Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer satisfaction accounts for 32 % of sales per square meter sales area. An additional factor analysis identifies service and product quality as main determinants of customer satisfaction. Consumers consider the freshness of fruit and vegetables as representative for the quality of the whole assortment. A correlation analysis demonstrates that customer enthusiasm is a more accurate factor in the recommendation of shops than customer satisfaction. The paper ends with managerial and scientific implications

Antecedents of acceptance of social networking sites in retail franchise and restaurant businesses

The paper examines the antecedents of acceptance of social networking sites in retail franchise and restaurant businesses. The success of retail franchise and restaurant business oper-ators via social networking sites depends not only on organiza-tional benefits but also on their behavioral intentions of using it. Three hundred and twenty four samples collected from South Korean retail franchise and restaurant employees are analyzed using factor analysis, structural equation model techniques and one-way analysis of variance. The results of the study identify the three constructs of organizational benefits, perceived tangible assets and perceived intangible assets as for important ante-cedents to accept social networking sites for their business use. Moreover, higher position employees tend to have more favor-able perception of tangible assets and acceptance of social net-working sites for their business use

The impact of different touchpoints on brand consideration

Marketers face the challenge of resource allocation across a range of touchpoints. Hence understanding their relative impact is important, but previous research tends to examine brand advertising, retailer touchpoints, word-of-mouth, and traditional earned touchpoints separately. This article presents an approach to understanding the relative impact of multiple touchpoints. It exemplifies this approach with six touchpoint types: brand advertising, retailer advertising, in-store communications, word-of-mouth, peer observation (seeing other customers), and traditional earned media such as editorial. Using the real-time experience tracking (RET) method by which respondents report on touchpoints by contemporaneous text message, the impact of touchpoints on change in brand consideration is studied in four consumer categories: electrical goods, technology products, mobile handsets, and soft drinks. Both touchpoint frequency and touchpoint positivity, the valence of the customer's affective response to the touchpoint, are modeled. While relative touchpoint effects vary somewhat by category, a pooled model suggests the positivity of in-store communication is in general more influential than that of other touchpoints including brand advertising. An almost entirely neglected touchpoint, peer observation, is consistently significant. Overall, findings evidence the relative impact of retailers, social effects and third party endorsement in addition to brand advertising. Touchpoint positivity adds explanatory power to the prediction of change in consideration as compared with touchpoint frequency alone. This suggests the importance of methods that track touchpoint perceptual response as well as frequency, to complement current analytic approaches such as media mix modeling based on media spend or exposure alone

Optimizing Franchisee Sales and Business Performance in Retail Food Sector

This paper aims at identifying attributes of players in franchising process that contribute in delivering satisfaction in purchasing and operating the outlets in Mexico. The discussion also focuses the impact of cultural diversities in franchisee selection, outlet management and achieving high performance. Franchisee relationship has been evaluated in reference to principal determinants attributing to the enhancement of satisfaction and strengthening franchisor-franchisee ties. It has been observed in the study that performance of franchisee outlets is a function of outlet attraction, supply and manufacturing management, quality, price, and promotional strategies as functional factors. Besides, relational variables including personalized customer services, leisure support and customer convenience also influence the performance of outlets.Franchising, performance measurement, market demand, sales management, retailing, store organization, pricing, promotional strategies, customer value and business growth

How effective is 'relationship marketing' in gaining customer loyalty to securities brokerages?

Relationship marketing (RM) is widely acknowledged as a useful tool in gaining customer loyalty in various sectors. However, to date, there had been no research on how RM impacts customer loyalty in the securities brokerage firm industry in The Stock Exchange of Thailand. This study employs an inductive research approach to explore RM in securities brokerage firms in Thailand’s financial services sector and gain an understanding of customers’ and other stakeholders’ views of RM activities and loyalty to brokerages in an emerging market. Multiple data collection methods were employed, including semi-structured interviews as the main collection method and participant observations in a supporting role. Qualitative content analysis and coding techniques were used for analysing the data. This pioneering research provides new theoretical and practice knowledge and delivers a far more subtle and nuanced analysis of the dynamics at play between customer loyalty, various RM strategies and different customer types – compared to the current literature. The study found that securities brokerage firms in Thailand implemented RM practice but with differences in relationship marketing strategies, depending on the types of customers being targeted. The study identified the main factors impacting on customer loyalty to both local and international securities brokerage firms. Finally, the research confirmed that RM had a demonstrable impact in gaining customer loyalty to securities brokerage firms in The Stock Exchange of Thailand (SET), but with intriguing characteristics, for example, RM’s positive impact on individual short-term investors’ loyalty, not to brokerages, but to particular staff

