The food-shopping experience: A satisfaction survey of older Scottish consumers

International Journal of Retail & Distribution Management

Volumn 31, Issue 5, 2003, Pages 244-255

  Hare, Caroline ^a  

^a UNIVERSITY OF STIRLING   (United Kingdom)

Author keywords

Consumers; Disadvantaged groups; Food; Older consumers; Shopping

Indexed keywords

EID: 84986132591     PISSN: 09590552     EISSN: None     Source Type: Journal    
DOI: 10.1108/09590550310472415     Document Type: Article

References (77)

1. Abdel-Ghany, M. and Sharpe, D. (1997), “Consumption patterns among the young-old and old-old”, Journal of Consumer Affairs, Vol. 31 No. 1, pp. 90-112.
2. Acheson, D. (1998), Independent Inquiry into Inequalities in Health, The Stationery Office, London.
3. Adamson, C. (1993), “Evolving complaint procedures”, Managing Service Quality, Vol. 3 No. 2, pp. 439-44.
4. Barr, D. (1994), “Going grey”, Retail Week, 13 May, pp. 10-11.
5. Barratt, J. (1997), “The cost and availability of healthy food choices in southern Derbyshire”, Journal of Human Nutrition and Dietetics, Vol. 10, pp. 63-9.
6. Bell, J., Gilbert, D. and Woodlock, A. (1997), “Service quality in food-retailing operations: a critical incident analysis”, The International Journal of Retail, Distribution and Consumer Research, Vol. 7 No. 4, pp. 405-23.
7. Bitner, M., Booms, B. and Tetreault, M. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, January, pp. 71-84.
8. Braus, P. (1990), “What is good service?”, American Demographics, July, pp. 36-9.
9. Bromley, R. and Thomas, C. (1993), “The retail revolution, the carless shopper and disadvantage”, Transactions, Institute of British Geographers, Vol. 18, pp. 222-36.
10. Bromley, R. and Thomas, C. (1995), “Small town shopping decline: dependence and inconvenience for the disadvantaged”, International Review of Retail, Distribution and Consumer Research, Vol. 5 No. 4, pp. 433-56.
11. Bryman, A. and Cramer, D. (1999), Quantitative Data Analysis with SPSS Release 8 (with Appendix for SPSS Release 9) for Windows. A Guide for Social Scientists, Routledge, London.
12. Burnett, J. (1991), “Examining the media habits of the affluent elderly”, Journal of Advertising Research, October/November, pp. 33-41.
13. Bury, M. and Holmes, A. (1991), Life after Ninety, Routledge, London.
14. Clarke, J. and Moran, A. (1995), “An investigation into the current market for fruit in the UK and the measures taken to promote an increase in consumer consumption”, Nutrition & Food Science, Vol. 25 No. 6, pp. 5-10.
15. Competition Commission (2000), A Report on the Supply of Groceries from Multiple Stores in the United Kingdom, Competition Commission, London.
16. Cronin, J. and Taylor, S. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
17. Cummins, S. and Macintyre, S. (1999), “The location of food stores in urban areas: a case study in Glasgow”, British Food Journal, Vol. 101 No. 7, pp. 545-53.
18. Department of Health (1992), The Nutrition of Elderly People, HMSO, London.
19. Department of Health (1998), “Our healthier nation – a contract for health”, a consultation paper, The Stationery Office, London.
20. Department of Health (2000), “National strategy for neighbourhood renewal: improving shopping access for people living in deprived neighbourhoods”, paper for discussion, Policy Action Team 13.
21. Donkin, A., Dowler, E., Stevenson, S. and Turner, S. (1999), “Mapping access to food at a local level”, British Food Journal, Vol. 101 No. 7, pp. 554-64.
22. Donkin, A., Johnson, A., Lilley, J., Morgan, K., Neale, R., Page, R. and Silburn, R. (1998), “Gender and living alone as determinants of fruit and vegetable consumption among the elderly living at home in urban Nottingham”, Appetite, Vol. 30, pp. 39-51.
23. Ellaway, A. and Macintyre, S. (2000), “Shopping for food in socially contrasting localities”, British Food Journal, Vol. 102 No. 1, pp. 52-9.
24. Gelb, B. (1982), “Discovering the 65+ consumer”, Business Horizons, May-June, Vol. 42.
25. Gill, P. (1988), “Who's counting?”, Stores, May, pp. 33-5, 41, 43-4, 49-50.
26. Goodwin, D. and McElwee, R. (1999), “Grocery shopping and an ageing population: research note”, International Review of Retail, Distribution and Consumer Research, Vol. 9 No. 4, pp. 403-9.
