Creating and retaining customers: perspective from Pakistani small and medium retail stores

Irfan, Wardah; Siddiqui, Danish Ahmed; Ahmed, Waqar

doi:10.1108/ijrdm-03-2018-0045

Cited by 27 publications

(19 citation statements)

References 64 publications

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“…In recent times, retailers are struggling more to sustain their operations with the face of decreasing trend in the loyalty of their customers (Badrinarayanan & Becerra, 2019; Irfan, Siddiqui, & Ahmed, 2019). In developing countries, like Bangladesh, this occurrence is even more severe (Alam, 2018; Grosso, Castaldo, & Grewal, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

et al. 2020

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The philosophy of a free‐market economy has encouraged enormous consumption, which has redefined the customers' perception of value (hedonic and utilitarian) and loyalty even in a developing country. To maximize their consumption level, customers, in many instances, prefer hedonic value to utilitarian value and demonstrate limited loyalty to any brand. This study investigated the Millennials customers' preference between hedonic value and utilitarian value and its impact on loyalty, in the context of a developing country which adopts a combination of capitalist and control economy. Data were collected from customers from the retail industry and were analyzed with PLS‐SEM technique. The findings suggest that, in the developing economy, Millennials prefer hedonic consumption value, which is related to their loyalty and corporate image of the store.

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Section: Literature Reviewmentioning

confidence: 99%

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

et al. 2020

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“…Service quality perception (Burlison and Oe, 2018), customer satisfaction (Irfan et al, 2019) and customer experience (Lemon and Verhoef, 2016) have often been highlighted as key postshopping indicators of shoppers' feelings and subsequent patronisation intent. However, offlate researchers have begun to explore a more versatile post-shopping feelingshoppers' well-being.…”

Section: Introductionmentioning

confidence: 99%

The impact of mall personality and shopping value on shoppers' well-being: moderating role of compulsive shopping

Ali

Mishra

Javed

2021

IJRDM

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PurposeThe purpose of this study is to examine the association between mall personality, hedonic and utilitarian shopping value, and shoppers' well-being. The moderating effect of compulsive shopping on the association between both hedonic and utilitarian shopping value, and shoppers' well-being is also investigated.Design/methodology/approachThis study is quantitative in nature, and a purposive sampling technique is used. Data was collected through mall intercept survey. The authors collected 431 usable responses from respondents at two different malls in Lahore, Pakistan. PLS-SEM was employed to test the proposed hypotheses.FindingsResults indicate that mall personality significantly and positively influences both hedonic and utilitarian shopping value and shoppers' well-being. Similarly, hedonic shopping value has a significant and positive impact on shoppers' well-being, while utilitarian shopping value has a non-significant relationship with shoppers' well-being. Moreover, while compulsive shopping behaviour moderates the positive relationship between hedonic shopping value and shoppers' well-being, it does not moderate the relationship between utilitarian shopping value and shoppers' well-being.Originality/valueDespite the extant studies on brand and store personality on numerous retail outcomes, no study has examined the association between mall personality and shoppers' well-being. Another key contribution of this study is to examine moderation effect of compulsive shopping on the association between shopping value and shoppers' well-being. Additionally, this study enlightens mall administration to emphasise upon mall personality and hedonic shopping value so as to enhance shoppers' well-being, more so if its product assortment encourages compulsive shopping.

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“…Scholars believe that about 80% of the customers shopping decisions occur in a store environment (Winter, 2014). Therefore, this is important for marketers to recognise the driving force behind customer shopping intentions to reduce customer defection and attract more customers (Irfan et al, 2019;Pappas et al, 2014). In this line, many studies have focused on the antecedents of shopping intentions in retails (Childs et al, 2020;Bigoin-Gagnan and Lacoste-Badie, 2018;Jiang et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

How sales promotion display affects customer shopping intentions in retails

Gorji

Siami²

2020

IJRDM

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PurposeThe purpose of this paper is to examine the impact of sales promotion display on customer intentions to purchase and repurchase, focusing on the moderating roles of perceived product quality and price fairness.Design/methodology/approachThis study employs a descriptive, quantitative, non-experimental research method using a cross-sectional design with a self-administered questionnaire. In total, 415 department store customers responded to the survey through an online research panel provider in Australia.FindingsThe results indicated that sales promotion display significantly affects the purchase and repurchase intentions. The findings also highlight the moderating role of perceived product quality and price fairness on customer shopping intentions. Lastly, it is confirmed that the joint moderating effects of perceived product quality and price fairness in the relationship between sales promotion display, purchase and repurchase intentions are significant.Practical implicationsBased on the study findings, managers could drive customer purchase and repurchase intentions using suitable visual objects in sales promotion and their appropriate in-store placement.Originality/valueThe present study introduced sales promotion display as a new dimension of store physical environment. This is the first study to investigate the relationship between sales promotion display and customer shopping intentions and incorporates customers' cognitive perceptions of price and quality in the conditioned effect of sales promotion display on shopping intentions. Moreover, this study brings up new insight into retailing literature by applying the classical conditioning theory in examining the links between sales promotion display and customer shopping intentions.

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Creating and retaining customers: perspective from Pakistani small and medium retail stores

Cited by 27 publications

References 64 publications

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

Millennials' preference of hedonic value over utilitarian value: Evidence from a developing country

The impact of mall personality and shopping value on shoppers' well-being: moderating role of compulsive shopping

How sales promotion display affects customer shopping intentions in retails

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