Augmented retail services: The lifetime value of affection

Taher, Ahmed; Leigh, Thomas W.; French, Warren A.

doi:10.1016/0148-2963(95)00127-1

Cited by 42 publications

(23 citation statements)

References 13 publications

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“…Highly valuable shopping experiences are more satisfying (Taher, Leigh & French, 1996). Therefore, positive relationships are expected between both value dimensions and customer satisfaction.…”

Section: H13-h15mentioning

confidence: 81%

Does santa have a great job? Gift shopping value and satisfaction

Babin

Gonzalez

Watts

2007

Psychology and Marketing

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For good or bad, shopping and gifting are intertwined. This research looks at sources of gratification associated with shopping for gifts. More particularly, the roles played by general and specific shopping orientations in shaping gift shopping value and satisfaction are examined. Results from testing a theoretical model suggest that gift shopping orientations, such as agape, may dominate general shopping orientations, such as price consciousness. Also, the important role played by utilitarian shopping value is consistent with gift shopping more as a job than as a source of leisure. However, the results fall short of suggesting a negative relationship between gift shopping and hedonic shopping value. So gift shopping may be a job, but a job that is not so horrible after all.

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Section: H13-h15mentioning

confidence: 81%

Does santa have a great job? Gift shopping value and satisfaction

Babin

Gonzalez

Watts

2007

Psychology and Marketing

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“…They contend that retailing is being threatened by a host of informative and value/cost alternatives for consumer patronage. Taher et al (1996) point out that there are a growing number of customers who are greater risk takers. These consumers, they believe, are being empowered by more information and based on promises of receiving better value else where are often willing to switch from their current primary stores.…”

Section: Introductionmentioning

confidence: 99%

“…However, according to Taher et al (1996), being comfortable with a store or store satisfaction is not enough to ensure repeat patronage. They contend that retailing is being threatened by a host of informative and value/cost alternatives for consumer patronage.…”

Section: Introductionmentioning

confidence: 99%

“…These consumers, they believe, are being empowered by more information and based on promises of receiving better value else where are often willing to switch from their current primary stores. Taher et al (1996) and Sirohi et al (1998) emphasise that it is therefore important for retailers to systematically seek information of the retail patronage experience and then plan to build store loyalty based on augmented services, including their financial implications. Reichheld and Sasser (1990) assure us that increased rates of retention lead to increased profitability.…”

Section: Introductionmentioning

confidence: 99%

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Shoppers' satisfaction levels are not the only key to store loyalty

Miranda

Kónya

Havrila

2005

Marketing Intelligence &Amp; Planning

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In this research study, grocery shoppers were interviewed to identify the factors that influence satisfaction with their primary store and the factors that encourage them to continue patronising this store despite being presented with an inducement to shop at another store. The study estimated two models; one predicting store satisfaction and the other predicting store loyalty. The results demonstrate that the significant factors that contribute to store satisfaction have little in common with the factors that impel shoppers to stay store loyal. Moreover, there was no evidence from this study that shoppers' overall store satisfaction was by itself a significant influence on their continued patronage of the store. Retail firms often do not recognise that the elements that contribute to customer satisfaction are different from those factors that help sustain store loyalty and consequently do not separate their resources between the two sets. Unless retail firms remain vigilant to changing consumer behaviour patterns, they will not be able to tell apart the elements of the retail mix that could typically insulate their primary customers from responding to special competitive offers.

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“…Rhee and Bell (2002) believe that while shoppers often patronize many stores, they typically have a primary affiliation to a "main store" that captures the majority of their purchases. Taher et al (1996) and Sirohi et al (1998) emphasise that it is important for retailers to systematically seek information of the retail patronage experience and then plan to build store loyalty based on augmented services, including their financial implications. Research conducted processing of store attributes by means of which consumers decide which will be their primary store.…”

Section: Literature Reviewmentioning

confidence: 99%

A study on attributes influencing the purchasing behaviour of apparel consumers in organized outlets

Prasad¹

2012

Afr. J. Bus. Manage.

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The purpose of this study is to identify the purchasing drivers of apparel consumer in apparel product categories, in the context of the evolving organized retail industry in India. The paper attempts to correlate the distinct store features as perceived by respondents with the true motivations of various consumers in purchasing and patronising of organized outlets. In the process it provides insight of various attributes influencing the purchasing behaviours of an average Indian consumer. The framework evolved for evaluating effectiveness and impact of different attributes influence the behaviour and a major impact on the overall profitability of the retailing business. Increase in the rate of literacy, growing number of working women, highly disposable income, easy availability of credit at low interest rates and high rate of media penetration along with the assurance of similar quality products with large ambit of price differentiation, painted the India's dynamic organized retail landscape. Rising interest and growing expansion of organized retail market leading to success of a business, depends solely on consumers' urges that there is a need to study their buying behaviour. The study is based on primary data, a total of 178 apparel retail customer from leading outlets in Hyderabad and Secunderabad are surveyed by using structured questionnaire with mall intercept method. The results reveal that the shoppers do not rate the factors equally, without leaping in the dark, proper emphasis can be given to the factors. The results further prove that the apparel consumers' buying behaviour is mostly influenced by the attributes like style > value > diversity > demand > credibility > concern > referral groups. This study contributes information to both academic and retail managers for their theoretical and practical purposes.

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Augmented retail services: The lifetime value of affection

Cited by 42 publications

References 13 publications

Does santa have a great job? Gift shopping value and satisfaction

Does santa have a great job? Gift shopping value and satisfaction

Shoppers' satisfaction levels are not the only key to store loyalty

A study on attributes influencing the purchasing behaviour of apparel consumers in organized outlets

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