Customer satisfaction in European food retailing

Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing—a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider buying some of the retail chains in other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction and customer loyalty in order to stay in business and may also demand that existing actors on the market place form new coalitions. Promising new partners may be identified, partly based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer loyalty, supermarket type and ownership structure is studied. The relationship between results after taxes and customer loyalty is documented.     

The modernization of fresh food retailing in China: The role of consumers

Since 2002, the Chinese government has initiated the “Wet Market Transforming into Food Supermarket (WMTFS)” program that aims to transform the traditional fresh food retailing system into a more efficient system that adopts a supermarket operation mode. However, after years of effort, the process of implementing the WMTFS program has been painfully slow. In addition to several supply side factors, this paper focuses on the consumer demand side using survey data in three large Chinese cities to identify the factors affecting consumers' decisions to buy fresh food from traditional vs modern retail formats. It further explores regional differences in consumers' shopping behavior. We find that freshness, accessibility, and whether buyers can bargain are influencing factors and the effects of socioeconomic factors such as income and storage facility are very limited. In addition, we find regional difference exists in consumers' retail format preferences. We suggested that managers of fresh food supermarket should enhance product freshness and safety in the future. Meanwhile, since traditional retail formats are still preferred by many consumers, the policy-makers should give a further thinking on the specific way of transformation.     

Innovation in retail internationalisation: Tesco in the USA

This paper examines the market entry of the UK's largest retailer (Tesco) into the USA. Tesco's launch of a new brand – Fresh & Easy Neighborhood Markets – in virgin territory is a bold move, notwithstanding the firm's considerable success with its overseas investment strategy (which within ten years has resulted in more than 50% of the firm's operating space being outside its ‘home’ market). The paper contextualises the study by taking a historical view of innovation in the retail industry, which reveals that generally - and certainly for the most part of the twentieth century – innovations have dominantly flowed from the US to the UK. The paper suggests that Tesco's US experiment is unusual both in terms of the innovatory aspects of its market entry and the reversal in that conventional direction of knowledge transfer. The Fresh & Easy story is then examined in terms of ten ‘dimensions of innovation’ involved in the market entry. The paper concludes by drawing out from these ‘dimensions of innovation’ a number of important issues for management scholarship raised by the study, stressing the need to incorporate insights from a wider social science literature.     

Market orientation of retail brands in the grocery chain: the role of supplier relationships

The role of retail brands has grown gradually and today they are regarded as one of the key strategic factors in the positioning of retail firms. However, developing retail brands that are competitive in terms of price and quality as well as in offering unique and specific values to consumers requires long-term, mutually beneficial retailer–supplier relationships that involve information exchange and a combination of the parties' core competencies and resources. This study investigates inter-firm activities in developing market-oriented retail brands in the grocery chain in four European countries. The aim is to identify critical factors that influence the role of these activities. Factors related to the internal organization, the nature of the supplier relationships and the market structure are discussed.     

Barriers and stimuli to the use of information technology in retailing

The retail marketing environment is continuously changing. Changes in retail format, retailing processes and the competitive environment continue to create problems for retail management. This article examines the barriers and stimuli to the adoption of innovation in infonnation technology. Our objective is to demonstrate how managers might anticipate the problems associated with managing significant change and develop appropriate strategies to deal with such problems. Previous research has indicated that it is important to explore the views of a range of managers in the organization. Much of the previous research has relied on a single respondent from many organizations to provide an accurate picture. This research does not follow that tradition. It uses the views of more than one hundred managers within one organization. The research explores the relative attractiveness of the innovation to individual managers, the organization's receptivity to change and the presence or absence of a 'product' champion. It ends with recommendations on ways of improving the rate of acceptance of such technologies.     

Big-box retailing and the urban retail structure: the case of the Toronto area

This paper examines the growth and impact of power centres and “big-box” retailers through the 1990s in the Greater Toronto Area (GTA). The data reveal that 72% of big boxes were added in the previous nine years and that twice as many opened in the suburban fringe as compared to the equally populated central area. Of all big-box locations, 59% are on industrial lands and close to expressways. Of all postal codes in the GTA, 11% account for 47% of the big-box locations and a 19% versus 7% of 1989–1995 sales growth. Average annual sales per store in the heavily dominated big-box areas is $2+million versus $1.4 million in non-box areas and market shares for the dominant big-box retailers range between 19 and 33% in their respective retail categories. In eight retail sectors in direct competition with big-box retailers, there is an overall decline of −7% in share of total stores. Between 1993 and 1997, the proportion of retail employment within 2 km of a big-box increased from 28 to 43%. This increase is accounted for by additional retail and service firms.     

