From retail innovation and image to loyalty: moderating effects of product type

Beatriz Moliner-Velázquez (), Maria Fuentes-Blasco, David Servera-Francés and Irene Gil-Saura
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Beatriz Moliner-Velázquez: University of Valencia
Maria Fuentes-Blasco: Pablo de Olavide University
David Servera-Francés: Catholic University of Valencia
Irene Gil-Saura: University of Valencia

Service Business, 2019, vol. 13, issue 1, No 9, 199-224

Abstract: Abstract This study aims to analyse value–satisfaction–loyalty relationships in retailing by examining the contribution of image and innovation and understanding value as a multidimensional construct. Furthermore, to identify possible differences in these relationships the moderating effect of the type of product marketed in the store is examined. On a sample of 820 customers from four types of stores, SEM methodology and multigroup analysis were applied. The results confirm that image has more influence than innovation on the dimensions of value and that entertainment and excellence are the main antecedents of satisfaction. Some relationships have also been found in which the type of product marketed in the store has a moderating effect.

Keywords: Image; Innovation; Value; Satisfaction; Loyalty; Retailing (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (7)

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DOI: 10.1007/s11628-018-0378-5

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