Customer Versus Store Perceptions

 Essay regarding Consumer Vs Retailer Perceptions


in Selling

Not for quotation or citation without the exhibit permission with the author.

ISSN 0265 9778

Grete Birtwistle is a Lecturer and Ian Clarke is known as a Professor by Glasgow Caledonian University, Paul Freathy is actually a Senior Lecturer, Institute for Retail Studies, University of Stirling, Stirling, FK9 4LA.


Disclaimer The opinions stated in this operating paper are the responsibility of the author alone.


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a couple of 'O wad some Pow'r the giftie gie all of us To see oursels as others see us! '*


It has been highlighted that industry positioning - based on a combination of price and product difference - provides an important competitive advantage for commercial organisations (e. g. Day time and Wensley, 1988). This is especially so inside retailing, in which effective positioning can lead to a number of trading benefits (see Ellis and Kelly, 1992). It is not surprising, therefore , that experts have striven consistently to supply an improved knowledge of store image (Martineau, 1958; Kunkel and Berry, 1968; Lindquist, 1974; Hansen and Deutscher, 1977; Rosenbloom, 81; Golden ain al. 1987). However , these kinds of work has tended to pay attention to customer perceptions in remoteness, despite the fact that consumers do not automatically perceive a retail store's marketing communications in the manner the technique of the company had meant (Schiffman and Kanuk, 1994). This shows that retailer awareness of their own industry position can be ‘out of step' with those of existing (and potential) customers. The goal of this daily news, therefore , is always to explore, inside the context of menswear trend retailing: (a) the measurements of retail outlet image vital that you the customer; and (b) the level of congruence between retailer and customer awareness of retail outlet image. In so doing, the paper raises significant conceptual, strategic and administration implications. The main elements of store image and positioning inside the literature are believed in the first section of the paper. The second section then describes latest research undertaken on menswear fashion selling within Glasgow, in which a test of 340 respondents had been interviewed to elicit the constituents of store image that they felt inspired where they will chose to shop. In the third section of the paper, an exploratory make an effort is made to examine these measurements using Fishbein and Ajzen's ‘Theory of Reasoned Action' as a structure for examination, to assess client perceptions of individual store store images. In the final section, these kinds of findings happen to be compared with the ones from retailers awareness of themselves, derived through comparable selection interviews with shop management and staff.

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3 Store Image and Placement

In Martineau's (1958) paper, it was recommended that stores had, as long as customers had been concerned, a ‘personality' made up of functional and psychological features. Martineau asserted that price tag organisations predicting an image near to the targeted user's self picture would, as a consequence, increase loyalty towards the store. This affirmation was later extended by simply Arons (1961), who suggested that there is an association between a shop which is ‘agreeable' from the consumer point of view, plus the number of instances they will go to the store in a given period. Early work with the images of department stores in Arizona, USA, defined retail store image since ‘the total conceptualised or expected reinforcement that a person associates with shopping by a particular store' (Kunkel and Berry, late 1960s, p. 22); the creators also attemptedto separate the entire image in to twelve image components. An assessment similar research by Lindquist (1974) served to reduce these types of to eight key credit...

