A planned study of the impact of B2C logistics service quality on shopper satisfaction and loyalty

Purpose of the paper: This paper reports on an in-progress study of the impact of business to consumer (B2C) logistics service quality (LSQ) on in-store shopper satisfaction and loyalty. Methodology: A comparative research approach is being used across the UK, France and Germany to also investigate country-specific differences of consumer shopping behaviour and channel strategies. The first stage, in-line with a deliberate integrated supply chain approach, consists of structured in-depth interviews conducted with managers at the producer/retailer interface, e.g. producer category captains and retail category managers. This qualitative stage will be followed-up by a quantitative survey stage targeting consumers as shoppers to determine how their expectations of retail LSQ and associated activities influence their satisfaction and ongoing loyalty. Findings: A broad literature review has generated over 40 variables of interest for both LSQ and loyalty, and almost 10 variables of satisfaction. This study will contribute theoretically by considering a B2C setting for LSQ, which is the final aspect of point of origin to point-of-consumption, whereas most general LSQ literature and LSQ’s impact on customer satisfaction and loyalty has been dominated by business to business (B2B) designs from point-of-origin to point of sale, that is they assume consumer expectations are a given or a different domain. Research limitations: Although covering three major European grocery retail markets, this study might not be considered as representative, especially when adopting a world-wide perspective. Practical implications: As this study emphasises consequences of B2C LSQ on downstream or consumer satisfaction and loyalty, rather than considering the upstream origins of related problems that dominate extant research, it will contribute practically by providing managers with an understanding of the components of LSQ considered critical by consumers

Large UK retailers' initiatives to reduce consumers' emissions: a systematic assessment

In the interest of climate change mitigation, policy makers, businesses and non-governmental organisations have devised initiatives designed to reduce in-use emissions whilst, at the same time, the number of energy-consuming products in homes, and household energy consumption, is increasing. Retailers are important because they are at the interface between manufacturers of products and consumers and they supply the vast majority of consumer goods in developed countries like the UK, including energy using products. Large retailers have a consistent history of corporate responsibility reporting and have included plans and actions to influence consumer emissions within them. This paper adapts two frameworks to use them for systematically assessing large retailers’ initiatives aimed at reducing consumers’ carbon emissions. The Framework for Strategic Sustainable Development (FSSD) is adapted and used to analyse the strategic scope and coherence of these initiatives in relation to the businesses’ sustainability strategies. The ISM ‘Individual Social Material’ framework is adapted and used to analyse how consumer behaviour change mechanisms are framed by retailers. These frameworks are used to analyse eighteen initiatives designed to reduce consumer emissions from eight of the largest UK retail businesses, identified from publicly available data. The results of the eighteen initiatives analysed show that the vast majority were not well planned nor were they strategically coherent. Secondly, most of these specific initiatives relied solely on providing information to consumers and thus deployed a rather narrow range of consumer behaviour change mechanisms. The research concludes that leaders of retail businesses and policy makers could use the FSSD to ensure processes, and measurements are comprehensive and integrated, in order to increase the materiality and impact of their initiatives to reduce consumer emissions in use. Furthermore, retailers could benefit from exploring different models of behaviour change from the ISM framework in order to access a wider set of tools for transformative system change

An international study of the impact of B2C logistics service quality on shopper satisfaction and loyalty

Paper presented at 17th Toulon-Verona International Conference. This paper reports on an in-progress study of the impact of business to consumer (B2C) logistics service quality (LSQ) on in-store shopper satisfaction and loyalty. LSQ in this study is considered to be a holistic concept and not limited to specific dimensions and trade-offs, for example on-shelf availability versus out-of-stock situations. A comparative research approach is used across the UK, France and Germany to also investigate country-specific differences of consumer shopping behaviour and channel strategies. The first stage, in-line with a deliberate integrated supply chain approach, consists of structured in-depth interviews conducted with managers at the producer/retailer interface, e.g. producer category captains and retail category managers. This qualitative stage is being followed-up by a quantitative survey stage targeting consumers as shoppers to determine how their expectations of retail LSQ and associated activities influence their satisfaction and ongoing loyalty. This study will contribute theoretically by considering a B2C setting for LSQ, which is the final aspect of point of origin to point-of-consumption, whereas most general LSQ literature and LSQ’s impact on customer satisfaction and loyalty has been dominated by business to business (B2B) designs from point-of-origin to point of sale, that is they assume consumer expectations are a given or a different domain. Further, as this study emphasises consequences of B2C LSQ on downstream or consumer satisfaction and loyalty, rather than considering the upstream origins of related problems that dominate extant research, it will contribute practically by providing managers with an understanding of the components of LSQ considered critical by consumers

