Search results

1 – 10 of over 100000
To view the access options for this content please click here
Article
Publication date: 17 November 2014

Johan Anselmsson and Ulf Johansson

The overall purpose of this study is to enhance the understanding of customer perceived service quality within grocery retailing in a North European context. We do this by…

Abstract

Purpose

The overall purpose of this study is to enhance the understanding of customer perceived service quality within grocery retailing in a North European context. We do this by comparing customer perceived service quality evaluations of the traditional supermarket store with evaluations of the discount store.

Design/methodology/approach

This study is based on empirical data from four store cases (two traditional and two discount stores), including information gained from a total of 542 respondents. In the study, we have used and tested a model of grocery store service quality, presented in Vázquez et al. (2001), with structural equation modelling (LISREL) and traditional multivariate analysis (SPSS).

Findings

The ability of the Vázquez et al. (2001) model to capture customer perceived quality was below 40 per cent for both concepts which signals limited relevance and that important dimensions in the service evaluation could be missing for both of the two concepts, at least in a North European context. The results show that the traditional supermarket outperforms the discount stores on all service aspects but availability and reliability. When comparing the determinants of the service quality evaluation, the two concepts are very similar. Finally, the overall results regarding determinants of service quality show resemblance to retail studies in other countries and cultures.

Research limitations/implications

This study has been limited to investigate service quality in Sweden and from two out of at least five possible retail concepts. As the explanatory power of the model is limited, future studies should explore other possible determinants of service quality, e.g. the role of technological innovations.

Practical implications

Kotler and Keller (2012) proposes five generic differentiation strategies: product, service, people, channels and image. The results suggest that traditional grocery stores that choose to differentiate and position themselves by focusing on service rather than physical product differentiation should work with assortment issues as well. In order to decide which aspect of service to choose and promote, companies should emphasise differences that are considered important by customers, distinct from competitors and superior in terms of delivering the overall benefit – in this case – in terms of service quality. The results show that the policy dimension would satisfy all three criterions.

Social implications

The study enhances the understanding of customer perceived service quality within grocery retailing, specifically in comparison between the supermarket and the discount store concept.

Originality/value

This study is the first to focus on whether there is a divergence in service quality and service quality measuring between the traditional supermarket concept and the growing discount concept, and if so to what extent. Furthermore, it is a test of a model that has gained acceptance in Latin and South European countries, but in the context of Northern Europe.

Details

International Journal of Quality and Service Sciences, vol. 6 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

To view the access options for this content please click here
Article
Publication date: 25 May 2012

Ling Peng, Geng Cui and Chunyu Li

The purpose of this paper is to examine the influence of innovativeness, change seeking and cognitive effort on consumer responses to traditional versus virtual testing…

Abstract

Purpose

The purpose of this paper is to examine the influence of innovativeness, change seeking and cognitive effort on consumer responses to traditional versus virtual testing environment.

Design/methodology/approach

The empirical study collects concept evaluations of five heterogeneous consumer appliances, from 400 members of an online panel. Generalizability theory (hereafter G theory) is used to assess the psychometric quality of the evaluation data in different testing environments.

Findings

The results show that subjects with high innovativeness and change seeking report significantly more favorable concept evaluations and generate better quality data. However, the effect of innovativeness on testing outcomes and data quality would be reduced in virtual testing environment.

Practical implications

The results indicate that using firm or industry norms to interpret the testing outcome will be biased unless it accounts for whether the screening processes result in equally innovative or variety seeking samples of respondents.

Originality/value

Managerially, the current results indicate that a product manager wanting to concept test a pool of appliance concepts can benefit from screening for the respondents, who will provide higher quality concept testing data in a traditional testing environment. However, the effects of traits on data quality are mitigated in a virtual testing environment. The findings provide a surprising insight that subject selection is not a more critical issue in virtual testing.

