Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs

Bibliographic Details
Main Author: Filipe, S.
Publication Date: 2017
Other Authors: Marques, S. H., Salgueiro, M. D. F.
Format: Article
Language: eng
Source: Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
Download full: http://hdl.handle.net/10071/13065
Summary: This paper aims: (i) to characterize the priorities designed and implemented by grocery retailers concerning relationship marketing with customers; (ii) to analyse customers’ relationship with their grocery store and to evaluate store format and loyalty programs as key determinants of this relationship. Exploratory interviews were conducted with grocery store managers. Two independent samples of Portuguese customers answered a questionnaire and collected data were analysed using Structural Equation Modelling. Main results suggest that supermarkets lead to higher levels of customers’ trust (directly) and customers’ loyalty (indirectly). Furthermore, the positive effect of customers’ satisfaction on customers’ loyalty is higher for members of grocery store loyalty programs.
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spelling Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programsConsumer behaviourLoyalty programsRelationship marketingStore formatThis paper aims: (i) to characterize the priorities designed and implemented by grocery retailers concerning relationship marketing with customers; (ii) to analyse customers’ relationship with their grocery store and to evaluate store format and loyalty programs as key determinants of this relationship. Exploratory interviews were conducted with grocery store managers. Two independent samples of Portuguese customers answered a questionnaire and collected data were analysed using Structural Equation Modelling. Main results suggest that supermarkets lead to higher levels of customers’ trust (directly) and customers’ loyalty (indirectly). Furthermore, the positive effect of customers’ satisfaction on customers’ loyalty is higher for members of grocery store loyalty programs.Elsevier2017-04-20T13:42:49Z2017-01-01T00:00:00Z20172019-03-28T16:24:42Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/13065eng0969-698910.1016/j.jretconser.2017.03.002Filipe, S.Marques, S. H.Salgueiro, M. D. F.info:eu-repo/semantics/openAccessreponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiainstacron:RCAAP2024-07-07T02:32:43Zoai:repositorio.iscte-iul.pt:10071/13065Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireinfo@rcaap.ptopendoar:https://opendoar.ac.uk/repository/71602025-05-28T18:00:13.405768Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologiafalse
dc.title.none.fl_str_mv Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
title Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
spellingShingle Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
Filipe, S.
Consumer behaviour
Loyalty programs
Relationship marketing
Store format
title_short Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
title_full Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
title_fullStr Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
title_full_unstemmed Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
title_sort Customers' relationship with their grocery store: direct and moderating effects from store format and loyalty programs
author Filipe, S.
author_facet Filipe, S.
Marques, S. H.
Salgueiro, M. D. F.
author_role author
author2 Marques, S. H.
Salgueiro, M. D. F.
author2_role author
author
dc.contributor.author.fl_str_mv Filipe, S.
Marques, S. H.
Salgueiro, M. D. F.
dc.subject.por.fl_str_mv Consumer behaviour
Loyalty programs
Relationship marketing
Store format
topic Consumer behaviour
Loyalty programs
Relationship marketing
Store format
description This paper aims: (i) to characterize the priorities designed and implemented by grocery retailers concerning relationship marketing with customers; (ii) to analyse customers’ relationship with their grocery store and to evaluate store format and loyalty programs as key determinants of this relationship. Exploratory interviews were conducted with grocery store managers. Two independent samples of Portuguese customers answered a questionnaire and collected data were analysed using Structural Equation Modelling. Main results suggest that supermarkets lead to higher levels of customers’ trust (directly) and customers’ loyalty (indirectly). Furthermore, the positive effect of customers’ satisfaction on customers’ loyalty is higher for members of grocery store loyalty programs.
publishDate 2017
dc.date.none.fl_str_mv 2017-04-20T13:42:49Z
2017-01-01T00:00:00Z
2017
2019-03-28T16:24:42Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/13065
url http://hdl.handle.net/10071/13065
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0969-6989
10.1016/j.jretconser.2017.03.002
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv reponame:Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
instname:FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron:RCAAP
instname_str FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
instacron_str RCAAP
institution RCAAP
reponame_str Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
collection Repositórios Científicos de Acesso Aberto de Portugal (RCAAP)
repository.name.fl_str_mv Repositórios Científicos de Acesso Aberto de Portugal (RCAAP) - FCCN, serviços digitais da FCT – Fundação para a Ciência e a Tecnologia
repository.mail.fl_str_mv info@rcaap.pt
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