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The relationship between retailer app use, perceived shopping value and loyalty: the moderating role of deal proneness

Author

Listed:
  • Michaël Flacandji

    (IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux)

  • Mariana Vlad

    (IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux)

Abstract

Purpose This paper studies the effects of retailer app use on perceived shopping value and loyalty toward the retailer. It also investigates whether deal proneness moderates the relationship between app use and perceived shopping value. Design/methodology/approach: A sample of 427 French consumers took part in an online survey inquiring about a recent shopping experience. The authors compared customers who used a retailer app during their shopping experience with those who did not. Mediation and moderated mediation using PROCESS were performed to identify whether retailer app use improves loyalty intentions through perceived shopping value, with deal proneness used as a moderator. Findings: The results show a positive and direct effect of retailer app use on loyalty. The effect is also mediated by utilitarian and hedonic shopping values. The authors also highlight the fact that deal proneness moderates the mediation effect of both utilitarian and hedonic shopping values between retailer app use and loyalty. More specifically, retail app use significantly increases shopping value for deal-prone customers. Originality/value: In the age of omnichannel retailing, this study offers potential contributions to improve the theoretical knowledge of the impact of retailer apps on retailer–customer relations, helping businesses to develop and implement appropriate app-related strategies.

Suggested Citation

  • Michaël Flacandji & Mariana Vlad, 2022. "The relationship between retailer app use, perceived shopping value and loyalty: the moderating role of deal proneness," Post-Print hal-03725751, HAL.
    • Handle: RePEc:hal:journl:hal-03725751
    DOI: 10.1108/ijrdm-10-2021-0484
    Note: View the original document on HAL open archive server: https://hal.science/hal-03725751
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    Cited by:

    1. Alnawas, Ibrahim & Al Khateeb, Amr & El Hedhli, Kamel, 2023. "The effects of app-related factors on app stickiness: The role of cognitive and emotional app relationship quality," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    2. Aidin Salamzadeh & Pejman Ebrahimi & Maryam Soleimani & Maria Fekete-Farkas, 2022. "Grocery Apps and Consumer Purchase Behavior: Application of Gaussian Mixture Model and Multi-Layer Perceptron Algorithm," JRFM, MDPI, vol. 15(10), pages 1-16, September.

    More about this item

    Keywords

    Deal proneness; Retailer app; App use; Loyalty to the retailer; Perceived shopping value; Omnichannel;
    All these keywords.

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