Customer retention: examining the roles of store affect and store loyalty as mediators in the management of retail strategies / created by Ipshita Ray and Larry Chiagouris

By:

Ray, Ipshita [author]

Contributor(s):

Chiagouris, Larry [author]

Material type: Text

TextSeries: Journal of Strategic Marketing ; Volume 17, number 1,Abingdon; Taylor and Francis, 2013-Content type:

text

Media type:

unmediated

Carrier type:

volume

Subject(s):

Online resources:

Click here to access online

Summary: This study presents a strategic view of the antecedents of loyalty through a model in which store affect and store loyalty mediate the effects of store characteristics on store outcomes and business performance. It is proposed that store atmosphere, store uniqueness, merchandise value and store familiarity are directly related to store affect and that store affect, operating via store loyalty, impacts word‐of‐mouth, willingness to pay and customer share. The model is tested using an aggregate dataset of 71 retail stores and 1966 shoppers. The results favor a mediated model in which store loyalty mediates the impact of store affect on store outcomes. Additionally, it is found that store affect also directly influences word‐of‐mouth and willingness to pay a higher price but not customer share. These results are discussed in terms of their theoretical and strategic managerial implications.

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Holdings
Item type	Current library	Call number	Vol info	Status	Notes	Date due	Barcode
Journal Article	Main Library - Special Collections	HF5415.13 JOU (Browse shelf(Opens below))	Vol.17, No.1, pages 1-21	Not for loan	For in-house use only

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This study presents a strategic view of the antecedents of loyalty through a model in which store affect and store loyalty mediate the effects of store characteristics on store outcomes and business performance. It is proposed that store atmosphere, store uniqueness, merchandise value and store familiarity are directly related to store affect and that store affect, operating via store loyalty, impacts word‐of‐mouth, willingness to pay and customer share. The model is tested using an aggregate dataset of 71 retail stores and 1966 shoppers. The results favor a mediated model in which store loyalty mediates the impact of store affect on store outcomes. Additionally, it is found that store affect also directly influences word‐of‐mouth and willingness to pay a higher price but not customer share. These results are discussed in terms of their theoretical and strategic managerial implications.

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