Lessons from the COVID19 pandemic: The case of retail and consumer service firms

Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic

“…The resource matching theory argued that consumers make the most optimal decision results when the actual resources that consumers can provide match or exceed the required perceived resources ( Zhu et al, 2007 ). It can also reduce the resources and effort required, as perceived by individuals, in the adoption of logistics services, hence evoking consumers' behavioral intentions and specific behaviors ( Chen et al, 2018 ; Grimmer, 2022 ). Thus, when the resources that consumers can actually provide (e.g., time, money, information, and effort) match or exceed the perceived resources required to obtain logistics services, consumers are driven by their own perceived value tendencies, hence influencing their intention to use contactless delivery services ( Yuen et al, 2019 ; Erjavec and Manfreda, 2022 ).…”

Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry

“…Although consumer behaviour has been described as highly habitual, it becomes much less predictable in ad hoc natural disasters ( Sheth, 2020 ). The COVID-19 pandemic has significantly disrupted both supermarket retailers and consumers worldwide, forcing restrictions on trade to minimise the spread of infection and inducing changes in consumer behaviour ( Grimmer, 2022 ; Guthrie et al, 2021 ). For example, De Backer et al, 2021 observational study of 38 countries worldwide suggests that self-restraint gives customers more time to shop online and increases their willingness to plan, select and prepare for grocery shopping.…”

Panic Buying, Product Substitution and Channel-Shifting Behaviour During Pandemic

“…Therefore, we recognise that such adaptations/shifts in consumers’ behaviour are their response to COVID-19-induced triggers, such as supply shortages, locational restrictions and accessibility. We especially identify panic buying, substitution behaviour and channel-shifting behaviour as the consumers’ responses and explore how consumers’ reduced mobility and accessibility contributed to such shifts in channel preference (Grimmer, 2022; Hall et al, 2020; Wang, 2023). The above phenomena of changing consumer behaviour and channel-shifting behaviour have important implications for the supply chain because the success of a high-performing supply chain depends on customer value proposition and revolves around giving customers what they value most (Vassiliadis & Goldbach, 2013).…”

“…Minimal physical contact and lessened risk of getting infected with COVID-19 were the dominant drivers of the increase in the usage of online retail channels (Martinelli et al, 2021; Ngoh & Groening, 2022). Moreover, reduced accessibility to retail stores and the government-imposed social distancing norms compelled consumers to use more online channels (Grimmer, 2022; Hall et al, 2020). Researchers have, earlier, used several theoretical frameworks to explain channel-shifting behaviour at different times.…”