27. Gorn, G., Goldberg, M., Chattopadhyay, A. and Litvack, D. (1991), “Music and information in commercials: their effects with an elderly sample”, Journal of Advertising Research, October/November, pp. 23-32.
28. Greco, A. (1986), “The fashion-conscious elderly: a viable, but neglected market segment”, Journal of Consumer Marketing, Vol. 3, pp. 71-5.
29. Gunter, B. (1998), Understanding the Older Consumer: The Grey Market, International Series in Social Psychology, Routledge, London,
30. Guy, C. (1985), “The food and grocery shopping behaviour of disadvantaged consumers: some results from the Cardiff consumer panel”, Transactions, Institute of British Geographers, Vol. 10, pp. 181-90.
31. Hare, C., Kirk, D. and Lang, T. (1999a), “Identifying the expectations of older food consumers. More than a ‘shopping list’ of wants”, Journal of Marketing Practice: Applied Marketing Science, Vol. 5 No. 6/7/8, pp. 213-32.
32. Hare, C., Kirk, D. and Lang, T. (1999b), “Understanding the older food consumer: the influences of retailing on Scottish consumers”, Academy of Marketing Proceedings of the Annual Conference, University of Stirling, 7-9 July.
33. Hare, C., Kirk, D. and Lang, T. (2001), “The food-shopping experience of older consumers in Scotland: critical incidents”, International Journal of Retail & Distribution Management, Vol. 29 No. 1, pp. 25-40.
34. Henson, S. (1992), “From high street to hypermarket. Food retailing in the 1990s”, in National Consumer Council (Ed.), Your Food: Whose Choice?, HMSO, London.
35. Hibbert, S., Piacentini, M. and Al-Dajani, H. (2000), “Socially excluded? Exploring the grocery shopping behavior of consumers in a ‘deprivation area’”, American Marketing Association, Winter, pp. 219-25.
36. Hughes, D. (1996), “Reversing market trends: the challenge for the UK fresh fruit sector”, British Food Journal, Vol. 98 No. 9, pp. 19-25.
37. Institute of Grocery Distribution (2000), Grocery Retailing 2000, The Market Review, Vol. 184, IGD Business Publications, Watford, pp. 204-5.
38. Johnson, R. and Cobb-Walgren, C. (1994), “Aging and the problem of television clutter”, Journal of Advertising Research, July/August, pp. 54-62.
39. Johnson-Hillery, J., Jikyeong, K. and Wen-Jan, T. (1997), “The difference between elderly consumers’ satisfaction levels and retail sales personnel's perceptions”, International Journal of Retail & Distribution Management, Vol. 25 No. 4, pp. 126-37.
40. Lambert, Z. (1979), “An investigation of older consumers’ unmet needs and wants at the retail level”, Journal of Retailing, Vol. 55 No. 4, pp. 35-57.
41. Lang, T. (1994), “Feeding the captive stomach: supermarkets, the consumer and competition policy”, XIV International Home Economics and Consumer Research Conference, Sheffield, 21-22 July, pp. 157-65.
42. Lang, T. and Caraher, M. (1998), “Access to healthy foods: part II. Food poverty and shopping deserts: what are the implications for health promotion policy and practice?”, Health Education Journal, Vol. 57, pp. 202-11.
43. Leighton, C., Seaman, C. and McGlade, M. (1996), “Supermarket shopping and the older consumer”, in Edwards, J. (Ed.), 1st International Conference on Culinary Arts and Science, Conference Proceedings, Bournemouth University, June, Worshipful Company of Cooks, Computational Mechanics, Southampton, pp. 405-14.
44. Low Income Project Team for the Nutritional Task Force (1996), Low Income, Food, Nutrition and Health: Strategies for Improvement, Department of Health, London.
45. Lumpkin, J. and Greenberg, B. (1982), “Apparel shopping patterns of the elderly consumer”, Journal of Retailing, Vol. 58 No. 4, pp. 68-89.
46. Lumpkin, J., Greenberg, B. and Goldstucker, J. (1985), “Marketplace needs of the elderly: determinant attributes and store choice”, Journal of Retailing, Vol. 61 No. 2, pp. 75-105.
47. McCartan-Quinn, D., McAleer, E. and Naqvi, I. (1996), “Service quality: a satisfaction survey of the elderly”, International Journal of Health Care Quality, Vol. 9 No. 3, pp. 4-10.
48. McGoldrick, P. (1990), Retail Marketing, McGraw-Hill Book Company, London.
49. McKie, L., Clark, G., MacLellan, M. and Skerratt, S. (1998), “The promotion of healthy eating: food availability and choice in Scottish island communities”, Health Education Research, Vol. 13 No. 3, pp. 371-82.
