Perceived value, customer attitude and loyalty in retailing

Ruiz‐Molina, María‐Eugenia; Saura, Irene Gil

doi:10.1057/rlp.2008.21

Cited by 81 publications

(57 citation statements)

References 45 publications

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“…Compared with utilitarian shopping value, nonutilitarian (hedonic) value appears to have a stronger impact on WOM communication. With regard to the formation of store retention loyalty, the nonsignificant effect of social value illustrates the ambiguous relation, as highlighted in prior studies, between this value dimension and loyalty (Pihlström & Brush, ; Ruiz‐Molina & Gil‐Saura, ). This research also sought to understand how each dimension of shopping value mediates the relationship between product price perception and loyalty behavior; such an analysis has not been undertaken previously but is critical for retailers…”

Section: Conclusion and Discussionmentioning

confidence: 78%

“…Therefore, positive effects of quality and emotional values on store retention loyalty and store WOM are hypothesized, in line with prior studies (Pihlström & Brush, ; Sweeney & Soutar, ). According to Ruiz‐Molina and Gil‐Saura (), price value also influences this loyalty, and research in various sectors empirically confirms the direct effects of this value dimension on repurchase intentions and WOM (Park, Lim, & Kim, ; Pihlström & Brush, ; Sweeney & Soutar, ). A positive impact of price value on store retention loyalty and store WOM is anticipated.…”

Section: Hypotheses Developmentmentioning

confidence: 94%

“…Utilitarian value, similar to quality value, reflects a more task‐oriented and cognitive outcome, whereas hedonic value, similar to emotional value, refers to the emotional aspects of the shopping experience. As complements, quality and emotional values are primary determinants of purchase intention and loyalty toward a retailer (Ruiz‐Molina & Gil‐Saura, ; Sherman, Mathur, & Smith, ). Therefore, positive effects of quality and emotional values on store retention loyalty and store WOM are hypothesized, in line with prior studies (Pihlström & Brush, ; Sweeney & Soutar, ).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

See 2 more Smart Citations

How Do Price Perceptions of Different Brand Types Affect Shopping Value and Store Loyalty?

Diallo

Coutelle-Brillet

Rivière

et al. 2015

Psychology and Marketing

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This research investigates the relationships among price perceptions for different brand types (national brands, standard store brands, regional store brands, organic store brands), shopping value dimensions (quality, price, social, and emotion value), and store loyalty (retention and word of mouth (WOM)). A comprehensive model depicts determinants of customer store loyalty. Using structural equation modeling, the model test includes 671 consumers intercepted during shopping trips. The data analysis yields several surprising results. In particular, low product price perceptions do not necessarily signal negative store quality evaluations. Shopping value dimensions influence store retention loyalty and WOM behavior differently. Furthermore, different brand types exert distinct effects on the value creation process. Favorable prices for national and standard store brands have comparable positive effects on store price value and emotional value creation; appealing prices of regional store brands instead reduce the emotional value of the store, and low prices for organic store brand products significantly increase social value creation.

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Section: Conclusion and Discussionmentioning

confidence: 78%

Section: Hypotheses Developmentmentioning

confidence: 94%

Section: Hypotheses Developmentmentioning

confidence: 99%

See 1 more Smart Citation

How Do Price Perceptions of Different Brand Types Affect Shopping Value and Store Loyalty?

Diallo

Coutelle-Brillet

Rivière

et al. 2015

Psychology and Marketing

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“…According to Oliver (1997), loyalty is a deep engagement to continue purchasing a product or service in the future, prompting the consumer to purchase the same brand of products in spite of situational influences and the company's marketing efforts. Other authors such as Dick and Basu (1994), Martensen, Grønholdt, and Kristensen (2000) and Ruiz and Gil-Saura (2008) define this term from a dual perspective: attitudinal and behavioural.…”

Section: Customer Loyaltymentioning

confidence: 99%

The EPSI model as the main factor for identifying customer satisfaction: empirical research

Menorca

Ortiz

Lombardo

et al. 2015

Total Quality Management & Business Excellence

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Literature reveals the growing interest among researchers [Verdú, A., Lloréns, F. J., & Fuentes, M. (2004). Measuring perceptions of quality in food products: The case of red wine. Food Quality and Preference, 15 (5), 453-469.;Rundle-Thiele, S. (2005). Elaborating customer loyalty: Exploring loyalty to wine retailers. Journal of Retailing and Consumer Services, 12(5), 333-344.] to understand the elements involved in the formation of customer satisfaction and loyalty in the consumption of Designation of Origin wines. This study is based on the pan-European Customer Satisfaction Index and develops a model of causal relationships using the covariance-based approach (AMOS 19) in order to determine the relationships existing between the variables and the weight of each variable contributing to customer satisfaction. In this paper, the model was applied to study the satisfaction of 398 consumers of Qualified Designation of Origin Rioja wine (Spain). The results show consumer satisfaction with this Designation of Origin wine is very high and it fulfils their expectations, with higher satisfaction values than those obtained for other Designation of Origin wines, revealing inter-relationships with image, expectations, perceived quality, value and loyalty. The results of this study may be useful for winery managers since they will allow them to value their current position in the market.

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“…In classical strategic management, reputation sustains competitive advantages [86,215], so e-reputation is closely connected to e-competitors' attitudes [72]. For online websites, reputation either stems from the website itself or from certain offline corporate activities, if existent.…”

Section: Pre-purchase Factorsmentioning

confidence: 99%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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Perceived value, customer attitude and loyalty in retailing

Cited by 81 publications

References 45 publications

How Do Price Perceptions of Different Brand Types Affect Shopping Value and Store Loyalty?

How Do Price Perceptions of Different Brand Types Affect Shopping Value and Store Loyalty?

The EPSI model as the main factor for identifying customer satisfaction: empirical research

Critical review of the e-loyalty literature: a purchase-centred framework

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