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.
Online grocery services evolution and trends: a bibliometric approach
(International Journal of Retail & Distribution Management, 2024-12-11) Khalek, Sk Abu; Samanta, Tamal; Behera, Chandan Kumar
Purpose Online grocery service (OGS) has significantly grown in recent years, particularly during the Covid-19 pandemic. This surge has attracted significant scholarly attention and resulted in many scientific articles in the last five years. Adopting a bibliometric review approach, this study attempts to comprehensively and systematically analyse the academic literature on OGS. Design/methodology/approach A Scopus search using pertinent keywords followed by PRISMA screening identified 384 relevant articles. Articles were analysed using VOSviewer and Biblioshiny, which employed citation and thematic analysis. Findings The study identifies the significantly impactful authors, articles, and journals. While the analysis reveals the evolution across four time-frames, it also highlights the clusters representing the literature strands. Six major themes are identified in the literature, and potential future research enquiries are suggested. Originality/value As the first study to include over 350 articles, it comprehensively represents the current state of the OGS literature, utilising performance and thematic analysis techniques. The article contributes significantly to the academic discourse surrounding OGS by synthesising and presenting diverse themes. Further, the future research questions provide a foundation for advancing the literature and guiding future scholarly work in the OGS domain.
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.