Store attributes leading customer satisfaction with unplanned purchases

María Pilar Martínez-Ruiz, Juán José Blázquez-Resino and Giovanni Pino

The Service Industries Journal, 2017, vol. 37, issue 5-6, 277-295

Abstract: Understanding which specific factors of retail stores’ offering affect unplanned buyers’ satisfaction may be of great interest to store managers as they could set ad hoc strategies to target these consumers and establish long-term, profitable relationships with them. Satisfied unplanned buyers could indeed return to the store where they purchased their unplanned item(s) and/or positively talk about it with other customers. Nevertheless, we still know very little about such factors. To close this gap, this research gathered survey data on consumers’ store satisfaction and perceptions of store attributes in Spain during two time periods: in 2008, when the crisis was barely noticed by Spanish consumers, and five years later, when consumers were experiencing this economic situation. The results obtained evidence how grocery retailers can respond to customers’ awareness of the crisis by providing some managerial recommendations for bolstering satisfaction in consumer segments with diverse levels of unplanned buying behavior.

Date: 2017
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DOI: 10.1080/02642069.2017.1315409

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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