Overcoming information overload in retail environments: Imagination and sales promotion in a wine context

Information overload is a common problem in retail environments. Reducing information in a retail environment is not always feasible or desirable given the plethora of products and extent of limitations on retailers in terms of merchandising and display decisions. Therefore, retailers need other ways of overcoming information overload than simply reducing the amount of information. However, extant research is unsettled with respect to arguments in favor of and against adverse effects of information overload. To enhance our understanding of these issues, the present research presents two studies that investigate the moderating role of consumer decision processing approaches in an information overload retail space. The findings reveal that the consumer imagination offers a more efficient processing route, circumventing the frustration associated with information overload and leading to enhanced consumer outcomes compared to the less efficient consideration route. Further, heuristic processing triggered by sales promotions in high information retail environments lead to piqued arousal and enhanced consumer imagination, ultimately bolstering consumer responses to the product. Implications, limitations, and future research directions are discussed.     

The practical know-how of selling: Differences in knowledge content between more-effective and less-effective performers

Results of both cross-sectional and longitudinal studies of salespeople indicate that more effective and less effective salespeople differ systematically in their knowledge of sales strategies, and to a lesser extent in their knowledge of customer characteristics. For the sales situation examined, more effective salespeople use specific, problem solving-oriented strategies to sell to customers and underlying, functional characteristics to describe customers; less effective salespeople use global, relationship-oriented strategies to sell to customers and surface structure, less functional characteristics to describe customers.The research was supported in part by a grant from the Division of Research, College of Business Administration, The Pennsylvania State University.     

Exploring differences between central located test and home use test in a living lab context

The concept of Living Labs (LLs) has evolved to support the creation of experience‐based development of innovations in real‐life, user‐driven and open environments. Two types of consumer product tests used generally are central location tests (CLT) and home use tests (HUT) where the acceptability or liking of a product or group of products is determined together with the view of whether one product is preferred over other products. This article explores the similarities and differences between CLT and HUT test results in a LL context. In both settings, the acceptance of five flavoured chocolate bars was evaluated for appearance, odour, taste/flavour, texture and overall liking. Apart from the mean values of liking in the two tests, data were analysed to identify consumer segments. Qualitative data were also collected by asking for consumer comments on the tested samples. The results show that independent of test method the bars were evaluated equally and all accepted by the consumers. A clear difference between CLT and HUT testing was that CLT consumers significantly differed from the HUT consumers, giving the test samples lower scores. For example, the mean values of the overall acceptance scores given by HUT consumers varied between 6.0 and 6.6, while for CLT consumers the corresponding values varied from 5.4 to 5.9. Another difference was the number of comments from consumers. CLT consumers richly commented on the products in a verbose way, while HUT consumers used the opportunity to comment very sparingly. Considering the cluster analysis as yet another difference between the testing methods, clusters from the CLT were more distinct and the number was higher with five clusters in CLT and four in HUT. Clusters where consumers liked all the products in both test settings were twice as many for HUT than in CLT. Applying the LL approach, there is a need for methods and approaches that capture a rich picture of consumers during test performance without being intrusive or obstructive of activities and context. The approach offers the opportunity for companies to have consumers not only test products but also offer input that can stimulate new innovations and give consumers more power and influence.     

Do men and women really shop differently? An exploration of gender differences in mall shopping in India

‘Men Buy and Women Shop’ proclaims a new Wharton Research on shopping habits of the American consumer (2007). There is found to be considerable difference in the way men and women shop in the West. Is this true across cultures? Indian retailing is generating considerable interest within the country and abroad. India has been rated as the fifth most attractive emerging retail market and was ranked first in a Global Retail Development Index of 30 developing countries drawn up by A T Kearney. Organized retail, best represented by the mushrooming malls, has come to play a defining role in building and supporting this veritable base of retail consumers. Therefore, it is of utmost interest to retailers and academia alike to understand the consumer dynamics behind the newly evolving consumption culture. This study explores mall‐shopping habits in India and attempts to identify and contrast possible differences between genders using a sample of 2721 mall consumers across seven cities. While the findings suggest that in India there are significant differences in shopping behaviour that can be ascribed to gender, there are fundamental questions about stereotyping of shopping as a feminine activity. To do this, discriminant analysis has been used to study whether shopping orientation and mall‐shopping attitudes can discriminate between male and female shoppers.     

