{"id":"https://openalex.org/W4398252702","doi":"https://doi.org/10.1007/s10660-024-09857-y","title":"What drives customer loyalty in a pandemic? Semantic analysis of grocery retailers","display_name":"What drives customer loyalty in a pandemic? Semantic analysis of grocery retailers","publication_year":2024,"publication_date":"2024-05-23","ids":{"openalex":"https://openalex.org/W4398252702","doi":"https://doi.org/10.1007/s10660-024-09857-y"},"language":"en","primary_location":{"id":"doi:10.1007/s10660-024-09857-y","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s10660-024-09857-y","pdf_url":"https://link.springer.com/content/pdf/10.1007/s10660-024-09857-y.pdf","source":{"id":"https://openalex.org/S205929853","display_name":"Electronic Commerce Research","issn_l":"1389-5753","issn":["1389-5753","1572-9362"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Commerce Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007/s10660-024-09857-y.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5079039466","display_name":"Anna Kuikka","orcid":"https://orcid.org/0000-0002-9195-8091"},"institutions":[{"id":"https://openalex.org/I175532246","display_name":"University of Eastern Finland","ror":"https://ror.org/00cyydd11","country_code":"FI","type":"education","lineage":["https://openalex.org/I175532246"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Anna Kuikka","raw_affiliation_strings":["Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland"],"raw_orcid":"https://orcid.org/0000-0002-9195-8091","affiliations":[{"raw_affiliation_string":"Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland","institution_ids":["https://openalex.org/I175532246"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5005174878","display_name":"Heli Hallikainen","orcid":"https://orcid.org/0000-0002-6908-2898"},"institutions":[{"id":"https://openalex.org/I175532246","display_name":"University of Eastern Finland","ror":"https://ror.org/00cyydd11","country_code":"FI","type":"education","lineage":["https://openalex.org/I175532246"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Heli Hallikainen","raw_affiliation_strings":["Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland"],"raw_orcid":"https://orcid.org/0000-0002-6908-2898","affiliations":[{"raw_affiliation_string":"Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland","institution_ids":["https://openalex.org/I175532246"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5067548207","display_name":"Sasu Tuominen","orcid":"https://orcid.org/0000-0001-5908-573X"},"institutions":[{"id":"https://openalex.org/I175532246","display_name":"University of Eastern Finland","ror":"https://ror.org/00cyydd11","country_code":"FI","type":"education","lineage":["https://openalex.org/I175532246"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Sasu Tuominen","raw_affiliation_strings":["Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland"],"raw_orcid":"https://orcid.org/0000-0001-5908-573X","affiliations":[{"raw_affiliation_string":"Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland","institution_ids":["https://openalex.org/I175532246"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5077392638","display_name":"Tommi Laukkanen","orcid":"https://orcid.org/0000-0002-6353-2835"},"institutions":[{"id":"https://openalex.org/I175532246","display_name":"University of Eastern Finland","ror":"https://ror.org/00cyydd11","country_code":"FI","type":"education","lineage":["https://openalex.org/I175532246"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Tommi Laukkanen","raw_affiliation_strings":["Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland"],"raw_orcid":"https://orcid.org/0000-0002-6353-2835","affiliations":[{"raw_affiliation_string":"Business School, University of Eastern Finland, Yliopistokatu 2, 80100, Joensuu, Finland","institution_ids":["https://openalex.org/I175532246"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5079039466"],"corresponding_institution_ids":["https://openalex.org/I175532246"],"apc_list":{"value":2290,"currency":"EUR","value_usd":2890},"apc_paid":{"value":2290,"currency":"EUR","value_usd":2890},"fwci":5.1123,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.94876427,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"25","issue":"3","first_page":"2205","last_page":"2240"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9962999820709229,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9944000244140625,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6539888978004456},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.5696029663085938},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.5067999958992004},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.463797390460968},{"id":"https://openalex.org/keywords/grocery-store","display_name":"Grocery store","score":0.4349672794342041}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6539888978004456},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5696029663085938},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5067999958992004},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.463797390460968},{"id":"https://openalex.org/C2992627081","wikidata":"https://www.wikidata.org/wiki/Q1295201","display_name":"Grocery store","level":2,"score":0.4349672794342041},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s10660-024-09857-y","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s10660-024-09857-y","pdf_url":"https://link.springer.com/content/pdf/10.1007/s10660-024-09857-y.pdf","source":{"id":"https://openalex.org/S205929853","display_name":"Electronic Commerce Research","issn_l":"1389-5753","issn":["1389-5753","1572-9362"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Commerce Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:spr:elcore:v:25:y:2025:i:3:d:10.1007_s10660-024-09857-y","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s10660-024-09857-y","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.1007/s10660-024-09857-y","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s10660-024-09857-y","pdf_url":"https://link.springer.com/content/pdf/10.1007/s10660-024-09857-y.pdf","source":{"id":"https://openalex.org/S205929853","display_name":"Electronic