Self‐reporting vs. observation: some cautionary examples from parent/child food shopping behaviour

Most studies on decision‐making in relation to consumption are based on self‐reported behaviour. This approach assumes that consumers can account for their decision‐making processes. However, several studies show that consumers are not always aware of what happens when they purchase goods because of the role of habit and routines, or a lack of willingness to account accurately for their purchases. A clear example of this is family decision‐making about food shopping. It is well documented that parents know that their children influence what they buy in supermarkets but it is also found that parents and children do not agree on just how much influence children have. Thus, a gap exists in the knowledge about what is actually happening in this grey zone of grocery shopping which seemingly cannot be solved through retrospective data collection. Family shopping is neither a completely rational nor conscious process, which makes the use of self‐reported behaviour problematic. This study discusses the limits of survey and interview approaches to parents' and children's shopping decisions in comparison with observations. An observational study of parent/child supermarket shopping in Denmark is used to exemplify the strengths of observation. Findings show that both parents and children are juggling a number of roles and apply a range of negotiation strategies which can explain why it is hard to account for who decided what afterwards. The article concludes that mapping certain types of consumer actions calls for other methods than self‐reported behaviour.     

Outshopping Through the Internet: A Multicountry Investigation

ABSTRACT

From the viewpoint of trade leakage for local retailers, Internet shopping bears a similarity to traditional outshopping, in the tendency to shop outside the consumer's immediate shopping areas. Yet, the relationship between consumer outshopping?related characteristics and preference for Internet shopping has received little, if any, research attention. We investigate this relationship using survey data from consumers in three countries—the United States, India, and Korea. According to the results, consumer in-home shopping proneness and perception of time pressure are positively related to consumer preference for Internet shopping mode. In contrast, consumer support for local shopping and orientation toward time management are negatively related to Internet shopping preference. Other findings and managerial implications are also reported.     

The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies

In many emerging economies and developing countries, comprising consumers from different cultures and with varying degrees of sophistication (knowledge and skill) concerning consumer protection, the promotion of consumers' rights to develop a consumer‐oriented culture remains a very big challenge. One way of protecting the consumer, especially the consumer that has not been fully socialized to execute informed decisions when purchasing expensive durables, is by establishing a redress environment that would ensure fair redress as well as an understanding and appreciation of the consumer. Manufacturers and retailers are often not aware of the performance failures that consumers experience concerning their products because many people do not communicate their dissatisfactions to them. However, unless and until manufacturers and retailers fully comprehend their customers' complaint behaviour, their reasons for engaging in specific complaint behaviour and the reasoning (cognitive processes) and emotional processes behind their behaviour, they will not recognize the link between complaint handling and customer loyalty and profits. The purpose of this paper was to develop a theoretical conceptual framework that would enable consumer scientists, consumer consultants, consumer behaviour researchers and those with the responsibility of handling consumer complaints to explore and understand consumer complaint behaviour in its entirety. We argue that, to be able to establish and manage a redress environment that is characterized by an understanding of the specific consumer as well as by effective complaint behaviour handling, it is of the utmost importance that the manufacturer, retailer, consumer consultant and all those that work with consumers' complaints understand the entire complaint process, including the underlying cognitive and emotional processes as well as the consumer's post‐complaint perception of justice and his/her satisfaction with the complaint handling. It is also important to understand the role that consumer‐, product‐ and redress environment‐related variables play in consumer complaint behaviour. The consumer who blames the retailer for the problem and who probably feels angry about the situation and decides to complain will expect redress. From a consumer's viewpoint, complaint‐related justice is, however, not only a matter of economic calculus but also a matter of procedure and interaction. We therefore argue for a holistic approach where consumer complaint behaviour is addressed in its entirety. Practical suggestions that could enhance customer satisfaction are given for manufacturers, retailers and those who deal with consumers' complaints.     

