Eleonora Pantano's research while affiliated with University of Bristol and other places

Publications (163)

Article
This paper investigates older consumers in-store shopping experiences and the barriers that they face. The aim is to understand how new retail technologies (e.g., interactive in-store displays, self-service tills, robots etc.) can help seniors access satisfying, autonomous retail experiences, helping them to achieve a sense of inclusion in physical...
Article
Full-text available
This research draws upon the increasing usage of AI in service. It aims at understanding the extent to which AI systems have multiple intelligence types like humans and if these types arouse different emotions in consumers. To this end, the research uses a two-study approach: Study 1 builds and evaluates a scale for measuring different AI intellige...
Article
Full-text available
Luxury organizations have traditionally resisted technology, as they perceived it to be antithetical to the values of luxury. Recently, however, competitive and market pressures, compounded by the global pandemic, have prompted luxury organizations to utilize significant technological innovations to enhance their customer experience, mostly on an a...
Article
Both culture and age have a direct impact on consumers' shopping behaviour. Similarly, this paper explores consumers’ return behaviour in two different cultural contexts, China and Italy, characterized by low/high individualism vs. high/low collectivism. To this end, the research employs a qualitative approach based on semi-structured interviews co...
Article
This research aims at providing a new model of consumers’ personal space to limit the spread of contagious disease while shopping in person. To this end, it adopts an agents-based simulation approach to model consumers’ movements in the store during COVID-19 pandemic. Findings show the extent to which consumers’ contacts with others increase the ri...
Article
Purpose Patenting behaviour in the tourism sector has received little academic attention due to a wider belief that innovation in tourism commonly involves improving the services in ways that are hardly patentable. This paper aims to address this oversight by focusing on patent analysis as means to evaluate the innovation trends in tourism. Design...
Article
This paper revisits shopping centers' characteristics in the light of consumers' choices of actual centers in spontaneous online communications. We argue that modes of shopping centers marketing, which comprise a certain set of attributes to ensure consumers' choice, need to be updated to relate to new specific consumers' needs and choices, taking...
Article
Although emotions have been investigated within strategic management literature from an internal perspective, managers’ ability and willingness to understand consumers’ emotions, with emphasis on the retail sector, is still a scarcely explored theme in management research. The aim of this paper is to explore the match between the supply of new anal...
Article
This study aims to understand the extent to which a time of emergency, (e.g. the COVID-19 pandemic), impacts consumer behaviour in terms of risk and expectations. The methodology involves the systematic content analysis of 15,000 tweets collected from three countries (UK, Italy and Spain) in April 2020. The results suggest that the top-of-mind expe...
Article
Customer concentration inside a store is of pivotal importance for retail management, acquiring controversial contributions about the best number of consumers in the floor space to ensure an enjoyable and pleasant experience. Indeed, the excessive concentration of people (crowd) might discourage from shopping in that location, while on the other ha...
Article
In early 2020, the World Health Organization (WHO) developed the term “infodemic” to describe the velocity at which data can be exchanged among people, in a free virtual space where firms have limited control over the information diffusion. In particular, the diffusion of information on social media has analogies with the transmission (contagion) o...
Chapter
This book aims to explore and valorize marketing paradigms utilized by various western European countries in order to manage their tourism offerings and position them in the global tourism arena. The book aims to enhance tourism literature by examining and comparing contemporary marketing tools currently used in western- European countries' case st...
Article
Advances in artificial intelligence provide new tools of digital assistance that retailers can use to support consumers while shopping. The aim of this research is to examine how consumers react as a function of assistants’ appearance (human- vs. not human-like) and activation (automatic vs. human-initiated). We advance a model of sequential mediat...
Article
Purpose Retail management has acquired the attention of scholars and practitioners, with many international and prestigious journals specifically relating to the topic. Also, top-tier journals in other disciplines have proposed special issues on the new advances in retailing, with emphasis on the role of new and smart technologies. On the one hand,...
Article
The main goal of this research is to provide a comprehensive understanding of the actual progresses in artificial intelligence, with emphasis on chatbots as emerging forms of customer assistance in online retailing. Drawing upon an analysis of the chatbot patents in the past 20 years, our findings show the increasing technology push towards the ado...
