IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v18y2021i24p13262-d703766.html
   My bibliography  Save this article

Applying Customer Journey Mapping in Social Marketing to Understand Salt-Related Behaviors in Cooking. A Case Study

Author

Listed:
  • Erik Cateriano-Arévalo

    (CRONICAS Center of Excellence in Chronic Diseases, Universidad Peruana Cayetano Heredia, Lima 15074, Peru)

  • Lorena Saavedra-Garcia

    (CRONICAS Center of Excellence in Chronic Diseases, Universidad Peruana Cayetano Heredia, Lima 15074, Peru)

  • Vilarmina Ponce-Lucero

    (CRONICAS Center of Excellence in Chronic Diseases, Universidad Peruana Cayetano Heredia, Lima 15074, Peru)

  • J. Jaime Miranda

    (CRONICAS Center of Excellence in Chronic Diseases, Universidad Peruana Cayetano Heredia, Lima 15074, Peru
    School of Medicine, Universidad Peruana Cayetano Heredia, Lima 15102, Peru)

Abstract

Worldwide, salt consumption exceeds the World Health Organization’s recommendation of a daily intake of 5 g. Customer journey mapping is a research method used in market research to understand customer behaviors and experiences and could be useful in social marketing as well. This study aimed to explore the potential of customer journey mapping to better understand salt-related behaviors performed during the preparation of household cooking. We tracked the journey of four women in their kitchens for approximately two hours to observe the preparation of lunch. Individual journey maps were created, one for each woman, that were composited into a single journey map. We found that customer journey mapping was a suitable research method to understand how food preparers made decisions around adding salt and artificial seasonings at each stage of the journey. In contrast to the interviewee’ responses, it was observed that the four women added salt and artificial seasonings consistently and incrementally with little control and without any standard measure. In this study, we demonstrate the utility of customer journey mapping in a novel context and nudge social marketers to include this tool in their repertory of research methods to understand human behavior.

