Title: Factors influencing customers' shopping and word-of-mouth intentions in smart stores

Authors: Ching-Fen Wu; Ping-Yu Hsu; Yu-Wei Chang; Jiahe Chen; Ni Xu

Addresses: Department of Business Administration, National Central University, No. 300, Zhongda Rd., Zhongli District, Taoyuan City 320317, Taiwan ' Department of Business Administration, National Central University, No. 300, Zhongda Rd., Zhongli District, Taoyuan City 320317, Taiwan ' Department of Business Management, National Taichung University of Science and Technology, No. 129, Sec. 3,Sanmin Rd., North Dist., Taichung City 404, Taiwan ' School of Business, Western Sydney University, Locked Bag 1797, Penrith, NSW 2751, Australia ' Department of Business Administration, National Central University, No. 300, Zhongda Rd., Zhongli District, Taoyuan City 320317, Taiwan

Abstract: Smart stores integrated with internet of things (IoT) devices to facilitate shopping are rapidly expanding worldwide. However, although the phenomenon offers fascinating novelty, some stores are being shut down in China. Previous studies on smart stores have focused on issues related to IoT devices and technology. The objective of this study is to better understand the factors that attract customers to shop at smart stores. Firstly, the current study is to adopt the stimulus-organism-response framework and new situational variables to study the effect of IoT-enabled shopping processes on shopping values. And the shopping values further trigger shopping intention and word-of-mouth intention. We observed that all hypotheses were supported by the study results, except for store location and product quality with utilitarian value. The study findings can serve as a reference for retail management personnel in enhancing store features to promote customer repurchase intentions.

Keywords: smart store; stimulus-organism-response; SOR; situational influences; behavioural intention; word of mouth; WOM.

DOI: 10.1504/IJMC.2023.133227

International Journal of Mobile Communications, 2023 Vol.22 No.3, pp.367 - 384

Received: 04 May 2021
Accepted: 24 Oct 2021
Published online: 01 Sep 2023 *

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