Retail Experience Research Articles

A Model Depicting the Retail Food Environment and Customer Interactions: Components, Outcomes, and Future Directions.

The retail food environment (RFE) has important implications for dietary intake and health, and dramatic changes in RFEs have been observed over the past few decades and years. Prior conceptual models of the RFE and its relationships with health and behavior have played an important role in guiding research; yet, the convergence of RFE changes and scientific advances in the field suggest the time is ripe to revisit this conceptualization. In this paper, we propose the Retail Food Environment and Customer Interaction Model to convey the evolving variety of factors and relationships that convene to influence food choice at the point of purchase. The model details specific components of the RFE, including business approaches, actors, sources, and the customer retail experience; describes individual, interpersonal, and household characteristics that affect customer purchasing; highlights the macro-level contexts (e.g., communities and nations) in which the RFE and customers behave; and addresses the wide-ranging outcomes produced by RFEs and customers, including: population health, food security, food justice, environmental sustainability, and business sustainability. We believe the proposed conceptualization helps to (1) provide broad implications for future research and (2) further highlight the need for transdisciplinary collaborations to ultimately improve a range of critical population outcomes.

The transformational potential of Latin American retail experiences

PurposeThe purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market. Transformative studies have been conducted mostly in developed countries, and consumer well-being in a Latin American supermarket context has not been addressed previously. Specifically, this study aims to understand if customer satisfaction with a supermarket experience in Chile leads to positive customer well-being. Additionally, it is examined if customer well-being influences firm outcomes, such as customer loyalty, word-of-mouth (WOM) communication or retailer equity.Design/methodology/approachA conceptual model was developed, and data was collected through an online survey from 866 customers of a large supermarket chain in Chile. Hypotheses were tested with structural equation modeling.FindingsThe findings of this study support all the hypotheses of the model and confirm that customer satisfaction has direct and indirect effects on customer loyalty and other firm outcomes through customer well-being.Research limitations/implicationsThis research is among the few studies in the academic literature that considers retail experience and well-being outcomes for supermarket customers in a Latin American context. Limitations derive from the cross-sectional nature of this study.Practical implicationsThere are implications from this study contributing to the literature on customer retail experience, in terms of the potential to transform supermarket shopping in a Latin American country. This is particularly relevant in Latin America as the extent to which for-profit organizations acknowledge their relevancy of the individuals’ well-being is still at its infancy.Social implicationsThis research provides empirical support to the importance of not only looking at traditional measures such as WOM, equity and loyalty but looking into the impact services have for customers’ life and well-being.Originality/valueThis study contributes to the services literature and addresses a gap in it by exploring the transformative potential of supermarket shopping on customer well-being and in turn the role of customer well-being in retail firm outcomes. The findings also contribute in considering Chile, a Latin American context that has been overlooked in the transformative services studies. This provides managerial implications for domestic and global companies that offer grocery retailing for consumers in this region.

Bankruptcy Analysis Using Altman Z-Score Model and Springate Model In Retail Trading Company Listed In Indonesia Stock Exchange

The business environment in the retail experience turbulence, strong now many companies to reduce the impact outlets greater losses. Reduction in earnings a problem most of all , and this has potential in bankruptcy retail company in the future This research is analyzing about retail companies affected by the deterioration in performance that has been registered in Indonesia Stock Exchange. Model and data processing used to calculate potential harm is a model altman z score and models springate. Discussion result there is a retail companies go public has the potential to be the calculated use bankruptcy model altman z score as well as a model springate namely pt modern. international. Information , proceedings in potential for bankruptcy at annual report is not disclosure , was recommended to the stakeholders to oblige any new issuers give this information in the annual financial report made that release every year. To be accurate information and credible over the companies condition the truth.

Assessment of Shopping Mall Customers’ Experience through Criteria of Attractiveness in Tier-II and Tier-III Cities of India: An Exploratory Study

The present research attempts to develop a theoretical framework for the assessment of shopping mall customer experience dimensions. It further classifies the variables associated with retail experiences that may attract customers in Tier-II and Tier- III cities towards the malls. Exhaustive literature review and expert opinion approaches have been used to explore the evaluation criteria for the assessment of the mall experience. ISM is used to develop a structural model that represents relationships among variables at different levels along with driving and dependence relationships in the structural model. The result highlights that factors like customer value orientation, tenant mix, employees, facilities management are the most significant benchmarking criteria for customers’ assessment of their mall experience in the present study. To achieve profitable operations in these cities, retailer’s need to acquaint themselves with the expectations of customers in order to attract their attention. This indicates that it is imperative for mall managers to identify how consumers benchmark different parameters while evaluating a mall experience. Understanding the importance of such parameters will allow malls to be built according to some standard specifications that can meet a consumer’s threshold for appeal and attractiveness. The study adds to the existing literature of assessing shopping experience in Tier-II and Tier-III cities’ malls through a structural model. The most and the least dominant factors found in this study will help mall managers to develop strategies to enhance the customer shopping experience in malls.

