welt.de
Consultation Theft Costs German Retailers
A YouGov survey reveals that roughly one-third of German consumers receive in-store consultations before purchasing products online, a trend called 'beratungsklau' (consultation theft), causing financial losses for brick-and-mortar retailers. Almost half of respondents disapprove of this practice.
- What are the immediate economic consequences of 'beratungsklau' for German brick-and-mortar retailers?
- In Germany, about one-third of consumers seek in-store advice before buying online, a practice called 'beratungsklau' (consultation theft). This leads to financial losses for brick-and-mortar stores who invest in staff and rent. One retailer estimates a 10% loss from customers using their service then purchasing online.
- How does the rise of 'beratungsklau' reflect broader changes in consumer behavior and the retail industry?
- The 'beratungsklau' phenomenon highlights the tension between online price transparency and the value of in-person consultations. While consumers benefit from easy price comparisons, the practice undermines the business model of stores that invest in expert staff. This trend underscores the challenges faced by traditional retailers in the digital age.
- What potential long-term consequences might 'beratungsklau' have on the German retail market and consumer experience?
- The increasing prevalence of 'beratungsklau' will likely force retailers to adapt their business strategies. This may involve integrating online and offline channels more seamlessly, offering unique in-store experiences, or implementing measures to discourage this practice. The long-term impact could be a shift in the retail landscape, with fewer independent stores and a greater reliance on online channels.
Cognitive Concepts
Framing Bias
The article frames 'showrooming' as a primarily negative phenomenon, highlighting the losses incurred by brick-and-mortar stores. The headline (if there was one) likely emphasizes the problem for retailers, setting a negative tone. The inclusion of quotes from retailers expressing frustration reinforces this perspective. While acknowledging consumer choice, the framing doesn't fully represent the consumer side of the equation.
Language Bias
The article uses some emotionally charged language, like "schmerzhaft" (painful) to describe the impact on retailers. Words like "abgreifen" (to snatch) when describing customers taking advantage of advice also carry negative connotations. Neutral alternatives could include words like 'challenging' or 'difficult' for 'painful,' and 'utilizing' or 'seeking' instead of 'snatching'.
Bias by Omission
The article focuses heavily on the perspective of brick-and-mortar retailers, particularly the negative impact of 'showrooming' on their businesses. Missing is a balanced perspective from online retailers or consumers explaining their rationale for showrooming. While acknowledging consumer choice, the article doesn't delve into the potential benefits consumers gain from this behavior, such as price comparison and broader selection. The lack of data from the HDE on 'showrooming' over the years also limits the analysis.
False Dichotomy
The article presents a false dichotomy between online and offline shopping, suggesting it's an eitheor situation. It overlooks the increasing integration of online and offline retail strategies and the many businesses successfully operating in both channels. The narrative implies that showrooming is inherently negative, neglecting the possibility of a mutually beneficial relationship between online and offline commerce.
Gender Bias
The article uses gender-neutral language for the most part. However, the quote mentioning that "Kundinnen und Kunden" (female and male customers) take photos could be interpreted as subtly highlighting female customers engaging in this behavior. More data would be needed to ascertain a true gender imbalance in this behavior, though.
Sustainable Development Goals
The article discusses "beratungsklau," where customers receive advice in physical stores but purchase online, harming local businesses and potentially leading to job losses in the retail sector. This impacts decent work and economic growth by undermining the viability of brick-and-mortar stores and the jobs they support.