Retail relationships and store loyalty: A multi-level perspective

Macintosh, Gerrard; Lockshin, Larry

doi:10.1016/s0167-8116(97)00030-x

Cited by 601 publications

(452 citation statements)

References 22 publications

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“…Macintosh and Lockshin (1997) Hence, every visit to the store made the customers resulted in the purchase of the same product (Flavian et al 2001). This has been one of the factors contributing to brand loyalty.…”

Section: Loyalty Attributesmentioning

confidence: 99%

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Ramanathan

Subramanian

et al. 2017

Production Planning & Control

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Retail networks are striving to achieve competitive advantage by increasing value through loyalty and efficiency with a focus on service operations. As sales promotions have become an integral part of the retail supply chain planning, customer behavioural aspects based on loyalty and service operations have been challenged greatly. Subsequently, management capabilities, such as planning and timely replenishment, have become complicated tasks for many retail store managers. This study develops a model integrating retail network value and efficiencies with customer behaviour and performance. We validate the model using survey data from prominent UK retail store customers. Our data analysis shows that both loyalty and service operation attributes have positive significant impact on customer behaviour while the service operation mediates the relationship between loyalty and customer behaviour. This result gives a new outlook to build managerial capability based on customer loyalty and service operations. Our results specifically show that the service operation attributes will indirectly influence the customers' buying behaviour even in the presence of loyalty attribute such as promotion schemes. This result sends a strong signal to retail supply chain managers to offer customized promotions considering local community rather than having uniform sales promotion nationwide.

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Section: Loyalty Attributesmentioning

confidence: 99%

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Ramanathan

Subramanian

et al. 2017

Production Planning & Control

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“…[25][26][27][28] Early work recognised the benefit of securing a larger proportion of the 'loyal' customer's business, especially their food dollars. 29,30 Commonly used measures of store loyalty focus on behaviour such as percentage of purchases at a particular store, [31][32][33][34] dollars spent, 35 frequency of patronage, [36][37][38] and degree of store switching. 39 Other measures have examined attitudes and intentions to continue patronage: loyalty intentions [40][41][42] and word-of-mouth recommendations.…”

Section: Store Loyalty: Attitudinal Antecedentsmentioning

confidence: 99%

Food store loyalty: Application of a consumer loyalty framework

Huddleston

Whipple²,

VanAuken³

2003

J Target Meas Anal Mark

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“…synchronised two-way communication (Nass;Moon, 2000). Within the offline environment, customers interact with service personnel in a face-to-face manner and in some instances may even make an effort to maintain a relationship with key service staff (Macintosh;Lockshin, 1997). In the online environment, the experience is often comprised by the inaccessibility of service staff along with machine responses (Yang;Jun, 2002).…”

Section: Customer Supportmentioning

confidence: 99%

Evolving the online customer experience … is there a role for online customer support?

McLean

Wilson

2016

Computers in Human Behavior

132

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This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer's online experience. Through the use of indepth interviews and structural equation modeling, this study establishes a theoretical framework outlining the variables that have the potential to influence the online customer experience within the business support environment. This paper provides further theoretical understanding of the OCE through the introduction of information quality, website credibility and the length of time spent on the website, as variables influencing the OCE. In addition, this paper establishes the need for online customer support during a utilitarian search for business support information and services.

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Retail relationships and store loyalty: A multi-level perspective

Cited by 601 publications

References 22 publications

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Food store loyalty: Application of a consumer loyalty framework

Evolving the online customer experience … is there a role for online customer support?

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