Diderot´s rule

Like many new products, newly released creative goods such as books, music records and movies are sometimes ‘surprise’ hits but often flops. Experimental and empirical research suggests that it is hard to predict the demand for a new creative good, and therefore its success, even for industry experts. Rules of thumb on the quantitative properties of demand uncertainty exist for various creative industries – including a rule by Denis Diderot (1763) according to which one out of ten published books is a commercial success. Yet, representative evidence on any industry’s new-product success rate is scarce. This paper studies new-product success in a random sample of novels. Its empirical strategy to identify success – a simple characterization of author-publisher bargaining combined with a parsimonious model of new-product diffusion – is based on the common observation that word-of-mouth is a crucial success factor in creative industries. Parametric and semi-parametric estimation results corroborate Diderot’s rule: between 10 and 15% of novels enjoy significantly positive effects of word-of-mouth. -- Neu veröffentlichte Kreativgüter wie Bücher, Musikalben und Filme sind, ähnlich anderen neuen Produkten, zwar manchmal "Überraschungserfolge", meistens jedoch Flops. Laut experimentellem und empirischem Forschungsstand ist es selbst für Branchenexperten schwierig, die Nachfrage nach einem neuen Kreativgut, und damit seinen kommerziellen Erfolg, vorherzusagen. Daumenregeln zu den quantitativen Eigenschaften dieser Nachfrageunsicherheit existieren in einigen kreativen Branchen – unter anderem eine Regel von Denis Diderot (1763), wonach eines von zehn veröffentlichten Büchern ein kommerzieller Erfolg ist. Allerdings mangelt es an repräsentativer Evidenz zu der Erfolgsrate neuer Produkte, gleich in welcher Branche. Dieses Papier untersucht den Erfolg neuer Produkte in einer zufälligen Stichprobe von Romanen. Die verwendete empirische Strategie zur Identifikation von Erfolg - eine einfache Charakterisierung der Verhandlungen zwischen Autor und Verlag, kombiniert mit einem überschaubaren Modell der Diffusion neuer Produkte - basiert auf der verbreiteten Beobachtung, dass Mundpropaganda ein entscheidender Erfolgsfaktor in kreativen Branchen ist. Parametrische und semiparametrische Schätzergebnisse bestätigen Diderot's Daumenregel: zwischen 10 und 15% der Romane profitieren von einem signifikant positiven Einfluß von Mundpropaganda.new-product success rate,demand uncertainty,word-of-mouth,creative industries

ReQwip : business plan and go-to-market strategy

textThe nature of this Report is to outline the proposed business opportunity for reQwip -- an online marketplace for buying, selling and renting sports equipment -- and the go-to-market strategy for this young startup. reQwip is an Austin, Texas-based technology company founded by students and alumni of The University of Texas at Austin for the purpuse of creating a mobile, peer-to-peer (P2P) marketplace for buying, selling and renting new and used sports equipment. ReQwip is launching its minimum viable product (MVP) in Spring 2014. The MVP is a liquid marketplace focused specifically on buying and selling new and used cycling and triathlon gear in Austin,TX and greater Central Texas. This MVP is our gateway into a sporting goods industry worth $150 billion in sales worldwide and$54 billion in the United States, of which $1-3 billion is used gear sales in the U.S.AdvertisingBusiness Administratio

The Influence of Online Word of Mouth on Product Sales in Retail E-commerce: An Empirical Investigation

The ability to exchange opinions and experiences online is known as online word of mouth (WOM). Due to the high acceptance of consumers and their apparent reliance on online WOM it is important for organizations to understand how it works and what kind of impact it has on product sales. Using the well-established notions of volume and valence to describe online WOM, we empirically evaluate the hypothesized relationship between online WOM in a retail e-commerce site and actual product sales. Our analysis of the data shows that there is a significant change in the number of products sold following the addition of online WOM to a retail e-commerce site’s product pages. Additionally, only the volume dimension of online WOM, measured by the number of customer review comments, is shown to have an influence on product sales