customer shopping behaviour word

7/31/2019 Customer Shopping Behaviour Word

1/24

APJRBM Volume 2, Issue 6 (June, 2011) ISSN 2229-4104

The Journal of Sri Krishna Research & Educational Consortium

ASIA PACIFIC JOURNAL OF RESEARCHIN BUSINESS MANAGEMENT

Internationally Indexed & Listed Referred e-Journal

CUSTOMER SHOPPING BEHAVIOR INMODERN RETAIL FORMATS-A STUDY IN VISAKHAPATNAM CITY

ABDUL KAMAL MOHIDEEN*

*Visaka Engineering College,Visakhapatnam.

ABSTRACT

The Indian retail sector is going through a transformation and this emerging marketis witnessing a significant change in its growth and investment pattern. Both existingand new players are experimenting with new retail formats. Currently two popularformats hypermarkets and supermarkets are growing at a rapid pace. Apart from thebrick mortar formats, brick -click and click-click formats are also increasinglyfunctional on the Indian retail landscape. Consumer dynamics in India is alsochanging and the retailers need to take note of this and formulate their strategiesand tactics to deliver the exact expected value to the customer. Development of

megamalls in India is adding new dimensions to the booming retail sector. There issignificant development in retail landscape not only in the metros but also in thesmaller cities.

In the backdrop of all these developments the investigator makes an attempt toexplain the emerging trends in the development of Modern Retail formats in Indiancontext and highlights the emerging Rural Retail Landscape and also reveals theConsumer Shopping Behavior among the Modern Retail Formats with specialreference to Visakhapatnam City. In order to fulfill the objectives of the study,

primary as well as secondary data have been collected to analyze the trends in

modern retail formats meticulously. To analyze the emerging trends in shoppers

behavior 216 Retail Shoppers from 6 Retail Outlets operating in Visakhapatnamwere interviewed during June-August 2010. Secondary data published by differentresearch institutions like Tata Strategic Management Group, Center for the StudyofSocial Organization, Future Group, National Council for Applied EconomicResearch, AT Kearney etc have been considered to draw the key inferences.


2/24

Sri Krishna International Research & Educational Consortiumhttp://www.skirec.com-197


3/24


INTRODUCTION

India has witnessed a hectic pace of retail development over the past five years. It is believed thatthe country has potential to deliver the faster growth over the next 50 years. As we all know thatIndia has been a nation of Dukandars, having approximately 12 million retailers. Obviouslyretailing is in our blood either as a shopkeeper or as a shopper. The Indian Retail market isestimated to grow from the current US $ 330 billion to U. S. $ 637 by 2015. Retail whichcontributes 10per cent of our GDP is the largest source of employment after agriculture. (Table:1)

TABLE: 1

Country Share of Retail in total employment

India 6-7per centChina 6per centPoland 12per centBrazil 15per centUSA 11.7per centKorea 18per centUK 11per centMalaysia 7per cent

Source: FDI in retail sector in India, CRIER Publication

In the year 2004, ratio of organized & Unorganized retail was 3:97 which is expected to be 9:91

by 2010. (Table: 2) It is not just the global players like Wal-Mart, Tesco and Metro group areeying to capture a pie of this galloping market but also the domestic corporategiants likeReliance, Neel Kamal, KK Modi, Aditya Birla group, and Bharti group too are at the same stageof retail development.

TABLE:2

Share of Organized and Un-organized retail in IndiaYear Organized Un-Organized2004 3per cent 97per cent

2010 9per cent 91per centTotal 100per cent 100per cent



4/24


Source: Indian Retail Report

Development of mega malls in India is adding new dimensions to the booming retail sector.There is significant development in retail landscape not only in the metros butalso in the smaller

cities. ITC went one step ahead to revolutionize rural retail by developing Choupal Sagar.; a

rural mall, for the Rural India. On one hand there are groups of visionary corporate workingconstantly to improve upon urban shopping experience and on the other hand somecompaniesare trying to infuse innovative retail experience into the rural set up. Given the situation we cansay that Indian Retailing is at boom.

