The Experts below are selected from a list of 20877 Experts worldwide ranked by ideXlab platform
Nic S. Terblanche - One of the best experts on this subject based on the ideXlab platform.
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Revisiting the supermarket in-store customer Shopping Experience
Journal of Retailing and Consumer Services, 2018Co-Authors: Nic S. TerblancheAbstract:Marketing academics and practitioners agree on customer Experience as a means for differentiation. The customer Experience is challenging for retailers because it is influenced by elements which the retailer can control and elements which are beyond their control. This paper deals with the in-store customer Shopping Experience of a supermarket and found that merchandise assortment, interaction with staff and the internal shop environment and customers’ in-shop emotions have a strong positive and significant relationship with cumulative customer satisfaction. Customer satisfaction has a strong positive relationship with repatronage intentions. A comparison of the current study's findings with those of two similar earlier studies yielded considerable differences. The major contributions of this study are firstly the identification of differences over time of the elements of an in-store customer Shopping Experience in a supermarket and the role of positive emotions that are caused by supermarket Shopping environments.
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A generic instrument to measure customer satisfaction with the controllable elements of the in-store Shopping Experience
South African Journal of Business Management, 2006Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:In this study an attempt is made to develop a generic instrument that could be used to measure customer satisfaction with the controllable elements of the in-store Shopping Experience. By closely following the most contemporary guidelines for scale development, and involving 11 063 respondents in four different surveys, the authors emerge with a 22-item instrument to measure satisfaction with the in-store Shopping Experience. The evidence of the psychometric properties of the proposed ISE instrument offered here is compelling in terms of its uni-dimensionality, with-in-method convergent validity, cross-validation of dimensions in a cross-validation sample, reliability of the instrument, its discriminant validity and its nomological validity.
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The relationship between a satisfactory in-store Shopping Experience and retailer loyalty
South African Journal of Business Management, 2006Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:In this study consumer satisfaction with the in-store Shopping Experience is used to predict two measures of retailer loyalty. The first measure is an attitudinal measure of loyalty. The second measure is actual buying behaviour – actual sales recorded in monetary terms and in terms of units bought. The results suggest that a satisfactory in-store Shopping Experience enhances cumulative or ‘overall’ consumer satisfaction, which in turn enhances both attitudinal loyalty and behavioural loyalty (actual sales).
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The in-store Shopping Experience: A comparative study of supermarket and clothing store customers
South African Journal of Business Management, 2004Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:Various developments continually pressurise retailers to find new and innovative ways to differentiate themselves from competitors and adapt to ever-changing and accelerating environmental circumstances. Positioning based on customers' in-store Shopping Experience (ISE) offers retailers an alternative means of differentiation and is achieved by providing a superior in-store Shopping Experience. The ISE instrument that has been developed to measure customers' in store Shopping Experience is used in this study to compare the in-store Shopping Experiences of customers of two diverse retailing environments (supermarkets versus clothing retailers) by assessing its impact on customer retention. A proposition is formulated and the findings reported. The implications of ISE and customer retention for retail managers are also dealt with.
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A study of the differential impact of the dimensions of satisfaction with the in-store Shopping Experience on the customer retention of retailers
Management Dynamics : Journal of the Southern African Institute for Management Scientists, 2004Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:Retailers are under continuous pressure to find innovative ways to differentiate themselves from competitors and to adjust to fast-changing environmental circumstances. Customers' in-store Shopping Experience (ISE) offers retailers an alternative means of differentiation if they can offer a superior in-store Shopping Experience. The ISE instrument, which has been developed to measure customers' in-store Shopping Experience, is used in this study to compare the in-store Shopping Experiences of customers of two diverse retailing environments (superstores versus Health, Beauty and Lifestyle (HBL) retailers) by assessing the impact of ISE on customer retention. The results confirm the proposition that the dimensions of the in-store Shopping Experiences of customers are not consistent across retailer types.
Kimberly A. Whitler - One of the best experts on this subject based on the ideXlab platform.