How About Leisurerising the Retail Experience

How About Leisurerising the Retail Experience

Transformative technologies and the loss of privacy

Abstract As conversational commerce and transformative technologies further develop connections between the retailer and consumer, the public at large tends to forget the amount of transparency allowed in order for these systems to work. As personalization and the integration of tech become more sophisticated and culturally embedded through items such as home assistants, there are genuine concerns regarding the consumer's loss of privacy. The article reflects and suggests a pause in how much privacy society may be giving up in the search for a streamlined and personalized shopping experience, by virtue of the power and knowledge AI provides the devices and systems that enable a consumer to shop online. The goal of the study was to investigate how much and why consumers are opting to relinquish privacy for efficiency in the retail experience. While it is often acknowledged that consumers are opting to share more about themselves in the digital world, the paper looks at the background of why this has happened. In addition, the study includes a literature review and interviews with industry experts on their perspectives as both consumers and digital and social media marketers.

Sustainable retail system: Proposal for closed-loop fashion

Abstract The fashion industry is at a turning point due to the increased unsustainability of current economic, environmental and social practices requiring a new set of best practices throughout the supply and value chains. Retailers and manufacturers seek profit in a consumer market that increasingly expects more product and services for less money at a quicker rate of turnover. Scarcity of resources, from natural materials to affordable labour, will only intensify rather than be ameliorated in the current system. Concurrently, increasing awareness of environmental and social harm will make negotiations between price and availability all the more acute. The consumer expectation of environmentally friendly practices does not necessarily translate into acceptance of higher costs in the marketplace. The fashion industry therefore must reconsider the role of the designer, the use of technology, long-term responsibility for all products sold and how to engage the consumer beyond the confines of the traditional point of sale. Designers, manufacturers and retailers will have to reconfigure the supply chain process and expand the possibilities of experiential retail to accommodate increased consumer demand of getting what they want when they want it, all while affording confidence and trust. This article is a proposal for a Closed-Loop Sustainable Product Service System and Retail construct. The proposal suggests a national network of design, retail and manufacturing sites specific to a community or region. Specific technology would support small batch production geared to the requirements of a community or locality while taking responsibility for all waste. A supporting literature review will be provided reinforcing the assertions and suggestions made by the author.

IR4.0: unmanned store apps

<span>The Internet of Things (IoT) is predicted to be one of the major megatrends in technology that applies worldwide including in Malaysia. Current advantages and expectations of using a connected device has become a reason to use applications in many areas, including the field of retail industry. The evolvement of technology has changed the retail landscape that replaces the manpower in their operations to improve the efficiency, quality and work ethics. Hence, this paper discussed comparative study of technology innovation applied and process flow in unmanned store from different country. Next, prototype of unmanned store apps was designed according to the most preferred technology based on the comparative study. IoT retailer model can be used to improve the retail experience for the customers. Thus, it may perform strategic marketing and gain retail intelligence. Besides, the revolution of using technology in this retail industry is contributing towards Industry 4.0 through digital transformation.</span>

