The Impact of Consumer Confidence on Store Satisfaction and Share of Wallet Formation

Autor:	Auke Hunneman, Laurens Sloot, Pieter Verhoef
Přispěvatelé:	Research Programme Marketing
Jazyk:	angličtina
Rok vydání:	2015
Předmět:	Marketing Change over time Service (business) Business cycle Customer satisfaction Advertising Consumer confidence index Business Share of wallet
Zdroj:	Journal of Retailing, 91(3), 516-532. ELSEVIER SCIENCE INC Journal of Retailing
ISSN:	0022-4359
Popis:	This is the authors' accepted and refereed manuscript to the article For retailer managers, it is crucial to understand the relationships between customers’ store attribute evaluations, satisfaction, and share of wallet as well as how these relationships change over time depending on the business cycle. This study investigates this complex relationship using an extensive dataset for all grocery chains in the Netherlands over the period 2009–2012. Our findings indicate that retailers should not overemphasize the importance of a favorable price image in times of low consumer confidence. Instead, our study shows that the relationship between service attributes and customer satisfaction is stronger in periods with low consumer confidence. 2, Forfatterversjon
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::c39c8c1ec68defea6980441a17cac108 https://research.rug.nl/en/publications/5b6995d3-c9e7-4019-a4c2-125002225029 Zobrazit plný text záznamu Full Text from ScienceDirect