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Can copycat private labels improve the consumer’s Shopping Experience? A fluency explanation
Journal of the Academy of Marketing Science, 2017Co-Authors: Katie Kelting, Adam Duhachek, Kimberly A. WhitlerAbstract:A top priority among retailers is enhancing the consumer’s Shopping Experience. With the number of private label products increasing at the same time retailers are shedding slower moving products, understanding how private labels impact the consumer’s Experience at the retail shelf becomes critical. While one might think that private labels, in particular those that look similar to their national brand counterparts (i.e., copycat private labels), may hinder the Shopping Experience by making it more difficult for consumers to choose a product, we find the exact opposite. Adopting a fluency perspective, we show that when copycat private labels are included in a shelf set, consumers with high knowledge of the category Experience greater choice ease, and as a result they subsequently evaluate their chosen product more favorably. Importantly, the choice ease and evaluations of novice consumers are found to be unaffected. Consequently, this research provides insights for retailers and manufacturers on how and why copycat private labels positively impact an important aspect of the consumer’s Shopping Experience (i.e., choice ease).
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Copycat Private Labels Improve the Consumer Shopping Experience: A Fluency Perspective
2017Co-Authors: Katie Kelting, Adam Duhachek, Kimberly A. WhitlerAbstract:A top priority among retailers is enhancing the consumer’s Shopping Experience. With the number of private label products increasing at the same time retailers are shedding slower moving products, understanding how private labels impact the consumer’s Experience at the retail shelf becomes critical. While one might think that private labels, in particular those that look similar to their national brand counterparts (i.e., copycat private labels), may hinder the Shopping Experience by making it more difficult for consumers to choose a product, we find the exact opposite. Adopting a fluency perspective, we show that when copycat private labels are included in a shelf set, consumers with high knowledge of the category Experience greater choice ease, and as a result they subsequently evaluate their chosen product more favorably. Importantly, the choice ease and evaluations of novice consumers are found to be unaffected. Consequently, this research provides insights for retailers and manufacturers on how and why copycat private labels positively impact an important aspect of the consumer’s Shopping Experience (i.e., choice ease).
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can copycat private labels improve the consumer s Shopping Experience a fluency explanation
Journal of the Academy of Marketing Science, 2017Co-Authors: Katie Kelting, Adam Duhachek, Kimberly A. WhitlerAbstract:A top priority among retailers is enhancing the consumer’s Shopping Experience. With the number of private label products increasing at the same time retailers are shedding slower moving products, understanding how private labels impact the consumer’s Experience at the retail shelf becomes critical. While one might think that private labels, in particular those that look similar to their national brand counterparts (i.e., copycat private labels), may hinder the Shopping Experience by making it more difficult for consumers to choose a product, we find the exact opposite. Adopting a fluency perspective, we show that when copycat private labels are included in a shelf set, consumers with high knowledge of the category Experience greater choice ease, and as a result they subsequently evaluate their chosen product more favorably. Importantly, the choice ease and evaluations of novice consumers are found to be unaffected. Consequently, this research provides insights for retailers and manufacturers on how and why copycat private labels positively impact an important aspect of the consumer’s Shopping Experience (i.e., choice ease).
Thomas Stenger - One of the best experts on this subject based on the ideXlab platform.
