IDEAS home Printed from https://ideas.repec.org/p/rug/rugwps/03-168.html
   My bibliography  Save this paper

Does Attitudinal Commitment to Stores Always Lead to Behavioral Loyalty? The Moderating Effect of Age

Author

Listed:
  • P. VAN KENHOVE
  • K. DE WULF
  • D. VAN DEN POELT

Abstract

Assuming a positive relationship between two outcomes of relationship marketing - affective commitment and behavioral loyalty, the question arises whether this relationship holds for all consumers. This paper analyzes the moderating role of age on the relationship between affective commitment and behavioral loyalty. The study does not rely on a single measurement tool, but is based on panel data collected over eight months and two different mail surveys of 301 Belgian households. Information was gathered about their behavioral loyalty, affective commitment towards shoe stores or perfume stores, their ages and different measures of individual difference variables. The results from our analysis show that age moderates the relationship between affective commitment to a store and behavioral loyalty. For young respondents no significant relationship was found between affective commitment and behavioral loyalty. For older respondents, this relationship is significant and positive. The moderating role of age may be explained by its negative correlation with exploratory purchasing behavior, tendency to seek change, innovativeness and risk aversion and the variables’ positive relationship with spontaneous buying behavior.

Suggested Citation

  • P. Van Kenhove & K. De Wulf & D. Van Den Poelt, 2003. "Does Attitudinal Commitment to Stores Always Lead to Behavioral Loyalty? The Moderating Effect of Age," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/168, Ghent University, Faculty of Economics and Business Administration.
    • Handle: RePEc:rug:rugwps:03/168
    as

    Download full text from publisher

    File URL: http://wps-feb.ugent.be/Papers/wp_03_168.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bloemer, JoseM. M. & Kasper, Hans D. P., 1995. "The complex relationship between consumer satisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 16(2), pages 311-329, July.
    2. Sheth, Jagdish N. & Parvatiyar, Atul, 1995. "The evolution of relationship marketing," International Business Review, Elsevier, vol. 4(4), pages 397-418.
    3. Yoon, Carolyn, 1997. "Age Differences in Consumers' Processing Strategies: An Investigation of Moderating Influences," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(3), pages 329-342, December.
    4. Fournier, Susan, 1998. "Consumers and Their Brands: Developing Relationship Theory in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(4), pages 343-373, March.
    5. Wilkes, Robert E, 1992. "A Structural Modeling Approach to the Measurement and Meaning of Cognitive Age," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 292-301, September.
    6. Cole, Catherine A & Balasubramanian, Siva K, 1993. "Age Differences in Consumers' Search for Information: Public Policy Implications," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 157-169, June.
    7. Rook, Dennis W & Fisher, Robert J, 1995. "Normative Influences on Impulsive Buying Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 22(3), pages 305-313, December.
    8. N. Sheth, Jagdish & Parvatiyar, Atul, 1995. "Relationship marketing," International Business Review, Elsevier, vol. 4(4), pages 391-396.
    9. Geyskens, I. & Steenkamp, J.E.B.M. & Scheer, L.K. & Kumar, N., 1996. "The effects of trust and interdependence on relationship commitment : A trans-Atlantic study," Other publications TiSEM ef7c8d6c-963d-4ee7-8576-9, Tilburg University, School of Economics and Management.
    10. Gruen, Thomas W., 1995. "The outcome set of relationship marketing in consumer markets," International Business Review, Elsevier, vol. 4(4), pages 447-469.
    11. Arnold, Stephen J. & Handelman, Jay & Tigert, Douglas J., 1996. "Organizational legitimacy and retail store patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 229-239, March.
    12. Babin, Barry J. & Darden, William R., 1996. "Good and bad shopping vibes: Spending and patronage satisfaction," Journal of Business Research, Elsevier, vol. 35(3), pages 201-206, March.
    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. Baltas, George & Argouslidis, Paraskevas C. & Skarmeas, Dionysis, 2010. "The Role of Customer Factors in Multiple Store Patronage: A Cost–Benefit Approach," Journal of Retailing, Elsevier, vol. 86(1), pages 37-50.
    2. D. Van den Poel, 2003. "Predicting Mail-Order Repeat Buying. Which Variables Matter?," Review of Business and Economic Literature, KU Leuven, Faculty of Economics and Business (FEB), Review of Business and Economic Literature, vol. 0(3), pages 371-404.

