Touch, threats, and transactions: Pandemic influences on consumer responses and the mediating role of touch likelihood when shopping for fruits and vegetables

Abstract

The COVID-19 pandemic has influenced consumer behavior in numerous ways. Most of the public health measures have centered around minimizing social contact and physical touch. In the present study, we investigate the impact of such touch restrictions, introduced during the pandemic, on consumers’ shopping responses and payment preferences in the context of a perishable food category amenable to tactile evaluation (fresh fruits and vegetables). The study used a single-factor between-subjects design (during vs. before the COVID-19 pandemic), with the data collected in a scenario-based online experiment from a sample of 729 participants. The results revealed significantly less favorable shopping responses during (vs. before) the pandemic in terms of purchase likelihood, satisfaction levels, and purchase confidence. Touch likelihood mediated the link between pandemic condition and shopping responses, such that participants in the pandemic condition reported a significantly lower touch likelihood of fresh fruits and vegetables than their counterparts in the pre-pandemic condition, which ultimately resulted in less favorable shopping responses. Participants in the pandemic condition also reported a decreased preference for tangible payment options (cash), with a corresponding increase in preferences for contactless payment methods (credit card or mobile payment). These findings contribute to our understanding of whether and how tactile aspects may influence consumers’ shopping responses, offering important implications for retailers and people working in the food industry.