Article
Emotions have been largely acknowledged as important drivers of many consumers' behaviors. They are usually recognized through particular facial expressions, body language and gesture. However, the increasing integration of automatic systems in retailing is pushing researchers to understand the extent to which these systems can support employees to...
Article
By drawing on social identity and stakeholders’ theories, this paper seeks to examine how universities co-create and manage their brand image and brand reputation through tapping into internal-stakeholders’ social network. This research utilises explanatory research design at the preliminary stage, and the subsequent model is examined via a positiv...
Article
Made available for free by Elsevier (open access): at: https://www.sciencedirect.com/science/article/pii/S0148296320303209 The COVID-19 pandemic (that started in early 2020) is causing several disruptions in the short- and mid-term, to which businesses have to adapt. Some retailers have reacted to the emergency immediately, displaying a plethora of...
Article
Full-text available
Past literature argued that the purchase of luxury goods is driven by people's motivation to conform or fit into our economic and social system. In this study, the authors focus on a new aspect of consumption, that is, renting instead of purchasing luxury goods, backed by the emerging opportunities of sharing economy platforms. Drawing upon the ana...
Article
Purpose The purpose of this paper is to explore the extent to which luxury brand retailers use new technologies as a tool for corporate marketing communication. Design/methodology/approach The authors used a multiple-case study approach consisting of five information-rich cases, with the similar characteristics of large firms selling luxury brands...
Article
The aim of this paper is to understand consumers’ perception of luxury hotel brands. To this end, the research evaluates consumers’ “big” visual data on TripAdvisor through a machine learning approach. Results shed light on the significant part of non-textual elements of the hotel experience such as pictures, which cannot be explored through tradit...
Article
The aim of this paper is to understand the extent to which a store building can function as a tourism attraction, using a large luxury department store as case research. The study draws upon the idea that people complete a hermeneutic circle to create an extraordinary tourism experience to share with others. The data gathering is based on the colle...
Article
To date, the diffusion of digital technologies is rapidly increasingly in the physical stores as prompt by the continuous advancements in technology and consumers' expectation of new technologies. To the authors' knowledge, the evaluation of the extent to which retailers are meeting this challenge is still at an early stage. Thus, the aim of this s...
Article
A number of studies have recently been published reporting researchers' efforts to create new, more efficient recommender systems to support tourists' decision making. This current research operationalizes a recommender system by filtering user-generated data that is abundantly available online, based on individuals' evaluation criteria, to produce...
Article
Purpose Prior research highlights the extent to which consumers largely appreciate the possibility to choose among different digital touchpoints during the in-store experience, which results in a pervasive introduction of digital touchpoints as the first point of contact between retailers and consumers. However, consumers also give value to the hum...
Article
This paper aims to explore the role of stakeholder engagement in the link between innovativeness and the final innovation outcome (i.e. innovative products) in the case of SMEs in the beverage sector. Four case studies based on small, family owned Italian producers of alcoholic beverages explore to what extent the concept of radical or incremental...
Article
Purpose Research into the introduction of innovative technologies directly at the storefront window is limited. The purpose of this paper is to model the behavioural attitudes and the subsequent benefits of, introducing innovative technologies to the storefront, while also considering the role of personal innovativeness in the decision process. De...
Article
Purpose Due to the emergent use of social media for marketing purposes, and the limited number of studies focusing on the use of social media by firms, the purpose of this paper is to explore the inclusion of social networks in the traditional 4Ps marketing mix model. Design/methodology/approach A sample of 20 small and large Italian liquor prod...
Book
“Contemporary, insightful and theory-based: Pantano and Dennis’ book is a must-read for academics, practitioners, students, and everyone who wants to know more about the current and future role of smart technology in retail operations.” Christoph Teller, Professor and Head of the Department of Marketing and Retail Management, University of Surrey,...
Chapter
Technology is becoming part of retail settings, by enhancing consumers’ experience with new exciting and attractive elements. Thus, the technology can be successfully integrated within the physical point of sale, outside the point of sale through interactive storefront windows or becoming more ubiquitous through mobile devices acting as interactive...
