Browsing by Author "Khalek, Sk Abu"

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From expectations to frustrations”: Dissecting negative experiences to understand negative word-of-mouth in online grocery services
(Journal of Retailing and Consumer Services, 2025-05) Khalek, Sk Abu; Dey, Debasmita; Chakraborty, Anirban; Samanta, Tamal
This study investigates consumers’ grievances in online grocery service (OGS), a rapidly growing phenomenon. Employing netnography, organic negative reviews by consumers were collected from a third-party website. Topic modelling is employed to dissect those reviews to unveil dimensions of negative consumer experiences. Using SERVQUAL, this novel application of a well-established research approach offers a transparent, unbiased, and distinctive depiction of the phenomenon grounded in the expectation confirmation paradigm. The findings indicate that deficiencies in SERVQUAL dimensions drive negative consumer experiences. These insights offer practical implications for OGS providers to enhance service quality, mitigate negative word-of-mouth (NWoM), and improve consumer satisfaction.
Resistance to shared consumption: Exploring the interplay of access-temporality, economic-value, and anticipated regret in case of carsharing
(International Journal of Information Management, 2025-06) Khalek, Sk Abu; Chakraborty, Anirban
Although the concept of shared consumption has garnered considerable scholarly attention, there remains a notable paucity of research on resistance to carsharing. In particular, the crucial role of access temporality, long-term economic evaluation, and anticipated regret has not been studied previously. While the economic benefit is considered a pivotal determinant of carsharing adoption, the potential for negative evaluation when consumers engage in long-term assessments remains underexplored. Further, its contribution to anticipated regret and its subsequent effect on carsharing resistance has not been studied. Addressing the gap, this study draws upon mental accounting theory and regret theory to examine the role of access temporality and long-term cues in the economic evaluation of carsharing and its relationship with anticipated regret contributing to consumers’ resistance towards carsharing. To this end, Study 1 and Study 2 employed two 2 × 2 experimental designs to demonstrate that long-term cues significantly alter consumers’ perceived economic value of carsharing. They illustrate that access temporality and usage frequency affect consumers’ economic evaluations of carsharing and their intention to engage. Further, Study 3 analysed 417 survey data responses using PLS-SEM to reveal that lower economic value perception, anticipated regret, and status quo bias contribute to consumers’ resistance to using sharing. The results confirm the importance of access temporality and frequency of use influencing consumers’ perceived economic value of carsharing.