Showing papers in "International Journal of Retail & Distribution Management in 2007"

Corporate brand image, satisfaction and store loyalty

Abstract: Purpose – To study the impact of the corporate store image on customer satisfaction and store loyalty in grocery retailing. Corporate (store) image is defined as the combined effect of how the retailer as a brand, manufacturer brands, and store brands are perceived. The reason for including store brands and manufacturer brands in this definition is that the image and equity of retailer brands depends on the product brands they carry and the equity of those product brands.Design/methodology/approach – A mail survey to consumers, 1,000 usable answers. The test of the proposed model was based on a simple path model that related the latent variables to the dependent manifest variable store loyalty.Findings – Most important for customer satisfaction is the store as a brand. Retailers must be good at retailing. Customers are satisfied when the store is neat and pleasant and when they feel that the store understands their needs. Only certain customer segments are interested in store brands. Satisfied customers a...

An integrative framework capturing experiential and utilitarian shopping experience

Abstract: Purpose – In line with changes in consumer demand, models used in empirical study of the shopping experience have expanded. Reflecting the integrative (experiential and utilitarian) nature of shopping experience, the paper aims to propose an overarching stimulus‐organism‐response based shopping experience framework.Design/methodology/approach – This conceptual paper offers a framework that integrates components of both the hedonic experience related consciousness‐emotion‐value model and the utilitarian experience‐related cognition‐affect‐behavior model. In this paper, articles crossing hedonic and utilitarian boundaries are briefly presented, and the array of variables used in empirical studies of shopping experience, with an emphasis on brick‐and‐mortar shopping experiences, are synthesized for each component of the framework.Findings – The resulting framework is an inclusive overarching structure that explains the consumer shopping experience. This framework is useful for both academia and industry. It ...

Fashion clothing – where does it all end up?

Abstract: Purpose – The purpose of this paper is to investigate how consumers dispose of fashion products and how it might be possible to increase sustainable consumption of textiles.Design/methodology/approach – Increasing volumes of textiles are being produced, purchased and disposed of in landfill sites, which affect the environment. Research has identified the influences in increased purchase behaviour and the tendency to keep clothing for a shorter time. The primary research, undertaken in three stages, is an exploratory examination of the experiences of UK consumers and charity shops managers. Focus groups and key informant interviews were undertaken to achieve the objectives.Findings – This qualitative study identifies consumers' lack of understanding of how this behaviour affects the environment and key informant interviews explore how clothing can be re‐used and recycled. The conclusions assess what can be learnt from the data and offer suggestions for future research.Originality/value – The paper is a new...

The importance of packaging design for own‐label food brands

Abstract: Purpose – This paper seeks to investigate the importance of packaging design for a UK premium own‐label food brand, by developing an understanding of how consumers evaluate own‐label packaging, providing an insight into their shopping behaviour regarding premium own‐label desserts and identifying the factors that influence their purchase decisions. Implicit in this is a need to establish how the packaging designs of premium own‐label products influence the purchase decisions of consumers.Design/methodology/approach – The paper reports on the findings of participant observational exercises employed at two Tesco stores.Findings – Overall, analysis of findings would clearly indicate that there is a strong association regarding the influence of packaging on the purchase decision, with over 73 per cent of interviewed consumers stating that they rely on packaging to aid their decision‐making process at the point of purchase.Research limitations/implications – This study reports on the preliminary findings of th...

Shopping malls attractiveness: a segmentation approach

Abstract: Purpose – The paper aims to determine the attractiveness factors of UAE shopping malls from the shoppers' perspective and then to segment shoppers according to these attractiveness factors.Design/methodology/approach – A survey of university staff and principal component factor analysis were used to identify shopping mall attractiveness factors. Segmentation approach using K‐means cluster analysis was also used to segment mall shoppers due to the identified factors.Findings – This study revealed six mall attractiveness factors from the shoppers' perspective: comfort, entertainment, diversity, mall essence, convenience, and luxury. It also arrived at three mall shopper segments, specifically, relaxed shoppers, demanding shoppers, and pragmatic shoppers. Each segment was profiled in terms of mall attractiveness attributes, demographics and shopping behaviour.Research limitations/implications – This study is limited in that it surveyed UAE University staff as shoppers. Thus, findings may not be representativ...

