Professional Documents
Culture Documents
Submitted By:
Fahmina Salmi Juice
Student Number 12026
Abstract
The current dissertation intends to investigate an evaluation into consumer behaviour & its
alignment to brand image related to Waitrose. Organizations continuously trying to cope up
with the challenging business environment & Nowadays numerous of brands current
everywhere in market place as a result it become very straightforward for a purchaser to
befall puzzled at their purchasing time organizations trying to adjust or alter its consumer
behaviour with time to get maximum benefit from the market. Therefore the current study
would like to focus on consumer behaviour & its alignment to brand image.
The current dissertation also focused on related issues on strategies of branding, elements of
branding. These days business environment is so competitive & business organizations across
the globe continuously trying to build a strong brand appeal in the minds of the customers
making a difference from the competitors. To make a brand very unique from competitors
consumer behaviour plays a key role in order to distinguish this brand & making it special to
the customers. Consumer behaviour builds a strong foundation in enhancing brand appeal &
brand equity in the minds of the customers (Keller & Lehmann, 2006).
The study will use both quantitative & qualitative systems & method to conduct the research
to find out about the Brand image of Waitrose & its impact on consumer behaviour. The
qualitative techniques would be used mainly because it would permit the understanding of the
mass people consumers, their thinking about the brand image of Waitrose & what are the
factors that brings them to Waitrose. There were 62 samples collected in the form of
questionnaire for processing & analysing the data. The study also highlighted how Waitrose
respond in their consumer behaviour regarding the brand image & how they work for
positioning their brand for upfront market segments.
The majority of the customers considered that the Waitrose essentially signifies an exclusive
retailing brand as compared to others retail super markets for example Tesco, Sainsbury,
ASDA. The 80% of total respondents voted Waitrose as exclusive brand for retail super
markets. Also from the research according to the majority of the customers of Waitrose
Putney branch, the quality of Waitrose product is excellent as compared to other supermarket
pg. 1
chains (for example Tesco, ASDA, Sainsbury) as Waitrose focused on quality products for
affluent consumers.
The study evaluated the Waitrose consumer & strategic behaviour in response to creating &
developing a unique brand coupled with brand image focused mainly on niche based
customer segment along with application of a differentiated strategic business model to win.
pg. 2
Acknowledgement
Firstly, my sincere gratitude to my respected supervisor for his continuous guidance,
suggestions & supervision for this dissertation. It would be impossible to finish the research
successfully without his continuous support & assistance. I also sincerely appreciate the
employees & customers of the Waitrose for helping me in collecting required data for this
study.
And finally, I wish to thank my family members & parents for their untiring support during
the course of this academic study. I am also extremely obliged to my university friends for
their true assistance in supporting me to accumulate secondary data from various accessible
sources throughout the study.
pg. 3
Table of Contents
Abstract.......................................................................................................................................I
Acknowledgement....................................................................................................................III
Chapter 1: Introduction..............................................................................................................1
1.1 Introduction.................................................................................................. 1
1.2 Background of Research............................................................................... 1
1.2.1
1.2.2
Research aims..................................................................................... 2
Competitive Advantages...................................................................14
2.8.2
Perceived quality:.............................................................................. 14
2.8.3
Brand awareness:............................................................................. 14
2.8.4
Brand association:............................................................................ 14
2.8.5
Brand Loyalty:................................................................................... 15
pg. 4
Interpretivism................................................................................... 19
Survey timing................................................................................... 21
3.6.2
3.6.3
3.6.4
Sampling method.............................................................................. 24
3.6.5
Limitation.......................................................................................... 26
3.8.2
Accessibility issues........................................................................... 26
3.8.3
4.4.2
4.4.3
4.4.4
pg. 5
4.5.2
4.5.3
4.5.4
4.5.5
References................................................................................................................................43
Appendix..................................................................................................................................46
pg. 6
List of tables
Table 1: Respondents' demographic profile by AGE 40
Table 2: Respondents' demographic profile by GENDER
40
41
43
43
43
43
List of figures
Figure 2.1: Consumer buying decision process flowchart (by author)
10
Figure 2.2: Influences on & off consumer behaviour (Lars Perner, 2008)
10
17
30
31
32
pg. 7
Introduction
1.1 Introduction
Retail business success mainly depends on the satisfaction of the customers. And almost all
the organisations use different techniques to influence the buying behaviour of their
consumers & branding is one of them. Branding is very significant for a business
organization to convince their customers (Keller, 2002). These days business environment is
so competitive & business organizations across the globe continuously trying to build a
strong brand appeal in the minds of the customers making a difference from the competitors.