Commerce Research","issn_l":"1389-5753","issn":["1389-5753","1572-9362"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Commerce Research","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.47999998927116394,"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320310055","display_name":"It\u00e4-Suomen Yliopisto","ror":"https://ror.org/00cyydd11"}],"has_content":{"pdf":true,"grobid_xml":false},"content_urls":{"pdf":"https://content.openalex.org/works/W4398252702.pdf"},"referenced_works_count":97,"referenced_works":["https://openalex.org/W1974916389","https://openalex.org/W1998184208","https://openalex.org/W2028816642","https://openalex.org/W2063978692","https://openalex.org/W2068515472","https://openalex.org/W2084288664","https://openalex.org/W2090276733","https://openalex.org/W2091034860","https://openalex.org/W2091059887","https://openalex.org/W2093575142","https://openalex.org/W2102467277","https://openalex.org/W2103950387","https://openalex.org/W2106110204","https://openalex.org/W2115612291","https://openalex.org/W2139128015","https://openalex.org/W2140910804","https://openalex.org/W2141960318","https://openalex.org/W2142663309","https://openalex.org/W2254778937","https://openalex.org/W2281492572","https://openalex.org/W2345526981","https://openalex.org/W2422895071","https://openalex.org/W2520828129","https://openalex.org/W2594619679","https://openalex.org/W2599766447","https://openalex.org/W2600570527","https://openalex.org/W2733772680","https://openalex.org/W2767866606","https://openalex.org/W2790777273","https://openalex.org/W2808003960","https://openalex.org/W2902578792","https://openalex.org/W2904623895","https://openalex.org/W2915177913","https://openalex.org/W2950446185","https://openalex.org/W2964003855","https://openalex.org/W2990746225","https://openalex.org/W2998276735","https://openalex.org/W3002626430","https://openalex.org/W3004557274","https://openalex.org/W3004704880","https://openalex.org/W3013474995","https://openalex.org/W3017115171","https://openalex.org/W3017185871","https://openalex.org/W3018608005","https://openalex.org/W3026934746","https://openalex.org/W3027747257","https://openalex.org/W3028352916","https://openalex.org/W3033668954","https://openalex.org/W3033876973","https://openalex.org/W3034439562","https://openalex.org/W3039435639","https://openalex.org/W3080101757","https://openalex.org/W3097070607","https://openalex.org/W3118630725","https://openalex.org/W3120698994","https://openalex.org/W3120935326","https://openalex.org/W3123186397","https://openalex.org/W3123399111","https://openalex.org/W3126324537","https://openalex.org/W3131084468","https://openalex.org/W3131744765","https://openalex.org/W3133079781","https://openalex.org/W3135714218","https://openalex.org/W3152518959","https://openalex.org/W3155622907","https://openalex.org/W3156777530","https://openalex.org/W3167378649","https://openalex.org/W3214519009","https://openalex.org/W3216835611","https://openalex.org/W4200147825","https://openalex.org/W4210501910","https://openalex.org/W4214479416","https://openalex.org/W4220674152","https://openalex.org/W4224917440","https://openalex.org/W4225007726","https://openalex.org/W4226074065","https://openalex.org/W4238483310","https://openalex.org/W4238910585","https://openalex.org/W4240915221","https://openalex.org/W4280640042","https://openalex.org/W4281890296","https://openalex.org/W4283703432","https://openalex.org/W4286486135","https://openalex.org/W4286680784","https://openalex.org/W4290990799","https://openalex.org/W4291321642","https://openalex.org/W4308895127","https://openalex.org/W4311704775","https://openalex.org/W4313826018","https://openalex.org/W4315433709","https://openalex.org/W4364377801","https://openalex.org/W4367367968","https://openalex.org/W4376561062","https://openalex.org/W4378233166","https://openalex.org/W4385768596","https://openalex.org/W4391706912","https://openalex.org/W4412411579"],"related_works":["https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W2469901228","https://openalex.org/W2123217435","https://openalex.org/W2141148255","https://openalex.org/W3113150333","https://openalex.org/W2277816436","https://openalex.org/W3015043872","https://openalex.org/W1988526719"],"abstract_inverted_index":{"Abstract":[0],"The":[1],"COVID-19":[2],"pandemic":[3],"accelerated":[4],"online":[5,114,124],"grocery":[6,19,115],"shopping":[7],"and":[8,26,34,45,57,70,134],"disrupted":[9],"customer":[10,53,92,136],"loyalty.":[11,54,137],"This":[12],"study":[13],"analyzes":[14],"45,603":[15],"Trustpilot":[16],"reviews":[17,125],"of":[18,88],"retailers":[20,130],"across":[21],"three":[22,42],"eras:":[23],"pre-pandemic,":[24],"pandemic,":[25,64,73],"the":[27,63,72,86,89,98,102],"\u201cnew":[28],"normal\u201d.":[29],"We":[30,83,120],"employ":[31],"Linguistic":[32],"Inquiry":[33],"Word":[35],"Count":[36],"to":[37,131],"categorize":[38],"loyalty":[39,93],"drivers":[40,59,66,90],"into":[41],"dimensions\u2014cognitive,":[43],"affective,":[44],"social":[46,65,78,81],"experiences\u2013and":[47],"we":[48,108],"test":[49],"their":[50],"relationship":[51],"with":[52],"Whereas":[55],"cognitive":[56,103],"affective":[58],"were":[60],"dominant":[61],"before":[62],"gained":[67],"prominence":[68],"during":[69],"after":[71],"reflecting":[74],"a":[75],"desire":[76],"for":[77,97,129],"interactions":[79],"amid":[80],"distancing.":[82],"demonstrate":[84],"that":[85,110,123],"influence":[87],"on":[91],"remains":[94],"consistent,":[95],"except":[96],"post-pandemic":[99],"period,":[100],"where":[101],"driver":[104],"lost":[105],"influence.":[106],"Consequently,":[107],"conclude":[109],"consumer":[111],"behavior":[112],"in":[113],"retailing":[116],"has":[117],"changed":[118],"profoundly.":[119],"further":[121],"suggest":[122],"provide":[126],"attractive":[127],"opportunities":[128],"analyze,":[132],"build,":[133],"sustain":[135]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}
