This paper is designed to understand the importance and impact of service quality on behavioral aspects like purchasing or repurchasing, recommending the store to others, complaining about the stores or switching to another store. This study was carried out in India, in which a sample size of...

We study the impact of launching a non-tiered customer loyalty program on consumers' spending per visit, frequency of visits and attrition rates, as well as the overall customer value. We demonstrate these results both through descriptive difference-in-difference regressions as well as through a...

Customer loyalty schemes (or programs) are explicit efforts by retailers to gain long-term patronage from customers. Loyalty schemes are developed for a variety of reasons: to reward loyal customers, to generate more robust information about customer behavior, to influence consumer behavior, and...

Today, most firms employ online and offline distribution channels. Customers combine both channels for information search and purchase. However, researchers and practitioners are still lacking insight concerning the creation of additional customer value, in terms of a seamless purchase...

Technology is changing the way customers and companies interact. How consumer purchasing behavior is affected by the use of technologies which enable them to purchase independently of direct service employee contact - i.e., by shopping via a technological interface rather than in a...

Objective – The modern retail experience is about more than buying products. It's about the feeling the customer gets from being in your store, the way it makes them feel, and how it addresses the person they want to be. In today’s business arena customers are prime assets for an...