References: Ajzen, I. and Fishbein, Meters. (1980) Understanding Attitudes and Predicting Interpersonal Behavior, Prentice-Hall, New Jersey. Arons, L. (1961) ‘Does Television set Viewing Influence Store Graphic and Buying Frequency? ' Journal of Retailing, Vol. 37, Fall season, p. 1-13. Birtwistle, G. and Siddiqui, N. (1995) ‘Store Picture - characteristics for menswear fashion retailers', The Home Economist, Vol. 13, No . 6th, pp. 20-22. Buzzell, R. D. and Gale, W. T. (1987) The PIMS Principle, Cost-free Press, New York. Cassill, And. L..; Williamson, N. C.; McEnally, M. and Thomas, J. (1993) ‘Intratype competition among division stores', Worldwide Review of Price tag, Distribution and Consumer Study, Vol. three or more, No . 1, p. 65-78. Davies, G. (1992) 'Positioning, image plus the marketing of multiple suppliers ', The International Review of Retail, Circulation and Customer Research, Vol. 2, No . 1, pp. 13-34. Day time, G. S. and Wensley, R. (1988) 'Assessing benefit: a platform for checking out competitive superiority ', Journal of Marketing, Volume., 52, pp. 1-20. Ellis, B. and Kelly, T. W. (1992) 'Competitive benefit in retailing', The Foreign Review of Price tag, Distribution and Consumer Exploration, Vol. a couple of, No . some, pp. 381-96. Fishbein, M. and Ajzen, I. (1975) Belief, Frame of mind, Intention and Behavior: An intro to Theory and Analysis, Addison-Wesley, Reading. Golden, M. L.; Albaum, G. and Simmer, Meters. (1987) ‘The Numerical comparative Scale: An Economical Format to get Retail Photo Measurement', Log of Retailing, Vol. 63, No . 4, p. 393-410. Greenberg, C. J.; Sherman, E. and Schiffman, D. G. (1983) ‘The Measurement of Fashion Picture as a Determinant of Store Patronage', In: Patronage Patterns and Selling Management, Education. Darden, Watts. R. & Lusch, R. F., Ny, Elsevier Technology Publishing, p. 151-164. Hansen, R. and Deutscher, To. (1977) ‘An empirical exploration of credit importance in retail store selection', Journal of Retailing, Vol. 53, Number 4, s. 59-73. Horton, R. L. (1984) Customer Behavior: A Decision-Making Way, Bell and Howell, Columbus. James, D. L., Durand, R. Meters. and Dreves, R. A. (1976) 'The use of a multi-attribute attitude model within a store photo study ', Journal of Retailing, Volume. 52, Number 2, pp. 23-32. Kotler, P. (1973) ‘Atmospherics being a Marketing Tool', Journal of Retailing, Vol. 49, Number 4, g. 48-64. Kunkel, J. and Berry, T. (1968) ‘A Behavioral Conception of Selling Image', Diary of

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21 Marketing, Vol. 32, Oct., p. 21-27. Lindquist, J. D. (1974-75) ‘Meaning of Image', Record of Selling, Vol. 40, No . some, p. 29-38. McDougall, G. H. G. and Smolder, J. D. (1974-75) ‘Combining Two Ways of Image Measurements', Journal of Retailing, Volume. 50, No . 4, g. 53 -- 61. McLure, P. J. and Ryans, J. T (1968) 'Differences between Retailers ' and Consumers ' Perceptions ', Journal of Marketing Research, Vol. V, pp. 35-40. Martineau, P. (1958) ‘The Persona of the Price tag Store', Harvard Business Review, Vol. 36, Jan-Feb, g. 47-55. Osgood, C. E.; Suci, G. J. and Tannenbaum, G. H. (1957) The Dimension of That means, Urbana, Illinois, University of Illinois Press. Osman, M. Z. (1993) ‘A conceptual model of price tag image impacts on commitment patronage behaviour', The Intercontinental Review of Full, Distribution and Consumer Study, Vol. three or more, No . 2, pp. 133-148. Owen, Farrenheit. and Williams, R. (1994) Statistics, 4th Edition, Pitman, London. Rosenbloom, B. (1981) Retail Marketing, Random Home, New York. Rosenbloom, B. (1983) ‘Store Graphic Development and the Question of Congruency',. In: Patronage Patterns and Full Management, Impotence. Darden, Bill R. & Lusch, Robert F., New York, Elsevier Technology Publishing Co., p. 141-149. Samli, A. C. and Lincoln, G. (1989) ‘Management versus consumer perception of image', within a. C. Samli (ed. ) Retail Marketing Strategy: Planning, Rendering, and Control, Quorum, New York, pp. 193-205. Schiffman, L. G., Dashboard, J. and Dillon, Watts. (1977) 'The contribution of store image characteristics to store type choice ', Log of Retailing, Vol. 53, pp. 3-14. Schiffman, T. G. and Kanuk, M. L. (1994) Consumer Tendencies, Fifth Edition, Prentice-Hall, Englewood Cliffs, And. J.. Tabachnick, B. G. and Fidell, L. S. (1983) Employing multivariate statistics, Harper & Row, Ny. Worzel, D. H. (1987) ‘Retailing approaches for today is actually mature marketplace', Journal of Business Technique, Spring, pp. 45-56.

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