Consumer service and loyalty in Spanish grocery store retailing: an empirical study

Abstract

The purpose of this paper is to investigate the effects of consumer service on loyalty in retail establishments. Based on a theoretical discussion regarding the relationship between waiting time, product quality, store atmosphere and loyalty, an empirical research was conducted to test the proposed relationships. Multiple‐item indicators from previous studies were used to measure the constructs. Results from the study provide empirical support, suggesting that consumer service through three dimensions influences loyalty. Research results suggest that consumer service in retail establishments can be viewed as a threshold factor in order to maintain satisfied and loyal customers. Additionally, managers should consider that loyalty depends on waiting time, product quality and store atmosphere. The present study provides useful information on the relationship between consumer service and loyalty in retailing.

An exploratory study of factors influencing repurchase behaviors toward game items: A field study

“…Specifically, customer and product attributes such as emotion, attitude, and repurchase behavior, affect brand loyalty. The theory has been employed to better understand customer's purchasing behavior of banking service (e.g., Jain, Pinson, & Malhotra, 1987;Nguyen & LeBlanc, 1998), higher education service (Nguyen & LeBlanc, 2001), mobile phone service (Said, 2014), and grocery retailing (Molina, Martín, Santos, & Aranda, 2009). However, our study is the first to use this theory in the field of on-line game.…”

The role of functional and symbolic brand associations on brand loyalty

“…Perceived quality is one of the key dimensions of brand equity (Aaker,1996,p.109) and is defined as the consumer's judgment about the superiority or excellence of a product (Zeithaml,1988,p.3) from the product's intrinsic and extrinsic attributes (Holbrook, 1999;Sanchez-Fernandez and Iniesta-Bonillo, 2009;Molina et al,2009), appearance and performance (Swinker and Hines,2006). Intrinsic quality cues include physical characteristics of the product and characteristics such as brand name, price, advertisement and label are related to extrinsic quality cues (Jover et al,2004).…”

“…Intrinsic quality cues include physical characteristics of the product and characteristics such as brand name, price, advertisement and label are related to extrinsic quality cues (Jover et al,2004). From another view, there are two standards for product quality; subjective quality (quality as perceived by the consumer) and objective quality (Molina et al,2009). Perceived product quality play a mediator role between extrinsic cues and perceived customer value quality (Tsiotsou,2006).…”

“…Brands can provide the primary points of differentiation between competitive offerings (Wood,2000;Molina et al,2009;Li,2010) that help companies to develop loyalty (Reisenwitz and Gupta,2011). Decreased marketing and operating costs, positive word of mouth, price premium, growth of per-customer revenue, low probability of switching to competitors (Lee and Back,2009), representing a barrier to entry and against detrimental price competition (Aaker,1996,p.106), positive influence on customer retention, repurchase, long-term customer relationships (Reisenwitz and Gupta,2011) and generating higher corporate profits (Hsieh and Li,2008) are some benefits of loyal customers for a firm.…”

Who needs delight?

“…Three items adapted from scales previously developed were used to measure loyalty intentions (Zeithaml et al, 1996;Ha, 2006;Molina et al, 2009). Trust was measured using a four-item scale as recommended in previous research (Moorman et al, 1993;Morgan and Hunt, 1994;Grönroos, 1995Grönroos, , 2000Setó, 2003;Loureiro and Miranda González, 2008).…”