Pauline M. Sullivan and Jikyeong Kang
A cross‐border shopping survey was mailed to 750 randomly selected Canadians, both Francophone and Anglophone, living in the Greater Montreal area. The survey sought to examine if…
Abstract
A cross‐border shopping survey was mailed to 750 randomly selected Canadians, both Francophone and Anglophone, living in the Greater Montreal area. The survey sought to examine if the selected demographic characteristics were related to whether or not Canadian consumers cross‐border shop, to explore Canadian consumers' information sources and motivational attributes with regard to cross‐border shopping, and to determine how information sources and motivational attributes affect their cross‐border shopping behaviors. Approximately 42% of the respondents cross‐border shopped. A predominant segment of those who shopped in the U.S. spoke English at home. Two factors, Merchandise and Service Quality Motivations and Economic Motivations, showed significant relationships with selected cross‐border shopping behaviors.
Genevieve Catherine Myhal, Jikyeong Kang and John A. Murphy
This paper seeks to explore customer‐perceived relationship quality in a B2B setting, and to propose a conceptual model for this construct.
Abstract
Purpose
This paper seeks to explore customer‐perceived relationship quality in a B2B setting, and to propose a conceptual model for this construct.
Design/methodology/approach
An instrumental single case study design is adopted, and Eisenhardt's case study method for theory development is used to collect and analyse data from 55 different customer companies.
Findings
The research identifies a list of 208 components that are important to customers' relationship quality perceptions. These are grouped into seven parsimonious dimensions, which are assembled into a conceptual model. The IMP Group's relationship substance framework, composed of actor bonds, resource ties and activity links is built upon and expanded by adding four new dimensions: competitive position, external association, relationship impact, and situational factors. Together, these dimensions successfully encapsulate the items that customers within this study identify as important when evaluating the quality of their relationships with their service provider.
Research limitations/implications
Though the case study design used potentially limits the generalisability of findings, it is believed that the proposed model does have a wider resonance in terms of helping both academics and practitioners to understand relationship quality.
Practical implications
Because customer relationships (and the benefits derived from them) are difficult to duplicate, these may be a source of competitive advantage for firms. Managing these relationships, as well as their quality, emerges as a point of competitive distinction.
Originality/value
To one's knowledge, there is no published paper that provides a conceptual model of relationship quality using the customer's perspective in a B2B setting. It is believed that the research makes a significant contribution in terms of filling this gap in the knowledge.
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Investigates various benefits and challenges that retail firms perceive in global sourcing, and how those benefits and challenges differ in terms of firms’ demographic and…
Abstract
Investigates various benefits and challenges that retail firms perceive in global sourcing, and how those benefits and challenges differ in terms of firms’ demographic and managerial characteristics. Data were collected from 148 apparel retail firms. Three benefits factors (competitive advantage, quality assurance and service enhancement) and four challenge factors (logistics, regulations, cultural difference and country uncertainty) were identified. The types and levels of benefit factors a firm achieved from global sourcing were significantly different in terms of the product type and import volume. The challenge factors associated with global sourcing were also different in terms of the product type, percentage of imports, experience, and regions of sourcing. Information provided by this study expands our understanding of sourcing activities by apparel retailers which have significant presence in the global sourcing landscape in the USA.
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Julie Johnson‐Hillery, Jikyeong Kang and Wen‐Jan Tuan
Suggests that a significant trend affecting American society today is the dramatic rise in the number of persons aged over 65. Consequently, retailers are interested in knowing…
Abstract
Suggests that a significant trend affecting American society today is the dramatic rise in the number of persons aged over 65. Consequently, retailers are interested in knowing how this segment can be best served in the marketplace. Outlines a study which utilized person perception theory to examine how retail sales personnel’s perceptions relate to elderly consumers’ satisfaction. Results indicate that elderly consumers viewed older sales personnel more positively than they viewed younger sales personnel. Also reveals that retail sales personnel’s perceptions of elderly consumers’ marketplace preferences and satisfaction were significantly different from those reported by elderly consumers. In addition to the theoretical implications, findings provide retailers with valuable information for improving their service to elderly consumers.
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Katherine Tyler, Mark Patton, Marco Mongiello and Derek Meyer
The purpose of this article is to review the emerging literature of services business markets (SBMs) from 1974 to 2007 and analyse main themes that indicate the development of the…
Abstract
Purpose
The purpose of this article is to review the emerging literature of services business markets (SBMs) from 1974 to 2007 and analyse main themes that indicate the development of the literature. It also aims to provide an introduction to the special issue on services business‐to‐business markets by examining the context.
Design/methodology/approach
The literature of SBMs from 1974 through 2007 was searched in relevant databases. The articles were analysed using Glaser's grounded theory. The constant comparison method was used with in vivo coding to reveal themes in the literature. These themes were then analysed contextually.
Findings
The literature revealed seven themes which followed a trajectory from implicit to explicit consideration of SBMs, as well as to multi‐ and cross‐disciplinary focus with integration of variables from consumer services marketing. The landscape for SBMs has become blurred due to deregulation, globalisation and information technology, particularly the internet and e‐commerce. The complexity and diversity of the literature reflects this new, blurred reality.
Research limitations/implications
This research is limited to indicative literature about SBMs as an introduction to the special issue on services business‐to‐business markets. The literature would benefit from a full critical review and research agenda.
Practical implications
The integration of theories coupled with the focus on specific service sectors and contexts, provide useful, applicable and transferable concepts which may be helpful to managers who are working in new contexts.
Originality/value
This article surveys the emergence of the literature on SBMs and defines its trajectory, themes and characteristics. It provides a useful background for academics and practitioners who would find a guide to the fissiparous literature on SBMs useful.
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Gerald Oeser, Tanju Aygün, Claudia-Livia Balan, Rainer Paffrath and Marcus Thomas Schuckel
Elder German grocery shoppers are a growing, heterogeneous, and highly relevant and attractive, but under-researched market segment. In order to understand them and their grocery…
Abstract
Purpose
Elder German grocery shoppers are a growing, heterogeneous, and highly relevant and attractive, but under-researched market segment. In order to understand them and their grocery shopping motivations better and target them efficiently and effectively, the purpose of this paper is to identify dimensions of their shopping motivations and segment them based on these dimensions.
Design/methodology/approach
In total, 26 grocery store-choice criteria were identified in a thorough literature review and focus-group interviews with 36 elder German consumers aged 65 and older. In a subsequent survey, the importance of these criteria was rated by 1,288 German shoppers of the same age group. A principal component and cluster analysis were performed to identify dimensions of store-choice criteria and segments of elder German grocery shoppers. Multivariate analysis of variance, analysis of variance and discriminant analysis were used to test for statistically significant differences between the clusters.
Findings
Basic quality considerations, shopping experience and social interaction, service and assistance, price consciousness, product orientation, convenient location and quick service and packaging requirements influence the grocery store choice of elder German consumers in decreasing order of variance explained. The cluster analysis revealed indifferent, leisure, convenience, assistance-oriented, no frills, product-oriented and service-oriented elder German shoppers, which differ in their shopping motivations statistically and significantly. These clusters are described and contrasted in detail to derive managerial implications.
Originality/value
This research provides the first store-choice component analysis and cluster analysis for elder German grocery shoppers. This can help food retail to reach this attractive target group more efficiently and effectively and improve the food supply of elder German consumers.