Consumer complaint behaviour in the children's wear market in the U.S.

The purpose of this study is to gain a better understanding of consumer complaint behaviour in the children's wear market. Based upon an economic framework of complaint behaviour, the relationship between selected consumer and product characteristics and complaint behaviour for children's wear was examined by estimating separate logistic regression equations for private and public complaint actions. Variables found to be associated with complaint actions included the price of the item, income, level of dissatisfaction, garment type, family size and age of the youngest child. The results have specific implications for apparel marketers and provide an application of the complaint model to a product category that has not been investigated previously.     

Consumer shopping value, satisfaction and loyalty in discount retailing

To date, few researchers have conducted comprehensive examinations of the relationships between consumer shopping value, satisfaction and loyalty in retailing. Further, the majority of extant research has been limited to upscale retail sectors where the role of the salesperson is crucial and long-term relationships are common. In order to extend the findings of previous research to additional retail sectors, the current study investigates the complex interrelationships between utilitarian and hedonic shopping value and important retail outcomes for discount retailers. Utilitarian and hedonic shopping value are found to influence key outcome variables including satisfaction, loyalty, word of mouth communication and share of purchases in the highly competitive discount retail sector.     

Consumer satisfaction of retirees: products and services

This study was designed to assess the nature and extent of consumer satisfaction of retirees at two stages of retirement: Stage I, age 60–69; Stage age 70 and above. This cross-sectional mail survey study contained 196 retiree households selected at random, representing retirees who had been retired for at least 1 year and were 60 years of age or older. Results indicate that retirees are in fact a heterogeneous group of consumers who are generally self-reliant, with varying consumer problems and varying reasons for those problems. Results of this study, collectively, lend support to the notion that age alone is not an appropriate way of studying consumer concerns of retirees. Additionally, retirees' stage of retirement has no significant relationship to the person responsible for the weekly household shopping. Finally, reasons for consumer dissatisfaction are not related to the weekly household shopper.     

An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing

Grocery retailers aim to satisfy customers, and because grocery shopping trips are frequently recurring, they must do so continuously. Surprisingly, little research has addressed satisfaction with individual grocery shopping trips. This article therefore develops a conceptual framework for analyzing customer satisfaction with individual grocery shopping trip experiences within an overall ‘disconfirmation of expectations model’ of customer satisfaction. The contribution of the framework is twofold. First, by focusing on satisfaction with individual grocery shopping trips, previous research on satisfaction is extended to a context marked by frequently recurring, often tedious and routine activities. Understanding what causes satisfaction/dissatisfaction with individual shopping trips is required to explain overall, cumulative satisfaction with a retailer, which has been the focus of prior research on satisfaction in the retailing literature. Second, the framework synthesizes and integrates multiple central concepts from different research streams into a common framework for analyzing shopping trip satisfaction. Propositions are derived regarding the relationships among the different concepts in the framework and suggestions for future research are offered.     

Consumer shopping value: An investigation of shopping trip value,in-store shopping value and retail format

Although delivering value is the key for retailers to create new competitive advantages, the literature on consumer shopping value is fragmented and findings are inconsistent. This study aimed to understand consumer shopping value in-depth by examining consumer shopping processes and experiences in two retail formats: mass merchandisers and department stores. This study conceptualizes consumer shopping value as having two components: shopping trip value and in-store shopping value. Shopping trip value is originated by fulfillment of general shopping motivations, and in-store shopping value stems from retail elements that create in-store shopping experiences that consumers have in specific retail contexts. Five shopping trip value dimensions and six in-store shopping value dimensions are identified from the in-depth interviews. The findings highlight how consumer shopping value is a complex and context specific construct.     

Consumer emotions: Determinants and outcomes in a shopping mall

The present study aims to provide a deeper understanding of consumers’ emotions in a shopping mall by taking into account its two dimensions i.e. pleasure and arousal. The conceptual model is developed by considering a few unexamined determinants (namely perceived human and spatial mall crowding, promotional events, and co-visitors) and outcomes (namely repatronage and positive word-of-mouth) of arousal and pleasure. The responses (n=346) are collected by using a mall-intercept technique. Results of structural equation modeling reveal positive linkages between determinants and outcomes of pleasure and arousal. Overall, the work extends and complements the extant literature by delineating the role of various social cues and promotional cues on consumers’ pleasure and arousal in a shopping mall setting. Theoretical and managerial implications are further discussed.     

Consumer price awareness in food shopping: the case of quantity surcharges

Quantity surcharges, higher unit prices on larger sizes than smaller sizes, are often found among grocery items. In this study we consider the question of why consumers buy surcharged goods. We hypothesize that it is the consequence of a failure to price search, and that some buyers purchase larger sizes in the belief they are cheaper, thus avoiding the need for price comparisons. In the analysis we examine canned tuna, using 1990 data from 54 grocery regions on sales, prices, and consumer demographics. Results support the hypothesis. We find evidence that buyers of surcharged items are mainly those with high time and information costs.     

