How perceptions of relationship investment influence customer loyalty: the mediating role of perceived value and the moderating role of relationship proneness

Menidjel, Choukri; Bilgihan, Anil

doi:10.1080/0965254x.2021.1900342

Cited by 14 publications

(17 citation statements)

References 112 publications

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“…Moreover, customers tend to focus on achieving benefits from consuming particular products or services. In the service context, utility theory has been applied to understand the influence of economic consumption behavior on customers' satisfaction (Bordley, 2001; Dellaert and Lindberg, 2003; Jana and Mitra, 2021; Menidjel and Bilgihan, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

Multidimensional value of customers' mobile service experiences in the food service context

Kwon

Ahn

2022

JHTI

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PurposeDespite the importance of mobile experiences in the food service industry, extant studies do not empirically examine customers' behavior. Thus, the authors examine this issue by using utility theory to understand the role of multidimensional customers' perceived value in the formation of a positive attitude.Design/methodology/approachCustomers' perceived service, process, and relationship values are hypothesized to affect satisfaction, which in turn affects attitudinal loyalty to food delivery applications. Also, the authors explore whether attitudinal loyalty influences customers' behavioral loyalty. Hypotheses are examined using data from US customers of food delivery applications. Partial least squared structural equation modeling is used.FindingsResults show that customers' perceived service, process, and relationship valuation of mobile experiences influence satisfaction, whereas only the process value influences satisfaction and attitudinal loyalty. Moreover, customers' behavioral loyalty is positively affected by satisfaction and attitudinal loyalty.Research limitations/implicationsService, process, and relationship values have been shown as an important indicator of customers' positive attitude toward food delivery service providers. Thus, this study provides a better understanding of the relationship between customers' mobile service experience and their behavior will allow service providers to design better mobile services.Originality/valueThe study extends utility theory to mobile the food delivery context. Specifically, this research demonstrates why and how customers decide to use mobile food delivery application.

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Section: Literature Reviewmentioning

confidence: 99%

Multidimensional value of customers' mobile service experiences in the food service context

Kwon

Ahn

2022

JHTI

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“…Wong (2021) investigates customer loyalty confirming that access convenience and benefit convenience significantly influence customer loyalty. Menidjel and Bilgihan (2021) probe customer loyalty confirming that perceived relationship investment and perceived value directly impact customer loyalty.…”

Section: Literature Reviewmentioning

confidence: 76%

Sustaining customer loyalty of fresh food e-tailers: an empirical study in China

Cui

Deng

et al. 2022

APJML

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PurposeWith the rapid development of fresh food e-commerce, sustaining customer loyalty is becoming critical for fresh food e-tailers (FFE) to be competitive. This study aims to investigate how to sustain customer loyalty of FFE in China.Design/methodology/approachA comprehensive literature review leads to the development of a conceptual model using the American customer satisfaction index (ACSI). This model is then tested and validated through structural equation modelling (SEM) of the survey data in China.FindingsThe study reveals that trust and perceived product risk significantly affect customer loyalty. It states that trust is significantly influenced by customer satisfaction and perceived product risk. Furthermore, the study shows that perceived risk of online shopping does not significantly influence customer trust and loyalty.Originality/valueThis study is the first in China for exploring how to sustain customer loyalty of FFE. The findings are significant for FFE to develop customer loyalty by formulating appropriate policies and strategies.

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“…Second, customer retention leads to higher profit than customer acquisition (Oliver, 1999). Prior research investigated several antecedents of store loyalty, such as in-store shopping experience (Terblanche, 2018;Yoon and Park, 2018) and relationship marketing (Audrain-Pontevia and Garnier, 2021;Menidjel and Bilgihan, 2021). Diallo and colleagues found the statistically significant role of culture in several retailing domains such as shopping mall (Diallo et al, 2018), luxury brand retailing (Diallo et al, 2021) and preference for store brand (Diallo and Siqueira, 2017).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Retail store loyalty is essential to the survival and success of a retailer as customer retention leads to higher profit than customer acquisition (Oliver, 1999). Prior research studied various factors such as shopping experience (Srivastava and Kaul, 2016;Terblanche, 2018;Yoon and Park, 2018) and relationship marketing (Audrain-Pontevia and Garnier, 2021;Menidjel and Bilgihan, 2021;Wong and Sohal, 2002) that influence loyalty. The role of in-store experience is crucial for retailers to achieve an advantage in the competitive market due to the growing importance of the pure players and online grocery shopping (Grewal and Roggeveen, 2020;Park and Kim, 2022;Souiden et al, 2019;Vilnai-Yavetz et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

How do cultural factors affect loyalty behaviour in retailing? The central role of social proximity

Charinsarn

Diallo

Lambey-Checchin

2023

IJRDM

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PurposeRetail store loyalty is essential to the survival and success of a retailer. The intangible benefits provided by the social exchange in-store influence the way consumers consider their relationships with the retailer. However, its relationships with social proximity and cultural factors are not clear. Therefore, this article investigates the effects of specific cultural dimensions on loyalty behaviour, as well as the mediating role of social proximity on the relationship investigated.Design/methodology/approachThis research is based on an empirical investigation undertaken in Thailand with a sample of 636 respondents. Two retail chains were investigated (Big C and Tesco). Structural equation modelling was used to test the research model and a series of research hypotheses.FindingsThe results reveal that uncertainty avoidance and long-term orientation have positive direct effects on loyalty, while collectivism does not. Furthermore, social proximity significantly mediates the effects of collectivism and long-term orientation on customer loyalty. These findings show that Thailand is a specific emerging market in which retail chains should adapt their loyalty programme accordingly.Practical implicationsThe cultural differences could be used for segmentation strategy for retailers to engage customers in a relationship with the hypermarket. Social proximity is an efficient lever to build loyalty in Thailand. In addition, retailers could utilise certainty and steadiness message as a way to build shopper loyalty.Originality/valueThis research underlines the social, human dimension that consumers seek, which is opposed to the online purchase. Specifically, this study highlights the mediating role of social proximity between the relationship of cultural variables and loyalty in the retail context. Additionally, this research displays the direct and positive effects of culture on retail loyalty. That is, this paper enhances how culture and shopper-retail staff interaction can be managed to achieve store loyalty.

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How perceptions of relationship investment influence customer loyalty: the mediating role of perceived value and the moderating role of relationship proneness

Cited by 14 publications

References 112 publications

Multidimensional value of customers' mobile service experiences in the food service context

Multidimensional value of customers' mobile service experiences in the food service context

Sustaining customer loyalty of fresh food e-tailers: an empirical study in China

How do cultural factors affect loyalty behaviour in retailing? The central role of social proximity

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