Chalhoub Group: Transforming the Luxury Retailer

From a single boutique in Damascus, Syria, in 1955, the Chalhoub Group had grown by 2019 to operate more than 650 luxury retail stores in 14 countries throughout the Middle East and North Africa. By blending its knowledge of luxury and its unique Middle East expertise, the Group had built a powerhouse of brands, enjoyed a reputation for excellent service with all its partners, and offered a differentiated retail experience to its customers in the region. However, the company needed to adapt its business model to a changing Middle East. Increased globalization, economic uncertainty, technological disruption, market innovations, changes in customer expectations, and a whole set of competitors were transforming the luxury retail industry. In recent years, the Group had focused more on the customer experience, modernized its digital presence and data gathering, and invested heavily in innovation. Had it made the right changes, in the right ways, to build organizational agility and capability to drive future performance? Excerpt UVA-S-0319 Rev. Apr. 8, 2020 Chalhoub Group: Transforming the Luxury Retailer Preparing for his meeting with the company executive board, Patrick Chalhoub, the CEO of the Chalhoub Group (the Group), wondered how best to describe the fundamental shift in the Middle East in the last few years. Increased globalization, economic uncertainty, technological disruption, market innovations, changes in customer expectations, and a whole set of competitors were transforming the luxury retail industry. While he referred to this as the new norm, he wondered if this fully captured the challenges confronting the Group, his family-owned company in the Middle East that had been in partnership with international luxury brands for more than 60 years. Company Background Michel and Widad Chalhoub, husband and wife, opened their first store, Christofle, in Damascus, Syria, in 1955. A decade later, the economic uncertainty in the country led the Chalhoubs to relocate their business to Beirut, Lebanon. By 1975, their two sons—Patrick and Anthony—had become active in the business, and the family moved operations to Kuwait. In 1990, they moved their headquarters to Dubai following the Iraqi invasion. Patrick and Anthony Chalhoub took over as co-CEOs in 2001. . . .

Demonetisation and Retail Markets: Lower Perceived Economic Effects Among Unorganized Retailers

This research explored the experiences of unorganized retailers in India regarding the macroeconomic effects of demonetisation in their business. Concurrently, the study evaluated the constructive effects of demonetisation in the digitalization process of the Indian economy. The temporary liquidity crunch created by the exercise caused some problems to the retailers with short-lived impacts. However, repudiating the general and political criticism against the macroeconomic implications of the demonetisation, the research acclaimed that the move was neither cost-intensive nor brought in significant economic damage to the unorganized retailing business in India. The overall impact of the demonetisation exercise in the economy was somewhat positive and contributed significantly to make the economy cashless.

Perceived Consumer Value of Omni-Channel Service Attributes in Japan and Korea

Digitization of retail platform and integration of various retail channel is coupled with rapid change in consumer shopping behavior and their expectation for retail experience. Consumers expect retailers to be able to provide seamless, consistent and personalized service in which they also have enriched retail experience (Picot Coupey et al., 2016). Omni-channel retailing has emerged to provide integrated retail service of various channels which enable consumers to use various channels and touch points synergistically. In this study, we investigated the effect of perceived value of attributes of the OC service on consumers’ decision process for omni-channel usage in Japan and Korea. The AHP method is applied to assess hierarchical process of consumers’ decision making in using omni-channel service. In the AHP framework, consumers’ decision making is structured hierarchically, and framed to have three levels of process in which consumers make decision on omni-channel usage based on three constructs: ‘Customer Value (CV), ‘Touch Point (TP)’ and ‘Payment System (PS)’. The AHP survey was administered to individual shoppers in Japan and Korea, and 240 respondents and 229 respondents answered the AHP survey in Korea and Japan, respectively. Findings reveal that ‘Customer Value (CV)’ is perceived to be more important than ‘Touch Points (TP)’ and the ‘Payment System (PS)’, affecting consumers’ decision for using the omni-channel service. Furthermore, consumers in two countries show different preferences for specific aspects of the CV attributes. The authors also discuss the methodological and managerial implications of the findings.

Developing a holistic understanding of consumers’ experiences

Purpose This paper aims to investigate how the physical and sensory environmental triggers interact with subjective consumer evaluations in the production of shopping experiences, an under-investigated theme, despite its relevance. Design/methodology/approach An interpretative multi-method approach was used by combining video observation with camera eyeglasses and in-depth interviews with 30 customers of a department store. Findings Results offer a holistic framework with four-dimensional axial combination involving physical comfort, psychological comfort, physical product evaluation and sensorial product evaluation. Based on this framework, results highlight the role of comfort and products in producing shopping experience in ordinary store visits. Research limitations/implications The findings contribute both to consumer experience studies and to the retail marketing literature in shading a light on experience production in ordinary store visits. Specifically, we detail these visits not as a static response to a given environment stimulus, but as a simultaneous objective and subjective combination able to produce experience. Practical implications The results encourage managers to understand the experience production not just as an outcome of managerially influenced elements, like décor or odor. It involves considering subjective elements in the design of consumers’ physical and sensorial retail experiences. Originality/value Adopting an innovative method of empirical data collection, results generated a framework that integrates the objective shopping environment and subjective consumer responses. This research considers the role of comfort and product features and quality both physically and sensorially to develop experiences in a holistic manner in ordinary shopping visits.