The influence of children on parental purchases during supermarket shopping

Children are assuming larger roles in household consumer decisions and have also emerged as independent consumers, thus forming an increasingly powerful market segment. Children can be seen as forming, first, a primary market; second, as influencers on their parents’ decision making; and third, as potential future adult consumers. The second role is the main focus of this paper, centring on supermarket purchases. Using focus groups and in‐depth interviews, this study explores the influence of children on supermarket shopping. Participants included parents and children of families in Midlothian, Scotland. The results showed that children have a significant influence on supermarket product purchases. The factors which influence children's product preferences are analysed, and their ability to relay their choices to their parents is considered.     

Exploring the relationship between consumer knowledge and purchase behaviour of value‐based labels

Despite an increasing market presence, little research has been conducted regarding consumer‐purchase behaviour of food products bearing ‘value‐based’ labels. Moreover, as the effectiveness of these labelling formats is dependent upon consumer's knowledge of their existence, this paper aims to explore the relationship between knowledge, openness to experience (i.e. validated personality trait related to intellectual capability) and purchase behaviour upon consumer behaviour in this context. Using structural equation modelling techniques, causal influences on purchases of fresh meat bearing ‘value‐based’ labels are identified and three multi‐attribute attitude models are proposed. The paper concludes that these labels are of value to consumers and that product knowledge plays a significant role in aiding purchase decisions. Consequently, marketing communication implications arising from the proposed multi‐attribute attitude models are discussed.     

Consumer purchase behaviour of irradiated beef products: a simulated supermarket setting

In December 1997, the US Food and Drug Administration approved the use of irradiation to kill harmful bacteria in beef. As a result of limited information about consumers’ potential response to implementation of this technology, a supermarket simulation setting (SSS) test was conducted to assess consumer purchase behaviour. The objectives were to determine consumers’ willingness to purchase irradiated beef products when provided with information at the grocery store level and consumer's perceptions towards irradiated beef. Primary household grocery shoppers (n = 207) in Griffin, Georgia, USA who consumed beef at least twice per week participated in the study. Ground beef, ground chuck, top round steak and rib eye steak were displayed in refrigerated cases in either traditionally labelled packages (non‐irradiated) or in packages labelled as irradiated. Irradiated and non‐irradiated beef had the same unit price. Participants were instructed to purchase two packages of each cut on their first shopping trip; they then shopped a second time after an informative poster about irradiation had been placed in the display cases. The results indicated that irradiation information displayed on the poster at the point of purchase was effective in causing significant change in beef purchase behaviour. The information caused some consumers who had bought traditional packages initially to buy irradiated packages subsequently while others who bought irradiated packages initially subsequently bought traditional packages. Hence, the net effect of the information was minimal. A mean test across form/cut showed that consumers did not differentiate between the ground form and the muscle form in selecting irradiated packages.     

Elderly consumers and their food store experiences

The population of the world is ageing and the number of people aged 60+years in the United Kingdom (UK) and Ireland is increasing. Advancing age brings about changes in consumers needs, wants and ability. One need which is continuous, regardless of age is the need for food. For some consumers age-associated changes can limit their access to food, thus compromising their nutrition and health. As a consequence there is a real need to provide older consumers with a more supportive environment by providing adequate opportunities to access a range of affordable food products. Access to food involves a process which includes the provision of adequate retail facilities within easy access to home, the selection and opportunity to purchase products, having the financial means to cover all the costs incurred and be able to prepare and consume the food. It is when access is restricted or limited that food provision becomes an issue of consumer disadvantage and warrants investigation. This is not the case for all consumer segments of the population, but one group proven to be affected are older consumers. The aim of this research was to determine the behaviour and experience of older consumers in Northern Ireland (aged 60+) during the food procurement process and to make some recommendations to minimise older consumer detriment.Data collection involved four focus groups with older consumers aged over 60. Each focus group consisted of eight to ten adults and was carried out in a familiar social setting. The qualitative findings are supported by preliminary results from a consumer questionnaire (n=791), which documents and explores quantitatively the experiences described in the focus groups. The consumer questionnaire was analysed using the Statistical Package for Social Science (SPSS) version 15.Both the qualitative and quantitative results have identified shopping patterns and motivations fuelling purchase decisions among this age group, and show that older people face a range of positive and negative experiences when accessing food. The majority of older consumers in Northern Ireland shop on a weekly basis in one of the UK multiple food retailers. Negative factors identified by this age group include a dependence on others in order to physically access food shops (35%) and also 35% face in-store difficulties such as store size and changing layout. Positive factors associated with food shopping include friendly and helpful staff and the provision of additional facilities; e.g. a post office or chemist. Whilst it is recognised that older consumers are not a homogeneous grouping, for the purpose of this paper they are considered as one group and recommendations are made to improve the food shopping experience of older consumers. Practical guidance has been proposed for food retailers and Government policy makers in an attempt to overcome the problems and limitations that restrict food access for this consumer group, e.g. by proving additional in-store assistance, minimising multi-purchase promotions and improving product labelling.     

