{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,19]],"date-time":"2026-06-19T10:48:47Z","timestamp":1781866127772,"version":"3.54.5"},"reference-count":81,"publisher":"MDPI AG","issue":"2","license":[{"start":{"date-parts":[[2025,6,3]],"date-time":"2025-06-03T00:00:00Z","timestamp":1748908800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"The National Social Science Fund of China","award":["23VRC069"],"award-info":[{"award-number":["23VRC069"]}]},{"name":"The National Social Science Fund of China","award":["Key Industry Talent Program 82"],"award-info":[{"award-number":["Key Industry Talent Program 82"]}]},{"name":"The National Social Science Fund of China","award":["KYCX24_2493"],"award-info":[{"award-number":["KYCX24_2493"]}]},{"name":"The National Social Science Fund of China","award":["23YSC012"],"award-info":[{"award-number":["23YSC012"]}]},{"name":"Jiangsu Province \u201c333\u201d project","award":["23VRC069"],"award-info":[{"award-number":["23VRC069"]}]},{"name":"Jiangsu Province \u201c333\u201d project","award":["Key Industry Talent Program 82"],"award-info":[{"award-number":["Key Industry Talent Program 82"]}]},{"name":"Jiangsu Province \u201c333\u201d project","award":["KYCX24_2493"],"award-info":[{"award-number":["KYCX24_2493"]}]},{"name":"Jiangsu Province \u201c333\u201d project","award":["23YSC012"],"award-info":[{"award-number":["23YSC012"]}]},{"name":"Postgraduate Research and Practice Innovation Program of Jiangsu Province","award":["23VRC069"],"award-info":[{"award-number":["23VRC069"]}]},{"name":"Postgraduate Research and Practice Innovation Program of Jiangsu Province","award":["Key Industry Talent Program 82"],"award-info":[{"award-number":["Key Industry Talent Program 82"]}]},{"name":"Postgraduate Research and Practice Innovation Program of Jiangsu Province","award":["KYCX24_2493"],"award-info":[{"award-number":["KYCX24_2493"]}]},{"name":"Postgraduate Research and Practice Innovation Program of Jiangsu Province","award":["23YSC012"],"award-info":[{"award-number":["23YSC012"]}]},{"name":"Jiangsu Province Social Science Fund Project","award":["23VRC069"],"award-info":[{"award-number":["23VRC069"]}]},{"name":"Jiangsu Province Social Science Fund Project","award":["Key Industry Talent Program 82"],"award-info":[{"award-number":["Key Industry Talent Program 82"]}]},{"name":"Jiangsu Province Social Science Fund Project","award":["KYCX24_2493"],"award-info":[{"award-number":["KYCX24_2493"]}]},{"name":"Jiangsu Province Social Science Fund Project","award":["23YSC012"],"award-info":[{"award-number":["23YSC012"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>As consumer behavior increasingly shifts toward hyperlocal, digitally mediated retail journeys, community unmanned stores have emerged as a transformative model that integrates smart technologies with community proximity services. These fully automated stores offer convenient, contactless shopping and hybrid digital\u2013physical interactions, playing an increasingly important role within broader omnichannel digital retail ecosystems. However, there remains a lack of validated instruments to assess customer experience in such autonomous and locally embedded retail formats. This study develops and validates an ECUS-scale (an experience in community unmanned store scale), a multidimensional measurement tool grounded in qualitative research and refined through exploratory and confirmatory factor analysis. The scale identifies nine key dimensions\u2014convenient service, smooth transaction, preferential price, good quality, safe environment, secure payment, comfortable space, comfortable interaction, and friendly image\u2014across 36 items. These dimensions reflect the technological, spatial, and emotional\u2013social aspects of customer experience in unmanned retail settings. The findings demonstrate that the ECUS-scale offers a robust framework for evaluating consumer experience in low-staffed, tech-enabled community stores, with strong relevance to omnichannel digital retail strategies. Theoretically, it advances the literature on smart retail experience by capturing underexplored dimensions such as emotional engagement with technology and perceptions of safety in staff-free environments. Practically, it serves as a diagnostic tool for businesses to enhance experience design and optimize customer engagement across digital and physical touchpoints.