Classification of India (Customers) on the basis of Research: Research Conductedby Future

Group future group research classifies Indian Customers into three sets and provides a base tothe retailers in segmenting the Indian market. The research shows that serving class consists ofapproximately 55per cent of the population, the major one and only 14 per cent are in the uppermiddle class, regarded as consuming class. It indicates that retailers should target this segment(India 2) rather than focusing on India one only, and should formulate their strategies accordingto the needs and expectations of serving class, to flourish in the market

TABLE-3: CLASSIFICATION OF INDIAN CUSTOMERS

India 1 India 2 India 3Consuming Class Serving Class Struggling ClassConstitutes only 14per cent ofthe country.s populationMost of these customers havea substantial disposableincome and they form part ofusually called as the uppermiddle and lower middle classIncludes people like drivers,household helpers, office peons,liftman, washer man etc.

These people make life easier andmore comfortable for theconsuming class or India 1Research indicates that for everyIndian one at least three India twosare there, making up approx. 55percent of the population but due tolow income they have a very littledisposable income to spend onbuying aspirational good and


5/24

services.It lives hand to mouthexistence so cannotafford to even aspiregood living.Unfortunately thissegment will continue tobe on the peripheries forthe consumption cycle inIndia in years to come.

Source: Future group research, Published in the Book It happened in India by Kishore Biyani,2007 issue.



6/24

APJRBMVolume 2, Issue 6 (June, 2011) ISSN 2229-4104

REVIEW OF LITERATURE

Retailers and marketers often seek to learn how and why people shop.. The purchase of goods orservices includes a number of factors that could affect each decision. Decisionmaking is morecomplex and even more important for consumers today than in the past. Consumersare besiegedby advertising, news articles, and direct mailings that provide an abundance ofinformation,much of it with mixed messages. In addition, increases in the number and varietyof goods,stores, and shopping malls, and the availability of multicomponent products andelectronicpurchasing capabilities have broadened the sphere for consumer choice and have complicateddecision making (Hafstrom et al., 1992).

Sproles and Kendall (1986) define a consumer decision making (CDM) style as a men

talorientation characterizing a consumer's approach to making choices. Broadly speaking, there

are three types of approaches in studying consumer decision-making styles: thepsychographic/lifestyle approach, which identifies hundreds of characteristics related toconsumer behavior; the consumer typology approach, which classifies consumers into severaltypes; and the consumer characteristics approach, which focuses on different cognitivedimensions of consumer decision making (cf. Fan et al., 1998).

In the extant consumer behavior literature, most studies assume that all consumers Approachshopping with certain decision-making traits that combine to form a consumer's decision-makingstyles. Academicians and researchers have long been interested in identifying these underlyingdecision styles of shoppers. For example, consumers are identified as economic shoppers,personalizing shoppers, ethical shoppers, apathetic shoppers, store loyal shoppers, recreationalshoppers, convenience shoppers, price-oriented shoppers, brand loyal shoppers, name-consciousshoppers, problem-solving shoppers, quality shoppers, fashion shoppers, brand co

nsciousshoppers and impulse shoppers.

Using the consumer characteristics approach, Sproles (1985) developed a 50-iteminstrument toprofile the decision making styles of consumers. Using data collected from undergraduatewomen in two classes at the University of Arizona and employing a factor analysis technique,


7/24

OBJECTIVES OF THE STUDY

1.To study the modern retail formats in India2.To study the emerging trends in shopping behaviors of customers of malls inVisakhapatnam districtRESEARCH METHODOLOGY

In order to fulfill the objectives of the study primary as well as secondary data have beencollected to analyze the trends in modern retail formats meticulously. To analyze the emerging

trends in shoppers. behavior 216 Retail Shoppers from 6 Retail Outlets operatingin



8/24


Visakhapatnam were interviewed during June-August 2010.Since the study also focused oncountry analysis, hence, for the rest part of the country secondary data published by differentresearch institutions like Tata Strategic Management Group, Center for the Studyof SocialOrganization, Future Group, National Council for Applied Economic Research, AT Kearney etchave been considered to draw the key inferences.

