Applying the SOBC Paradigm to Reinterpret the Online Grocery Shopping Experience for the Senior Population

References

• Al-Adwan, A. S., & Al-Horani, M. A. (2019). Boosting customer e-loyalty: An extended scale of online service quality. Information, 10(12), 380. https://doi.org/10.3390/info10120380
   Google Scholar
• Alam, S., & Yasin, N. (2010). An investigation into the antecedents of customer satisfaction of online shopping. Journal of Marketing Development & Competitiveness, 5(1), 71–78.
   Google Scholar
• Albarq, A. N. (2021). Effect of web atmospherics and satisfaction on purchase behavior: Stimulus–organism–response model. Future Business Journal, 7(1), 1–8. https://doi.org/10.1186/s43093-021-00107-3
   Web of Science ®Google Scholar
• Ali, I., & Naushad, M. (2021). Determinants of customer satisfaction in online grocery shopping. International Journal of Data and Network Science, 5(3), 383–390. https://doi.org/10.5267/j.ijdns.2021.5.005
   Google Scholar
• Amanah, D., & Harahap, D. (2020). Visual appeal model for consumer online impulsive purchases in Indonesia. International Journal of Scientific and Technology Research, 9(6), 388–396.
   Google Scholar
• Argouslidis, P., Skarmeas, D., Kühn, A., & Mavrommatis, A. (2018). Consumers’ reactions to variety reduction in grocery stores: A freedom of choice perspective. European Journal of Marketing, 52(9/10), 1931–1955. https://doi.org/10.1108/EJM-12-2016-0844
   Web of Science ®Google Scholar
• Arora, N., & Aggarwal, A. (2018). The role of perceived benefits information of online shopping attitude among women shoppers in India. South Asian Journal of Business Studies, 7(1), 91–110. https://doi.org/10.1108/SAJBS-04-2017-0048
   Web of Science ®Google Scholar
• Awal, M. R., Hossain, M. S., Arzin, T. A., Sheikh, M. I., & Haque, M. E. (2023). Application of the SOBC model to study customers’ online purchase intentions in an emerging economy during COVID-19: Does gender matter? PSU Research Review. https://doi.org/10.1108/PRR-02-2022-0014
   Google Scholar
• Bagozzi, R., Gopinath, M., & Nyer, P. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184–206. https://doi.org/10.1177/0092070399272005
   Web of Science ®Google Scholar
• Baker, S., Farrokhnia, R., Pagel, M., Meyer, S., & Yannelis, C. (2020). How does household spending respond to an epidemic? Consumption during the 2020 COVID-19 pandemic. https://doi.org/10.3386/w26949
   Google Scholar
• Balaji, K., & Maheswari, R. (2021). Impact of store image dimensions on shopper’s attitude, perceived value, and purchase intention. SAGE Open, 11(1), 215824402199482. https://doi.org/10.1177/2158244021994824
   Web of Science ®Google Scholar
• Belanche, D., Casaló, L. V., & Guinalíu, M. (2012). Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk. Journal of Retailing and Consumer Services, 19(1), 124–132. https://doi.org/10.1016/j.jretconser.2011.11.001
   Google Scholar
• Belghiti, S., Ochs, A., Lemoine, J., & Badot, O. (2017). The phygital shopping experience: An attempt at conceptualization and empirical investigation. Proceeding of the Academy of Marketing Science, 61–74.
   Google Scholar
• Bigne, E., Chatzipanagiotou, K., & Ruiz, C. (2020). Pictorial content, sequence of conflicting online reviews and consumer decision-making: The stimulus-organism-response model revisited. Journal of Business Research, 115, 403–416.
