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Store satisfaction and store loyalty: The moderating role of store atmosphere

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  • Francioni, Barbara
  • Savelli, Elisabetta
  • Cioppi, Marco

Abstract

•This paper mainly examines the effect of store satisfaction and store atmosphere on loyalty in a longitudinal way.•Findings based on panel data analysis of 623 individuals are presented.•The moderating role of store atmosphere is established, because an increasing value of SATM reduces the impact of SS on SL.•The results provide useful implications for retail managers aimed at improving store loyalty.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:joreco:v:43:y:2018:i:c:p:333-341
    DOI: 10.1016/j.jretconser.2018.05.005
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    3. Rokonuzzaman, Md & Harun, Ahasan & Al-Emran, Md & Prybutok, Victor R., 2020. "An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    4. Ivana Pavlić & Katija Vojvodić & Barbara Puh, 2020. "Consumer Segmentation in Food Retailing in Croatia: A Latent Class Analysis," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 32(SI), pages 9-29.
    5. Junbin Wang, 2022. "In‐store service decisions under consumer disappointment aversion," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(3), pages 681-695, April.
    6. Shuvam Chatterjee & Pawel Bryla, 2023. "Mapping consumers’ semi-conscious decisions with the use of ZMET in a retail market setup," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 50(2), pages 221-232, June.
    7. Basu, Rituparna & Paul, Justin & Singh, Kandarp, 2022. "Visual merchandising and store atmospherics: An integrated review and future research directions," Journal of Business Research, Elsevier, vol. 151(C), pages 397-408.
    8. Elmashhara, Maher Georges & Soares, Ana Maria, 2022. "Linking atmospherics to shopping outcomes: The role of the desire to stay," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    9. Mertens, Willem & Recker, Jan, 2020. "How store managers can empower their teams to engage in constructive deviance: Theory development through a multiple case study," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    10. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

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