TABLE: 4 MALLS SELECTED FOR DATA COLLECTION

Name of the Mall1. CMR Central2. Big Bazzar3. Spencers Mall4. V25. CMR Shopping Mall6. Vinis

RESULTS AND DISCUSSION

PARADIGM SHIFT IN MODERN RETAIL FORMATS

It is difficult to fit a successful international format directly and expect a similar performance inIndia. Considering the diversity in terms of taste and preferences prevailing inIndia, the retailersmay go for experimentation to identify the winning format suited to different geographies andsegments. For example, the taste in south is different from that in north and this bringschallenges to the retailers. Therefore, most of grocery retailers are region cen

tric at this point intime. The available research findings on retail indicate the following trends inModern Retailformats:

Trial & Error: Now a number of retailers are in a mode of experimentation and tryingseveral formats which are essentially the representation of retailing concepts to fit intothe consumer mind space. Apart from geography even rural and urban divide posesdifferent kind of challenge to the retailer. Pantaloon Retail India is experimenting with

several retail formats to cater to a wide segment of consumers in the market. Some of thenew formats are Fashion Station (popular fashion), Blue Sky (fashion accessories), andall (fashion apparel for plus-size individuals), Collection I (home furnishings), Depot(books & music) and E-Zone (Consumer electronics).

Emergence of Wholesale Clubs: Since retailers are trying to segment the market w


9/24

ith thehelp of formats, they developed another new format in the form of Wholesale Clubto sella segment of consumers, who purchase on bulk and look out for substantial discounts andoffers. The new format is going to be a kind of wholesale club which is likely to belocated close to Food Bazaar. Consumers who are interested to purchase on bulk can takebenefit from this format. Similarly the Land mark group also operates multiple formats



10/24


such as hypermarket (Max), departmental store (Lifestyle), Shoe mart and Fun city etc.Pantaloon Retail India Ltd is a live example of that in Indian scenario.

Increasing Acceptance in Small & Medium Markets: Mall-mania is phenomenal in Indiaand is spreading fast and entering even the second tier cities in India. Real estatedevelopers are jumping very fast to take this further from Metro cities to smaller citiesand corporate houses like ITC and Sriram group are making steady progress to make thisphenomena feasible in rural markets as well. There is no denying that the top notch citieslike Mumbai, Delhi, Bangalore, Hyderabad, Kolkata, Chennai and Pune are leadingtheway but the second tier cities like Visakhapatnam, Vijayawada, Coimbatore, Madurai andSurat are also catching the eye of all retailers. Retail developers are in such

a mood thatthey may over ride the requirement in a specific city.

Increasing Importance of Supermarkets & Discount Stores: Such a format providesthegreatest selection of any general merchandize and very often serves as the anchor store inshopping mall or shopping centre. In India, the number of department stores is less ascompared to other retail formats such as supermarkets and discount stores. Shoppers'Stop is the first one to open a department store in the early 1990s and currently operates

19 stores in 10 different cities in India .The store strongly focuses on lifestyle retailingand mainly divides into five departments such as apparel, accessories, home dcor,gift

ideas and other services. Shopper.s Stop is getting stronger and stronger year after year

Hypermarkets: Hypermarket has emerged as the biggest crowd pullers due to the fact thatregular repeat purchases are a norm at such outlets. Hypermarkets not only offerconsumers the most extensive merchandise mix, product and brand choices under on

eroof, but also create superior value for money advantages of hypermarket shopping. Withproduct categories on offer ranging from fresh produce and FMCG products toelectronics, value apparels, house ware, do it yourself (DIY) and outdoor products, thehypermarkets are emerging as one of the popular formats in India.. Number of playersoperating hypermarket format are increasing day by day. One of the leading players in


11/24

this format is Pantaloon Retail India Limited which operates 32 Big Bazaars in twentycities.

Customers still rely on traditional concepts: A super market normally sells grocery, fresh,cut vegetables, fruits, frozen foods, toiletries, cosmetics, small utensils, cutlery, stationeryand Gift items. In India Food World, Food Bazaar, Nilgiri (30 plus stores) and SpencerHyper are the leading super market operators.

Emergence of Private-Label Brands: The private labels are offering flexibility to both theretailer and the consumer on price front. The objective of the store is to offervariety ataffordable price in each category. Food Bazaar has made the transition from justa



12/24


grocery retailer to developing emotional bonding with shoppers by providing somevalueadded services to the shoppers. Some of these initiatives include: (Jo Dikhta Hai WO hiBikta Hai) Live chakki: which allows customers to buy fresh wheat and have it grindedthere at the store Fresh Juice counter: This provides customer to have fresh juices. Livedairy: This provides customers with fresh milk and milk products. Live kitchen:Customers have the option of buying vegetables, getting them chopped, cooked fully orpartly. Soups, salads and sandwiches are also available at live kitchen.