Expansion Strategies of European Banks to Brazil and Their Impacts on the Brazilian Banking Sector

ABSTRACT

This paper aims at analyzing the main determinants and impacts of the recent wave of European banks entering Brazil. The principal hypothesis of the paper is that this wave can only be understood if one considers both external and internal determinants. External determinants concern the process of banking consolidation in the European financial system under the EMU that has stimulated some banks to expand abroad. Internal determinants are mainly related to the gradual flexibilisation of legal restrictions with respect to the presence of foreign banks in the Brazilian banking sector. Finally, the paper evaluates the impacts of the recent entry of European banks into the retail banking market in Brazil. In this particular matter, it shows that foreign entry has affected the national banking market forcing domestic banks to operate more efficiently, and also to expand their activities organically or by mergers and acquisitions. The paper concludes that there is no clear evidence that foreign banks have been more efficient than domestic banks in Brazil in the recent period, but there is some evidence that the big private Brazilian banks have reacted positively to the entry of foreign banks.

RESUMEN. Este documento tiene el propósito de analizar los determinantes más importantes de los impactos de la reciente onda de bancos europeos que llegaron al Brasil. La principal hipótesis del texto és que la onda sólo puede entenderse si se consideran ambos determinantes: los externos y los internos. Los determinantes externos conciernen el proceso de la consolidación bancaria en el sistema financiero europeo bajo el EMU, que ha estimulado a algunos bancos a expandirse en el exterior. Los determinantes internos son especialmente aquellos relacionados a la flexibilización gradual de las restricciones legales con respecto a la presencia de los bancos extranjeros en el sector de la banca brasileña. Finalmente, el texto también evalúa los impactos de la reciente entrada de los bancos Europeos en los mercados de la banca minorista en el Brasil. Cuanto a esta preocupación particular, parece que la entrada de los bancos extranjeros ha afectado el mercado banquero nacional, forzando a los bancos domésticos a operar con mayor eficiencia y también a expandir sus actividades orgánicamente, o por medio de fusiones u adquisiciones. El documento concluye que no existe ninguna prueba clara de que los bancos extranjeros son más eficientes que los brasileños en el período reciente, pero sí existen evidencias de que los grandes bancos privados brasileños han reaccionado positivamente a la entrada de los bancos extranjeros.

RESUMO. Este artigo objetiva analisar os principais determinantes e impactos da recente onda de bancos europeus que se instalaram no Brasil. A hipótese principal deste trabalho é de que esta onda só pode ser entendida se forem considerados os determinantes externos e internos. Os determinantes externos tratam do processo de consolidação bancária no sistema financeiro europeu que, sob o sistema da Unidade Monetária Européia, estimulou alguns bancos a se expandirem para o exterior. Os determinantes internos estão relacionados, principalmente, à flexibilização gradual das restriç[otilde]es legais no que diz respeito à presença de bancos estrangeiros no setor bancário brasileiro. Finalmente, o artigo também avalia os impactos da recente entrada de bancos europeus no mercado bancário de varejo do Brasil. Neste particular, ele mostra que a entrada estrangeira afetou o mercado bancário nacional, forçando os bancos nacionais a operarem com mais eficiência e, também, a expandirem suas atividades, organicamente ou através de fus[otilde]es e aquisiç[otilde]es. O artigo conclui que não há evidência clara de que os bancos estrangeiros sejam mais eficientes do que os bancos nacionais no Brasil no período recente, mas há alguma evidência de que os grandes bancos privados brasileiros reagiram positivamente à entrada dos bancos estrangeiros.     

Gender differences of shoppers in the marketing and management of retail agglomerations

This paper aims to first identify gender differences in perception and evaluation of retail agglomerations, and second, discuss the implications of these differences for marketing and management. Based on a conceptual model 2151 agglomeration shoppers were surveyed using interviewer-administered questionnaires. Structural equation modelling revealed that accessibility, parking and infrastructure are perceived differently between gender groups. The attractiveness in terms of satisfaction, retention proneness and patronage intention was also evaluated distinctively. Nevertheless, when examining the impact of the perceived attributes on agglomeration attractiveness, there was no difference. In both settings, the retail tenant mix and the atmosphere are the main antecedents of attractiveness. Finally, an importance–performance analysis offers managers a method for prioritising their marketing efforts considering gender differences.     

