Packaging-free practices in food retail: the impact on customer loyalty

• Type: Article in International Scientific Journal
• Date: 2023

Authors

Barbosa, B (Author) FEP; Shojaei, AS (Author) Other; Miranda, H (Author) Other

Journal

Title: Baltic Journal of Management

Vol. 18 No. 4

Pages: 474-492

ISSN: 1746-5265

Publisher: Emerald

Indexing

ISI Web of Knowledge - 7 Citations

Scopus - 11 Citations

Other information

Authenticus ID: P-00Y-PCY

DOI: 10.1108/bjm-10-2022-0386

Abstract (EN): PurposeThis study analyzes the impact of packaging-free practices in food retail stores, particularly supermarkets, on customer loyalty.Design/methodology/approachBased on the literature on the impacts of sustainable practices and corporate social responsibility (CSR) policies on consumer behavior, this study defined a set of seven hypotheses that were tested using data collected from 447 consumers that regularly buy food products at supermarkets. The data were subjected to structural equation modeling using SmartPLS.FindingsThis study confirmed that packaging-free practices positively influence brand image, brand trust, satisfaction and customer loyalty. The expected positive impacts of brand image and satisfaction on customer loyalty were also confirmed. However, the expected impact of brand trust on customer loyalty was not confirmed.Practical implicationsThis article demonstrates how a competitive sector can reap benefits from implementing sustainable practices in the operational domain, particularly by offering packaging-free products at the point of purchase. Thus, as recommended, general retail stores (e.g. supermarkets) gradually increase the stores' offering of packaging-free food products, as this practice has been shown to have positive impacts not only on brand image, but also on customer satisfaction and loyalty.Originality/valueThis study extends the literature on the effects of sustainable practices on customer loyalty, by focusing on a specific practice. Furthermore, this study contributes to the advancement of research on packaging-free practices in retail by developing a research framework and providing evidence on the direct and indirect effects of this specific practice on customer loyalty.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 19