A Dilemma for Retailers

2014 ◽  
pp. 297-317 ◽  
Author(s):  
Angelo Bonfanti
Keyword(s):  
Direct Contact ◽  
Environmental Psychology ◽  
Technological Systems ◽  
Retail Management ◽  
Shopping Experience ◽  
Store Design ◽  
Psychology Service ◽  
Security Levels ◽  
Theoretical Evidence ◽  
High Level

Retailers use a number of ambient, design, and social elements with the aim of creating a unique, pleasant, and engaging Customer Shopping Experience (CSE). However, a store may be made paradoxically less attractive by the feelings of insecurity generated by the fact that the same elements can also encourage shoplifting. As a result, retailers have to balance their efforts to enhance a store's attractiveness by ensuring a high level of sales environment surveillance without interfering with the shopping experience. The aim of this chapter is to propose a conceptual framework that enriches the analysis of the development of retailer/consumer relationships by highlighting how retailers can make store surveillance simultaneously secure and appealing to shoppers. The analysis draws heavily on theoretical evidence in the marketing, environmental psychology, service, and retail management literature, and indicates that retailers' investments in store design, staff training, and technological systems can ensure adequate security levels without compromising customers' shopping experiences as long as the surveillance allows them to have direct contact with the store, its articles, and staff.

The In-Store Shopping Experience

2020 ◽  
pp. 110-141
Author(s):  
Angelo Bonfanti ◽  
Rossella Canestrino ◽  
Paola Castellani ◽  
Vania Vigolo
Keyword(s):  
Analytical Approach ◽  
Future Research ◽  
Journal Articles ◽  
Retail Management ◽  
Main Research ◽  
Research Areas ◽  
Shopping Experience ◽  
Conceptual Paper ◽  
Theoretical Evidence ◽  
Advance Knowledge

This chapter provides a systematic literature review on the in-store shopping experience, as presented in retail management studies, to reveal potential gaps in the existing literature and suggest directions for future research. This is a conceptual paper with an analytical approach that draws heavily on theoretical evidence published in the retail management literature. A total of 90 journal articles published between 1992 and 2019 were analysed in a five-step process: obtaining a basic understanding, coding, categorisation, comparison, and further analysis. More precisely, the chapter depicts the period of publication of the articles, the journals in which they were published, the origin of the authors, the research methods, definitions, and the measurement of the in-store shopping experience. Finally, main research gaps and directions for future research are proposed. Scholars can use this paper as a reference point to identify specific research areas that can be theoretically and empirically investigated to further advance knowledge on this topic.

scholarly journals Does CSR Help to Retain Customers in a Service Company?

2020 ◽  
Vol 13 (1) ◽  
pp. 300
Author(s):  
Juan Carlos Fandos-Roig ◽  
Javier Sánchez-García ◽  
Sandra Tena-Monferrer ◽  
Luis José Callarisa-Fiol
Keyword(s):  
Financial Services ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Special Importance ◽  
Csr Strategies ◽  
Shopping Experience ◽  
Managerial Implications ◽  
Customer's Loyalty ◽  
High Level ◽  
Customer Trust

The main aim of this paper is to analyze the influence of service companies’ corporate social responsibility (CSR) actions on final customer’s loyalty. A theoretical model of loyalty formation based on CSR was proposed and a sample of 1125 final customers of financial services in Spain was studied. Structural equation models were used to verify the hypothesized relationships. Based on the CSR theory oriented to stakeholders, this work justifies the direct and positive relationship between the perception of CSR actions in the shopping experience and customer trust. We also verified a positive indirect influence on loyalty. The services industry was chosen to conduct this research due to its own particularities (intangibility, inseparability, heterogeneity and perishability). As it is impossible to evaluate a service before its consumption, a high level of trust in the supplier will be necessary to motivate the purchase decision. We conclude that CSR becomes a key strategic asset for determining trust and loyalty among consumers. As major findings, we have verified the special importance of CSR in the services market. CSR improves customer trust in the service provider. Thus, this paper has significant managerial implications. Through CSR strategies, both the perception of the customer’s purchasing experience and trust can be enhanced, resulting in more loyal customers. As a limitation, this research was carried out among financial services. Further research should test the model across different industries and countries in order to determine the generalizability and consistency of the findings of this study.

scholarly journals Atmospherics and the establishment of long-term customer relationships in a retail environment

2000 ◽  
Vol 3 (2) ◽  
pp. 334-343
Author(s):  
I. Olivier ◽  
M. Fletcher
Keyword(s):  
Environmental Psychology ◽  
Emotional Responses ◽  
Theoretical Models ◽  
Emotional Reactions ◽  
Customer Relationships ◽  
Shopping Experience ◽  
Research Findings ◽  
Physical Environmental Factors

With the current focus on establishing long-tenn customer relationships, the enhancement of the entire shopping experience and the role of atmosphere and the emotional reactions it elicits, are becoming increasingly important. Determining the factors that contribute to the creation of pleasant or unpleasant shopping experiences can influence future strategic planning. The focus of this study falls on the way that the physical environmental factors of a store, more specifically the environmental odour, affect consumers' emotional responses. This is discussed on the basis of environmental psychology, using certain research findings as well as theoretical models to shed more light on this topic.

