- Description and Aims
- Current Projects
- HDR Students
- Recent/Forthcoming Events
- A Selection of Recent Publications
Description and Aims
The Consumers and Retail Research Unit (CRRU) aims to facilitate and foster academic study into how consumers interact with the retail sector. The unit is an umbrella 'virtual' organization across the research strengths of the Department of Marketing but aims to also cooperate with staff from other departments and faculties.
The unit benefits from the presence at Monash of ACRS (formerly known as the Australian Centre for Retail Studies),which is a separate, commercially based, centre for applied research and industry leadership within the Department of Marketing. The ACRS has operated as a centre of retail expertise for over 30 years. The CRRU is the academic counterpart of the ACRS and cooperates with the ACRS where possible, for example in developing industry links for funding applications and the dissemination of new knowledge to industry and applied researchers.
The Retail Industry is one of the most important sectors in the economy, providing over 15 per cent of all employment and including some of the largest and most admired companies worldwide. Retailing deals with a large variety of products – ranging from physical products such as packaged goods, to intangible products such as financial services or travel. Traditionally, this sector comprised mostly small businesses who typically invested very little in research, however, these days the retail sector is a driver of technological and managerial change. The importance of retailing for consumers does not need much explanation: most people deal as consumers with retailers almost every day and for many people shopping plays an important part in their lives!
There is a long tradition of academic retail research, with the Journal of Retailing being the oldest journal in the marketing discipline. Retail research spans across a range of disciplines, including economics, geography, marketing and management, psychology, sociology and transportation, to mention a few. Recent years however has seen a further increase in the interest in retail studies.
At Monash University this increased interest is evidenced by a substantial increase in research output over in the last few years. Staff published in top tier scholarly journals, including the Journal of Retailing, Journal of Consumer Research, Journal of Marketing Research, Journal of Service Research, and Marketing Science. Staff were successful in competitive grant applications such as ARC grants and attracted external industry funding. Last but not least there in increasing number of Higher Degree students (Mphil, PhD or DBA) choosing retail topics for their dissertation studies. Several of the CRRU staff also participate in the Experimental Design research group. This group has access to the Business and Economics Behavioural Lab, a state-of-the-art facility for research into consumer perception and decision making processes including brand perceptions, information search and store choice.
- consumer decision making
- consumer culture
- consumer trends
- shopping behaviour
- choice modelling
- demand analysis
- market analysis
- spatial analysis
- retail brands
- store location
- store atmosphere
- services in retail
- experiential retail
- shopping centre research
- Dr Harmen Oppewal, Professor, Marketing Department (Director)
- Mark Bender, Lecturer, Department of Business Law and Taxation
- Dr Jan Brace-Govan, Associate Professor, Department of Marketing
- Dr Tracey Dagger, Associate Professor, Department of Marketing
- Dr Peter Danaher, Professor, Department of Marketing
- Carla Ferraro, Research Fellow, ACRS
- Dr Yongfu He, Senior Lecturer, Department of Marketing
- Junzhao Ma, Lecturer, Department of Marketing
- Dr Isabella Maggioni, Research Fellow and Senior Research Consultant, ACRS
- Dr Margaret Matanda, Senior Lecturer, Department of Marketing
- Dr Mauricio Palmeira, Senior Lecturer, Department of Marketing
- Dr Sean Sands, Senior Research Fellow and Research Director, ACRS
- Satheeshkumar Seenivasan, Lecturer, Department of Marketing
- Dr Dominic Thomas, Senior Lecturer, Department of Marketing
- Dr Dewi Tojib, Senior Lecturer, Department of Marketing
- Dr Yelena Tsarenko, Associate Professor, Department of Marketing
Current Research Projects
Current research projects focus on:
- Consumer shopping behaviour
- Assortment perceptions
- Store location and agglomeration effects
- Store names as brand names
- Store atmosphere and the retail experience
- The role of personal selling
- Loyalty programs in retail
- Distribution issues in the automotive sector
- Franchising in retail
- Corporate social responsibility in retail
- Ethnic minorities and store choice
- Online impulse purchase behaviour
- Consumer channel choice
- Sequential choice analysis and multipurpose shopping
- Food retailing competition at the micro-level
- Refuelling behaviour and consideration set formation
There is also a continuing program of commissioned research (with the ACRS) for the International Car Distribution Programme Australia
Number of HDR Students
10 - See marketing website.
