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

Singh, Reema LU and Söderlund, Magnus (2022) In International Review of Retail, Distribution and Consumer Research 32(4). p.370-387
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... (More)

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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author
and
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
customer satisfaction, home satisfaction, Online retailing, the last mile
in
International Review of Retail, Distribution and Consumer Research
volume
32
issue
4
pages
370 - 387
publisher
Taylor & Francis
external identifiers
  • scopus:85129628110
ISSN
0959-3969
DOI
10.1080/09593969.2022.2073555
language
English
LU publication?
yes
id
a94abcd2-aa66-4a7e-8667-e721f73cf1a2
date added to LUP
2022-07-08 08:58:17
date last changed
2022-10-31 14:57:33
@article{a94abcd2-aa66-4a7e-8667-e721f73cf1a2,
  abstract     = {{<p>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.</p>}},
  author       = {{Singh, Reema and Söderlund, Magnus}},
  issn         = {{0959-3969}},
  keywords     = {{customer satisfaction; home satisfaction; Online retailing; the last mile}},
  language     = {{eng}},
  number       = {{4}},
  pages        = {{370--387}},
  publisher    = {{Taylor & Francis}},
  series       = {{International Review of Retail, Distribution and Consumer Research}},
  title        = {{There is no place like home : home satisfaction and customer satisfaction in online grocery retailing}},
  url          = {{http://dx.doi.org/10.1080/09593969.2022.2073555}},
  doi          = {{10.1080/09593969.2022.2073555}},
  volume       = {{32}},
  year         = {{2022}},
}