Irish Retail Research Articles

Strategic exit counterfactuals and remedies in Irish retail banking mergers

Strategic exit arises when a business decides to leave a market, but is not necessarily financially failing. As part of the exit strategy, the business may sell its assets, creating a merger situation. A merger which would otherwise look problematic may not give rise to anticompetitive effects if the counterfactual to the merger includes strategic exit. What counts as credible evidence of strategic exit? What happens if the decision to exit is taken after the merger is already in contemplation? Why might a flexible approach to remedies be useful when there is a risk of exit in the event of merger prohibition?

Investigation into the relationship between diversity and compliance in Irish organisations

The aim of this research was to investigate the perceptions of senior compliance professionals in Irish organisations regarding potential connections between the area of diversity and compliance. The research followed a qualitative design to address the research questions and to gather and summarise the data. Semi-structured interviews were used to gather primary data from senior compliance professionals based in five organisations spanning the public sector and the financial services sector. The Central Bank of Ireland (‘Central Bank’) report Behaviour and Culture of the Irish Retail Banks (2018a) was reviewed alongside Irish and UK Corporate Governance Codes and Corporate Governance Reviews in the UK. The Central Bank in their reviews of retail banking following the financial crises of 2007 - 2008, have suggested that increasing diversity on boards is related to an improvement in culture and behaviours. The variables in the research are diversity in the form of gender and compliance in public sector organisations as opposed to private financial services companies. The following themes emerged from the results found. Diversity is not a topic in Compliance Programmes and companies are largely not making the link with improvements in diversity having a positive effect on compliance. However, in assessing future risks, financial services companies are aware of the changing regulatory environment and are taking account of diversity in the Compliance Programmes. Analysis of the interviews suggested that a collaborative type of leadership model is viewed as conducive to an inclusive culture where diversity can be embedded. The future focus now needs to move from not alone having diversity in the workplace but to the proactive inclusion of those diverse people in the organisation.

Demographic variation in active consumer behaviour: On-line search for retail broadband services

Consumers who actively search for better broadband deals may benefit from lower prices or improved service quality compared to those who do not. If, however, consumers differ in their propensity to engage with the market and actively search, these potential benefits may not accrue equally. This paper investigates differences in consumer search activity for telecommunications services across small geographic areas. We exploit rich and novel data from a commercial price comparison site to explore the dispersion of consumer search in the Irish retail broadband market, while controlling for supply-side variations. By linking geo-coded searches to census data on small area socio-economic characteristics, we identify the areas where most search originates and can thus characterise the socio-economic groups to whom the benefits of search are most likely to accrue. We find evidence that areas populated by many highly educated, married people, commuters, mortgage holders, and retirees are among the most active in search. In contrast, those areas in which many older people, farmers, low-skilled workers and students reside give rise to significantly fewer consumer searches.

Re-examining the job satisfaction–job performance link: a study among Irish retail employees

The job satisfaction–job performance link is a topic which has generated discussion in the psychological literature for decades, and one which remains contentious still. Current research has called for the reinvestigation of this relationship in light of improved understanding of the complex nature of job satisfaction, improved measures and advanced statistical techniques. The current study examines the link between job satisfaction and job performance within a sample of, often overlooked, retail employees (N = 416), whilst drawing out the key facets of job satisfaction acting to predict job performance. Results show a weak, but significant relationship between job satisfaction and job performance r = .24, p < .001. Multiple regression was used, with the model explaining a significant amount of variance in job performance scores: R2 = .228, F(5, 192) = 11.31, p lt; .001. Findings highlight the impact of satisfaction with nature of work, communication and contingent rewards on job performance (β = .42, t(1...

Using GIS to Explore the Retail Structure of Market Towns in Ireland

The paper presents a Geographic Information System (GIS)-based approach to quantifying and comparing retail structures. It explores the retail landscape of the three largest market towns in County Tipperary, Republic of Ireland, namely: Clonmel, Thurles and Nenagh. The context for the study is provided through an overview of recent changes in the Irish retail sector, the dynamic of market towns and the associated challenges inherent in defining retail structure. Using demographic and retail store location data a demand threshold analysis is undertaken on custom-defined catchments for each market town (derived using a Huff Model). The paper highlights that applied GIS approaches can effectively be used to examine retail structure and to benchmark the relative under- or over-penetration of retail activity within a given set of markets. The paper also underlines the limitations inherent in such analysis and the need for high quality longitudinal data on retail demand and supply.

