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I slutet av 2019 upptäcktes ett nytt och okänt virus i staden Wuhan i Kina. Det visade sig vara mycket smittsamt och i början av 2020 hade tusentals människor runt om i världen drabbats av viruset. Utbrottet av coronapandemin har inneburit och innebär än idag stora förändringar för både individer och företag. Dagligvaruhandeln som är en central del av näringslivet är inget undantag. Eftersom dagligvaruhandeln utgör en så stor del av svenska konsumenters vardag ansågs det intressant att undersöka vilka faktorer som påverkar val av dagligvarukedja. Syftet med studien är att undersöka om de faktorer som ansågs vara viktiga vid val av dagligvarukedja är samma före som under pandemin, eller om pandemin har lett till förändrade konsumentbeteenden. Studien syftar även till att undersöka huruvida den ökade användningen av e-handel kommer att bli bestående i framtiden, när restriktionerna har minskat och smittspridningen i samhället har lugnat sig. Teorierna som har använts för att undersöka syftet är teorier inom konsumentbeteende som inkluderar konsumenters karakteristiska drag och konsumenters köpprocess, marknadsföringsmixen liksom tjänstemarknadsföringsmixen och slutligen customer relationship management. För att samla in empiriska data utformades ett frågeformulär baserad på den teoretiska referensramen i vilken 229 svenska konsumenter deltog i. Deltagarna var både män och kvinnor från 19 år eller yngre upp till 70 år eller äldre. Tidigare forskning har visat att ålder är en faktor som påverkar konsumentbeteende, vilket också visas i denna studie. Deltagarna delades därför in i tre olika grupper som representerar den yngre generationen, mellangruppen och den äldre generationen. Den största skillnaden i preferenser vid val av dagligvarukedja var mellan den yngre och den äldre generationen, därför ansågs det vara mest intressant att undersöka. För den yngre generationen visade det sig att produktutbud, pris, avstånd samt fräscha och välorganiserade butikslokaler var de viktigaste faktorerna före pandemin. Produktutbud, avstånd samt fräscha och välorganiserade butikslokaler var även viktigast under pandemin men istället för pris har öppettider blivit en av de viktigaste faktorerna vid val av dagligvarukedja. För den äldre generationen var de viktigaste faktorerna före pandemin trevlig och hjälpsam personal, produktutbud, pris och butikslokaler. Reklamblad värderades också högt av den äldre generationen. Produktutbud och butikslokaler var viktiga även under pandemin men istället för personal och pris har avstånd och e-handel blivit viktigare för majoriteten i den äldre generationen. Genom studien får svenska dagligvaruaktörer en tydlig bild av vilka faktorer som anses vara viktigast vid val av dagligvarukedja. Dessutom får dagligvaruaktörer en bättre förståelse för vilka faktorer som har omprioriterats till följd av pandemin. Studiens bidrag är därför framför allt att underlätta och vägleda aktörer inom dagligvaruhandeln om coronapandemin blir långvarig eller om liknande situationer skulle uppstå i framtiden. / In the end of 2019, a new and unknown virus was discovered in Wuhan, China which turned out to be highly contagious. In the beginning of 2020, thousands of people around the world had been affected by the virus. The eruption of the corona pandemic has meant and still means major changes for both individuals and companies. The grocery trade, which is a central part of the trade and industry, is no exception. Since the grocery trade constitutes such a big part of Swedish consumers´ everyday lives, it was considered interesting to examine which factors influence the choice of grocery chain. The purpose of the study is to examine whether the factors that are considered important when choosing a grocery chain are the same before as during the pandemic, or whether the pandemic has led to changing consumer behaviours. The study also aims to examine whether the increased use of e-commerce will be consistent in the future, when the restrictions and the spread of contagion in society have reduced.    The theories that have been used to examine the purpose are consumer behaviour, including consumer characteristics and the consumer buying process, the marketing mix as well as the service marketing mix, and at last customer relationship management. To collect empirical data, a questionnaire based on the theoretical framework was designed in which 229 Swedish consumers participated. The participants were both men and women from 19 years or younger up to 70 years or older. Previous research has shown that age is a factor that influences consumer behaviour, which is also shown in this study. The participants were therefore divided into three different groups, representing the younger generation, the middle group and the older generation. The biggest difference in preferences when choosing a grocery chain was between the younger and the older generation, therefore it was considered most interesting to examine. For the younger generation, it turned out that product range, price, distance and store environment were the most important factors before the pandemic. Product range, distance and store environment are most important during the pandemic as well but instead of price, opening hours have become one of the most important factors when choosing a grocery chain. For the older generation, the most important factors before the pandemic were friendly and helpful staff, product range, price and store environment. Offers were also highly valued by the older generation. Product range and store environment were important even during the pandemic but instead of staff and price, distance and e-commerce have become more important for the majority of the older generation.    Through the study, Swedish grocery actors get a distinct picture of what factors are considered most essential when choosing a grocery chain. In addition, grocery actors get a better understanding of what factors have been re-prioritized as a result of the pandemic. The contribution of the study is therefore, above all, to facilitate and guide actors within the grocery trade if the corona pandemic becomes prolonged or if similar situations would arise in the future.