<\/jats:p>","DOI":"10.3390\/jtaer20020128","type":"journal-article","created":{"date-parts":[[2025,6,3]],"date-time":"2025-06-03T03:57:18Z","timestamp":1748923038000},"page":"128","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Measuring Consumer Experience in Community Unmanned Stores: Development of the ECUS-Scale for Omnichannel Digital Retail"],"prefix":"10.3390","volume":"20","author":[{"given":"Weizhuan","family":"Hu","sequence":"first","affiliation":[{"name":"School of Design, Jiangnan University, Wuxi 214122, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Linghao","family":"Zhang","sequence":"additional","affiliation":[{"name":"School of Design, Jiangnan University, Wuxi 214122, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Yilin","family":"Wang","sequence":"additional","affiliation":[{"name":"School of Art and Media, University of Brighton, Brighton BN2 0JY, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jianbin","family":"Wu","sequence":"additional","affiliation":[{"name":"School of Design, Jiangnan University, Wuxi 214122, China"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1968","published-online":{"date-parts":[[2025,6,3]]},"reference":[{"key":"ref_1","unstructured":"Deloitte (2012). Retail Globalization: Navigating the Maze, The Creative Studio at Deloitte."},{"key":"ref_2","first-page":"82","article-title":"Localization\u2013the Revolution in Consumer Markets","volume":"84","author":"Rigby","year":"2006","journal-title":"Harv. Bus. Rev."},{"key":"ref_3","doi-asserted-by":"crossref","first-page":"169","DOI":"10.5539\/ibr.v10n2p169","article-title":"Trends and Dynamics in Retail Industry: Focus on Relational Proximity","volume":"10","author":"Sansone","year":"2017","journal-title":"Int. Bus. Res."},{"key":"ref_4","doi-asserted-by":"crossref","unstructured":"Singh, N. (2012). Localization Strategies for Global E-Business, Cambridge University Press.","DOI":"10.1017\/CBO9780511920226"},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"562","DOI":"10.1108\/IJPDLM-08-2015-0179","article-title":"Retail Logistics in the Transition from Multi-Channel to Omni-Channel","volume":"46","author":"Wollenburg","year":"2016","journal-title":"Int. J. Phys. Distrib. Logist. Manag."},{"key":"ref_6","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1108\/IJRDM-06-2018-0104","article-title":"The \u201cnext Day, Free Delivery\u201d Myth Unravelled","volume":"47","author":"Verlinde","year":"2019","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_7","doi-asserted-by":"crossref","first-page":"958","DOI":"10.1016\/j.spc.2020.12.039","article-title":"A Bottom-up Approach to Model the Environmental Impact of the Last-Mile in an Urban Food-System","volume":"26","author":"Stelwagen","year":"2021","journal-title":"Sustain. Prod. Consum."},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"285","DOI":"10.1016\/j.spc.2022.09.014","article-title":"Leveraging Sustainable Supply Chain Information to Alter Last-Mile Delivery Consumption: A Social Exchange Perspective","volume":"34","author":"Thomas","year":"2022","journal-title":"Sustain. Prod. Consum."},{"key":"ref_9","unstructured":"Olsson, J. (2023). Last-Mile Delivery Services in Retail: A Consumer-Centric Approach. [Ph.D. Thesis, Lund University]."},{"key":"ref_10","first-page":"65","article-title":"Leveraging AI to Overcome Key Challenges in Last-Mile Delivery: Enhancing Customer Experience and Operational Efficiency in E-Commerce","volume":"14","author":"Islam","year":"2024","journal-title":"Supply Chain Insider."},{"key":"ref_11","first-page":"283","article-title":"Last-Mile Delivery Innovations: The Future of E-Commerce Logistics","volume":"Volume 1","year":"2024","journal-title":"Technology-Driven Business Innovation: Unleashing the Digital Advantage"},{"key":"ref_12","unstructured":"Hausman, A. (2025, May 02). The Rise of Retail as a \u201cCommunity Store\u201d. Available online: https:\/\/www.hausmanmarketingletter.com\/the-rise-of-retail-as-a-community-store\/."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"101901","DOI":"10.1016\/j.jretconser.2019.101901","article-title":"Examining the Antecedents and Consequences of Perceived Shopping Value through Smart Retail Technology","volume":"52","author":"Adapa","year":"2020","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_14","unstructured":"Shekhawat, S. (2025, May 14). Smart Retail: How AI and IoT Are Revolutionising the Retail Industry. Available online: https:\/\/www.ingentaconnect.com\/content\/hsp\/airwa\/2023\/00000002\/00000002\/art00007."