...Stephan Zielke; Marcin Komor; Alena Ortlinghaus Purpose This study analyses how cross-channel technologies stimulate the intensity and loyalty of channel switching behaviour (showrooming and webrooming). Design/methodology/approach We collected data from a representative sample of 4,000...

... to examine the role of showrooming behaviour on showrooming satisfaction and customer loyalty while exploring its antecedents. Design/methodology/approach Data collection took place in Brazil through an electronic form distributed on social media, reaching 393 people. After eliminating responses from...

...Mbaye Fall Diallo; Christine Lambey; Vuesal Hasanzade; Victoria-Sophie Osburg Purpose The aim of this research is to investigate the positive effects of corporate social responsibility (CSR) on loyalty to retailers through trust dimensions (competence, benevolence and integrity) taking...

... Licensed re-use rights only The present research aims to analyse the retailer's commitment to sustainable development (RCSD) perceived by the consumers and how it contributes to store equity creation through image, perceived quality and loyalty. A primary research was conducted through...

... for all the scenarios. The return-of-product dimension of LSQ was relevant for satisfaction in “ship-direct” scenarios, while the availability dimension was only relevant for customer loyalty in the BOPS scenario. Customer satisfaction had a positive impact on loyalty in the three purchasing scenarios...

... them with convenience and to create a positive shopping experience, while premium clothing retailers should offer added-value and convenience. In addition, the presence of other customers influences the experience. For both groups, satisfaction was a predictor of loyalty, which, in turn...

... such as empathy and responsiveness interact to determine consumers’ perceptions of service quality. Recent research also suggests that loyalty strategies may not be equally effective across all services contexts. The purpose of this paper is, therefore, to contribute to the service quality literature by providing...

...Didier Louis; Cindy Lombart; Fabien Durif This paper indicates to retailers that the dimensions respect for the consumers and the workers of their CSR activities do not have an impact on consumers’ loyalty. By contrast, for a retailer to be perceived by consumers as engaged in philanthropic...

..., thus creating satisfied and loyal customers. Design/methodology/approach A research framework was developed based on the review of relevant past research in the area of retail store service quality, perceived value, store image, customer loyalty and satisfaction. Valid data were gathered through...

...Souad Djelassi; Delphine Godefroit-Winkel; Mbaye Fall Diallo © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only The purpose of this paper is to investigate the factors influencing customer loyalty to shopping centres across different emerging...

...Shweta Pandey; Deepak Chawla Purpose The purpose of this paper is to explore the dimensions of online customer experience (OCE) and their impact on satisfaction and loyalty in the clothing e-retail context. Furthermore, it explores the influence of gender on the OCE-satisfaction-loyalty chain...

...Rakhi Thakur Purpose The purpose of this paper is to develop and empirically test a model that examines the relationship between post-adoption self-efficacy, satisfaction, and loyalty in the usage of mobile shopping applications. Design/methodology/approach A structured questionnaire was used...

...Marco Ieva; Cristina Ziliani Purpose The purpose of this paper is to identify the patterns of customer exposure to touchpoints by segmenting consumers based on the frequency of their exposure, and to understand the relationship of patterns of exposure with customer loyalty intentions (relationship...

... of interacting with a salesperson on the internet. From the seller’s point of view, building sincere relationships with consumers is crucial for success in the marketplace (Reichheld, 1993). A consumer’s bond with a salesperson can lead to customer satisfaction, loyalty (Bendapudi and Berry, 1997...

...Anne-Françoise Audrain-Pontevia; Marc Vanhuele Purpose The purpose of this paper is to examine gender differences in store loyalty and how those differences evolve with age. Design/methodology/approach Data for the study were collected in a survey of 32,054 shoppers in more than 50 grocery...

...Shivendra Pandey; Arpita Khare; Preshth Bhardwaj Purpose – Cosmopolitanism is on the rise in India and traditionally shoppers have been known to patronize local stores. There is a need therefore to see the effect of cosmopolitanism and culture in context of loyalty towards local stores. Grocery...

...Zhibin Lin; Dag Bennett Purpose – The purpose of this paper is to examine the construct of retail customer experience (CE) and its links to satisfaction and loyalty; and to test whether loyalty programmes perform a moderating effect on those links. Design/methodology/approach – A variety...

...Stephen M. Wigley; Pammi Sinha; Rachel Ashman; Delia Vazquez Purpose The purpose of this paper is to identify how pure‐play fashion retailers can simulate attachment to their web sites (through trust, loyalty and purchase intentions) by using different communication mediums (static image, moving...

.../methodology/approach Based on an established model of trust in organizations, the authors developed a questionnaire to test drivers (ability, benevolence, integrity), outcomes (risk taking, loyalty) of specific trust in food retailers, as well as moderators (propensity to trust, perceived risk). Findings...

... in this sector, better controlled in‐store purchase experiences can lead to enhance brand perceived value, relationship quality, and loyalty. To capture how these contacts take place, the authors develop the concept of in‐store manufacturer brand expression. This concept encompasses three dimensions, namely...