Store Loyalty Research Articles

Exploring store image and green trust as predictors of food store loyalty: A structural model from an emerging market

Customer loyalty represents a key metric in dynamic, competitive e-commerce environments. While prior authors have explored loyalty dynamics, acumen of the effect of customers’ motivational sub-types (i.e., external material and social, introjected, identified, and intrinsic regulation) on customer loyalty in this context remains scant, particularly across countries featuring different cultural profiles, exposing an important literature-based gap. Bridging the gap, this study deploys organismic integration theory to explore the role of these customer loyalty drivers across four countries, including the USA (n = 275), China (n = 293), Spain (n = 309), and Lithuania (n = 482). To examine these effects, we adopt partial least squares structural equation modeling (PLS-SEM). The results suggest that intrinsic regulation enhances affective loyalty but not cognitive loyalty across all countries, while the effects of external, introjected, and identified regulations on loyalty dimensions differ significantly by country. We conclude by discussing pertinent implications that arise from our research.

Abstract This study examined the relationships between frontline employees’ (FLEs’) shared perceptions of service-oriented high-performance work systems (SO-HPWSs), work engagement, and service climate. It also investigated how these shared perceptions related to store managers’ assessments of FLEs’ collective in-role and extra-role service performance, customer satisfaction, and store loyalty in the same retail chain. Data were collected from 781 FLEs, 70 store managers, and 803 customers from 70 stores in the same retail chain. Findings showed that SO-HPWSs predict work engagement and service climate; work engagement predicts service climate; and service climate predicts in-role and extra-role service performance and customer satisfaction.

Loyalty Program Benefits, Satisfaction, Program Loyalty, and Store Loyalty of Cardholders

ABSTRACT Store brands (SBs) have gained prominence in the retail industry, particularly in the consumer-packaged goods sector. This study delves into 180 studies published between 2010 and 2024, analyzing factors influencing consumer choices toward SBs. These factors are categorized into three groups: 1) consumer characteristics, encompassing experience, perceived value, and perceived risk; 2) SB characteristics, including advertising, price, quality, packaging, and SB image; and 3) store characteristics, comprising assortment size, service quality, shelf space, store image, and store loyalty. Additionally, the solution methods employed to analyze these factors are classified into five categories: Game Theory, Multivariate Analysis, Path Analysis, Regression, and Structural Equation Modeling. The reviewed articles are categorized and discussed in detail. This study provides valuable insights for retailers and SB manufacturers to develop strategies to promote SB adoption and increase market share.

Pharmaceutical retail in Brazil has undergone a structural transformation, integrating clinical services alongside the sale of medicines and beauty products. This study investigates the pharmaceutical consumer journey in community pharmacies in Londrina (Paraná), focusing on the impact of clinical services (such as consultations and laboratory tests) on consumer decision-making and store loyalty. A quantitative survey was administered to 118 residents of the city, collecting data on purchasing behavior, service awareness, and perceptions of pharmacists' roles. Results show that women are the primary decision-makers in pharmaceutical purchases, often combining health and cosmetic product needs. Consumers value convenience, product organization, and customer service, but awareness of clinical services remains limited. The study contributes to the marketing literature by detailing a consumer journey that blends traditional retail dynamics with emerging health service expectations. The findings offer insights into the optimization of store layout, communication strategies, and service design for pharmaceutical retailers aiming to enhance customer experience and loyalty.

Digital marketing has had a profound impact on consumer purchasing behavior, offering individuals more opportunities to research and purchase products and services. It has also simplified the process for businesses to target specific demographics, allowing them to customize their advertisements based on consumers' interests and needs. In this study, we first categorized respondents according to various demographic factors and then analyzed the relationship between these factors and the impact of digital marketing. The results revealed that digital marketing significantly influenced purchase decisions for 17.7% of respondents and had a moderate impact on 24.0%. The frequency of purchases increased by 45.5%, while it decreased by 36.5%. These findings suggest that digital marketing plays a crucial role in shaping consumer behavior, enabling impulse purchases, which can either benefit or harm businesses, depending on the product or service offered. However, no significant changes were observed in brand loyalty, store loyalty, or customer retention.