   Web of Science ®Google Scholar
• Blut, M. (2016). E-service quality: Development of a hierarchical model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002
   Web of Science ®Google Scholar
• Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.052
   Web of Science ®Google Scholar
• Breugelmans, E., & Campo, K. (2016). Cross-channel effects of price promotions: An empirical analysis of the multi-channel grocery retail sector. Journal of Retailing, 92(3), 333–351. https://doi.org/10.1016/j.jretai.2016.02.003
   Web of Science ®Google Scholar
• Business Line. (2018). https://www.thehindubusinessline.com/companies/luxury-brands-may-not-have-it-easy-in-india-report/article8693752.ece
   Google Scholar
• Cai, S., & Xu, Y. (2011). Designing not just for pleasure: Effects of web site aesthetics on consumer shopping value. International Journal of Electronic Commerce, 15(4), 159–188. https://doi.org/10.2753/JEC1086-4415150405
   Web of Science ®Google Scholar
• Camilleri, M. A. (2021). E-commerce websites, consumer order fulfillment and after-sales service satisfaction: The customer is always right, even after the shopping cart check-out. Journal of Strategy and Management. https://doi.org/10.2139/ssrn.3853156
   Google Scholar
• Charlebois, S. (2020). Why COVID-19 will change Canadian grocery industry forever: Expert. Retail Insider. [online cit. 25th September. 2020]. Retrieved: https://www.retail-insider.com
   Google Scholar
• Chen, J. -S., Le, T. T. Y., & Florence, D. (2021). Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retail and Distribution Management, 49(11), 1512–1531. https://doi.org/10.1108/IJRDM-08-2020-0312
   Web of Science ®Google Scholar
• Chen, S. C., & Shoemaker, S. (2014). Age and cohort effects: The American senior tourism market. Annals of Tourism Research, 48, 58–75. https://doi.org/10.1016/j.annals.2014.05.007
   Web of Science ®Google Scholar
• Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117(9), 587–595. https://doi.org/10.1016/j.jbusres.2018.10.004
   Google Scholar
• Converse, J. M., & Presser, S. (1986). Survey questions: Handcrafting the standardized questionnaire. Sage. Vol. 63
   Google Scholar
• Cozzarin, B. P., & Dimitrov, S. (2016). Mobile commerce and device specific perceived risk. Electronic Commerce Research, 16(3), 335–354. https://doi.org/10.1007/s10660-015-9204-5
   Web of Science ®Google Scholar
• Cueva, J., Nacipucha, N. A. S., & Figueroa, S. P. D. (2021). Marketing social y su incidencia en el comportamiento del consumidor. Revista Venezolana de Gerencia: RVG, 26(95), 852–867. https://doi.org/10.52080/rvgluz.27.95.25
   Google Scholar
• Dastane, O. (2020). Impact of digital marketing on online purchase intention: Mediation effect of customer relationship management. Journal of Asian Business Strategy, 10(1), 149–158. https://doi.org/10.18488/journal.1006.2020.101.142.158
   Google Scholar
• Davis, T. R. V., & Luthans, F. (1980). A social learning approach to organizational behavior Acad. Academy of Management Review, 5(2), 281–290. https://doi.org/10.2307/257438
   Google Scholar
• DeLone, W. H., & McLean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31–47.
   Web of Science ®Google Scholar
• de Magalhães, D. J. A. V. (2021). Analysis of critical factors affecting the final decision-making for online grocery shopping. Research in Transportation Economics, 87, 01088. https://doi.org/10.1016/j.retrec.2021.101088
   Web of Science ®Google Scholar
• Dhir, A., Talwar, S., Sadiq, M., Sakashita, M., & Kaur, P. (2021). Green apparel buying behavior: A Stimulus–Organism–Behavior–Consequence (SOBC) perspective on sustainability‐oriented consumption in Japan. Business Strategy and the Environment, 30(8), 3589–3605. https://doi.org/10.1002/bse.2821
   Web of Science ®Google Scholar
• Erjavec, J., & Manfreda, A. (2022). Online shopping adoption during COVID-19 and social isolation: Extending the UTAUT model with herd behavior. Journal of Retailing and Consumer Services, 65, 102867. https://doi.org/10.1016/j.jretconser.2021.102867
   Web of Science ®Google Scholar
• Fassnacht, M., & Unterhuber, S. (2016). Consumer response to online/offline price differentiation. Journal of Retailing and Consumer Services, 28(1), 137–148. https://doi.org/10.1016/j.jretconser.2015.09.005
