Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1029219 | Journal of Retailing and Consumer Services | 2012 | 9 Pages |
Abstract
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.
Related Topics
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Authors
Cindy Lombart, Didier Louis,