To identify & analyse brand image impact on consumer buying behaviour, Waitrose, UK is
the chosen sample organisation for the study. Waitrose already established them as a superior
brand in UK retail business. They have lots of loyal a regular customer who trust on Waitrose
brand & loyal to them. As a result the research on the brand image of Waitrose & its impact
on consumers buying behaviour will give opportunity to analyse & identify the impact of
brand image on the consumer purchasing decision. Waitrose was established in 1904 &
merged with John Lewis from 1937 & it performing business as chain of super market since
1955. (Waitrose consumer website, 2014).
pg. 1
consumer behaviour (Kent & Allen, 1994). The behaviour of an organisation is directly
likened by its culture & how it is controlled. In this challenging environment the behaviour of
an organisation is changing continuously to cope up with the current challenging business
world. It is important for small scale business owners who don't have the promotional
strategies of big competition. When a product or service has a distinctive name, visual
appearance & image, it is less complicated for consumers to find in a congested marketplace.
A very good brand name can certainly influence consumer behaviour because they build
emotional relationships & reinforcing buying behaviour (Keller & Lehmann, 2006).
Consumer behaviour builds up of the people working in an organisation, the way the run the
organisation, their values, culture, the way they perform their duties, behave with the coworker, norm, experience even the sexual orientation & respect for others (Ambler & Barrow,
2009).
pg. 2
When a consumer is comfortable with a certain brand type his is most likely to avoid & reject
other brands of same category or product.
This represents that by developing a unique brand, customer loyalty & brand identity a strong
brand image can be formed which is extensively important for understanding consumer
behaviour (Rooney, 1995). Therefore, brand image has a significant impact on consumer
behaviour.
What kind of impact does organisations (Waitrose) brand image creates on their
consumer buying behaviour?
What are the main factors that develop impact on consumer buying behaviour?
What Waitrose as a well-known brand is doing to ensure that their customers are
satisfied with their brand?
pg. 3
pg. 4
pg. 5
more suitable for the customers (Waitrose consumer website, 2014). Waitrose opened
branches all over the United Kingdom in recent year to boosts its pioneer service. Recently
Waitrose & John Lewis have approximately 67000 workers according to Waitrose official
website. Their yearly revenue is roughly 8 billion (waitrose.com, 2014).
pg. 6
2.2 Branding
Branding plays a key role to attract customers & make them loyal to the product which they
want to buy from a selected business organization. (Aaker, 1991). There are lots of similar
types of brands available in the market. Generally brand name is a name of a product or the
organisation that can be decisive for the achievement for the organisation to reach its goal.
The symbol also is an essential part of branding (Heding et al., 2009). The Waitrose symbol
gives a picture of their excellence, brand image & superiority.
Sometime customers become confused while choosing the right organisation to purchase the
product & services. This is the superior brand image of Waitrose that makes their current
customers loyal & influencing new potential customers regularly. So identification &
analysing the impact of brand image to the customer is a very important in this current
competitive retail business world.
Product & customer service differentiation is typically the beginning point for the branding
course of action. So in this competitive business analysing the brand image of an organisation
& its impact on consumers buying behaviour is an emerging issues in current competitive
business environment. Branding plays a vital role in order to differentiate an organizations
for example Waitrose goods & services from its competitors for example Tesco, ASDA & J
Sainsbury. Where relationship are long-lasting & powerful, clients are more likely to gain
positive perception of the brand & its features and at the same time a negative perception of
competition. Which will make them resistant & adaptable to inconsistencies. (Holt,
pg. 7
2004)brand paternalism is the Most effective type of brand and consumer relationship. So
that loyal dedicated customers are not likely to consume other brands Still sometimes
products & services are not alternatives to one another in terms of purchase & consumption.