   Google Scholar
• Ford, W., Li, Y., & Zheng, J. (2021). Numbers of bricks and clicks: Price competition between online and offline stores. International Review of Economics and Finance, 75, 420–440. https://doi.org/10.1016/j.iref.2021.04.027
   Web of Science ®Google Scholar
• Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6–21. https://doi.org/10.1177/002224299205600103
   Web of Science ®Google Scholar
• Gao, W., Li, W., Fan, H., & Jia, X. (2021). How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics. Journal of Retailing and Consumer Services, 60, 102487. https://doi.org/10.1016/j.jretconser.2021.102487
   Web of Science ®Google Scholar
• Gao, F., & Su, X. (2016). Omnichannel retail operations with buy-online-and-pick-up-in-store. Management Science, 63(8), 2478–2492. https://doi.org/10.1287/mnsc.2016.2473
   Web of Science ®Google Scholar
• Garett, R., Chiu, J., Zhang, L., & Young, S. (2016). a literature review: Website design and user engagement. Online Journal of Communication and Media Technologies, 6(3), 1–14. https://doi.org/10.29333/ojcmt/2556
   PubMed Web of Science ®Google Scholar
• Grewal, D., Ahlbom, C., Beitelspacher, L., Noble, S., & Nordfält, J. (2019). In-store mobile phone use and customer shopping behavior: Evidence from the field. Journal of Marketing, 82(4), 102–126. https://doi.org/10.1509/jm.17.0277
   Web of Science ®Google Scholar
• Güngör, A. S., & Özgen, Ç. T. (2020). Did You Read the Customer Reviews Before Shopping?: The effect of customer reviews about online retail platforms on consumer behavioral responses. In Emotional, Sensory, and Social Dimensions of Consumer Buying Behavior (pp. 178–208). IGI Global.
   Google Scholar
• Gu, S., Ślusarczyk, B., Hajizada, S., Kovalyova, I., & Sakhbieva, A. (2021). Impact of the covid-19 pandemic on online consumer purchasing behavior. Journal of Theoretical & Applied Electronic Commerce Research, 16(6), 2263–2281.
   Web of Science ®Google Scholar
• Güzel, Ö., Sahin, I., & Ryan, C. (2020). Push-motivation-based emotional arousal: A research study in a coastal destination. Journal of Destination Marketing & Management, 16, 100428.
   Web of Science ®Google Scholar
• Hair, J. J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate data analysis: A global perspective (7th ed.). Pear on Publication.
   Google Scholar
• Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24.
   Web of Science ®Google Scholar
• Handayani, D. F. R., Widowati, R., & Nuryakin, N. (2021). The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty. Jurnal Siasat Bisnis, 25(2), 119–130. https://doi.org/10.20885/jsb.vol25.iss2.art3
   Google Scholar
• Han, J., Forbes, H., & Schaefer, D. (2021). An exploration of how creativity, functionality, and aesthetics are related in design. Research in Engineering Design, 32(3), 289–307. https://doi.org/10.1007/s00163-021-00366-9
   Web of Science ®Google Scholar
• Hansson, L., Holmberg, U., & Post, A. (2022). Reorganising grocery shopping practices–the case of elderly consumers. The International Review of Retail, Distribution and Consumer Research, 32(4), 351–369. https://doi.org/10.1080/09593969.2022.2085137
   Web of Science ®Google Scholar
• Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
   Web of Science ®Google Scholar
• Jain, N. K., Gajjar, H., & Shah, B. J. (2021). Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience. Journal of Retailing and Consumer Services, 59, 102360. https://doi.org/10.1016/j.jretconser.2020.102360
   Web of Science ®Google Scholar
• Javed, M. K., Wu, M., Qadeer, T., Manzoor, A., Nadeem, A. H., & Shouse, R. C. (2020). Role of online retailers’ post-sale services in building relationships and developing repurchases: A comparison-based analysis among male and female customers. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.594132
   Google Scholar
• Kimiagari, S., & Malafe, N. S. A. (2021). The role of cognitive and affective responses in the relationship between internal and external stimuli on online impulse buying behavior. Journal of Retailing and Consumer Services, 61, 102567. https://doi.org/10.1016/j.jretconser.2021.102567
   Web of Science ®Google Scholar