No description available.

Call number: LD2668 .T4 1979 B37 / Master of Science

Problemformulering: Vår studie handlar om konsumenters relation till butikspersonalen inom dagligvaruhandeln, alltså butiker som i första hand säljer livsmedel men även andra dagligvaror. Hur interaktionen mellan konsument och produkt är och hur situationen vid konsumtionen ser ut är faktorer som Laaksonen (2010) menar påverkar den engagemangsnivå konsumenten upplever. Vi vill därför studera hur relationen till butikspersonalen kan påverka hur konsumtionssituationen upplevs av konsumenten och hur den påverkar engagemangsnivån, då dagligvaror ofta anses som lågengagemangsprodukter. Det behövs mer studier som skapar förståelse om vilken påverkan personalen har på konsumentens upplevelse av relationen, då relationen är en faktor som bidrar till konsumentens lojalitet. Syfte: Studien syftar till att få större kunskap om vilken betydelse relationen med butikspersonalen har för konsumentens upplevelse av lojalitet. Lojalitet innefattar många faktorer, vi har valt att fokusera på faktorn relationer. Detta för att bidra till en ökad förståelse om konsumentens relation till butikspersonalen då det kan hjälpa butiken att förstå hur de kan arbeta vidare med relationsskapandet till konsumenten. Detta är viktigt för butiken att ha förståelse om då relationen även påverkar konsumentens relation till butiken som i sin tur påverkar konsumentens lojalitet. Metod: För att få större kunskap om hur viktigt konsumenter upplever att personalen i butiken är och vad hos butikspersonalen som konsumenten efterfrågar i relationen, valde vi att samla in data från konsumenter och analysera svaren, vilket i detta fall gjorts via intervjuer. Teori: Den teori som vi främst använt oss av är lojalitetsbegreppet och relationsmarknadsföring. Slutsats: Priser, öppettider och sortiment är viktiga faktorer vid skapandet av en långvarig relation med butiken men för att konsumenten ska välja en butik framför en annan måste bemötandet från personalen vara bra. Det finns många dagligvarubutiker att välja på i konsumenternas närområde vilket gör att faktorerna priser, öppettider och sortiment inte blir avgörande. Det är istället relationen till butikspersonalen och att konsumenten känner sig speciell, respekterad och betydelsefull som blir en konkurrensfördel och avgörande faktor för konsumenternas val av butik. En tillmötesgående och positiv personal gör att relationen stärks och konsumenterna får en mer positiv inställning till butiken. Även i de fall där konsumenterna inte upplever personalen som så viktig bidrar ändå en tillmötesgående personal till att konsumenten uppfattar butiken som mer attraktiv. / Problem: Our study is about consumers' relationship with the store staff in the grocery store, then stores that primarily sell food but also other consumer goods. How the interaction between the consumer and the product is and how the situation looks at consumption are factors Laaksonen (2010) argues affect the commitment level of the consumer experience. We therefore want to study how the relationship with the store staff can affect the consumption situation experienced by the consumer and how it affects the level of commitment, then consumer goods often considered low-engagement products. It needs more studies to create understanding about the impact staff have on the consumer's perception of the relationship, then the relationship is a factor contributing to consumer loyalty. Objective: This study aims to gain greater knowledge of the importance of the relationship with the store staff for the consumer’s experience of loyalty. Loyalty involves many factors, we have chosen to focus on the factor relationships. This will contribute to a better understanding of the consumer's relationship with the store staff as it can help the store to understand how they can work on creating relationships with the consumer. This is important for the store to have an understanding of because the relationship also affects the consumer's relationship with the store, which in turn affects the consumer's loyalty. Method: To gain greater knowledge of how important the consumer experience that the staff in the shop is and what the consumer request of the staff in the relationship, we chose to collect data from consumers and analyze the responses, which in this case was collected by interviews. Secondary data that we used was collected from books and scientific articles. Theory: The main theory that we used was the concept of loyalty and relationship marketing. Conclusion: Prices, opening hours and range are important factors in creating a long-lasting relationship with the store, but for the consumer to choose one store over another the personal treatment from the staff must be good. There are many grocery stores to choose from in the immediate area of consumer, making the elements of prices, opening hours and range not crucial. It is instead the staff and their attitude that becomes a competitive advantage and crucial factor in consumers' choice of store. An accommodating and positive staff makes the relationship stronger and the consumer gets a more positive attitude to the store. Even in cases where consumers do not experience the staff as an important contribution they still experience that an accommodating staff makes the shop more attractive.

