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Administrative Sciences
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Retailing and Customer Satisfaction: From an International Perspective
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Retailing and Customer Satisfaction: From an International Perspective

A special issue of Administrative Sciences (ISSN 2076-3387).

Deadline for manuscript submissions: closed (30 April 2021) | Viewed by 30610

Special Issue Editors

Prof. Dr. F. Javier Rondán-Cataluña

E-Mail Website
Guest Editor
Department of Marketing, University of Seville, Sevilla, Spain
Interests: retailing; pricing; consumer behavior; online marketing
Dr. Eloy Gil-Cordero

E-Mail Website
Guest Editor
Department of Business Administration and Marketing, University of Seville, 41004 Sevilla, Spain
Interests: distribution channels; digital marketing; retailing
Special Issues, Collections and Topics in MDPI journals

Special Issue Information

Dear Colleagues, 

In the era of omnichannel environments in retail, retailers can reach their customers by delivering targeted information, offering value that sets them apart, and this has the potential to establish intense customer engagement. Communication and information technologies may assist retailers to identify suitable consumers. In addition, technology facilitates shoppers to make better choices about which products or services to buy. However, not all consumer decisions depend on widespread information searches and exhaustive decision processes. Many decisions are impulsive, produced briefly while shopping online or offline, frequently stimulated by strategic visual presentations and merchandise assortments created by the retailer. In summary, all tools adopted by merchandisers and retailers should be focused on offering satisfaction to customers. This Special Issue will showcase scholarship that examines the impact of “Retailing and Customer Satisfaction: From an International Perspective”. It is crucial that the papers address a real-world marketing question. Examples of the topics covered by the Special Issue are as follows (non-exhaustive): 

  • How emergent technologies have changed consumer decision making, satisfaction, communication, engagement, and loyalty from an international perspective.
  • Retailer responses to third-party and customer-to-customer information platforms.
  • Evolution and development of private labels.
  • How fake news affects consumer shopping behaviors.
  • The mediational role of customer relationship management in the international environment.
  • Visual display and merchandise offer decisions.
  • Consumption and engagement.
  • Big data collection and usage applied to the topic of the Special Issue.
  • The role of cross-cultural issues in retailing as influenced by emergent technologies.
  • Virtual merchandising in e-commerce.
  • Showrooming and Webrooming.  

The studies might take consumer, firm, societal, or public-policy perspectives. Therefore, we encourage scholars to be creative and to use a variety of empirical and descriptive methods to construct new theories and frameworks that may act as foundational manuscripts on these topics. 

Kind regards, 

Prof. Dr. F. Javier Rondán-Cataluña
Dr. Eloy Gil-Cordero
Guest Editors

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All submissions that pass pre-check are peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a double-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Administrative Sciences is an international peer-reviewed open access monthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 1400 CHF (Swiss Francs). Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

  • Retailing
  • Customer satisfaction
  • International perspective

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Published Papers (4 papers)

