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An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing

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  • Esbjerg, Lars
  • Jensen, Birger Boutrup
  • Bech-Larsen, Tino
  • de Barcellos, Marcia Dutra
  • Boztug, Yasemin
  • Grunert, Klaus G.

Abstract

Grocery retailers aim to satisfy customers, and because grocery shopping trips are frequently recurring, they must do so continuously. Surprisingly, little research has addressed satisfaction with individual grocery shopping trips. This article therefore develops a conceptual framework for analyzing customer satisfaction with individual grocery shopping trip experiences within an overall ‘disconfirmation of expectations model’ of customer satisfaction. The contribution of the framework is twofold. First, by focusing on satisfaction with individual grocery shopping trips, previous research on satisfaction is extended to a context marked by frequently recurring, often tedious and routine activities. Understanding what causes satisfaction/dissatisfaction with individual shopping trips is required to explain overall, cumulative satisfaction with a retailer, which has been the focus of prior research on satisfaction in the retailing literature. Second, the framework synthesizes and integrates multiple central concepts from different research streams into a common framework for analyzing shopping trip satisfaction. Propositions are derived regarding the relationships among the different concepts in the framework and suggestions for future research are offered.

Suggested Citation

  • Esbjerg, Lars & Jensen, Birger Boutrup & Bech-Larsen, Tino & de Barcellos, Marcia Dutra & Boztug, Yasemin & Grunert, Klaus G., 2012. "An integrative conceptual framework for analyzing customer satisfaction with shopping trip experiences in grocery retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 445-456.
    • Handle: RePEc:eee:joreco:v:19:y:2012:i:4:p:445-456
    DOI: 10.1016/j.jretconser.2012.04.006
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    8. Jürgens Ulrich, 2014. "German Grocery Discounters: Dynamics and Regional Impact. the Case of Schleswig-Holstein (Germany)," Quaestiones Geographicae, Sciendo, vol. 33(4), pages 17-26.
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    17. Klaus G. Grunert & Yanfeng Zhou & Marija Banovic & Natascha Loebnitz, 2021. "Supermarket competence in emergent markets: Conceptualization, measurement, effects, and policy implications," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(4), pages 1633-1659, December.
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    19. Ezhil Kumar, Madhumitha & Sharma, Dheeraj P. & Tapar, Archit V., 2021. "Out-of-stock justifications and consumers’ behavioral outcomes– exploring the role of product type and sales level information in out-of-stock situations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

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