Aim: The aim of the study is to investigate how certified labels are being communicated through sustainable marketing within the grocery store sector. Research Question: How can the grocery store sector use sustainable marketingcommunication in order to contribute to a wider knowledge regarding sustainabilityand certified products? Method: The study is of qualitative character, with a combination of an inductive and deductive approach. The empirical data has been collected through five semi-structured interviews and one telephone interview. Result and conclusion: Sustainable marketing communication can contribute with an increased knowledge regarding sustainability when communicating and defining the term in an easy and clear way which makes it possible for anyone, no matter age or education, to understand what sustainability means. Regarding certified labels, sustainable marketing communication can contribute with an increased knowledge by creating an interest for the label in question. This can be achieved by defining the certified labels brand image by clear and accurate associations. Recommendations: The grocery stores must communicate easy messages in order for the consumers to understand what sustainability is as well as using social media as a strategic marketing tool. The certified labels need to establish accurate associations while working with transparency.

Dissertation (PhD)--Stellenbosch, 2004. / ENGLISH ABSTRACT: The dissertation reflects the research done on the design principles and success factors for the operation of cross dock facilities in grocery and retail supply chains. The cross dock is a particular facility in the supply chain where goods are received from suppliers, sorted without storage of the goods, and then efficiently moved to downstream customers. Cross docks are not a new operation. However, the use in high volume grocery and retail operational capabilities is poorly understood and is not uniquely defined. The problem is that cross docks are often seen as extensions of warehouses. The same personnel, systems and processes are applied and the efficiency potential of the cross dock is not achieved. Warehouses are orientated towards storing the full range of product and allowing the pick to be done from this storage buffer to provide any or all of these products to a customer. Cross docks will only handle products that are used in larger quantities and that are sent to most, if not all, the customers. The cross dock is therefore distinct and very different from the traditional warehouse. The published research tends to focus on the technical aspects of the cross dock layout. This research is primarily in the scheduling of the trucks into the yard of the facility; the allocation of trucks to specific doors of the facility; and the allocation of doors to receiving and despatch functions within the facility. Very little information or research reflects the design principles and success factors for the cross dock and its supply chain. The only classification of the cross dock in the literature is whether the barcode is added to the item before or after receipt at the cross dock. For this research work a literature survey was conducted and five major operations were reviewed, in South Africa and the USA. The research empirically drew logical conclusions, which were tested in the operations and found to be correct. This allowed the design principles and success factors to be determined for a successful cross dock. The research extends the knowledge of the cross dock operation and design: - • A new classification for the feasible types of cross docks in the supply chain was developed. Three factors are shown to be of primary importance: - o Where in the supply chain the identification of specific items for a customer is done; o Where the sort is done for the items to be delivered to a customer; and o Whether the supplier is providing one product or multiple products to the sort. From these three factors, eight potential classifications could be defined. However, only three practical types of cross dock can be determined from these eight alternatives. These are named in this research as Cross Dock Managed Load (CML); Joint Managed Load (JML); and the Supplier Managed Load (SML). The cross dock is far more effective than the warehouse when the total work (excluding inventory) is considered. The earlier in the supply chain the product is identified for the use of the entire downstream supply chain, the more effective will be the total supply chain. Thus the greatest supply chain effectiveness possible is with the SML, then the JML and finally the CML. • The operation of a cross dock is very similar to a continuous manufacturing process. There is no buffer of stock to decouple the inbound and outbound processes, and the operation takes place in