},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"75","DOI":"10.18034\/abr.v11i2.579","article-title":"Role of Internet of Things (IoT) in Retail Business and Enabling Smart Retailing Experiences","volume":"11","author":"Hossain","year":"2021","journal-title":"Asian Bus. Rev."},{"key":"ref_16","doi-asserted-by":"crossref","first-page":"147728","DOI":"10.1109\/ACCESS.2020.3014047","article-title":"Design of Smart Unstaffed Retail Shop Based on IoT and Artificial Intelligence","volume":"8","author":"Xu","year":"2020","journal-title":"IEEE Access"},{"key":"ref_17","doi-asserted-by":"crossref","first-page":"121496","DOI":"10.1016\/j.techfore.2022.121496","article-title":"The Evolution of the Digital Service Ecosystem and Digital Business Model Innovation in Retail: The Emergence of Meta-Ecosystems and the Value of Physical Interactions","volume":"177","author":"Oghazi","year":"2022","journal-title":"Technol. Forecast. Soc. Change"},{"key":"ref_18","unstructured":"MacCarthy, B.L., and Ivanov, D. (2022). Chapter 14\u2014Digital Retail\u2014Key Trends and Developments. The Digital Supply Chain, Elsevier."},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"55","DOI":"10.1109\/MITP.2019.2928272","article-title":"DeepStore: Understanding Customer Behaviors in Unmanned Stores","volume":"22","author":"Guo","year":"2020","journal-title":"IT Prof."},{"key":"ref_20","doi-asserted-by":"crossref","unstructured":"Lo, C.-H., and Wang, Y.-W. (2019). Constructing an Evaluation Model for User Experience in an Unmanned Store. Sustainability, 11.","DOI":"10.3390\/su11184965"},{"key":"ref_21","first-page":"73","article-title":"Impact de La Proximit\u00e9 Per\u00e7ue d\u2019un Magasin Sur La Fid\u00e9lit\u00e9 Des Clients: Le Cas Des Magasins d\u2019enseignes Alimentaires de Proximit\u00e9","volume":"84","author":"Lombart","year":"2016","journal-title":"Manag. Avenir."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"523","DOI":"10.1108\/IJRDM-09-2022-0314","article-title":"How Do Cultural Factors Affect Loyalty Behaviour in Retailing? The Central Role of Social Proximity","volume":"51","author":"Charinsarn","year":"2023","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_23","first-page":"389","article-title":"Guideline for Improvement of Unmanned Shopping Experience-Focusing on Seven Eleven Signature","volume":"17","author":"Lee","year":"2019","journal-title":"J. Digit. Converg."},{"key":"ref_24","first-page":"285","article-title":"The Effect of Servicescape Attributes of Unmanned Store on the Customer Experience","volume":"15","author":"Lee","year":"2020","journal-title":"J. Korea Int. Spat. Des."},{"key":"ref_25","first-page":"129","article-title":"The Effect of China\u2019s Unmanned Store Marketing Mix Factors on Consumer Experience and Satisfaction","volume":"23","author":"Wang","year":"2020","journal-title":"J. Distrib. Manag. Res."},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"69","DOI":"10.17657\/jcr.2020.04.30.4","article-title":"The Effect of Unmanned Store Characteristics and Customer Experience on Customer Engagement","volume":"25","author":"Jung","year":"2020","journal-title":"J. Channel Retail."},{"key":"ref_27","doi-asserted-by":"crossref","first-page":"102455","DOI":"10.1016\/j.ijhm.2020.102455","article-title":"Perceived Similarity in Third Places: Understanding the Effect of Place Attachment","volume":"86","author":"Hanks","year":"2020","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_28","first-page":"37","article-title":"Exploring the Impacts of Third-Place Experience within Brand Complex Cultural Spaces on Brand Loyalty and Retail Design","volume":"18","author":"Widjaja","year":"2024","journal-title":"Int. J. Des. Manag. Prof. Pract."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"200","DOI":"10.1007\/s11747-014-0381-x","article-title":"Creating Consumer Attachment to Retail Service Firms through Sense of Place","volume":"43","author":"Brocato","year":"2015","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_30","first-page":"306","article-title":"Online Retail Experience and Customer Satisfaction: The Mediating Role of Last Mile Delivery","volume":"29","author":"Vakulenko","year":"2019","journal-title":"Int. Rev. Retail Distrib. Consum. Res."