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Consumer service and loyalty in Spanish grocery store retailing: an empirical study
Author(s) -
Molina Arturo,
Martín Víctor J.,
Santos Jesús,
Aranda Evangelina
Publication year - 2009
Publication title -
international journal of consumer studies
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 1470-6423
DOI - 10.1111/j.1470-6431.2009.00780.x
Subject(s) - loyalty , business , service (business) , marketing , empirical research , advertising , service quality , product (mathematics) , order (exchange) , quality (philosophy) , test (biology) , loyalty business model , mathematics , paleontology , philosophy , geometry , finance , epistemology , biology , statistics
The purpose of this paper is to investigate the effects of consumer service on loyalty in retail establishments. Based on a theoretical discussion regarding the relationship between waiting time, product quality, store atmosphere and loyalty, an empirical research was conducted to test the proposed relationships. Multiple‐item indicators from previous studies were used to measure the constructs. Results from the study provide empirical support, suggesting that consumer service through three dimensions influences loyalty. Research results suggest that consumer service in retail establishments can be viewed as a threshold factor in order to maintain satisfied and loyal customers. Additionally, managers should consider that loyalty depends on waiting time, product quality and store atmosphere. The present study provides useful information on the relationship between consumer service and loyalty in retailing.