimensions on self-determined satisfaction of customers, which further positively relates to CEB. These findings provide new perspectives for retailers to design innovation strategies.

Keywords: Perceived retailer innovativeness; Self-determined satisfaction; Customer engagement behaviour; Smart retailing; Retail innovation (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1007/s11628-024-00560-4

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