a restricted area. However, in the retail chain, the workload alters with different orders and different days. Daily load differences vary by as much as 90%. This results in vastly different workloads and variations of throughput. This is similar to a batch operation with highly variable workloads between batches. The literature recommends the use of Just in Time (JIT) practice for cross docks. This is inappropriate as its primary requirements are continuous full volume operation and continuous small improvements to achieve a balanced operation. The most appropriate method of process improvement is the Theory of Constraints (TO C) and not JlT. • The management must have a detailed, disciplined approach. This implies standardised methods of operation, and a high degree of training. Equally there is the requirement for a special type of personnel to operate the cross dock. These operating personnel must be able to operate with precision (i.e. very low error rates) and be able to maintain this capability for continuous periods. • The systems required for a successful operation must include the capabilities of Yard Management, WMS for cross docking, Order Management with Advanced Shipping Notice (ASN) capability and Track and Trace across the supply chain. The items need to be identified by a barcode. The information required on the barcode will be determined by. the information systems capability of the least advanced service provider in the supply chain. If this service provider can receive and transmit all the data required for the supply chain from and to the other members, then the barcode need only be an identification number of the specific item. The data pertaining to the items is then passed from system to system in the supply chain. If data movement is not possible between all the parties in the entire supply chain, then the barcode must contain the information that will identify the item, the origin and the final delivery destination. If the items are delivered as part of a consignment, a further quantum of information is required to identify the total number of items in the consignment and the specific item within the consignment. • The research shows that the overall capability of the cross dock or its maximum capacity is the combination of the capability of the personnel and the cross dock design. Restrictions on either the personnel capability or the design of the cross dock, or both, severely reduces the effectiveness of the cross dock. • The previous research on the sequence of allocation of trucks to specific doors within the cross dock can be enhanced with a new sequencing method. The new method allocates the transport, in sequence of arrival, to the open door that either numrruses the walk distance in the facility; or maximises the completion of the consignments in order to minimise the area required to build the consignments; or a combination of both. The choice of these will be determined by the constraints imposed by the design of the building. This is an important extension as this ties the supply chain into the cross dock operation, rather than looking at the cross dock in isolation as has been done in this previous research. • The factors that influence the design of a cross dock as to its size, shape, number of doors, and the specifically required additional areas, is defined in detail. The principles of these factors and their inter-relationships and dependencies are used in a detailed design for a cross dock. The detailed design process is set out from data analysis through to the actual size calculations and layouts. Measurements of walk distance and sort movement are used to determine the most effective design. The design is shown to be considerably more effective than the older designs. This work has significantly extended the research on the design principles and success factors for implementation of cross docks in retail supply chains. The research derives a unique new classification for cross docks. An improvement is made to existing research on the allocation of the transport to particular doors in the cross dock. The operation, management and personnel are shown to require specific characteristics. The information systems required for effective cross docks is determined and defined. The identification of the individual items by barcode and the information required within the barcode depending on the information sophistication of the service providers in the supply chain is defined. A detail process to design a cross dock is evolved, with the full knowledge of the factors that must be considered and their interrelationships. Measurements to determine the effectiveness of the design are used to choose the most appropriate design. All these are then synthesised into a new design, which is far more effective than any of the other designs researched. The design process will produce a very effective cross dock as has been demonstrated with a new facility. / AFRIKAANSE OPSOMMING: geen opsomming

