| 1. |
- Anselmsson, Johan, et al.
(författare)
-
A comparison of customer perceived service quality in discount versus traditional grocery stores.
- 2014
-
Ingår i: International Journal of Quality and Service Sciences. - 1756-669X. ; 6:4, s. 369-386
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose -- The overall purpose of this study is to enhance the understanding of customer perceived service quality within grocery retailing in a North European context. We do this by comparing customer perceived service quality evaluations of the traditional supermarket store with evaluations of the discount store. Design/methodology/approach -- This study is based on empirical data from four store cases (two traditional and two discount stores), including information gained from a total of 542 respondents. In the study, we have used and tested a model of grocery store service quality, presented in Vazquez et al. (2001), with structural equation modelling (LISREL) and traditional multivariate analysis (SPSS). Findings -- The ability of the Vazquez et al. (2001) model to capture customer perceived quality was below 40 per cent for both concepts which signals limited relevance and that important dimensions in the service evaluation could be missing for both of the two concepts, at least in a North European context. The results show that the traditional supermarket outperforms the discount stores on all service aspects but availability and reliability. When comparing the determinants of the service quality evaluation, the two concepts are very similar. Finally, the overall results regarding determinants of service quality show resemblance to retail studies in other countries and cultures. Research limitations/implications -- This study has been limited to investigate service quality in Sweden and from two out of at least five possible retail concepts. As the explanatory power of the model is limited, future studies should explore other possible determinants of service quality, e.g. the role of technological innovations. Practical implications -- Kotler and Keller (2012) proposes five generic differentiation strategies: product, service, people, channels and image. The results suggest that traditional grocery stores that choose to differentiate and position themselves by focusing on service rather than physical product differentiation should work with assortment issues as well. In order to decide which aspect of service to choose and promote, companies should emphasise differences that are considered important by customers, distinct from competitors and superior in terms of delivering the overall benefit -- in this case -- in terms of service quality. The results show that the policy dimension would satisfy all three criterions. Social implications -- The study enhances the understanding of customer perceived service quality within grocery retailing, specifically in comparison between the supermarket and the discount store concept. Originality/value -- This study is the first to focus on whether there is a divergence in service quality and service quality measuring between the traditional supermarket concept and the growing discount concept, and if so to what extent. Furthermore, it is a test of a model that has gained acceptance in Latin and South European countries, but in the context of Northern Europe
|
|
| 2. |
|
|
| 3. |
- Anselmsson, Johan
(författare)
-
Amazon.se – ett år efter lanseringen. Hur blev det och hur kommer det att bli med försäljning och varumärkeskapital?
- 2021
-
Annan publikation (övrigt vetenskapligt/konstnärligt)abstract
- Vid ingången till november 2021 låg andelen svenskar som testat Amazon.se på 20%, vilket ger en tillväxt på en procentenhet per månad sedan årsskiftet eller en tillväxt på 100% i relativa mått. Hittills har Amazon.se således vuxit sakta men säkert på den svenska marknaden, vilket är i enlighet med deras långsiktiga strategi. Amazon.se har en penetration, dvs andel som testat de senaste 12 månaderna, som är högre än de främsta konkurrenterna inom onlinehandel, men Amazon.se gynnas av att de opererar inom fler kategorier än alla sina konkurrenter. Framtidsindikatorer såsom rekommendationsgrad signalerar att tillväxten kommer att hålla samma stabila tillväxttakt. Det finns dock några orosmoln för Amazon.se:s del. En procentenhet per månad är 10% om utgångspunkten är 10%, medan den är 5% nu när utgångspunkten är 20%. En vanlig framtidsindikator – köpintention – har fallit sedan i våras vilket signalerar att det kan finnas risk för avmattning. I jämförelse med konkurrenterna ser också vi att uppfattningen om Amazon.se, dvs andel som gillar och viljan att rekommendera, är lägre än för konkurrenterna. Detta kan indikera att svenskarna inte är tillräckligt nöjda med handelsplatsen så här långt. Vi ser också att de har tappat i image när det gäller sortimentsbredd och framgång och attraktion när det gäller sortiment av elektronik. Till Amzon.se:s fördel ser vi att de är mer attraktiva bland yngre vilket kan signalera långsiktigt underliggande potential. Framtiden för Amazon.se är därmed – och fortfarande inte – helt enkel att förutspå.
|
|
| 4. |
|
|
| 5. |
- Anselmsson, Johan, et al.
(författare)
-
An Integrated Retailer Image and Brand Equity Framework : Re-examining, Extending, and Restructuring Retailer Brand Equity
- 2017
-
Ingår i: Journal of Retailing and Consumer Services. - : Elsevier BV. - 0969-6989. ; 38, s. 194-203
-
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.
|
|
| 6. |
- Anselmsson, Johan
(författare)
-
"Använd principer för framgångsrika köpcenter"
- 2014
-
Ingår i: Sydsvenskan. - 1652-814X.
-
Tidskriftsartikel (populärvet., debatt m.m.)abstract
- Politiker och kommunala tjänstemän i Malmö har förväxlat vad de själva önskar med hur människor faktiskt beter sig. Det skriver Johan Anselmsson, docent inom handel på Ekonomiskolan vid Lunds Universitet
|
|
| 7. |
|
|
| 8. |
|
|
| 9. |
- Anselmsson, Johan, et al.
(författare)
-
Brand Equity and the Brand Value Chain : What it is and How to Use it in Practice
- 2017. - 1
-
Ingår i: Brand Theories : Perspectives on Brands and Branding - Perspectives on Brands and Branding. - 9789144116242 ; , s. 65-81
-
Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- Many brand managers have long since established the desired core values for their brand, but are still not sure whether they differentiate themselves enough from their most daunting competitors, and whether their brand actually helps to boost sales of their products. This chapter describes a basic brand equity framework for understanding how brand management can create customer value and shareholder value. The chapter starts by describing a conceptual framework and ends with four concrete issues and one case to demonstrate how the brand value chain can be used.
|
|
| 10. |
- Anselmsson, Johan, et al.
(författare)
-
Brand image and customers’ willingness to pay a price premium for food brands
- 2014
-
Ingår i: Journal of Product & Brand Management. - 1061-0421. ; 23:2, s. 90-102
-
Tidskriftsartikel (refereegranskat)abstract
- Purpose – The aim is to understand customers' willingness, or unwillingness, to pay a price premium in the market for consumer packaged food and what kind of images brands can use in order to achieve a price premium. Design/methodology/approach – The study is based on a quantitative survey of brand images found in food and branding literature and their impact on loyalty as well as customers' willingness to pay a price premium for consumer packaged food. Findings – The survey shows that quality is a significant determinant of price premium, but adding other image dimensions doubles the predictability and understanding about price premium. The strongest determinants of price premium are social image, uniqueness and home country origin. Other significant determinants are corporate social responsibility (CSR) and awareness. Practical implications – The results help brand managers to recognise the importance of incorporating price premium and to develop a better understanding of what drives price premium in addition to more traditional dimensions as quality and loyalty. Originality/value – In grocery retailing, the competition for customers, margins and price premiums between manufacturer and private labels is fierce. Traditionally, the literature on this competition has focused on quality and product improvements as the main tool for creating distance to low priced competition. This study looks into other more branding related dimensions to distance from price competition
|
|
