Analysis of the effect of store attributes to perceived relationship investment, perceived relationship quality, and attitudinal loyalty of Metro Department Store customer in Surabaya

Purpose The purpose of this paper is to investigate the impact of store-level attributes, relationship investment, culture and religiosity on relationship quality. Design/methodology/approach To attain the above objective, data were collected from 350 customers from India and Nigeria. Data were analyzed using SPSS and AMOS. Findings In the present study, empirical evidence was found for the impact of most of the store’s positioning attributes on perceived relationship investment and relationship quality, in India and Nigeria. Factors like personalization and their impact on relationship investment and quality were not supported in Nigeria. Additionally, religiosity was found to impact relationship quality only in case of Nigerian customers. Cultural differences were also found between consumers of both these countries. Originality/value The present study contributes to the theory of consumer behavior and cross-cultural studies by examining the effect of the relationship between various cultural dimensions and religiosity on customer’s commitment with a store, which to the author’s best knowledge is not done before. The present study makes important contribution to the existing literature of relationship quality in three ways: first, by specifying important store-level attributes that impact customer’s perception about relationship investment. By applying these practices, retailers can guide customer’s perception of relationship investment, second, this study confirmed the impact of relationship investment on relationship quality, thus demonstrating the retailers as to why should they invest time and effort in building positive perception about relationship investment, third, this study is first of its kind to have investigated the impact of culture and religiosity on the perception of relationship investment and relationship quality.

Download Full-text

Exploring the influence of store attributes on customer experience and customer engagement

International Journal of Retail & Distribution Management ◽

10.1108/ijrdm-04-2016-0049 ◽

2017 ◽

Vol 45 (11) ◽

pp. 1138-1158 ◽

Cited By ~ 8

Author(s):

Suhaily Mohd-Ramly ◽

Nor Asiah Omar

Keyword(s):

Structural Equation ◽

Department Store ◽

Customer Experience ◽

Customer Engagement ◽

Equation Modeling ◽

Original Research ◽

Retail Sector ◽

Term Survival ◽

Content Type ◽

Store Attributes

Purpose The global retail landscape has changed drastically. The rising role of Asia as one of the fastest growing international retail penetration and expansion will continue to make the region to be the driving force in world economic growth. However, the ambitious expansion plans are making the retail sector to be more challenging. Emphasizing on the customer experience and enhancing the value proposition to customers are undeniably vital factors for the long-term survival of any retail business. Therefore, the purpose of this paper is to examine the influence of store attributes on customer experience and customer engagement in the context of department store in Malaysia. Subsequently, the influence of customer experience on customer engagement is also analyzed. Design/methodology/approach Using drop and collect survey, 484 valid responses of department store cardholders of age 18 years and above in the area Klang Valley, Malaysia, were collected. PLS structural equation modeling was used to test the hypotheses of this study. Findings Results revealed that customer experience is influenced by merchandise, store atmosphere, and loyalty program, while customer engagement is influenced by merchandise, communication, interpersonal communication, and loyalty. In contrast, post-transaction services were found to have non-significant impact on both customer experience and customer engagement. Analysis also revealed a strong relationship between customer experience and customer engagement. Research limitations/implications This study is carried out on customers of department store in Malaysia. However, the researchers urge other researchers to replicate the study from different countries and category of department stores. Originality/value Retail researchers recognize little knowledge on the contribution of store attributes to customer experience and customer engagement. This paper represents original research that encourages foreign retailers to employ service-dominant logic as a new marketing thought in designing strong customer engagement and experience strategies to capture the Malaysia market.

Download Full-text

Off-price versus price-off

International Journal of Retail & Distribution Management ◽

10.1108/ijrdm-02-2013-0038 ◽

2014 ◽

Vol 42 (10) ◽

pp. 902-928 ◽

Cited By ~ 4

Author(s):

Ronald L. Hess Jr ◽

Lawrence Ring

Keyword(s):