Recent Developments in Rural Retailing: Therefore, in recent times rural retailing iswitnessing explorations by both corporate houses and entrepreneurs ITC's ChoupalSagar, HLL's project Shakthi and Mahamaza are some of the models being tried out. At

this juncture there is no conclusive evidence of winning rural retail formats available.However, corporate forays into rural retail are expected to bring more experimentationand innovation in term of retail format. The Godrej Adhaar, the rural retail initiative ofGodrej Agrovet Ltd operates a chain of 18 stores providing a host of services tofarmersand their families and is planning to set up at least 1,000 stores19 across rural India in thenext five years. Apart from Godrej Adhaar and Choupal Sagar other formats operatingsuccessfully in the rural area are, M & M Shubh Labh stores, Escorts rural store

s, TataKisan Sansar, and Warnabazaar.

e-Retailing: The importance of internet retailing is growing all over the world.Someinternet retailers such as e Bay and rediff.com are providing a platform to vendors to selltheir products online and they do not take the responsibility of delivering theproduct tobuyer. They provide virtual shopping space to the vendors. On the other hand onlineretailers like amazon.com and walmart.com have to maintain their warehouse to st

ockproducts and take the responsibility of Delivering products to the buyer.

ANALYSIS AND OBSERVATION

Driving forces determining shopping behavior of Indian Customers: Analysis of IndianCustomers indicate the following factors as the driving force determining the shopping behavior& attitude of the Indian customers:


13/24

TABLE-5: THE DRIVING FORCE DETERMINING THE SHOPPING BEHAVIOR

Factors affecting shoppers behavior Shopping BehaviorGreedDrives a customer to purchase more than whathe or she needA wide range of options, better products, andlower prices generate the increased desire to



14/24


purchaseFear to lose opportunityHigher purchase is driven by the fear thatcurrent price offer may not be available forlong time and thus the product has to bepurchased at once.Envy or Demonstration EffectEnvy sets in when a customer sees othersbuying and making the best out of dealPrice-value equationIt is believed that average Indian customer ishighly price-sensitive and looks for saving interms of money in their grocery purchase.Private-label brandsIn India the concept of private label brands isin its nascent stage and customers still rely onbranded productLive culture Jo dikhta hia, wo hi bikta hai

Source: Generated from the primary and secondary research published by Future gr

oup.

The primary data collected from the respondents, led to the following key observations about

customers. shopping behaviour in Indian scenario among the modern retail formats:

Income levels of the respondents are shown in Table 6. It depicts the percentagenumber ofrespondents who visit the modern retail outlets based on the income levels. It is observed thatFor India two and India three, the clean and shiny environment of modern retail

stores creates theperception that such stores are too expensive and exclusive, so they are not meant for them. Indiatwo and India three tends to feel alienated in environment, frequent by India one.

TABLE: 6 -INCOME LEVEL OF RESPONDENTS

Income level 5000 5001-15000 15001-25000 25000 > TotalNo. of Respondents 25 36 72 83 216per cent of Respondents 12 17 33 38 100

It is observed from Table-7 that the majority of respondents who visit the moder

n retail outlet aregraduates (57 percent) and Post Graduates (29 per cent). It is clear from the table that people whoare educated are better understanding about the concept of modern retail outletand the shoppingexperience provided to them.

TABLE: 7 EDUCATIONAL BACKGROUND OF RESPONDENTS


15/24



16/24


Educational Back ground 10th passed HSC Graduate Post Graduate TotalNo. of Respondents 13 18 123 62 216per cent of Respondents 6 8 57 29 100

It is observed from table-8 that most of the customers visit at least once in aweek or fortnightlyregularly to retail outlets.. Majority of the respondents visit fortnightly (29per cent), weekly (28per cent) and monthly (26 per cent). Very few respondents visit quarterly (11 per cent) andoccasionally (6 per cent). It can be inferred from table-3 that modern retail outlets are findingsuccess in motivating people to visit the stores frequently.