Consumer characteristics and demand for store brands

Abstract: Purpose – Store brands represent an important part of the consumer goods market and a prominent research area The purpose of this paper is to address a well‐defined problem of store brand research and is concerned with individual characteristics that explain heterogeneous preferences for store brands Understanding how preferences vary with consumer factors is a key element in developing successful marketing strategiesDesign/methodology/approach – A survey is designed and implemented to a large random sample of consumers, using computer‐assisted telephone interviewingFindings – Specific consumer characteristics are associated with interpersonal differences in store brand demand Store brand preferences derive from a broader evaluation process, in which quality has the most significant role The results also demonstrate the changing image of store brands, the endorsement of such products by consumers of higher socio‐economic status, and lead to important implications for both retailers and manufacturers

Consumers online: intentions, orientations and segmentation

Abstract: Purpose – The purpose of this paper is to examine the purchase intentions of online retail consumers, segmented by their purchase orientation.Design/methodology/approach – An e‐mail/web survey was addressed to a consumer panel concerning their online shopping experiences and motivations, n=396.Findings – It is empirically shown that consumer purchase orientations have no significant effect on their propensity to shop online. This contradicts the pervasive view that internet consumers are principally motivated by convenience. It was found that aspects that do have a significant effect on purchase intention are prior purchase and gender.Research limitations/implications – There are two limitations. First, the sample contained only UK internet users, thus generalisations about the entire population of internet users may be questionable. Second, in our measurement of purchase intentions, we did not measure purchase intent per se.Practical implications – These findings indicate that consumer purchase orientati...

Corporate social responsibility and the positioning of grocery brands. An exploratory study of retailer and manufacturer brands at point of purchase

Abstract: Purpose – This study aims to enhance the understanding of what significance consumers place on different aspects of corporate social responsibility (CSR) when evaluating and purchasing grocery brands and products.Design/methodology/approach – The paper builds on existing literature and theories on CSR and marketing, as well as literature on consumers' perceptions of CSR related issues. The Swedish empirical study has two parts; the first explorative stage based on qualitative method and in‐store face‐to‐face interviews through which important consumer attitude‐based attributes of social responsibility are identified in a grocery context. The second quantitative part is based on questionnaires that describe the grocery brand positions and performances along these attributes.Findings – Results point to three general attitude‐based dimensions for CSR positioning and that retail brands can indeed, in relation to leading national brands, build a CSR image. Further, this image is shown to have an impact on cons...

Hedonic usage of product virtualization technologies in online apparel shopping

Abstract: – The purpose of this study is to investigate whether online apparel shoppers' adoption of product virtualization technologies is facilitated more by hedonic motivations than functional motivations due to the hedonic nature of the product virtualization technologies., – In addition to the focus group interview, two separate online surveys with links to a stimulus web site containing one of the two product virtualization technologies was conducted to a national online shopper sample. The data were analyzed using structural equation modeling by comparing the structural coefficients of hedonic and functional motivations on the attitude toward using the product virtualization technologies. The linear combination of functional and hedonic roles of each technology was examined using discriminant function analysis to see if the results were consistent., – The results showed that the hedonic motivation had a stronger positive relationship than functional motivations with the attitude toward using product virtualization technologies. The empirical findings of this study confirm our proposition that perceived entertainment value is a stronger determinant of attitude toward using product virtualization technologies than perceived usefulness., – The findings of the paper support the idea that the direction of technology acceptance model related research should be drawn by the (functional or hedonic) purpose of the technology/system. Based on the current findings, it seems likely that the predictive importance of the hedonic or functional benefits on attitude toward using a particular technology/system will depend, to a large extent, on the primary purpose of the system/technology.

Shopping motivation revised: a means‐end chain analytical perspective

Abstract: Purpose – Shopping motivation is one of the key constructs of research on shopping behavior and exhibits a high relevance for formulating retail marketing strategies. Previous studies of shopping behavior as well as research in the areas of psychology and organizational behavior point towards a need to investigate the hierarchical nature of shopping motivation. The present study intends to take the first steps towards the development of a hierarchical theory of shopping motivation.Design/methodology/approach – Means‐end chain theory is adopted to explore the hierarchical nature of shopping motivation. A total of 40 in‐depths interviews with apparel shoppers were conducted using the laddering technique. Results are depicted in three hierarchical value maps.Findings – Evidence is provided relating to the social, experiential, and utilitarian aspects of shopping as represented by four dominant motivational patterns referring to the issues of shopping pleasure, frictionless shopping, value seeking, and qualit...

