COVID-19, digital transformation, consumers' experience: Factors influencing satisfaction and loyalty in food retail

dc.contributor.authorBaptista, Bárbara Martins
dc.contributor.authorFaria, Sílvia
dc.date.accessioned2024-01-17T16:13:47Z
dc.date.available2024-01-17T16:13:47Z
dc.date.issued2024-01-01
dc.description.abstractCovid-19 and repercussions on a global scale made individuals see their lives interrupted, having to adapt to different contexts of everyday life. They saw their shopping habits and priorities changed, especially in terms of food. The study aims to analyze which factors have become more and less valued by Portuguese retail food buyers during and after this unusual time period. It also wants to see digital evolution's impact in off and online consumption. A quantitative study was developed through a questionnaire to a final sample of 404 Portuguese consumers. Data shows a huge importance to the stores' hygiene and high insecurities related to products' quality, freshness, and preservation. It also shows that individuals purchased more in physical stores, despite confinement and restrictions. Digital and e-commerce are just sources of information. A major limitation of the study is the use of a non-probabilistic convenience sample, despite the good number of participants. However, it proves that an omnichannel strategy is crucial to promote customers' satisfaction and loyalty.
dc.identifier.citationBaptista, B. M., & Faria, S. (2024). COVID-19, digital transformation, consumers' experience: Factors influencing satisfaction and loyalty in food retail. In J. Remondes, P. Madeira, & C. Alves (Eds.), Connecting With Consumers Through Effective Personalization and Programmatic Advertising, (pp. 1-22). IGI Global. 10.4018/978-1-6684-9146-1.ch001. Repositório Institucional UPT. https://hdl.handle.net/11328/5345
dc.identifier.doi10.4018/978-1-6684-9146-1.ch001
dc.identifier.isbn9781668491461
dc.identifier.urihttps://hdl.handle.net/11328/5345
dc.language.isoeng
dc.publisherIGI Global
dc.relation.hasversionhttps://www.igi-global.com/chapter/covid-19-digital-transformation-consumers-experience/336641
dc.rightsrestricted access
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/
dc.subjectCustomer journey maps
dc.subjectEmerging technologies
dc.subjectInternet of things
dc.subjectCustomer Relationship Management
dc.subjectResearch online
dc.subjectpurchase offline
dc.titleCOVID-19, digital transformation, consumers' experience: Factors influencing satisfaction and loyalty in food retail
dc.typebook part
dspace.entity.typePublication
oaire.citation.endPage22
oaire.citation.startPage1
oaire.citation.titleConnecting With Consumers Through Effective Personalization and Programmatic Advertising
person.affiliation.nameREMIT – Research on Economics, Management and Information Technologies
person.familyNameFaria
person.givenNameSílvia
person.identifier.ciencia-id1D19-2036-56AF
person.identifier.orcid0000-0002-7672-3972
person.identifier.ridAEE-0340-2022
person.identifier.scopus-author-id57216458139
relation.isAuthorOfPublication8386d958-d5bd-4108-a2a5-dfb226529fdf
relation.isAuthorOfPublication.latestForDiscovery8386d958-d5bd-4108-a2a5-dfb226529fdf

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