A study of the impact of Corporate Social Responsibility and price image on retailer personality and consumers' reactions (satisfaction, trust and loyalty to the retailer)

Lombart, Cindy; Louis, Didier

doi:10.1016/j.jretconser.2013.11.009

Cited by 124 publications

(126 citation statements)

References 51 publications

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“…Lombart and Louis (2014) demonstrated the mediator role of trust in the connection between customer satisfaction and customer loyalty in the grocery retail sector.…”

Section: Customer Trustmentioning

confidence: 99%

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Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Filipe

Marques

Salgueiro

2017

Journal of Retailing and Consumer Services

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This paper aims: (i) to characterize the priorities designed and implemented by grocery retailers concerning relationship marketing with customers; (ii) to analyse customers' relationship with their grocery store and to evaluate store format and loyalty programs as key determinants of this relationship. Exploratory interviews were conducted with grocery store managers. Two independent samples of Portuguese customers answered a questionnaire and collected data were analysed using Structural Equation Modelling.Main results suggest that supermarkets lead to higher levels of customers' trust (directly) and customers' loyalty (indirectly). Furthermore, the positive effect of customers' satisfaction on customers' loyalty is higher for members of grocery store loyalty programs.

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“…Lombart and Louis (2014) demonstrated the mediator role of trust in the connection between customer satisfaction and customer loyalty in the grocery retail sector.…”

Section: Customer Trustmentioning

confidence: 99%

“…Trust (TRUST) was measured by three items adapted from Gurviez and Korchia (2002); Swaen and Chumpitaz (2008); Lombart and Louis (2014). Loyalty (LOY) was measured by five items adapted from Zeithaml et al (1996).…”

Section: Instrument and Measuresmentioning

confidence: 99%

Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Filipe

Marques

Salgueiro

2017

Journal of Retailing and Consumer Services

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“…For this specific profile, trust in the store has no impact on the three variables of the relational chain posited in this study: attachment, attitudinal loyalty and behavioral loyalty. Note that Lombart and Louis (2014) and Lombart et al (2016) could not establish also a link between consumer trust and loyalty to the retailer. Hypotheses H13a, H13b and H13c are therefore not supported by our data for this profile, as well as hypotheses H14 and H15 relating to The convergent validities (ρ vc ) are shown on the diagonal and the square of the correlations (R ij 2 ) appear below the diagonal.…”

Section: Impacts Of the Perceptions Of The Product: Role Of Perceivedmentioning

confidence: 95%

Impacts of product, store and retailer perceptions on consumers’ relationship to terroir store brand

Lacœuilhe¹,

Louis

Lombart

2017

Journal of Retailing and Consumer Services

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A B S T R A C TThis research shows that consumers' relationship to terroir store brand, measured through attachment and two facets of brand loyalty (attitudinal and behavioral) is respectively influenced by their perceptions of the product, retailer and store. More specifically, the perceived authenticity of the products of the terroir store brand and its perceived value have a positive and significant influence on the attachment and behavioral loyalty of the regular buyers of this store brand and a positive and significant influence on the attachment of its occasional buyers. Trust in the retailer has a positive and significant impact on the behavioral loyalty of the regular buyers of this terroir store brand while perceived image of the store has only a positive and significant impact on the attitudinal loyalty of its occasional buyers.

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“…Taneja et al (2011) categorized CSR research into five major types. Type one discussed the meaning, definition, and model of CSR (Carroll, 1979(Carroll, , 1999(Carroll, , 2010Dahlsrud, 2008;Van Marrewijk, 2003); type two identified factors determining CSR (Lange & Washburn, 2012;Wu, 2014); type three analyzed actions of CSR (Oberseder, Schlegelmilch, & Murphy, 2013;Babiak & Trendafilova, 2011;Bravo, Matute, & Pina, 2012); type four identified the effects of CSR on stakeholders and financial performance (Chih et al, 2014;Lombart & Louis, 2014;Lu, Chau, Wang, & Pan, 2014;Oberseder et al, 2013); type five explored the measurement tools of corporate social performance (Giannarakis, Litinas, & Theotokas, 2011;Turker, 2009;Wood, 2010;Wagner, Bicen, & Hall, 2008). Extensive research has been conducted on CSR; however, little research has addressed the concerns of CSR (i.e., CSiR), which is a major gap in consumer behavior research.…”

Section: Csr and Csirmentioning

confidence: 99%

Socially Irresponsible Corporations and Choices of Consumers: Altruism, Retaliation, or Demand for Reparation?

Chen¹,

Chen²,

Tai³

2018

IJMS

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In this study we investigate consumers' perceptions regarding corporate social irresponsibility (CSiR), perceived betrayal, and punishment behaviors (altruistic, retaliatory and demand for reparation behavior). This article examined empirically the relationship between CSiR and punishment behaviors with perceived betrayal as a moderator via PLS-SEM and PROCESS. The results supported three main hypotheses (a) consumers' CSiR perception positively predicted their altruistic, retaliatory and demand for reparation behaviors as well as feelings of perceived betrayal; (b) Consumers' feelings of perceived betrayal positively influenced their altruistic, retaliatory and demand for reparations behaviors; (c) Consumers' feelings of perceived betrayal mediated the relationship between CSiR and punishment behaviors. Findings suggest that once consumers perceived CSiR events, they tend to perform punishment behaviors to penalize socially irresponsible corporations.

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A study of the impact of Corporate Social Responsibility and price image on retailer personality and consumers' reactions (satisfaction, trust and loyalty to the retailer)

Cited by 124 publications

References 51 publications

Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Impacts of product, store and retailer perceptions on consumers’ relationship to terroir store brand

Socially Irresponsible Corporations and Choices of Consumers: Altruism, Retaliation, or Demand for Reparation?

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