Main-format dominance in consumers’ FMCG cross-format shopping patterns

Although cross-format patronage has become a common phenomenon in markets for Fast Moving Consumer Goods (FMCG), research on consumers’ specific cross-format combinations is limited. We study such shopping patterns by focusing on retail format utilization. A qualitative pre-study demonstrates consumers’ patronizing combinations of typical retail formats in FMCG with main-format usage and provides underlying differences in consumers’ perceived shopping utility for cross-format selection, which results from their utilized main-format. Our quantitative study reveals three clusters with main-format dominance, that is, mainly supermarket, discount store, and hypermarket shoppers complementarily utilizing fill-in formats to a much lesser extent. Whereas we found high inter-format loyalty in each consumer group, intra-format loyalty significantly varies between clusters. ANOVA and post hoc-tests concerning perceived shopping utility dimensions show that consumers’ perceived acquisition utility rather than perceived transaction costs significantly differs between consumer groups.     

Assessing the Impact of Price Promotions on Consumer Response to Online Stockouts

The recent growth of e‐commerce technologies has disrupted the traditional retail environment, leading to more consumers shopping online. While the manner in which consumers shop is changing rapidly, our understanding of how changing consumer behaviors affect retail supply chain management is lacking. In particular, our understanding of how consumers react to stockouts in an online shopping environment remains unclear. Making the challenge even more difficult is the fact that price promotions are heavily used to attract consumers in an online retail environment where consumer switching costs are low. This research develops a theoretical framework, based on expectation‐disconfirmation theory, to explain the effect of price promotions on consumer expectations of product availability and their reactions to stockouts in an online retail environment. Surprisingly, our findings suggest that consumers are actually less dissatisfied with a stockout of a price promoted item than a nonprice promoted product and are less likely to switch to another retailer's website. These findings may suggest that price promotions actually create a type of switching cost in the online retail environment, leading to interesting implications for researchers and supply chain managers.     

Retail Centres: Location and Consumer's Satisfaction

Analysts rarely consider that commercial malls offer a global service to the consumer. It is commonly assumed that the consumers' decision concerning the place they choose usually for shopping depends essentially on the distance to the mall. This paper shows that, for such decisions, the consumer's satisfaction (an indicator widely used for evaluating the quality of a service) plays at least an equally important role in metropolitan areas where commercial zones are numerous enough to lead consumers to choice decisions. How the consumer builds up his/her satisfaction is the second point of this article. Different aspects (perception of shopping possibilities, expected pricing practices, general global environment) of each commercial zone do combine in the consumer's mind producing satisfaction or dissatisfaction. In these combinations, access conditions appear clearly to play a secondary role. It confirms that the two variables (access and satisfaction) are independently assessed by consumers. The city centre pedestrian streets are generally evaluated by the consumers with the same criteria as the outer commercial malls but they differ on some important aspects. These differences distinctly arise from specific consumers expectations towards the two kinds of commercial zones.     