Convenience Stores have to deal with many expressive, amiable and direct customers. Satisfaction differs from person to person. Appearance of store also moderates customers. Convenience sampling is used for this study and opinions of customers are collected. It has highlighted the factors that needed to be focused on increasing customer satisfaction. The study regards the positive association of customer loyalty program, customer service and customer communication with store loyalty and store image. The study has helped the shopping malls to identify major issues in maintaining customer satisfaction. Store attributes and its necessity are also discussed in this study. However, we have some limitations. This study, only used a sample of Bangladeshi people to examine our hypothesis. A longitudinal research design or experimental research is necessary to extend our findings. Finally, shopping malls can evaluate the importance of customer satisfaction and store attributes for future decisions in business.

One of the biggest challenges faced by the retail sector in the digital era is maintaining customer loyalty to stores. This study aims to analyze the effect of store novelty on store loyalty, with store design complexity and store design pleasure as mediating variables. The study employed a purposive sampling method, involving 120 respondents who were customers of fashion stores in Surabaya. Data collection was conducted using a questionnaire distributed online via Google Forms. The collected data were analyzed using the Partial Least Square (PLS) technique with the SmartPLS 3.0 application. The results show that store novelty does not have a direct effect on store loyalty; however, it has an indirect effect mediated by store design complexity and store design pleasure. These findings provide significant contributions to the retail management literature, particularly regarding strategies for building and maintaining customer loyalty. From a managerial perspective, the study recommends that store managers focus on innovative designs emphasizing variety and comfort to create a unique and enjoyable shopping experience for customers. Effectively managing engaging and complex store design elements can serve as a powerful strategy to enhance customer loyalty amidst the increasing competition in the retail industry.

Abstract Store loyalty is a key focus for companies that want to retain their customers. One strategy for building store loyalty is to develop a loyalty program. This study aims to examine the impact of economic and non-economic benefits of the program on store loyalty, with the mediating role of the number of years of membership (membership duration) in the loyalty program. The model is based on structural equation modeling (SEM), while the statistical software AMOS was used to measure SEM. The results of the research showed that the economic and non-economic benefits of the loyalty program significantly affect to store loyalty, and that the membership duration in the program has a significant impact on the consumer’s perception of the previously stated benefits, and it was determined that with the increase in membership duration, the preference is given to non-economic benefits.

In online gaming, selling virtual game items is a growing phenomenon designed to engage players. Despite growing adoption, little remains known regarding the gamer’s perceived virtual item retail experiences, particularly in the online game retail context. Based on the hedonic consumption perspectives, we examined the role of escapism, role projection, fantasy, enjoyment, emotional involvement, and arousal in developing positive attitudes toward in-game virtual items, which eventually enhanced behavioral outcomes such as game store loyalty, willingness to pay (WTP) and word-of-mouth (WOM). We collected survey data from 281 online gamers and analyzed the data using partial least squares (PLS)-based structural equation modeling. The results indicate that fantasy, escapism, enjoyment, and arousal significantly enhance gamers’ favorable attitudes toward virtual item experiences. Moreover, the findings indicate the positive influence of attitude on players’ WTP, loyalty to retailers, and positive WOM. This study is the first to explore imaginal and emotional experiences as antecedents that derive gamers’ favorable attitudes toward in-game item retail experiences and their subsequent influence on gamers’ consumption behavior. Online game retailers may benefit from focusing on virtual item experiences to elevate premium gamers’ retail attitudes and their ensuing consumption behaviors.

