Customer satisfaction and retail sales performance: an empirical investigation

Gómez, Miguel I.; McLaughlin, Edward W.; Wittink, Dick R.

doi:10.1016/j.jretai.2004.10.003

Cited by 284 publications

(232 citation statements)

References 18 publications

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“…The latter has been considered (1) a determinant of other behavioural variables such as loyalty, spending and retention time, and (2) a suitable predictor of store patronage (e.g. Gómez, McLaughlin, & Wittink, 2004;Mägi, 2003).…”

Section: Hypotheses and Conceptual Modelmentioning

confidence: 99%

Cognitive age and grocery-store patronage by elderly shoppers

Teller

Gittenberger

Schnedlitz

2013

Journal of Marketing Management

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This paper discusses and evaluates the impact of cognitive (or self-perceived) age on grocery store patronage by elderly shoppers. Cognitive age is seen to be a more accurate reflection of changes related to age and aging than chronological age. Based on self-concept theory, the authors propose that cognitive age moderates the effects of perceptions of store attributes on satisfaction with a store. The hypotheses tests used a sample of 404 supermarket patrons aged 60 and above. The latent construct, cognitive age, was operationalised by six items: feel, look, do, interest, health and think age. The cognitive ages of our respondents proved to be significantly lower than their chronological ages. To evaluate the moderating effects, we applied the product indicator approach using variance-based structural equation modelling.The results show that the impacts of product range, manoeuvrability and atmosphere within the store on satisfaction become significantly stronger with increasing cognitive age. We conclude that cognitive age dimensions influence perceptions and, subsequently, behaviour related to store patronage and thus contribute to the understanding of the growing segment of elderly shoppers. Summary statement of contribution:The contribution of this paper is to provide a theoretical rationale and empirical evidence for considering cognitive age as a substantial influencer and predictor of store patronage by elderly shoppers. Thus, we call for a stronger consideration of self-perceived age dimensions, along with chronological age, in research and marketing related to older consumer cohorts.

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Section: Hypotheses and Conceptual Modelmentioning

confidence: 99%

Cognitive age and grocery-store patronage by elderly shoppers

Teller

Gittenberger

Schnedlitz

2013

Journal of Marketing Management

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“…When the consumer experiences an increase in his/her satisfaction, loyalty also increases. However, some studies have identified an asymmetrical and non-linear relationship between satisfaction and loyalty (Bowen & Chen, 2001;Gómez, McLaughlin, & Wittink, 2004) and argue that increasing customer satisfaction does not mean producing higher levels of loyalty (Bennett & Rundle-Thiele, 2004;Wu, Zhou, & Wu, 2011). Other authors affirm that the consumer's ambivalence moderates the relationship between satisfaction and loyalty (Olsen, Wilcox, & Olsson, 2005) and still others that the antecedent of loyalty is the affective or emotional component of satisfaction and not the cognitive component (You & Dean, 2001).…”

Section: Satisfaction With Tourism Destinationsmentioning

confidence: 99%

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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“…The latter analysed the relationship between customer loyalty, supermarket type and ownership structure based on the results of the European customer satisfaction study and Danish results, especially. In a recent publication, Gómez et al (2004) describe a comprehensive survey, measuring the links between store attributes, customer satisfaction, and sales performance with data from 250 shops 19 . They show three main antecedents to customer satisfaction in food retailing, i.e.…”

Section: Organic Food Retailing In Germanymentioning

confidence: 99%

“…Most empirical investigations on customer satisfaction in the food retailing industry do not address the impact of satisfaction on business performance. The most important exception is the work of Gómez et al (2004), who measured the relationship between satisfaction and sales performance with data from about 250 supermarkets from a publicly held company in the Eastern US 22 . A regression analysis demonstrates that satisfaction explains about 13 % of sales performance.…”

Section: Organic Food Retailing In Germanymentioning

confidence: 99%

“…We use annual sales per square meter as a performance indicator because this ratio is easy to compare. If we had used profit it would have been necessary to deal with different accounting systems and the comparisons would not have been very reliable 25 . Besides this, not all retailers in our study report profits because they consider them as confidential data.…”

Section: Modelmentioning

confidence: 99%

See 1 more Smart Citation

Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

Bolten

Kennerknecht

Spiller

2009

Journal of Food Products Marketing

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Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer satisfaction accounts for 32 % of sales per square meter sales area. An additional factor analysis identifies service and product quality as main determinants of customer satisfaction. Consumers consider the freshness of fruit and vegetables as representative for the quality of the whole assortment. A correlation analysis demonstrates that customer enthusiasm is a more accurate factor in the recommendation of shops than customer satisfaction. The paper ends with managerial and scientific implications.

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Customer satisfaction and retail sales performance: an empirical investigation

Cited by 284 publications

References 18 publications

Cognitive age and grocery-store patronage by elderly shoppers

Cognitive age and grocery-store patronage by elderly shoppers

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

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