Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context

Pedro Cuesta-Valiño, Pablo Gutiérrez-Rodríguez, Estela Núnez-Barriopedro and Blanca García-Henche

Journal of Business Research, 2023, vol. 156, issue C

Abstract: In the digital era, the offer of multiple shopping channels in the retail sector has been improved, and customers are changing their shopping habits. For this reason, supermarkets face more complex commercialization processes in the omnichannel context. Therefore, the main objective of this research is to design an omnichannel management model to enhance loyalty through digitalization strategies based on consumer experience. This research is based on a cross-sectional descriptive study using a survey answered by 2,014 responders in Spain. The Partial Least Square (PLS) method was applied to test the hypotheses of the proposed model. The results confirm that the emotional and rational consumer experience plays a key role in generating satisfaction and engagement with retail; therefore, businesses should know that their actions in this regard will indirectly impact consumer loyalty.

Keywords: Digitalization; Engagement; Consumer experience; Loyalty; Omnichannel retail; Satisfaction (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:156:y:2023:i:c:s0148296322009407

DOI: 10.1016/j.jbusres.2022.113475

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