Conceptualising consumer behaviour in online shopping environments

Abstract: Purpose – This study seeks to adopt a holistic approach to consider how consumers perceive online shopping environments. The conceptual model proposes that consumers perceive these environments in terms of their sense‐making and exploratory potential, and it considers the influence of these on user involvement with the web site, shopping value and intention to revisit.Design/methodology/approach – A survey was administered to 301 respondents after they had shopped on a specific web site for eight minutes. Structural equation modelling was used to validate the measures developed and test the hypothesised model.Findings – Sense‐making and exploratory potential are distinct constructs; exploratory potential mediates the relationship between sense‐making potential and involvement. Furthermore, involvement is essential in producing shopping value and intention to revisit.Research limitations/implications – The study highlights the importance of the exploratory potential of web sites since sense‐making is neces...

Understanding the causes of the bullwhip effect in a supply chain

Abstract: Purpose – This study attempts to determine the relative contribution of each of the causes of the bullwhip effect and to identify which causes of the bullwhip effect have relatively significant impacts on the variability of orders in supply chains.Design/methodology/approach – Computer simulation models are developed. A fractional factorial design is used in collecting data from the simulation models. Statistical analyses are conducted to address the research objectives.Findings – When all of the nine possible causes of the bullwhip effect are present in the simulation models, the following six factors are statistically significant: demand forecast updating, order batching, material delays, information delays, purchasing delays and level of echelons. Among these six factors, demand forecast updating, level of echelons, and price variations are the three most significant ones.Research limitations/implications – Simulation models for the beer distribution game are developed to represent supply chains. Diffe...

Information quality attributes associated with RFID‐derived benefits in the retail supply chain

Abstract: Purpose – This paper aims to report on research that examined the recent scholarly literature to identify the information quality attributes associated with radio frequency identification (RFID)‐based benefits across sectors of the retail supply chain.Design/methodology/approach – Reflecting the recent interest in RFID technology, the literature review was limited to scholarly articles published since the late 1990s when there appears to have been a surge in research and publishing activity. Moreover, the paper uncouples RFID‐focused technology findings that are a feature of many previous publications and reports on the decision‐making attributes associated with the perceived benefits of adopting the technology.Findings – Many RFID‐based benefits were found to be associated with the distribution and transportation sectors of the supply chain, however, an emerging number are also apparent in the retail and post retail domains. The improved information value associated with RFID‐derived benefits was embodie...

Adoption of travel e‐shopping in the UK

Abstract: Purpose – This study aims to explore consumers' adoption of internet shopping in the context of UK travel services The key objective is to identify the profile of internet shoppers and the antecedents of internet shopping adoption for travel servicesDesign/methodology/approach – The paper includes evidence and findings from an online survey questionnaire distributed to existing travel e‐shoppers in the UK via their e‐mail address Drawing upon Davis' technology acceptance model (TAM), the study proposes a model for the prediction of internet shopping adoption, with inclusions of personal and cognitive influence The model identifies the structural relationships among eight constructs, which were examined through structural equation modellingFindings – The results of this study yield evidence that previous technology acceptance and diffusion research, and specifically the significant body of work based on the TAM, may serve as a foundation for much needed research into consumers' adoption of internet‐re

Perspectives on retail format innovation: relating theory and practice

Abstract: Purpose – Neither retail formats nor business models are static entities. Retailers develop new formats, manage existing formats and discard formats over time, as a consequence of many contributory factors in the retail environment. The paper provides a brief summary of our existing understanding of the retail innovation process and of the longer term retail format lifecycle, before placing this alongside recent UK research into the contemporary practice of format innovation. It explores four features of recent format change in the UK that provide the basis for distinctive business models. Design/methodology/approach – Analysis is derived from interviews with retail practitioners and supported by quantitative evidence from government statistical sources. Findings – The paper concludes that whilst existing models of retail format change can risk oversimplifying and formalising what are often experimental, incremental and often accidental processes, they can complement our understanding of longer term trends in UK retail formats. Practical implications – The evolution of retail formats, together with the retail business models of which they are an expression, has been a continuing source of interest amongst stakeholders ranging from consumers, developers and investors. Findings demonstrate that innovation is seen as providing an important source of diversity and renewal for urban and suburban spaces.