Communicating nutrition information at the point of purchase: An eye‐tracking study of shoppers at two grocery stores in the United States

Providing nutrition information at the point of purchase is one approach that can be used to help consumers adopt and maintain a healthy diet. Previous research has examined consumer self‐reported notice and use of the information as well as how the design of the information affects its attention and use in a laboratory environment using eye‐tracking methodology. This study advances the literature by applying eye‐tracking methodology to explore consumer visual and choice behavior in a real shopping environment, and by recognizing that nutrition information competes with other visual stimuli in the store and consumers are vulnerable to a “limited attention span” for nutrition information in a shopping setting. Data came from a cross‐sectional survey conducted in two grocery stores in the United States in July 2014 with a convenience sample of 60 grocery shoppers while they were selecting and buying items from one of three product categories (ready‐to‐eat cereal, snacks, and soup). The study finds that point‐of‐purchase nutrition information faced strong competition for participants’ attention from other visual elements in a real shopping environment and the attention is dominated by nonnutrition elements, particularly brand/product name, product imagery, and product pricing. Nutrition‐related information, on the other hand, received much less attention, with claims and front‐of‐package nutrition symbols seen by more participants than the Nutrition Facts label. The study suggests that to more effectively enable nutrition information to “catch the eyes” of shoppers at the point of purchase, increasing consumer exposure to the information and enhancing shopper education may merit further investigation.     

Retailing to the “grey pound”: Understanding the food shopping habits and preferences of consumers over 50 in Scotland

The number of older people is growing globally and therefore there is an implication for providing products and services to facilitate access to nutritious food, considered fundamental for maintaining health and independence. Historically, older consumers have been unattractive to marketers, however improved finances and lifestyles indicate the “grey pound” has the potential to become lucrative. This exploratory research seeks to identify the current expectation of Scottish older consumers in relation to the products and services available in the supermarket and food retailers. A questionnaire was distributed to participants aged over 50 years in Scotland to voice the opinion of the older consumer in relation to shopping experience and availability of product. The results support previous research indicating the improved lifestyles of older consumers, demonstrating that previous perceptions of older people as impoverished and immobile are not representative of this group. This study contributes to the demand for more information on older consumers׳ food shopping habits and preference in Scotland. It attempts to provide useful recommendations for supermarkets and food retailers in fulfilling the needs of this rising consumer segment. This research concludes that supermarkets could improve access to both products and services to meet the demand from this growing segment of society, through better understanding of their requirements in terms of customer service, shopping experience, product size, price, access and mobility.     

Supermarket suggested shopping lists (SSSL), promotions and grocery purchases

This study examines the effect of providing or not providing millennial consumers with a supermarket suggested shopping list (SSSL). At the same time, it tests the effect of providing consumers with a large number of in-store promotions versus no promotions. The study also assesses the moderating effect of price concerns on both expenditure and the satisfaction attained after a shopping trip. The results of an experimental design with 240 subjects in a simulated supermarket setting show that SSSL users spend less, and that heavy supermarket promotions increase purchases. However, if an SSSL is provided while products are highly promoted, this decreases consumer satisfaction. Offering consumer promotions to millennials without providing an SSSL results in the highest level of store sales. Findings of this study will be of interest to retailers willing to offer a shopping list service to supermarket customers with the purpose of increasing loyalty.     

What you touch,touches you: The influence of haptic attributes on consumer product impressions

The present research builds upon the touch literature to show that the salience of haptic product attributes related to product surface texture (smooth, rough) and weight (light weight, heavy weight) influence consumer product impressions. We propose that haptic cue congruity across texture and weight drive consumer product impressions depending on a consumer's need for touch (NFT). We show that high autotelic‐NFT consumers who touch for sensory pleasure enjoyed the incongruity between smooth texture and heavy weight haptic cues, and consequently showed favorable evaluations towards exciting brands. In contrast, low autotelic‐NFT consumers prefer the anticipated match between smooth texture and light weight haptic cues, which conformed to their expectation about the nature of a sophisticated brand personality. Further, we show how the interactive effect of haptic attributes and a consumer's autotelic‐NFT on willingness to purchase is mediated by product personality. Implications for theory and practice are discussed.     