Survey of 11 nitroimidazole residues in hen and duck eggs from the Irish market

A liquid chromatography–tandem mass spectrometry method, recently developed, validated and accredited, was used to screen for metronidazole, ronidazole dimetridazole ipronidazole, ternidazole, tinidazole, ornidazole carnidazole and three hydroxy metabolites (hydroxy-metronidazole, HMMNI and hydroxy-ipronidazole) in Irish retail egg samples. The method used had decision limits (CCα) in the range 0.33–1.26 µg kg−1 and detection capabilities (CCβ) ranging 0.56–2.15 µg kg−1 for all analytes. Internal standard-corrected recovery, calculated for the various analytes, ranged 87.2–106.2%, while the coefficient of variance, expressed as % CV, ranged 3.7–11.3%. The method was applied to 160 samples of caged, free range and organic hen and duck eggs available on the Irish retail market as well as two incurred proficiency test egg samples. No nitroimidazole residues were detected in the survey samples above the CCα and the results achieved for the two proficiency test samples were acceptable when compared with the assigned values.

International Internet Retail Marketing: Do Product Characteristics Really Matter?

Many practitioners and academic researchers are engaged in the evaluation and study of the impact of the Internet on global retail marketing. Findings have generally focused on the unique attributes of the Internet marketplace and many have discussed product attributes or characteristics which seem important to market success. However, a 2003 Irish retail study claims there are no correlations between the types of product purchased on the Internet and challenges the validity of product characteristics as an important consideration for Internet marketing (Golden, Hughes and Gallagher, 2003). This article reviews the development of product characteristic marketing theory and discusses the findings of recent studies which investigate product characteristics and their importance to Internet based international retail marketing plans.

Rapid surface plasmon resonance immunobiosensor assay for microcystin toxins in blue-green algae food supplements

A surface plasmon resonance (SPR) immunobiosensor assay was developed and validated to detect microcystin toxins in Spirulina and Aphanizomenon flos-aquae blue-green algae (BGA) food supplements. A competitive inhibition SPR-biosensor was developed using a monoclonal antibody to detect microcystin (MC) toxins. Powdered BGA samples were extracted with an aqueous methanolic solution, centrifuged and diluted in HBS-EP buffer prior to analysis. The assay was validated in accordance with the performance criteria outlined in EU legislation 2002/657/EC. The limit of detection (LOD) of the assay was calculated from the analysis of 20 known negative BGA samples to be 0.561 mg kg −1. The detection capability (CCβ) of the assay was determined to be ≤0.85 mg kg −1 for MC-LR. The biosensor assay was successfully applied to detect MC-LR toxins in BGA samples purchased on the Irish retail market. MC-LR was detected in samples at levels ranging from <0.5 to 2.21 mg kg −1. The biosensor results were in good agreement with an established LC–MS/MS assay. The assay is advantageous because it employs a simple clean-up procedure compared to chemical assays and allows automated unattended analysis of samples unlike ELISA.

How Leadership and Commitment Influence Bank Employees’ Adoption of their Bank’s Values

Retail banking is facing many challenges, not least the loss of its customers’ trust and loyalty. The economic crisis is forcing banks to examine their relationships with stakeholders and to offer greater reassurance that their brand promises will be delivered. More than ever, banks need to stand for something positive and valued by stakeholders. One way to achieve this is through paying more attention to brand values. Our article explores how values are adopted by employees within a bank. When employees ‘live’ their brand’s values, their behaviour during customer interactions reflects this, encouraging the strengthening of customer relationships. Specifically, we test the relationship between leadership style, employee commitment, and the adoption of values. Data was collected from a survey of 438 branch employees in a leading Irish retail bank. The study found that a structured and directive leadership style was effective at encouraging the adoption of the bank’s values. Moreover, when employees are committed to the organisation, this has a significant impact on their adoption of values. Thus, this study supports the literature which suggests that leadership and commitment are prerequisites for values adoption.

Service Employee Performance: Its Components and Antecedents

Service employees are brand champions when their frontline performance supports the brand message. Conversely, employees are brand saboteurs when their performance detracts from the brand. This article explores frontline employees’ attitudes about their service performance. Findings from a study of 956 employees in Irish retail banking and grocery firms indicate that employee performance has multiple components. We reveal employee attitudes about sabotage, and surface reasons for sabotage. Furthermore, the literature has advocated leadership, commitment, and shared values as prerequisites for brand championship. Our study traces the influence of these antecedents to provide a conceptual framework of service employee performance.

An Action Research Case Study of the Facilitators and Inhibitors of E-Commerce Adoption

This research has studied an established Irish retail business as it takes its first tentative steps into the e-commerce arena. Although the adoption of e-commerce is widely studied in the academic world, only a small percentage of these studies focus on the Small to Medium size Enterprise (SME) retail sector. SMEs account for 97% of Irish companies and employ up to 800,000 people (Chamber of Commerce Ireland, 2006). Whilst examining the SME’s adoption of e-commerce, the factors that affected the adoption process were specifically identified and understood. This was achieved by conducting an action research case study. Action research merges research and practice thus producing exceedingly relevant research findings. The case study commenced in August 2003 and concluded in August 2004. It consisted of three distinctive action research cycles. The researcher worked in the SME throughout the research process, and had been employed there for the previous 5 years. This chapter demonstrates how the research was undertaken, and also discusses the justification, benefits and limitations of using action research. The research concluded that the adoption of e-commerce within the SME sector tends to be slow and fragmented, the presence of a “web champion” is paramount to the success of the project and Internet adoption is faster with the recognition of a business need. It also supported the evidence that an SME is more likely to adopt e-commerce when the SME owner has a positive attitude to IT.

