There is no place like home: home satisfaction and customer satisfaction in online grocery retailing

IF 2.9 Q2 BUSINESS International Review of Retail Distribution and Consumer Research Pub Date : 2022-05-07 DOI:10.1080/09593969.2022.2073555

Reema Singh, Magnus Söderlund

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引用次数: 2

Abstract

ABSTRACT This study acknowledges that home is a central and valenced place for most people, and therefore it is assumed that (a) the content in people’s general category for home issues can be activated easily, particularly by various home-related stimuli, and that (b) the affective charge of such content can have a valence-congruent impact on evaluations of home-related stimuli. These assumptions were the basis for two empirical studies carried out in an online grocery shopping context with respect to home delivery. Both studies indicate that home satisfaction had a positive influence on satisfaction with home delivery – and that home satisfaction had an indirect and positive influence of overall satisfaction with the retailer that provides home delivery. These findings, then, emphasize the need to ‘emplace’ the contemporary online shopper: although the shopper faces an abundance of alternatives only a mouse-click away, he or she is still emplaced in an environment when orders are placed and when goods are received. And when this environment is home, it is particularly likely to influence home-related offers.

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在网上杂货零售中，没有比家更好的地方了:家的满意度和顾客的满意度

本研究承认家是大多数人的中心和有价场所，因此假设(a)人们对家庭问题的一般类别中的内容很容易被激活，特别是通过各种与家庭有关的刺激，以及(b)这些内容的情感电荷可以对家庭相关刺激的评估产生价-一致性影响。这些假设的基础上进行了两项实证研究，在网上购物的背景下，有关送货到家。两项研究都表明，家庭满意度对送货上门的满意度有积极的影响，家庭满意度对提供送货上门的零售商的总体满意度有间接和积极的影响。因此，这些发现强调了当代在线购物者“安置”的必要性:尽管购物者只需点击一下鼠标就可以面对大量的选择，但当他们下订单和收到货物时，他们仍然被安置在一个环境中。当这种环境是在家的时候，它特别有可能影响到与家庭有关的报价。

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来源期刊

International Review of Retail Distribution and Consumer Research BUSINESS-

CiteScore

6.90

自引率

5.60%

发文量