IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v33y2016icp120-126.html
   My bibliography  Save this article

What drives customer loyalty in grocery retail? Exploring shoppers' perceptions through associative networks

Author

Listed:
  • Maggioni, Isabella

Abstract

Mental associations play a key role in shaping customer-brand relationships and are critical to the development of favourable attitudes and emotional attachment towards a brand. By exploring shoppers’ knowledge structures, this study identifies what drivers of customer loyalty are more relevant to customers in the context of grocery retail. A mix-method study on shoppers’ perceptions and values associated to their most patronised grocery store is presented. Through focus group discussions, concept maps and associative network analysis, three types of associations are identified: functional, relational and premium store associations. Salience and relationships among these dimensions are also discussed.

Suggested Citation

  • Maggioni, Isabella, 2016. "What drives customer loyalty in grocery retail? Exploring shoppers' perceptions through associative networks," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 120-126.
    • Handle: RePEc:eee:joreco:v:33:y:2016:i:c:p:120-126
    DOI: 10.1016/j.jretconser.2016.08.012
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698916301230
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2016.08.012?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Tuškej, Urška & Golob, Urša & Podnar, Klement, 2013. "The role of consumer–brand identification in building brand relationships," Journal of Business Research, Elsevier, vol. 66(1), pages 53-59.
    2. Kumar, V. & Pozza, Ilaria Dalla & Ganesh, Jaishankar, 2013. "Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research," Journal of Retailing, Elsevier, vol. 89(3), pages 246-262.
    3. Bridson, Kerrie & Evans, Jody & Hickman, Melissa, 2008. "Assessing the relationship between loyalty program attributes, store satisfaction and store loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 364-374.
    4. Chebat, Jean-Charles & Sirgy, M. Joseph & St-James, Valerie, 2006. "Upscale image transfer from malls to stores: A self-image congruence explanation," Journal of Business Research, Elsevier, vol. 59(12), pages 1288-1296, November.
    5. Chebat, Jean-Charles & El Hedhli, Kamel & Sirgy, M. Joseph, 2009. "How does shopper-based mall equity generate mall loyalty? A conceptual model and empirical evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 50-60.
    6. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
    7. Maruyama, Masayoshi & Wu, Lihui, 2014. "Multiple store patronage: The effects of store characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 601-609.
    8. Lee, Wan-I & Chang, Chih-Yuan & Liu, Yu-Lun, 2010. "Exploring customers’ store loyalty using the means-end chain approach," Journal of Retailing and Consumer Services, Elsevier, vol. 17(5), pages 395-405.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nishio, Kazuki & Hoshino, Takahiro, 2022. "Joint modeling of effects of customer tier program on customer purchase duration and purchase amount," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    2. Robert Stefko & Radovan Bacik & Richard Fedorko & Maria Olearova, 2022. "Gender-generation characteristic in relation to the customer behavior and purchasing process in terms of mobile marketing," Oeconomia Copernicana, Institute of Economic Research, vol. 13(1), pages 181-223, March.
    3. Kumar, Prashant & Utkarsh,, 2023. "Effects of in-store information quality and store credibility on consumer engagement in green retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    4. Dirsehan, Taşkın & Kurtuluş, Sema, 2018. "Measuring brand image using a cognitive approach: Representing brands as a network in the Turkish airline industry," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 85-93.
    5. Maggioni, Isabella & Sands, Sean & Kachouie, Reza & Tsarenko, Yelena, 2019. "Shopping for well-being: The role of consumer decision-making styles," Journal of Business Research, Elsevier, vol. 105(C), pages 21-32.
    6. Ho, Hillbun & Tien, Keng-Ming (Terence) & Wu, Anne & Singh, Sonika, 2021. "A sequence analysis approach to segmenting credit card customers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    7. Victor Ye. Kovalev & Kseniya V. Novikova & Ekaterina A. Antineskul, 2022. "Efficiency of customer loyalty programmes in the food retail industry," Journal of New Economy, Ural State University of Economics, vol. 23(4), pages 121-136, January.
    8. repec:thr:techub:10022:y:2021:i:1:p:676-699 is not listed on IDEAS
    9. Ulrich Jürgens, 2023. "Does Food Shopping Behaviour Determine Food Waste Vulnerability in Private Households? Quantitative Analysis on Case Studies from Germany," Sustainability, MDPI, vol. 15(6), pages 1-26, March.
