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| Author: | Mägi, A. W. |
| Title: | Share of wallet in retailing: the effects of customer satisfaction, loyalty cards and shopper characteristics |
| Journal: | Journal of Retailing
2003 : VOL. 79:2, p. 97-106 |
| Index terms: | Consumer satisfaction Customer relations Loyalty Retailing Shopping |
| Language: | eng |
| Abstract: | Why consumers vary in how they divide their purchases across outlets and how outlets can get greater share of consumer expenditures? Raising customer satisfaction and increasing repeat purchase through loyalty cards are two potential avenues for increasing customer share. The effects of customer satisfaction and loyalty cards as well as consumer characteristics on customer share spent on the primary grocery store are examined in this study. The results indicate that customer satisfaction has a positive, although modest, effect on share while consumer economic shopping orientation has a negative direct effect on share. |
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