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| Author: | Cortiñas, M. Elorz, M. Villanueva, M.L. |
| Title: | Retail store loyalty management via an analysis of heterogeneity of the service elements |
| Journal: | International Review of Retail, Distribution and Consumer Research
2004 : OCT, VOL. 14:4, p. 407-436 |
| Index terms: | Retailing Service Productivity Consumer satisfaction Loyalty Models |
| Language: | eng |
| Abstract: | Using a marketing approach and a structural equation modeling this article examines the productivity of retail services. The factors affecting the link btw. customer satisfaction and loyalty are examined by observing two retail services, grocery stores and petrol stations. It is found that the service features to which managers need to focus on vary widely. Finally, the different possibilities for enhancing customer satisfaction and store loyalty are discussed. |
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