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Investments In Consumer Relationships - A Critical Reassessment And Model Extension

  • Odekerken- Schröder,Gaby
  • Wulf,Kristof,de
  • Kenhove,Patrick,van

    (METEOR)

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    This study is a critical reassessment and extension of De Wulf, Odekerken-Schröder, and Iacobucci’s (2001) framework investigating retail investments in consumer relationships. Their initial model relates four types of relationship marketing efforts to perceived relationship investment, in turn influencing relationship quality and ultimately behavioral loyalty. Based upon signaling theory, we extend this model by introducing product and service efforts as additional antecedents. Moreover, in contrast to the use of self-reported measures in the initial model, we apply customer database information in order to measure the construct of behavioral loyalty. Based upon 187 consumers reporting on their relationship with a Belgian apparel retailer, the SEM results provide guidelines for retailers how to increase the quality of their relationships with consumers by strengthening consumers’ perceptions of relationship investment.

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    File URL: http://digitalarchive.maastrichtuniversity.nl/fedora/objects/guid:78177691-66d7-47a2-bf32-4ab02c594c0f/datastreams/ASSET1/content
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    Paper provided by Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR) in its series Research Memorandum with number 077.

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    Date of creation: 2002
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    Handle: RePEc:unm:umamet:2002077
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    1. Bejou, David & Wray, Barry & Ingram, Thomas N., 1996. "Determinants of relationship quality: An artificial neural network analysis," Journal of Business Research, Elsevier, vol. 36(2), pages 137-143, June.
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. Yoo, Changjo & Park, Jonghee & MacInnis, Deborah J., 1998. "Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude," Journal of Business Research, Elsevier, vol. 42(3), pages 253-263, July.
    4. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
    5. Hildebrandt, Lutz, 1987. "Consumer retail satisfaction in rural areas: A reanalysis of survey data," Journal of Economic Psychology, Elsevier, vol. 8(1), pages 19-42, March.
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