Suggested Citation

  • Erik Cateriano-Arévalo & Lorena Saavedra-Garcia & Vilarmina Ponce-Lucero & J. Jaime Miranda, 2021. "Applying Customer Journey Mapping in Social Marketing to Understand Salt-Related Behaviors in Cooking. A Case Study," IJERPH, MDPI, vol. 18(24), pages 1-11, December.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:24:p:13262-:d:703766
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/18/24/13262/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/18/24/13262/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Adriana Blanco-Metzler & Hilda Núñez-Rivas & Jaritza Vega-Solano & María A. Montero-Campos & Karla Benavides-Aguilar & Nazareth Cubillo-Rodríguez, 2021. "Household Cooking and Eating out: Food Practices and Perceptions of Salt/Sodium Consumption in Costa Rica," IJERPH, MDPI, vol. 18(3), pages 1-19, January.
    2. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Going on a journey: A review of the customer journey literature," Journal of Business Research, Elsevier, vol. 125(C), pages 336-353.
    3. Juan Chen & Ye Tian & Yixing Liao & Shuaishuai Yang & Zhuoting Li & Chao He & Dahong Tu & Xinying Sun, 2013. "Salt-Restriction-Spoon Improved the Salt Intake among Residents in China," PLOS ONE, Public Library of Science, vol. 8(11), pages 1-9, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Muthaffar, Aisha & Vilches-Montero, Sonia, 2023. "Empowering retailers: A bounded rationality perspective to enhancing omnichannel journey satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Manoela Lawall Radtke & Stefânia Ordovás de Almeida & Lélis Balestrin Espartel, 2022. "What Brought Me Here? Different Consumer Journeys for Practices of Sustainable Disposal through Takeback Programmes," Sustainability, MDPI, vol. 14(9), pages 1-25, April.
    3. (Daisy) Lyu, Jing & Krasonikolakis, Ioannis & Vrontis, Demetris, 2022. "A systematic literature review of store atmosphere in alternative retail commerce channels," Journal of Business Research, Elsevier, vol. 153(C), pages 412-427.
    4. Zirar, Araz & Ali, Syed Imran & Islam, Nazrul, 2023. "Worker and workplace Artificial Intelligence (AI) coexistence: Emerging themes and research agenda," Technovation, Elsevier, vol. 124(C).
    5. Hosany, A. R. Shaheen & Hosany, Sameer & He, Hongwei, 2022. "Children sustainable behaviour: A review and research agenda," Journal of Business Research, Elsevier, vol. 147(C), pages 236-257.
    6. Angelos Pantouvakis & Anastasia Gerou, 2022. "The Theoretical and Practical Evolution of Customer Journey and Its Significance in Services Sustainability," Sustainability, MDPI, vol. 14(15), pages 1-16, August.
    7. Zeying Huang & Di Zeng, 2021. "Factors Affecting Salt Reduction Measure Adoption among Chinese Residents," IJERPH, MDPI, vol. 18(2), pages 1-15, January.
    8. Christian Koch & Michael Hartmann, 2023. "Importance of the perceived quality of touchpoints for customer journey analysis – evidence from the B2B sector," Electronic Commerce Research, Springer, vol. 23(3), pages 1515-1538, September.
    9. Lane Peterson Fronczek & Martin Mende & Maura L. Scott, 2022. "From self‐quantification to self‐objectification? Framework and research agenda on consequences for well‐being," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(3), pages 1356-1374, September.
    10. Santos, Susana & Gonçalves, Helena Martins, 2021. "The consumer decision journey: A literature review of the foundational models and theories and a future perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    11. Lundin, Lisa & Kindström, Daniel, 2023. "Digitalizing customer journeys in B2B markets," Journal of Business Research, Elsevier, vol. 157(C).
    12. Yilmaz, Tuba & Sagfossen, Sofie & Velasco, Carlos, 2023. "What makes NFTs valuable to consumers? Perceived value drivers associated with NFTs liking, purchasing, and holding," Journal of Business Research, Elsevier, vol. 165(C).
    13. Cui, Xingwen & Xie, Qinghong & Zhu, Jing & Shareef, Mahmud Akhter & Goraya, M. Awais Shakir & Akram, Muhammad Shakaib, 2022. "Understanding the omnichannel customer journey: The effect of online and offline channel interactivity on consumer value co-creation behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    14. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    15. Cocco, Helen & Demoulin, Nathalie T.M., 2022. "Designing a seamless shopping journey through omnichannel retailer integration," Journal of Business Research, Elsevier, vol. 150(C), pages 461-475.
    16. Valter Afonso Vieira & Marcos Inácio Severo de Almeida & Maria Carolina Zanette, 2023. "Grasping Marketing and Consumer Behavior in the Digital Environment: Brazilian Scholars Insights," RAC - Revista de Administração Contemporânea (Journal of Contemporary Administration), ANPAD - Associação Nacional de Pós-Graduação e Pesquisa em Administração, vol. 27(Vol. 27 N), pages 230141-2301.
    17. Su, Jingqin & Zhang, Yajie & Wu, Xianyun, 2023. "How market pressures and organizational readiness drive digital marketing adoption strategies' evolution in small and medium enterprises," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    18. Pei-Ju Wu, 2023. "O2O switching determinants and successful drivers in omnichannel retailing services," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 771-788, September.
    19. Vahideh Sadat Abedi & Oded Berman & Fred M. Feinberg & Dmitry Krass, 2022. "Strategic new product media planning under emergent channel substitution and synergy," Production and Operations Management, Production and Operations Management Society, vol. 31(5), pages 2143-2166, May.
    20. Natalia Rubio & Nieves Villaseñor & Mª Jesús Yagüe, 2021. "Influence of Value Co-Creation on Virtual Community Brand Equity for Unichannel vs. Multichannel Users," Sustainability, MDPI, vol. 13(15), pages 1-16, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:18:y:2021:i:24:p:13262-:d:703766. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.