TABLE: 8 FREQUENCY OF VISITS BY RESPONDENTS

Visits No. of Respondents Per cent of RespondentsWeekly 60 28Fortnightly 57 29

Monthly 63 26Quarterly 23 11Occasionally 13 6Total 216 100

The opinions of respondents purpose of visit to retail outlet is shown in table-9 Majority of therespondents are of the opinion that the purpose of visit is that (55 per cent) for shopping, windowshopping ranks second (36 per cent) because these modern retail outlets offer them moreproducts and services. New trend for the youngsters it that they get together inthe modern retail

outlets which constitutes (9 per cent) very less respondents but it is in the increasing trend.

TABLE: 9 PURPOSE OF VISIT BY RESPONDENTS

Particulars No. of Respondents per cent of RespondentsShopping 118 55Window Shopping 78 36Get Together 20 9Total 216 100

Sri Krishna International Research & Educational Consortium

http://www.skirec.com-205


17/24


It was observed from table-10 that 70 per cent of the customers who visit the retail outlets spendon an average two hours per visit. 23 per cent of the customers spend one hour and only 7 percent of the customers spend more than three hours.

TABLE: 10 TIME SPEND PER VISIT BY RESPONDENT

Particulars No. of Respondents per cent of RespondentsOne Hour 49 23Two Hour 151 70More than 3 hours 16 7Total 216 100

The opinions of the respondents regarding the shopping habits of the respondentsare shown intable-11. About 51 per cent of the respondents who visit the modern retail outlets shop forclothes & Accessories, followed by electronics items with 40 per cent, grocery w

ith 30 per cent,vegetables with 5 per cent and other with 7 per cent. It is observed that Customers feelconservative to buy fruits & Vegetable from air-conditioned supermarkets. They still prefer tobuy these kinds of products either from the local mobile vegetables sellers or from the nearestsabji Market. Probably this is working as deterrent factor for the growth of Supermarkets in Indiain a sense that they are able to attract visitors rather customers.

TABLE:11 SHOPPING HABITS OF RESPONDENTS

Particulars No. of Respondents per cent of RespondentsClothes & Accessories 109 51Electronics 87 40Grocery 65 30Vegetables 12 5Others 15 7

The opinions of the respondents regarding the amount spent per visit are shown in table-12. 67per cent of the respondents who visit the retail outlet spend in between 1000-5000 rupees pervisit. 25 per cent of the respondents spend less than 1000 rupees per visit and

only 8 per cent ofthe respondents spend more than 5000 rupees per visit. It was observed that customers looked



18/24


into Price-Value equation. Most of the retailers reported that customers were very muchconscious for the value, and they usually compared the value sacrificed & received. It played avery key role in their buying decision process.

TABLE: 12-AMOUNT SPENT PER VISIT BY RESPONDENTS

Particulars No. of Respondents per cent of RespondentsLess than 1000 55 251001-5000 144 675000 and above 17 8Total 100 100

The opinions of respondent.s factors influencing for visiting a retail mall areshown in table-13.The respondents gave a multiple opinions regarding the preferences given in thequestionnaire.Majority of the respondents visit the modern retail outlet because everything isavailable under

one roof (59 per cent). The second preference is given to convenience ( 44 per cent) the thirdpreference to variety (36 per cent), fourth preference brands (31 per cent) andfifth preference toquality (24 per cent). It is observed during the research that given the right environment and acorrect emotional connect with customers, anything is possible, as Big Bazaar did by celebratingSabse Sasta Din, attracted the unexpected crowd.

TABLE: 13 FACTORS INFLUENCING FOR VISITING A RETAIL MALL

Particulars No. of Respondents per cent of RespondentsLess time 32 15Economic 24 11Brands 68 31Variety 78 36Quality 52 24All under one roof 128 59Convenience 96 44

The opinion of the respondent.s preference of selecting a particular outlet is given in table-14.Multiple opinions were given to this question. It is surprise to know that 54 per cent of the



19/24


respondents prefer to visit a particular outlet based on the offer and discountsprovided to them.Second preference is given to services (43 per cent), third preference to quality (26 per cent), andfourth preference to word of mouth (25 per cent), fifth to brand name (24 per cent). It was alsoobserved on the basis of primary research, that retailers often overlook the schemes & offeringsexpected by the customers and try to impose their own offerings upon customers whichultimately cause the dissatisfaction. It was also observed that Customers for food items alwaysexpect hyper discounts & offers.