Details

Journal of Product & Brand Management, vol. 21 no. 3
Type: Research Article
ISSN: 1061-0421

Keywords

To view the access options for this content please click here
Article
Publication date: 29 May 2019

Saeidi Ramyani Saleh, Ehsan Mousavi Khaneghah, Nosratollah Shadnosh and Amirhosein Reyhani ShowkatAbad

This paper aims to propose a mathematical model for describing and clarifying the relationships among the indicators governing the social values of special customers in…

Abstract

Purpose

This paper aims to propose a mathematical model for describing and clarifying the relationships among the indicators governing the social values of special customers in business-to-consumer (B2C) e-commerce systems. This mathematical model is also able to describe the degree of adaptability of e-commerce systems to the social values of specific clients, and commercial firms are able to use the parameters described in this paper to increase the versatility and has the power to trade with special customers in different areas.

Design/methodology/approach

In this paper, while analyzing the issue of trading from the point of view of the customer as an element of trading, the affecting factors the trading space have been extracted. These affecting factors are categorized in three major groups: culture, technology and customers. This classification is based on the e-commerce and developing the traditional commerce. Using the mapping functions, the effects of each element in these three spaces on the concept of social values have been analyzed. The result of this analysis is the mathematical model governing each parameter and its semantic relation with the concept of social value.

Findings

The presence of a mathematical model between the indicators influencing the model adaptability and social values space allows e-commerce system designers to be able to make decisions on the adaptability of the model with a quantitative approach. To examine the proposed mathematical models, important frameworks and patterns in the field of e-commerce have been analyzed with an Islamic approach, as one of the adaptations of B2C e-commerce model.

Research limitations/implications

Regarding the innovation of the work, the case has been made, and the concept of social value and the model governing the elements of social values in this paper, in a B2C e-commerce model, has been discussed in general; the problem is parametric solved.

Practical implications

One of the key concepts in commerce is the ability of the commerce model to adapt to the requirements of special customers. This is more important in costumer-based e-commerce models. In these types of systems, if the commerce cannot match the customer’s characteristics, it will not be accepted and used by customers. This is especially more important in the field of social values for customers.

Originality/value

In this paper, a mathematical model is presented to examine the adaptability of e-commerce systems to the social values of special customers. In examining this model, the relationship between each element affecting the social value of specific customers and the factors affecting trade has been studied.

Details

Journal of Islamic Marketing, vol. 10 no. 4
Type: Research Article
ISSN: 1759-0833

Keywords

Content available
Article
Publication date: 31 May 2021

Carys Jane Egan-Wyer, Steve Burt, Jens Hultman, Ulf Johansson, Alice Beckman and Clara Michélsen

The study aims to explore how concept stores (theoretically) differ from other experience-based retail formats, and hence, how they (practically) contribute to a…

Abstract

Purpose

The study aims to explore how concept stores (theoretically) differ from other experience-based retail formats, and hence, how they (practically) contribute to a diversified retail store portfolio.

Design/methodology/approach

Case study based on semi-structured, qualitative interviews with seven IKEA retail managers, three industry experts and 26 customers of IKEA concept stores in London and Stockholm.

Findings

The concept store represents a conceptual departure from other experiential store formats. It is neither fully experiential in the sense that it is not only about marketing communications nor is it sales or profit-focused. Its aim is to be an accessible touchpoint that reduces friction on a diversified customer journey with its value to the retail portfolio being that it attracts new and latent customers, mitigates existing inhibiting factors and drives them to other touchpoints.

Research limitations/implications

Ideas about the different characteristics of new store formats and their potential to shape the customer experience are extended. New formats reflect innovation in retailing and are part of a retail portfolio which generates different customer expectations and determinants from traditional store formats which provide the customers' existing reference point.

Practical implications

The contributions of new formats should be evaluated in light of other existing formats in the portfolio and not isolated. This is particularly true when considering format cannibalisation and the potentially extended customer journey that arises when customers use traditional format stores and new concept format stores simultaneously.

