Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

Stan, Valentina

doi:10.19030/jabr.v31i2.9121

Cited by 14 publications

(15 citation statements)

References 64 publications

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“…Accordingly, our model introduces four value dimensions: product quality, service quality, shopping enjoyment, and self‐esteem. These values were chosen because they correspond to the main stream of experiential values reported in both Figure and Table : That is, the same dimensions as those found on the PERVAL scale in Sweeney and Soutar () were further replicated (e.g., Chi & Kilduff, ; Stan, ), and they are also the ones used in works on tourist shopping, such as the research by Guo et al () and Lloyd et al ().…”

Section: Empirical Study Developmentmentioning

confidence: 99%

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Gallarza

Gardó

García

2017

J of Consumer Behaviour

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Previous literature on consumer behavior has tackled the experiential approach in retailing services in depth; however, most of the previous studies have concentrated on the simultaneous but not concatenated effects of value dimensions on satisfaction and/or loyalty. Furthermore, tourists' shopping behavior remains an underdeveloped area of study from the experiential perspective. This work explores experiential tourist shopping value, aiming to (a) explain tourists' loyalty to retailers by adding causality to experiential dimensions and (b) prove the subjectivity of these values. After a diachronic and synchronic review of the literature on experiential shopping value, a structural model with a chain of effects consisting of product quality, service quality, self‐esteem and shopping enjoyment on loyalty, and a multidimensional index as a second‐order model were built with partial least squares and tested on a purposive sample of 374 tourists in Valencia (Spain). Our findings revealed a sequential approach to tourists' shopping experiences where utilitarian values led to social and hedonic ones, all of which were antecedents of loyalty to retailers. Furthermore, the index showed differences by gender and nationality. Although our results are context specific, they add to the value creation process as they show a sequence of effects, and a fully subjective value provision, which changes according to demographics. The originality of this work is that it contributes to the suitability of the experiential paradigm in explaining tourists' shopping behavior by promoting interest in this specific, underdeveloped target area, and also by adding causality and proving the subjectivity of experiential value dimensions.

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Section: Empirical Study Developmentmentioning

confidence: 99%

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Gallarza

Gardó

García

2017

J of Consumer Behaviour

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“…quality of relationship with consumers, neatness of the store, product assortment). Previous studies have shown that store image is a predictor of satisfaction (Boloemer and de Ruyter 1998;Stan, 2014), of perceived value (Grewal et al 2004;Stan, 2014) and a predictor of loyalty (Bellenger et al 1976;Sirgy, 1985;Stan, 2014).…”

Section: Conceptual Framework and Hypothesis Developmentmentioning

confidence: 99%

Does Consumer Gender Influence The Relationship Between Consumer Loyalty And Its Antecedents?

Stan¹

2015

JABR

Self Cite

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A retailer can improve consumer loyalty to a store by identifying and implementing a suitable marketing strategy, which must start with proper understanding of the factors that influence shoppers choice behavior. Several empirical studies on buying behavior have pointed out that customer demographics may be related to store loyalty. Regarding gender, even if this variable is often perceived as a main predictor of differential outcomes in social psychology literature, it is not yet clear how these differences impact customer loyalty and the relationship between consumer loyalty and its antecedents. The findings of this study demonstrate that women are more loyal to store than men. In addition to this, it can be noted that gender does not moderate any of the relationships between loyalty and its antecedents.

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“…Importance of trust on customers' loyalty was analysed by Wu et al (2015) and El-Manstrly (2016). Other authors (Stan, 2015;Ram & Wu, 2016) have evaluated the impact of perceived switching costs on loyalty. The commitment was included in some studies as well (Lariviere et al, 2014;Wu et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Drivers of attitudinal and behavioural loyalty in B-2-B markets

Dikčius

Kirse²,

Časas³

et al. 2019

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There is no doubt that loyalty is one of the most frequently explored topics. However, this might not be the case with the loyalty in the business-to-business market. That is also true about the research of the loyalty-forming constructs: it is unclear whether the constructs, which influence loyalty in B-2-C market-perceived quality, switching costs, commitment, trust, and satisfaction-have an impact on loyalty in the B-2-B market, too. The paper aims to evaluate an impact of the main drivers on the two types of loyaltybehavioural and attitudinal-in the case of B-2-B market. The survey of B-2-B service companies, performed in a small transition economy, has proved the significance of the selected factors for the measurement of loyalty. The high level of determination coefficient showed that the models included the most important factors. However, some factors had a direct impact, while other factors influenced loyalty indirectly. Switching costs and attitudinal loyalty had a direct impact on behavioural loyalty. At the same time, satisfaction had a direct impact on attitudinal loyalty, making an influence of the behavioural loyalty as well. Meanwhile, the impact of trust, perceived quality and commitment on attitudinal loyalty was strongly mediated by the perception of satisfaction.

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Antecedents Of Customer Loyalty In The Retailing Sector: The Impact Of Switching Costs

Abstract: ABSTRACT

Cited by 14 publications

References 64 publications

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Experiential tourist shopping value: Adding causality to value dimensions and testing their subjectivity

Does Consumer Gender Influence The Relationship Between Consumer Loyalty And Its Antecedents?

Drivers of attitudinal and behavioural loyalty in B-2-B markets

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