Chapter
This exploratory empirical study elucidates the concept of the ‘augmented store’, namely a physical retail store modified to accommodate AR technology. It extends previous research into immersive environments and technology-enhanced stores from experimental laboratory settings to a real-life scenario with participating consumers. Qualitative data f...
Chapter
The new technologies modify both customer behavior and corporate approach to the retail process by changing both the way consumers access and consumption of information. In this scenario, a huge number of “contactless technologies” are emerging as the most promising direction for supporting automatic payment and self-checkout. Similarly, ubiquitous...
Chapter
In the previous chapters, we proposed frameworks to evaluate retailers’ adoption of smart retailing approaches, with related benefits and risks. We also considered the smart approach at store level, with a new smart store framework. In this chapter, we will evaluate the retail strategy of an exemplary retailer to provide a real-world case study of...
Chapter
This book has explored three main concepts: (1) what smart retailing means, (2) why smart retailing matters, and (3) how to put smart retailing into practice. This final chapter concludes the book by providing a summary of these three concepts as discussed throughout the previous chapters.
Chapter
In a scenario where technologies are potentially beneficial for both consumers and retailers, store experience changes as consumers interact with store elements driven by the interactive technologies, and by the social interactions that consumers engage in within the store, including with friends, other consumers, and sales personnel.
Chapter
Retailing is continuously affected by the constant progresses in technology. However, the huge availability of supporting technology does not imply an understanding of retailing as an innovative sector. This chapter analyzes in detail the innovation push force, in terms of inventive effort and patented innovations that characterize the sector as an...
Chapter
Although the rapid advances in technologies and the changeable consumers’ interests and demands make predictions of the future of retailing and stores difficult, we might address some future development directions based on the current efforts in research by scholars and practitioners. This chapter addresses three main areas that are likely to be af...
Chapter
Where does smart retailing come from? Why is it important for retail management? This chapter aims at replying to these questions by describing the emergence of the phenomenon of “smart retailing” as part of the broader concept of “smart city”, and how some technologies and their smart usage might characterize smart retail in order to improve the q...
Chapter
The characteristics of luxury retailing (including the financial resources required and the need to provide superior experiences and exclusivity to consumers) make this sector subject to innovative forces, as is retail in general. This chapter introduces recent research evaluating the extent to which luxury retailers are reluctant or willing to int...
Chapter
The importance of students' preparedness to work immediately after university, industry demand of specific graduates, and current trends in marketing studies are pushing university to reconsider their traditional marketing programs by including more interdisciplinary perspectives, such as innovation and technology management. However, innovation th...
Article
Purpose Consumers online interactions, posts, rating and ranking, reviews of products/attractions/restaurants and so on lead to a massive amount of data that marketers might access to improve the decision-making process, by impacting the competitive and marketing intelligence. The purpose of this paper is to develop understanding of consumers onli...
Article
Previous studies have demonstrated the extent to which an analysis of patent growth can be used to study the innovation level of a certain industry, national competitiveness in terms of technological innovation, and the inventive capacity in a specific domain etc. In terms of the retail industry, there is a propensity for patenting and an increasin...
Article
Purpose The purpose of this paper is to devise a comprehensive framework of the emergent shopping experience as the result of the combination of store access and the use of communication technologies, particularly social media. Design/methodology/approach The paper builds on a set of 20 semi-structured interviews to London-based young consumers ag...
Article
The aim of this paper is to explore how luxury brands use new technologies in the context of smart retailing. Building on qualitative data from multiple cases from the luxury industry, our analysis reveals that this sector is conscious of the benefits of using smart technologies as marketing tools, while the effective use of these innovative system...
Article
Purpose This study develops the idea of smart retailing, exemplified in innovative, technology-enriched retail services as part of service-oriented strategies. In particular, the purpose of this paper is to provide a new integrated framework to understand the emerging retail scenario based on the smart usage of technologies to improve retail servic...
