Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/13065 |
Resumo: | 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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Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programsConsumer behaviourLoyalty programsRelationship marketingStore formatThis 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.Elsevier2017-04-20T13:42:49Z2017-01-01T00:00:00Z20172019-03-28T16:24:42Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/13065eng0969-698910.1016/j.jretconser.2017.03.002Filipe, S.Marques, S. H.Salgueiro, M. D. F.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:26:55Zoai:repositorio.iscte-iul.pt:10071/13065Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:12:02.171889Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
title |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
spellingShingle |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs Filipe, S. Consumer behaviour Loyalty programs Relationship marketing Store format |
title_short |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
title_full |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
title_fullStr |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
title_full_unstemmed |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
title_sort |
Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs |
author |
Filipe, S. |
author_facet |
Filipe, S. Marques, S. H. Salgueiro, M. D. F. |
author_role |
author |
author2 |
Marques, S. H. Salgueiro, M. D. F. |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Filipe, S. Marques, S. H. Salgueiro, M. D. F. |
dc.subject.por.fl_str_mv |
Consumer behaviour Loyalty programs Relationship marketing Store format |
topic |
Consumer behaviour Loyalty programs Relationship marketing Store format |
description |
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. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-04-20T13:42:49Z 2017-01-01T00:00:00Z 2017 2019-03-28T16:24:42Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/13065 |
url |
http://hdl.handle.net/10071/13065 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
0969-6989 10.1016/j.jretconser.2017.03.002 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Elsevier |
publisher.none.fl_str_mv |
Elsevier |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799134675211386880 |