A qualitative study of stakeholder views on the effects of a sugar-sweetened beverages tax on the budgets, dietary intake, and health of lower and higher socioeconomic groups in the Netherlands

BackgroundThere are socioeconomic inequalities in overweight and obesity in many European countries. The introduction of a sugar-sweetened beverages (SSB) tax may contribute to a reduction of these inequalities. However, little is known about the views of various stakeholder groups, involved in the decision-making process of implementing an SSB tax, on the potentially different effects of an SSB tax on lower and higher socioeconomic groups. This study aims to gain insight into the perceptions of stakeholder groups in the Netherlands on (1) the effects of an SSB tax on the budgets of lower and higher socioeconomic groups and (2) the impact of an SSB tax on socioeconomic inequalities in dietary intake and health.MethodsA qualitative semi-structured interview study was conducted between March and May 2019 with 27 participants from various stakeholder groups (i.e. health and consumer organizations, health professional associations, trade associations, science, advisory bodies, ministries and parliamentary parties) in the Netherlands. Data were analyzed using a thematic content approach.ResultsParticipants, from all stakeholder groups, indicated that an SSB tax would have a larger impact on the budgets of lower socioeconomic groups. Participants, from all stakeholder groups (except trade associations), mentioned an SSB tax could have greater health benefits among lower socioeconomic groups as they often have a higher SSB consumption and are more likely to be overweight or obese. Some participants (from science, a health and consumer organization, and a health professional association) mentioned that an SSB tax may have no or adverse health effects among lower socioeconomic groups (e.g. compensation of lower SSB consumption with other unhealthy behaviours). Some participants (from science and a health and consumer organization) emphasised an SSB tax should only be introduced when accompanied by other interventions (e.g. educational efforts, offering healthy alternatives), to make it easier for lower socioeconomic groups to lower their SSB consumption in response to an SSB tax, and to prevent adverse health effects.ConclusionsParticipants believed an SSB tax could contribute to a reduction in socioeconomic inequalities in dietary intake and health. However, additional interventions facilitating the reduction of SSB consumption in lower socioeconomic groups were recommended.

Toward service recovery strategies: the role of consumer-organization relationship norms

Purpose Given the increasing importance of relationship management in service recovery encounters, this study aims to investigate the role of consumer–organization relationship norms (communal versus exchange) in connection with the service recovery process. Design/methodology/approach Based on a thorough review of the previous literature, the model was developed. Using a scenario-based survey method, a total of 204 usable responses were obtained via self-administered questionnaires in the USA. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models. Findings The findings indicate that consumers’ recovery processes are influenced by relationship norms. For consumers in the communal relationship, perceived social recovery had a greater influence on satisfaction with the service recovery. Consumers in the exchange relationship reacted more sensitively to perceived economic recovery in terms of satisfaction with the service recovery. Research limitations/implications The focus of this study is restaurant consumers’ responses to service recovery in the context of an established relationship. Therefore, the results may not be generalizable for other consumers and segments. Practical implications The findings have important implications for increasing the understanding of consumer behavior in established relationships and suggesting effective recovery strategies. Originality/value This study investigates the effect of different relationship norms that could explain varying consumer responses to service recovery within a high-quality relationship. It also provides directions for improving consumers’ satisfaction with service recovery. This differs from previous studies that mainly focused on relationship quality.