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Articles 1 - 12 of 12
Full-Text Articles in Sales and Merchandising
The Impact Of Subscription Programs On Customer Purchases, Raghu Iyengar, Young-Hoon Park, Qi Yu
The Impact Of Subscription Programs On Customer Purchases, Raghu Iyengar, Young-Hoon Park, Qi Yu
Research Collection Lee Kong Chian School Of Business
Subscription programs have become increasingly popular among a wide variety of retailers and marketplace platforms. Subscription programs give members access to a set of exclusive benefits for a fixed fee upfront. In this paper, we examine the causal effect of a subscription program on customer behavior. To account for self-selection and identify the individual-level treatment effects, we combine a difference-in-differences approach with a generalized random forests procedure that matches each member of the subscription program with comparable non-members. We find subscription leads to a large increase in customer purchases. The effect of subscription is economically significant, persistent over time, and …
Can I Choose My Offer: How Choice On Sales Offer Impacts Consumer Purchase Decision?, Atmadeep Mukherjee
Can I Choose My Offer: How Choice On Sales Offer Impacts Consumer Purchase Decision?, Atmadeep Mukherjee
Graduate Theses and Dissertations
While making a purchase decision consumers tend to evaluate various assortments. Most of the research in choice literature has focused on the impact of focal product assortment size and consumer preferences. With the advent of a novel sales promotion strategy, where consumers are provided with a choice to select an offer, this dissertation investigates the effect of choice on sales offer, specifically free offers on purchase evaluations. Building on choice literature and sales promotion this dissertation argues that choice on sales offers, particularly free offers, will have a positive effect on purchase evaluations and the effect gets accentuated under certain …
Customer Deviance: A Framework, Prevention Strategies, And Opportunities For Future Research, Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, Ibrahim Abosag
Customer Deviance: A Framework, Prevention Strategies, And Opportunities For Future Research, Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, Ibrahim Abosag
Research Collection Lee Kong Chian School Of Business
The phrase the "customer is always right" assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into the drivers of deviance, the actual behaviors, and strategies for how managers can better manage a customer base that cannot be classified as universally benign. This article addresses customer deviance ranging from classic examples like shoplifting to engaging in hostile anti-brand behaviors on social media or even breaking established norms such as trespassing in stores after closing hours. In an effort to spur new research into …
The ‘Store Of The Future’ In Popular Culture: Trends In Press Coverage Of Experiential Retailing, David Loranger, Marla Greene
The ‘Store Of The Future’ In Popular Culture: Trends In Press Coverage Of Experiential Retailing, David Loranger, Marla Greene
WCBT Faculty Publications
Since the introduction of the iPhone in 2007, the global retail market has witnessed massive demographic and technological changes that have re-defined consumer experience. Such changes include the rise of the millennial consumer cohort, and the introduction of retailers implementing enhanced artificial intelligence (AI) data methodology to analyse business, augmented reality (AR) and virtual reality (VR) to enhance experience and co-customization interfaces. Two seminal pieces of literature regarding consumer experience are Ballantine and Parson’s analysis of consumer experience factors and Pine and Gilmore’s (1999) Experience Economy. However, these studies were conducted nearly a decade ago, leaving a void in the …
Linking Service Convenience To Satisfaction: Dimensions And Key Moderators, Sabine Benoit, Sonja Klose, Andreas Ettinger
Linking Service Convenience To Satisfaction: Dimensions And Key Moderators, Sabine Benoit, Sonja Klose, Andreas Ettinger
Research Collection Lee Kong Chian School Of Business
Purpose: Demand for service convenience, defined as a consumer's perception of minimized time and effort spent to obtain a service, has increased in conjunction with certain sociocultural and demographic changes. Previous research notes the significance of service convenience, but the importance of different dimensions of service convenience and the role of key moderators affecting the link between convenience and satisfaction (like customer psychographic and sociodemographic characteristics) remain unaddressed. Thus, the purpose of this research is to identify those customer groups for which offering convenience will have the highest leverage to increase satisfaction. Design/methodology/approach: Two models are developed and tested: a …
Success With Social Responsibility Local Retailers' Perspectives, Danielle Marie Razalan
Success With Social Responsibility Local Retailers' Perspectives, Danielle Marie Razalan
Theses and Dissertations
This research examines a specific sect of small business—the local retailer—in order to gauge owners’ understanding and implementation of corporate social responsibility (CSR). Guided by the Enlightened Self-Interest Model (ESIM), the purpose of this study is to gain further insight into how local retailers in Columbia determine what is socially responsible, and what CSR practices they are utilizing. Additionally, this research aims to understand why local retailers are motivated to act in a socially responsible way and the benefits they perceive from CSR. Results reveal that owners of local retailers are motivated to act in a socially responsible way by …
Cross-Border Shopping: A Research Proposal For A Comparison Of Service Encounters Of Canadian Cross-Border Shoppers Versus Canadian Domestic In-Shoppers, Brian A. Zinser, Gary Brunswick
Cross-Border Shopping: A Research Proposal For A Comparison Of Service Encounters Of Canadian Cross-Border Shoppers Versus Canadian Domestic In-Shoppers, Brian A. Zinser, Gary Brunswick
Journal Articles
The phenomenon known as out-shopping behavior (also known as intermarket patronage) is further explored and analyzed within the context of international cross-border consumer behavior. The authors provide an extensive literature review and a set of research hypotheses, as well as a suggested research methodology, and argue that this research will allow for significant contributions to the literature on out-shopping, international cross-border shopping, and services marketing.
