Since relationship marketing re-emerged as an approach to marketing, the conceptwas met with a great deal of interest. This interest resulted in relationship marketingbeing researched extensively, whilst businesses started to look for ways to buildrelationships with their clients. Relationships...

Total retail experience is, for the purposes of this study, defined as all the elements that encourage or inhibit consumers during their contact with a retailer. This article reports on the influence of three dimensions of consumers' total retail experience on their satisfaction levels. The...

Evidence from various sources suggests that satisfaction with the individual components of an in-store shopping experience will result in customer satisfaction which will lead to customer retention and loyalty over the long term. It is argued that the in-store shopping experience (ISE) at store...

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...

In this study an attempt is made to develop a generic instrument that could be used to measure customer satisfaction with the controllable elements of the in-store shopping experience. By closely following the most contemporary guidelines for scale development, and involving 11 063 respondents...

The retention of customers has become a key concern for many businesses. Various drivers of loyalty such as satisfaction, loyalty and commitment have, over time, been studied with the objective to improve customer retention. This study reports on the empirical findings in respect of the...

The focus of this study was on the relevance of trust, satisfaction and commitment in maintaining a long-term relationship (intention to stay) with an exchange partner in a Business-to-Business (B2B) context in the financial services industry. The perceptions of 238 B2B clients of a leading...

Any brand has a specific identity that the company wants to portray to consumers in its targetmarket – its brand identity – what the brand stands for. This is also the case for Oakley, aluxury brand competing in the sports and fashion industries. In essence the brand identity ofa company is...

The aim of this study is firstly to investigate if offline/online brand transmutation (uniform/non-uniform) patterns are particular to certain retail categories. Secondly, to determine if product characteristics (tangibility/intangibility; high cost, low frequency/low cost, high frequency; high...

Longer relationships with customers, with an anticipated concomitant increase in profitability flowing from such relationships, have become the focus of many businesses. Over time numerous measures to gauge and predict loyalty and commitment have been developed with the purpose to assist...