(Boyle, 2007).
Brands is not a new phenomenon at all & it has been in existence for more than a couple of
hundred years however never has any group of people & society before experienced the
power of branding as it is seen these days. Brands are usually common phenomenon in each
& every aspect of human life. For example, brands involve in production & consumption of
goods & services, clothing, lifestyle & personality along with western culture & even politics.
Due to the fact an economic construct, brands have already been taken into consideration
from both marketing & financial points of view. Brands have yet to be fully recognized as a
form of social construct, because of lacking of necessary investigation. (Ying, 2005).
Products& services which greatly match customers requirement in terms of needs are likely
to become a brand. It perceives unique benefits as a certain brand offers consumers value
added potential & make them able to maintaining price over competitors. Boyle (2007)
customers are becoming more demanding of best quality products along with constant trend
changing in preference. They seek products that offer benefits according to what they need &
want. (Wells, 2007)
pg. 8
Brand image is viewed as one the most significant factors of branding whereby consumers
are capable of being aware that a brand is available & existed in the market. Whenever an
organization is capable to successfully differentiate its brand from the competition, in that
case it is definitely considerably easier to build its image. Product & customer service
differentiation is typically the beginning point for the branding course of action. Brand image
would make possible consumers to successfully recognize & identify a product, evaluate the
products perceived level of quality & assist in experiencing satisfaction while using the
product. (Holt, 2004)
Variation of brand will truly exist mainly in the personalities of the purchasers. Brand picture
emerges as the client's perception with respect to the specific brand & it is without a doubt
held on in the personalities of the customers & is along these lines absurdly crazy by the
producer. The purchaser will absolutely recognize one brand as all the more fulfilling and
additionally alluring as contrasted with its rivals & think of consistent buy based upon those
considerations. (Rooney, 1995).
The Waitrose symbol gives a picture of their excellence, brand image & superiority. A
prospective consumer could be absolutely prejudiced by the brand image of an organisation
like Waitrose. Lots of consumers also emotionally concerned to the organisation or a
manufactured goods because of brand image that has been shaped by its long time reputation
& services. Brand image is aggregation of service, product quality, & after buying service. A
great brand image is instantaneously celebrated & recommended by the current clients. A
first-class brand image of a company could pretence warning to their competitors. Waitrose
also strengthens the company image by providing outstanding covering, excellent offers as
well as advertisements. A small change in brand image & strategic business model could
positively impact on Waitroses brand & lead to create a large base of loyal customer.
pg. 9
Brand Identity:
Brand personality might be depicted as central idea in marking just in light of the fact that it
conveys the centre qualities, intension & compact clarifications of brand(Aaker, 1996).
Brand Positioning:
Focused brand positioning in the first place on the unique characteristics that enable a brand
to be exceptional. Situations where consumer can buy goods and services based on products
uniqueness is where an organization can enjoy a competitive advantage and a special position
to sell specific brands. (Kapferer, 1997)
Brand Reputation:
It is usually determine a good reputation as a regulation error in a brand. The simple truth is
that the nature and the importance of goodwill associated with the perspective makes argued
that the concern of it really is, in essence, shown on the benefits and values have imagined.
To determine the reputation of a particular business could possibly apply a variety of
visualization frameworks functional. (Abimbola & Kocak (2007)
pg. 10
Figure 2.2: Influences on & off consumer behaviour (Lars Perner, 2008)
The difference between the desired state and the actual condition. Deficits in a variety of
products. Consumers alike to engage in the search for internal and external information.
Internal search involves the consumer to identify alternatives for the memory of him or her.
For some low-involvement products, it is very important that marketing programs achieve
"top of mind" awareness. (Lars Perner, 2008)
pg. 11
pg. 12
policy that may be practical to achieve advantage over the competitor in any type of business
(Michael Porter, 2001).
As outlined by Keller (2002) the competent layout & execution of marketing campaign
programs which usually capitalizes on well-developed brand positioning, strong brand
leadership opportunities could be accomplished. Measure& Interpret Brand Performance is
important. To have an understanding of the outcomes of brand marketing strategies it is
extremely important to evaluate & understand the overall performance of brand a very
helpful instrument to measure it is brand value chain. (Keller, 2002).
