...Anthony Chung Chai Man Purpose This research aims to investigate the interaction between the causes of (dis)satisfaction and the presence of a complaint or compliment on customer word-of-mouth intentions. Design/methodology/approach A quantitative field study was conducted in the retail sector...

... propose that satisfaction, trust and affective commitment are antecedents of CE. CE, a second order construct, manifests in terms of attitudinal loyalty, as well as intention to repurchase, willingness to advocate and actual spending. Design/methodology/approach Two national surveys were conducted...

...-commitment theory (TCT) to include constructs like deal proneness (DP), perceived relationship benefits (PRB), perceived usefulness (PU) and perceived value (PV). Design/methodology/approach DP and PRB positively impacted confirmation, and confirmation influenced PU/PV. PU and PV affected satisfaction...

... the impact of shopping motivations on satisfaction and behaviours in online grocery retailing, while also examining the moderating effects of psychological perceptions of environmental pollution (environmental consciousness, regret and eco-guilt). Findings Results indicate that online grocery shopping...

... time savings, effort savings and money savings to satisfaction, e-loyalty and e-word-of-mouth (e-WOM). Design/methodology/approach A cross-sectional, web-based survey was conducted in Canada during the coronavirus (COVID-19) pandemic. Data were collected from 247 participants who made online...

... on (a) satisfaction and regret and (b) the intentions to write a review and repurchase intention. Moreover, this research also explores the role of confirmation as a moderator. Design/methodology/approach The present paper utilises a hierarchical regression technique and structured equation modelling to test...

... 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...

... task-focused and experiential-focused shopping orientations influence both FRF and IRF patronage, store satisfaction mediates these relationships and crucially attenuates the negative impact of task-focused orientation on FRF patronage. Salesperson consultation moderates the mediating effects...

... in the retail context by introducing a new concept – SOCI – and a scale for its measurement whose psychometric properties are validated. Innovation Sustainability SOCI Store equity Co-creation Satisfaction Retail Recent literature identifies two key elements in the development of competitive...

... satisfaction toward the use of mobile apps. Despite the crucial nature of this topic, knowledge on the value of mobile promotion remains insufficient. Drawing upon consumption value theory (CVT), this study aims to examine the underlying mechanism that drives app satisfaction and in-app purchase...

...Christophe Bezes Purpose No other research analyzes the formation of overall satisfaction across channels, including the reciprocal interactions between store and website satisfaction and the factors that moderate them. Therefore, the aim of the present study is to examine how overall customer...

...-online-pickup-in-store” (BOPS) and “buy-in-store-ship-direct” (BSSD). The data were analysed using partial-least squares structural equation modelling (PLS-SEM) techniques. In an omni-channel context, the most important element of the logistics service deriving in satisfaction was timeliness...

...Nicole Cunningham; Christine De Meyer-Heydenrych Purpose Within the highly competitive clothing retail industry, retailers (both affordable and premium) need to consider which customer experience elements drive customer satisfaction and repurchase intentions. The purpose of this study...

... store brand experiences predict store satisfaction. Originality/value This research contributes to the existing body of store ambience research by empirically understanding the psychological mechanism through which customers perceive different store cues holistically leading to the elicitation...

... category involvement and relationship proneness on the relationship between satisfaction and loyalty in retail clothing stores. Design/methodology/approach Data were obtained using a survey of 220 consumers. Partial least squares structural equation modeling was employed to test the proposed...

... countries. Specifically, it seeks to determine how the cultural context moderates the direct effects of shopping centre perceived value and customer satisfaction on customer loyalty. A shopping centre-intercept survey was conducted among 244 consumers in Morocco and 203 consumers in Tunisia...

...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...

...), Bengaluru has emerged as a sought-after retail market with many foreign and national brands opening stores here. The purpose of this paper is to use the sign of causality to determine the relationships between store attributes, satisfaction, patronage intention and lifestyles in F&G retailing...

... in-depth consumer interviews. Quantitative surveys were conducted for Studies 2 and 3. Findings A two-dimensional (instrumental and autotelic) eight-item scale for desire to interact with a salesperson was developed. The results of Study 3 suggested that e-tailers can increase customer satisfaction...

... Customer experience Satisfaction Service experience Analysis Retail store India’s retail sector amounts to the fifth largest in the world (Kaul et al., 2010). This sector has witnessed a rapid growth in the past few years. Retail industry makes about 22 per cent of India’s GDP...