Influence of retail store environmental cues on consumer patronage behavior across different retail store formats: An empirical analysis of US Hispanic consumers

This study examined the influence of Hispanic consumers’ perceived importance of apparel retail store environmental cues and demographic characteristics (i.e., age and the number of years lived in the US) on their apparel store patronage behavior across various retail store formats. Three apparel retail store environmental cue dimensions were identified. Of the three dimensions, Customer Service appeared as a significant determinant in Hispanic consumers’ decision to shop at department stores, specialty stores, and mass merchant stores. Convenience was significantly, but negatively, related to the use of specialty stores. Physical Atmosphere appeared as significant determinants of Hispanic consumers’ use of Internet websites. The respondents’ shopping frequency at department stores, Internet websites, and catalogues was significantly different based on the respondents’ age and number of years lived in the US This study offers insights for apparel retailers in building effective retail store environments to attract Hispanic consumers.     

A comparative analysis of four scales of consumer involvement

Four recent scales of consumer involvement are compared. These scales are first scrutinized, and, where necessary, modified, on a priori grounds. The modified scales are then empirically compared in terms of unidimensionality, convergent and discriminant validity, and nomological validity. On these criteria, the pruned and modified version of each of the four scales is found satisfactory. However, some unique features of each, which are discussed as trade-offs that marketing researchers would have to consider in their choice of a scale to measure this important consumer behavior construct. © 1995 John Wiley & Sons, Inc.     

Environmental factors and satisfaction in a specialty store

Given the intense competition experienced in the sector, retailers have been designing strategies to create an environment conducive to consumer satisfaction and purchase, particularly in supermarkets and hypermarkets. This paper develops a conceptualization of customer satisfaction based on field data collected in a specialty store, focusing on the relative importance of the environmental factors on satisfaction. The results show that the most important environmental determinant of customer satisfaction is the variety of products. The help from employees, lighting, layout and design also stand out from the set of stimuli considered.     

Bias in consumer panel and store audit data

Sample survey data such as consumer panel data and store audit data may deviate remarkably from each other and from internal secondary data. These deviations are called data biases. In this study we use information regarding some brands of a fast moving nondurable consumer good to show that the data bias may lead to a large bias in parameter estimation, implying wrong indications for the use of marketing decision variables.A formal analysis explaining the coverage factor - measuring data bias - by a number of exogeneous variables can lead to a reduction in the case of consumer panel data.A similar reduction of the data bias in store audit data can be reached through the use of a reweighing procedure.     

The consumer benefits and problems in the electronic grocery store

In this paper, we investigate the customers using the services offered by the electronic grocery stores (EGS) in the greater Helsinki area. The study aims at revealing the benefits of the EGS service and problems that the customers have faced when shopping in the EGS. The empirical consumer data was gathered in the metropolitan area of Helsinki, Finland, in spring 1999. The EGSs in Finland are not able to produce any remarkable value added for consumers today. An EGS could produce value added for consumer by offering differentiated products and services for various consumer groups.     

Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats

The design of satisfactory shopping experiences remains one of the main challenges for building long-term profitability in modern retailing. Therefore, companies are interested in identifying the key drivers of the service execution that shape customer shopping satisfaction. In this study, we developed a standardized questionnaire for evaluating the shopping experience, and conducted a large study in several grocery stores across different formats during a time span of five years. The resulting rich dataset enabled us to uncover interesting patterns using both individual and store-level analyses. Our results indicate that larger store formats are associated with greater satisfaction levels. When looking at the marginal effects of the various elements of customer service, we found that some specific elements of service execution present significant differences across store formats. In addition, we identified loss aversion on shopping experience, since poor performance impacts more on customer satisfaction than superior performance. Finally, our store-level analysis sheds light on how changes in the service performance determine changes in the shopping experience in the same store. These implied results may guide store and chain managers to evaluate the role of the store execution elements better, and to design the customer shopping experience successfully.     

Fuzzy-set qualitative comparative analysis in consumer research: A systematic literature review

The traditional symmetrical methods may not be sufficient for effectively examining the asymmetries that are evident in the real-world complex consumption context in the form of pandemic, and other technological, sociocultural, environmental, and geo-political factors. As a result, the use of innovative and asymmetrical methods such as fuzzy-set qualitative comparative analysis (fsQCA), which draws from the complexity theory could help better predict and explain consumer decisions in the age of disruptions. Through a comprehensive method-based systematic literature review of 129 research articles published in the consumer behavior research literature, this study helps to identify the key trends, leading publication sources and contributors, and the current knowledge structure of consumer research using fsQCA. In doing so, this review also sheds light on the state of diversity within this particular area of research. The findings help identify the key future avenues for utilizing fsQCA within consumer research. This review is a useful resource for practitioners to gain a direct access to key consumer research scholars for identifying the constructs (e.g., antecedents, mediators, moderators, enablers, inhibitors) shaping consumer behaviors to inform strategic decisions.     

