Bustos-Reyes, César Augusto; González-Benito, Óscar - In: Journal of Business Research 61 (2008) 9, pp. 1015-1025
In highly competitive environments, such as retail markets, characterized by a growing heterogeneity of demand and the proliferation of new retail formats, cross-shopping behavior between stores and formats is becoming increasingly common. This process makes customer loyalty a key strategic...