TABLE: 14 PREFERENCE OF SELECTING PARTICULAR OUTLET

Particulars No. of Respondents per cent of RespondentsQuality 56 26Services 92 43

Brand Name 52 24Word of Mouth 54 25Offers and discounts 116 54

The opinions of the customer buying habits are shown in table-15. Multiple opinions were givento this question. Majority of the respondents who visit the modern retail outletbuy apparelsproducts (67 per cent), second preference to cosmetics ( 61 per cent), third toappliances (58 percent), fourth to utensils, followed by toy and gifts, grocery, jeweler, and foodproducts.

TABLE: 15 BUYING HABITS OF RESPONDENTS

Particulars No. of Respondents per cent of RespondentsApparels 145 67Food Products 55 25Appliances 126 58Jewellery 69 32Cosmetics 132 61Health & Oral Care 23 11Utensils 96 44

Sri Krishna International Research & Educational Consortium

http://www.skirec.com-208


20/24


Grocery 56 26Toy & Gifts 90 42

SUGGESTIONS & CONCLUSION

1)Retailers need to think about shoppers not just about a format as understandingthe

shoppers. dynamics holds the key to such a business. Retailers would have to create new

delivery formats that can cater to the huge mass of consumers.

2)Retailers must understand what value shopper is looking for and how the retailers candeliver that desired value to the customer. However, most retailers look for what they are

offering and how shoppers can fit into retailer.s scheme of offerings.

3)In the long run such strategies may not be viable. Sam Walton and Jack Welch share asame line of thinking that consumer is the source of competitive advantage and one ofleading UK based retailers Tesco Inc. has shown how understanding consumer can be asource of redefining business and gaining sustainable advantage.

4)

Retailing in India is entirely different from western countries for that mattereven fromAsian counterparts. Studies show that upgraded Kirana stores are growing at thesamerate as organized retailers.

5)It is also observed that in the changing retailing environment, understanding the psycheof customer is critical to success in retailing. Aggregate level picture may bemisleading,as it averages the beats and the valleys. Hence, individual understanding is desirable.

6)Though, some Indians are behaving as sophisticated shoppers, tens of millions are stillnovice but no less avid consumers are joining the fray every year. So, retailershave toacknowledge this change and also stay a step a head of the evolution curve of the Indianmarket.


21/24

7)Finally, it is not the format that gives business sustainability rather it is one of thevehicles to deliver the value to the customer.

8)Indian consumers are still family-driven entities. Shopping, entertainment and eating outare family events. Since these decisions are normally group decisions, hence a marketerhas to address family sensibilities more rigorously to woo Indian customers.



22/24


9)Indian customers have become more sensitive to quality, customer service and status.He/She is ready to pay, sometimes, astronomical sums provided their needs are satisfied.They are basically looking for an experience which is more of cognitive than physical. Inbrief, Jo Dikhta Hai Wo Hi Bikta Hai.

REFERENCES

1.Bijapurkar, R. (2003), the New, Improved Indian Consumer, Business World, 8thDecember, PP. 28-36.2.Consumer & Marketers, Marketing White Book (2006) P. 1093.FDI in Retail Sector in India, Arpita Mukherjee, Nitisha Patel, ICRIER Publication,pg.31

4.India Retail Hand book, ICICI and AC Neilson, ORG Marg (2006)5.Living it Up, India Today, August, 22, 2005, pp.866.Marketing White Book (2006), Business World, pp.237, 114-115.7.Non-Store Retailing, Retailing in India, Euro monitor Report, 20068.Retailing in Punjab: 2010 and beyond (2006), an image & CII study.9.India.s Economic Growth May Beat China by 2015: Goldman Sachs, Asia Pulse,February 7, 2005.

10.Future Group Research, Published in It Happened in India by Kishore Biyani, 2007.11. The Times of India, New Delhi, February 1, 2008 Pg. 1412. NCAER Research on Indian Consumers, The Great Indian Consumer, 2005.13. The Global Retail Development Index,( 2006) , AT Kearney.14. TSMG ( Tata Strategic Management Group) Analysis, 2006.15. Indian Retail Report 2005Sri Krishna International Research & Educational Consortiumhttp://www.skirec.com-210


23/24

Copyright of Asia Pacific Journal of Research in Business Management is the property of Sri KrishnaInternational Research & Educational Consortium and its content may not be copied or emailed to multiple sitesor posted to a listserv without the copyright holder's express written permission. However, users may print,download, or email articles for individual use.


24/24

customer shopping behaviour word

Documents