haku: @author MacIntosh, G. / yhteensä: 3
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| Tekijä: | Macintosh, G. Lockshin, L. S. |
| Otsikko: | Retail relationships and store loyalty: A multi-level perspective |
| Lehti: | International Journal of Research in Marketing
1997 : DEC, VOL. 14:5, p. 487-497 |
| Asiasana: | LOYALTY SHOPS RETAILING HUMAN RELATIONS |
| Kieli: | eng |
| Tiivistelmä: | Interpersonal relationships between retail salespeople and customers are an important factor in retail store loyalty. This study investigates the linkages between trust in a salesperson, trust in the store, and repeat purchase intention. A model of store loyalty is tested. For those with an interpersonal relationship, trust and commitment to the salesperson are linked with purchase intention as well as indirectly through store attitude. For customers without salesperson relationship,trust in the store leads to loyalty indirectly through store attitude but does not have a direct impact on purchase intention. The results illustrate the existence of multi-level relationships between stores and customers and how the relationships link to store loyalty. |
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