50. Mann, R., Adebanjo, O. and Kehoe, D. (1999), “Best practices in the food and drinks industry”, British Food Journal, Vol. 101 No. 3, pp. 238-53.
51. Marton-Williams, J. (1986), “Questionnaire design”, in Worcester, R. and Downham, J. (Eds), Consumer Market Research Handbook, McGraw-Hill Book Company, London, pp. 111-45.
52. Mason, J. and Bearden, W. (1979), “Satisfaction/dissatisfaction with food shopping among elderly consumers”, Journal of Consumer Affairs, Vol. 3 No. 2, pp. 359-69.
53. Mitchell, V. and Critchlow, C. (1993), “Dealing with complaints: a survey of UK grocery suppliers”, International Journal of Retail & Distribution Management, Vol. 21 No. 2, pp. 15-22.
54. Moschis, G. (1993), “Gerontographics”, Journal of Consumer Marketing, Vol. 10 No. 3, pp. 43-53.
55. Moschis, G., Lee, E. and Mathur, A. (1997), “Targeting the mature market: opportunities and challenges”, Journal of Consumer Marketing, Vol. 14 No. 4.
56. Mulhern, F. (1992), “Consumer wants and consumer welfare”, American Marketing Association, Winter, pp. 407-12.
57. Nazarko, L. (1993), “Nutritional problems in nursing homes”, Nursing Standard, Vol. 7 No. 27, pp. 33-6.
58. Oates, B., Shufeldt, L. and Vaught, B. (1996), “A psychographic study of the elderly and retail store attributes”, Journal of Consumer Marketing, Vol. 13 No. 6, pp. 14-27.
59. Office of National Statistics (1996), Family Spending 1995-96. A report on the 1995-96 Expenditure Survey, The Stationery Office, London.
60. Office of National Statistics (1998), Social Trends 28, The Stationery Office, London.
61. Office of National Statistics (2000), Social Trends 30, The Stationery Office, London.
62. Peattie, S. (1998), “Promotional competitions as a marketing tool in food retailing”, British Food Journal, Vol. 100 No. 6, pp. 286-94.
63. Peterson, R. and Wilson, W. (1992), “Measuring customer satisfaction: fact and artifact”, Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 61-71.
64. Scherman, E. and Schiffman, L. (1991), “Value orientations of new-age elderly: the coming of an ageless market”, Journal of Business Research, Vol. 22, pp. 187-94.
65. Schmidt, R., Segal, R. and Cartwright, C. (1994), “Two-stop shopping or polarization? Whither UK grocery retailing?”, International Journal of Retail & Distribution Management, Vol. 22 No. 1, pp. 12-19.
66. Scottish Office, Department of Health (1996), “Scotland's health, a challenge to us all”, Eating for Health, HMSO, Edinburgh.
67. Scottish Office, Home & Health Department (1993), “The Scottish diet: Scotland's health, a challenge to us all”, Report of a working party to the Chief Medical Officer for Scotland, HMSO, Edinburgh, pp. 45-91.
68. Skerratt, S. (1999), “Food availability and choice in rural Scotland: the impact of ‘place’”, British Food Journal, Vol. 101 No. 7, pp. 537-44.
69. Smith, G. (1991), “Grocery shopping patterns of the ambulatory urban elderly”, Environment and Behavior, Vol. 23 No. 1, pp. 86-114.
70. Stitt, S., O’Connell, C. and Grant, D. (1995), “Old, poor and malnourished”, Nutrition and Health, Vol. 10 No. 2, pp. 135-54.
71. Tepper, K. (1994), “The role of labeling processes in elderly consumers’ responses to age segmentation cues”, Journal of Consumer Research, Vol. 20, pp. 503-19.
72. Tynan, C. and Drayton, J. (1988), “The neglect of the older consumer”, Journal of Consumer Studies and Home Economics, Vol. 12, pp. 159-71.
73. Vanderleest, H. and Borna, S. (1998), “A structured approach to handling consumer complaints”, Retail Control, Vol. 56 No. 8, pp. 14-19.
74. Wallis, Z. (1994), “The age-old problem”, Retail Week, 4 November, p. 8.
75. Westbrook, R. (1981), “Sources of consumer satisfaction with retail outlets”, Journal of Retailing, Vol. 57 No. 3, pp. 68-83.
76. Westlake, T. (1993), “The disadvantaged consumer: problems and policies”, in Bromley, R. and Thomas, C. (Eds), Retail Change Contemporary Issues, UCL Press Ltd, London, pp. 172-90.
77. Wylie, C., Copeman, J. and Kirk, S. (1999), “Health and social factors affecting the food choice and nutritional intake of elderly people with restricted mobility”, Journal of Human Nutrition and Dietetics, Vol. 12, pp. 375-80.