Branding is a big topic. In the case of public term brand name is the name of a product or
organization that can be critical to the achievement of the organization to reach its goal.
Branding is not only restricted to the selection of name but also takes into account the logo or
even the mark of the product or the organisation. The symbol also is an essential part of
branding (Heding et al., 2009). The Waitrose symbol gives a picture of their excellence, brand
image & superiority.
A prospective consumer could be absolutely prejudiced by the brand image of an organisation
like Waitrose. A lot of consumers also emotionally concerned to the organisation or a
manufactured goods because of brand image that has been shaped by its long time reputation
& services. The brand image is the collection of the after purchasing service, service and
product quality. A first-class brand image of a company could pretence warning to their
competitors. Waitrose also strengthens the company image by providing outstanding
covering, excellent offers as well as advertisements. They also do the same by providing
exceptional service to its shoppers (Hubbard, 2000). Brand image is vital for companies to
be competitive in the market & it also facilitates business stronger over the competitor.
pg. 13
pg. 14
interactions. All of these are forms of brand loyalty. Therefore dedicated loyal customers do
not prefer to consider buying other brands.(Boyle, 2007).
Survey
researcher
Dorsch, Grove &
Survey questionnaire
Garden
(n = 223)
consumer behaviour:
(2009)
Benady (2003).
Survey questionnaire
(n = 351)
Moorthy, Ratchford&
Survey questionnaire
Talukdar (2008);
Nagel (2003).
(n = 117)
Survey Questionnaire
(n = 280)
Focus group discussion
of 6-7 members)
Consumer choice
pg. 15
creative actions, opportunities for brand extension, chances of price increase and decrease,
better handling of marketing crises.
Strong brand image enjoy brand awareness among consumers. This result in advantage of the
company like reduced marketing, as strong brand image already developed in customers.
(Keller, 2002)consumers of strong brands are willing to communicate with company. This
indicates market response &advertising are more effectively planned. Strong brands are with
memory encoding advantage over less popular brands in creating brand image & awareness.
Strong brand have direct impact on consumer decision-making & buying (Keller & Hoeffler,
2003)
pg. 16
pg. 17
3.2.1 Interpretivism
Interpretivism, as the name implies, involves researchers to interpret elements of the study,
thus interpretivism integrates human interest into a study. Interpretive researchers think that
accessing the reality can only be through social connections like language, shared meanings,
consciousness, & instruments (Myers, 2008, p.38)
Interpretivism is associated with the philosophical position of idealism, is used to group
together a variety of approaches, including structural and social phenomena and
pg. 18
interpretation; approach reject the objectivist view that meaning exists in the world
independently of awareness (Collins, 2010, p.38). Interpretivism focuses on meaning &use
multiple techniques to reflect many aspects.
pg. 19
for validation of brand loyalty which is based on Andersons Brand loyalty(Saunders et al.,
2009).
Remark
The entire quantitative method is organised on the basis of the
survey questionnaire. The primary data collected from the
respondents are assessed through an open handed multiple choice
Qualitative methods
questionnaire
The qualitative data are collected from the focused group
discussion from 14-15 managers who were divided into four
groups. This was purely subjective view of the respondent about
the factors that are they feel important for developing brand
loyalty.
pg. 20
others. There will be some interview with the management & the workers of the Waitrose to
appreciate what steps or actions they are using to be the pioneer of the retail world. Again it
will help to find out their view about customers expectation.
The data will be collected from both primary & secondary sources for this research. For
primary source face to face interview with customers, management team will be taken.
Books, Journals, reports, articles & websites will be used to collect secondary data regarding
Brand image, Waitrose & consumer behaviour. The questionnaires are chosen to review
would principally be closed questions because it will give an actual view of the consumers as
well as the management team. (Walliman, 2011).
Table: Tools used for data collection
Tools used
Research
Justification
Survey
methods
Quantitative
questionnaire
Personal
interview
Qualitative
Regular observation would be ready throughout the study would be done as of a distance
devoid of essentially resembling them. This data collection method has broadly classified into
two categories process- 1 & process-2.
