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The influence of national culture and industry structure on grocery retail customer loyalty

Maheshan De Silva Kanakaratne, Jeffery Bray and Julie Robson

Journal of Retailing and Consumer Services, 2020, vol. 54, issue C

Abstract: This study examines, for the first time, the influence of national culture and industry structure on customer loyalty in grocery retailing. Grocery retailers have a long and continued history of international expansion and it is vital to understand how loyalty can be nurtured in different contexts. Thematic analysis of focus groups conducted in the culturally and structurally disparate countries of the United Kingdom and Sri Lanka provide unique insights. Key differences have been identified around consumer preferences and perceptions of loyalty programmes and the key drivers of different loyalty types. Theoretical and managerial implications are discussed.

Keywords: Customer loyalty; National culture; Industry structure (search for similar items in EconPapers)
Date: 2020
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DOI: 10.1016/j.jretconser.2019.102013

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