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Research

15 pages, 1678 KiB  
Article
Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping
by Cristina Calvo-Porral and Jean-Pierre Lévy-Mangin
Adm. Sci. 2021, 11(1), 6; https://doi.org/10.3390/admsci11010006 - 13 Jan 2021
Cited by 14 | Viewed by 8074
Abstract
Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction [...] Read more.
Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors. Full article
(This article belongs to the Special Issue Retailing and Customer Satisfaction: From an International Perspective)
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17 pages, 787 KiB  
Article
Private Label and Macroeconomic Indicators: Europe and USA
by Eloy Gil-Cordero, Francisco Javier Rondán-Cataluña and Daniel Sigüenza-Morales
Adm. Sci. 2020, 10(4), 91; https://doi.org/10.3390/admsci10040091 - 12 Nov 2020
Cited by 3 | Viewed by 3281
Abstract
In this study, we have analyzed the impact and evolution of some of the most important macroeconomic indices on the market share and value of private brands. The originality and objective of this work is the linkage of macroeconomic variables in European countries [...] Read more.
In this study, we have analyzed the impact and evolution of some of the most important macroeconomic indices on the market share and value of private brands. The originality and objective of this work is the linkage of macroeconomic variables in European countries and the USA with the evolution of private labels in these countries. A sample of 19 European countries and all states within the USA has been collected over a 10-year period, including data on private labels and macroeconomic indices. The analysis of the panel data has been applied using the SPSS software through the Ljung–Box test. The most significant data from the sample study is that for GDP; we advised national brand managers to make a special communication effort in nations that offer a lower GDP within Europe for their volume and in value for the US. On the other hand, it was found that when the unemployment rate increases, the value of private label market share decreases for the US, but increases for Europe, in addition to other findings that will help organizations make different business decisions. Full article
(This article belongs to the Special Issue Retailing and Customer Satisfaction: From an International Perspective)
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24 pages, 592 KiB  
Article
The Role of Nationality and Hotel Class on Guests’ Satisfaction. A Fuzzy-TOPSIS Approach Applied in Saint Petersburg
by Juan Carlos Martín, Veronika Rudchenko and María-Victoria Sánchez-Rebull
Adm. Sci. 2020, 10(3), 68; https://doi.org/10.3390/admsci10030068 - 5 Sep 2020
Cited by 8 | Viewed by 7000
Abstract
Although hotels usually have clients from different nationalities, the research analyses the multicultural effects on hotel customers’ satisfaction is still scant. This paper aims to contribute to the realm of hotel management by providing interesting managerial insights into how different nationalities perceive hotel [...] Read more.
Although hotels usually have clients from different nationalities, the research analyses the multicultural effects on hotel customers’ satisfaction is still scant. This paper aims to contribute to the realm of hotel management by providing interesting managerial insights into how different nationalities perceive hotel attributes differently using two hotels located in Saint Petersburg as a case study. To that end, a fuzzy hybrid method based on the technique of similarity to ideal solution (FTOPSIS) is proposed. The results are based on a sample of 447 guests and show that: (1) nationality influences the hotel guests’ satisfaction; (2) customers are, in general, more elastic in three-star hotels than in four-star hotels; (3) welcome gifts in the room and in the bathroom are key attributes in the clients’ satisfaction; and (4) Italian and Spanish guests are the least and the most satisfied customers, respectively. The study offers a number of important managerial insights to hotel managers and practitioners. The average figures obtained by general hotel satisfaction surveys usually hinder important peculiarities that need to be addressed when managers develop strategic satisfaction enhancement programmes. In particular, our results show that managers need to adapt the programmes to the differences observed by nationalities. Full article
(This article belongs to the Special Issue Retailing and Customer Satisfaction: From an International Perspective)
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13 pages, 594 KiB  
Article
Relationship among Travel Motivation, Satisfaction and Revisit Intention of Skiers: A Case Study on the Tourists of Urumqi Silk Road Ski Resort
by Xiaoshan He and Jian Ming Luo
Adm. Sci. 2020, 10(3), 56; https://doi.org/10.3390/admsci10030056 - 12 Aug 2020
Cited by 44 | Viewed by 10942
Abstract
With the approach of the Beijing Winter Olympics in 2022, the ski tourism market in mainland China is gradually heating up. As an important node city of the Silk Road Economic Belt, Urumqi is vigorously developing winter tourism to enhance its image as [...] Read more.
With the approach of the Beijing Winter Olympics in 2022, the ski tourism market in mainland China is gradually heating up. As an important node city of the Silk Road Economic Belt, Urumqi is vigorously developing winter tourism to enhance its image as an urban tourism spot. In this study, visitors to the Urumqi Silk Road International Ski Resort during the winter were taken as the research object, and a quantitative study was carried out using a questionnaire survey. 278 questionnaires were recovered. A model of tourism motivation, satisfaction and revisit intention based on the push-pull factor was constructed, and the relationship among the three was verified by structural equation modelling. The research results can provide a theoretical basis and can reference suggestions for the development of ski tourism in destination cities and the strategic marketing of ski resorts. Full article
(This article belongs to the Special Issue Retailing and Customer Satisfaction: From an International Perspective)
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