Does B2C online logistics service quality impact urban logistics?

This paper reports on an in-progress research study regarding the impact of business to consumer (B2C) online logistics service quality (OLSQ) for shopper satisfaction and loyalty on urban logistics across the UK, France and Germany to also investigate country-specific differences of consumer online shopping behaviour and channel strategies. A two-stage approach is adopted consisting of firstly of qualitative research conducted with managers at the producer/retailer interface and secondly a quantitative survey stage targeting consumers as online shoppers to determine how their expectations of OLSQ and associated activities influence their satisfaction and ongoing loyalty. This study should contribute theoretically by considering a B2C setting for OLSQ, which is the final aspect of point-of-origin to point-of-consumption, as most general literature on these topics has been dominated by business to business (B2B) logistical designs, and also identify any discrepancies between consumer expectations or behaviour as it may affect urban logistics solutions. Further, this study should contribute practically by providing managers with an understanding of the components of OLSQ considered critical by consumers

MARKET SEGMENTATION PRACTICES OF RETAIL CROP INPUT FIRMS

While market segmentation and the associated idea of target marketing are not new, there are questions about how the strategy of market segmentation and target marketing is being used in retail agribusiness firms. Previous research has demonstrated that distinct groups of farmers/customers exist (Alexander). However, retail crop input firms tend to be of modest size and are geographically bound. Both lack of resources and confinement to a specific geographic market present challenges for successful implementation of a market segmentation/target marketing strategy (Stolp). In this study, market segmentation/target marketing practices were explored in two types of crop input retailers: independently owned and operated firms (9 firms) and agricultural cooperatives (11 firms). A number of questions related to market segmentation/target marketing strategy were assessed via a web-based survey and telephone interviews. Referencing Best's seven-step framework, market segmentation is compared and contrasted by firm type; gaps in market segmentation strategy execution are identified; and challenges to implementing a market segmentation strategy are considered. Results show that market segmentation/target marketing was employed by 85% of the crop input retailers in the sample. Key gaps identified in market segmentation strategy execution include measuring market segment attractiveness; evaluating market segment profitability; developing a product-price positioning strategy for a tailored offering; expanding the positioning strategy to include promotional and sales elements of the marketing-mix; and evaluating the progress/success with each target market segment. Addressing these key gaps will aid industry professionals as they work to serve the needs of a continuously evolving farmer/customer base.market segmentation, target marketing, crop inputs, distribution channel, retailer

Market Segmentation Practices of Retail Crop Input Firms

The farmers targeted by crop input retailers may be divided into distinct groups or segments, but retail crop input firms vary in their ability to implement strategies to serve individual segments. In this study, segmentation practices among cooperatives and independently owned crop input retailers were explored. Addressing gaps between Best’s seven-step market segmentation framework and retailer practices will help practitioners serve evolving farmer-customers.market segmentation, target marketing, crop inputs, distribution channel, retailer, Marketing, Q10, Q13,

Wissensstandsanalyse zum Verbraucher- und Ernährungsverhalten bei ökologischen Lebensmitteln mit Einbezug der Außer-Haus-Verpflegung