Barriers to the advancement of modern food retail formats: theory and measurement

The recent expansion of global food retailers into emerging economies has made the study of food retail modernization especially relevant at this time. We present a framework to analyze limitations to market share growth of retail formats based on diffusion across consumer segments and by product category. We then propose a measurement approach, based on consumer surveys, that quantifies the impact of these processes on supermarket market share. Food retail modernization is then examined in Hong Kong by this approach for two points in time. In a 1995 diagnostic study, we find that geographic and economic segment diffusion of supermarkets is complete, but that product category-dependent diffusion (specifically perishables) is not. The latter, thereby, becomes the major restriction on supermarket share gain. In 1999, a second study measures the impact of the introduction of superstores, a large modern format, on the perishable restriction to modern format share growth. Consumers perceived superstore perishables to be superior to supermarkets’, but these views had little impact on the ability of modern format to wrest additional share from traditional markets. We discuss diagnostic and monitoring applications, and extensions of the approach to other retail contexts.     

The effect of concentration and market power on food prices: evidence from Finland

This research examines empirically the relationship between economies of scale, concentration, and market power in food retailing. With unique, local market data available Finland, the analysis could investigate the impact of both local concentration and industry-wide concentration (which can be interpreted as multimarket contact) are taken into account in the evaluation of grocery retail competitiveness. The results show that the main factor affecting market power is the size of the retail firm. Larger share grocery retailers, for both the local and the national markets, carried higher mark-ups. At the same time, no firm-level scale economies were found from these larger firms. I conclude from these findings that the main purpose of large grocery retail mergers is to gain market power not efficiency.     

Consumer product search and purchase behaviour using various retail channels: the role of perceived retail usefulness

The purpose of this study was to examine the influences of consumers' perceptions of retail usefulness for product information search and their previous purchase satisfaction on their frequencies of product information search and product purchase behaviours for apparel products. These relationships were investigated in five retail settings – Internet shopping, catalogue shopping, television shopping, local retail shopping, and non‐local retail shopping. One hundred seventy‐six students in a US Midwestern university provided usable responses. The results of causal model analyses showed that the proposed model fits the data well for all five retail channels. Consumers who perceived a certain retail channel more useful for product information search searched for product information more frequently via that retail channel, and purchased products more often via that retail channel. Consumers who were more satisfied with apparel purchases from a retail channel purchased the products more frequently via that retail channel. Theoretical and managerial implications are discussed.     

零售业国际化的区位选择和空间扩张模式

零售业国际化空间分布表现为不均衡特征:进入优势和面对的进入壁垒.其往往使零售企业国际化采取不同的空间扩张方式,主要有渐进式、跳跃式和综合式三种方式.中国零售企业实施国际化战略应采取渐进式空间扩张模式,并充分利用自身市场较大区域优势,增强企业的学习能力和网络能力.     

How to retain customers in omnichannel retailing: Considering the roles of brand experience and purchase behavior

The opportunities and challenges of omnichannel in retail industry have been widely discussed, yet despite these benefits, the key elements that constitute an effective omnichannel and how customers respond to omnichannel retailing strategies remain unclear. This research conducted online surveys to test the effects of omnichannel elements on various brand experiences and customer retention, considering the moderating role of purchase behavior. The results indicate that omnichannel elements (integration, individualization, and interaction) are generally helpful in retaining customers, through omnichannel elements influence brand experiences differently. In addition, these omnichannel elements have different influences on customer retention due to different purchase behaviors. The findings suggest that retailers can use different omnichannel strategies to attract customers’ purchases and provide insights for practitioners who want to use omnichannel strategies to deliver superior experiences for customers.     

Exploring the e-shopping geography of Lisbon: Assessing online shopping adoption for retail purchases and food deliveries using a 7-day shopping survey

E-shopping is growing globally, and the COVID-19 pandemic further accentuated this tendency. In this paper, online shopping adoption is analysed in Lisbon immediately before the pandemic outbreak. By focusing on an urban area, the impact of variables such as internet access or access to delivery services is controlled, thus enhancing the remaining components of the online purchase. The results show that online shopping is spatially dependent in an intraurban environment as a reflex of residential location preferences of different socioeconomic groups. Moreover, as internet access and delivery services become widespread, residential location preferences may come to explain e-shopping adoption both in urban and non-urban environments. The e-shopping geography of Lisbon suggests that age and affluence are determinants in explaining e-shopping adoption, with a marked distinction between central areas and more peripheral ones, some of which include extensive social housing projects. Hence, if retailers move online, shopping opportunities may become scarce for some consumers due to their socioeconomic status and consequent residential preferences. Nevertheless, strategic partnerships between retailers and the public sector may be devised to improve shopping opportunities. Physical stores can be encouraged to locate in areas where consumers are less prone to shop online. E-shopping adoption may also be encouraged by the public sector by promoting digital literacy, especially considering that the share of the older population is growing in Portugal as in most European countries.     

