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The impact of consumer confidence on store satisfaction and share of wallet formation

Hunneman, Auke; Verhoef, Peter C.; Sloot, Laurens M.
Journal article, Peer reviewed
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URI
http://hdl.handle.net/11250/2374735
Date
2015
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  • Scientific articles [1362]
Original version
Journal of Retailing, 91(2015)3: 516-532   10.1016/j.jretai.2015.02.004
Abstract
For retailer managers, it is crucial to understand the relationships between customers’ store attribute evaluations, satisfaction, and share of wallet as well as how these relationships change over time depending on the business cycle. This study investigates this complex relationship using an extensive dataset for all grocery chains in the Netherlands over the period 2009–2012. Our findings indicate that retailers should not overemphasize the importance of a favorable price image in times of low consumer confidence. Instead, our study shows that the relationship between service attributes and customer satisfaction is stronger in periods with low consumer confidence.
Description
This is the authors' accepted and refereed manuscript to the article
Publisher
Elsevier
Journal
Journal of Retailing

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