Customer dependence and customer loyalty in traditional and modern format stores

Mishra, Hari Govind; Sinha, Piyush Kumar; Koul, Surabhi

doi:10.1108/jibr-12-2015-0126

Cited by 17 publications

(11 citation statements)

References 127 publications

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“…In the latter case, a customer’s investment in the relationship creates a positive judgement of that particular provider (Patrucco et al , 2019). The current study presumes that “customer dependency” is a positive variable, considering its profound positive relationship with other relational constructs such as trust, commitment, rapport and loyalty (Fink et al , 2011; Mishra et al , 2017; Fatima and Di Mascio, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Customers in emerging (i.e. collectivist) markets take a longer time to develop a relationship, but once the relationship is cultivated, they will continue it for an extended period of time (Mishra et al , 2017). Thus, the current study utilised relationship age and relationship frequency as moderators of the rapport–service features and the service features–dependency relationships.…”

Section: Introductionmentioning

confidence: 99%

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Mediation effects of service features on rapport–dependency link in emerging market

Fatima

Mascio

Johns

et al. 2019

JSTP

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Purpose The purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer–frontline employee rapport and customer dependency in an emerging market context. The study examines the moderating effects of relationship age and frequency of customers’ physical visits. Design/methodology/approach Partial least squares-based structural equation modelling was used to analyse data from a survey of 290 financial services customers in Dhaka, Bangladesh using the convenience sampling technique. Findings Results show that relational service-quality features had the largest mediation impact on the rapport–dependency relationship, followed by core and tangible service-quality features. Relationship age was not found to be a significant moderator for any relationship. However, the moderation effect of the frequency of customers’ physical visits to the service premises was significant, but only for the link between relational service-quality features and customer dependency and not for the other two types of service-quality features. Research limitations/implications Data collected from several other emerging markets would provide more rigorous findings: this is recommended as an avenue for further research. Practical implications Practitioners can manipulate specific relational or tangible service-quality features to increase customer dependency on their firms, thus ensuring longer-term customer retention. Originality/value This study is the first one to examine the relative significance of the impacts of relational features vs tangible features of services on customer dependency in the emerging market context, with rapport serving as an antecedent.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Mediation effects of service features on rapport–dependency link in emerging market

Fatima

Mascio

Johns

et al. 2019

JSTP

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“…In other words, customers are typically concerned with the value and quality of the product or service they receive [23]. Satisfaction is a psychological construct that form the basis upon which the evaluation of the quality of a product or service is made [16].…”

Section: E Effects Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 99%

Untitled

2019

International Advanced Research Journal in Science, Engineering

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In the past few years, the term "Customer loyalty" has become a real trend in almost all business areas in which the client has an important role: banking, retail, telecommunications, manufacturing, automotive, insurance et al. Every business understands that the more customers attracts and the more existing customers retains financial results can improve, and the organization continues its work. In this context, identifying the factors that contribute to defining customer loyalty is very important. The present paper identifies the variables that contribute in defining customer loyalty within the banking system.

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“…Modern network stores typically indicate unfavorable rivalry between significant and small capital-scale business operators (grocery stores, traders, traditional markets). Modern networked stores are linked to modernization (Evans & Kitchi, 2018;Mishra, Sinha, & Koul, 2017), economic liberalization (Kaliappan et al, 2009), and economic transition (Maruyama & Trung, 2012;Khan, Ahmed, & Arshad, 2019;Noordin et al, 2022;Wang, 2018) in a variety of countries, particularly developing ones. It is demonstrated by…”

Section: Introductionmentioning

confidence: 99%

The Function of Local Government in Public Policy Evaluation Networked Modern Stores in Banjarmasin City

Firdaus

Suaedi

Wardiyanto

2023

LOGOS

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The presence of modern networked stores in the city of Banjarmasin causes traditional business actors to feel marginalized. The distance between establishments is such close operational times that are not following regulations, as well as partnerships and discourses on a moratorium on the establishment, are the causes of the underlying policies that have not run optimally. The purpose of this study is to explore and analyze policy evaluation through the role of actors, especially the Government, in protecting the existence of small-scale business actors behind the strong capitalist economic flows represented by modern networked stores. Indicators of the role of policies become new knowledge spaces in policy evaluation studies that will provide practical benefits for the Government in seeing the natural policy conditions behind the evaluation process, which is often carried out in formal conditions. This study uses a case study method with a qualitative research approach. The results show that policy evaluation is still not effective though the Regional Government as a critical actor has played its role in maintaining policy consistency so that competition between large investors represented through modern networked shops and small investors represented by micro, small and medium enterprises, and traders runs healthily. This paper argues that a consistent public policy will impact achieving the goals and objectives of the policy, only that an economic system based on capital, motives, and interests is another factor that influences the course of a evaluation public policy.

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Customer dependence and customer loyalty in traditional and modern format stores

Cited by 17 publications

References 127 publications

Mediation effects of service features on rapport–dependency link in emerging market

Mediation effects of service features on rapport–dependency link in emerging market

Untitled

The Function of Local Government in Public Policy Evaluation Networked Modern Stores in Banjarmasin City

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