An international investigation of cultural and demographic effects on domestic retail loyalty

Straughan, Robert D.; Albers-Miller, Nancy D.

doi:10.1108/eum0000000006044

Cited by 55 publications

(56 citation statements)

References 54 publications

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“…The goal of a loyalty program is to establish a higher level of customer retention in profitable segments by providing more satisfaction and value to certain customers (Bolton et al 2000).There are various views about the effectiveness of loyalty programs (Yi and Jeon 2003). This is because the three determinants of retail loyalty have been recognised as individual characteristics, merchandise characteristics and service/interaction characteristics (Straughan and Albers-Miller 2001). Although the stated aim of most schemes is to reward loyal customers, the fundamental aim of most schemes is to manipulate consumer behaviour within this sophisticated system, where incentives and coupons can be individually targeted, in order to encourage customers to try new products or brands; increase multi-pack purchases; pay premium prices, and/or use the brand for increasingly diverse services (O'Malley 1998).…”

Section: Retail Network Operations and Customer Behaviourmentioning

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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Section: Retail Network Operations and Customer Behaviourmentioning

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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“…Straughan and Albers-Miller (2001) reported that cultural individualism is negatively correlated with loyalty to domestic retailers, while uncertainty avoidance is positively correlated to loyalty. Kivetz and Simonson (2003) point out the importance of individual differences and cultural norms (e.g., demographics, need for achievement, sensitivity to social comparisons, need for cognition) in the selection of types of reward benefits.…”

Section: The Cultural Influence On Loyalty Schemes: the Case Of Asianmentioning

confidence: 99%

A cross-cultural study of the perceived benefits of a retailer loyalty scheme in Asia

Steyn

Pitt

Strasheim

et al. 2010

Journal of Retailing and Consumer Services

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a b s t r a c tThe aim of this paper is to explore loyalty, loyalty schemes, and loyalty cards, as well as the internationalisation of loyalty schemes. We focus on loyalty schemes in Asia to define the primary objective of our study: to assess the impact of perceived benefits on the feelings of participants of a specific retailer's loyalty scheme, as well as customer loyalty towards the retailer. A literature review of loyalty schemes and loyalty cards is undertaken as well as the internationalisation of these cards. A survey was conducted in five Asian countries in which Toys'R'Us operates, namely Singapore, Malaysia, Hong Kong, Taiwan, and Thailand. Data was collected among members of the Toys'R'Us Star Card loyalty programme. Structural equation modelling was used to build a model that can be used to explain the simultaneous structural relations between perceived benefits, emotional feelings, and loyalty behaviours. Invariance testing was applied in order to test whether the model holds across the five countries. Our findings suggest that perceived benefits have a weak direct effect on loyalty behaviours. However, perceived benefits have a much stronger effect on feelings, which in turn have a strong effect on loyalty behaviours. We also found subtle differences between the countries in the study, which could either be attributed to cultural differences, to marketing practices, or to both, which can only be ascertained through further research.

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“…Past research also suggests that elderly people are less involved in purchasing than younger consumers. They exhibit more routine purchasing behavior, and are less willing to accept new ideas and uncertainty (Straughan and Albers-Miller 2001). Although older consumers economize more than younger shoppers (Zeithaml 1985), they make fewer price comparisons, seek less information, and prefer long-established brands (Lambert-Pandraud, Laurent, and Lapersonne 2005;Walsh and Mitchell 2005).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Boundaries for the Retail Geographical Market and Factors Influencing Shoppers' Mobility

Anić¹,

Radas²

2015

Journal of Consumer Affairs

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A growing number of mergers and their potentially negative impacts on consumer welfare in the retailing sector have prompted discussion on how to define the boundaries of the relevant market. This article explores the boundaries of the geographic market of daily consumer goods through an examination of factors that influence shoppers' mobility in Croatia. The study takes into consideration the purpose of the trip and differentiates between major and fill‐in shopping trips, and demonstrates that different factors impact the shopper mobility for each of the two shopping trips. It provides support for the practice of defining market boundaries empirically on the basis of region and store format specificities, taking into account prevalent shopping occasion, economic situation of the residents, size of the residential area, and geographical placement of the stores among other things. The study shows that the boundaries of the retail market may be more narrow than expected.

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An international investigation of cultural and demographic effects on domestic retail loyalty

Cited by 55 publications

References 54 publications

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

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

A cross-cultural study of the perceived benefits of a retailer loyalty scheme in Asia

Boundaries for the Retail Geographical Market and Factors Influencing Shoppers' Mobility

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