| 1. |
- Friman, Margareta, et al.
(författare)
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Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. I
- 2001
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Ingår i: Journal of Retailing and Consumer Services. - 0969-6989 .- 1873-1384. ; 8:2, s. 95-104
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Tidskriftsartikel (refereegranskat)abstract
- A mail survey was conducted to investigate factors affecting public transport users´ satisfaction with the service. The respondents were residents of a metropolitan area of Sweden. A model was proposed and estimated using the maximum-likelihood method available in LISREL VIII. In the model, overall cumulative satisfaction is positively related to attribute-specific cumulative satisfaction which in turn is negatively related to the remembered frequency of negative critical incidents. In addition, measurement models indicated that both attribute-specific satisfaction and the frequency of negative critical incidents are related to treatment by employee, reliability of service, simplicity of information, and design.
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| 2. |
- Marell, Agneta, et al.
(författare)
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Direct and indirect effects on households’ intentions to replace the old car
- 2004
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Ingår i: Journal of Retailing and Consumer Services. - 0969-6989 .- 1873-1384. ; 11:1, s. 1-8:11, s. 1-8
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Tidskriftsartikel (refereegranskat)abstract
- With the purpose of testing the hypothesis that households' intentions to replace their old car have a direct negative relationship to its perceived quality ('current level') and a direct positive relationship to their aspirations for a new car ('aspiration level'), a rotating panel of car owners were interviewed every fourth month during 2 years. In this data set the hypothesis received support. In addition the results showed that the age of the car, the total number of miles driven, and the number of anticipated repairs affected the current level, whereas marital status, the number of children, consumer confidence, and environmental concern affected the aspiration level.
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| 3. |
- Ahmad, Naveed, et al.
(författare)
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A CSR perspective to foster employee creativity in the banking sector : The role of work engagement and psychological safety
- 2022
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 67
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Tidskriftsartikel (refereegranskat)abstract
- The entire service sector has acknowledged the importance of employee creativity. However, the underlying mechanism due to which employees are engaged in creativity has been relatively unexplored. Moreover, where the banking service sector in advanced countries has realized the potential role of employee creativity for a bank's success, the same was not fully realized in the context of a developing country, especially in Pakistan. Against this backdrop, the current study is an effort to explore the underlying mechanism of employee creativity as an outcome of corporate social responsibility (CSR) with the mediating effects of work engagement (WE) and psychological safety (PS) in the banking sector of Pakistan. Data were collected (n = 483) from banking employees through a self-administered questionnaire, which used the paper and pencil method. The hypotheses of the current survey were validated by employing structural equation modeling (SEM) in AMOS software. The results confirmed that employee creativity, as an outcome of CSR, was significantly influenced by the CSR orientation of a bank. Furthermore, PS and WE produced a significant mediation effect (41%) between the relationship of CSR and employee creativity. The findings of the current study are helpful to the banking sector of Pakistan in understanding the CSR-employee creativity mechanism, which is of utmost importance from the standpoint of competition.
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| 4. |
- Andersson K, Pernille, et al.
(författare)
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Let the music play or not: the influence of background music on consumer behavior.
- 2012
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Ingår i: Journal of Retailing and Consumer Services. - Amsterdam : Elsevier. - 0969-6989 .- 1873-1384. ; 19:6, s. 553-560
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Tidskriftsartikel (refereegranskat)abstract
- This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N=550). Consumers were recruited to answer questions regarding behavioral measures, attitudes, and mood during days when background music was played. The conclusions from the two studies are that music affects consumer behavior, but also that the type of retail store and gender influences both the strength and direction of the effect
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| 5. |
- Andersson K, Pernille, et al.
(författare)
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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
- 2016
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989 .- 1873-1384. ; 30:May, s. 40-49
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Tidskriftsartikel (refereegranskat)abstract
- The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.
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| 6. |
- Anselmsson, Johan, et al.
(författare)
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An Integrated Retailer Image and Brand Equity Framework : Re-examining, Extending, and Restructuring Retailer Brand Equity
- 2017
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 38, s. 194-203
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Tidskriftsartikel (refereegranskat)abstract
- Retailers are amongst the world's strongest brands, but little is known about retailer brand equity. In spite of their extensive use, we argue that current operational models are too abstract for understanding the uniqueness of the retail industry and too simplistic to understand the interrelationships among the dimensions in the retailer brand equity building process. This study contributes to the existing and largely generic retailer equity frameworks in three ways: first, by incorporating retail specific dimensions from the retailer image literature; second, by re-examining and developing the structures and relationships between the dimensions of retailer equity by testing alternative structures commonly used in the more general brand equity literature; and finally by creating a short and parsimonious scale for assessing retailer brandequity in different contexts. Three alternative models are compared and tested on six brands in both convenience and shopping goods categories, ranging from discount to middle range price levels. The outcome is an operational framework supporting the main building blocks of the conceptual brand resonance model presented in Keller (2001) with seven dimensions structured in a four-step sequence as awareness → pricing policy, customer service, product quality, physical store → retailer trust → retailer loyalty, thereby describing retailer brand equity as a four-step process. The extended, although parsimonious, 17-item retailer equity scale can be used by academics as well as practitioners to examine the underlying values of retailer brands and has the potential to incorporate additional dimensions and attributes to investigate specific retail contexts without creating lengthy questionnaires.
