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Developing customer loyalty from etail store image attributes

Developing customer loyalty from etail store image attributes Purpose The purpose of this paper is to investigate etail store attributes that develop customers' positive perceptions of etail store image, and determines whether or not they develop a sense of loyalty to an etailer.Designmethodologyapproach Acknowledging the importance of customer retention, this paper is designed to examine ecustomer loyalty intentions toward the etailer. To understand the concept of loyalty toward an etailer, this study focuses on the importance of the final stage of the customer decisionmaking process postpurchase evaluation. This paper develops a model that describes the extent to which etail store image derived from a set of etail store attributes indicates patronage intentions and finally predicts customer loyalty. We use the structural equation modeling to test the model and hypotheses.Findings Results in this paper indicate that etail store image is derived from emerchandise, eservice, and eshopping atmosphere attributes, all of which support the way consumers shop. A favorable etail store image positively influences epatronage intentions, which thus leads to eloyalty.Originalityvalue The research in this paper provides a conceptual model that will help eretailers better articulate how and why consumers may be eloyal shoppers. Second, the research identifies attributes, unique to online shopping that serve as the basis for conceptualizing etail image as a second order factor. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Developing customer loyalty from etail store image attributes

Yun, ZeeSun; Good, Linda K.
Managing Service Quality , Volume 17 (1): 19 – Jan 30, 2007
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References (58)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604520710720647
Publisher site
See Article on Publisher Site

Abstract

Purpose The purpose of this paper is to investigate etail store attributes that develop customers' positive perceptions of etail store image, and determines whether or not they develop a sense of loyalty to an etailer.Designmethodologyapproach Acknowledging the importance of customer retention, this paper is designed to examine ecustomer loyalty intentions toward the etailer. To understand the concept of loyalty toward an etailer, this study focuses on the importance of the final stage of the customer decisionmaking process postpurchase evaluation. This paper develops a model that describes the extent to which etail store image derived from a set of etail store attributes indicates patronage intentions and finally predicts customer loyalty. We use the structural equation modeling to test the model and hypotheses.Findings Results in this paper indicate that etail store image is derived from emerchandise, eservice, and eshopping atmosphere attributes, all of which support the way consumers shop. A favorable etail store image positively influences epatronage intentions, which thus leads to eloyalty.Originalityvalue The research in this paper provides a conceptual model that will help eretailers better articulate how and why consumers may be eloyal shoppers. Second, the research identifies attributes, unique to online shopping that serve as the basis for conceptualizing etail image as a second order factor.

Journal

Managing Service Quality – Emerald Publishing

Published: Jan 30, 2007

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