On the relationship between store image, store satisfaction and store loyalty

On the relationship between store image, store satisfaction and store loyalty In this article the relationship between store image, store satisfaction and store loyalty is examined. A distinction is made between true store loyalty and spurious store loyalty and manifest and latent satisfaction with the store. We hypothesise that the positive relationship between manifest store satisfaction and store loyalty is stronger than the positive relationship between latent store satisfaction and store loyalty. Furthermore, we hypothesise a direct as well as an indirect effect through satisfaction of store image on store loyalty. Second, the relationship between store image and store loyalty is mediated by store satisfaction. We do not find evidence for a direct effect of store image on store loyalty. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

On the relationship between store image, store satisfaction and store loyalty

European Journal of Marketing, Volume 32 (5/6): 15 – Jun 1, 1998

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Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090569810216118
Publisher site
See Article on Publisher Site

Abstract

In this article the relationship between store image, store satisfaction and store loyalty is examined. A distinction is made between true store loyalty and spurious store loyalty and manifest and latent satisfaction with the store. We hypothesise that the positive relationship between manifest store satisfaction and store loyalty is stronger than the positive relationship between latent store satisfaction and store loyalty. Furthermore, we hypothesise a direct as well as an indirect effect through satisfaction of store image on store loyalty. Second, the relationship between store image and store loyalty is mediated by store satisfaction. We do not find evidence for a direct effect of store image on store loyalty.

Journal

European Journal of MarketingEmerald Publishing

Published: Jun 1, 1998

Keywords: Consumer behaviour; Customer loyalty; Customer satisfaction; Image; Retailing; Stores

References

  • The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study
    Hallowell, R.

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