Prevalence, numbers and characteristics of Salmonella spp. on Irish retail pork

Salmonella is a common contaminant of raw pork and represents a public health risk. Both qualitative and quantitative data on Salmonella in pork at retail are required for assessment of consumer exposure to the pathogen. Pork samples ( n = 500) were collected at random from butchers' shops and supermarkets in the Republic of Ireland between January and November, 2007 and examined for prevalence and numbers of Salmonella using a PCR screen followed by cultural examination of positive samples. Salmonella numbers were assessed using a three tube most probable number (MPN) technique. Any Salmonella recovered were characterised by serotype, phage type and antibiogram, and subtyped by pulsed-field gel electrophoresis (PFGE). Enterobacteriaceae were also enumerated to see if there was a correlation between the Salmonella status of the pork and hygiene levels at retail outlets. Salmonella spp. were detected on 13/500 (2.6%) pork cuts at numbers between < 0.03 and 2.10 MPN/g. The mean Enterobacteriaceae counts was 3.12 log 10 CFU/g (range − 0.26–6.52 log 10 CFU/g). Salmonella Typhimurium was the most common serotype and the majority of isolates were multi antibiotic resistant. PFGE analysis showed evidence of persistence of some strains, with an S. Typhimurium U310 recovered from a pork abattoir being identical (100%) to a strain found a year later in a sample from a retail outlet. There was also evidence of cross contamination of Salmonella isolates between samples. There was a direct association between Salmonella contamination of pork and Enterobacteriaceae numbers, which indicates the need for good hygiene practices at retail for control of this pathogen.

Exploring e‐service quality: a study of Irish online banking

PurposeThe purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking sector explored consumers' e‐banking interactions and experiences in addition to assessing the dimensions critical to e‐banking service quality.Design/methodology/approachA purposive sampling technique was employed to recruit 20 consumers representing the desired range of demographic characteristics (e.g. sex, age, profession), previous internet experience levels and product‐related knowledge.FindingsDespite commonalities between traditional service quality and e‐banking service quality dimensions, due to the remote form of the online encounter, many traditional service quality attributes were found to be redundant and instead e‐dimensions such as web usability, trust, access and information quality service recovery and flexibility emerged as important to e‐banking service provision. Based on an extant review of the literature ten e‐service dimensions were proposed and evaluated empirically in the context of e‐banking service quality. Overall, process quality emerged as key within the online context, with nine out of the ten proposed e‐banking dimensions relating to the service process.Originality/valueThe paper contributes to previous research by adding to existing knowledge regarding what constitutes e‐banking service and the determinants critical to e‐banking service quality. The paper makes key recommendations towards enhancing current online financial services quality and delivery.

A survey of the incidence and level of aflatoxin contamination in a range of imported spice preparations on the Irish retail market

The aflatoxin contents of 130 commercial spice preparations, including pepper, chilli, curry powder, cayenne, paprika, cinnamon, coriander, turmeric and cumin, were determined using high performance liquid chromatography (HPLC). Samples were obtained from various retail outlets in Ireland, including supermarkets, shops and market stalls. Aflatoxin B1 gave the highest incidence of contamination in spice preparations and was found in 20 of the 130 samples. The highest concentration of aflatoxin, 27.5 μg/kg, was detected in a sample of chilli powder; next highest was in a sample of cayenne pepper which contained 18.5 μg/kg. Five samples (3.8%), consisting of chilli, cayenne pepper and turmeric pepper, were above the regulatory limits of the European Union. Aflatoxin contamination was not detected in cumin or cinnamon samples at a level of quantitation (LOQ) <0.2, <0.1, <0.5, <0.3 μg/kg for B1, B2, G1 and G2, respectively.

Services Branding: Revealing the Rhetoric within Retail Banking

This paper presents key branding findings from a qualitative study of consumers and financial services practitioners and explores the current role, importance and challenges associated with branding within Irish retail financial services. Managerial and consumer research highlighted the limited role of branding and the growing gap between brand-based expectations and service brand execution. Key conclusions and implications are proposed in terms of developing an effective multidimensional brand strategy which is both profitable to suppliers and desirable to consumers. The paper recommends that financial services branding be focused upon the promotion of meaningful functional values, delivered through a customer-centred, process-driven approach.