    10. De Silva Kanakaratne, Maheshan & Bray, Jeffery & Robson, Julie, 2020. "The influence of national culture and industry structure on grocery retail customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    11. Daha Tijjani Abdurrahaman & Acheampong Owusu & Akeem Soladoye Bakare & Adeyanju Apejoye & Muhammad Muhsin Ibrahim & Tijjani Habibu Ahmad, 2021. "Assessing the effects of Celebrity Endorsements of Political Parties: An empirical study of Nigerian 2019 Presidential Elections," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 676-699, August.
    12. Sands, Sean & Maggioni, Isabella & Ferraro, Carla & Jebarajakirthy, Charles & Dharmesti, Maria, 2019. "The vice and virtue of on-the-go consumption: An exploratory segmentation," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 399-408.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. El Hedhli, Kamel & Zourrig, Haithem & Park, Jeongsoo, 2017. "Image transfer from malls to stores and its influence on shopping values and mall patronage: The role of self-congruity," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 208-218.
    2. Mencarelli, Rémi & Lombart, Cindy, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 12-21.
    3. Al-Kilani, Shaymaa & El Hedhli, Kamel, 2021. "How do restaurant atmospherics influence restaurant authenticity? An integrative framework and empirical evidence," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    4. Massicotte, Marie-Claude & Michon, Richard & Chebat, Jean-Charles & Joseph Sirgy, M. & Borges, Adilson, 2011. "Effects of mall atmosphere on mall evaluation: Teenage versus adult shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 74-80.
    5. Breazeale, Michael & Ponder, Nicole, 2013. "Get the picture? Visual servicescapes and self-image congruity," Journal of Business Research, Elsevier, vol. 66(7), pages 839-846.
    6. Rabbanee, Fazlul K. & Ramaseshan, B. & Wu, Chen & Vinden, Amy, 2012. "Effects of store loyalty on shopping mall loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 271-278.
    7. Fazal e Hasan, Syed & Lings, Ian & Neale, Larry & Mortimer, Gary, 2014. "The role of customer gratitude in making relationship marketing investments successful," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 788-796.
    8. Beichen Liang, 2022. "How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation," Italian Journal of Marketing, Springer, vol. 2022(2), pages 203-231, June.
    9. Francioni, Barbara & Savelli, Elisabetta & Cioppi, Marco, 2018. "Store satisfaction and store loyalty: The moderating role of store atmosphere," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 333-341.
    10. Elisa Martinelli & Donata Tania Vergura, 2015. "Le componenti della fedelt? all?insegna nel retail grocery: un modello multidimensionale," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(2), pages 45-65.
    11. Silva, Graça Miranda & Gonçalves, Helena Martins, 2016. "Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers," Journal of Business Research, Elsevier, vol. 69(11), pages 5512-5518.
    12. Cambra-Fierro, Jesús & Pérez, Lourdes & Grott, Emily, 2017. "“Towards a co-creation framework in the retail banking services industry: Do demographics influence?â€," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 219-228.
    13. Jaiswal, Anand K. & Niraj, Rakesh & Park, Chang Hee & Agarwal, Manoj K., 2018. "The effect of relationship and transactional characteristics on customer retention in emerging online markets," Journal of Business Research, Elsevier, vol. 92(C), pages 25-35.
    14. Vilnai-Yavetz, Iris & Gilboa, Shaked & Mitchell, Vince, 2021. "Experiencing atmospherics: The moderating effect of mall experiences on the impact of individual store atmospherics on spending behavior and mall loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    15. Rémi Mencarelli & Carole Lombart, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Post-Print hal-01592035, HAL.
    16. 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.
    17. Coelho do Vale, Rita & Verga Matos, Pedro & Caiado, Jorge, 2016. "The impact of private labels on consumer store loyalty: An integrative perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 179-188.
    18. El-Adly, Mohammed Ismail & Eid, Riyad, 2016. "An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 217-227.
    19. Petruzzellis, Luca & Fronzetti Colladon, Andrea & Visentin, Marco & Chebat, Jean-Charles, 2021. "Tell me a story about yourself: The words of shopping experience and self-satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    20. Baumann, Chris & Hoadley, Susan & Hamin, Hamin & Nugraha, Albert, 2017. "Competitiveness vis-Ã -vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 62-74.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:33:y:2016:i:c:p:120-126. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.