IDEAS home Printed from https://ideas.repec.org/a/ibn/ijmsjn/v11y2020i2p64.html
   My bibliography  Save this article

Does Customer-Based Reputation Lead Customers Not to Switch? Examining Moderating Influences in Hypermarkets

Author

Listed:
  • Hao-Te Lu
  • Yi-Chou Wang

Abstract

Accumulating evidence underscores the importance of business reputation. Therefore, understanding the impact of reputation on customers is important and requires additional research. In this article, we attempted to understand the impact of customer-based reputation (CBR) on customers’ repatronage intentions across three hypermarkets of different sizes. We used switching inducement as a moderating variable to examine whether the relationship between CBR and repatronage intentions was moderated by inducements to switch. Inperson questionnaires/surveys were administered to a convenience sample to collect data from three different hypermarkets. In total, 1,099 questionnaires were collected and sorted for analysis. The results indicated that CBR had a significant positive effect on repatronage intentions in all three hypermarkets. On the other hand, a moderating effect was significant for only the smaller hypermarket, whereas there was no significantly interaction when large, multinational branded hypermarkets were considered.

Suggested Citation

  • Hao-Te Lu & Yi-Chou Wang, 2020. "Does Customer-Based Reputation Lead Customers Not to Switch? Examining Moderating Influences in Hypermarkets," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(2), pages 1-64, March.
    • Handle: RePEc:ibn:ijmsjn:v:11:y:2020:i:2:p:64
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/download/0/0/39529/40410
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/0/39529
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Evanschitzky, Heiner & Iyer, Gopalkrishnan R. & Plassmann, Hilke & Niessing, Joerg & Meffert, Heribert, 2006. "The relative strength of affective commitment in securing loyalty in service relationships," Journal of Business Research, Elsevier, vol. 59(12), pages 1207-1213, November.
    2. Mehdi Taghian & Clare D’Souza & Michael Polonsky, 2015. "A stakeholder approach to corporate social responsibility, reputation and business performance," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 11(2), pages 340-363, June.
    3. Jai-Beom Kim & Chong Ju Choi, 2003. "Reputation and product tampering in service industries," The Service Industries Journal, Taylor & Francis Journals, vol. 23(4), pages 3-11, September.
    Full references (including those not matched with items on IDEAS)

    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. Vishwas Maheshwari & George Lodorfos & Siril Jacobsen, 2014. "Determinants of Brand Loyalty: A Study of the Experience-Commitment-Loyalty Constructs," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 5(6), pages 13-23, November.
    2. Veronica Devenin & Constanza Bianchi, 2018. "Soccer fields? What for? Effectiveness of corporate social responsibility initiatives in the mining industry," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(5), pages 866-879, September.
    3. Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
    4. Kee-Young Kwahk & Byoungsoo Kim, 2017. "Effects of social media on consumers’ purchase decisions: evidence from Taobao," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 803-829, December.
    5. Jaiswal, A. K. & Niraj, Rakesh, 2007. "Examining the Nonlinear Effects in Satisfaction-Loyalty-Behavioral Intentions Model," IIMA Working Papers WP2007-11-01, Indian Institute of Management Ahmedabad, Research and Publication Department.
    6. Muflih, Muhammad, 2021. "The link between corporate social responsibility and customer loyalty: Empirical evidence from the Islamic banking industry," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    7. Kral Pavol & Janoskova Katarina & Lazaroiu George & Suler Petr, 2020. "Impact of Selected Socio-Demographic Characteristics on Branded Product Preference in Consumer Markets," Management & Marketing, Sciendo, vol. 15(4), pages 570-586, December.
    8. Khan, Imran & Hollebeek, Linda D. & Fatma, Mobin & Islam, Jamid Ul & Riivits-Arkonsuo, Iivi, 2020. "Customer experience and commitment in retailing: Does customer age matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    9. Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina, 2017. "The effects of perceived value on loyalty: the moderating effect of market orientation adoption," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 93-116, March.
    10. Singh, Jaywant & Shukla, Paurav & Schlegelmilch, Bodo B., 2022. "Desire, need, and obligation: Examining commitment to luxury brands in emerging markets," International Business Review, Elsevier, vol. 31(3).
    11. Zhenzhen Qin & Yao Song & Yao Tian, 2019. "The Impact of Product Design with Traditional Cultural Properties (TCPs) on Consumer Behavior Through Cultural Perceptions: Evidence from the Young Chinese Generation," Sustainability, MDPI, vol. 11(2), pages 1-17, January.
    12. Yating Tian & Qeis Kamran, 2021. "A Review of Antecedents and Effects of Loyalty on Food Retailers toward Sustainability," Sustainability, MDPI, vol. 13(23), pages 1-18, December.
    13. Sue Ling Lai & Hiep-Hung Pham & Hong-Kong To Nguyen & The-Cuong Nguyen & Anh-Vinh Le, 2019. "Toward Sustainable Overseas Mobility of Vietnamese Students: Understanding Determinants of Attitudinal and Behavioral Loyalty in Students of Higher Education," Sustainability, MDPI, vol. 11(2), pages 1-17, January.
    14. Shih-Ping Jeng, 2008. "Effects of corporate reputations, relationships and competing suppliers' marketing programmes on customers' cross-buying intentions," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 15-26, January.
    15. Paraskevi (Evi) Dekoulou & Anna Anastasopoulou & Panagiotis Trivellas, 2023. "Employee Performance Implications of CSR for Organizational Resilience in the Banking Industry: The Mediation Role of Psychological Empowerment," Sustainability, MDPI, vol. 15(15), pages 1-20, August.
    16. Sergio Andres Osuna Ramirez & Cleopatra Veloutsou & Anna Morgan-Thomas, 2017. "A Systematic Literature Review of Brand Commitment: Definitions, Perspectives and Dimensions," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 3(3), pages 305-332, July.
    17. Sharma, Kavita & Licsandru, Tana Cristina & Gupta, Suraksha & Aggarwal, Swati & Kanungo, Rama, 2020. "An investigation into corporate trust and its linkages," Journal of Business Research, Elsevier, vol. 117(C), pages 806-824.
    18. Fotiadis, Anestis & Williams, Russell Blair, 2017. "“TiCoSa” a 3d matrix conceptual model to investigate visitors’ perceptions in an athletic event," MPRA Paper 90638, University Library of Munich, Germany, revised 17 Apr 2017.
    19. Zarzycka Ewelina & Krasodomska Joanna & Dobija Dorota, 2021. "Stakeholder Engagement in Corporate Social Practices and Non-Financial Disclosures: A Systematic Literature Review," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 29(1), pages 112-135, March.
    20. 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.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    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:ibn:ijmsjn:v:11:y:2020:i:2:p:64. 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: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    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.