The literature on grocery store loyalty views a consumer as possessing store loyalty toward a particular store for her or his overall shopping needs. In this study, we examine store loyalty as a category-specific trait, i.e., a consumer could be loyal to Store A in category 1, but loyal to Store...

We investigate how adoption of a retailer’s factory outlet channel impacts customers’ spending in the retailer’s traditional retail store channel. In recent years, many retailers have added exclusively sourced factory outlet stores into their channel mix to achieve market expansion and...

Loyalty programs are initiated to retain customers and as well as to maximize their lifetime value. However, controversies exist regarding the effectiveness of loyalty programs on the ground whether consumers really become loyal or simply take the loyalty programs as the short-term incentives....

This paper reports the results of a longitudinal study of a beverage distributor who initiated a customer satisfaction program with its entire customer base of different types of retailers. We use a broad-based measure of customer satisfaction tailored to the company's operations, and we compute...

With around 70 million people of middle class income in Indonesia and the passion to travel which is also increasing year by year up to 9 million, PT Santafi Travel should have taken advantage in expanding the travel business,but instead they are declining. Lack of customer loyalty which is the...

Building and, more particularly, cementing a strong relationship between consumers and retail format is a major goal that any retail chain attempts to achieve through its marketing strategy. By resorting to various procedures and tools, the management of any retail brand seeks to develop in the...

The role of customer value has been largely recognized over time by the firms as an instrument towards stimulating market share and profit optimization. The customer values for a new product of firm in competitive markets are shaped more by habits, reinforcement effects, and situational...

Shopping cards as well as customers' clubs related to retailers are often investigated in literature. While the perception and the effects of those marketing instruments have been often discussed in western countries, there is a lack of studies for eastern European countries. The present study...

The chapter focuses on the role played by private labels (PLs) in the retailer-consumer relationship. Specifically, the results of a survey aimed at investigating the ability of a specific kind of PL, namely premium private label (PPL), to improve customer loyalty to the retailer are presented....

Sustainability is a pressing concern and a constant challenge for the contemporary society, being carefully monitored by individuals and diligently implemented by companies within their business strategies. Companies increasingly resort to highlighting the characteristics and advantages of...