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The Online Shopping Experience (OSE) -expanding an existing framework : an abstract
2018Co-Authors: Aurélia Michaud-trévinal, Iryna Pentina, Thomas StengerAbstract:AFM/AMS provides a financial support for this Communication Why do people shop? The famous and seminal article written by Tauber (1972) can be considered as the root for new kinds of research in marketing, focusing less on consumer decision-making, and more on consumer motives, practices, Experiences, and obviously, Shopping. Since then, the marketing literature has highlighted the concept of Experience in numerous fields (Schmitt, 1999; Verhoef et al., 2009), including Shopping. As consumers are increasingly taking control of their online Shopping processes (including information search, product selection and decision-making), providing them with relevant Experiences in this context has become an essential issue for marketers. Indeed, if the firms want to interact with consumers at the right time, they need to understand how to best reach and engage with them. The specific case of 'online Shopping Experience' (OSE) is of particular interest as both the context and the Experience itself are co-designed by marketers and consumers. The OSE and its impacts on online Shopping (conversion and repurchase) have attracted increasing attention in academic research (Pentina, Amialchuk, and Taylor, 2011; Rose et al., 2012, Kawaf and Tagg, 2017). However, there is still no consensus on what the 'online Shopping Experience' (OSE) lived by the consumers is. The 'online Shopping Experience' (OSE) and its impacts on online Shopping (conversion and repurchase) have attracted increasing attention in academic research. However, there is still no consensus on what the OSE lived by the consumers is. This gap poses two main challenges: (i) at a conceptual level, the construct of the OSE is still ill-defined; and (ii) at an operational level, the lack of a reliable construct prevents from evaluating such an OSE and its impact.
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Online Shopping Experience (OSE) : a new conceptual framework
2018Co-Authors: Aurélia Michaud-trévinal, Iryna Pentina, Thomas StengerAbstract:What is the ‘online Shopping Experience’ (OSE) lived by the consumers? Early works suggest that the OSE is a construct incorporating four constituent dimensions: physical characteristics, ideological aspect, pragmatic aspects, and social aspect. The aim of this search is to enrich this conceptual framework though a qualitative investigation done in the US (summer 2017), and to propose a robust model of the OSE.Results analysis enables to identify interesting new aspects that conduct to propose a new conceptual model. Specifically, we propose that OSE is a three-order construct and distinguish the hedonic / utilitarian values from the components of the Experience itself. An augmented conceptualization of the OSE is designed. Finally, new items on some characteristics such as loss of self-consciousness, rituals or interactions with others have to be further tested, in order to fine-tune some of the scales. The research project as a whole is still in progress and next steps are under process both in France and in the US.
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The online Shopping Experience (OSE): Towards the development of a four- order hierarchical model
2015Co-Authors: Aurélia Michaud-trévinal, Karine Picot-coupey, Thomas StengerAbstract:The 'online Shopping Experience' has recently been considered in marketing literature with the crossing of the fields of consumption Experience, Shopping Experience, and online Experience. A potential positive impact to the e-retailer's performance has been emphasized. The conceptualization of the 'online Shopping Experience' (OSE) is still at hand as neither operationalization nor quantitative, and empirical test have been realized yet. Using the procedure specific to a high-order hierarchical model with formative constructs, this research results to the first development of a measurement index consisting of 4 dimensions (physical, ideological, pragmatic, and social) to evaluate the OSE lived by the consumers. A quantitative survey has been conducted with 1142 respondents. The research delineates the scope of the OSE and defines reliable scales for evaluating the dimensions of the OSE, some of them missing from the literature.
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Toward a conceptualization of the online Shopping Experience
Journal of Retailing and Consumer Services, 2014Co-Authors: Aurélia Michaud Trevinal, Thomas StengerAbstract:This research article explores the content of consumers 's Experience when they shop online and proposes a first step in conceptualizing the 'online Shopping Experience ' (OSE). First, we carried out an extended literature review and proposed an integrative conceptual framework. Then, we relied on a consumers discourse analysis with four focus groups with consumers who differ in terms of age, gender and online Shopping Experience. We define the OSE and propose a conceptualization through four core dimensions: the physical, ideological, pragmatic and social dimensions. Connections are established between the flow concept and the 'traditional' dimensions of Experience, and specific Shopping values are identified. Moreover, an appropriation process of commercial websites is revealed; beyond purchase intentions and rituals, the OSE is embodied by the use of online tools and patronage routines. Finally, social interactions with Facebook friends are one of the new practices considered.
