The impact of retail store format on the satisfaction-loyalty link: An empirical investigation

Kamran-Disfani, Omid; Mantrala, Murali K.; Izquierdo‐Yusta, Alicia; Martínez–Ruiz, María Pilar

doi:10.1016/j.jbusres.2017.04.004

Cited by 85 publications

(62 citation statements)

References 54 publications

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“…Customer loyalty construct has always attracted the attention of both academics and practitioners (Kamran-Disfani et al, 2017), as a consequence, most service providers have dramatically changed their approach to it. Although customer loyalty research mainly focused on purchase behavior, the research efforts recently have adopted a broader approach focusing on customer's expectations, perceptions, and attitudes (Mason, Tideswell, & Roberts, 2006).…”

Section: Customer Loyalty (Cl)mentioning

confidence: 99%

“…From the reviewing of literature review of customer loyalty (Dick and Basu, 1994;Dewitt, Nguyen, & Marshall, 2008;Marshall, 2010;Li, 2011;Komunda & Osarenkhoe, 2012;Kaur and Soch, 2013;Kakeeto-Aelen , Van Dalen, Van den Herik, & Van de Walle, 2014;Cossío-Silva et al, 2016;Kamran-Disfani et al, 2017) the researchers find that most of this studies depend on two dimensions to measure customer loyalty; attitudinal loyalty and behavioral loyalty.…”

Section: Customer Loyalty (Cl)mentioning

confidence: 99%

“…12, No. 10; customers toward a particular product, a service, or a retailer (Cossío-Silva et al, 2016;Kamran-Disfani et al, 2017).…”

Section: A Attitudinal Loyalty (Acl)mentioning

confidence: 99%

“…It refers to the readiness of customers to repurchase or to deal again with the service provider, and maintain the relationship with it (Kaur and Soch, 2013). Therefore, it considered the method of behaving and repeated purchasing its indicator (Cossío-Silva et al, 2016) as well as it refers to repeat purchases by a customer from a specific retailer (Kamran-Disfani et al, 2017). Moreover, it described as the repeat using of a particular service or product over time (Inoue, Funk, and McDonald, 2017).…”

Section: B Behavioral Loyalty (Bcl)mentioning

confidence: 99%

“…In addition to this, a loyal customer represents a great marketing force for companies through their positive word of mouth (Johnston and Michel, 2008;Jung and Seock, 2017). It follows that one of the main goals of modern companies is to attract and maintain a loyal customer (Eakuru & Mat, 2008;Chen & Wang, 2016;Kamran-Disfani, Mantrala, Izquierdo-Yusta, & Martínez-Ruiz, 2017). Zemke and Bell (1990) pointed that the actual test of service firm's commitment toward service quality can be found in its response to the service failure.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Sciarelli¹,

Nagm²,

Dakrory³

et al. 2017

IJBM

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This current study purposes to identify the relationships between service recovery strategies, service recovery satisfaction, and both dimensions of customer loyalty in regard to Internet providers using the partial least squares (PLS-SEM) approach on a sample of 430 internet customers in Egypt.This study contributes insights into how seven service recovery strategies affected customer loyalty with its both attitudinal and behavioral dimensions directly and indirectly via service recovery satisfaction. These insights are helpful for service managers faced with service failure and academicians interested in how service providers respond to service failures and customer dissatisfaction in the B2C context.The results of this study show that some SR strategies positively influence both service recovery satisfaction and customer loyalty toward internet providers. Furthermore, service recovery satisfaction positively influencing the customer loyalty. In addition, SRS plays a mediating role in the relationship between SR strategies and customer loyalty. The results highlight that internet service providers should implement SR strategies quickly and with an empathetic manner to satisfy customers and to encourage customer's loyalty. Finally, some implications and further research directions were presented.

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Section: Customer Loyalty (Cl)mentioning

confidence: 99%

Section: Customer Loyalty (Cl)mentioning

confidence: 99%

“…12, No. 10; customers toward a particular product, a service, or a retailer (Cossío-Silva et al, 2016;Kamran-Disfani et al, 2017).…”

Section: A Attitudinal Loyalty (Acl)mentioning

confidence: 99%

Section: B Behavioral Loyalty (Bcl)mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Sciarelli¹,

Nagm²,

Dakrory³

et al. 2017

IJBM

View full text Add to dashboard Cite

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Decoding the chain of effects of family firm image on consumer behaviour

Köhr

Corsi

Capitello

et al. 2021

J of Consumer Behaviour

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While there has been plenty of research around family firm governance and management, less is known about the way in which family firm image is perceived by consumers. This research aims at filling the gap by investigating the chained links between family firm status and image, and the key brand elements identified by extant literature. The hypotheses are tested through an application to the wine industry with a sample of over 1,500 wine drinkers residing in Australia, Italy, and the United States. The results reveal several linkages between the distinctive family nature of a business and the loyalty of consumers. All brand knowledge constructs are positively affected by family firm image, and influence brand trust and satisfaction. Individual path coefficients highlight differences between countries. Evidence regarding the cultural interdependencies provides guidance for policy makers. Practitioners can consider this research when defining the relationship with consumers of family firms.

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Corporate social responsibility, emotions, and consumer loyalty in the food retail context: Exploring the moderating effect of regional identity

Ferrín

Castro‐González

Bande

2020

Corp Soc Responsibility Env

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Corporate social responsibility (CSR) is presently one of the most interesting topics in the field of consumer behavior. However, not enough is known about the underlying mechanisms that explain how and when consumer CSR perceptions shape consumer behaviors such as loyalty. The present study proposes and demonstrates that CSR positively influences consumer loyalty through two mediators (how), which are gratitude ‐an emotion‐ and commitment ‐an attitude‐; regional identity is also introduced for the first time as a moderator on those relationships (when). Two studies, based on two different consumer samples with reference to two different food retailers, are conducted to test these hypotheses. The results support the hypotheses and prove the mediation effects. Furthermore, they provide evidence of how consumers' regional identity moderates the model's indirect effects and they also reveal the conditional nature of these effects. This study's outcomes have theoretical contributions and implications for marketers.

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The impact of retail store format on the satisfaction-loyalty link: An empirical investigation

Cited by 85 publications

References 54 publications

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Mediating Service Recovery Satisfaction in the Relationship between Internet Service Recovery and Customer Loyalty

Decoding the chain of effects of family firm image on consumer behaviour

Corporate social responsibility, emotions, and consumer loyalty in the food retail context: Exploring the moderating effect of regional identity

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