When the customer has left the store: An examination of the potential for satisfaction rub-off effects and purchase versus no purchase implications

Söderlund, Magnus; Berg, Hanna; Ringbo, Joel

doi:10.1016/j.jretconser.2014.04.004

Cited by 16 publications

(18 citation statements)

References 41 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…In the contemporary competitive marketing scenario when most of the store-attribute offerings are similar, the focus is on relationship marketing with store managers striving to create a retail environment that will induce positive evaluation of the store; prompting customers to re-visit the outlet in future. Soderlund et al (2014) felt that positive evaluation of the store can result in customer satisfaction. The relevance of customer satisfaction emanates because of its likely influence on customers' future behavior intentions, opined Jani and Han (2014).…”

Section: Introductionmentioning

confidence: 99%

“…For example, some studies found that positive physical/store environment is likely to have a positive influence on satisfaction, loyalty and purchase intentions (Das, 2014;Ali and Amin, 2014). Since repurchase intention is recognized as an indicator of customer loyalty (Soderlund et al, 2014), there is an increasing interest among researchers to examine the role and impact of satisfaction on consumer retail behavior. Homburg and Giering (2001) found that consumers' personal characteristics moderate the satisfaction-loyalty relationship.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Analyzing the relationship between store attributes, satisfaction, patronage-intention and lifestyle in food and grocery store choice behavior

Nair¹

2017

IJRDM

View full text Add to dashboard Cite

Purpose There is tremendous growth potential for food and grocery (F&G) retail in an emerging market like India. Bengaluru is the third most populous city of India. With a total consumption expenditure of Rs 2,020 billion and per capita retail expenditure of Rs 67,289 (in 2015), Bengaluru has emerged as a sought-after retail market with many foreign and national brands opening stores here. The purpose of this paper is to use the sign of causality to determine the relationships between store attributes, satisfaction, patronage intention and lifestyles in F&G retailing in Bengaluru. Design/methodology/approach An experimentation framework using causal design was developed to establish relationships between variables: store attributes, satisfaction, patronage intention and lifestyle. A primary survey was conducted using a structured non-disguised questionnaire involving 346 F&G shoppers from Bengaluru. Hayes regression models were adapted and hypothesized relationships between the variables tested using correlation, multiple regression and Hayes regression/path analysis. Findings Satisfaction acts as a mediator in the relationship between store attributes and patronage intention. Lifestyle does not act as the moderator in the relationships between store attributes and patronage- intention; and, satisfaction and patronage intention. Research limitations/implications In experiments that test for causality a big limitation is lower internal validity in the absence of control mechanisms, unlike laboratory studies. Another limitation is that this study is limited to urban Bengaluru F&G shoppers, variations could occur if the study is extended to include rural shoppers. Practical implications With 100 percent foreign direct investment permitted in the F&G category in India, the research outcomes will be useful to all food retailers (prospective and current) interested in this retail market. Moreover, in the existing competitive scenario, understanding of associative influences between store attributes, satisfaction, patronage intention and lifestyle will enable retailers comprehend F&G shoppers retailing behavior. This information can be used for targeted marketing and operational strategies, which will deliver more success in marketing relationship management, building competitive advantage and enhancing marketing efforts profitably. Originality/value This paper is a new and original contribution to the existing literature on causal relationships among variables in retail marketing research. It is different from prior studies that analyzed shoppers F&G behavior, in that it extends the understanding of the role of “satisfaction” as a mediator and “lifestyle” not a moderator, when testing the causality of store attributes on patronage intention.

show abstract

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Analyzing the relationship between store attributes, satisfaction, patronage-intention and lifestyle in food and grocery store choice behavior

Nair¹

2017

IJRDM

View full text Add to dashboard Cite

show abstract

“…It is very important to attempt that client has a good experience in the establishment, so that she can repeat her visit in the future. In this line, Söderlund (2014) focuses his research on the following hypothesis: having a positive visit in a store, but without a purchase, can lead to a purchase in another store of the competition. So far, the investigations aimed at the satisfaction of the customers who bought and not those who left without buying.…”

Section: Conversion Ratementioning

confidence: 99%

Learning from the sales conversion rate throughout its Product Life Cycle analysis: a case of study for the Spanish Automotive sector

Saco¹,

Galiano²,

Rodríguez³

2020

E+M

View full text Add to dashboard Cite

The scientifi c literature has not considered that the conversion rate in sales could have an irregular behaviour throughout the Product Life Cycle (PLC). The main contribution of this article is to reveal this unequal behaviour of the conversion rate in each of the phases of the PLC and highlight the advantages that the knowledge of this behaviour brings to Marketing and sales departments. In the empirical analysis carried out 157,960 clients have acquired 27,831 vehicles during 42 months considering a national network of car dealerships. We use ARIMA methodology to study the evolution of the time series considered. The results show a countercyclical behaviour of the conversion rate variable and an evolution pattern that fl uctuates with the cycle in the case of the analysis of the clients assisted variable. Contrary to what might be expected, the conversion rate variable increases signifi cantly in the launch phase and decreases signifi cantly in the growth phase. This unknown performance of the conversion rate can be used in business decisions by the Marketing and sales departments to improve their effi ciency. The conclusions obtained in this investigation can be an advance in the use of the PLC in analysing the evolution of the company, promoting a development of knowledge in both the academic fi eld and in the business world. This work has theoretical and practical implications that can help business management. This research is an exciting scientifi c challenge that aims to develop numerous and important practical applications, with the aim of combining the management of the PLC with the conversion rate in sales, aspects that are closely related in the business fi eld.

show abstract

“…Examining conversion rates in the wider context it has been well documented that traditional retail finds it hard to encourage people to purchase once they are in store, for example, Söderlund et al (2014) suggest that 54% of visitors leave a retail outlet without making a purchase. While this of concern to high-street retailers, the conversion rate of ecommerce websites (2%-4%) is significantly lower (Holzwarth et al, 2006;Sohrabi et al, 2012).…”

Section: Theoretical Background and Research Hypothesesmentioning

confidence: 99%

The determinants of conversion rates in SME e-commerce websites

Fatta¹,

Patton

Viglia³

2018

Journal of Retailing and Consumer Services

View full text Add to dashboard Cite

Web retailers invest significant resources to improve the proportion of website visitors that make a purchase, also known as the conversion rate. Improving this rate is particularly important to SMEs that have traditionally lagged behind larger firms as they have found it difficult to justify the significant investment involved in website development against the historical low returns associated with an online sales channel. Identifying methods that increase conversion rates reduces these perceived barriers and increases effective SME participation in the growing e-commerce sector. This paper uses 1184 observations from 6 SME websites to identify and analyse the factors, or combination of factors, that improve conversion rates. This is achieved through a process of exploratory regression analysis to select the most relevant determinants and Qualitative Comparative Analysis (QCA) to offer more 'fine-grained' detail on the conditions where conversion rates improve. Our findings suggest that a key factor that improves the conversion rate is a strategy that focuses upon either quality or promotion and avoids mixing such attributes within the web site offer.

show abstract

When the customer has left the store: An examination of the potential for satisfaction rub-off effects and purchase versus no purchase implications

Cited by 16 publications

References 41 publications

Analyzing the relationship between store attributes, satisfaction, patronage-intention and lifestyle in food and grocery store choice behavior

Analyzing the relationship between store attributes, satisfaction, patronage-intention and lifestyle in food and grocery store choice behavior

Learning from the sales conversion rate throughout its Product Life Cycle analysis: a case of study for the Spanish Automotive sector

The determinants of conversion rates in SME e-commerce websites

Contact Info

Product

Resources

About