A model of consumer relationships with store brands,personnel and stores in Spain

Abstract

Relationship Marketing is an important approach to the study of exchanges. This approach puts emphasis on the development of trust, satisfaction and relational norms to obtain parties' commitment. However, there are very few studies that consider the different levels the consumer relates with. Moreover, a limited number of marketing studies include variables that are often used in economic approaches such as signalling theory, which can enrich the understanding of commercial relationships. Therefore, the proposed multidisciplinary model relates economic variables—the signals that firms send to the market—and key relational variables—satisfaction and trust—considering three relationship levels of trust and satisfaction—store brands, personnel and stores. Results show a transference process among the three levels of trust and confirm that satisfaction and signals are important antecedents of each trust level.     

A meta-analysis of consumer ethnocentrism across 57 countries

The concept of consumer ethnocentrism was introduced more than 30 years ago, and since then it has received keen interest among academic researchers. However, empirical evidence in published studies has been inconclusive and many macro-drivers of consumer ethnocentrism received cursory attention. This study meta-analyses 240 studies from 57 countries and tries to understand the key drivers of consumer ethnocentrism. The results indicate that consumer ethnocentrism is a universal phenomenon and is driven by culture and the interaction of economic and ethnic diversity variables. Challenging popular beliefs, the findings suggest that neither globalization nor economic threats are unconditional drivers of consumer ethnocentrism. Their effects are conditional on cultural values and economic situation. Results provide evidence that multi-ethnic societies tend to be more consumer ethnocentric when the culture of a country is not strong in egalitarianism. Finally, the paper presents evidence that consumer ethnocentrism affects the imports of consumer goods in a country.     

How category characteristics affect the number of store brands offered by the retailer: a model and empirical analysis

Our research examines why retailers offer, not one, but multiple store brands in some product categories. More specifically, we are interested in how certain product category characteristics affect the number of store brands. We model a product category consisting of two incumbent national brands that may differ in strength. The retailer may introduce one or two store brands depending on which maximizes category profits. Our analysis suggests that the retailer is likely to carry two store brands in categories where (i) the national brands are similar in strength; and (ii) the price sensitivity between the national brands is low. Interestingly, the conditions that support the introduction of more than one store brand are quite different than the conditions that would facilitate the introduction of additional national brands. We provide empirical evidence that support our model-based predictions.     

Creation of consumer loyalty and trust in the retailer through store brands: The moderating effect of choice of store brand name

Within the current economic context, store brands play an important role in differentiation strategies based on assortment and positioning in terms of distributor prices. To begin with, this study identifies three determining aspects of retail loyalty and trust: satisfaction with price levels, the perceived image of the assortment and loyalty to the store brands (SB). Secondly, this study proposes a theoretical relational model among the aforementioned aspects. Finally, this study analyzes the moderating role that the strategy of choosing SB name (umbrella brand label vs. brands different from the label brand) plays in the relationship between loyalty to SB and loyalty to and trust in the retailer. By including this moderating variable, we seek to contribute to current academic research and to provide insights into the importance that SB strategy (label vs. own name) has for the effect of loyalty to SB on the relative results of the retail company. Our research results show that making the umbrella SB name the same as the label brand name increases the positive effect of customer loyalty to SB on loyalty to the retailer, but not the effect of trust on this loyalty compared to chains that use SB names different from those of the label. These results have important implications for management.     

Modelling the effect of store flyers on supermarket sales: An application to olive oil demand

In this paper we study the effect of store flyers on supermarket sales while controlling for other promotional strategies. We use a dataset of weekly sales of 16 olive oil products from a Spanish supermarket chain during the year 2017. We estimate a dynamic panel data model by GMM which allows us to examine both the short- and long-run effects of displaying products in store flyers. Our estimates show that products being featured in a store flyer exhibit 85 percent higher sales in the short-run, being the effect in the long-run of 109 percent. We also provide evidence that olive oil is a highly price-elastic product. Our estimates also indicate that placing the products on the end-of-aisle increases olive oil sales. Conversely, multibuy promotions are negatively related with sales.     

The importance of consumer characteristics and market structure variables in driving multiple store patronage

The purpose of this study is to investigate multiple store patronage. Specifically, the aim is to relate the number of stores patronized to a set of consumer characteristics and market structure factors, according to a cost–benefit approach. Data from a sample of 1000 shoppers indicate that only few consumer characteristics impact on multi-store patronage pattern for grocery purchases (gender and shopping activity perception). Moreover, the number of stores operating in the market proved to be an important determinant of patronage set size. Implications for retailers are discussed with suggestions for future research.     