Recent or Forthcoming Events
A Selection of Recent Publications (by year)
2012 Journal publications
- Clarke, I., Kirkup, M., &Oppewal,Harmen. (2012). Consumer satisfaction with local retail diversity in the UK: Effects of supermarket access, brand variety and social deprivation. Environment and Planning A 44(8), 1896-1911.
- Dagger,Tracey, & David, M. (2012). Uncovering the real effect of switching costs on the satisfaction-loyalty association: The critical role of involvement and relationship benefits.European Journal of Marketing, 46(3/4), 447-468.
- Danaher,Peter,&Dagger,Tracey. (2012). The 38-Percent Solution.Journal of Advertising Research, 52(2), 225-233.
- Danaher,Peter,&Dagger,Tracey. (2012). Using a Nested Logit Model to Forecast Television Ratings.International Journal of Forecasting, 28(3), 607-622.
- Gurrieri, L., Previte, J., &Brace-Govan,Jan. (Online 27/12/12). Women’s Bodies as Sites of Control: Inadvertent Stigma and Exclusion in Social Marketing.Journal of Macromarketing, 1-16.
- Huang, Y.,Oppewal,Harmen,&Mavondo,Felix. (Online 11/06/12). The Influence of ethnic attributes on ethnic consumer choice of service outlet.European Journal of Marketing, 47(5/6).
- Malhotra, N.,Mavondo,Felix, Mukherjee, A., & Hooley, G. (Online 3/03/12). Service quality of frontline employees: A profile deviation analysis.Journal of Business Research.
- Mao, Wen,&Oppewal,Harmen. (2012). The attraction effect is more pronounced for consumers who rely on intuitive reasoningMarketing Letters, 23(1), 339-351.
- McColl-Kennedy, J. R., Vargo, S. L.,Dagger,Tracey, Sweeney, J. C., & van Kasteren, Y. (2012). Health Care Customer Value Co-creation Practice Styles.Journal of Service Research, 15(4), 370-389.
- Nguyen, D. T., McColl-Kennedy, J., &Dagger,Tracey. (2012). Matching Service Recovery Solutions to Customer Recovery Preferences. European Journal of Marketing, 46(9), 1171-1194.
- Oppewal,Harmen, Tojib,Dewi, & Louvieris, P. (Online 22/02/12). Experimental Analysis of Consumer Channel-mix Use.Journal of Business Research.
- Pramono,Ari, &Oppewal,Harmen. (2012a). Accessibility and the role of the Consideration Set in Spatial Choice Modelling: A Simulation Study.Journal of Choice Modelling, 5(1), 46-63.
- Qiu, C., Popkowski Leszczyc, P. T. L., &He,Yongfu. (2012). Factors Affecting Price Setting in Online Auctions. Journal of Revenue and Pricing Management, 11(3), 289-302.
- Raciti, M. M., Ward, T., &Dagger,Tracey. (Online 3/06/12). The Effect of Relationship Desire on Consumer-to-Business Relationships.European Journal of Marketing, 47(3/4).
- Stakhovych,Stanislav, Bijmolt, T. H. A., & Wedel, M. (2012b). Spatial dependence and heterogeneity in Bayesian Factor Analysis: A cross-national investigation of Schwartz Values.Multivariate Behavioral Research, 47(6), 803-869.
- Strizhakova, Y.,Tsarenko,Yelena, & Ruth, J. A. (2012). "I'm mad and I can't get that service failure off my mind": Coping and rumination as mediators of anger effects on customer intentions. Journal of Service Research, 15(4), 414-429.
- Tojib,Dewi,&Tsarenko,Yelena. (2012). Post-adoption modeling of advanced mobile service use.Journal of Business Research, 65(7), 922-928.
- Tsarenko,Yelena, & Strizhakova, Y. (Online 28/05/12). Coping with Service Failures: The role of emotional intelligence, self-efficacy and intention to complain.European Journal of Marketing, 47(1/2).