Negative emotions,value and relationships: Differences between women and men

Service experiences are characterized by emotions that help shape the value in use received by the customer. Negative emotion plays an important role in all of consumer psychology and all too often consumers experience some degree of negative emotion during a consumption experience. This research sheds light on how these negative shopping emotions experienced by men and women in a typical shopping environment affect value and relationships in the form of shopper behavior, commitment and share of wallet. A theoretical process is explained and modeled with a sample of mall shoppers. Results overall suggest that negative emotions affect the shopping experience more for women than for men in terms of perceived value and loyalty. In contrast, the behavior–commitment relationship is stronger for men.     

Perceptual differences regarding leadership between the store manager and employees and its impact on frontline sales performance: A research note

This study focuses on the bright side of perceptual differences regarding leadership that may exist between managers and employees. Specifically, building on leadership literature, the authors propose that in situations wherein a manager’s perceptions of their own leadership are lower than that of their employees’ perceptions of their managers’ leadership, employees’ sales performance levels are higher. Data were collected from retail store managers and frontline employees in Brazil in three different contexts (e.g., footwear, clothing, and furniture). Based on polynomial regression analyses, the findings suggest that sales performance is generally higher when a manager’s self-perceptions are lower than their frontline employees’ perceptions of managers’ transactional and transformational leadership.     

Exploring the link between management communication and emotions in mergers and acquisitions

News on merger and acquisition (M&A) activities frequently dominate the popular business press. While the announcement of an M&A usually elicits enthusiasm in the business community, it also results in increased levels of uncertainty, stress, and anxiety for employees. Based on a qualitative analysis of four international M&A cases, this paper integrates emotions and communication during mergers and acquisitions in a conceptual framework. We argue that management communication and information flows during all stages of an M&A process represent affective events, which in a cognitive appraisal process trigger positive and negative emotions. These in turn may influence employee attitudes, behaviour, and performance, and ultimately also M&A success. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

The effect of trust on customer contact personnel strategic behavior and sales performance in a service environment

The involvement of customer contact personnel in the strategy process is a largely unexplored area in both marketing and strategic management. Based on social exchange theory, and in particular, the notion of trust within this context, we examine the nature and extent of strategy participation exhibited by customer contact personnel. Exploring dyadic relationships we found that the extent to which contact personnel trust their supervisors positively influence their willingness to participate in strategic activities. Furthermore, we found that communication and information sharing moderate the relationship between trust and strategic activities. Thus, the more contact personnel are involved in the strategic process, the more likely supervisors are to rate the contact person's selling performance as high.     

Men on a mission,women on a journey - Gender differences in consumer information search behavior via SNS: The perceived value perspective

Gender has a considerable effect on how consumers search for information, shaping their behavior through a variety of motives. Previous research shows that the benefit consumers wish to gain from the information influences their search behavior on social networking sites (SNS). This study examines the extent to which gender influences the connection between perceived information values and the choice of SNS information source: commercial (marketer-generated content) and non-commercial (user-generated content). A representative Facebook users' sample (N = 525) and SEM statistics show gender differences in search behavior on SNS. Findings also demonstrate the impact of gender on the relationships between information values and preferred source of information, and demonstrate different motivations for male and female search behavior. The implications for both theory and practice are presented and analyzed.     

Appearance-related consumption among dating,cohabiting and married consumers: a comparison between men and women

This paper explores press releases, a neglected area of retail and marketing research, from leading British supermarket retailers over a two-year period to December 2002. Major themes for press releases are found to be products and services, corporate social responsibility, and corporate affairs and performance, although individual retailers show different emphases. A stakeholder engagement approach demonstrates how the releases seek to build networks of common interest, which is particularly demonstrable in relation to support for British farming and charitable activities. However it is noted that both these could be considered “easy targets”, grateful for any support they can obtain.     

