A literature review on the impact of the COVID-19 pandemic on consumer behaviour: implications for consumer-centric logistics

Abstract

PurposeThe COVID-19 pandemic has resulted in significant changes in consumer behaviour, which has had a cascading effect on consumer-centric logistics. As a result, this study conducts a focused literature review of pandemic-related consumer behaviour research to address two research questions: 1) what are the pandemic's direct effects on consumer consumption behaviour, with an emphasis on changes in their basic and psychological needs? and 2) what are the consequences of behavioural changes on consumer-centric logistics?Design/methodology/approachThe scientific procedure and rationales for systematic literature review (SPAR-4-SLR) protocol and the theory, context, characteristics and methodology (TCCM) framework were adopted as a guideline to map, refine, evaluate and synthesise the literature. A total of 53 research articles were identified for further analysis.FindingsUsing Maslow's hierarchy of human needs as a theoretical guide, this review synthesises the COVID-19 pandemic's effects on consumer behaviour into four categories: abnormal buying behaviour, changes in consumer preferences, digitalisation of shopping behaviour and technology-related behaviour. Furthermore, four consumer-centric logistics propositions are proposed based on the four aspects of consumer behavioural changes.Originality/valueThis study outlines the significant behavioural changes in consumers in the face of the COVID-19 pandemic and how these changes impact consumer-centric logistics, with implications for managing consumers' involvement in logistics and pointing out future research directions.

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“…Ponašanje potrošača tijekom pandemije COVID-19 analizirali su i Herjanto, Amin i Mahfooz (2022), koji su ponašanje potrošača tijekom pandemije COVID-19 podijelili u pet različitih kategorija: ponašanje povezano sa zdravljem, ponašanje vezano za potrošnju, etičko ponašanje, namjere ponašanja i druga povezana ponašanja te ponašanje vezano za društvenu povezanost. Slično tome, Cai et al (2023) objedinili su učinke pandemije COVID-19 na ponašanje potrošača te, slijedom toga, razlikuju četiri kategorije promjena, i to abnormalno ponašanje pri kupnji, promjene u preferencijama potrošača, digitalizaciju kupovnog ponašanja i ponašanje povezano s tehnologijom.…”

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“…The recent emergence of COVID-19 in December 2019 profoundly impacted the food industry globally, disrupting supply chains (Moosavi et al, 2022), changing consumer behaviour (Cai et al, 2023) and reshaping dining habits (Lamy et al, 2022). As the pandemic spread worldwide, governments enforced stringent measures, such as lockdowns and social distancing protocols, leading to the temporary closure of restaurants, cafes and eateries (Gursoy and Chi, 2020).…”

“…The recent emergence of COVID-19 in December 2019 profoundly impacted the food industry globally, disrupting supply chains (Moosavi et al. , 2022), changing consumer behaviour (Cai et al. , 2023) and reshaping dining habits (Lamy et al.…”