- Tsarenko,Yelena,&Tojib,Dewi. (2012b). The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes.Journal of Marketing Management, 28(9-10), 1217-1239.
- Van Rijnsoever, F., &Oppewal,Harmen. (2012). Predicting early adoption of successive video player generations.Technological Forecasting & Social Change, 79(3), 558-569.
- Worthington,Steve,& Durkin, M. (2012). Co-destruction of value in context: Cases from retail banking.The Marketing Review, 12(3), 291-307.
2011 Journal publications
- Bowden, J.L.H. &Dagger, Tracey. (2011) To delight or not to delight? An investigation of loyalty formation in the restaurant industry.Journal of Hospitality Marketing and Management,20(5).
- Dagger, Tracey& Raciti, M.M. (2011) Matching consumers’ country and product image perceptions: An Australian perspective.Journal of Consumer Marketing,28(3).
- Dagger, Tracey, David, M.E. & Ng, S. (2011) Do relationship benefits and maintenance drive commitment and loyalty?Journal of Services Marketing,25(4).
- Danaher, Peter& Rossiter, J.R. (2011) Comparing perceptions of marketing communication channels.European Journal of Marketing,45(1/2).
- Danaher, Peter,Dagger, Tracey& Smith, M.S. (2011) Forecasting television ratings.International Journal of Forecasting,27(4).
- Danaher, Peter, Roberts, J.H., Roberts, K. & Simpson, A. (2011) Applying a dynamic model of consumer choice to guide brand development at Jetstar Airways.Marketing Science,30(4).
- Gabbott, M.,Tsarenko, Yelena& Mok, W.H. (2011) Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure.Journal of Service Research,14(2).
- Gountas, S., Gountas, J.,Mavondo, Felix & Ewing, Michael. (2011) Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption.Tourism Analysis,16(4).
- Griffiths, Maureen. (2011) Those who come to pray and those who come to look: interactions between visitors and congregations.Journal of Heritage Tourism,6(1).
- Ho, H.D., Ganesan, S. &Oppewal, Harmen. (2011) The impact of store-price signals on consumer search and store evaluation.Journal of Retailing,87(2).
- Iyenghar, R., Jedidi, K., Essegaier, S. &Danaher, Peter. (2011) The impact of tariff structure on customer retention, usage and profitability of access services.Marketing Science,30(5).
- Morrison, M., Gan, S., Dubelaar, C. &Oppewal, Harmen. (2011) In-store music and aroma influences on shopper behaviour and satisfaction.Journal of Business Research,64(6).
- Mulyanegara, R.C.,Tsarenko, Yelena & Mavondo, Felix. (2011). Church Marketing: The effect of market orientation on perceived benefits and church participation.Services Marketing Quarterly,32(1).
- Ng, S., David, M. E. &Dagger, Tracey. (2011. Generating Positive word-of-mouth in the service experience.Managing Service Quality,21(2).
- Nyadzayo, Munyaradzi, Matanda, Margaret & Ewing, Michael. (2011) Brand relationships and brand equity in franchising.Industrial Marketing Management,40(7).
- Palmeira, Mauricio&Thomas, Dominic. (2011) Two-Tier Store Brands: The benefic impact of a value brand on perceptions of a premium brand.Journal of Retailing,87(4).
- Palmeira, Mauricio. (2011) The Zero-comparison effect.Journal of Consumer Research, 38(1).
- Peng, L.,He, Yongfu& Wan, X. (2011) Devil or Angel? How the virtual testing environment can affect product evaluations.International Journal of Market Research,53(3).
- Rajaguru, R. &Matanda, Matanda. (2011) Role of inter-organisational compatibility and IOIS integration in large firms and SMEs retailing chains.Asia Pacific Journal of Marketing and Logistics,23(2).
- Sands, Sean, Harper, Elly &Ferraro, Carla. (2011) Customer-to-noncustomer interactions: Extending the ‘social’ dimension of the store environment.Journal of Retailing and Consumer Services,18(5).
- Tsarenko, Yelena & Tojib, Dewi. (2011) A transactional model of forgiveness in the service failure context: A customer-driven approach.Journal of Services Marketing,25(5).
