Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic
Linköping University.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University.ORCID iD: 0000-0002-6589-8662
Linköping University.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-7006-9906
2022 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 67, article id 102962Article in journal (Refereed) Published
Abstract [en]

COVID-19 primarily spreads through close contact between humans and has affected retailing industries extremely hard. To manage the situation retailers have turned to service innovation to change their operations to make consumers feel safe while shopping. This research focuses on the role of service innovativeness in retailing firms during the COVID-19 pandemic through an empirical study of almost 6000 consumers of 28 retailing firms. The results suggested that retailers with high service innovativeness performed COVID-19 imposed innovations better to improve their relative attractiveness. For retailers with physical stores, changes to the servicescape and the offering were found to be the key antecedents of service innovativeness. The findings on COVID-19 imposed service innovations demonstrate the importance of service innovativeness in successfully changing retailing services to adjust to the restrictions from governments and safety needs of customers.

Place, publisher, year, edition, pages
Elsevier, 2022. Vol. 67, article id 102962
Keywords [en]
COVID-19, Retail, Service innovation, Service innovativeness, antecedent conditions, consumption behavior, innovation, pandemic, service sector, shopping activity
National Category
Business Administration
Research subject
Business Administration; Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-89463DOI: 10.1016/j.jretconser.2022.102962ISI: 000779130100017Scopus ID: 2-s2.0-85124603349OAI: oai:DiVA.org:kau-89463DiVA, id: diva2:1651507
Available from: 2022-04-12 Created: 2022-04-12 Last updated: 2022-06-22Bibliographically approved

Open Access in DiVA

fulltext(1351 kB)66 downloads
File information
File name FULLTEXT01.pdfFile size 1351 kBChecksum SHA-512
69897cbe6b45480f443cba87d1b0806b31e3116f13bf795d53e5428f63654c328f4c6b5940710adec3f3aa6ae19d38379043f870a9ac19842daca63578897193
Type fulltextMimetype application/pdf

Other links

Publisher's full textScopus

Authority records

Witell, LarsKristensson, Per

Search in DiVA

By author/editor
Witell, LarsKristensson, Per
By organisation
Service Research Center (from 2013)
In the same journal
Journal of Retailing and Consumer Services
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 66 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 213 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf