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Qualitative analysis of customer behavior in the retail industry during the COVID-19 pandemic: A word-cloud and sentiment analysis approach

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  • Stanca, Liana
  • Dabija, Dan-Cristian
  • Câmpian, Veronica

Abstract

The COVID-19 pandemic caused a paradigm shift in customer behavior within the retail industry. Pandemic-induced restrictions and fear of product scarcity led to a change in purchasing frequency, with customers stockpiling non-perishable products such as basic foods and hygiene items. Media and social networks also played a significant role in fueling panic-buying behavior. Although sales decreased, consumption in all food categories increased due to the closure of restaurants and the need to prepare meals at home. The pandemic had a significant impact on both customers and retailers, resulting in staff reductions and a change in business strategies.

Suggested Citation

  • Stanca, Liana & Dabija, Dan-Cristian & Câmpian, Veronica, 2023. "Qualitative analysis of customer behavior in the retail industry during the COVID-19 pandemic: A word-cloud and sentiment analysis approach," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    • Handle: RePEc:eee:joreco:v:75:y:2023:i:c:s0969698923002941
    DOI: 10.1016/j.jretconser.2023.103543
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    1. Behera, Rajat Kumar & Bala, Pradip Kumar & Rana, Nripendra P., 2024. "Assessing the intention to adopt computational intelligence in interactive marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    2. Vinoi, Nivin & Shankar, Amit & Mehrotra, Ankit & Kumar, Jitender & Azad, Nasreen, 2024. "Enablers and inhibitors of digital hoarding behaviour. An application of dual-factor theory and regret theory," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    3. Arnet, Sandro & Nißen, Marcia & von Wangenheim, Florian, 2024. "Don’t be a hamster! Social appeals to curb panic buying at the point-of-sale," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    4. Castaldo, Sandro & Ciacci, Andrea & Penco, Lara & Profumo, Giorgia, 2024. "Which trust layer better counterbalances the risk impact on travel intentions in a crisis scenario?," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).

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