Outlet Patronage In On-The-Go Consumption: An Analysis Of Patronage Preference Drivers For Convenience Outlets Versus Traditional Retail Outlets, Raphael Heider, Sabine Benoit
Outlet Patronage In On-The-Go Consumption: An Analysis Of Patronage Preference Drivers For Convenience Outlets Versus Traditional Retail Outlets, Raphael Heider, Sabine Benoit
Research Collection Lee Kong Chian School Of Business
This study investigates patronage preferences of consumers who purchase and consume food and beverages while they are on-the-go (on-the-go consumption). The focus is on the drivers of patronage preferences for convenience outlets versus traditional retail outlets. A literature based model of patronage preferences is developed in this paper. It is tested based on data collected from a Dutch online sample (n=669) through binary logistic regression. The results reveal that significant relationships exist between patronage preferences in on-the-go consumption and the assortment offered as well as the opportunity to consume products without effort. Moreover, significant relationships between patronage preferences and consumers' …
India’S Emerging Retail Systems: Coexistence Of Tradition And Modernity, Nikhilesh Dholakia, Ruby Roy Dholakia, Atish Chattopadhyay
India’S Emerging Retail Systems: Coexistence Of Tradition And Modernity, Nikhilesh Dholakia, Ruby Roy Dholakia, Atish Chattopadhyay
College of Business Faculty Publications
India’s retailing sector is expected to remain in a transition spiral for the foreseeable future. Because of India’s unique context—in terms of history, regulation, institutions, demographics, geography, and traditions—available theories of retail evolution have limited applicability to the retail situation in India. Drawing from the literature, as well as from empirical research and practical experiences of over a decade, this article presents a conceptual frame for understanding the retail sector of India and the likely future trajectory of this sector.
Retaining Customers With Shopping Convenience, Sabine Moeller, Martin Fassnacht, Andreas Ettinger
Retaining Customers With Shopping Convenience, Sabine Moeller, Martin Fassnacht, Andreas Ettinger
Research Collection Lee Kong Chian School Of Business
Our empirical research investigates the impact of dimensions of shopping convenience (decision, access, search, transaction, and after-sales convenience) on customer retention, including customer behavioral loyalty (shares of wallet and visits) and attitudinal loyalty (exit intention). Our findings show that for utilitarian shopping, behavioral and attitudinal loyalty are partly affected by different dimensions. Decision and access convenience, dimensions that come into play prior to the purchase, are most important for share of visits and share of wallet. Apart from decision convenience, exit intention is very much affected by transaction convenience, which is an in-store dimension. Furthermore, comparing our results with results …
High-Versus Low-Context National Cultures: Preferences For Type Of Retailer And For Human Interaction, Gregory E. Osland, Bela Florenthal
High-Versus Low-Context National Cultures: Preferences For Type Of Retailer And For Human Interaction, Gregory E. Osland, Bela Florenthal
Scholarship and Professional Work - Business
A purpose of this research is to investigate differences between low-and high-context national cultures in retail settings. In particular, we examined cultural differences in preference for human interaction while shopping, "emotional warmth" characteristics, perception of quality service, and retail channel preferences. As businesses more frequently employ multi-channel strategies in global settings, this topic of national culture gains importance and can shed light on key factors that shape consumers' retail preferences. Our findings indicate that national cultures differ in terms of retail channel preferences, preference for human interaction, and relationships between the two. Managerial implications and future research are addressed, as …
Defensive Relationship Marketing: Avoiding Decreasing Sales From Customers In Consumer Goods Mass Markets, Sabine Moeller, Martin Fassnacht, Sonja Klose
Defensive Relationship Marketing: Avoiding Decreasing Sales From Customers In Consumer Goods Mass Markets, Sabine Moeller, Martin Fassnacht, Sonja Klose
Research Collection Lee Kong Chian School Of Business
Enhancing customers' positive attitude towards a company does not exploit the whole potential of what can be done to increase sales. A more defensive approach focuses on the avoidance of customers' negative attitudes and behavior of withdrawal. Since research on this approach is scarce we aim to contribute by developing a model of how retailers can avoid decreasing sales in consumer goods mass markets. According to our aim we focus on customers who have already begun to decrease their sales. Our results show that core performance and trust in the future performance are the silver bullets to avoid decreasing sales.