Creating and consuming experiences in retail store environments: Comparing retailer and consumer perspectives

This article investigates the substance of arguments about an experience-oriented economy and experience-seeking consumption in retailing. Employing a case study research approach (n=7) and the Critical Incident Technique (n=252), we show how retailers as well as consumers relate to in-store experiences. The results point out that retailers’ use ever more advanced techniques in order to create compelling in-store experiences to their consumers. In contrast, the depiction given by consumers reveals that their in-store experiences to a large extent are constituted by traditional values such as the behavior of the personnel, a satisfactory selection of products and a layout that facilitates the store visit.     

Effects of in-store information quality and store credibility on consumer engagement in green retailing

Literature has reported that store-level information is crucial in determining consumer engagement with green stores. This study examines the effects of in-store (green) information quality on consumer engagement behaviours and mediating effects of store credibility. Moreover, the study reveals whether consumer passion for the environment moderates the effect of in-store (green) information quality on store credibility. Statistical analyses of useable data from 763 respondents examined the relationships. Credibility emerged as a key mechanism to enhance the effects of information quality on consumer engagement. Thus, this study extends theoretical discussions on information quality, consumer passion, and consumer engagement for green retailing.     

Examining the relationships between online store atmospheric color,flow experience and consumer behavior

Although atmospherics and flow experience are widely studied, the relationship between online store atmospheric cues and flow experience has received a little attention. Furthermore, there is a lack of published results about the role of atmospheric color in creating flow. Using the Stimulus – Organism – Response model and the theory of optimal experience of flow, this study investigated the impact of online store background color on the achievement of flow and its effects on online consumer behavior. In this study, an online experiment was conducted to investigate the effects of a warm hue – yellow versus a cool hue – blue of the background and used a self-administered online survey for data collection. The results underscore the important role online store color plays in creating the flow experience and revealed that blue hue induces more flow than yellow. The two dimensions of flow (perceived enjoyment and concentration) have direct and mediating effects on purchase intention and revisit intention. Concentration, but not enjoyment, has direct and mediating effects on the number of viewed pages and time spent per visit. This research enhances our understanding of the relationship between online store atmospheric color and flow and highlights the role of flow as an extension of SOR model applied online. Other theoretical and managerial implications of the results are discussed. Finally, suggestions regarding future research are presented.     

Influence of usage situations and consumer shopping orientations on the importance of the retail store environment

This paper is based on a mainly qualitative study of 22 recently married or cohabiting Scottish couples who have set up home together. The research focuses on their food shopping habits in this period of transition as they adjust to living together. Despite the increased involvement of men the findings suggest that much of the responsibility for food shopping still fell on the women in the study. Control over what was bought raised some interesting questions about the concept of the woman as 'gatekeeper' and primary target for food marketers.     

The children's wear consumer: an investigation of store patronage patterns in the U.S.A.

With a 1991 sales volume of over 820 billion. and recent annual sales increases ranging from 3 to 7%. understanding the patronage patterns of the children's wear consumer is becoming increasingly important to apparel retailers. This study. using responses from 953 midwestern households, analysed differences between shoppers and non-shoppers of seven different types of retail institution: discount store, mass merchandiser, department store, specially store. factory outlet, catalogue order, and used clothing store. Results from t-tests and logistic regression indicated that appearance. performance and functional factors. as well as marital status, education and income are important determinants of store choice. The results suggest the importance of recognizing the benefits sought by consumers when devising marketing strategies targeted towards the children's wear consumer.     

The impact of consumer local engagement on local store patronage and customer satisfaction

Abstract

This paper examines the drivers of local grocery retail patronage. Drawing on institutional and social network theory literature, we develop a framework to investigate how consumers’ personal values and engagement with local communities affect their satisfaction and local store patronage. We test our model with survey data on 1504 Finnish consumers. Our results show that the relationship between customer local engagement and local retail patronage is indirect rather than direct, and it is mediated by the vitality of local services, social interaction, and consumer satisfaction.     

Evaluating the potential of agent-based modelling to capture consumer grocery retail store choice behaviours

Evolving consumer behaviours with regards to store and channel choice, shopping frequency, shopping mission and spending heighten the need for robust spatial modelling tools for use within retail analytics. In this paper, we report on collaboration with a major UK grocery retailer to assess the feasibility of modelling consumer store choice behaviours at the level of the individual consumer. We benefit from very rare access to our collaborating retailers’ customer data which we use to develop a proof-of-concept agent-based model (ABM). Utilising our collaborating retailers’ loyalty card database, we extract key consumer behaviours in relation to shopping frequency, mission, store choice and spending. We build these observed behaviours into our ABM, based on a simplified urban environment, calibrated and validated against observed consumer data. Our ABM is able to capture key spatiotemporal drivers of consumer store choice behaviour at the individual level. Our findings could afford new opportunities for spatial modelling within the retail sector, enabling the complexity of consumer behaviours to be captured and simulated within a novel modelling framework. We reflect on further model development required for use in a commercial context for location-based decision-making.