An Optimized Technique to Foster Omnichannel Retail Experience Leveraging Key Technology Dimensions in the Context of an Emerging Digital Market

Customers’ approach towards shopping has transformed, as a result of their reduced tolerance, increased technology usage and being well informed than ever before. As customers expect a seamless shopping experience regardless of where they are engaged within a retailer’s network, the line between physical and digital retailing is blurring. Retailers across the world are contemplating on transforming into Omnichannel hubs to deliver an elevated experience anytime anywhere. And, experts have often indicated that an Omnichannel strategy delivers a unified shopping experience than a mere channel experience. However, the true Omnichannel experience is still not evident in India with minimal action in this space, indicating a subverted outlook towards building necessary Omnichannel Capabilities. This paper examines the most essential and significant technology dimensions that are imperative towards fostering a seamless Omnichannel Retail Experience. The findings of this study serve as a basis for retailers in India to evaluate their strategies towards adopting these technology dimensions and respective capabilities, using an optimized approach. The study employed a quantitative research involving survey of executives from major retailers in India. The quantitative data was analyzed applying Structural Equation Modeling, to ascertain the technology dimensions that emerged and their significance in deriving Omnichannel Retail Experience.

Characterisation, Challenges and Resilience of Small-Scale Food Retailers in Kingston, Jamaica

Small-scale food enterprises occupy a critical space in the food system of Kingston, Jamaica. While they serve the entire population, poor urban households are disproportionately reliant on small-scale food retailers. The nodes and networks of retailers play an important role in the value and commodity chain by providing access to comparatively cheap food but are often impacted by economic vagaries and state-level regulation amongst other factors which potentially challenge the sustainability of the trade. These issues are potentially offset by a highly dynamic system where entry into the trade is maintained by the high levels of unemployment and limited alternatives, even in the informal sector. While the challenges are the likely result of state-level deficiencies, it is possible that these problems are both alleviated and exacerbated by various strategies used to claim space and negotiate food-based livelihoods in the city. This research attempts to fill a conspicuous gap in the literature by examining the pathology of the urban food system as it relates to the characterisation, challenges and experiences of small-scale food retailers. The results are based on a combination of questionnaire surveys and interviews with small-scale food retailers in the city. They reveal the existence of gender- and age-based differences in education, profits earned and motivations for entry. Additionally, these vendors face a range of challenges including deficiencies in state support. While many of their challenges are partly compensated by reliance on inwardly focussed networks, statistical characterisation may provide vital insight into opportunities for policy interventions which specifically target this marginalised group.

An Examination of Failed Grocery Store Interventions in Former Food Deserts.

Background. Implementing food stores in deprived neighborhoods to improve access to healthy food is a debated topic. Aims. To uncover important contributors to the closure of grocery store interventions in urban food deserts. Method. We systematically reviewed both peer-reviewed and gray literature for publications on the failure of grocery store interventions. Results. We found nine articles on six different failed food stores. The reasons stated for closure included low sales, a lack of food retail experience, poor marketing, and difficulty in attracting and retaining a high volume of consumers from the local market. Discussion. Current literature on the topic of the closure of inner-city grocery stores does not have a concise rationale to explain why inner-city grocery store interventions were not successful. Conclusion. We must consider the most appropriate interventions to improve food environments in food deserts using local and national policies to address the social determinants of health.

Spreading the Word: How Customer Experience in a Traditional Retail Setting Influences Consumer Traditional and Electronic Word-of-mouth Intention

The study of customer experience has gained substantial importance in the consumer behavior field because of how it impacts the development of long-term relationships with customers. The next frontier of customer experience research involves new contexts represented by new channels offered by retailers, thus sparking research interest in the experience lived by customers not only in physical stores but also in virtual stores as a clear representation of the concept of omni-channels. Within this context, consumers’ actions on social media are particularly important because they can act as product or service endorsements to other customers affecting their purchase intentions. In this article, we attempt to bridge the gap between real-world retail experiences and how they connect with the online retail environment through consumer behavior contrasting traditional and eWOM intention at the point of experience immediately after its consumption in a physical setting. In order to do so, a Bayesian hierarchical approach is used to provide an adaptable, low-sample statistical infrastructure for the analysis of the proposed relationships. Our findings show that customer experience in physical stores still have a higher impact on consumer traditional WOM intention than on eWOM intention.