Process-1 (Data collection through interview methods)
This process-1 examines the managers view point about the purchase behaviour of the
respondent in a focus group of interview settings. A focus group of interview is chosen to
estimate the qualitative view of the managers. Focus group interview is an important method
in such kind of triangulation process which illustrates different opinions of the respondent.
This helps to assess the data which come from the interaction of the group that are usually
inaccessible in other form of interview methods (Peterson &Jolibert, 2005). In the present
research focus group is conducted among four groups (each group consists of 5 members) all
used either Waitrose or other companys show room based in London.
pg. 21
quite difficult to
pg. 22
London. The second group consists of mostly youth & middle age respondent from customer
(124 samples) who is experienced to handle such electronic gadgets & gizmos available in
the market. The entire population size was approximately infinite for customer & 30 for the
managers working in Waitrose show room. But as the data are cross sectional in nature &
collected within a span of one week (where every week the average customer in flow are not
more than 750) so selection of sample size 124 expected to be justified & matches with the
population parameter & statistics. The same is true for the qualitative analysis also where
almost 14 managers were selected out of finite population (30 managers in Waitrose store)
size.
pg. 23
Microsoft office software like WORD EXCEL will be used. Tables, graphs will be also used
to present the data & result. The focus group interview were organised within 4-5 groups to
assess the subjective view & an exploratory factor analysis, mean & standard deviation are
organised during the quantitative analysis. This helps to identify the main factors which are
responsible for consumer brand preference. Both the standard & mean deviation allow
delivering the subjective view of the respondent across the demographics.
pg. 24
used the triangulation process to elaborate the key factor that influence both the brand
preference & loyalty of electronic gadgets & gizmos , but still it has some limitation. Certain
limitations pertaining to this research further initiate the need for future research.
Firstly during the focus group interview (study-1) while the interpretation is obtained on the
basis of the views of the respondents, adequate time needs to be provided to the group for
coming to a consensus. Further within four groups the interview was conducted but still the
result cannot be generalised & could be biased in some other context. Secondly the student
sample limits the broader aspects of the study. Besides smaller sample size, restricted
sampling procedure from a particular geographical boundary makes the findings bit sceptical.
Thirdly, the brand is considered as the vital asset & an intangible component for the
organisation which needs to be nurture for developing the long term equity. So organisation
like Waitrose needs to focus on the activities & promotions in a sensitive manner to develop
customer loyalty. Fourthly in nowhere the researcher has pointed out the role & implication
of many others factors such as legislation & international differences in culture & its impact
on the brand loyalty. Instead of descriptive research the exploratory research would help the
researcher to get initial insights about the consumer perceptions. This result would be more
effective if the analysis would organise on a comparative scale between the male & female.
pg. 25
pg. 26
pg. 27
Respondents
Total
20-30
31-50
51-65
Over 65
Total
In (%)
18
27
14
3
29.03
43.55
22.58
4.84
100
From the above table (Table 1), it can be seen that the majority of the customers age was
between 36 & 50 years which represents 44% of total customers. The second highest age
group was between 51 & 65 years which corresponds 26% of total respondents. Middle aged
customers i.e. aged between 20 & 35 years old respondents were 24% of total respondents.
On the other hand, only 7% customers were aged over 65 years old.
Respondents
Total
Male
Female
Total
32
30
In (%)
51.61
48.39
100 (%)
pg. 28
46%; 46%
Male
54%; 54%
Female
23
17
7
10
5
62
Respondents
Percentage (%)
37.10
27.42
11.29
16.13
8.06
100 (%)
There was a query related to the customers nationality in the questionnaire. Among 62
respondents, 23 customers were British origin which represents 37.10% of total customers
who regularly come to visit & shop from the Waitrose Putney branch. 14 customers described
them as American in their demographic profile which corresponds 24% of total respondents.
The African were only 7% of total customers take part in the survey. Asian represents 19% of
total respondents. Out of 62 respondents, 3 customers filled up their nationality as other
through which 2 customers were Australian & 1 was Canadian citizen.
pg. 29
3; 5%
11; 19%
25; 42%
6; 10%
14; 24%
British
American
African
Asian
Others
Respondents
Total
Business
Service holder
Student
Total
28
15
16
62
In (%)
48
25
27
100 (%)
The last demographic fact was designed to know the occupations of the customers regularly
visit at Waitrose Putney branch. The majority of the customers i.e. respondents expressed
themselves as business in their occupation query which represents 48% of total respondents.
