We first propose a typology of loyal customers based upon a set of perceived benefits derived from the participation to a loyalty program (utilitarian, hedonic and recognition benefits). We then explore the relationships between these benefits and various relational variables (commitment, trust...

Previous research on loyalty programs is mainly characterized by the use of panel data and measures of repurchase behavior. This is a rather short-term approach that contrasts with the objective of strengthening retailer-customer bonds. In this article, we draw on relationship marketing...

From the 90’s onwards, retailers’ marketing resources have been mainly developed through the recruitment of qualified managers and the establishment of partnerships with service providers and suppliers. However, our research shows that overall marketing competency relies less on the...

Although the term of Business Model (BM) is widely used in day-to-day retailing and more specifically in electronic commerce, the concept needs further analysis in this specific industry. The goal of the article is to identify the various elements of BM for retailers, and to develop a typology....

Cette recherche se donne pour objectif de présenter les résultats de plusieurs études concernant la fréquentation des points de vente. Les investigations portent sur trois dimensions essentielles pour caractériser la fréquentation d'une grande surface alimentaire : la valeur du client, la...

The authors examine the main consumption trends that are considered to be relevant to the retail industry, when differenciation becomes the main strategic objective. This research aims at helping the retailers to understand the major trends and to evaluate the opportunity of responding to them...

Synthèse pour comprendre les enjeux de la relation client et mettre en oeuvre des stratégies client adaptées. Traite des questions stratégiques, technologiques, organisationnelles en interaction avec les problématiques de marketing.

Sales flyers are intensively used by retailers to communicate their promotions, and reach strategic objectives. In this article, we raise the question of the perspectives offered to this media, while it is facing a shift in retailer strategies, as well as sharp changes in the communication...