کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1029219 942610 2012 9 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Consumer satisfaction and loyalty: Two main consequences of retailer personality
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
Consumer satisfaction and loyalty: Two main consequences of retailer personality
چکیده انگلیسی

This article investigates the impact of retailer personality on consumers' satisfaction with and loyalty to the retailer, measured through attitude and future behavioral intentions. Data were collected on a convenience sample of 372 customers of a specific retailer. Using partial least squares analysis (PLS), we show that four traits (“congeniality”, “originality”, “conscientiousness” and “preciousness”) have a direct or indirect impact on one of the dependent variables studied. Hence, this article proposes a model of the consequences of retailer personality and suggests that retailer personality is an important concept that practitioners should consider when running their satisfaction and loyalty programs.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Retailing and Consumer Services - Volume 19, Issue 6, November 2012, Pages 644–652
نویسندگان
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