Influence of humic acid on the long-term performance of direct contact membrane distillation

2018 ◽  
Vol 30 (1) ◽  
pp. 109-120 ◽  
Author(s):  
Dong-Wan Cho ◽  
Gihoon Kwon ◽  
Jeongmin Han ◽  
Hocheol Song
Keyword(s):  
Humic Acid ◽  
Membrane Fouling ◽  
Coalbed Methane ◽  
Direct Contact ◽  
Membrane Surface ◽  
Membrane Distillation ◽  
Permeate Flux ◽  
Direct Contact Membrane Distillation ◽  
High Level

In this study, the influence of humic acid on the treatment of coalbed methane water by direct contact membrane distillation was examined with bench-scale test unit. During short-term distillation (1000 min), high level of humic acid above 50 ppm resulted in significant decrease in permeate flux, while low level of humic acid (∼2 ppm) had little influence on the flux. For the long-term distillation (5000 min), the flux decline began at 3400 min in the presence of 5 ppm humic acid and 5 mM Ca2+, and decreased to ∼40% of initial flux at 5000 min. The spectroscopic analysis of the membrane used revealed that the surface was covered by hydrophilic layers mainly composed of calcite. The membrane fouling effect of humic acid became more significant in the presence of Ca2+ due to more facile calcite formation on the membrane surface. It was demonstrated that humic acid enhanced CaCO3 deposition on the membrane surfaces, thereby expediting the scaling phenomenon.

e-Shopping Experience in e-Tail Market

2014 ◽  
Vol 5 (2) ◽  
pp. 13-24
Author(s):  
Kamaladevi B. ◽  
Vanitha Mani M.R.
Keyword(s):  
Customer Service ◽  
Information Quality ◽  
Customer Experience ◽  
Design Quality ◽  
Customer Experience Management ◽  
Factors Influencing ◽  
Shopping Experience ◽  
Store Design ◽  
The Individual ◽  
Internet Shop

Survival of fittest and fastest is the mantra of today's business game. In the modern e-Business era, the retailer must focus on the customer's e-Tailing experience to survive in the e-World. To focus an e-Customer's experience towards e-Tailing, the retailers should understand what “e-Tailing” actually means. e-Retailing is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser. e-Tailing can be referred as e-web store, e-Shop, e-Store, Internet shop, web-shop, web-store, online store, and virtual store. On the other hand, e-Customer Experience Management is a strategy that focuses the operations and processes of an e-Business around the needs of the individual e-Customer. It represents a strategy that results in a win–win value exchange between the e-Tailer and their e-Customers. The goal of e-Customer experience management is to move customers from satisfied to loyal and then from loyal to advocate. This paper focuses on the role of macro factors influencing e-Customers to make e-Shopping and how they can shape e-Customer experiences and behaviors. As a result, e-Store information quality, e-Shopping cost, e-Store design quality, e-Privacy/security, e-Customer service and e-Delivery service quality are found as the macro factors influencing e-Customers towards e-Tailing.

scholarly journals Problems of modeling of complex technological systems of greenhouse production

2018 ◽  
Vol 226 ◽  
pp. 02020 ◽  
Author(s):  
Evgeniya P. Klyuchka ◽  
Viktor V. Radin ◽  
Leonid M. Groshev ◽  
Sergey I. Kambulov
Keyword(s):  
Energy Efficiency ◽  
Comparative Analysis ◽  
Optimal Solution ◽  
Technological Systems ◽  
Greenhouse Production ◽  
Technological Paradigm ◽  
Scale Models ◽  
Methodological Approaches ◽  
The Individual ◽  
High Level

The main problems connected with modelling of complex technological systems of greenhouse production are considered. The methodological approaches used at present on the basis of classical comparative analysis with subsequent heuristic conclusions are analysed. Based on the study of this issue, it was concluded that the development and implementation of innovative technologies that affect the individual subsystems of the greenhouse complex do not provide the optimal solution to improve the energy efficiency of the system as a whole. There is a need to create a new synergistic technological paradigm for abandoning costly full-scale models and developing models with a high level of adequacy of real technological processes.

scholarly journals Psychological Impact of the COVID-19 Pandemic on Nurses Employed by the Palestinian Ministry of Health in Gaza

2021 ◽  
Vol 9 (1) ◽  
Author(s):  
Abdalkarim Said Radwan
Keyword(s):  
Family Member ◽  
Direct Contact ◽  
Gaza Strip ◽  
Demographic Data ◽  
Psychological Impact ◽  
Online Questionnaire ◽  
Ministry Of Health ◽  
Infected People ◽  
Fear And Anxiety ◽  
High Level

