Consumer service and loyalty in Spanish grocery store retailing: an empirical study
Year: 2009
Type: article
Study design: Observational Study
Abstract: 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.
Authors: Arturo Molina, Víctor J. Martín, Jesús Santos, Evangelina Aranda
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1995094084