• Kim, M. J., Lee, C. -K., & Jung, T. (2020). Exploring consumer behavior in virtual reality tourism using an extended stimulus-organism-response model. Journal of Travel Research, 59(1), 69–89. https://doi.org/10.1177/0047287518818915
   Web of Science ®Google Scholar
• Klaus, P. (2013). The case of Amazon. com: Towards a conceptual framework of online customer service experience using the emerging consensus technique. The Journal of Services Marketing, 27(6), 443–457. https://doi.org/10.1108/JSM-02-2012-0030
   Web of Science ®Google Scholar
• KPMG. (2020). Grocery retail. https://home.kpmg/xx/en/home/insights/2020/01/customer-first-insights-grocery-retail.html
   Google Scholar
• Kusuma, A. C., Najib, M., & Hermadi, I. (2022). Antecedent and consequences of consumers’ satisfaction in online grocery shopping. International Journal of Electronic Business, 17(1), 37–60. https://doi.org/10.1504/IJEB.2022.119992
   Google Scholar
• Kvalsvik, F. (2022). Understanding the role of situational factors on online grocery shopping among older adults. Journal of Retailing and Consumer Services, 68, 103009. https://doi.org/10.1016/j.jretconser.2022.103009
   Web of Science ®Google Scholar
• Lee, B. -K., Hong, J. -Y., & Lee, W. -N. (2017). How attitude toward the web site influences consumer brand choice and confidence while shopping online. Journal of Computer-Mediated Communication, 9(2). https://doi.org/10.1111/j.1083-6101.2004.tb00282.x
   Google Scholar
• Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
   Web of Science ®Google Scholar
• Lian, J. -W., & Yen, D. C. (2014). Online shopping drivers and barriers for older adults: Age and gender differences. Computers in Human Behavior, 37, 133–143. https://doi.org/10.1016/j.chb.2014.04.028
   Web of Science ®Google Scholar
• Lin, Y. -C., & Chang, C. C. A. (2021). Influencing consumer responses to highly aesthetic products: The role of mindsets. Journal of Retailing, 97(3), 459–476. https://doi.org/10.1016/j.jretai.2020.10.004
   Web of Science ®Google Scholar
• Marmat, G. (2022). Influence of aesthetics attributes of brand web pages on customer brand engagement. Global Knowledge, Memory and Communication. https://doi.org/10.1108/GKMC-07-2021-0126
   Google Scholar
• Martínez -Vázquez, U., Morales-Mediano, J., & Leal-Rodríguez, A. (2021). The impact of the COVID-19 crisis on consumer purchasing motivation and behavior. European Research on Management and Business Economics, 23(3), 1–18.
   Google Scholar
• Maslowska, E., Smit, E., Putte, B., & Den, V. (2016). It is all in the name: A study of consumers’ responses to personalized communication. Journal of Interactive Advertising, 16(1), 74–85. https://doi.org/10.1080/15252019.2016.1161568
   Google Scholar
• Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology (first ed.). The MIT Press, Cambridge MA MIT Press.
   Google Scholar
• Mele, C., & Russo-Spena, T. (2022). “The architecture of the phygital customer journey: A dynamic interplay between systems of insights and systems of engagement. European Journal of Marketing, 56(1), 72–91. https://doi.org/10.1108/EJM-04-2019-0308
   Web of Science ®Google Scholar
• Mishra, S., Malhotra, G., Chatterjee, R., & Shukla, Y. (2021). Consumer retention through phygital experience in omnichannel retailing: Role of consumer empowerment and satisfaction. Journal of Strategic Marketing, 1–18. https://doi.org/10.1080/0965254X.2021.1985594
   Web of Science ®Google Scholar
• Misra, R., Mahajan, R., & Singh, N. (2022). Demystifying social media usage for insurance-related purchase intentions among senior users in the pandemic period. International Journal of Web Based Communities, 18(1), 64–86. https://doi.org/10.1504/IJWBC.2022.122396
   Google Scholar
• Moon, J., Choe, Y., & Song, H. (2021). Determinants of consumers’ online/offline shopping behaviours during the COVID-19 pandemic. International Journal of Environmental Research and Public Health, 18(4), 1–15. https://doi.org/10.3390/ijerph18041593
   Web of Science ®Google Scholar
• Moschis, G. P. (2022). Overview of older consumer behavior. In Marketing to thE aging population: Strategies and tools for companies in various industries (pp. 43–67). Springer International Publishing.