The grocery retailing industry is a key sector of the UK economy, accounting for 16% of consumer expenditure. As such developments in this sector will have an important effect on UK economic and social welfare. Arguably, competition in the sector has intensified in the last two decades. Yet significant consolidation in the sector has put it under the spotlight of the UK competition authorities. Previous research analysing factors affecting the performance and positioning of UK grocery retailers has tended to be restricted to a limited time period and a small sample size. This study extends this research by investigating industry evolution and factors affecting performance and industry structure with longitudinal panel data, covering a two-decade time period. The sample used covers a wide variety of grocery retailers with a range of different attributes over a significant period in the development of the industry, running from 1985 through to 2003. Strategic group theory is employed to study industry evolution and examine the effects of strategic positioning on performance. Specifically, fixed-effect panel econometric models are estimated at different levels of aggregation to analyse firm, industry and strategic group effects on the performance of retailers. Also, stochastic frontier models, in the form of Cobb-Douglas and Transcendental Logarithmic functions, are estimated at different levels of aggregation to analyse the efficiency of retailers in the sector. The results from cluster analysis on strategic groups suggest that industry structure is likely to become more concentrated, and the size of retailers will be a significant mobility barrier in the industry. The profitability analysis finds industry level factors and strategic group composition to be crucial in explaining performance differences. The efficiency analysis finds large retailers exhibiting economies of scale through operating large store formats to be significantly better positioned from smaller-format retailers with fewer outlets. Consistent and significant time dummies demonstrate the favourable macro environment enjoyed by the retailers for much of the 1990s. The analysis reveals potentially useful insights for retail managers, especially concerning the importance of positioning in the industry and the choice of strategic orientation. More generally, the study opens up further possibilities for future studies of performance and efficiency measurement over an even longer time as the sector continues to develop and shape the way consumers shop in the UK.

Bakgrund E-handel av livsmedel är en av de e-handelsbranscher som växer starkast i Sverige just nu. Enligt Svensk Digital Handel förväntas e-handel av livsmedel omsätta 5,7 miljarder kronor år 2016, vilket innebär en ökning med 38 procent från föregående år. Den första satsningen på e-handel av livsmedel gjordes i början av 2000-talet, dock lade de flesta aktörer inom branschen i Sverige ned efter bara några år. Idag år 2016 är denna typ av bransch mer mogen än vad den var då, på grund av snabbare internetuppkopplingar och att fler har datorvana och även större vana att handla på internet. Dock stod livsmedelshandeln på internet för endast 1,5 procent av den totala livsmedelshandeln i Sverige år 2015. Trots att e-handeln av livsmedel ökar är det alltså fortfarande många konsumenter i Sverige som inte köper livsmedel på internet. Syfte Syftet med studien är att identifiera barriärer till att handla lösplock av livsmedel på internet för konsumenter i Sverige som inte tidigare har använt sig av konceptet. Som en del av syftet ingår även att identifiera eventuella likheter och skillnader för olika typer av hushåll genom att analysera om barriärerna varierar beroende på hur hushållens utformning och förutsättningar ser ut. Genomförande Studien utgår från ett konsumentperspektiv och med en abduktiv ansats och en kvalitativ strategi genomfördes intervjuer med tio hushåll. De hushåll som deltog i intervjuerna hade ännu inte e-handlat livsmedel och det som undersöktes var varför de inte anammat konceptet. Ett uppföljningsmoment genomfördes därefter där de intervjuade hushållen bads att testa att handla livsmedel på internet för att sedan svara på några korta frågor i en uppföljningsintervju. Sju av hushållen medverkade i uppföljningsmomentet. För att sätta resultatet från de intervjuade hushållen i perspektiv och för att skapa bredd i studien genomfördes även en enkätundersökning där 154 respondenter deltog. Slutsats 38 barriärer till e-handel av livsmedel identifierades. Dessa barriärer har grupperats i följande kategorier: vana, sättet de handlar livsmedel på, att inget problem uppstår, personlighet, okunskap, fördelar med fysiska livsmedelsbutiker, negativa aspekter eller antaganden som de har till e-handel av livsmedel, att de inte har möjlighet samt att de är skeptiska. Alla barriärer som går under dessa kategorier presenteras i studien. Inga mönster som identifierar att barriärerna varierar beroende på hur hushållens utformning och förutsättningar ser ut kunde hittas. Att flera olika hushållstyper studerades kan dock tänkas ha bidragit till att många olika barriärer kunde identifieras. / Background