Chapter
The new technologies modify both customer behavior and corporate approach to retail process, by changing both the way consumers access and consumption of information. In this scenario, a huge number of “contactless technologies” is emerging as the most promising direction for supporting automatic payment and self-checkout. Similarly, ubiquitous ret...
Article
Retail literature reports considerable research on the role that technology has played in retailing as an enabler of change, with emphasis on the shifting of power from retailers to consumers. While scholarly attention has been paid mainly to investigating the current scenario in order to predict future trends and preview retail settings for the co...
Article
Although online stores extend the traditional offer of the brick and mortar ones, the limited possibilities to virtually try the product before the effective buying makes the online purchase decision a complex process for consumers. Therefore, online retailers face new challenges for supporting consumers consisting of the introduction of advanced t...
Article
Full-text available
The increasing amount of user-generated content spread via social networking services such as reviews, comments, and past experiences, has made a great deal of information available. Tourists can access this information to support their decision making process. This information is freely accessible online and generates so-called “open data”. While...
Chapter
The past decade has ushered in a growth of interest on technology-based innovation strategies for improving marketing management. The consequence has been the adoption of different approaches for marketing strategies. More recently, literature has developed significant understanding about how marketers may better influence consumers through innovat...
Chapter
Continuous progress in information and communication technology is changing the retail industry, by building a new changeable competitive scenario. The aim of this paper is to provide a clearer understanding of the innovative forces affecting the sector, by focusing on the evaluation of innovation through patent analysis. These measurement tools co...
Article
Full-text available
The retail setting is characterized by an increasing usage of advanced and interactive technologies (i.e. mobile apps, Near Field Communication, virtual and augmented reality, etc.) based on high connectivity, ubiquitous and contactless systems that enhance and support consumer shopping experience. As a result of the consumers’ interaction with tec...
Article
Competitiveness and complexity in the retail industry are increasing due to rapid technological changes and diffusion. Patent analysis is largely used in innovation studies to assess and monitor technological changes in different sectors. The aim of this paper is to provide a comprehensive view of the innovative forces affecting the retailing secto...
Article
Full-text available
This paper investigates the impact of the innovations held by the introduction of advanced technologies into the points of sale. In particular, it explores the sense of sociality emerging while integrating social networks, with emphasis on the quality of social interactions while shopping. The aims of this paper is to investigate the impact among s...
Article
The emerging retail culture is characterized by the extensive use of mobile technologies, high connectivity, ubiquitous computing and contactless technologies, which enable consumers to experience shopping differently. In fact, innovative mobile technologies provide new tools (apps) which are able to separate the moment of purchase from the moment...
Article
Although previous studies identified the importance of storefront windows on consumer's entry decision, there is still a lack of research on engaging consumers at the storefront through the integration with interactive technologies. The purpose of this study is to carry out an exploratory investigation into the consumers preference for a certain st...
Article
Purpose – The innovation success requires a deep understanding of risks and benefits of the process, as well as of the best moment for innovating. The purpose of this paper is to explore the current retailers’ choice of innovating in terms of being the first innovator imitating competitors’ innovations, by declining the benefits and risks associate...
Article
Purpose The purpose of this paper is to examine the determinants of users’ simulated experience in a virtual store and to show the subsequent impact of that experience on engagement. The outcome of that engagement is examined in relation to enjoyment, satisfaction and purchase intentions. Design/methodology/approach The method comprised an experim...
Conference Paper
The retail industry is continuously affected by advances in digital technologies, which dramatically change the competitive scenario. On the one hand consumers expect to find technology-enriched retail environments, on the other, retailers achieve advantages through the use of new tools for market seizing and sensing. The aim of this paper is to pr...
Article
The rapid diffusion of more channels for shopping posits new challenges for retailers, who need to compete in a complex environment for avoiding the problem of consumer cross-channel free riding. To discourage this behaviour, we propose a new environment where one retailer simultaneously handles more channels. The emerging integrated environment wo...
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Full-text available
Current advances in technology provide new tools for enhancing the quality of retail service and the subsequent consumers' shopping experience. The large availability of advanced systems, the speed of diffusion and the uncertainty involved in the process force retailers to reconsider how and when introduce these innovations for achieving an advanta...