    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. S. Steenhaut & P. Van Kenhove, 2003. "Consumers’ Reactions to “Receiving Too Much Change at the Checkout”," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/186, Ghent University, Faculty of Economics and Business Administration.
    2. Kristof De Wulf & Patrick Van Kenhove & Sarah Steenhaut, 2003. "The relationship between consumers unethical behavior and customer loyalty in a retail environment," Vlerick Leuven Gent Management School Working Paper Series 2003-17, Vlerick Leuven Gent Management School.
    3. LAURENT, Gilles & LAMBERT-PANDRAUD, Raphaelle, 2002. "Age-induced decision shrinkage, another avenue to repeat purchase: the example of new automobiles," HEC Research Papers Series 748, HEC Paris.
    4. Pierre Volle & Aïda Mimouni, 2003. "Bénéfices perçus de la fidélisation et qualité relationnelle : une application exploratoire au secteur du transport aérien," Post-Print halshs-00164836, HAL.
    5. Robert Zniva & Wolfgang Weitzl, 2016. "It’s not how old you are but how you are old: A review on aging and consumer behavior," Management Review Quarterly, Springer, vol. 66(4), pages 267-297, December.
    6. Odekerken-Schroder, Gaby & De Wulf, Kristof & Schumacher, Patrick, 2003. "Strengthening outcomes of retailer-consumer relationships: The dual impact of relationship marketing tactics and consumer personality," Journal of Business Research, Elsevier, vol. 56(3), pages 177-190, March.
    7. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    8. Ainsworth, Jeremy & Foster, Jamye, 2017. "Comfort in brick and mortar shopping experiences: Examining antecedents and consequences of comfortable retail experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 27-35.
    9. Minami, Chieko & Dawson, John, 2008. "The CRM process in retail and service sector firms in Japan: Loyalty development and financial return," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 375-385.
    10. Mandl, Leonhard & Hogreve, Jens, 2020. "Buffering effects of brand community identification in service failures: The role of customer citizenship behaviors," Journal of Business Research, Elsevier, vol. 107(C), pages 130-137.
    11. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
    12. Carmen Lages & Cristiana Raquel Lages & Luis Filipe Lages, 2004. "The relqual scale: a measure of relationship quality in export market ventures," Nova SBE Working Paper Series wp447, Universidade Nova de Lisboa, Nova School of Business and Economics.
    13. Maria Cristiana MARTINI & Giovanna GALLI & Marcello TEDESCHI, 2018. "Brand Extension Acceptability in Food and Beverage Product Categories," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 166-175, November.
    14. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    15. 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.
    16. Slaton, Kelcie & Testa, Danielle & Bakhshian, Sonia & Fiore, Ann Marie, 2020. "The small, inventory free retail format: The impact on consumer-based brand equity and purchase behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    17. Lara Stocchi & Naser Pourazad & Nina Michaelidou & Arry Tanusondjaja & Paul Harrigan, 2022. "Marketing research on Mobile apps: past, present and future," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 195-225, March.
    18. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.
    19. Balakrishnan, Janarthanan & Foroudi, Pantea & Dwivedi, Yogesh K., 2020. "Does online retail coupons and memberships create favourable psychological disposition?," Journal of Business Research, Elsevier, vol. 116(C), pages 229-244.
    20. Sweeney, Jill & Swait, Joffre, 2008. "The effects of brand credibility on customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 179-193.

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:rug:rugwps:03/168. 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: Nathalie Verhaeghe (email available below). General contact details of provider: https://edirc.repec.org/data/ferugbe.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.