The primary objective of this paper is to propose a conceptual model to explore the relationship between coffee-like scent, emotional brand attachment (EBA), store brand loyalty, and, store loyalty. Relevant literature was reviewed to establish the relationships between coffee-like scent, EBA, store brand loyalty, and store loyalty. This study proposes a conceptual framework and propositions that seek to explain the relationship among the variables. The statistical population of the research is the customers of stores who inhaled the coffee-like scent, 25 cases were surveyed during 2023-2024. The developed conceptual model indicates that the coffee-like scent positively affects EBA and influences store loyalty. This study, leveraging the S-O-R model and the appraisal theory, demonstrates how firms can use coffee-like scent to enhance store loyalty. By influencing EBA, firms can positively impact marketing-related variables, such as store loyalty, without requiring customers to consume coffee. This research is among the first to draw upon established scent and caffeine literature to develop a conceptual framework to analyse the effect of coffee-like scent on key marketing variables like store loyalty, with EBA as the mediator.

To study the Factors influencing Customer Store loyalty at More Super Market

Introduction & BackgroundShopping data is a valuable resource, offering insights into consumer behaviour and health. In recent years, there has been a growing interest in using shopping data for the purposes of health research. However, little is known about the characteristics of those who are willing to share their shopping data with researchers. Objectives & ApproachThis study aims to investigate the factors that influence individuals' decisions to consent to sharing their shopping data for research purposes. We will leverage data from a cohort study – the Avon Longitudinal Study of Parents and Children (ALSPAC) – to address this question. We will draw upon the responses of a 2018 survey, which asked ALSPAC participants about their use of supermarket loyalty cards, their perceived acceptability of sharing this data with ALSPAC, and their perspectives on potential privacy concerns. Of the 4,462 respondents, 65.4% indicated ownership of at least one major UK supermarket or store loyalty card. Among these, 88.4% expressed a potential willingness to share this data with ALSPAC for research purposes. In the present day – around 2023 – participants have explicitly either granted or withheld consent for the sharing of this data. Our analysis approach will consider factors such as biological gender, ethnicity, education, employment, socioeconomic status, and anxiety as potential moderators to the consent process. We plan to employ a mix of standard statistical methods to analyse sampling biases in the dataset, including regression modelling and correlation tests. Relevance to Digital FootprintsOur study will contribute to the growing body of literature on data linkage between cohort studies and digital footprints datasets. ResultsThe findings from this study will offer valuable insights into the factors influencing participants' consent decisions regarding data sharing. We will contribute to ongoing discussions about privacy and the ethical use of digital footprints data, informing the development of more inclusive consent processes in this field. Conclusions & ImplicationsThis study will inform consent practices in the realm of digital footprints, identifying and addressing potential barriers to consent, and contributing to the ongoing discourse on the responsible and ethical use of shopping data.

The concept of loyalty has remained a central theme in business for over 50 years. This concept has gained additional attention with the growth of online retailing due to rapidly changing retail environments. Numerous studies have focused on the a ntecedents of online store loyalty; however, unlike previous works, the present study explores a conceptual perception of loyalty. This study provides insights into behavioral and attitudinal perspectives and concentrates on the importance of the affective dimension of attitudinal loyalty. Additionally, this study analyzes differences in attitudinal loyalty toward online stores between loyal and disloyal respondents. The study was based on a survey performed in four countries—the USA, China, Spain, and Lithuania. The results highlight the importance of the affective aspect of loyalty and differences in its evaluation among the surveyed countries. The findings reveal significant and stable differences in perception of the three dimensions of attitudinal loyalty between loyal and disloyal respondents; however, in contrast to expectations, the disloyal respondents exhibited very high levels of attitudinal loyalty. These findings contribute to better measurement and interpretation of loyalty for both scientific studies and business practitioners.

Mishra and Raghunathan (2004) and Kim (2008) conducted a study on the same model but reached conflicting results on under what circumstances vendor-managed inventory (VMI) benefits the retailer as opposed to retailer-managed inventory (RMI) in a setting where two products are partially substitutable. However, we note that their conflicting results were due to different assumptions about unmet demand after product substitution, which is influenced by consumers response to retail stockouts. This paper then extends their studies by incorporating consumer response to retail stockouts and re-examining the impacts of VMI on the retailer’s performance as well as on each manufacturer’s. Therefore, this paper reconciles the conflicts in the existing scholarly work and provides a more complete understanding of when each supply chain member is better off with VMI than RMI in a two-product setting. Additionally, the incorporation of consumer response to retail stockouts sheds light on how product substitution and consumers’ store loyalty affect the value of VMI to each supply chain member.

