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Purpose – The purpose of this paper is to test a conceptual model by means of which we try to establish the influence of store satisfaction and other variables (gender, mobility and availability of alternative stores) on consumers’ responses to out-of-stock (OOS) situations.
Design/methodology/approach – The authors used a standardized questionnai...
Citations
... This situation affects the company a lot since the customer usually has three options: change store, change the outcome, or postpone the delivery time when not finding the product. The first has a negative effect, and the other has a relatively positive impact-total sales losses caused by the out-of-stocks amount to 3.9% worldwide [1]. ...
In many cases, warehouse logistics in the
distribution SMEs usually do not have a standardization,
structure, and methodology for the reception, storage, and
dispatch. Most of the flows within the warehouse tend to occur
over time, but there is no feedback or a choice of logistics tools
to make it more efficient. This lack of tools causes problems such
as a non-existent flow of information, a lack of warehouse
organization, inventory control, and a non-existent work
protocol. These problems cause the customer satisfaction index
to shallow since mishaps usually occur during order delivery.
The general objective of this research is to increase the indicator
of complete orders, so the root causes of the problem are
identified and quantified. After that, a model based on
implementing Lean Warehousing tools such as multi-criteria
ABC, 5S, Kardex and work standardization, and BPM
methodology was also applied. Subsequently, the model's
reliability was guaranteed using a simulation through Arena
software and a pilot test. Finally, the model increased the
indicator of orders entirely delivered by 12%. Likewise, as a
secondary consequence, other indicators were increased:
inventory record accuracy, location registration accuracy,
coverage, cycle time, and productivity by 16%, 32%, 57%, 3%,
and 24%, respectively.
... When a product is out of stock, and a consumer is brand loyal, research has shown that the customer will go to another location to buy their product (Grubor et al., 2017) Research has also shown that assortment variety perceptions are a key component of a grocery stores assortment, such as variety of brands, flavors, package sizes and quality ranges (Bauer et al., 2012). Customers have many choices in products and product assortment is a key differentiator in a c-store. ...
The digital age has posed challenges to the convenience store (c-store) industry regarding the types of technology investment required to compete in the digital world, and the c-store industry has experienced years of customer count declines. This research empirically examines what store stimuli are important to c-store consumers and how these factors affect the customer experience, satisfaction, and revisit intentions. The data were collected from 502 c-store consumers, and the covariance-based structural equation modeling technique was used to test the hypothesized associations. We found that hedonic customer experience mediates the association between store image, price, service quality, omnichannel, and customer satisfaction. Utilitarian customer experience mediates the association between store image, product assortment, price, and customer satisfaction. In addition, customer satisfaction has a positive effect on the revisit intentions. The findings of the research contribute to the theory building of customer experience of convenience stores. This research reveals that emphasizing hedonic experiences could be the answer to reversing the declining consumer trips in the convenience store industry. Theoretical and practical implications are discussed.
... Outro fator que se faz necessário ao estudo da ruptura de estoque é a perda de clientes e de possíveis vendas futuras para o concorrente direto. É possível dizer que o comerciante facilita a troca de loja para a concorrente quando não cuida da questão de ruptura de estoque (CHISHTY et al., 2015;GRUBOR;MILICEVIC;DJOKIC, 2017). ...
... Outro fator que se faz necessário ao estudo da ruptura de estoque é a perda de clientes e de possíveis vendas futuras para o concorrente direto. É possível dizer que o comerciante facilita a troca de loja para a concorrente quando não cuida da questão de ruptura de estoque (CHISHTY et al., 2015;GRUBOR;MILICEVIC;DJOKIC, 2017). ...
... Outro fator que se faz necessário ao estudo da ruptura de estoque é a perda de clientes e de possíveis vendas futuras para o concorrente direto. É possível dizer que o comerciante facilita a troca de loja para a concorrente quando não cuida da questão de ruptura de estoque (CHISHTY et al., 2015;GRUBOR;MILICEVIC;DJOKIC, 2017). ...
Stock breaking has been one of the major challenges retailers have faced in recent years. Stock rupture rate remains at 8% and studies have been conducted to analyze consumer reaction to product unavailability. The objective of this work was to verify the behavior of consumers in the face of the stock breakdown of some categories of products in a retail chain. Data collection was carried out through structured questionnaires. For analysis was used statistical multivariate logistic regression technique. The results showed that there was no statistically significant influence of gender, age, preference for brand, frequency of purchase and planning of purchase in advance on the decision of the consumer when he/she is faced with the absence of the product of his interest in the store visited. On the other hand, when the store under analysis was the first consumer choice when thinking about product acquisition, consumers of high value-added products showed loyalty to the store, even to the detriment of the brand initially chosen as the preferred one. In the case of a low value item, such behavior did not occur. This conclusion has managerial implications because it shows that, for high value-added products, the store has an important influence on the consumer's purchase decision, even when it initially has an interest in a specific brand. Thus, focusing on customer loyalty to the point of sale may, in some cases, be even more significant than brand loyalty.
... In fact, according to E. Quirino des Sampaio, M. Sampaio (2016), the rates reported from J. O. Peckham (1963) Buzek (2008) argue that true out of stock rates are much higher than these provided. Particially because of the use of a more expanded definition of stockout items, they calculate stockouts equal to 17.8 percent (Grubor, Milicevic, Djokic, 2017). Such a rate of stockout indicates that stockout problem in retail is still relevant and still needs investigation. ...
Due to the relevance of stockouts in the retail sector together with their significantly negative effect both on retail and the whole supply chain, this paper offers a theoretical review of the stockout definition, rates, its main causes and consequences.
Supply capability and strategic customer behavior jointly influence the operations management in a supply chain (SC). Few studies have been conducted to reflect such a composite impact from the supply side and the demand side. The aim of our article is to fill this gap by focusing on the SC facing strategic customers under demand and yield uncertainty. Specially, we emphasize the importance of replenishment tactic in keeping a stable supply level, and discuss the corresponding impact on the input quantity decision of the SC under yield uncertainty. Two scenarios are investigated: (i) without the market service-level (MSL) constraint and (ii) with the MSL constraint. The SCs under different scenarios are coordinated by various contracts. Meanwhile, by adjusting corresponding contract parameters, the SC members can achieve Pareto improvement. The numerical analyses are used to examine the validity of the conclusions derived.
In recent years, stock-outs significantly affects commercial enterprises with deficit equivalent to a large percentage of the total sales, due to its impact on current and future demand, regardless of their financial success. Carried out a qualitative and quantitative analysis of the current situation to identify the problem. In addition, the root causes were identified with the help of quality tools such as Pareto chart and Ishikawa and a questionnaire based on the SCOR model and management indicators. In this way why it is proposed a replenishment system applying models of inventories with continuous review and quantitative forecasts. The proposal consists of five phases: (i) identify the key products; (ii) Do quantitative forecasting; (iii) Determine inventory levels. (iv) Establish the new flow of information; (v) Establish new policies and procedures. We evaluate the models of inventories and forecasts through the program @Risk.