25% of total respondents picked as service holder in their occupation query & another 27% of
total customers described them as student in their occupation segment.
pg. 30
Often
Sometimes
Rarely
Never
5
55%
4
25%
3
15%
2
5%
1
0%
Average response
rate
4.36
From the table 5, it can be seen that the majority of the customers at Waitrose purchase
always which represents 55% of total respondents. Another 25% of total respondents
purchase from Waitrose often. From the calculation of average response rate (4.36) which is
greater than 4 point scale, it can be assumed that customers are tend to make a purchase
always from Waitrose according to their response.
Respondents
Total
Very satisfied
satisfied
Its ok
43
12
7
In (%)
69.35
19.35
11.29
pg. 31
Total
62
100 (%)
The majority of the customers are very satisfied having purchased from Waitrose brand which
represents 69.3% of total respondents due to consistent quality & exclusive brand reputation
of Waitrose. Another 19.3% of total customers are satisfied with Waitrose brand when they
make a purchase from Waitrose supermarket chain store. Only 11.3% of total respondents
were neutral or Ok in this question of the questionnaire.
The Main objective of this study To analyse the brand image of Waitrose. From the above
analysis and results it is quite clear that Waitrose have developed a strong and positive brand
image among its UK consumers and its number of loyal consumers is increasing. Clients
seems to feel satisfied and confident at buying from Waitrose. So as per the Brand image
concerns Waitrose is going in the right direction to achieve and uphold itself as one of the
leading Brands in UK retail supermarkets.
34
19
9
62
In (%)
54.84
30.65
14.52
100 (%)
From the table 7, it can be observed that the majority of the customers of Waitrose Putney
branch picked the quality of Waitrose product is excellent as compared to other supermarket
chains (for example Tesco, ASDA, Sainsbury) as Waitrose focused on quality products for
affluent consumers (innovationreactor.com, 2014). Another group of customers described
Waitrose product as good quality which corresponds 25% of total respondents. It is supported
that Waitrose continuously focusing on quality foods for upfront consumers who prefer
exclusive quality products regardless of price consideration (innovationreactor.com, 2014).
32
In (%)
51.61
pg. 32
Satisfied
Dissatisfied
Total
25
5
62
40.32
8.06
100 (%)
54%
50%
41%
40%
30%
20%
10%
0%
5%
Very satisfied
Satisfied
Dissatisfied
In (%)
pg. 33
Strongly agree
Agree
Neutral
Total
50
10
2
62
80.65
16.13
3.23
100 (%)
The majority of the customers considered that the Waitrose essentially signifies an exclusive
retailing brand as compared to others retail super markets for example Tesco, Sainsbury, and
ASDA. The 80% of total respondents voted Waitrose as exclusive brand for retail super
markets. This opinion is consistent with following statement as Waitrose continuously
focusing on quality foods for upfront consumers who prefer exclusive quality & branded
products regardless of price consideration (innovationreactor.com, 2014). The Waitrose
positioned them as upfront retail super market brand for affluent group of customers across
the UK who prefers exclusive products & services as well.
A key objective of this study is To investigate the impact of brand image on the consumer
buying behaviour. From the results presented above it is quite clear that having a strong
brand image have brought a significant change in consumer behaviour as they intend to buy
from Waitrose even if there are cheaper options available because of their brand loyalty and
excellent product quality expectations.
4.6 Discussion
of
Findings
Related
To
Research
Objectives
Branding of a product is considered to be central point to a marketing strategy. High &
quality production could not always ensure success of a product but instead its the brand
image that sells today. An outstanding consumer behaviour in an organisation helps to
maintain its brand image as well & it helps the survival of a product (Keller, 2002). People
tend to purchase from super market chains that offer quality products & offer exclusive brand
image (Table 9) aligning with its consumer behaviour & brand image. In response to this
opinion obtained from the survey Waitrose continuously trying to offer an exclusive brand to
their customers as Waitrose continuously focusing on quality foods for upfront consumers
who prefer exclusive quality & branded products regardless of price consideration
(innovationreactor.com, 2014).
pg. 34
pg. 35
positioning strategies are very much consistent with the Kellers strategic brand management
process.