Labour turnover in the retail industry: Predicting the role of individual, organisational and environmental factors

Abstract: Purpose – This paper aims to identify key variables that influence the variability of labour turnover.Design/methodology/approach – The approach used in this research is a case study of a major retailer. The key data sources are an index for local competitive and labour market factors, an annual employee survey, and internal labour turnover data for each UK unit of the retailer. The method used for analysis is stepwise regression which identifies the key relationships that predict labour turnover.Findings – The findings show that environmental factors such as local labour markets have a major influence on labour turnover. Organisational factors such as company culture and values are a significant influence. Management behaviour as seen through operational and control variables are also of importance. Individual employee variables are also important in decisions concerning turnover.Research limitations/implications – The statistical analysis accounts for 38.7 per cent of the total variance in labour turnov...

Creative space: design and the retail environment

Abstract: Purpose – This paper sets out to explore the concept of creativity in the context of the retail store environment and the function of design in shaping this environment.Design/methodology/approach – The paper uses a cross‐disciplinary approach to review theoretical approaches to creativity, and their relevance to the retail industry. It subsequently assesses types of retail spaces, and then moves on to compare the concept of retail design with product design and its implications for creativity and retailers.Findings – It demonstrates the complexity of creativity as a concept, and the opportunities to create retail spaces through design‐led approaches. It defines retail design and its engagement with stakeholders within and outside the organisation and its impact on organisational creativity.Research limitations/implications – As a review paper it covers a number of perspectives on creativity, design and store environments. However, these are not exhaustive, and invite further discussion and scoping for fu...

Shopping for pleasure? Shopping experiences of Hungarian consumers

Abstract: Purpose – To examine shopping motives and behaviour in shopping centres in Hungary, which has seen rapid and recent development in its retail structure. To explore whether the level of hedonic shopping value derived by consumers is less pronounced than in more developed market economies, and to develop a taxonomy of patterns of shopping behaviour which may establish a baseline for future research in the country.Design/methodology/approach – The data were collected through a mall intercept survey of 355 shoppers at seven large shopping centres in five major cities in Hungary.Findings – Hungarian consumers tend to approach shopping as work, despite the rapid development of the retail industry in the country. Four shoppers' segments are identified using cluster analysis: relaxed utilitarians, strict utilitarians, committed shoppers and browsers.Practical implications – Given the emphasis of Hungarian consumers on product‐related shopping motives and that they make most of their purchase decisions prior to th...

Rural Retailing: a sector in decline?

Abstract: Purpose – The paper seeks to review dynamic forms of rural retailing, by location, that have innovated through a mixture of actions leading to growth, adaptation, diversification and differentiation.Design/methodology/approach – Reviews relevant academic literature and draws upon contemporary policy‐related material that details recent innovation within the sector. A rural retail typology by location is presented: retailing within market towns, village shops and stand‐alone retailing forms (farm shops and speciality rural retail outlets).Findings – Since, the nature together with form of what characterises dynamic and innovative rural retailing differs by location, the typology is based on the above schema. First, market towns have used growth and differentiation opportunities as strategic foci. Second, innovative village shops have applied strategies that seek to counter their structural weaknesses, harness the community and yield new revenue streams. Third, the manner in which stand‐alone retailing form...

The shopping experience of female fashion leaders

Abstract: Purpose – The purpose of this paper is to explore how the shopping mall environment impacts on hedonic and utilitarian shopping experiences, and approach behaviour of fashion leaders and followers.Design/methodology/approach – Fashion shoppers' response and behaviour has been modelled in an invariant multigroup latent structural path analysis. Paths were initially constrained and then released as required. More than 300 usable questionnaires were acquired from a mall intercept in a regional urban middleclass shopping centre. Participants were probed on their attitude about fashion, perception of the shopping mall, present mood, shopping value and approach behaviour toward the mall.Findings – The mall environment directly influences fashion leaders' hedonic shopping experience and approach behaviour. Fashion followers' hedonic shopping experience may be mood driven, while that of fashion leaders' is triggered by higher involvement cognitive processing.Research limitations/implications – This study was carr...

