An empirical study of retailing loyalty in the stone industry

Phuong V. Nguyen, Hoang M.P.T. Le and Thao D.D. Bui

International Journal of Business Innovation and Research, 2020, vol. 22, issue 2, 157-180

Abstract: This paper aims to investigate how relationship quality can drive business partner's word-of-mouth communication and loyalty in the business-to-business context. Furthermore, how cooperation and interrelation between suppliers and retailers in the construction industry would achieve sustainable competitive advantages. Finally, the problems accompanied with relationship quality affecting long-term development and preservation of business connections between retailers and main suppliers. This paper uses the PLS-SEM approach to analyse a data collection of 340 respondents, who represent retailers selling granite and construction materials in Ho Chi Minh City, Vietnam. The research finds some notable results: product quality is an important determinant, which has a strong impact on satisfaction, commitment, trust and loyalty. Besides, the result also supports that the higher the level of loyalty, the better effective the marketing channel from word-of-mouth is. Managerial implications are also recommended for managers to establish strategies to maintain and develop the relationships with their retailers.

Keywords: stone retailing industry; relationship quality; loyalty; word-of-mouth. (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbire:v:22:y:2020:i:2:p:157-180

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