As branding plays a vital role in order to differentiate an organizations for example Waitrose
goods & services from its competitors for example Tesco, ASDA & J Sainsbury. These sorts
of perceived tangible & intangible benefits potentially influence on customers purchase
decision & their buying behaviour & provide a very good foundation for customer loyalty.
Impact of brand image on the consumer buying behaviour
The behaviour of an organisation is directly likened by its culture & how it is controlled. In
this challenging environment the behaviour of an organisation is changing continuously to
cope up with the current challenging business world. It is particularly significant for small
business owners who don't have the promotional strategies of big competition. When a
product or service has a distinctive name, visual appearance & image, it is less complicated
for consumers to find in a congested marketplace. A very good brand name can certainly
influence consumer behaviour because they build emotional relationships & reinforcing
buying behaviour (Keller & Lehmann, 2006).
Recent noticeable online strategies of Waitrose are Match price campaign, Waitrose loyalty
shift, Sales gain, Waitrose social media impact, Twitter / Facebook / overheard group /
website, Twitter campaign impact, Wining of best super market, Joining with john smith.
These strategic initiatives of Waitrose are very much consistent with their consumer
behaviour & its alignment with brand image. Waitrose, a unique & exclusive brand aiming to
gain access to growing market share from strong competitors such as Tesco, ASDA,
Sainsbury & working to start by developing a consumer behaviour aligning with brand image
focused mainly on niche based customer segment along with application of a differentiated
strategic business model to win.
pg. 36
pg. 37
5.2 Recommendations
From the previous chapters analysis & discussions, it is clear that brand image related to
creating a unique brand plays a significant role to implement of consumer behaviour into
practice.
First and foremost priority to keep Waitrose brand image shining above its competition is
maintaining top of the line product quality and excellent customer services. Consumers
demands and deserves the Waitrose quality, so Waitrose should pay extra attention in
keeping a balance between pricing and product quality management. Consumer survey,
feedback analysis, routine check and monitoring recommended.
pg. 38
As the Online social media has gain enormous attention of general mass all over the
world, any growing business entity must have a strong social media presence. Because
social media has already become one of the most popular adverting platform. A signs of
archiving a good brand image can be reflected by the presence and reception of that brand
in popular social media like tweeter, Facebook, YouTube or Instagram etc.
Brands are only powerful if the consumers keep their loyalty and get their demands
fulfilled. So understanding client demand and their appreciations is very important. Social
events, various survey and promotional programs to keep a healthy communication with
the consumers and also with the stockholders can prove effective in maintaining a strong
brand image.
All brands aim for the top and the competition in retail market in UK is fierce. As
innovations and ideas are powering up brands for the never ending race for top position in
respective market, keeping your eyes open for your competition is a must. Matching price
schemes, product quality comparison, discount and other promotional offers that out beat
competition and finally exclusive service to the loyal consumers of the brand can prove
very helpful in achieving the edge in these competitive market.
Growing economic profile and its dominance in retail market should gain significant
positive impact on its consumers. Waitrose emerging in new markets and growing its
business sends a positive sign of its capacity to provide what it promises. The relationship
of trust among loyal and new consumers must be honoured with providing the products
and services at their best quality as the company promises.
pg. 39
pg. 40
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pg. 43
Analyzing the impact of brand image on consumers buying behavior: A case study of Waitrose.
Appendix
Questionnaire Survey
(This Questionnaire is prepared only for the research intension of the dissertation titled
Analysing the impact of brand image on consumers buying behaviour: A case study of
Waitrose)
Table A: Audiences demographic info
Your Gender:
Your Age:
Nationality:
Occupations:
Male
Female
Rarely
2
Never
1
Not satisfied
2
Very unsatisfied
1
bad
2
Very bad
1
Not satisfied
2
Very unsatisfied
1
Rarely
2
Never
1
pg. 44