Originality/value

Previous research, using sales metrics and market-based results as performance determinants, suggests negative outcomes for format diversification. Our study suggests that the contributions of the concept store format should be viewed from an overall customer journey perspective and the “performance” of different format based touchpoints are not best captured through traditional sales evaluation methods.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 7
Type: Research Article
ISSN: 0959-0552

Keywords

To view the access options for this content please click here
Article
Publication date: 1 February 1996

Ikhlas A. Abdalla

Investigates the attitudes towards women held by 5,974 Kuwaiti and 7,382 Qatari professional men and women respectively, 53 men and 67 women Qatari college students, 26…

Abstract

Investigates the attitudes towards women held by 5,974 Kuwaiti and 7,382 Qatari professional men and women respectively, 53 men and 67 women Qatari college students, 26 Qatari college men student‐father pairs, and 36 Qatari women student‐mother pairs. Explains the predictive utility of sex, nationality, age, education, marital and parental status, and sex‐role self‐concepts (i.e. androgynous, masculine, feminine and undifferentiated self‐concepts) in attitudes towards women of the professional groups. The subjects completed the short version of the Attitude toward Women Scale (AWS), Bem’s Sex Role Inventory and a demographic questionnaire. Analysis indicated that the AWS scores of the various groups were very low, suggesting very traditional attitudes towards women in both Kuwait and Qatar. Compares the findings with those reported in Western and Asian cultures, and discusses the results and implications in the context of the Arabian Gulf environment.

Details

Women in Management Review, vol. 11 no. 1
Type: Research Article
ISSN: 0964-9425

Keywords

To view the access options for this content please click here
Article
Publication date: 24 June 2021

Jiaqi Zhang, Ming Cong, Dong Liu, Yu Du and Hongjiang Ma

The purpose of this paper is to use a simple method to enhance the ability of lower limb exoskeletons to restore balance under large interference conditions and to solve…

Abstract

Purpose

The purpose of this paper is to use a simple method to enhance the ability of lower limb exoskeletons to restore balance under large interference conditions and to solve the problem that biped robot stability criterion cannot be fully applied to the underactuated lower limb exoskeletons.

Design/methodology/approach

The method used in this paper is to construct an underactuated lower extremity exoskeleton ankle joint with a torsion spring. Based on the constructed exoskeleton, the linear inverted torsion spring pendulum model is proposed, and the traditional capture point (CP) concept is optimized.

Findings

The underactuated exoskeleton ankle joint with torsion springs, combined with the improved CP concept, can effectively reduce the forward stepping distance under the same interference condition, which is equivalent to enhancing the balance ability of the lower extremity exoskeleton.

Originality/value

The contribution of this paper is to enhance the balance ability of the exoskeleton of the lower limbs under large interference conditions. The torsion spring is used as the exoskeleton ankle joint, and the traditional CP concept is optimized according to the constructed exoskeleton.

Details

Assembly Automation, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-5154

Keywords

To view the access options for this content please click here
Article
Publication date: 21 August 2009

Lea Hannola, Samuli Kortelainen, Hannu Kärkkäinen and Markku Tuominen

The traditional front‐end‐of‐innovation (FEI) research and requirements engineering (RE) in software development have realized the opportunities for overall innovation…

Abstract

Purpose

The traditional front‐end‐of‐innovation (FEI) research and requirements engineering (RE) in software development have realized the opportunities for overall innovation process improvements by focusing on improving the front‐end activities. The purpose of this paper is to investigate and compare the managerial perceptions on the similarities and differences in the FEI concepts between software industry and the traditional industrial sector.

Design/methodology/approach

The research approach of this paper can be categorized as a case study. Causal cognitive maps are used as graphic tools for collecting and analyzing the perceptions of selected experts about the concepts of FEI, and for recognizing the perceived interrelationships between these concepts.

Findings

The paper presents the similarities and differences in the FEI concepts between the two industries. The most similarly assessed concept is that the quality of a product or software development project can be most often influenced by successful execution of detailed customer needs analysis.

Research limitations/implications

The selection of a purely academic interview group representing the traditional industrial sector has some limitations.

Practical implications

This paper provides viewpoints to managers and project team members on the most important factors in their front‐end activities influencing the success of product or software development projects.

Originality/value

The intersection between FEI and RE and its handling by causal cognitive mapping is a novel territory in academic research. In addition, this paper opens up a new strand for academic discussion by connecting these two domains previously unconnected in literature.