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ONLINE Shopping Experience: A QUALITATIVE SURVEY
2012Co-Authors: Aurélia Michaud-trévinal, Thomas StengerAbstract:This research tackles the issue of Shopping Experience in an online environment. Previous studies have already focused on consumption Experiences (Holt, 1995; Arnould and Thompson, 2005) and consumer Experiences on the web focusing on 'browsing' and 'flow' online (Hoffman, Novak, 1996, 2009). This paper intends to examine online Shopping Experience from three aspects: the physical, ideological and pragmatic dimensions. As an exploratory research study, a qualitative research method was used (in France) with four focus groups –thirty-one consumers who differ in terms of age, gender and consumer Experience. The results highlighted the three proposed dimensions and underline as core issue the pragmatic dimension of online Shopping Experience. Indeed, if the ideological aspect of Shopping Experience has already been discussed, as well as some of the concrete elements of the Shopping Experience online, some key aspects of online Shopping Experience have been pointed out, for instance the social interactions with friends. Above all, the appropriation process of commercial websites is here underlined; beyond purchase intentions, shoppers have different uses and rituals with Internet tools, that characterize different online Shopping Experiences.
Christo Boshoff - One of the best experts on this subject based on the ideXlab platform.
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A generic instrument to measure customer satisfaction with the controllable elements of the in-store Shopping Experience
South African Journal of Business Management, 2006Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:In this study an attempt is made to develop a generic instrument that could be used to measure customer satisfaction with the controllable elements of the in-store Shopping Experience. By closely following the most contemporary guidelines for scale development, and involving 11 063 respondents in four different surveys, the authors emerge with a 22-item instrument to measure satisfaction with the in-store Shopping Experience. The evidence of the psychometric properties of the proposed ISE instrument offered here is compelling in terms of its uni-dimensionality, with-in-method convergent validity, cross-validation of dimensions in a cross-validation sample, reliability of the instrument, its discriminant validity and its nomological validity.
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The relationship between a satisfactory in-store Shopping Experience and retailer loyalty
South African Journal of Business Management, 2006Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:In this study consumer satisfaction with the in-store Shopping Experience is used to predict two measures of retailer loyalty. The first measure is an attitudinal measure of loyalty. The second measure is actual buying behaviour – actual sales recorded in monetary terms and in terms of units bought. The results suggest that a satisfactory in-store Shopping Experience enhances cumulative or ‘overall’ consumer satisfaction, which in turn enhances both attitudinal loyalty and behavioural loyalty (actual sales).
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The in-store Shopping Experience: A comparative study of supermarket and clothing store customers
South African Journal of Business Management, 2004Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:Various developments continually pressurise retailers to find new and innovative ways to differentiate themselves from competitors and adapt to ever-changing and accelerating environmental circumstances. Positioning based on customers' in-store Shopping Experience (ISE) offers retailers an alternative means of differentiation and is achieved by providing a superior in-store Shopping Experience. The ISE instrument that has been developed to measure customers' in store Shopping Experience is used in this study to compare the in-store Shopping Experiences of customers of two diverse retailing environments (supermarkets versus clothing retailers) by assessing its impact on customer retention. A proposition is formulated and the findings reported. The implications of ISE and customer retention for retail managers are also dealt with.
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A study of the differential impact of the dimensions of satisfaction with the in-store Shopping Experience on the customer retention of retailers
Management Dynamics : Journal of the Southern African Institute for Management Scientists, 2004Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:Retailers are under continuous pressure to find innovative ways to differentiate themselves from competitors and to adjust to fast-changing environmental circumstances. Customers' in-store Shopping Experience (ISE) offers retailers an alternative means of differentiation if they can offer a superior in-store Shopping Experience. The ISE instrument, which has been developed to measure customers' in-store Shopping Experience, is used in this study to compare the in-store Shopping Experiences of customers of two diverse retailing environments (superstores versus Health, Beauty and Lifestyle (HBL) retailers) by assessing the impact of ISE on customer retention. The results confirm the proposition that the dimensions of the in-store Shopping Experiences of customers are not consistent across retailer types.
