TY - JOUR
T1 - There is no place like home
T2 - home satisfaction and customer satisfaction in online grocery retailing
AU - Singh, Reema
AU - Söderlund, Magnus
N1 - Funding Information:
This work was supported by Universidad Antonio Nariño (Colombia) and belongs to the project “Auditable Secure Electronic Voting System Through Internet (ASEVSTI)”.
Publisher Copyright:
© 2022 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.
PY - 2022
Y1 - 2022
N2 - 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.
AB - 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.
KW - 512 Business and Management
KW - customer satisfaction
KW - home satisfaction
KW - online retailing
KW - the last mile
UR - http://www.scopus.com/inward/record.url?scp=85129628110&partnerID=8YFLogxK
U2 - 10.1080/09593969.2022.2073555
DO - 10.1080/09593969.2022.2073555
M3 - Article
AN - SCOPUS:85129628110
SN - 0959-3969
VL - 32
SP - 370
EP - 387
JO - International Review of Retail, Distribution and Consumer Research
JF - International Review of Retail, Distribution and Consumer Research
IS - 4
ER -