In-store quality (in)congruency as a driver of perceived legitimacy and shopping behavior

This paper aims: (i) to characterize the priorities designed and implemented by grocery retailers concerning relationship marketing with customers; (ii) to analyse customers' relationship with their grocery store and to evaluate store format and loyalty programs as key determinants of this relationship. Exploratory interviews were conducted with grocery store managers. Two independent samples of Portuguese customers answered a questionnaire and collected data were analysed using Structural Equation Modelling.Main results suggest that supermarkets lead to higher levels of customers' trust (directly) and customers' loyalty (indirectly). Furthermore, the positive effect of customers' satisfaction on customers' loyalty is higher for members of grocery store loyalty programs.

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“…Chaney et al (2015) highligh that perceived legitimacy explains the effect of in-store quality incongruency on consumer behaviour.…”

Section: Store Formatmentioning

confidence: 98%

Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Filipe

Marques

Salgueiro

2017

Journal of Retailing and Consumer Services

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“…Por otro lado, disponer de legitimidad favorece el acceso a los recursos indispensables para la supervivencia y la competitividad de un país. Por ello, y en línea con los estudios que demuestran la relación positiva entre la legitimidad y el comportamiento de compra de los consumidores (Chaney, Lunardo, y Saintives, 2015), esta investigación se ha llevado a cabo con el propósito de analizar el efecto que pueda ejercer la legitimidad sobre el turismo de shopping. En consecuencia, las Autoridades de un determinado destino turístico, podrían impulsar estrategias para conseguir o mantener su legitimidad.…”

Section: Conclusionesunclassified

“…La legitimidad juega, en este aspecto, un papel muy relevante, en cuanto que es algo que puede ser gestionado, para lograr los objetivos de la institución o el acceso a los recursos, lograr mayor nivel de competitividad o de apoyo ciudadano (Suchman, 1995). También se ha demostrado una relación positiva entre la legitimidad de las empresas y el comportamiento de compra de los consumidores (Chaney, Lunardo, y Saintives, 2015). De esta manera, una buena gestión de la legitimidad podría llevarnos a mejorar el grado de atracción turística y más concretamente, de turismo de shopping.…”

unclassified

Efecto de la legitimidad sobre el turismo de compra en la Unión Europea

Cruz-Suárez¹,

Casado²,

Solano³

2020

Espacios

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La búsqueda de nuevas formas de hacer turismo ha tenido como consecuencia que el turismo de compras se convierta en muchas ocasiones en objeto propio de viaje. El objetivo será analizar el efecto de la legitimidad de los países en el turismo de compras en la UE. La principal conclusión es que, a la hora de decidir el destino para realizar turismo de compras, la legitimidad que posea el país va a ser una de las variables que inclinará la balanza hacia un destino u otro.

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“…Notably, such practices contribute to reinforcing the retailer's legitimacy in the eyes of public powers and consumers (Beylier et al, 2011). Legitimacy is essential for firm survival and growth (Chaney et al, 2015;Du and Vieira, 2012;Handelman and Arnold, 1999;Scott, 1987;Suchman, 1995).…”

Section: Attitude Toward Terroir Sbs and The Retailer's Territorial Lmentioning

confidence: 99%

Contribution of terroir store brands to retailers’ legitimacy and CSR and price images

Lacœuilhe¹,

Louis

Lombart

2018

Recherche et Applications en Marketing (English Edition)

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This research shows that consumers’ attitude toward terroir store brands has a positive and significant influence on the store price image and on the retailer’s Corporate Social Responsibility (CSR) image, regardless of the store format considered (hypermarket, supermarket, and convenience). It thus affirms that the terroir store brand, with a price–quality ratio considered satisfactory by consumers, contributes to the development of a positive price image and a favorable CSR image. This research also indicates that consumers’ attitude toward terroir store brands has a direct positive and significant influence, or indirect influence through its CSR image, on two dimensions of territorial legitimacy (territorial impregnation and territorial rooting). Terroir store brands are thus shown to be a factor in retailer legitimization.

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In-store quality (in)congruency as a driver of perceived legitimacy and shopping behavior

Cited by 20 publications

References 60 publications

Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs

Efecto de la legitimidad sobre el turismo de compra en la Unión Europea

Contribution of terroir store brands to retailers’ legitimacy and CSR and price images

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