},{"key":"ref_31","doi-asserted-by":"crossref","unstructured":"Silva, V., Amaral, A., and Fontes, T. (2023). Sustainable Urban Last-Mile Logistics: A Systematic Literature Review. Sustainability, 15.","DOI":"10.3390\/su15032285"},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1362\/026725799784870496","article-title":"Experiential Marketing","volume":"15","author":"Schmitt","year":"1999","journal-title":"J. Mark. Manag."},{"key":"ref_33","doi-asserted-by":"crossref","unstructured":"Sundbo, J., and Darmer, P. (2008). Creating Experiences in the Experience Economy, Edward Elgar Publishing.","DOI":"10.4337\/9781848444003"},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"31","DOI":"10.1016\/j.jretai.2008.11.001","article-title":"Customer Experience Creation: Determinants, Dynamics and Management Strategies","volume":"85","author":"Verhoef","year":"2009","journal-title":"J. Retail."},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"2779","DOI":"10.1080\/13683500.2019.1668917","article-title":"The Direct and Indirect Influence of Experience Quality on Satisfaction: The Importance of Emotions","volume":"23","author":"Paddison","year":"2020","journal-title":"Curr. Issues Tour."},{"key":"ref_36","doi-asserted-by":"crossref","unstructured":"Zhou, R., and Tong, L. (2022). A Study on the Influencing Factors of Consumers\u2019 Purchase Intention During Livestreaming e-Commerce: The Mediating Effect of Emotion. Front. Psychol., 13.","DOI":"10.3389\/fpsyg.2022.903023"},{"key":"ref_37","doi-asserted-by":"crossref","unstructured":"Zheng, Q., Zeng, H., Xiu, X., and Chen, Q. (2022). Pull the Emotional Trigger or the Rational String? A Multi-Group Analysis of Organic Food Consumption. Foods, 11.","DOI":"10.3390\/foods11101375"},{"key":"ref_38","first-page":"172","article-title":"Comparative study on domestic user experience for unmanned convenience store types","volume":"26","author":"Choi","year":"2021","journal-title":"Korea Des. Forum"},{"key":"ref_39","doi-asserted-by":"crossref","unstructured":"Juaneda-Ayensa, E., Mosquera, A., and Sierra Murillo, Y. (2016). Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase Intention. Front. Psychol., 7.","DOI":"10.3389\/fpsyg.2016.01117"},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"174","DOI":"10.1016\/j.jretai.2015.02.005","article-title":"From Multi-Channel Retailing to Omni-Channel Retailing","volume":"91","author":"Verhoef","year":"2015","journal-title":"J. Retail."},{"key":"ref_41","first-page":"23","article-title":"Competing in the Age of Omnichannel Retailing","volume":"54","author":"Brynjolfsson","year":"2013","journal-title":"MIT Sloan Manag. Rev."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"102800","DOI":"10.1016\/j.jretconser.2021.102800","article-title":"Seamless Experience in the Context of Omnichannel Shopping: Scale Development and Empirical Validation","volume":"64","author":"Chang","year":"2022","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_43","first-page":"21","article-title":"A Study on the Influence of the Characteristics of Unmanned Convenience Stores on Experiential Quality, Satisfaction, and Revisit Intention: Moderating Effect of Personal Innovativeness","volume":"25","author":"Kim","year":"2020","journal-title":"J. Mark. Manag. Res."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"409","DOI":"10.1016\/j.jretconser.2019.07.003","article-title":"Experiential Quality, Experiential Psychological States and Experiential Outcomes in an Unmanned Convenience Store","volume":"51","author":"Wu","year":"2019","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_45","doi-asserted-by":"crossref","first-page":"e5515","DOI":"10.1002\/cpe.5515","article-title":"The Evaluation of Customer Experience Using BP Neural Network-Taking Catering O2O Takeout","volume":"32","author":"Pei","year":"2020","journal-title":"Concurr. Comput.-Pract. Exp."},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"388","DOI":"10.1057\/s41262-021-00233-x","article-title":"Omnichannel Retailer Brand Experience: Conceptualisation and Proposal of a Comprehensive Scale","volume":"28","year":"2021","journal-title":"J. Brand Manag."