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| Author: | Vlachos, P. A. (et al.) |
| Title: | Consumer-retailer emotional attachment |
| Journal: | European Journal of Marketing
2010 : VOL 44:9/10, p. 1479-1499 |
| Index terms: | consumer behaviour loyalty relationship marketing retailing |
| Language: | eng |
| Abstract: | The article studies the building of loyalty and affectionate bonds in consumer-retailer relationships. To address the topic, face-to-face interviews with 163 supermarket shoppers in Greece were conducted. The findings show that firm trust, trust in employees, likability of service personnel and co-consumers, shopping enjoyment, self-expressiveness, place dependence and place identity were the key predictors of the emotional attachment between the consumer and the firm. Emotional attachment, in turn, has a strong influence on behavioral loyalty and word of mouth. |
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