   Google Scholar
• Novak, T., Hoffman, D. L., & Yiu-Fai, Y. (2000). Measuring the customer experience in online environments: a structural modeling approach. Marketing Science, 19(1), 22–42. https://doi.org/10.1287/mksc.19.1.22.15184
   Web of Science ®Google Scholar
• Pandey, S., Chawla, D., & Venkatesh, U. (2015). Online shopper segmentation based on lifestyles: An exploratory study in India. Journal of Internet Commerce, 14(1), 21–41. https://doi.org/10.1080/15332861.2015.1006516
   Web of Science ®Google Scholar
• Pantano, E., Pizzi, G., Scarpi, D., & Dennis, C. (2020). Competing during a pandemic? Retailers’ ups and downs during the COVID-19 outbreak. Journal of Business Research, 116, 209–213. https://doi.org/10.1016/j.jbusres.2020.05.036
   PubMed Web of Science ®Google Scholar
• Patsoule, E., & Koutsabasis, P. (2014). Redesigning websites for older adults: A case study. Behaviour & Information Technology, 33(6), 561–573. https://doi.org/10.1080/0144929X.2013.810777
   Web of Science ®Google Scholar
• Peng, X., Peak, D., Prybutok, V., & Xu, C. (2017). ThE effect of product aesthetics information on website appeal in online shopping. Nankai Business Review International, 8(2), 190–209. https://doi.org/10.1108/NBRI-11-2016-0038
   Web of Science ®Google Scholar
• Pettigrew, S., Worrall, C., Biagioni, N., Talati, Z., & Jongenelis, M. (2017). The role of food shopping in later life. Appetite, 111, 71–78. https://doi.org/10.1016/j.appet.2016.12.035
   PubMed Web of Science ®Google Scholar
• Pham, T. S. H., & Ahammad, M. F. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124, 332–342. https://doi.org/10.1016/j.techfore.2017.04.003
   Web of Science ®Google Scholar
• Piris, Y., & Guibert, N. (2019). Variety perception and attitude toward digital assortments. International Journal of Retail and Distribution Management, 47(12), 1353–1363. https://doi.org/10.1108/IJRDM-09-2018-0200
   Web of Science ®Google Scholar
• Postnord, 2021. The E-barometer. Annual report 2020. https://www.postnord.se/siteassets/pdf/rapporter/e-barometern-arsrapport-2020.pdf [ Google Scholar]
   Google Scholar
• Rigdon, E. E., Sarstedt, M., & Ringle, C. M. (2017). On comparing results from CB-SEM and PLS-SEM: Five perspectives and five recommendations. Marketing: ZFP–Journal of Research and Management, 39(3), 4–16.
   Google Scholar
• Rossolov, A., Rossolova, H., & Holguín-Veras, J. (2021). Online and in-store purchase behavior: Shopping channel choice in a developing economy. Transportation, 48(6), 3143–3179. https://doi.org/10.1007/s11116-020-10163-3
   Web of Science ®Google Scholar
• Roy, S. K., Gruner, R. L., & Guo, J. (2020). Exploring customer experience, commitment, and engagement behaviours. Journal of Strategic Marketing, 1–24.
