The relationship between a satisfactory in-store shopping experience and retailer loyalty
In this study consumer satisfaction with the in-store shopping experience is used to predict two measures of retailer loyalty. The first measure is an attitudinal measure of loyalty. The second measure is actual buying behaviour – actual sales recorded in monetary terms and in terms of units bought. The results suggest that a satisfactory in-store shopping experience enhances cumulative or ‘overall' consumer satisfaction, which in turn enhances both attitudinal loyalty and behavioural loyalty (actual sales).
Year of publication: |
2006
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Authors: | Terblanche, N. S. ; Boshoff, C. |
Published in: |
South African Journal of Business Management. - Cape Town : African Online Scientific Information Systems (AOSIS), ISSN 2078-5976. - Vol. 37.2006, 2, p. 33-43
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Publisher: |
Cape Town : African Online Scientific Information Systems (AOSIS) |
Saved in:
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