Please use this identifier to cite or link to this item:
http://hdl.handle.net/10773/24079
Title: | Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs |
Author: | Filipe, Sandra Marques, Susana Henriques Salgueiro, Maria de Fátima |
Keywords: | Relationship marketing Consumer behaviour Store format Loyalty programs |
Issue Date: | 2017 |
Publisher: | Elsevier |
Abstract: | This paper aims: (i) to characterize the priorities designed and implemented by grocery retailers concerning relationship marketing with customers; (ii) to analyse customers’ relationship with their grocery store and to evaluate store format and loyalty programs as key determinants of this relationship. Exploratory interviews were conducted with grocery store managers. Two independent samples of Portuguese customers answered a questionnaire and collected data were analysed using Structural Equation Modelling. Main results suggest that supermarkets lead to higher levels of customers’ trust (directly) and customers’ loyalty (indirectly). Furthermore, the positive effect of customers’ satisfaction on customers’ loyalty is higher for members of grocery store loyalty programs. |
Peer review: | yes |
URI: | http://hdl.handle.net/10773/24079 |
DOI: | 10.1016/j.jretconser.2017.03.002 |
ISSN: | 0969-6989 |
Appears in Collections: | ISCA-UA - Artigos GOVCOPP - Artigos |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
1-s2.0-S0969698916303058-main.pdf | 536.33 kB | Adobe PDF |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.