Similarities and differences between self-assessment approaches in public services in higher education institutions

The aim of this paper is to examine the European Foundation for Quality Management self-assessment process in order to analyse the similarities and differences between two of the most common self-assessment approaches (questionnaire and workshop). Using a case study methodology, it examines whether the process, the success of this exercise, the difficulties, the benefits and the success factors are the same in these approaches, or whether they are conditioned by the approach chosen. The results show the difficulties, benefits and success factors in workshop and questionnaire approaches and the significant differences between the two approaches. This study is relevant to managers who are faced with making a decision on which approach to self-assessment should be chosen. Managers must select an approach to self-assessment, considering the characteristics and the quality management maturity of the organisation; the level of quality management understanding and the objectives and degree of decentralisation of the self-assessment. Managers should not forget the importance of their commitment in order to promote the process, the need to train team members in order to facilitate self-assessment and the follow-up as a tool to assess the effectiveness of the process.     

Exploring the relationship between the human resource management practices and growth in small service firms

This paper seeks to evaluate the relationship between the growth and the human resource management (HRM) practices of small service firms in catering to professional services and the retailing sectors in the UK. The paper reports and analyses the findings of 196 face-to-face structured interviews with small service business owners. Findings suggest that employee empowerment contributes to the sales growth of small firms in the different sectors of the service industry. The study also shows that employee training and recruitment through formal channels contribute to the sales growth of firms operating in the catering sector. This paper argues that contextual variables – the extent of the competition and the availability of the workforce – have a bearing on the HRM practices employed by small service businesses.     

Doors and boundaries: A recent history of the relationship between research and practice in UK organizational and management research

This article looks at a selection of significant episodes in the history of organizational and management research, and the policies in this field of the UK Social Science Research Council. The episodes begin in the Council's early days in the mid-1960s, and run through its high-profile efforts to improve management research at the end of the 1980s to the start of a new initiative sanctioned by the Council in 2001. They have been chosen because they are important milestones in the development of the field. They also illustrate a central issue which has been evident throughout the period: whether management research should be framed as essentially different or merely seen as carrying some sort of deficit or remedial gap with respect to the other ‘founding disciplines’. They also illustrate an important dilemma facing the funding agency in its longstanding if erratic attempts to engage with the processes through which social science research is used – namely the tension between the goals and rhetoric of excellence and relevance. One episode which illustrates these issues particularly well is that of the Open Door Scheme, a radical SSRC innovation in the 1970s which encouraged non-academic participation in the selection of management research topics. Changes within the funding agency over the same period are crucial for this story. We reflect on their relevance for the episodic developments within management research. From these points of enquiry, we derive a historical, institutional analysis of the interactions between public research funding and management research, of the interplay between the worlds of practice and research, and the ways in which a dialectic has been constructed between concepts of use and relevance, on the one hand, and excellence and rigour on the other.     

An integrative approach to relationship marketing,customer value,and customer outcomes in the retail banking industry: a customer-based perspective from Turkey

Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of – trust, competency, commitment, communication, and conflict handling, – relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.     

An empirical study of the relationship between shopping environment,customer perceived value,satisfaction, and loyalty in the UAE malls context

This study aims to investigate through structural equation modelling (SEM) the relationships between the shopping environment, customer perceived value, customer satisfaction, and customer loyalty in regard to malls in the United Arab Emirates (UAE). The main results of this study show that the mall environment is an antecedent of the customer perceived value of malls (MALLVAL) and customer satisfaction. MALLVAL has a significant positive effect on both customer satisfaction and customer loyalty to malls. In addition, MALLVAL and customer satisfaction mediate the relationship between the mall environment and customer loyalty. Finally, customer satisfaction mediates the relationship between MALLVAL and customer loyalty to malls. Some theoretical and managerial implications of these findings are discussed.     

Triadic relationship between customers,service providers and government in a highly regulated industry

This study investigates the triadic interplay among the government, service providers and customers in a highly regulated environment in a centrally planned economy influenced by communist political ideology. In order to answer the research question, we conducted two studies: Study 1 is a qualitative study aiming at exploring various aspects of the triadic interplay among customers, service providers and the regulatory framework, and Study 2 employed a quantitative approach to validate some findings in Study 1. It was found that the relationships between the three main entities in the market were not balanced. Service providers were more passive in their relationship with regulators. In addition, communications between customers and regulators were limited and not well-established. Customers had not been sufficiently engaged and thus, had little voice in the formulation of regulations. Furthermore, the perception of a firm's service quality and innovativeness was different among customers with different levels of perceived regulatory control and regulatory knowledge. As regulatory control and knowledge increased, customers were more likely to perceive a higher level of service quality and innovativeness. The research extends the domain of relationship marketing by incorporating the influence of the government or regulatory framework in the relationship between customers and service providers. The findings of this study can provide practical insights for policymakers and help service providers to effectively manage the relationships with their customers and regulatory bodies.     