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| 7. |
- Anselmsson, Johan, et al.
(författare)
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Brand value chain in practise; the relationship between mindset and market performance metrics: A study of the Swedish market for FMCG
- 2015
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 25, s. 58-70
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Tidskriftsartikel (refereegranskat)abstract
- For decades, managers have analysed, planned and implemented long-term brand strategies based on customer mindset metrics (MSMs). Typically, such MSMs are customer satisfaction, liking, brand preference and Net Promoter Score (NPS). One of the core pillars, in brand management literature, is the assumed link between certain customer-based brand assets, often operationalized as MSMs, and future long-term market performance. However, few studies have systematically and broadly evaluated how the most common MSMs relate to actual performance data. This study investigates the link between the customer MSMs, most commonly used by practitioners, and their relationships with actual market performance. The paper explores 10 MSMs and 14 market performance metrics, in 10 categories, in the Swedish fast-moving consumer goods (FMCG) market. The study is based on survey data from 2007 that is compared to purchase panel household data from 2007 and 2010. Although MSMs are highly correlated to each other, their relations to brands' long-term market performance differ. A more nuanced approach to the MSM-market performance link is proposed, as there appears to be no single “silver bullet” MSM to rely on. Using a cash flow-oriented framework, the authors recommend opting for different MSMs depending on which of the three generic types of market performance (enhanced, sustained or accelerated) are targeted.
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| 8. |
- Anselmsson, Johan
(författare)
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Effects of shopping centre re-investments and improvements on sales and visit growth
- 2016
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 32, s. 139-150
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Tidskriftsartikel (refereegranskat)abstract
- PurposeEstablished shopping centres have in recent years experienced increasing competition due to a steady increase in newer and bigger centres as well as online shopping. How could existing centres compete on such terms?Design/methodology/approachThis analysis is based on interviews with 96 shopping centre managers in charge of malls that existed in 2008 and 2014, about their improvements during a three-year period and the effects on sales and number of visitors from one year before and one year after that period. The investments and improvements are structured and analysed mainly along seven common categories of shopping centre attributes recognised as determinants of customer satisfaction and/or patronage behaviour in existing research.FindingsThe results show significant positive relationships between shopping centres' improvements and the growth in sales as well as visit rates. The effects are, however, more significant for sales than visit growth. The forms of investment that yielded the greatest positive effect are improvements in physical dimensions such as access, atmosphere the retail mix. Increased investments in less physical dimensions such as promotions, entertainment, refreshments and service had little or no effect.Originality/valuePresent studies on centre renovations and improvements are merely case studies or studies of single cases, but this study deals with larger number of cases and long-term effects. In contrast to previous research on shopping centres and the role of satisfaction and patronage, with recommend balance between physical and non-physical aspects, this study highlights the importance of physical capital dimensions.
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| 9. |
- Anselmsson, Johan, et al.
(författare)
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The penetration of retailer brands and the impact on consumer prices - A study based on household expenditures for 35 grocery categories
- 2008
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 15:1, s. 42-51
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this study is to examine the relationship between retailer brand (RB) market shares and consumer prices. Furthermore it investigates whether changes in category price and expenditure are due to changes in customer purchase patterns or changes in relative price levels (price gap) of RBs and national brands (NBs). Data from the market research company GfK's consumer household panel, comprised of purchases made by 3000 Swedish households, for 35 randomly chosen grocery categories during the time period 2001–2004, is analysed. Results show a weak but significant negative relation between RB market share size, and the consumer prices in terms of household expenditures. The price level and changes in price level are first of all due to change in prices of the market leader and secondly due to changes in customer purchase patterns. The results also show some evidence that RBs have greater impact on prices initially, when the RB market share grows from 0% to 10%.
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| 10. |
- Blom, Angelica, et al.
(författare)
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Omnichannel-based promotions' effects on purchase behavior and brand image
- 2017
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Ingår i: Journal of Retailing and Consumer Services. - : Elsevier. - 0969-6989. ; 39:4, s. 286-295
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Tidskriftsartikel (refereegranskat)abstract
- This paper examines the effects of utilizing consumers’ digital shopping traces when designing in-store promotions on purchase behavior and brand image. In two experimental studies with 526 and 550 espondents, the authors examine the effects of omnichannel-based promotions (e.g. using digital shopping trace to offer a promotion when the consumer enters the physical store) in two different product categories (utilitarian vs. hedonic), spontaneous/planned purchases and two different retail industries (durable good vs. travel). The results show that retailers benefit from using digital shopping traces as it increases purchases and enhances brand imagery. The effects are moderated by product category and type of purchase.
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