The Impact of Consumer Confidence on Store Satisfaction and Share of Wallet Formation |
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| Institution: | 1. Assistant Professor of Practice in Business Statistics, Business Department, NYU Shanghai, 1555 Century Ave., Pudong, Shanghai, 200122, China;2. Distinguished Global Professor of Business, NYU Shanghai, 1555 Century Ave., Pudong, Shanghai, 200122, China;3. Associate Professor of Marketing, School of Management, Fudan University, No.670 Guoshun Road, Shanghai, 200433, China;4. Associate Professor of Marketing, Anderson School of Business, University of California Riverside, 900 University Ave, Riverside CA 92521, USA;1. Trulaske College of Business, University of Missouri-Columbia, 417 Cornell Hall, Columbia, MO 65211, USA;2. Trulaske College of Business, University of Missouri-Columbia, 403C Cornell Hall, Columbia, MO 65211, USA;3. University of Burgos, Área de Comercialización e Investigación de Mercados, Facultad de Ciencias Económicas, Plaza Infanta Elena, s/n, 09001 Burgos, Spain;4. University of Castilla-la Mancha, Área de Comercialización e Investigación de Mercados, Facultad de Ciencias Económicas y Empresariales, Plaza de la Universidad, 1, Albacete 02071, Spain |
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| Abstract: | For retailer managers, it is crucial to understand the relationships between customers’ store attribute evaluations, satisfaction, and share of wallet as well as how these relationships change over time depending on the business cycle. This study investigates this complex relationship using an extensive dataset for all grocery chains in the Netherlands over the period 2009–2012. Our findings indicate that retailers should not overemphasize the importance of a favorable price image in times of low consumer confidence. Instead, our study shows that the relationship between service attributes and customer satisfaction is stronger in periods with low consumer confidence. |
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| Keywords: | Satisfaction Store attributes Retailing |
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