Marketing Research ◽

Extreme Points ◽

Department Store ◽

Future Research ◽

Department Stores ◽

Content Type ◽

Store Attributes ◽

The Us ◽

Retail Format ◽

Retail Formats

Purpose – The purpose of this paper is to better understand the unique competitive positioning characteristics of off-price retailers and how they compare to other types of retailers. The authors compare off-price and upscale off-price retailers with four major formats of retailers: first, discount department store/warehouse club retailers; second, moderate department store retailers; third, department store retailers; and finally, specialty department store retailers. Design/methodology/approach – The paper employs a representative sample that was randomly drawn from four primary metropolitan cities in the USA. The data were collected using telephone interviews by a prominent, marketing research firm. A series of discriminant analyses were conducted to examine the data. Findings – The findings of the paper indicate that the off-price formats were consistently positioned at extreme points along the price/value continuum, signifying the strongest value-orientation among the other retail formats. The authors also found that while the upscale off-price format followed the specialty department stores in terms of fashion. The results point to an important disadvantage of the off-price format – although strong on price/value, they often fall short on fashion and many other store attributes that may be important to luxury-oriented customers. Research limitations/implications – The paper employed a sample from several cities collected using a telephone interview methodology within the US. Due to these limitations, the findings of this paper may be hampered by this methodology and not generalize to regions outside of the US. Future research should examine how the demise of most of the upscale off-price retailers and growth of flash web sites have changed the competitive structure of retailing. Practical implications – The results demonstrate that the positioning of the off-price retail format is unique from other formats. The retail formats occupy distinct positions. The off-price retail format is strongly associated with the price/value position but only moderately fashionable to customers, especially when compared with the department and specialty department store formats. In contrast, the upscale off-price format, while also strongly positioned along the price/value continuum, is considered much more fashionable than the off-price retail format. In fact, the upscale off-price retail format only trails the specialty department store format in terms of fashion. Originality/value – The unique characteristics of the off-price retail format and growing interest from upscale department stores underscores the need for a comprehensive understanding of the motives of the off-price shopper. This paper provides retailers with a more complete understanding of the store attributes that differentiate the off-price retail format from other major retail store formats. The overall objective of this study is to offer a comprehensive view of the positioning of off-price retailers compared with many alternative retail formats.

Download Full-text

Customer Perceptions about Retail Store Attributes: A Comparative Analysis between Supermarkets, Department Store and Specialty Stores in India

IIMS Journal of Management Science ◽

10.5958/0976-173x.2020.00001.9 ◽

2020 ◽

Vol 11 (1) ◽

pp. 1

Author(s):

Sneha Sharma ◽

Suresh K. Chadha

Keyword(s):

Comparative Analysis ◽

Department Store ◽

Retail Store ◽

Customer Perceptions ◽

Store Attributes

Download Full-text

Causal Role of Emotions in Explaining Relationships Between Perceived Relationship Investment and Relationship Quality and Customer Loyalty in Retailing Stores

10.16980/jitc.13.6.201712.535 ◽

2017 ◽

Vol 13 (6) ◽

pp. 535-554

Author(s):

Chul-Jae Choi ◽

Keyword(s):

Relationship Quality ◽

Customer Loyalty ◽

Causal Role ◽

Relationship Investment

Download Full-text

The Difference in the Service Fairness, Customer’s Participation Behavior, Relationship Quality and Relationship Performance by Consumer According to the Type of Clothing Store (Clothing Stores in Department Store versus Dongdaemun Fashion Town)

Advanced Materials Research ◽

10.4028/www.scientific.net/amr.175-176.1052 ◽

2011 ◽

Vol 175-176 ◽

pp. 1052-1058

Author(s):

Jae Ok Park ◽

Jeong In Hwang ◽

Gyeong Eun Oh

Keyword(s):

Relationship Quality ◽

Final Analysis ◽

Department Store ◽

Significant Difference ◽

Clothing Store ◽

Service Fairness ◽

The Difference ◽

Store Environment ◽

Relationship Performance ◽

Positive Word Of Mouth

The purpose of this study is to find out the difference in the service fairness, customer’s participation behavior, relationship quality and relationship performance perceived by consumer according to the type of clothing store (department store versus Dongdaemun Fashion Town). The subjects of the research were men and women in their 20s and 30s who were residing in Seoul and Gyeonggi-do and who had the experience of purchasing clothing product at department store or Dongdaemun Fashion Town. Data were collected through a questionnaire survey, and a total of 424 questionnaires were used for final analysis: 213 questionnaires from the consumers who used department store, plus 211 questionnaires from those who used Dongdaemun Fashion Town. The result of this research showed that there was significant difference in all of service fairness (procedure and outcome), customer’s participation behavior (emotional participation, information participation and physical participation), relationship quality (satisfaction and trust) and relationship performance (repurchase intention, and positive word-of-mouth) perceived by consumer, according to the type of clothing store (clothing stores in department store versus Dongdaemun Fashion Town). Especially, the consumers who used the clothing stores in department store showed better perception of all the service fairness, customer’s participation behavior, relationship quality and relationship outcome. It is considered, therefore, that clothing enterprises need to establish differentiated service strategy for consumer, through the improvement of store environment and the education of salesperson that can induce more comforTable and active purchasing activity of consumers who visit store.

