Customer retention: examining the roles of store affect and store loyalty as mediators in the management of retail strategies

Antecedents of Store Loyalty: An Investigation of the Kenyan Supermarket Industry.

“…Ultimately, the goal is to differentiate a store from competition and subsequently give customers a reason to purchase goods from the store (Schreiber, 2015). Research shows store's uniqueness helps generate positive affect towards the store and thus likely to drive store loyalty (Ray et al, 2009 (Straughan et al, 2001). They are less willing to experiment and wish to remain associated with the stores they have been patronizing (Ghosh et al, 2010).…”

“…Research has found affective states experienced while shopping in retail stores to influence customers' store loyalty (Ray, 2009;Orth, et al, 2010;Donovan et al, 2002). When applied to the retail context, it is proposed that consumers will utilize the stimulus cues (store atmosphere, uniqueness, familiarity and merchandise value) to determine both hedonic and utilitarian appraisals of the store which, in turn will lead to commitment and/or re-patronage intentions.…”

“…Store loyalty is the most important factor in retail business success (Ray, 2009) since it has been shown to generate increased profits through enhanced revenues (Hallowell, 1996). This concept continues to receive a lot of attention among stakeholders with a focus on how to develop and sustain store loyalty (Anic, 2006).…”

Do Private Labels Lead to Store Loyalty? An Integrated Framework of Analysis Using a Structural Equation Modeling Approach

“…When the store's atmosphere, comfort and overall presentation are able to create a pleasant purchase experience, customers tend to shop with more ease (Dabholkar, Thorpe, & Rentz, 1996;Mesquita & Lara, 2007;Ray & Chiagouris, 2009). Customers also value the convenience of shopping positively influencing their store (Dabholkar et al, 1996;Sawmong & Omar, 2004) and appreciate employees who transmit confidence and have a strong ability to develop social relationships with them (Blut et al, 2007).…”

“…Hence, the impact of PLs differentiation may be residual. Although the presence of competitive PLs can positively influence store loyalty (Ailawadi et al, 2008), there are many other factors that may contribute likewise to it, namely convenience (Sawmong & Omar, 2004), service quality (Bloemer & De Ruyter, 1998) and supermarket appearance (Ray & Chiagouris, 2009). Therefore, in order to analyze the impact of private labels' loyalty on store loyalty, it is important to develop an integrated framework of analysis that encompasses all different factors that may influence consumers' shopping experience and store loyalty (Kim et al, 2014).…”