Grocery e-commerce is one of the e-commerce sectors with the strongest growth in Sweden right now. According to Svensk Digital Handel, the expected turnover for grocery e-commerce in 2016 is 5,7 billion SEK, which is equal to an increase of 38 percent compared to the previous year. The initial investment in the grocery e-commerce industry was made around year 2000, however, most of the businesses in Sweden was shut down after only a few years. Today, this type of industry is more mature than it was at that time because of faster internet connections and that more people are used to using computers and shopping on the internet. But still the grocery e-commerce is responsible for only 1.5 percent of the total turnover in the grocery industry in Sweden in 2015. Despite the fact that the use of grocery e-commerce increases, there are still many Swedes who are not using the internet for buying groceries. Aim The study aims to identify barriers to buy groceries online for consumers in Sweden who have not previously used the concept. A part of the aim is also to identify possible similarities and differences of the different types of households by analysing if the barriers vary depending on the type of household. Completion The study is using a consumer perspective, and with an abductive and qualitative approach ten interviews was conducted. The households that participated in the interviews had not yet tried grocery shopping online and we examined why they did not yet adopt the concept. After the interviews all the households were asked to try the grocery e-commerce concept, of which seven of them took part. Those were asked a few questions in a follow-up interview. To put the results of the interviews of the households in perspective, and to broaden the study, a survey was also carried out, were 154 respondents participated. Conclusion 38 barriers to grocery e-commerce were identified. The barriers have been categorised info following categories: habit, the way they are buying groceries, there is no problem existing, personality, ignorance, that they prefer traditional grocery stores, negative aspects or assumptions about grocery e-commerce, that they do not have the opportunity and they are sceptical. All the barriers in these categories are presented in the study. No patterns that identifies that the barriers vary depending on the type of household could be found. That different household types were studied could however have contributed to the fact that many different types of barriers could be identified.

"Le Droit c'est l'instrument de réalisation d'un choix économique qui prolonge, lui-même, un choix politique fondamental" écrivait le Professeur Jean-Marc MOUSSERON. Poursuivant un choix politique de relance du pouvoir d'achat et / ou de lutte contre l'inflation, le droit économique a en effet cherché à protéger puis à encadrer la grande distribution. La prohibition du refus de vente, la prohibition de la majoration discriminatoire des prix ainsi que la prohibition des prix minimums imposés avaient ainsi pour objectif de protéger la concurrence de la grande distribution. La fragilisation du commerce indépendant traditionnel apparaît néanmoins comme un effet pervers de cette protection législative. Les pouvoir publics ont alors tenté de protéger cette forme de commerce traditionnel par des barrières à l'entrée légales anticoncurrentielles. En somme, soit les pouvoirs publics protègent la grande distribution au profit de la concurrence mais au détriment du commerce traditionnel, soit ils protègent le commerce traditionnel au détriment de la concurrence. Face à cette alternative il apparaît alors que seule une action législative tournée vers l'intérêt du consommateur -comme acteur de concurrence- permettra une régulation du marché de la distribution au profit tant de la concurrence de la grande distribution que du commerce traditionnel. / The French lecturer Jean-Marc MOUSSERON wrote that “law is the tool bringing economic choices into being, these economic choices themselves following fundamental political ones”. It is indeed by pursuing political choices such as the increase of the purchasing power or the reduction of consumer price that economic law protects and controls big retailers' action. By prohibiting the refusal to sell, the price discrimination practice and the minimum prices' resale practice, the French government tried indeed to protect the competition from grocery retailers. However as a consequence of this protection, small independent retailers lost their competitiveness. The French government tried hence to protect them by introducing anticompetitive legal barriers. To sum up, the government either protects the competition of grocery retailers to the detriment of traditional retailers or protects the small traditional retailers to the detriment of the competition. Bearing that alternative in mind, it seems that only a legislative action aiming to protect consumers will bring about a satisfyingly regulated retail market for the benefit of both the competition of grocery retailers and small retailers.