Introduction: Coronaviruses hit the world at the end of 2019, but the first two cases inGaza Strip were diagnosed on 21 March in the quarantine centers. Nurses working with infected or suspected cases are at high risk to get the disease which may generate anxiety among them. Therefore, this study aimed to assess the psychological impact of COVID-19 pandemic on Palestinian nurses employed by the Palestinian Ministry of Health in Gaza Strip, Palestine. Materials and methods: A toal of 424 nurses completed an online questionnaire packet that included demographic data and the 7-item Generalized Anxiety Disorder Scale (GAD-7). Results: Results from this study revealed that while only 22.4% of the participants worked at quarantine centers designated to take care of infected/suspected cases of COVID-19, but a huge number of them (77.6%) got in direct contact with infected people. Variant levels of anxiety were reported by participants with 35.4% of them having mild, 23.6 % moderate and 13.4 % severe levels of anxiety while 27.6% did not manifest anxiety. Factors contributed to the level of anxiety include having a family member diagnosed with COVID-19, a family member died with COVID-19 and getting in direct contact with people infected/ suspected to have COVID-19. Conclusions and implications for practice: The high level of exposure to contamination of Corona virus represent risk factor of nurse's fear and anxiety through their contact with patients, friends, relatives and family members. Psycho-social support programs as setting channels of one-to-one online or phone counseling for nurses may be effective to alleviate negative psychological effects and to enhance the mental health of nurses.

scholarly journals Pemetaan Store Design dan Visual Merchandising Distro di Kota Bandung

2014 ◽  
Vol 1 (2) ◽  
pp. 264-279
Author(s):  
Jurry Hatammimi ◽  
Brhiyawan RH Cendekia
Keyword(s):  
Traffic Flow ◽  
Industry Growth ◽  
Perceptual Maps ◽  
Shopping Experience ◽  
Store Design ◽  
The Difference ◽  
Visual Merchandising ◽  
Impulse Purchase ◽  
Consumer Assessment ◽  
The City

One of the evidence of creative industry growth in fashion sector in the city of Bandung is the establishment of many distro or distribution outlet. There are 4 distro that has the highest sales level, i.e Ouval Research, Unkl347, Dloops, and Black Id. The four distro were trying to show differentiation in terms of store design and visual merchandising to make up the store uniqueness and influencing buying behavior. Beside there is no research about the mapping of distro in the city of Bandung yet, especially about their store design and visual merchandising, this study will also show the difference of the four distro even though they have some similarities. This study aims to determine the perceptual map of store design and visual merchandising which applied by each distro. By using Multi Dimensional Scaling, there are consumer assessment in making perceptual maps include shopping convenience, easy to find goods, shopping experience, signage, entrance, cash wraps, promotional aisle, windows, fitting room, traffic flow, alignment rack with the theme, the attractiveness of presentation techniques, and impulse purchase. The research shows Ouval Research superior in largely indicators namely shopping convenience, easy to find goods, shopping experience, signage, entrance, promotional aisle, windows, fitting room, the attractiveness of presentation techniques, and impulse purchase. Unkl347 win in two indicators namely cash wraps and alignment rack with the theme. Dloops only win in the traffic flow indicator. Black Id ranks fourth at all indicators. Keywords: Perceptual Map, Store Design, Visual Merchandising, Distribution Outlet

Convergence of Physical and Virtual Retail Spaces

2017 ◽  
pp. 191-219 ◽  
Author(s):  
Bethan Alexander ◽  
Daniela Olivares Alvarado
Keyword(s):  
Technology Implementation ◽  
Consumer Attitudes ◽  
Extensive Literature ◽  
Shopping Experience ◽  
Store Design ◽  
Key Dimensions ◽  
Experiential Retailing ◽  
Effective Integration

This chapter examines the effective integration of online within the offline physical store in one holistic shopping experience in the fashion sector. It explores the merging of three key dimensions in creating an integrated experience – physical store atmospheric variables, technology implementation and consumer attitudes and motivations. An extensive literature review was conducted from which a conceptual framework ensued. A multi-method qualitative research utilising case study strategy was adopted (Bryman & Bell, 2007). The data was collected by observation of technology enabled fashion stores, experiential consumer interviews (Silberer, 2009) to examine motivations, behaviour and interaction with in-store technologies and interviews with experts providing insights on the role of the store, experiential retailing and the implementation of technologies in store design.

Contemporary IT-Assisted Retail Management

2011 ◽  
pp. 175-203 ◽  
Author(s):  
Herbert Kotzab ◽  
Peter Schnedlitz ◽  
Kerstin Neumayer
Keyword(s):  
Delivery Systems ◽  
Just In Time ◽  
Retail Management ◽  
Cross Docking ◽  
Shopping Experience ◽  
Retail Marketing ◽  
Retail Channels ◽  
Retail Formats

The chapter describes the consequences of the use of IT in the field of retailing. We will discuss the area at matter beyond the perspective of retail marketing and logistics strategies. In particular we show, how IT is used to reengineer retail formats in order to allow customized shopping experience and how new retail channels such as Internet-based retail formats could be used to address new customer groups. IT in retail logistics help to implement just-in-time-oriented demand synchronized delivery systems. In such systems cross docking operations are performed to eliminate inventory in the channel. The basic notions of the presented ideas are applied to a case company, which is a leading retailer and belongs to the German Rewe Group.

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