New shopping centres: is leisure the answer?

Abstract: Purpose – Consumers are spending more on leisure, and retailers and shopping centre developers are seeking ways to make shopping more of a leisure pursuit. This paper deals with the questions: what is leisure shopping, who are leisure shoppers, what is leisure retailing, and how are shopping centres providing for them?Design/methodology/approach – Brief reviews of key research domains establish various meanings for leisure shopping and give some indications of who leisure shoppers are. Recent developments in shopping centres are considered. The last section discusses conceptual models, building on earlier empirical work on the functioning of shopping centres which incorporate leisure activities.Findings – Leisure shopping is not best conceptualized as part of a continuum from purposive to leisure oriented. Rather, it may exist in a variety of circumstances, dependent on individual characteristics, trip motivations, the social setting of the trip and the nature of the destination. Leisure centres are not a...

Convenience store location planning and forecasting – a practical research agenda

Abstract: Purpose: To compare the accepted techniques of location analysis in the food sector with the realities of “real world” forecasting in convenience store (c-store) retailing. To offer a conceptual framework for c-store operators intending to become more strategic in their small store location planning but currently lacking established expertise or extensive research budgets. Approach/Methodology: Outlines potential best practice based on industry experience, and contact and discussion with location analysts and retail consultants, as well as a wide ranging examination of the academic literature in this area. Research/practical implications: First, to briefly detail the strategic regulatory motivations and location planning implications of the major UK food retailers entering this market. Second, to summarise the established sales forecasting techniques in food retailing. Third, to review why these established approaches are difficult to apply to convenience stores in neighbourhood markets. Fourth, to detail basic approaches that should be further developed by small store operators lacking budgets to develop specialist location planning departments. Originality/value: Academic conceptualisations of location planning in the convenience store sector are largely absent from the literature. This paper adopts a practical perspective.

Customer preferred channel attributes in multi‐channel electronic banking

Abstract: Purpose – The purpose of the study is to increase the understanding of the diverse retail channel preferences of online bank customers by examining their channel attribute preferences in electronic bill paying. Two different groups of online customers were examined: those who pay their bills over the internet and those who, in addition, have experience of using a mobile phone for this service.Design/methodology/approach – A large internet survey was implemented and conjoint analysis was used in order to identify the utilities of the attribute levels and relative importance of the different attributes. Moreover, cluster analysis was used to group the individuals into homogenous attribute preference segments.Findings – The empirical findings indicate that internet users and mobile users differ in their channel attribute preferences. The results suggest coherent customer preference segments in both groups. In addition, the study identifies a group of potential mobile banking users among those who have never ...

Examining the effects of role stress on customer orientation and job performance of retail salespeople

Abstract: Purpose – The purpose of this paper is to examine causal relationships between role stress, customer orientation, selling orientation, and job performance of retail salespeople.Design/methodology/approach – The sample (n=259) was salespeople in eight units of a national department store located in the USA. Participants in the clothing, accessories, shoe, and home furnishings departments completed self‐administered questionnaires. To test the hypotheses, structural equation was employed using AMOS 4.0.Findings – Role stress (i.e. role conflict and role ambiguity) affected customer orientation and also had direct and indirect effects on job performance mediated by customer orientation. The impact of role conflict was negative on customer orientation, but positive on selling orientation and job performance.Practical implications – Retail managers are instrumental in creating a culture conducive to the practice of customer orientation and the degree to which retail salespeople experience role stress.Originali...

Employer perceptions of skills gaps in retail: issues and implications for UK retailers

Abstract: Purpose – This paper seeks to identify the skills gaps associated with retail employees in SME and multiple retail companies, and to investigate the potential training and business implications that arise from these skills gaps, from the point of view of retail employers. Design/methodology/approach – Research was conducted within one geographical region and across five counties within the UK. Telephone and face-to-face interviews and focus group workshops were conducted, resulting in responses from 52 retailers. Findings – The key issues and areas of concern to emerge were: the industry image and impact on recruitment and retention; employee and management skills gaps; and barriers to training. Research limitations/implications – The findings highlight the need for UK retail industry to raise the image of the sector, to identify the skills sets for specific roles, and to clarify the retail qualifications and training required delivering these. Originality/value – Succeeds in identifying the skills gaps associated with retail employees in SME and multiple retail companies and in investigating the potential training and business implications arising from these skills gaps.

