CUSTOMER LOYALTY: INFLUENCES ON THREE TYPES OF RETAIL STORES’ SHOPPERS

Mei-Lien Li, Robert D. Green, Farideh A. Farazmand and Erika Grodzki

International Journal of Management and Marketing Research, 2012, vol. 5, issue 1, 1-19

Abstract: Customer loyalty is a major factor for a firm’s success. Loyal customers are less price sensitive. Furthermore, these customers are likely to purchase more frequently, try the firms’ other products and bring new customers tothe firm. This study examines the relationship of shoppers’ characteristics and behavior, and customers’ perception of marketing strategy (product, price, place, promotion), customer value (quality, sacrifice) and relationship quality on customer loyalty. Depending on the type of retail store, convenience, department and hypermarket stores’ loyalty is influenced by several factors, including different marketing strategies (price deals, distribution intensity) and relationship quality (customer satisfaction, trust, commitment). The results have particular implications for further research and for marketing managers.

Keywords: Customer loyalty; marketing strategy; perceived value; relationship quality (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v5n1-2012/IJMMR-V5N1-2012-1.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ibf:ijmmre:v:5:y:2012:i:1:p:1-19

Access Statistics for this article

International Journal of Management and Marketing Research is currently edited by Terrance Jalbert

More articles in International Journal of Management and Marketing Research from The Institute for Business and Finance Research
Bibliographic data for series maintained by Mercedes Jalbert ( this e-mail address is bad, please contact ).