Die vorliegende Studie enthält einen umfassenden Überblick zur nationalen wie internationalen Verbraucherforschung für Öko-Lebensmittel. Insgesamt wurden 562 Publikationen basierend auf 338 wissenschaftlichen Studien aus dem Zeitraum Januar 2000 bis Juni 2011 zu den Themengebieten Determinanten des Verbraucherverhaltens, Verbrauchersegmentierung, Produkt-, Preis-, Kommunikations- und Distributionspolitik sowie Außer-Haus-Verzehr analysiert und hinsichtlich ihrer Datengrundlage und Methodik bewertet. Die Betrachtung der einschlägigen englisch- und deutschsprachigen Literatur lieferte Erkenntnisse zum Wissensstand über die Verbraucherforschung für Öko-Lebensmittel und ermöglichte die Identifizierung relevanter Forschungslücken für Deutschland, die richtungsweisend für die zukünftige Forschung ist. Insgesamt ergab sich eine hohe Publikationsdichte insbesondere in den letzten vier Jahren. Zu den zahlenmäßig am häufigsten behandelten Themengebieten gehören die Determinanten des Verbraucherverhaltens, die Produktpolitik sowie die Preispolitik. Dennoch sind auch hier viele gänzlich unbearbeitete Fragestellungen, bspw. zu den Geschmackspräferenzen unterschiedlicher Verbraucher-gruppen, zu umweltfreundlichen Verpackungen sowie zur Preiskenntnis und Preispsychologie des Konsumenten, zu finden. Darüber hinaus konnten innovative Aspekte der Trendforschung zum Thema Öko-Lebensmittel ausgemacht werden. Andere Themengebiete wie zum Beispiel Kommunikationspolitik und Außer-Haus-Verzehr sind bisher kaum untersucht. Die Status-Quo-Analyse wurde mit den Ergebnissen aus einer Online-Befragung und einem Experten-Workshop ergänzt, um die Relevanz der identifizierten Forschungslücken einzuschätzen und den Forschungsbedarf aus Praktiker- und Expertensicht zu ermitteln. Aus dieser umfassenden Analyse konnten konkret Empfehlungen für zukünftige Forschungsschwerpunkte in Deutschland abgeleitet werden

A commentary on social & experiential (e-)retailing and (e-)shopping deserts

Purpose – The last ten years have seen a gradual withdrawal of retail facilities from many local areas and the consequent growth of ‘shopping deserts’, resulting in social and health disbenefits. This paper examines the potential for e-shopping to fill the vacuum and to assist disadvantaged shoppers. Design/methodology/approach – The paper uses prior published research to comment on the extent to which e-retailing may be the shopping solution of the future? Findings – The Internet has limited potential to compensate for shopping deserts, as consumers who do not have a good range of physical shops within walking distance also tend to lack access to the Internet. Research limitations/implications – The paper is based solely on prior research. The authors recommend action research that may hopefully help excluded shoppers to become more included by addressing the problems of access to e-shopping. Practical implications – Government, service providers and e-retailers are may consider interventions such as subsidised Internet access, training and the provision of e-cash. Originality/value – The paper links research from diverse fields relating to shopping deserts, the digital divide, health, wellbeing, social and experiential aspects of (e-)shopping

e-Consumer Behaviour

Purpose – The primary purpose of this article is to bring together apparently disparate and yet interconnected strands of research and present an integrated model of e-consumer behaviour. It has a secondary objective of stimulating more research in areas identified as still being underexplored. Design/methodology/approach – The paper is discursive, based on analysis and synthesis of econsumer literature. Findings – Despite a broad spectrum of disciplines that investigate e-consumer behaviour and despite this special issue in the area of marketing, there are still areas open for research into econsumer behaviour in marketing, for example the role of image, trust and e-interactivity. The paper develops a model to explain e-consumer behaviour. Research limitations/implications – As a conceptual paper, this study is limited to literature and prior empirical research. It offers the benefit of new research directions for e-retailers in understanding and satisfying e-consumers. The paper provides researchers with a proposed integrated model of e-consumer behaviour. Originality/value – The value of the paper lies in linking a significant body of literature within a unifying theoretical framework and the identification of under-researched areas of e-consumer behaviour in a marketing context