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Purpose – The purpose of this paper is to examine the range of realignment strategies employed by retailers in the USA in response to the 2008 economic recession. Design/methodology/approach – Following the grounded theory approach, National Retail Federation News Briefs published between...
Purpose – The purpose of this paper is to understand the underlying mechanism of how consumer-to-store employee and consumer-to-self-service technology (SST) interaction qualities contribute to consumer retail patronage. Design/methodology/approach – A total of 300 surveys for each type of...
Purpose – Due to the rising number of product, service, and shopping possibilities available to consumers, food shopping has become increasingly more complex. As a result, consumers can become confused, and this state of confusion may influence their purchase behaviour (e.g. may cause them to...
Purpose – The purpose of this paper is to explore independent small business owners’ perceptions of franchisees relationships with their franchisors, their fellow franchisees within the chain, their employees and their customers. Design/methodology/approach – The authors use a qualitative...
Purpose – The purpose of this paper is to ascertain the effect of age, gender and education level on customer evaluations of store atmospheric attributes (colour, lighting type, musical genre/tempo/volume, circulation area, lighting, climatic conditions, ambient scent and cleanliness) in the...
Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online...
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