Equity ownership and control of international joint ventures in the retail sector

Abstract

This study examines the relationships that exist between consumers' perceptions of a retail environment and their emotions, satisfaction and behavioural intentions with respect to that shopping setting. A model of these relationships is developed and then tested in two distinct retail settings—shopping centres and traditional retailing areas. The results show that, in general, positive perceptions of a retail environment have a positive influence on positive emotions, on repatronage intentions, and on the desire to remain longer in the shopping area in both retail settings. However, some interesting differences emerge between shopping centres and traditional retailing areas: (i) the internal environment has a stronger effect on emotions in shopping centres than in traditional retailing areas; and (ii) the internal environment has a negative effect in shopping centres on the disposition to pay more.     

Linkages of retailer awareness,retailer association,retailer perceived quality and retailer loyalty with purchase intention: A study of Indian food retail brands

The present study was an effort to explore the direct and indirect impacts (mediated through retailer loyalty) of retailer awareness, retailer association and retailer perceived quality on purchase intention. Seven hypotheses were developed with relevant literature support. The hypotheses were tested with primary data (n=355) collected through structured questionnaire using systematic sampling from food retail shoppers of age 18 years and above in Kolkata, a metropolitan city of India. Structural equation modeling statistical technique was used to test the hypotheses. Results revealed that retailer awareness, retailer association, retailer perceived quality and retailer loyalty have positive impacts on purchase intention. Results also found that the indirect impacts (mediated though retailer loyalty) of retailer awareness, retailer association and retailer perceived quality on purchase intention are stronger than the direct ones. Academic and managerial implications are further discussed.     

Consumption and the retail change process: a comparative analysis of toy retailing in Italy and France

Set in the context of a review and critique of the retail change literature, this study conceptualizes the importance of cultural diversity in consumption practices, and their dialectical interplay with retail structures. Underpinned theoretically by concepts located in Critical Theory and Bourdieu's studies of 'Distinctions', a grounded approach at a macro-level of analysis is applied to the comparison of the French and Italian toy retail sectors, which serves as an empirical illustration of the conceptual categories and relationships posited. In the comparative analysis of the French and Italian toy retail industry, the links between market structures and macro-economic and demographic factors, on the one hand, and localized consumption habits, on the other, are discussed, highlighting the interplay of the properties of the emergent retail activity and consumption categories of analysis. The impact of global sourcing and market entry of international retailers is assessed. Conclusions point to the importance of the forcefield between localized meaning and the dynamics of toy retail capital. It is argued that the commodity form of toys, together with the values attached to them and the role they play in childhood, is influencing the structures of national toy retail sectors which are also dependent on the overall retail system and broader environmental factors. In this, retail change processes take place as a result of the interactions between the different spheres and their particular expressions cannot be generalized across borders as they depend on the specific dynamics within each system.     

跨国零售企业中国市场营运模式比较及启示

纵观跨国零售企业中国市场的营销运作,显现出创新的竞争作为和卓越的竞争成效,因而有必要关注跨国零售企业中国市场营销个性的差异,尤其需要研究其营销共性的特征,将其营销运作模式进行对比分析,提炼核心能力的基本框架,把握核心能力关键所在,探索零售企业核心能力与行业竞争态势、目标市场竞争环境、以及总体竞争趋势的关联度,寻求我国零售企业跨入国际市场参与竞争的借鉴之路。     

美国FDA食品安全现代化法案解读与评析

对美国2011年初出台的《FDA食品安全现代化法案》进行了解读和评析,介绍了该法案的修法背景、立法目的和适用范围,以及对现行食品安全法律《联邦食品药品化妆品法》的主要修改和新设立的法律制度与措施,分析了美国进口食品安全监管新举措对我国输美食品生产企业和相关行业的影响。建议密切跟踪FDA食品安全现代化法案的实施情况和配套法规的制定进程,深入研究并积极应对美国第三方审核认可制度,系统评估美国进口食品安全监管新举措对我国可能造成的影响,学习借鉴美国现代化食品的安全监管理念和科学的法律制度设计。     

Buyer Power and its Impact on Competition in the Food Retail Distribution Sector of the European Union

In recent years, there has been significant consolidation and concentration in food retail distribution in the European Union, as our paper documents. We examine the implications of this from the social welfare viewpoint. Our focus is on buyer power, since a commonly held view is that, arising from increased concentration, it may be a buffer to significant manufacturer power. We investigate the issue both theoretically and through data and case study work. We suggest the market will develop into a concentrated pattern across Europe, but that the eventual impact on consumers will depend significantly on the nature and form of competition between large retail chains and how well buying groups ensure that even the smaller retailers can compete on an effective basis.