Download Full-text

An analysis of configurations of relationship quality dimensions to explain sources of behavioral outcomes in globalized manufacturing

European Journal of Marketing ◽

10.1108/ejm-10-2018-0703 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Bodo Steiner ◽

Moritz Brandhoff

Keyword(s):

Comparative Analysis ◽

Relationship Quality ◽

Customer Value ◽

Customer Orientation ◽

Qualitative Comparative Analysis ◽

Behavioral Outcomes ◽

Content Type ◽

Attitudinal Loyalty ◽

Quality Dimensions

Purpose This paper aims to explore the role of configurations of relationship quality dimensions for explaining sources of behavioral outcomes in the globalized manufacturing industry. Design/methodology/approach A joint analysis of behavioral and objective performance data from globalized manufacturing links perceptual customer metrics that relate to dimensions of relationship quality (i.e. attitudinal loyalty, perceived customer orientation, customers’ perceived innovativeness of the supplier and perceived customer influence on supplier innovation) with behavioral outcomes (i.e. share of wallet (SOW) and customer account profitability). Using data from a global business-to-business (B2B) customer survey together with archival performance data from a multinational mechanical engineering firm, a fuzzy set qualitative comparative analysis (fsQCA) is performed. Findings The fsQCA results suggest that perceptual customer metrics related to innovation can be relevant aspects of relationship quality, in line with Anderson and Mittal’s (2000) satisfaction-repurchase-profitability chain framework and its adaptation to SOW. However, the underlying complexities in the different combinations of attributes in the recipe are such that they are not equifinal in leading to higher SOW or higher profitability. This paper finds indications for non-linearities between perceptual measures investigated and profitability of customer accounts, with particular relevance for the role of perceived customer orientation, perceived product innovativeness of the supplier and attitudinal loyalty. Research limitations/implications The analysis faces a number of limitations, starting with its reliance on cross-sectional survey data, which does not enable us to account for feedback mechanisms, for example, arising from customer perceptions regarding innovation aspects. The lack of a multidimensional conceptionalization of the perceptual customer constructs may have limited the analysis, considering also recent evidence from retail companies in the furniture sector in Spain, suggesting that the multidimensional conceptualization of relationship value explained satisfaction and loyalty levels to a greater extent than the one-dimensional conceptualization (Ruiz-Martínez et al., 2019). Practical implications In terms of managerial implication, the results suggest that customers perceive limited value in participating in the focal firm’s innovation value chain funnel, hence customer loyalty cannot be bought using simple incentive strategies. The results with regard to customer account profitability suggest that B2B customers investigated here may distinguish when interacting with their globalized supplier in the innovation funnel: they may see a positive customer value when the innovation is a product, and thus, relation-specific, whereas they may see limited customer value when innovation is considered in more generic terms (customers’ perceived influence on supplier innovation in general). Originality/value This paper starts from the premise that perceptual customer metrics can matter for supplier performance, as the customer relationship and customer value management research has shown. However, there is limited empirical evidence from globalized manufacturing sectors incorporating perceptual constructs in behavioral outcomes, and limited evidence assessing customer-perceived value in such sectors through alternate approaches to main-effects focused analyzes. We employ qualitative comparative analysis using fuzzy sets (Russo et al., 2019) to address these gaps, focusing on two key behavioral outcomes, namely, customer account profitability and SOW.

Download Full-text

Consumer satisfaction and loyalty in private-label food stores

British Food Journal ◽

10.1108/bfj-09-2012-0216 ◽

2014 ◽

Vol 116 (5) ◽

pp. 849-871 ◽

Cited By ~ 11

Author(s):

María Pilar Martínez-Ruiz ◽

Pablo Ruiz-Palomino ◽

Ricardo Martinez-Canas ◽

Juan José Blázquez-Resino

Keyword(s):

Consumer Satisfaction ◽

Private Label ◽

Food Store ◽

Food Retailing ◽

National Brand ◽

Content Type ◽

Attitudinal Loyalty ◽

Performance Variables ◽

Marketing Performance ◽

Store Attributes

Purpose – This study aims to determine which factors underlie the store attributes that contribute to a particular food store image. Furthermore, heightened recent attention to private labels in the food retailing industry creates the need to assess whether the factors vary, depending on customers' brand proneness and their impact on key marketing performance variables (satisfaction, attitudinal loyalty, behavioural loyalty). Design/methodology/approach – The proposed analysis features 211 questionnaires out of a sample of 391 consumers surveys gathered in four different store formats; 137 of which were completed by consumers who admitting being private label prone, and 74 pertaining to consumers who considered themselves national brand prone. The underlying food store factors were identified using factorial analysis of principal components, and their influence on consumers' satisfaction and loyalty was evaluated with linear parametric regression models. Findings – Store attributes related to providing sufficiently convenient purchasing experiences and a special atmosphere are most important for private label brand-prone consumers and enhance their satisfaction, attitudinal loyalty and behavioural loyalty. For national brand-prone consumers, attributes related to quality are more important for enhancing marketing performance variables. Research limitations/implications – The results enable a clear identification of food store factors that vary with the consumer segment being considered (private label prone consumers vs. national brand prone), as well as their differential impacts on key marketing performance variables. Practical implications – To appeal to private label-prone consumers, food retailers should put particular emphasis on the attributes of the store itself, especially those that enhance convenience and the pleasantness of the store atmosphere. To attract national brand-prone consumers, they primarily need to highlight aspects related to quality. Originality/value – This research emphasises the importance of building competitive strategies in food retailing based on: an increased knowledge about the attributes and factors that food consumers value more highly; and brand type preferences.

Download Full-text