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Measuring customer satisfaction with the controllable elements of the in-store Shopping Experience
South African Journal of Business Management, 2001Co-Authors: Nic S. Terblanche, Christo BoshoffAbstract:Evidence from various sources suggests that satisfaction with the individual components of an in-store Shopping Experience will result in customer satisfaction which will lead to customer retention and loyalty over the long term. It is argued that the in-store Shopping Experience (ISE) at store level consists of a variety of different dimensions that can be controlled by the retailer. This study reports on two phases of a long-term study on the controllable elements of the in-store Shopping Experience. Closely following the guidelines for multi-item scale development suggested by Churchill (1979) and based on the results of two empirical surveys, it is concluded that there are five dimensions of importance to consumers when assessing their satisfaction with an in-store Shopping Experience. These dimensions are merchandise value, personal interaction, merchandise variety, internal store environment and complaint handling. The proposed instrument in its current form demonstrates high levels of reliability, discriminant validity, convergent validity and construct validity.
Katie Kelting - One of the best experts on this subject based on the ideXlab platform.
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Can copycat private labels improve the consumer’s Shopping Experience? A fluency explanation
Journal of the Academy of Marketing Science, 2017Co-Authors: Katie Kelting, Adam Duhachek, Kimberly A. WhitlerAbstract:A top priority among retailers is enhancing the consumer’s Shopping Experience. With the number of private label products increasing at the same time retailers are shedding slower moving products, understanding how private labels impact the consumer’s Experience at the retail shelf becomes critical. While one might think that private labels, in particular those that look similar to their national brand counterparts (i.e., copycat private labels), may hinder the Shopping Experience by making it more difficult for consumers to choose a product, we find the exact opposite. Adopting a fluency perspective, we show that when copycat private labels are included in a shelf set, consumers with high knowledge of the category Experience greater choice ease, and as a result they subsequently evaluate their chosen product more favorably. Importantly, the choice ease and evaluations of novice consumers are found to be unaffected. Consequently, this research provides insights for retailers and manufacturers on how and why copycat private labels positively impact an important aspect of the consumer’s Shopping Experience (i.e., choice ease).
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Copycat Private Labels Improve the Consumer Shopping Experience: A Fluency Perspective
2017Co-Authors: Katie Kelting, Adam Duhachek, Kimberly A. WhitlerAbstract:A top priority among retailers is enhancing the consumer’s Shopping Experience. With the number of private label products increasing at the same time retailers are shedding slower moving products, understanding how private labels impact the consumer’s Experience at the retail shelf becomes critical. While one might think that private labels, in particular those that look similar to their national brand counterparts (i.e., copycat private labels), may hinder the Shopping Experience by making it more difficult for consumers to choose a product, we find the exact opposite. Adopting a fluency perspective, we show that when copycat private labels are included in a shelf set, consumers with high knowledge of the category Experience greater choice ease, and as a result they subsequently evaluate their chosen product more favorably. Importantly, the choice ease and evaluations of novice consumers are found to be unaffected. Consequently, this research provides insights for retailers and manufacturers on how and why copycat private labels positively impact an important aspect of the consumer’s Shopping Experience (i.e., choice ease).
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can copycat private labels improve the consumer s Shopping Experience a fluency explanation
Journal of the Academy of Marketing Science, 2017Co-Authors: Katie Kelting, Adam Duhachek, Kimberly A. WhitlerAbstract:A top priority among retailers is enhancing the consumer’s Shopping Experience. With the number of private label products increasing at the same time retailers are shedding slower moving products, understanding how private labels impact the consumer’s Experience at the retail shelf becomes critical. While one might think that private labels, in particular those that look similar to their national brand counterparts (i.e., copycat private labels), may hinder the Shopping Experience by making it more difficult for consumers to choose a product, we find the exact opposite. Adopting a fluency perspective, we show that when copycat private labels are included in a shelf set, consumers with high knowledge of the category Experience greater choice ease, and as a result they subsequently evaluate their chosen product more favorably. Importantly, the choice ease and evaluations of novice consumers are found to be unaffected. Consequently, this research provides insights for retailers and manufacturers on how and why copycat private labels positively impact an important aspect of the consumer’s Shopping Experience (i.e., choice ease).
