An exploration of consumers’ experiences in physical stores: comparing consumers’ and retailers’ perspectives in past and present time

Abstract

In this paper, we explore consumers’ in-store experiences and their components, from both a consumer and retailer perspective. This is a replication of a study we performed in 2006 and thus we also examine how the role of the physical store has changed over the last decade. We use the Critical Incident Technique (CIT) to improve our understanding of consumers’ in-store experiences. Moreover, we conduct in-depth interviews with Swedish retailers to achieve an understanding of how retailers use aspects of the store environment to enhance the consumer experience. Interestingly, our results suggest that consumers’ in-store experiences to a large extent are created by the same aspects today as ten years ago (e.g. personnel, layout, atmosphere). Furthermore, while retailers today emphasize the importance of fulfilling new and more advanced consumer demands, they often still accentuate the weight and use of traditional values (e.g. personnel and layout) ahead of advanced technology.     

Running for pleasure or performance? How store attributes and hedonic product value influence consumer satisfaction

Previous retailing studies have linked consumer satisfaction to perceived hedonic or utilitarian product value. This research extends previous studies by examining how the context in which the product is purchased (store attributes) and product value influence consumer satisfaction. We conducted a field study with 213 consumers attending two major running events. The findings from structural equation modelling suggest that a specific combination of store attributes (tangible and intangible) and hedonic product value has a positive influence on satisfaction. Results also show that tangible store attributes have a stronger positive impact on utilitarian (vs. hedonic) product value, and that intangible store attributes have a positive impact on hedonic product value. However, we found that only hedonic product value has a positive impact on satisfaction. This research contributes to theory by showing that a match between store attributes (tangible and intangible) and hedonic product value can positively influence satisfaction. In managerial terms, the findings provide insights on how to improve consumer satisfaction in retail environments through store attributes and hedonic product value.     

基于消费者认知的零售店铺印象形成过程拆解

基于消费者认知的零售店铺印象形成是解释消费者购买决策行为的重要内容,消费者对零售店铺印象的形成源于其对店铺重要属性的感知和三个认知参照标准:消费者以往的购物经历、零售店铺业态、店铺选址环境,这三个方面从不同的视角影响着消费者对零售店铺重要属性的判断和整体店铺印象的形成。本文在理顺以往学者研究结论的基础上,拆解并理顺了消费者零售店铺印象的形成过程。     

Authentic British food products: a review of consumer perceptions

Historically, soil, land, climatic constraints and individuals’ skills all contributed to the characteristics of regional food. Food, however, is also subject to the influences of colonialism, immigration, cultural exchange, international trade, improved distribution and technology. British food is constantly evolving in order to fulfil the demands of each generation. Thus, the concept of an authentic British food product is becoming increasingly unclear. This paper therefore addresses what today British consumers actually perceive to be authentic British foods. Results of an exploratory qualitative study are reviewed. Five focus groups were conducted with individuals responsible for half or more of their household’s shopping. The groups incorporated consumers with a range of demographic and economic characteristics. The data gathered from the focus groups revealed that British perceptions of authenticity relate to both artisan as well mass‐produced, branded products. In addition, five dimensions affecting consumer perceptions of an authentic British food product were identified, including: uniqueness to Britain, a cultural or traditional association with Britain, characteristics of the production process, the presence of an authority and specific extrinsic characteristics of the product. The findings have implications for product differentiation and communication, for producers and retailers and also for independent trade associations.     

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.     

Ample Consumption Period Available Until Use-by Dates: A Potential Marketing Position for Store Brands

SUMMARY

Store brands, when moving upscale, inevitably relinquish their value for money appeal and therefore require some quality dimension to compete. This article is proposing that the promise of “generous” use-by dates as a surrogate for quality could be considered as a positioning plank to promote store brands as alternatives to manufactured brands. Logit analysis is employed to explain shoppers' perceptions and responses to use-by dates, of products that they regularly buy, and of alternative products that they have never bought before if the use-by dates of their regular items are perceived to be too short.     

Introduction and Call for Papers

ABSTRACT

This paper reports the results from a study developed on the idea that differences in consumer satisfaction would exist among individuals based on the profit status of their health insurance plan. Analysis of 581 responses received in a national survey of randomly selected households confirmed the idea that satisfaction did vary with profit status. This was particularly true of individuals in not-for-profit HMO plans. They reported greater satisfaction with aspects of health care than individuals in for-profit HMO plans. This study corroborates the findings of other related studies and signals to consumers the need to consider health plan profit status in their selection of an HMO plan.     

Segmentation Correlates for Small Grocery Chain Preference

Abstract

Five benefit segments are identified for grocery patrons. They include: (1) “Customer Service Seeker,” (2) “Specials' Seeker,” (3) “Take-Home Foods and Modern Store Seeker,” (4) “Low Price Seeker,” and (5) “Small Store Seeker.” The key findings are: (1) large grocery chain patrons compared to small chain patrons stress more the importance of low prices while (2) the small chain patrons compared to large chain patrons stress more the importance of service quality attributes and other non-price criteria. Managerial recommendations are also presented for small grocery chain owners.     

Complaint Management

Proper complaint handling can lead to increased customer satisfaction. This study dealt with explanations and compensation regarding a complaint situation in a restaurant. The results showed that customers really do not care who explains the reason for the unsatisfactory service or who offers compensation, as long as they receive both.