Details

Industrial Management & Data Systems, vol. 109 no. 7
Type: Research Article
ISSN: 0263-5577

Keywords

To view the access options for this content please click here
Article
Publication date: 23 October 2007

Kendall Goodrich

The purpose of this paper is to evaluate four of Alderson's key concepts to show how they explain mass customization and extend traditional consumer goods classifications…

Abstract

Purpose

The purpose of this paper is to evaluate four of Alderson's key concepts to show how they explain mass customization and extend traditional consumer goods classifications. The four concepts are: heterogeneous markets, transvections, the principle of postponement, and routinized transactions.

Design/methodology/approach

In this exploratory paper, Alderson's main concepts are compared and contrasted with today's marketing phenomena and are used for updating traditional consumer goods categorizations.

Findings

The main concepts of Aldersonian theory discussed in the paper – heterogeneous markets, transvections, postponement and routinized transactions – are a remarkably good fit with today's “mass customization” and logically lead to an enhanced of definition of consumer goods classifications.

Research limitations/implications

This is a conceptual paper meant to emphasize the apparent explanatory power of Alderson's concepts to today's marketing phenomena. Formal propositions have not been developed and tested.

Practical implications

Traditional classifications of goods no longer accurately explain marketing phenomena arising from the growth of the internet and mass customization. Alderson's concepts provide an effective framework for explaining current phenomena and extending outmoded models.

Originality/value

The four main Alderson concepts evaluated in this paper have not been emphasized as a group before, nor have they been utilized to help explain mass customization and extend traditional consumer goods classifications.

Details

European Business Review, vol. 19 no. 6
Type: Research Article
ISSN: 0955-534X

Keywords

To view the access options for this content please click here
Article
Publication date: 19 September 2008

Ling Peng and Adam Finn

The purpose of this paper is to better understand current concept testing practice and its role in the new product development process; identify the relationship, if any…

Abstract

Purpose

The purpose of this paper is to better understand current concept testing practice and its role in the new product development process; identify the relationship, if any, between concept testing design and perceptions of its effectiveness; determine what evidence product managers or research consultants have for the reliability and validity of current concept testing.

Design/methodology/approach

A survey of new product managers collected detailed information on their organization's most recent traditional or conjoint concept testing project. In the study of marketing research consultants, 100 firms were asked to provide the publicly available information about the reliability and validity track record of their concept testing services.

Findings

There are differences between practices for incrementally and radically new concepts. Practitioners prefer to keep their information proprietary, so little has been learned about how concept tests should be designed, despite the thousands of concepts tested every year.

Practical implications

The paper identifies current concept testing practice, including which methods/models are used, what is known about their reliability and validity, and the perceived problems and desired improvements.

Originality/value

The paper identifies how concept testing is currently carried out and those issues most in need of future research.

Details

Marketing Intelligence & Planning, vol. 26 no. 6
Type: Research Article
ISSN: 0263-4503

Keywords

To view the access options for this content please click here
Article
Publication date: 1 September 2016

Ning Zhang

Buildings are the condensation of the national, ethnic, or cultural identity. They are also the specific materialized form of the national social systems, folk customs…

Abstract

Buildings are the condensation of the national, ethnic, or cultural identity. They are also the specific materialized form of the national social systems, folk customs, and ideologies. Architectural design and philosophy constitute an isomorphic relationship with each other. This study focuses on the Chinese traditional philosophy. Using Kuanzhai Alley in Chengdu as an example, philosophical expressions, such as “holistic thinking,” “group form layout,” “heaven and man,” “yin–yang and the five elements,” “ancient architecture design,” “good” aesthetic concepts, and “conformal”rationalism, are discussed from the aspects of the selection of the environment, spatial layout, architectural symbol, planning, and design significance. The traditional architectural forms and types are analyzed and interpreted based on the Chinese traditional philosophy. The role of the ancient Chinese philosophy in the Designs of Chinese Buildings is summarized. Traditional ideas on Chinese architecture should be recognized from the aspect of philosophy to propose a new design direction for developing modern Chinese architectural designs.

Details

Open House International, vol. 41 no. 3
Type: Research Article
ISSN: 0168-2601

Keywords

1 – 10 of over 100000