Store environment and consumer purchase behavior: Mediating role of consumer emotions

This article presents a large-scale cross-sectional field study of the effect of store environment on consumer emotions and the resulting influence on aspects of consumer behavior with actual shopping behavior used as an example. Cast into a stimulus–organism–response framework, the results suggest that a consumer's emotions can be a mediating factor in the purchase process. In this study, we identify and explore how store environment and emotional states may influence various dimensions of purchase behavior. This research confirms that although cognitive factors may largely account for store selection and for most planned purchases within the store, the environment in the store and the emotional state of consumers may be important determinants of purchase behavior. This research has many pragmatic applications, because pleasure was associated with the amount of money spent and affinity for the store, whereas arousal was associated with money spent in the store, time spent in the store, and the number of items purchased in the store. © 1997 John Wiley & Sons, Inc.     

Estimating the effects of nutrition label use on Canadian consumer diet‐health concerns using propensity score matching

The overarching goal of nutrition labelling is to transform intrinsic credence attributes into searchable cues, which would enable consumers to make informed food choices at lower search costs. This study estimates the impact of nutrition label usage on Canadian consumers’ (n = 8,114) perceived diet‐health concerns using alternative propensity score matching (PSM) techniques. We apply a series of tests and sensitivity analyses to overcome issues of endogeneity and selection bias frequently found in studies of diet‐health behaviour and to validate the impact of exposure to nutrition facts labels for users vs. non‐users. Our results support the notion that consumer uncertainty and related food‐health concerns are linked to their information behaviour, but not in straightforward manner. Dominant subjective food attributes, such as taste, convenience and affordability, may in fact outweigh the benefits of information about healthier, alternative food choices. In order to change dietary health behaviour, food manufacturer and policy makers alike need to adopt communication instruments that better account for differences in preferences, shopping habits and overall usage patterns of nutrition labelling information.     

Budget over health unless overweight: A Solomon four‐group study

Budget and health motivations for food purchase (e.g., discounts and health consciousness, respectively) affect consumer choice while shopping and well‐being afterward. However, not all findings from research have suggested that discounts/taxations on healthy/unhealthy food encourage health‐conscious food choice. On the other hand, the consumer behaviour line of research on the influence of front‐of‐package health messages has mostly echoed similar results that such communication leads to overconsumption; thus, obesity. We examined the influence of market practices targeting consumers’ budget and health‐related motivations for food purchase in a 2 (price: recommended retail price, discount price) × 2 (product: regular potato chips, potato chips with ‘75% less saturated fat’) experiment using six Solomon four‐group designs. Our results indicate that overweight consumers are not prone to discounts, unlike their normal‐weight counterparts. A price cut nullifies the influence of health messages on purchase intentions among normal‐weight buyers when the regular and healthier packaged foods are both on discount.     

What does luxury really mean to millennial consumers?

The aim of this study was to determine how millennial luxury consumers define luxury based on a holistic systems theory perspective. The human ecosystem and its components were used to fully investigate the system of the millennial luxury consumer. A mixed methodology was used by conducting interviews and then a consumer survey. Based on the findings from this research, the definition for luxury based on the view of the millennial luxury consumer is as followed: Luxury is the characteristics of the product themselves, addresses the consumer's personal needs, and addresses the consumer's social needs. This study suggests that the ecosystem of the millennial luxury consumers, including its environments and interactions, helped in constructing their definition of luxury. This definition delivers millennial luxury consumer insights for luxury retailers and may provide strategic adaptations to help attract and retain millennial luxury consumers, while also supporting business sustainability in a challenging retail environment.