   Web of Science ®Google Scholar
• Ruiz-Real, J. L., Gázquez-Abad, J. C., Esteban-Millat, I., & Martínez-López, F. J. (2017). The role of consumers’ attitudes in estimating consumer response to assortment composition: Evidence from Spain. International Journal of Retail and Distribution Management, 45(7/8), 782–807. https://doi.org/10.1108/IJRDM-09-2016-0163
   Web of Science ®Google Scholar
• Sadiq Martin, J., Mortimer, G., & Andrews, L. (2015). Re-examining online customer experience to include purchase frequency and perceived risk. Journal of Retailing and Consumer Services, 25, 81–95. https://doi.org/10.1016/j.jretconser.2015.03.008
   Web of Science ®Google Scholar
• Safeer, A. A., He, Y., & Abrar, M. (2020). The influence of brand experience on brand authenticity and brand love: An empirical study from Asian consumers’ perspective. Asia Pacific Journal of Marketing and Logistics, 33(5), 1123–1138. https://doi.org/10.1108/APJML-02-2020-0123
   Web of Science ®Google Scholar
• Sahin, N., Wheeler, S., & Chintagupta, H. (2018). Personalization in email marketing: The role of noninformative advertising content. Marketing Science, 37(2), 236–258. https://doi.org/10.1287/mksc.2017.1066
   Web of Science ®Google Scholar
• Salah, A., Alomari, K., Jray, A., & Khaled, A. (2020). Digital marketing during COVID 19: Consumer’s Perspective. WSEA Transactions on Business and Economics, 17, 831–841. https://doi.org/10.37394/23207.2020.17.81
   Google Scholar
• Sarah, F. H., Goi, C. L., Chieng, F., & Taufique, K. M. R. (2021). Examining the influence of atmospheric cues on online impulse buying behavior across product categories: Insights from an emerging e-market. Journal of Internet Commerce, 20(1), 25–45. https://doi.org/10.1080/15332861.2020.1836593
   Web of Science ®Google Scholar
• Sautter, P., Hyman, M. R., & Lukosius, V. (2004). E-tail atmospherics: A critique of the literature and model extension. Journal of electronic commerce research, 5(1), 14–24.
   Google Scholar
• Semeijn, J., van Riel, A. C. R., van Birgelen, M. J. H., & Streukens, S. (2005). E-services and offline fulfilment: How e-loyalty is created. Managing Service Quality: An International Journal, 15(2), 182–194. https://doi.org/10.1108/09604520510585361
   Google Scholar
• Shanahan, T., Tran, T., & Taylor, E. (2018). Getting to know you: Social media personalization as a means of enhancing brand loyalty and perceived quality. Journal of Retailing and Consumer Services, 47(C), 57–65. https://doi.org/10.1016/j.jretconser.2018.10.007
   Google Scholar
• Shao, X. -F. (2020). Online and offline assortment strategy for vertically differentiated products. IISE Transactions, 52(6), 617–637. https://doi.org/10.1080/24725854.2019.1665758
   Web of Science ®Google Scholar
• Sheehan, A. (2021, February 23). Assortment planning in retail: How to maximise your store’s profitability. Fran esca Nicasio.
   Google Scholar
• Shen, H., Namdarpour, F., & Lin, J. (2022). Investigation of online grocery shopping and delivery preference before, during, and after COVID-19. Transportation Research Interdisciplinary Perspectives, 14, 100580. https://doi.org/10.1016/j.trip.2022.100580
   PubMedGoogle Scholar
• Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualization of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50, 325–336. https://doi.org/10.1016/j.ijinfomgt.2019.09.001
   Web of Science ®Google Scholar
• Shukla, M., Sharma, A., Misra, R., & Jain, V. (2021). The antecedents and consequences of brand experience and purchase intention. International Journal of Electronic Business, 16(3), 215–238. https://doi.org/10.1504/IJEB.2021.116586
   Google Scholar
• Silayoi, P., & Speece, M. (2004). Packaging and purchase decisions: An exploratory study on the impact of involvement level and time pressure. British Food Journal, 106(8), 607–628. https://doi.org/10.1108/00070700410553602
   Google Scholar
• Singh, R. (2019). Why do online grocery shoppers switch or stay? An exploratory analysis of consumers’ response to online grocery shopping experience. International Journal of Retail and Distribution Management, 47(12), 1300–1317. https://doi.org/10.1108/IJRDM-10-2018-0224
   Web of Science ®Google Scholar
• Singh, J., & Crisafulli, B. (2016). Managing online service recovery: Procedures, justice and customer satisfaction. Journal of Service Theory and Practice, 26(6), 764–787. https://doi.org/10.1108/JSTP-01-2015-0013
   Web of Science ®Google Scholar
• Singh, R., & Söderlund, M. (2020). Extending the experience construct: An examination of online grocery shopping. European Journal of Marketing, 54(10), 2419–2446. https://doi.org/10.1108/EJM-06-2019-0536
   Web of Science ®Google Scholar
• Skinner, B. F. (1963). Operant behavior. The American Psychologist, 18(8), 505–515. https://doi.org/10.1037/h0045185
   Web of Science ®Google Scholar
• Sreeram, A., Kesharwani, A., & Desai, S. (2017). Factors affecting satisfaction and loyalty in online grocery shopping: An integrated model. Journal of Indian Business Research, 9(2), 107–132. https://doi.org/10.1108/JIBR-01-2016-0001
   Web of Science ®Google Scholar
• Statista. (2022). Consumer goods and FMCG. https://www.statista.com/statistics/1187312/india-sales-growth-of-health-and-hygiene-products-during-covid-19/.
