Customer Value Types Predicting Consumer Behavior at Dutch Grocery Retailers
| Autor: | Henriëtte Keur, Janjaap Semeijn, Kim Janssens, Wim Lambrechts |
|---|---|
| Přispěvatelé: | Department of Marketing and Supply Chain Management, RS-Research Line Learning (part of LIRS program), RS-Research Program Learning and Innovation in Resilient systems (LIRS), Marketing & Supply Chain Management, RS: GSBE Theme Human Decisions and Policy Design, RS: GSBE Theme Sustainable Development, RS: GSBE Theme Data-Driven Decision-Making |
| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: |
LOYALTY
SATISFACTION media_common.quotation_subject InformationSystems_INFORMATIONSTORAGEANDRETRIEVAL lcsh:BF1-990 Word of mouth consumer behavior Development Structural equation modeling Article SERVICE QUALITY Behavioral Neuroscience VALUE CREATION PERCEIVED VALUE Excellence 0502 economics and business Loyalty Genetics General Psychology Ecology Evolution Behavior and Systematics Consumer behaviour media_common Service (business) Service quality 05 social sciences satisfaction Advertising repurchase intention ComputingMilieux_GENERAL MODEL SPECIALTY lcsh:Psychology ATTRIBUTES Value (economics) ComputerApplications_GENERAL SELF-CONGRUITY 050211 marketing grocery retail formats Business 050203 business & management Word-of-Mouth STORE customer value |
| Zdroj: | Behavioral Sciences, Vol 10, Iss 127, p 127 (2020) Behavioral Sciences Behavioral sciences, 10(8):127, 1-19. MDPI AG Janssens, K, Lambrechts, W, Keur, H & Semeijn, J 2020, ' Customer Value Types Predicting Consumer Behavior at Dutch Grocery Retailers ', Behavioral sciences, vol. 10, no. 8, 127, pp. 1-19 . https://doi.org/10.3390/bs10080127 Behavioral sciences, 10(8):127. Multidisciplinary Digital Publishing Institute (MDPI) Volume 10 Issue 8 |
| ISSN: | 2076-328X |
| Popis: | The purpose of this paper is to profile three grocery retail formats (non-discounter, soft discounter, and hard discounter) in the Netherlands using Holbrook&rsquo s value types. These value types are linked to three consumer behavior outcomes, i.e., Satisfaction, Repurchase intention, and Word-of-Mouth. The impact of the retail formats is evaluated on the importance and performance of the value types, using a questionnaire for each of the retail formats. The relationship between the value types and outcomes is tested with partial least squares structural equation modeling (PLS-SEM). Aesthetics, Altruistic value, and Efficiency are positively linked to Satisfaction. In addition, Efficiency is the key driver for Repurchase intention and has a positive impact on Word-of-Mouth. A positive Word-of-Mouth is predicted by Social value and Service excellence. The three examined retail formats show a difference in Holbrook&rsquo s value types. Overall, the results of the non- and soft discounters differ from the hard discounters. Remarkably, and contrary to previous studies, the soft discounter&rsquo s scores are the highest meaning that consumers are most critical for this retail format. It seems that consumers expect the best of both worlds at soft discounters: low prices, interesting bargains, easy access, but also appealing store design, and excellent service. |
| Databáze: | OpenAIRE |
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