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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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    3. Grunert, Klaus G. & Loebnitz, Natascha & Zhou, Yanfeng, 2015. "Supermarket literacy and use of branding in China: The case of fresh meat," 143rd Joint EAAE/AAEA Seminar, March 25-27, 2015, Naples, Italy 202703, European Association of Agricultural Economists.
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    7. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
    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.
    9. Xiaolong Guo & Ben Li & Yan Liu & Liang Liang, 2017. "Eliminating the Inconvenience of Carrying: Optimal Pricing of Delivery Service for Retailers," Service Science, INFORMS, vol. 9(3), pages 181-191, September.
    10. Brannon Barhorst, Jennifer & McLean, Graeme & Shah, Esta & Mack, Rhonda, 2021. "Blending the real world and the virtual world: Exploring the role of flow in augmented reality experiences," Journal of Business Research, Elsevier, vol. 122(C), pages 423-436.
    11. Cristina Calvo-Porral & Jean-Pierre Lévy-Mangin, 2021. "Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping," Administrative Sciences, MDPI, vol. 11(1), pages 1-15, January.
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    13. Kumar, Avinash & Chakraborty, Shibashish & Bala, Pradip Kumar, 2023. "Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    14. Kumar, Prashant & Polonsky, Micheal Jay, 2019. "In-store experience quality and perceived credibility: A green retailer context," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 23-34.
    15. Srivastava, Mala & Kaul, Dimple, 2014. "Social interaction, convenience and customer satisfaction: The mediating effect of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1028-1037.
    16. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
    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.
    18. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    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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