The use of the internet as a marketing channel for Irish speciality food

Abstract: Purpose – Online shopping is one of the most rapidly growing forms of shopping and provides a global shop window for producers who wish to sell and market their products. This paper seeks to investigate the internet as an alternative distribution channel for Irish producers of speciality food products.Design/methodology/approach – Primary data collection involved consumer focus groups, a producer web audit, producer depth interviews and an e‐mailed online producer survey.Findings – Consumers of speciality food appear to trade off the convenience and variety potentially available with online shopping for the sales experience associated with more traditional outlets, particularly speciality food outlets and direct sales channels. Nonetheless, the internet can be a significant sales channel for some speciality food producers with products of specific attributes, e.g. high value goods, and products with elaborate and gift‐oriented packaging and for those targeting consumers with previous purchase experience. ...

Using behavioural and motivational thinking in food segmentation

Abstract: Purpose – Emerging consumer trends within the food industry have increased the need to create market‐oriented products. In order to do so, a future strategy focusing on consumer behaviour and segmentation should be utilised. By identifying how a consumer behaves throughout the purchasing process a company can determine whether what they are offering translates into what a consumer actually needs. This paper seeks to propose that the utilisation of consumer purchase motivation and decision‐making models can help identify specific customer clusters to improve marketing strategy.Design/methodology/approach – The proposed methodology is a combined study of both qualitative and quantitative methods consisting of interviews, focus groups and a consumer questionnaire.Findings – A new conceptual model, which integrates motivation, and decision‐making models in a food context are proposed.Practical implications – By potentially gaining an intimate knowledge of the consumer, such models can optimise food‐marketing ...

Students' views of retail employment – key findings from Generation Ys

Abstract: Purpose – The aim of this paper is to highlight some preliminary findings regarding students' perceptions of retail employment. It concentrates on those students who belong to Generation Y, those born between 1977 and 1994.Design/methodology/approach – The research instrument consisted of a questionnaire survey administered to business studies students at two Scottish universities – Glasgow Caledonian University and Stirling University. This paper reports on responses to 340 of these questionnaires – those students who already have some experience of retail employment, mainly as their part‐time employment experiences while studying for their degree.Findings – Retail employment experience is common with the majority of students. Their expectations for future retail employment after graduation is to enjoy their work, while they are also concerned with fairness, equality and tolerance from their future employment.Practical implications – The results are of benefit to retail employers' as preliminary indicati...

The Body Shop and the role of design in retail branding

Abstract: Purpose – To demonstrate how a company's retail store design relates to its brand and is influenced by, and contributes to, its corporate values.Design/methodology/approach – The case study briefly summarises the significance of corporate values, branding and design in the retail industry, and subsequently explores The Body Shop's application of these elements to its business. The case study is contextualised by The Body Shop's retail environment forming a particularly important communication channel for the company.Findings – The Body Shop has in many ways been the victim of its own success. Being a unique proposition, and having effectively created its own retail category, it has appeared slow to evolve its brand identity. The strong association between the company and its campaigning founder, increasing competition and changing consumer attitudes, have been significant factors in the company's struggle to re‐align and update its brand.Research limitations/implications – The case study largely draws on ...

Consumer adoption of online music services: the influence of perceived risks and risk relief strategies

Abstract: Purpose – The aim of this paper is to offer insights into what consumers are looking for when downloading music and what different consumer groups might look for in commercial online music services, based on their current level of music downloading, and their likelihood of purchasing music online in the near future.Design/methodology/approach – The literature review focused on the risk and adoption theories. Interviews were used to help derive variables used in the design of a questionnaire. A web survey of 211 samples was used as a data collection method for this study.Findings – The results suggest that performance and time‐loss aspects of perceived risks are playing an important role, while social and psychological aspects of risks are of the least concern to consumers. Where different types of users are concerned, those with the most experience of downloading music are the least profitable segment to target. Non and Light downloaders, on the other hand, should be the focus of marketing activities, alt...