Christian Fuentes

Sustainability service in-store: Service work and the promotion of sustainable consumption

Purpose – The purpose of this paper is to explore, illustrate, and conceptualize how sustainability service is performed and the role it plays in the promotion of sustainable consumption. Design/methodology/approach – Theoretically, this paper takes a practice theory approach, conceptualizing the provision of sustainability service as a set of complex, socio-material, and performative practices. Methodologically, this paper draws on an ethnographic study of a retail chain – W-Store – and its sustainability service. Interviews with management and focus group interviews with shop assistants and consumers, as well as observations made in-store, make up the material analysed. Findings – The provision of sustainability service is accomplished in this case via three service practices; arranging green shopping trails, answering sustainability questions, and promoting sustainability to green consumers in-store. The analysis shows that the retailing of sustainable products is not simply a matter of including sustainability products in the range and instructing shop assistants to promote them. Sustainability service – as enacted at W-Store – was dependent on the successful combination and configuration of human competence (service staff) and IT and organizational artefacts. There also needed to be congruence between consumers and their images and between retailers and the version of sustainability they were enacting. Finally, the provision of sustainability service required an investigative and adaptive organization capable of keeping up as well as developing vis-a-vis changing sustainability discourses and issues. However, once the necessary conditions had been met, sustainability service worked towards promoting sustainable consumption by making green shopping possible, educating consumers on sustainability issues, and motivating them via positive feedback and dialogue.Originality/value – Underscores the importance of investigating sustainability service and offers both a conceptual approach to and an analysis of this particular type of retail service work.

Images of responsible consumers: organizing the marketing of sustainability

Purpose – The purpose of this paper is to examine and explain what organizes the marketing of retail sustainability. Design/methodology/approach – Theoretically, this paper takes a marketing-as-practice approach and makes use of practice theory to conceptualize the marketing of sustainability. Methodologically, an ethnographic study of three Swedish retail chains and their marketing work has been conducted. Interviews with management, observations made at the stores of these three retailers and various marketing texts and images produced by these retailers form the material analysed. Findings – This paper illustrates three different ways of marketing and enacting sustainability. It shows that sustainability is framed differently and, indeed, enacted differently in order to fit various ideas about who are the responsible consumers. The argument is that rather than consumer demand, supply pressure or media scandals, the marketing of sustainability is in each of the cases studied configured around a specific notion of the responsible consumer. What sustainability work is marketed, through which devices it is marketed, and how it is framed is guided by an idea of whom the retailers’ responsible consumers are, what their lifestyles are, and what they will be interested in. Images of responsible consumers work as configuring agents around which retailing activities and devices are organized. Originality/value – The paper provides an in-depth analysis of the marketing of sustainability and offers a new explanation about what it is that influences the various approach to sustainable marketing taken by retailers.

Socio‐cultural retailing: what can retail marketing learn from this interdisciplinary field?

Purpose – The purpose of this paper is to contribute to the on‐going cultural turn in retail marketing by offering an overview of the interdisciplinary field of socio‐cultural retailing and discussing how this body of work can contribute conceptually, methodologically and substantively to the field of retail marketing.Design/methodology/approach – This paper is based on a literature review of socio‐cultural retail studies in marketing, cultural geography, sociology, and anthropology. The literature is analysed in relation to the substantive, conceptual and methodological domains of retail marketing.Findings – Drawing on the literature review, the authors argue that socio‐cultural retail studies can contribute to the field of retail marketing substantively, conceptually and methodologically, thus broadening its current scope and domains.Originality/value – This paper provides an overview of an interdisciplinary field and identifies how it can contribute to the field of retail marketing. It is valuable for ...

Making a market for alternatives: marketing devices and the qualification of a vegan milk substitute

ABSTRACT The aim of this paper is to describe, conceptualise and critically discuss how and with what consequences marketing is used to construct a mass market for vegan substitutes. Drawing on the concepts of the marketing device and qualification, it shows how Oatly – a Swedish company making oat-based products – enrols three sets of marketing devices, i.e. digital media, packaging and stores, to simultaneously ‘alternativise’ and ‘convenienise’ its range of vegan products. The result is the material and discursive construction of a range of vegan products that is qualified as different enough from conventional dairy products to be an attractive alternative, but similar enough to fit into existing practices of shopping for food, cooking and eating. By qualifying products along multiple registers, Oatly constructs ‘plastic’ products, which can be consumed, for various reasons, by various groups of consumers thus enacting a multi-niche market for its products.

Agencing ethical consumers: smartphone apps and the socio-material reconfiguration of everyday life

ABSTRACT The aim of this paper is to describe and explain how smartphone apps, designed to assist consumers in making informed ethical choices and greening their everyday practices, enable and shape ethical consumption. Taking a socio-material approach and drawing on an ethnographic study of three ethical consumption apps – the Green guide, the Fair trade app and Shopgun – the paper shows that these digital devices are scripted to hybridize with consumers and facilitate key ethical consumer actions. When consumers follow the scripts of these apps, using them in everyday practices, the apps put pressure on consumers to act “ethically” by problematizing consumption in various ways while also, and simultaneously, endowing them with the agential capacities required to solve these problems. Consequently, these devices both motivate consumers and enable ethical consumption, producing, under the right conditions, capable and self-reflexive ethical consumer hybrids.

Retail formations : tracing the fluid forms of an online retailer

ABSTRACT Change has often been said to characterise retailing, and research on retail change is extensive. However, though much of that research has focused on retail formats, it has not sufficiently addressed the fluid nature of retailing and how its formats emerge. This paper offers a more dynamic conceptualisation of retail format change by introducing the concept of retail formation. Taking a constructivist market studies approach and drawing upon an ethnographic study of a Swedish consumer electronics retailer, the paper shows how retail formations are continually being made in a dynamic process that can be initiated by various actors, does not necessarily follow a logical order, and commonly produces unexpected results. The concept of retail formation allows us to better understand the increasing fluidity of retailing enabling us to trace complex market processes, examine multiple actors simultaneously, and taking into account the socio-historical and socio-cultural dynamics involved in shaping retail markets.