},{"key":"ref_47","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1007\/BF02893933","article-title":"A Measure of Service Quality for Retail Stores: Scale Development and Validation","volume":"24","author":"Dabholkar","year":"1996","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"839","DOI":"10.1108\/IJRDM-02-2021-0056","article-title":"Integrated Store Service Quality Measurement Scale in Omni-Channel Retailing","volume":"50","author":"Zhang","year":"2022","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"S210","DOI":"10.1080\/14783363.2019.1665846","article-title":"Service Quality Measurement for Omni-Channel Retail: Scale Development and Validation","volume":"30","author":"Zhang","year":"2019","journal-title":"Total Qual. Manag. Bus. Excell."},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1509\/jm.15.0420","article-title":"Understanding Customer Experience Throughout the Customer Journey","volume":"80","author":"Lemon","year":"2016","journal-title":"J. Mark."},{"key":"ref_51","doi-asserted-by":"crossref","first-page":"624","DOI":"10.1016\/j.jbusres.2020.01.042","article-title":"Measuring Customer Experience Quality: The EXQ Scale Revisited","volume":"126","author":"Kuppelwieser","year":"2021","journal-title":"J. Bus. Res."},{"key":"ref_52","first-page":"886","article-title":"Business Customer Experience in B2B2C Service Settings: A Scale Development","volume":"38","author":"Rejikumar","year":"2022","journal-title":"J. Bus. Ind. Mark."},{"key":"ref_53","first-page":"11","article-title":"Grounded Theory: An Effective Method for User Experience Design Research","volume":"1","author":"Khambete","year":"2010","journal-title":"Des. Thoughts"},{"key":"ref_54","doi-asserted-by":"crossref","first-page":"1091","DOI":"10.1080\/10447318.2024.2313273","article-title":"A Qualitative Exploration of a User-Centered Model for Smartwatch Comfort Using Grounded Theory","volume":"41","author":"Xu","year":"2025","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"ref_55","doi-asserted-by":"crossref","first-page":"547","DOI":"10.1177\/1049732305285972","article-title":"Grounded Theory: An Exploration of Process and Procedure","volume":"16","author":"Walker","year":"2006","journal-title":"Qual. Health Res."},{"key":"ref_56","doi-asserted-by":"crossref","unstructured":"Oktay, J.S. (2012). Grounded Theory, Oxford University Press.","DOI":"10.1093\/acprof:oso\/9780199753697.001.0001"},{"key":"ref_57","unstructured":"Corbin, J., and Strauss, A. (2014). Basics of Qualitative Research: Techniques and Procedures for Developing Grounded Theory, Sage Publications."},{"key":"ref_58","doi-asserted-by":"crossref","first-page":"377","DOI":"10.1007\/s11747-015-0460-7","article-title":"Customer Experience Management: Toward Implementing an Evolving Marketing Concept","volume":"45","author":"Homburg","year":"2017","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_59","doi-asserted-by":"crossref","first-page":"324","DOI":"10.26656\/fr.2017.8(5).292","article-title":"Customer Perceptions about Traceable Meat: Research from Northern China","volume":"8","author":"Ma","year":"2024","journal-title":"Food Res."},{"key":"ref_60","doi-asserted-by":"crossref","first-page":"305","DOI":"10.1080\/14780887.2020.1780357","article-title":"The Pursuit of Quality in Grounded Theory","volume":"18","author":"Charmaz","year":"2021","journal-title":"Qual. Res. Psychol."},{"key":"ref_61","unstructured":"Zhao, X., Cao, Z., and Zhang, H. (2012). Social Elements and Customer Behavior in Service Scenarios, Economic Science Press."},{"key":"ref_62","doi-asserted-by":"crossref","first-page":"751","DOI":"10.1007\/s11704-014-4155-x","article-title":"Effects of Smartphone Icon Background Shapes and Figure\/Background Area Ratios on Visual Search Performance and User Preferences","volume":"9","author":"Luo","year":"2015","journal-title":"Front. Comput. Sci."},{"key":"ref_63","doi-asserted-by":"crossref","first-page":"156","DOI":"10.1016\/j.apergo.2016.02.006","article-title":"What Makes Icons Appealing? The Role of Processing Fluency in Predicting Icon Appeal in Different Task Contexts","volume":"55","author":"McDougall","year":"2016","journal-title":"Appl. Ergon."},{"key":"ref_64","doi-asserted-by":"crossref","first-page":"864","DOI":"10.1037\/0033-295X.114.4.864","article-title":"On Seeing Human: A Three-Factor Theory of Anthropomorphism","volume":"114","author":"Epley","year":"2007","journal-title":"Psychol. Rev."