The effects of retail apps on shopping well-being and loyalty intention: A matter of competence more than autonomy

Flacandji, Michaël, Mariana Vlad and Renaud Lunardo

Journal of Retailing and Consumer Services, 2024, vol. 78, issue C

Abstract: The literature on retail apps has overlooked i/their potential impact on shopping well-being, ii/the underlying mechanisms for this effect, and iii/how such shopping well-being can trigger loyalty in an omnichannel context. To fill this gap, we mobilize the self-determination theory and, in a first study, show that using a retail app does not increase consumers’ sense of autonomy, but does increase that of competence, thereby enhancing their shopping well-being and loyalty intention. Using an experimental design, a second study replicates these findings and shows that the sense of competence triggered by app customization leads to greater shopping well-being among people with low technology expertise.

Keywords: Retail app; Self-determination theory; Shopping well-being; Competence; Autonomy; Customization; Technology expertise (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:78:y:2024:i:c:s0969698924000584

DOI: 10.1016/j.jretconser.2024.103762

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