Consumer values,the theory of planned behaviour and online grocery shopping

Taking a hierarchical value‐attitude‐behaviour approach, this study empirically tests relations of consumer personal values, attitude, social norm, perceived behavioural control (PBC) and willingness to buy groceries online. The study distinguishes three groups of consumers: consumers who have not yet bought anything on the Internet; consumers who have bought something on the Internet – but not groceries; and consumers who have bought something on the Internet – including groceries. Data were collected from an online survey of Swedish consumers (n = 1058) using self‐administered questionnaires. The findings suggest that consumers may link personal values to attitude towards online grocery buying – but also that this relation may be moderated by whether the consumer previously has carried out an online purchase or an online grocery purchase.     

The impact of age in the generation of satisfaction and WOM in mobile shopping

M-commerce in Spain is in its early stages and firms will be interested in knowing the factors that affect recommendation (word of mouth – WOM) of an m-purchase. In this research, we will study perceived entertainment and group influence (subjective norms) in purchase as determinants of satisfaction with m-shopping and WOM. There is some research studying WOM in an m-commerce context, but no study has considered the role of the age in the Spanish case. To that aim, we will make a distinction here between young adults (individuals under 25 years old) and adults (individuals over 25 years old) that already have an m-shopping experience, presenting factors that most influence WOM about m-shopping. With information obtained from 447 Spanish m-buyers, we have found that the perceived entertainment has higher importance for young adults and the subjective norms are crucial for adults. Satisfaction is a relevant determinant of WOM in both m-buyers groups. Results indicate interesting implications for the companies and the literature, as well.     

购买新激情：引爆中国内陆市场的巨大潜力

2008年和2009年上半年,中国内陆和三四线城市GDP增速是北上广深等一线城市GDP增速的1.5-2倍。75%的城镇人口生活在这些城市,为企业提供了新的利润增长空间。在此情况下,希望可以为众多广告主提供更多对于本地消费者的洞察,找到新的增长点,制作出新的市场策略和传播手段,共同逆势而上,摆脱困顿。     

Consumer normalcy: Understanding the value of shopping through narratives of consumers with visual impairments

This paper extends our understanding of the symbolic and experiential value of shopping. By exploring the narratives of consumers with visual impairments, consumer normalcy is shown to be an important value of shopping implicit in discussions of shopping experiences. The informants often achieve consumer normalcy, which they reveal consists of four dimensions: participating or being-in-the-marketplace (I am here), achieving distinction through the marketplace (I am me), demonstrating competence and control (I am in control), and being perceived as an equal in the marketplace (I belong). The consumer normalcy construct reveals to readers how shopping experiences contribute to identity and the tension between acceptance by others and individual agency. Reality differs between informants, but their collective realities inform how consumers realize their self and consumption aspirations by shopping.     

Examining shopping mall consumer decision-making styles,satisfaction and purchase intention

Understanding consumer decision-making (CDM) styles is essential for market segmentation, positioning and crafting marketing strategies within a market. Few studies have examined the structural relationship among decision-making styles that consumers exhibit during mall shopping, level of satisfaction and purchase intention. The purpose of this study was to examine CDM styles as the antecedents and predictors of level of satisfaction and purchase intention. Based on the Consumer Styles Inventory, eight CDM styles that individual exhibit during shopping mall activities are proposed in terms of utilitarian and hedonic perspectives. We hypothesize these eight CDM styles as a set of predictors of customer satisfaction and purchase intention. A total of 327 valid paper-and-pencil questionnaires were collected from several shopping malls in Kuala Lumpur, Malaysia. Partial least squares (PLS) path modelling approach, a structural equation modelling (PLS-SEM) technique was performed to test the proposed structural relationships. The empirical assessment supports that hedonic shopping styles consumers that exhibit high level of habitual, brand consciousness, fashion consciosness, recreational conscious style have lower levels of satisfaction and purchase intention during mall shopping while novelty and fashion conscious style consumers have lower level of satisfaction but do not unveil lower purchase intention. Utilitarian shopping styles consumers that exhibit high level of price conscious, confused by overchoice and high-quality conscious style have higher levels of satisfaction while impulsive/careless shoppers do not; and while price conscious, impulsive/careless, confused by overchoice consumers have higher levels of purchase intention but the high-quality conscious consumers do not unveil higher purchase intention. Further, there is a positive relationship between satisfaction and purchase intention. The practical and managerial implications are discussed.     

Consumer satisfaction with health-care services: The influence of involvement

The impact of involvement and ambiguity on satisfaction judgments for high-credence property services such as health care has not been studied. This study examines the level and process effects of involvement on satisfaction with two dimensions of a health-care service. We found that higher levels of customer involvement were associated with greater expectations and performance ratings for the ambiguous dimension of the service (physicians). Customer involvement had no influence on ratings for the nonambiguous aspects of the service (access mechanisms). Perceived performance was found to be the most influential predictor of satisfaction for low-involvement subjects. High-involvement subjects used disconfirmation and performance to evaluate physicians and only disconfirmation in forming satisfaction judgments for access mechanisms. © 1997 John Wiley & Sons, Inc.     

