scholarly journals Consumer perceptions on satisfaction and word of mouth in smallholder horticultural stores in an emerging economy

2022 ◽  
Vol 12 (1) ◽  
pp. 21-34 ◽  
Author(s):  
Lerato Seopela ◽  
Valencia Melissa Zulu
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Product Quality ◽  
Word Of Mouth ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality ◽  
Corporate Social

Based on the expectancy disconfirmation theory, the study presents a conceptual model exploring consumer perception (perceived service quality, product quality, price, and corporate social responsibility) effect on satisfaction and word of mouth in smallholder horticulture stores. A quantitative analysis using Partial Least Squares-based Structural Equation Modeling (PLS-SEM) was carried. This method was used to identify elements influencing satisfaction and to explore the hypothesised relationships between consumer perceptions, satisfaction, and the spreading of positive word of mouth. The findings identify the perceived service quality and product quality as factors that enhance satisfaction. However, the perceived quality of the product is the only factor that aids word of mouth. Correspondingly, perceived product quality shows a favorable relationship with perceived price. On the other hand, perceived price and corporate social responsibility do not strengthen customer satisfaction, with corporate social responsibility not aiding word of mouth. Furthermore, the study tested the strength of cus-tomer satisfaction as a mediating variable between consumer perception and word of mouth, and none of the results proved significant. Similarly, perceived price does not mediate the path between perceived product quality and customer satisfaction. The study is of benefit to scholars, smallholders, and agricultural policymakers, particularly in emerging economies.

scholarly journals Sustainability Claims and Perceived Product Quality: The Moderating Role of Brand CSR

2020 ◽  
Vol 12 (9) ◽  
pp. 3711
Author(s):  
Jenny van Doorn ◽  
Peter C. Verhoef ◽  
Hans Risselada
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Product Quality ◽  
Negative Effects ◽  
Negative Effect ◽  
Perceived Product Quality ◽  
Corporate Social ◽  
Moderating Role

In this research, we focus on the presumed negative effect of a sustainability claim on product quality. We propose that a brands’ corporate social responsibility (CSR) can reduce this negative effect. We conduct an experiment to test our hypotheses for a newly introduced detergent brand with an ecolabel vs. without one for high and low brand CSR levels. The experiment was conducted among 304 participants. Our results show that the ecolabel of the detergent can indeed trigger quality concerns. These quality concerns are reduced for brands high in CSR. This suggests that a brand’s sustained commitment to sustainability is important in overcoming negative effects of sustainability claims on product quality.

Consumer Perception of Corporate Social Responsibility (CSR) Through Retail Brand Labels Disclosure

2022 ◽  
Vol 13 (4) ◽  
pp. 1-14
Author(s):  
Beatriz Casais ◽  
Andreia Teixeira ◽  
Cristina Fernandes
Keyword(s):  
Corporate Social Responsibility ◽  
Content Analysis ◽  
Social Responsibility ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
National Origin ◽  
Environmental Signals ◽  
Retail Chains ◽  
Consumer Perceptions Of Csr ◽  
Corporate Social

Retail brands were initially introduced as low quality brands with low prices. Currently, customers understand that these brands are valuable price/quality options and have a preference for them. The increased competition among distribution companies have forced retailers to increasingly introduce sustainable practices, including in own brands. This paper analyses the corporate social responsibility (CSR) communication through the packaging of retailers’ products. Following a content analysis of 377 packages of private labels from seven retail chains in Portugal, the authors concluded that there is CSR information in packages disclosing a variety of themes. A survey to 539 consumer indicate that consumer perceptions of CSR in packages correspond to the issues most valued. Health topics and national origin are better perceived and valued, even when they are not the most prevalent themes in packages. Environmental signals are lower perceived and valued, even when a similar or higher prevalence in packages.

scholarly journals THE STUDY OF THE ANTECEDENTS OF RETAIL SHOPPERS’ REPATRONAGE INTENTIONS: AN EMPIRICAL STUDY

2018 ◽  
Vol 20 (3) ◽  
pp. 387
Author(s):  
Andreas Widjaja, Budi Hartono Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Product Quality ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality

One of important factors that determine the success of retail stores is how to make customers go to shop there, in which they have to shop there continuously. So, retailers should   have to satisfy customers in order to keep customers. In this research, the researcher would like to test and describe customer satisfaction and repatronage  intentions, through eight  variables in Carrefour and Hypermart, and developed into seven hypotheses. This research uses 160 samples to ask their perceptions about Carrefour and Hypermart. Then, from that research, there are two hypotheses that are  rejected and five hypotheses  that  are  accepted.  Perceived product  quality  and perceived price are considered as insignificant antecedents of customer satisfaction. However, perceived service quality, store assortment, trust and commitment are considered as significant antecedents   of   customers’ satisfaction, and customer satisfaction is significant antecedent of repatronage intentions.

Can corporate social responsibility deter consumer dysfunctional behavior?

2020 ◽  
Vol 37 (7) ◽  
pp. 729-738
Author(s):  
Alexis M. Allen ◽  
Todd Green ◽  
Michael K. Brady ◽  
John Peloza
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Environmental Protection ◽  
Consumer Perceptions ◽  
Google Trends ◽  
Sense Making ◽  
Negative Events ◽  
Content Type ◽  
Dysfunctional Behavior ◽  
Corporate Social

Purpose The purpose of this paper is to examine how and when a reputation for corporate social responsibility (CSR) can deter dysfunctional consumer behaviors (DCBs) such as shoplifting or negative word-of-mouth (WOM) in response to firm failures. The authors predict that congruency of the CSR activities and the basis for the firm failure (e.g. environmental protection, environmental harm) provides protection for firms while incongruency (e.g. environmental protection, social harm) does not. The authors base this prediction on the process of retroactive attribution and sense-making. Design/methodology/approach Across two studies the research finds support that a reputation for CSR can deter consumer dysfunctional behavior. Study 1 uses an experimental design with a Mturk sample, and a behavioral outcome using an overpayment situation, to examine when consumers will act honestly and recognize overpayment. Study 2 uses secondary data, across three novel data sources (Google trends data, an existing data set of consumer perceptions of CSR and Factiva to uncover press coverage of negative firm events). Study 2 examines how CSR reputation impacts consumers’ participation in negative WOM in response to firm failures. Findings Study 1 finds support for CSR congruency as a protection mechanism against dysfunctional behavior in response to negative events. The authors find that dysfunctional behaviors in conditions of congruency, while incongruent and a control condition do not provide such protections. Study 2 supports these findings using Google trends data in the form of online negative WOM. The authors find that when firms are known for their social performance, negative events in the social domain result in significantly lower levels of negative WOM. Originality/value The current paper makes the novel prediction that consumers will use a current negative event (corporate social irresponsibility) to re-evaluate previous CSR. Thus, in contrast with prior research, the authors argue that a negative event is not affected by previous CSR but that previous CSR is affected by a negative event. Furthermore, the authors posit that the congruency between the transgression and previous CSR moderates consumer perceptions, such that incongruent CSR and transgression contexts lead to increased DCBs through consumers’ retroactive sense-making process.

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