Don't ignore the floor: Exploring multisensory atmospheric congruence between music and flooring in a retail environment

In retail environments, consumers commonly evaluate products while standing on some type of flooring and concurrently being exposed to music; however, no study has examined the interaction of these two atmospheric cues. To bridge this gap, this research examines whether retailers can benefit from creating multisensory atmospheric congruent rather than incongruent retail environments of flooring and music. The results of an experiment in a real retail store reveal positive effects of multisensory congruent retail environments (e.g., soft music combined with soft flooring) on product evaluations. This study provides a new process explanation with consumers’ purchase‐related self‐confidence mediating these effects. Specifically, consumers in congruent rather than incongruent retail environments experience more purchase‐related self‐confidence, which in turn leads to more favorable product evaluations. Furthermore, this study shows that consumers with a low rather than a high preference for haptic information are influenced more by multisensory atmospheric congruence when evaluating a product haptically.     

Injury-related hospitalizations in 2002 and 2012 in a Mexican rural hospital: differences between indigenous and non-indigenous inpatients

Data are lacking on the extent and distribution of injuries in rural areas. This study aimed at comparing injury-related hospitalizations between 2002 and 2012 at a rural hospital of northern Mexico focusing on differences between indigenous (IP) and non-indigenous patients (NIP). A retrospective design based on the review of records of patients hospitalized with injury diagnoses was used. Information extracted included ethnicity, sex, age, hospital duration, surgical procedures, complications and discharge outcome. Injury data comprised of main diagnosis, mechanism and body part affected. Patterns were stratified by year and ethnicity. Logistic regression was used to determine the probability of being hospitalized for >1 day. Injury-related mortality increased from 0.4% in 2002 to 3.1% in 2012. The proportion of non-indigenous patients hospitalized also increased by 4.5%. Men accounted for two-thirds of all inpatients. Weapon involvement doubled from 16.6% to 33.6%. Almost half of the patients in 2012 were victims of interpersonal violence. Indigenous patients had a 2.7 higher adjusted odds ratios of being hospitalized for >1 day in 2002 (95% CI 1.2–5.7), though the gap was reduced to 1.9 (1.1–3.5) in 2012. While indigenous patients continue to be more disadvantaged than the non-indigenous, the gaps closed in 2012; the reasons behind these disparities need to be further investigated.     

The institutional context as a source of heterogeneity in family firm internationalization strategies: A comparison between U.S. and emerging market family firms

Existing research has underexplored the role of context as a source of heterogeneity in family firms’ (FFs) internationalization strategies. Drawing upon institutional theory, we develop and test a mid-range theory positing that differences in the quality of the institutional context can moderate the strength of the relationship between individual- and board-level attributes and FF internationalization. Our comparison of U.S. FFs with FFs from Brazil and Mexico reveals that in emerging market FFs, individual-level attributes such as CEO international experience, CEO educational attainment, and CEO international education exhibit a stronger relationship with internationalization. Similarly, we find that board-level attributes such as board size and board independence are also more strongly related to internationalization in emerging market contexts. We contribute to the literature by identifying a source of variation in FF internationalization strategies based on context and by examining the relationship between a wide range of FF attributes and internationalization.     

Effect of community relationship management,relationship marketing orientation,customer engagement,and brand trust on brand loyalty: The case of a commercial bank in Thailand

Business uncertainty due to the COVID-19 pandemic has brought financial and banking industries under stress. This study examines brand loyalty (BL) in the Thai banking industry by integrating community relationship management (CoRM) (4Cs model), relationship marketing orientation (RMO), customer engagement (CE), and brand trust (BT). It analyzes how a Thai commercial bank used four success factors to create new client acquisition, business efficiency, long-term relationships, and BL. We use quantitative data and structural equation modeling (SEM) to identify variables influencing the BL of 1650 customers of a Thai commercial bank. We found CoRM and RMO's key success factors indirectly affected BL by mediating CE and BT. These results may improve sustained performance effectiveness in the banking industry now and in the future.