- Worthington, Steve,Thompson, F. M., &Stewart, David. (2011) Credit cards in a Chinese cultural context: The young, affluent Chinese as early adopters.Journal of Retailing and Consumer Services,18(6).
- Worthington, Steve. (2011) Banking without the banks.International Journal of Bank Marketing,29(2).
- Yuen, Y.Y.,Yeow, Paul& Connolly, R. (2011) Mobile phone satisfaction in Malaysia: A demographic analysis.International Journal of Mobile Communications, 9(4).
2010 Journal publications
- Berthon, P. R., Pitt, L. F., Halvorson, W.,Ewing, M. T., & Crittenden, V. (2010). Advocating Avatars: The Salesperson in Second Life. [Full paper].Journal of Personal Selling & Sales Management, 30(3), 14. doi: 10.2753/PSS0885-3134300301
- Brace-Govan, J., & Binay, I. (2010). Consumption of Disposed Goods for Moral Identities: A Nexus of Organisation, Place, Things and Consumers.Journal of Consumer Behaviour, 9(1), 69-82. doi: 10.1002/cb
- Caruana, A., &Ewing, M. (2010). How corporate reputation, quality, and value influence online loyalty. [Journal].Journal of Business Research, 63(9-10), 8. doi: 10.1016/j.jbusres.2009.04.030
- de Burgh-Woodman, H., &Brace-Govan, J. (2010). Vista, vision and visual consumption from the Age of Enlightenment.Marketing Theory, 10(2), 19. doi: 10.1177/1470593110366908
- Mao, W., &Oppewal, H. (2010). Did I choose the right university? How post-purchase information affects cognitive dissonance, satisfaction and perceived service quality.Australasian Marketing Journal, 18(1), 28-35.
- Mulyanegara, R. C.,Tsarenko, Y., & Mavondo, F. T. (2010). An empirical investigation on the role of market orientation in church participation.International Journal of Nonprofit and Voluntary Sector Marketing, 15(4), 13. doi: 10.1002/nvsm.399
- Oppewal, H., Paas, L., Crouch, G., & Huybers, T. (2010). Segmenting consumers based on how they spend a tax rebate: An analysis of the Australian stimulus payment.Journal of Economic Psychology, 31(4), 10. doi: 10.1016/j.joep.2010.03.013
- Revels, J., Tojib, D., & Tsarenko, Y. (2010). Understanding Consumer Intention to Use Mobile Services.Australasian Marketing Journal, 18(2), 74-80.
- Sands, S., & Ferraro, C. (2010). Retailers' Strategic Responses to Economic Downturn: Insights from Down Under.International Journal of Retail and Distribution Management, 38(8), 11. doi: 10.1180/09590551011057408
- Sands, S., Ferraro, C., & Luxton, S. (2010). Does the online channel pay? A comparison of online versus offline information search on physical store spendInternational Review of Retail, Distribution, and Consumer Research, 20(4), 14. doi: 10.1080/09593969.2010.504006
- Saunders, S. G. (2010). Consumer Generated Media and Product Labelling: Designed in California, Assembled in China.International Journal of Consumer Studies, 34(4), 474-480.
- Saunders, S. G., & Lynn, M. (2010). Why Tip? An Empirical Test of Motivations for Tipping Car Guards.Journal of Economic Psychology, 31(1), 106-113. doi: 10.1016/j.joep.2009.11.007
- Saunders, S., & Petzer, D. (2010). The interrelationship between service quality, satisfaction, behavioural intention by customer stage in the service process . Management Dynamics, 19(1), 25-34.
- Tojib, D., Sugianto, L.-F., Martin, L., & Cloete, E. (2010). Validation of the B2E Portal User Satisfaction (B2EPUS) Scale: Empirical Evidence from South Africa.Journal of Electronic Commerce in Organizations, 8(1), 83-97.
- Worthington, S. (2010). Information is Useful, but Knowledge is Power! Loyalty Programmes and how they can Benefit Retailers.European Retail Research, 24(11), 24.