Consumer socialization of preschoolers and kindergartners as related to clothing consumption

This study investigated the clothing selections for purchase of preschool and kindergarten-aged children in a midsized southern city. The theory of consumer socialization provided framework for the study. Seven hundred questionnaires were distributed to parents/ guardians of 3-, 4-, 5-, and 6-year-old children at public and private schools and preschools. A total of 314 usable questionnaires were completed by mothers, yielding a 45% response rate. T tests, ANOVA, and frequencies were used to analyze data. The effects of demographic variables were investigated in relation to three consumer socialization constructs. Findings indicated that consumer socialization of children begins at an early age and is related to selected demographic characteristics. Results of this study are important for those involved in the children's wear business, as well as for clothing and retailing educators. © 1993 John Wiley & Sons, Inc.     

Consumer satisfaction and services: insights from dive tourism

This article focuses on consumer satisfaction in services within the context of tourism, and the dive tourism industry in particular. It identifies the key elements that certified, experienced recreational divers use to determine satisfaction, and discusses the relative importance of the elements. Thereafter, a framework explaining the formation of diver satisfaction is proposed – and the role of emotion is highlighted above other satisfaction antecedents. The findings have practical and academic implications for the wider realms of tourism and other service industries. This research was conducted in Zanzibar, Tanzania, using a combination of participant observation and face-to-face interviews and illustrates the power of such techniques to reach the core of consumer thoughts, actions, and feelings.     

加强网络顾客服务实现网上顾客满意

随着网络媒体的快速发展,网络顾客服务的重要性日渐突出。充分发挥网络媒体方便、快捷、互动、跨时空、低成本等优势,了解网络顾客的特点,转变服务观念,构建网络服务平台,为顾客提供更加富有针对性、个性化、高效率的服务,提高顾客满意度,实现顾客忠诚。     

The effects of mall renovation on shopping values,satisfaction and spending behaviour

Managers renovate malls to keep up with newer shopping centres and retail formats that erode traffic. This paper investigates shoppers׳ psychological processes that trigger changes in spending behaviour in the renovated mall. Renovation has a direct impact on the perception of the mall atmosphere and an indirect one on shoppers׳ hedonic and utilitarian values, satisfaction, and spending. Renovation affects shoppers׳ spending through the perception of utilitarian shopping benefits.This study is the first of its kind to explore the effects of mall renovation on shoppers׳ spending. It focuses on the effect of renovations on shoppers׳ holistic perception of the mall atmosphere. The hedonic benefit contributes more to shoppers׳ satisfaction than does the utilitarian value. However, the utilitarian value affects shoppers׳ spending while the hedonic value does not.     

我国农产品市场与工业产品市场波动溢出效应实证分析

由于农业和工业是国民经济的两大支柱产业,从而研究两大市场之间的波动溢出效应对于稳定国民经济的发展具有一定的指导作用.本文通过建立VAR模型,并且利用Wald和LR进行参数检验发现,工业产品市场对农产品市场存在着显著的波动溢出效应,而农产品市场对工业产品市场只存在短期的渡动溢出效应.     

Consumer responses to mobile coupons: The roles of shopping motivation and regulatory fit

Retailers increasingly use mobile coupon services to deliver promotional offers to consumers. This paper draws on the theory of regulatory focus to explain mobile coupon redemption. The paper proposes that redemption depends on the extent to which a mobile coupon requires consumers to divert from their focal shopping motivation. Regulatory fit, the perception of receiving an offer that is relevant to consumers' regulatory goals, mediates this divergence effect, but only for utilitarian shoppers. Results from two scenario experiments support the main hypothesis and show that utilitarian shoppers perceive greater regulatory fit when an offer is compatible with their focal shopping motivation. In contrast, hedonic shoppers perceive no difference in regulatory fit when an offer diverts them from their focal shopping motivation. This explains why hedonic shoppers redeem a wider variety of offers than utilitarian shoppers and why utilitarian shoppers require more personalization to generate coupon redemption.     

Consumer laundry practices and satisfaction: pre- and post-phosphate detergent ban

Laundry practices and satisfaction of consumers in soft and hard water areas were compared before and after the state of Virginia initiated a ban on the sale and use of phosphate-built laundry detergents. Respondents to mail questionnaires (184 before: 174 after) generally had high satisfaction with laundry results before and after the ban despite the fact that they did not always follow currently recommended laundry practices. Post-ban, few practices had changed, but more respondents in both water areas tended always or frequently to add extra detergent for heavily soiled items. Thus. during the first 2 or 3 months of the ban little effect on laundry practices and satisfaction was apparent. Education about recommended laundry practices appears beneficial because of the implications for family economic well-being.