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
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موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
بازاریابی و مدیریت بازار
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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
Journal: Journal of Retailing and Consumer Services - Volume 19, Issue 6, November 2012, Pages 644–652
نویسندگان
Cindy Lombart, Didier Louis,