The Impact of E-Loyalty Program on Store Loyalty: The Mediating Role of E-Satisfaction and Moderation by Switching Cost

The notions of resource integration and value co-creation have become popular after the emergence of the Service-Dominant Logic. Several research investigations have been made to understand organizational resources and capabilities but research initiatives in the field of customer resources have been relatively scarce. Moreover, discussions on resource based capabilities have been mostly confined to strategic management and never explored with respect to marketing or consumer behaviour. This study by considering resource based capabilities as the exogenous variable and customer loyalty as the endogenous variable explores whether strategic resource capabilities have any implications in the domain of consumer behaviour. Based on Eric Arnould’s customer resource classification, this study investigates whether the higher order customer physical resource reflected through cognitive absorption, trust propensity and perceived self-efficacy can mediate between online grocers’ resource based capability and the customers’ store loyalty. The study was conducted in the Bengaluru city of India using snowball sampling technique and the data were analysed using PLS SEM. The result suggests that customer physical resource does mediate between online grocery store’s resource based capability and store loyalty. This research initiative has brought forth an altogether new perspective in understanding customer loyalty. Loyalty does not only depend on the value which is delivered by the firms but it is also influenced by the level of resource contributed by the customers’ themselves during the shopping process. Also, this study for the first time has demonstrated that cognitive absorption, trust, propensity and perceived self efficacy can be the manifestations of personal resource which is a contribution to the extant literature.

This paper attempts to understand and highlight the buying behaviour of the consumers towards the Private Label (PL) products in Home Hygiene Products (HHP) in Belagavi. The growth of retail sector post globalization encouraged retailers to come out with their own multiple forms of products which are marketed by them but not manufactured. The resultant was the emergence of Private Label products in variety of segments. This paper tends to bring up the attributes of the consumers towards buying these PL products and tries to emphasize their buying behaviour. The current study aims to identify factors of PLs which have an impact on the consumers purchase intentions. The cleaning products and the products with chemical composition which are not for personal use are considered for the study. Consumers buying behaviour was analyzed with their intensions which influenced the purchase. The main motives behind the introduction of PLs were to fulfill customer needs and increase retailers profit share. The research attempts to examine the different factors that influence consumers' purchasing intentions of private label products among the residents at Belagavi area. Five important factors were identified; they are collectivist culture, perceived risk, price, quality and store loyalty. Collectivist culture and perceived risk were found out to be important background factors which affect the other three factors. Furthermore, the result shows that price and quality of private label brands are highly related as most of the target consumers tend to associate expensiveness with high quality and vice-versa. However, it was also seen that the store image has some effect towards the consumers being loyal (Belagavi residents) in purchasing the Private Labels.Key words Private label brands, manufacturer brands, collectivist culture, perceived risk, price and quality, store loyalty, store image.

Purpose: This study investigated the effect of salespersons’ verbal and nonverbal communication in beauty-service encounters on customers’ store loyalty, focusing on the mediating effect of brand image.Methods: Analyses were conducted by employing the Statistical Package for the Social Sciences program to investigate how salespersons’ verbal and nonverbal communication in beauty-service encounters affect customers’ store loyalty and brand image.Results: Verbal and nonverbal communication of salespersons in beauty-service encounters were found to positively influence brand image and customers’ store loyalty. In particular, beautyservice salespersons’ kinesics and paralanguage was identified to have a significant effect on store loyalty through brand image.Conclusion: When customers positively perceive beauty-service salespersons’ verbal and nonverbal communication, they will be satisfied with the beauty service; therefore, education and management in verbal and nonverbal communication is required. Accordingly, if beauty-service salespersons make an effort to boost confidence; wear neat and fashionable clothes; and maintain eye contact, positive facial expressions, and gestures, they will increase a store’s brand image and customers’ store loyalty.