Comparison of Listeria monocytogenes strain types in Irish smoked salmon and other foods

An investigation of Listeria monocytogenes in Irish retail smoked salmon products and other unrelated food products was undertaken. Serotyping and genotyping methods were applied. Twenty-six L. monocytogenes isolates cultured from ready-to-eat smoked salmon and an additional 20 L. monocytogenes isolates from various commercially available food products (other than smoked salmon) were compared. Four serotypes, 12 ribotypes, 12 amplified fragment length polymorphism (AFLP) types and 17 pulsed-field gel electrophoresis (PFGE) types were identified among the 46 isolates studied. Genotyping identified a single dominant strain that accounted for 65% of those cultured from smoked salmon and this strain was present in product obtained from three out of five of the manufacturers surveyed. When compared to the food products obtained from a variety of sources, those from smoked salmon appeared to cluster as a single group. In Irish smoked salmon this strain may have adapted, and be capable of persisting in this food product. All isolates were grouped into genetic lineages based on their EcoR1 ribotypes. The attendant risk to public health following consumption of these foods is discussed.

Customer Relationship Typologies and the Nature of Loyalty in Irish Retail Financial Services

This paper presents the key relationship findings from an in-depth qualitative consumer study of Irish retail banking and explores the nature of customer loyalty and its effects on relationship preferences and decisions. Building upon prior exploratory managerial and consumer research, 50 in-depth interviews were conducted with a purposive stratified sample of Irish consumers representing the desired range of demographic and product-related characteristics. From the research findings, key customer relationship typologies were identified and profiled which included Transactional Experiences, Outcome-Focused Relationships, Interactive Friendships and Personal Relationships. Furthermore, the nature of customer loyalty was explored and key moderating factors including type of product, financial experience and income and customer lifecycle were identified and investigated.

Emerging perspectives on customer relationships, interactions and loyalty in Irish retail financial services

Abstract This paper presents the key findings in relation to current consumer perspectives on the role of relationships, the nature of loyalty and types of customer interaction from an in‐depth qualitative consumer study of Irish retail banking. Although the literature proposes that the RM approach is particularly applicable to the financial services sector, the research findings identify key supply and demand‐related changes within Irish financial services and raise questions as to the appropriateness of general RM theory to the current nature of interaction between consumers and their financial suppliers. Key customer factors such as low involvement, apathy and dissatisfaction have resulted in much apparent customer loyalty actually being spurious. More important for customers in this study was how convenient the bank was for their lifestyle. In an age in which increased depersonalisation and automation impact upon the nature of consumer‐supplier interaction and service delivery, it would appear that the concepts of relationship and loyalty need to be fundamentally re‐examined and their role and relevance within current retail financial services re‐appraised. Copyright © 2006 John Wiley &amp; Sons, Ltd.

Customer perspectives on the role and importance of branding in Irish retail financial services

PurposeThis paper explores the role of financial services brand values and compares the importance of process and outcome factors in terms of their impact on customer perceptions, behaviour and experience.Design/methodology/approachBuilding on exploratory managerial and consumer research, 50 in‐depth interviews were conducted with a quota sample of Irish consumers representing the desired range of demographic and product‐related characteristics, including income and financial experience.FindingsContrary to the literature, functional values are deemed by consumers to be significantly more important than emotional values. In addition, process factors, facilitated through positive interactions with staff, play a comparatively more salient role than outcome factors in building positive brand experience.Research limitations/implicationsFurther in‐depth qualitative and/or quantitative studies need to be conducted with larger sample sizes to address issues in terms of making inferences and generalisations from the research. As this study was conducted in an Irish context, further comparative research should be conducted with other similar financial markets to investigate any underlying cultural bias.Practical implicationsIt is recommended that financial services providers design brand appeals and advertising messages that are targeted at consumers' functional financial needs. Furthermore, financial service providers can maximise superior brand experience through a successful integrated strategy of meeting customer functional brand needs in an outcome‐driven approach and exceeding customer expectations within a process‐driven service experience.Originality/valueThis paper broadens understanding and insight into the complex and evolving area of brand management within retail financial services and has far‐reaching theoretical and practical implications.

From relationships to experiences in retail financial services

This study investigates the nature of customer‐supplier interaction that currently exists within Irish retail financial services. Specifically, issues relating to the role, meaning and importance of financial service interaction within the context of current demand‐ and supply‐side relationship marketing issues are explored. Although the literature proposes that the relationship marketing (RM) approach is particularly applicable to the financial services sector, the research findings raise questions as to the appropriateness of general RM theory to the current nature of interaction between consumers and their financial services providers. In an age of increased depersonalisation and automation impacting upon financial service quality and delivery, the paper questions the relevance of the “relationship” concept and proposes the notion of an “experience” as a far more relevant and meaningful construct. The nature and importance of this experience to consumers is explored and three levels of customer experience are conceptualised which are identified as brand, transactional and relationship experience.