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Does customer sex influence the relationship between perceived quality and share of wallet?

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  • Babakus, Emin
  • Yavas, Ugur

Abstract

This study examines the within and between sex differences on the relative importances of merchandise quality and interaction quality as drivers of behavioral loyalty (share of wallet). A sample of customers of a national retail chain serves as the study setting. The results indicate that for female customers, interaction quality and merchandise quality have equally strong total influence on share of wallet. For male customers, the total effect of merchandise quality on share of wallet is significantly stronger than the total effect of interaction quality. Across sex comparisons reveal that the total effect of interaction quality on share of wallet is stronger for female customers. However, merchandise quality exerts a stronger total influence on share of wallet for male customers. Implications of the results are discussed and avenues for future research are offered.

Suggested Citation

  • Babakus, Emin & Yavas, Ugur, 2008. "Does customer sex influence the relationship between perceived quality and share of wallet?," Journal of Business Research, Elsevier, vol. 61(9), pages 974-981, September.
    • Handle: RePEc:eee:jbrese:v:61:y:2008:i:9:p:974-981
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    2. Enav, Friedmann & Daphna, Brueller, 2018. "Is stereotypical gender targeting effective for increasing service choice?," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 35-44.
    3. Rod, Michel & Ashill, Nicholas J. & Gibbs, Tanya, 2016. "Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 212-221.
    4. Shuk-Ching Liu & Tsan-Ming Choi & Raymond Au & Chi-Leung Hui, 2011. "Individual Tourists from the Chinese Mainland to Hong Kong: Implications for Tourism Marketing in Fashion," Tourism Economics, , vol. 17(6), pages 1287-1309, December.
    5. Joan B. Garau-Vadell & María D. De-Juan-Vigaray, 2017. "International residential tourist shopping styles," Tourism Economics, , vol. 23(3), pages 485-505, May.
    6. Ladhari, Riadh & Leclerc, André, 2013. "Building loyalty with online financial services customers: Is there a gender difference?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 560-569.
    7. Azeem, Muhammad Masood & Baker, Derek & Villano, Renato A. & Mounter, Stuart & Griffith, Garry, 2018. "Food shoppers’ share of wallet: A small city case in a changing competitive environment," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 119-130.
    8. Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2019. "Test of an integrative model of travel-related social media users’ switching intentions," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 339-361, June.
    9. Babin, Barry J. & Griffin, Mitch & Borges, Adilson & Boles, James S., 2013. "Negative emotions, value and relationships: Differences between women and men," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 471-478.
    10. Helgesen, Øyvind & Ivar Håvold, Jon & Nesset, Erik, 2010. "Impacts of store and chain images on the “quality–satisfaction–loyalty process†in petrol retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 109-118.

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