Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value
Autor(a) principal: | |
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Data de Publicação: | 2016 |
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/10174/20253 |
Resumo: | Structured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures. |
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Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived valueCustomer loyaltycustomer satisfactioncustomer perceived valuesHORT version of PERVAL scaleStructural equation modelingconfirmatory factorial analysishierarchical modelsreflective versus formative modelsStructured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures.European Journal of Applied Business Management, 2(2), 2016, pp.96-114.2017-01-30T12:35:57Z2017-01-302016-10-30T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://hdl.handle.net/10174/20253http://hdl.handle.net/10174/20253engEJABMISSN-2183-5594sampaio@uevora.ptsaramago_85@hotmail.com336doi:10.1002/(ISSN)1479-1838Sampaio, AnaSaramago, Joãoinfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-03T19:10:10Zoai:dspace.uevora.pt:10174/20253Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:11:51.293319Repositório 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 |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
title |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
spellingShingle |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value Sampaio, Ana Customer loyalty customer satisfaction customer perceived value sHORT version of PERVAL scale Structural equation modeling confirmatory factorial analysis hierarchical models reflective versus formative models |
title_short |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
title_full |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
title_fullStr |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
title_full_unstemmed |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
title_sort |
Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value |
author |
Sampaio, Ana |
author_facet |
Sampaio, Ana Saramago, João |
author_role |
author |
author2 |
Saramago, João |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Sampaio, Ana Saramago, João |
dc.subject.por.fl_str_mv |
Customer loyalty customer satisfaction customer perceived value sHORT version of PERVAL scale Structural equation modeling confirmatory factorial analysis hierarchical models reflective versus formative models |
topic |
Customer loyalty customer satisfaction customer perceived value sHORT version of PERVAL scale Structural equation modeling confirmatory factorial analysis hierarchical models reflective versus formative models |
description |
Structured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures. |
publishDate |
2016 |
dc.date.none.fl_str_mv |
2016-10-30T00:00:00Z 2017-01-30T12:35:57Z 2017-01-30 |
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/10174/20253 http://hdl.handle.net/10174/20253 |
url |
http://hdl.handle.net/10174/20253 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
EJABM ISSN-2183-5594 sampaio@uevora.pt saramago_85@hotmail.com 336 doi:10.1002/(ISSN)1479-1838 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/embargoedAccess |
eu_rights_str_mv |
embargoedAccess |
dc.publisher.none.fl_str_mv |
European Journal of Applied Business Management, 2(2), 2016, pp.96-114. |
publisher.none.fl_str_mv |
European Journal of Applied Business Management, 2(2), 2016, pp.96-114. |
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 |
repository.mail.fl_str_mv |
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1799136600243830784 |