},{"key":"ref_65","doi-asserted-by":"crossref","first-page":"3883","DOI":"10.1108\/IJCHM-11-2020-1256","article-title":"Impact of Anthropomorphic Features of Artificially Intelligent Service Robots on Consumer Acceptance: Moderating Role of Sense of Humor","volume":"33","author":"Zhang","year":"2021","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_66","doi-asserted-by":"crossref","first-page":"471","DOI":"10.1108\/09564231111155088","article-title":"An Expanded Servicescape Perspective","volume":"22","author":"Rosenbaum","year":"2011","journal-title":"J. Serv. Manag."},{"key":"ref_67","doi-asserted-by":"crossref","first-page":"858","DOI":"10.1016\/j.dss.2012.09.011","article-title":"Why Do Consumers Adopt Online Channel? An Empirical Investigation of Two Channel Extension Mechanisms","volume":"54","author":"Yang","year":"2013","journal-title":"Decis. Support Syst."},{"key":"ref_68","doi-asserted-by":"crossref","first-page":"103097","DOI":"10.1016\/j.technovation.2024.103097","article-title":"Smart Service Value: Conceptualization, Scale Development, and Validation in the Retailing Context","volume":"137","author":"Roy","year":"2024","journal-title":"Technovation"},{"key":"ref_69","doi-asserted-by":"crossref","first-page":"435","DOI":"10.1108\/JPBM-07-2015-0943","article-title":"Retail Brand Experience: Scale Development and Validation","volume":"25","author":"Khan","year":"2016","journal-title":"J. Prod. Brand Manag."},{"key":"ref_70","doi-asserted-by":"crossref","first-page":"336","DOI":"10.1287\/isre.1040.0032","article-title":"Internet Users\u2019 Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model","volume":"15","author":"Malhotra","year":"2004","journal-title":"Inf. Syst. Res."},{"key":"ref_71","first-page":"161","article-title":"Scale Development Principles and Practices","volume":"1","author":"Hinkin","year":"2005","journal-title":"Res. Organ. Found. Methods Inq."},{"key":"ref_72","doi-asserted-by":"crossref","unstructured":"Malhotra, N.K. (2006). Questionnaire Design and Scale Development, Sage Publications. The Handbook of Marketing Research.","DOI":"10.4135\/9781412973380.n5"},{"key":"ref_73","unstructured":"DeVellis, R.F., and Thorpe, C.T. (2021). Scale Development: Theory and Applications, Sage Publications."},{"key":"ref_74","doi-asserted-by":"crossref","first-page":"411","DOI":"10.1037\/0033-2909.103.3.411","article-title":"Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach","volume":"103","author":"Anderson","year":"1988","journal-title":"Psychol. Bull."},{"key":"ref_75","unstructured":"Wu, M. (2010). Questionnaire Statistical Analysis Practice\u2014SPSS Operation and Application, Chongqing University Press."},{"key":"ref_76","doi-asserted-by":"crossref","first-page":"467","DOI":"10.1016\/S0378-7206(01)00113-6","article-title":"Developing and Validating an Instrument for Measuring User-Perceived Web Quality","volume":"39","author":"Aladwani","year":"2002","journal-title":"Inf. Manag."},{"key":"ref_77","unstructured":"Nunnally, J.C. (1978). Psychometric Theory, Mcgraw Hill Book Company. [2nd ed.]."},{"key":"ref_78","doi-asserted-by":"crossref","unstructured":"Byrne, B.M. (2016). Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming, Routledge. [3rd ed.].","DOI":"10.4324\/9781315757421"},{"key":"ref_79","unstructured":"Hair, J.F., Black, W.C., and Babin, B.J. (2010). Multivariate Data Analysis: A Global Perspective, Pearson Education. [7th ed.]."},{"key":"ref_80","first-page":"117","article-title":"Measuring Retail Store Service Quality: The Disparity between the Retail Service Quality Scale (RSQS) and Comment Cards","volume":"19","author":"Simmers","year":"2015","journal-title":"Acad. Mark. Stud. J."},{"key":"ref_81","first-page":"297","article-title":"Measurement of Retailers\u2019 Price Images with a Multiple-Item Scale","volume":"16","author":"Zielke","year":"2006","journal-title":"Int. Rev. Retail Distrib. Consum. Res."}],"container-title":["Journal of Theoretical and Applied Electronic Commerce Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/0718-1876\/20\/2\/128\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,9]],"date-time":"2025-10-09T17:46:22Z","timestamp":1760031982000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/0718-1876\/20\/2\/128"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,6,3]]},"references-count":81,"journal-issue":{"issue":"2","published-online":{"date-parts":[[2025,6]]}},"alternative-id":["jtaer20020128"],"URL":"https:\/\/doi.org\/10.3390\/jtaer20020128","relation":{},"ISSN":["0718-1876"],"issn-type":[{"value":"0718-1876","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,6,3]]}}}