Perception of customer retail experiences in Poland

Kacprzak, Agnieszka; Dziewanowska, Katarzyna

doi:10.1108/jsm-03-2019-0116

Cited by 2 publications

(1 citation statement)

References 127 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Poland's transition to political freedom and economic development after 50 years of communism caused a cultural trauma affecting social values and practices. This allows exploring the perceptions of customer experiences in a society that has undergone a cultural trauma, where the memory of communism is still alive (Kacprzak and Dziewanowska, 2020). Poland is the 22 largest consumer market globally, seventh in Europe and first among Central and Eastern European countries.…”

Section: Planning Of Survey Characteristicsmentioning

confidence: 99%

Examination of aspects of pro-consumer refund system

Lysenko-Ryba

Zimon

Madzík

et al. 2022

TQM

View full text Add to dashboard Cite

PurposePro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business-to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality.Design/methodology/approachAn electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland (confidence level = 95%, confidence interval = 5.42).FindingsThe results of the research show that the PCRS is very important and appreciated from the customer's perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect.Originality/valueA detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

show abstract

Section: Planning Of Survey Characteristicsmentioning

confidence: 99%

Examination of aspects of pro-consumer refund system

Lysenko-Ryba

Zimon

Madzík

et al. 2022

TQM

View full text Add to dashboard Cite

show abstract

COVID-19, Digital Transformation, Consumers' Experience

Vale,

Baptista,

Faria

2023

Advances in Marketing, Customer Relationship Management, and E-Services

View full text Add to dashboard Cite

Covid-19 and repercussions on a global scale made individuals see their lives interrupted, having to adapt to different contexts of everyday life. They saw their shopping habits and priorities changed, especially in terms of food. The study aims to analyze which factors have become more and less valued by Portuguese retail food buyers during and after this unusual time period. It also wants to see digital evolution's impact in off and online consumption. A quantitative study was developed through a questionnaire to a final sample of 404 Portuguese consumers. Data shows a huge importance to the stores' hygiene and high insecurities related to products' quality, freshness, and preservation. It also shows that individuals purchased more in physical stores, despite confinement and restrictions. Digital and e-commerce are just sources of information. A major limitation of the study is the use of a non-probabilistic convenience sample, despite the good number of participants. However, it proves that an omnichannel strategy is crucial to promote customers' satisfaction and loyalty.

show abstract

Perception of customer retail experiences in Poland

Cited by 2 publications

References 127 publications

Examination of aspects of pro-consumer refund system

Examination of aspects of pro-consumer refund system

COVID-19, Digital Transformation, Consumers' Experience

Contact Info

Product

Resources

About