Online retail experience and customer satisfaction: the mediating role of last mile delivery

ABSTRACT For various industries worldwide, recent years have been defined by the remarkable growth of e-commerce. Enabled by the Internet, retailers can reach more customers, spread much further in the distribution chain, and optimize their resources. In the new market environment, customer experience has become a source of competitive advantage. This study investigates the role of last mile delivery in the customer’s e-retail experience. A quantitative methodology was used, which incorporated a survey that was conducted in Sweden and measured participants’ most recent e-retail experience. The results indicate that the last mile delivery experience mediates the relationship between the customer’s perception of the online shopping experience and customer satisfaction. These conclusions provide ground for further thorough investigations of the role of last mile delivery in the e-retail context and support e-retailers in increasing their customers’ satisfaction.

Greening and price differentiation coordination in a supply chain with partial demand information and cannibalization

In this paper, a supply chain coordination problem for a single manufacturer and retailer for a single selling period is analyzed. The retailer in the supply chain offers two products, an inaugural green and a regular product at different prices. These products are procured at distinct wholesale prices through a single distribution channel. The inaugural green product is offered by the manufacturer along with the existing regular product and sold at a higher price compared to the regular product. This price differentiation divides the market into two segments where the demand in each segment can be controlled using a differentiation price. However, this segmentation resulted via price differentiation is often imperfect owing to which the retailer experiences cannibalization. Cannibalization is perceived as demand leakages between the two segments. This study proposes mathematical models for single channel coordination that integrate price differentiation and demand leakage aspects for the two-product case of green and regular products. Coordination is modeled for both integrated and decentralized channels. In an integrated channel, the decisions are centralized in a monopoly, whereas, in the decentralized channel, manufacturer and retailer decisions are coordinated in a leader-follower game theoretic setting. The coordination models are developed not only for deterministic demand and stochastic demand with full demand information but also for stochastic demand with partial demand information. For each of the demand situations, analytical (closed-form) solutions for pricing, inventory, and greening effort investment decisions in the supply chain are developed. A detailed numerical study is proposed to illustrate the proposed models. We show that selling green and regular products at differentiated prices can significantly improve the profitability of both the manufacturer and retailer, however, an increased demand leakage can considerably limit the profitability gains. Whereas, manufacturer's decision on price differentiation can be used to mitigate the adverse effects of demand leakages.

Anthropomorphism and augmented reality in the retail environment

The fourth industrial revolution is making possible augmented reality (AR), which has the potential, among other things, to alter profoundly the ways in which individuals purchase and consume goods. Yet despite significant growth in the AR industry, the impact of this technology on consumers and other stakeholders in the retail environment has been little explored. In particular, the influence of anthropomorphism on consumers’ perceptions of AR in the retail environment remains poorly understood. Specifically, randomly selected adults (n = 319) participated in a field based retail shopping experience using augmented reality on a mobile device, the findings presented here demonstrate that anthropomorphism indeed influences consumers’ experiences of AR and their attitudes toward brands that use it. This study therefore has important theoretical implications as well as practical implications for managers. We begin by elaborating a theory of anthropomorphism in the context of retail marketing that can account for consumers’ perceptions of AR in general. We then discuss how our findings can assist managers in the retail sector in leveraging the anthropomorphisation of AR as part of the effort to build effective relationships with their customers. Our findings further suggest that brands benefit when managers make AR a key part of the retail experience.

Place Innovative Synergies for City Center Attractiveness: A Matter of Experiencing Retail and Retailing Experiences

By investigating the occurrence of place innovative synergies between retail and tourism in a small-sized Swedish city, this article advances knowledge on how city center attractiveness can be enforced in a rural context with competing online shopping and suburban/out-of-town shopping centers. Previous studies of city center attractiveness, place innovation, and social innovation help distinguish innovative intertwinement of correlated trends of experiencing retail and retailing experiences, augmenting customer experiences through place-based characteristics. Interviews, workshops, and participatory observations with entrepreneurs, business promoters, and municipality representatives reveal three dimensions of place innovative synergies in city center attractiveness: 1) innovative variance in city center retail and tourism, 2) innovative interwovenness between the city center identity and its configuration, content, and communication, and 3) innovative interaction between retailers and tourism entrepreneurs in city center events. A key question is whether synergies in temporal events and everyday commerce are sufficiently combined, in order to engender encompassing renewal.