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

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.