2009 Journal publications
- Chao, C.-W., Reid, M., & Mavondo, F. (2009). The influence of consumer innovativeness on really new product adoption. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Ferraro, C., & Sands, S. (2009). 'Greentailing': a key to thriving in the recession? Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Healy, M., Beverland, M., & Oppewal, H. (2009a). Autonomy, control and importance: a renaissance for the three 'Lost' pillars of dominance. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Healy, M., Beverland, M., & Oppewal, H. (2009b). Orchestrating the Experience: Authorship of the Soul. The Case of Mag Nation Melbourne. In A. Lindgreen, Vanhamme, J., and Beverland, M. (Ed.), Memorable Customer Experiences (pp. 101-117). UK: Gower Publishing Ltd., Gower House, Aldershot, Hants, UK.
- Khajehzadeh, S., Oppewal, H., & Tojib, D. (2009). How consumers value mobile coupon services: a conceptual model and research propositions. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Luxton, S., Mahmood, U., & Ferraro, C. (2009). Mobile phone marketing: challenges and perceived attitudes. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- McIver, P., Luxton, S., & Sands, S. (2009). Multichannel retailing: the relationship between search and purchase channel choice. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Mitchell, N., Oppewal, H., & Beverland, M. (2009). Great expectations: the power of store atmosphere and merchandise effects on customers' perceptions of a retail salesperson. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Oppewal, H., Huybers, T., & Crouch, G. (2009). Modelling Australian Tourism Consumers' Choice of Holiday Destination and Experience: CRC for Sustainable Tourism.
- Oppewal, H., Paas, L. J., Crouch, G. I., & Huybers, T. (2009). Segmenting Consumers Based on How They Spend a Tax Rebate: An Analysis of the Australian Stimulus Payment. Paper presented at the The 2009 Australian and New Zealand Marketing Academy (ANZMAC). Retrieved from Abstract only - for special sessions
- Porublev, E., Brace-Govan, J., Minahan, S., & Dubelaar, C. (2009). To wrap or not wrap? What is expected? Some initial findings from a study on gift wrapping. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Rajaguru, R., & Matanda, M. (2009). Influence of Organizational Integration on Business Performance: The Mediating Role of Organisational-Level Supply Chain Functions. Journal of Enterprise Information Management, 22(4), 456-467.
- Reimers, V., & Clulow, V. (2009a). Retail centre convenience: its' influence over consumer patronage behaviour. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Reimers, V., & Clulow, V. (2009b). The role of convenience in the evolution of the mall. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Reimers, V., & Clulow, V. (2009c). The role of convenience in the evolution of the mall. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC).
- Revels, J., Tojib, D., & Tsarenko, Y. (2009). Factors influencing consumers' intentions to use mobile commerce. Paper presented at the The 11th Global Business and Technology Association (GBATA) conference.
- Sands, S., Oppewal, H., & Beverland, M. (2009). The effect of in-store themed events on consumer store choice. Journal of Retailing and Consumer Services, 16(5), 386-395.
- Ting, S., Dawson, L., & Dubelaar, C. (2009). Understanding IT Adoption and Consumption within the Social Structure of a Consumer's Economy. Paper presented at the The 15th Americas Conference on Information Systems (AMCIS) 2009.
- Tsarenko, Y., & Tojib, D. (2009). Examining Customer Privacy Concerns in Dealing with Financial Institutions. Journal of Consumer Marketing, 26(7), 468-476.
- Vocino, A., & Oppewal, H. (2009). What's in a name: using a cue diagnosticity framework to understand consumer product search behaviour. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) 2009.
- Worthington, S. (2009a). Can Retailer's move into the provision of Financial Services? The case for and against. Paper presented at the European Association for Education and Research in Commercial Distribution 15th Conference of the European Association for Education and Research in Commercial Distribution (EAERCD).
- Worthington, S. (2009b). Debit cards and fraud. International Journal of Bank Marketing, 27(5), 3.
- Worthington, S., Russell-Bennett, R., & Hartel, C. (2009). One size doesn't fit all. Exploring marketing strategies for influencing three dimensions of brand loyalty. Paper presented at the Academy of Marketing.
Professor Harmen Oppewal, Director, Consumers and Retail Research Unit, tel: (03) 9903 2653