Publication Type
Journal Article
Version
publishedVersion
Publication Date
10-2009
Abstract
Our empirical research investigates the impact of dimensions of shopping convenience (decision, access, search, transaction, and after-sales convenience) on customer retention, including customer behavioral loyalty (shares of wallet and visits) and attitudinal loyalty (exit intention). Our findings show that for utilitarian shopping, behavioral and attitudinal loyalty are partly affected by different dimensions. Decision and access convenience, dimensions that come into play prior to the purchase, are most important for share of visits and share of wallet. Apart from decision convenience, exit intention is very much affected by transaction convenience, which is an in-store dimension. Furthermore, comparing our results with results of hedonic shopping purposes shows that major differences exist.
Keywords
Convenience, Customer retention, Retailing
Discipline
Marketing | Sales and Merchandising
Research Areas
Marketing
Publication
Journal of Relationship Marketing
Volume
8
First Page
313
Last Page
329
ISSN
1533-2667
Identifier
10.1080/15332660903344644
Publisher
Taylor and Francis Group
Citation
MOELLER, Sabine; FASSNACHT, Martin; and ETTINGER, Andreas.
Retaining customers with shopping convenience. (2009). Journal of Relationship Marketing. 8, 313-329.
Available at: https://ink.library.smu.edu.sg/lkcsb_research/7595
Copyright Owner and License
Publisher
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.1080/15332660903344644