Loyalty to grocery stores in the Spanish market of the 1990s

Flavián, Carlos; Martı́nez, Eva; Polo, Yolanda

doi:10.1016/s0969-6989(99)00028-4

Cited by 93 publications

(45 citation statements)

References 20 publications

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“…In a study of the behaviour of grocery shoppers, Flavián et al, (2001) was able to demonstrate that shoppers who are prone to linger longer in the retail stores are having a happy shopping experience. This indication is supported by the results in this research study.…”

Section: Discussion Of Results (Model 1)mentioning

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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Section: Discussion Of Results (Model 1)mentioning

confidence: 99%

“…• Shopping patterns of the shopper such as, time spent in the store (Flavián et al, 2001); volume of purchase (Mägi 2003); recommendations of store to relatives and friends (Sirohi et al, 1998). One would expect that store satisfaction is a necessary condition for achieving store loyalty.…”

Section: Introductionmentioning

confidence: 99%

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

Miranda

Kónya

Havrila

2005

Marketing Intelligence &Amp; Planning

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“…Macintosh and Lockshin (1997) Hence, every visit to the store made the customers resulted in the purchase of the same product (Flavian et al 2001). This has been one of the factors contributing to brand loyalty.…”

Section: Loyalty Attributesmentioning

confidence: 99%

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Ramanathan

Subramanian

et al. 2017

Production Planning & Control

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Retail networks are striving to achieve competitive advantage by increasing value through loyalty and efficiency with a focus on service operations. As sales promotions have become an integral part of the retail supply chain planning, customer behavioural aspects based on loyalty and service operations have been challenged greatly. Subsequently, management capabilities, such as planning and timely replenishment, have become complicated tasks for many retail store managers. This study develops a model integrating retail network value and efficiencies with customer behaviour and performance. We validate the model using survey data from prominent UK retail store customers. Our data analysis shows that both loyalty and service operation attributes have positive significant impact on customer behaviour while the service operation mediates the relationship between loyalty and customer behaviour. This result gives a new outlook to build managerial capability based on customer loyalty and service operations. Our results specifically show that the service operation attributes will indirectly influence the customers' buying behaviour even in the presence of loyalty attribute such as promotion schemes. This result sends a strong signal to retail supply chain managers to offer customized promotions considering local community rather than having uniform sales promotion nationwide.

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“…Close looks at the previous researches in terms of the behavioral loyalty reveal that the behavioral loyalty includes all the cognitive, affective, and intentional elements as the claims of Oliver [16]. Brand loyalty is a concept of brand loyalty or psychological commitment and the behavioral loyalty, which the behavioral loyalty of the customers, may be defined as a repetitive tendency to purchase a particular product, brand, and service within a certain period of time [17].…”

Section: Switching Intention Processmentioning

confidence: 99%