   Google Scholar
• Talwar, S., Jabeen, F., Tandon, A., Sakashita, M., & Dhir, A. (2021). What drives willingness to purchase and stated buying behavior toward organic food? A Stimulus–Organism–Behavior–Consequence (SOBC) perspective. Journal of Cleaner Production, 293, 125882. https://doi.org/10.1016/j.jclepro.2021.125882
   Web of Science ®Google Scholar
• Theodor, P. (2018). The future of retail impacted by the smart phygital era. Romanian Distribution Committee Magazine, Romanian Distribution Committee, 9(3), 34–46.
   Google Scholar
• Tsai, Y. C., & Yeh, J. C. (2010). Perceived risk of information security and privacy in online shopping: A study of environmentally sustainable products. African Journal of Business Management, 4(18), 4057–4066.
   Google Scholar
• United Nations. (2015). The sustainable development goals. Retrieved May 31, 2016 from: http://www.un.org/sustainabledevelopment/sustainable-development-goals/.
   Google Scholar
• Untaru, E. -N., & Han, H. (2021). Proactive measures against COVID-19 and the business strategies of the retail enterprises: Differences in gender, age, education, and income among shoppers. Journal of Retailing and Consumer Services, 60, 102446. https://doi.org/10.1016/j.jretconser.2021.102446
   Web of Science ®Google Scholar
• Van den Broeck, E., Zarouali, B., & Poels, K. (2019). Chatbot advertising effectiveness: When does the message get through? Computers in Human Behavior, 98, 150–157. https://doi.org/10.1016/j.chb.2019.04.009
   Web of Science ®Google Scholar
• Vieira, V. A. (2010). Visual aesthetics in store environment and its moderating role on consumer intention. Journal of Consumer Behaviour, 9(5), 364–380. https://doi.org/10.1002/cb.324
   Web of Science ®Google Scholar
• Wang, R. Y., & Strong, D. M. Beyond accuracy: What data quality means to data consumers. (1996). Journal of Management Information Systems, 12(4), 5–33. Spring. https://doi.org/10.1080/07421222.1996.11518099
   Google Scholar
• Whelan, E., Islam, A. N., & Brooks, S. (2020). Applying the SOBC paradigm to explain how social media overload affects academic performance Comput. Computers & Education, 143, 103692. https://doi.org/10.1016/j.compedu.2019.103692
   Web of Science ®Google Scholar
• Wolfinbarger, M., & Gilly, M. C. (2003). eTailq: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
   Web of Science ®Google Scholar
• Yap, Y. Y., Tan, S. H., Tan, S. K., & Choon, S. W. (2022). Integrating the capability approach and technology acceptance model to explain the elderly’s use intention of online grocery shopping. Telematics and Informatics, 72, 101842. https://doi.org/10.1016/j.tele.2022.101842
   Web of Science ®Google Scholar
• Yeap, Y. L., Tan, S. H., & Choon, S. W. (2022). Examining the antecedents of online grocery shopping intention among elderly.
   Google Scholar
• Zhang, Y., Mathur, P., & Block, L. (2021). Personality matters during a pandemic: Implicit theory beliefs influence preparedness and prevention behaviors. Journal of the Association for Consumer Research, 6(1), 168–177. https://doi.org/10.1086/711759
   Google Scholar
• Zhao, H., Yao, X., Liu, Z., & Yang, Q. (2021). Impact of pricing and product information on consumer buying behavior with customer satisfaction in a mediating role. Frontiers in Psychology, 12, 720151. https://doi.org/10.3389/fpsyg.2021.720151
   PubMed Web of Science ®Google Scholar