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Article
Publication date: 22 July 2022

Peter C. Verhoef, Corine S. Noordhoff and Laurens Sloot

The Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and…

11386

Abstract

Purpose

The Covid-19 pandemic has a strong effect on societies, business and consumers. Governments have taken measures to reduce the spread of the pandemic, such as social distancing and lockdowns. The latter has also resulted in a temporary closure of physical stores for “non-essential” retailing. Covid-19 thus has a profound impact on how people live. The period of relative isolation, social distancing and economic uncertainty changes the way we behave. New consumer behaviors span all areas of life, from how we work to how we shop to how we entertain ourselves. These shifts have important implications for retailers. This paper aims to discuss the potential structural effect on shopping behavior and retailing when Covid-19 measures are no longer needed and society moves back to a normal situation.

Design/methodology/approach

The paper synthesizes empirical and conceptual literature on the consequences of COVID-19 and introduces a conceptual framework along with a set of predictions that can be investigated with empirical data.

Findings

This study suggests that Covid-19 shapes both consumer needs and behavior and how retailers respond to these changes. Moreover, it suggests that this will not only affect market outcomes (i.e. retail sales and market share online) but also firm outcomes (i.e. customer experience, firm sales) and importantly the competition between online and offline retailers.

Originality/value

In the conceptual framework, this study aims to advance knowledge on longer-term outcomes (vs immediate outcomes such as panic buying) and how COVID-19 is changing the competitive landscape of retail.

Details

Journal of Service Management, vol. 34 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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Article
Publication date: 1 September 2004

Corine Noordhoff, Pieter Pauwels and Gaby Odekerken‐Schröder

In the service industry, loyalty cards represent an established phenomenon (e.g. hotel and airline industry). Developing this knowledge, the present study focuses on the role of…

8254

Abstract

In the service industry, loyalty cards represent an established phenomenon (e.g. hotel and airline industry). Developing this knowledge, the present study focuses on the role of loyalty‐card programs in establishing loyalty towards a retail store. The impact of store satisfaction and these loyalty‐card programs on store loyalty is tested empirically. Therefore, a survey was performed among 333 grocery store customers in Singapore and The Netherlands. The comparative findings demonstrate that these programs do indeed impact on attitudinal as well as behavioural store loyalty, as long as the number of alternative programs is limited and customers over time have not become accustomed to loyalty cards.

Details

International Journal of Service Industry Management, vol. 15 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

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Article
Publication date: 1 July 2005

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

8828

Abstract

Purpose

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

Design/methodology/approach

Scans the top 400 management publications in the world to identify the most topical issues and latest concepts. These are presented in an easy‐to‐digest briefing of no more than 1,500 words.

Findings

Loyalty cards have become an increasingly sophisticated marketing strategy in recent years. These bits of plastic that most of us have in our wallets serve three basic functions: identification, memory and reward. However, the important question is: do they actually work?

Practical implications

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

Details

Strategic Direction, vol. 21 no. 7
Type: Research Article
ISSN: 0258-0543

Keywords

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Article
Publication date: 5 August 2014

Jan Dick, Ron Smith, Lindsay Banin and Stefan Reis

The purpose of this paper is to review, from a sustainable management perspective, a range of conceptual frameworks; determine the efficacy and utility of three different data…

668

Abstract

Purpose

The purpose of this paper is to review, from a sustainable management perspective, a range of conceptual frameworks; determine the efficacy and utility of three different data sources in generating indicators collectively; and consider the utility of a single index of total ecosystem services (TESI). The ecosystem service (ES) concept has been discussed as an important model to aid sustainable land-use management.

Design/methodology/approach

The historical development and the relative merits of sustainable management frameworks which can be implemented in a decision-making context were examined. The efficacy of a single index TESI was examined considering three data sources for 11 contrasting sites within the UK.

Findings

The choice of conceptual framework and data source depends on the specific question and scale being addressed. Publicly available data through the Eurostat route is primarily limited to the assessment of the provisioning services.

Research limitations/implications

Limitation of the study is that both bottom-up and top-down sourcing of data to conduct an ES assessment were considered.

Practical implications

The scale of enquiry when conducting ES assessment to aid sustainable management dictate the most useful data source. If conducting local assessments that give local data is more appropriate while conducting European Union (EU)-wide assessment gives less local precision, it does provide some insight when conducting larger-scale regional assessment which cannot otherwise be achieved.

Originality/value

The various data set analysed in this study all provided insight for sustainable management.

Details

Sustainability Accounting, Management and Policy Journal, vol. 5 no. 3
Type: Research Article
ISSN: 2040-8021

Keywords

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