IDEAS home Printed from https://ideas.repec.org/a/aes/amfeco/v39y2015i17p536.html
   My bibliography  Save this article

The relationship among image, satisfaction and loyalty – innovative factor of competitiveness for shopping centers

Author

Listed:
  • Ioana-Nicoleta Abrudan

    (The Bucharest University of Economic Studies)

  • Ioan Plaias

    (The Bucharest University of Economic Studies)

  • Dan-Cristian Dabija

    (The Bucharest University of Economic Studies)

Abstract

Currently, most markets are characterized by high competition among shopping centers. Under these circumstances, the evolution in the competitiveness and performance of the centers is increasingly linked to the success in the innovation of current activities, which is aimed at improving their image and increasing customer satisfaction and loyalty. The purpose of the present research is to study the influence of innovation activities through the image components on behavioural loyalty, mediated by satisfaction (affective loyalty) and conative loyalty. The authors aim to investigate, using a questionnaire survey among the customers of Cluj-Napoca shopping centers, the relationship among the components of image and satisfaction and the various types of loyalty. The conclusions of the structural equations modelling reveal that most components of the image (assortment, price, loyalty policy, décor, service and communication) directly and positively influence satisfaction, and that satisfaction and conative loyalty mediate the relationship between image and behavioural loyalty. The results reveal important managerial implications from the point of view of innovative actions of shopping centers, which can contribute to attracting and keeping customers, these contributing not only to creating loyal patrons, but also to increasing their competitiveness and to achieving better positioning.

Suggested Citation

  • Ioana-Nicoleta Abrudan & Ioan Plaias & Dan-Cristian Dabija, 2015. "The relationship among image, satisfaction and loyalty – innovative factor of competitiveness for shopping centers," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 536-536, May.
    • Handle: RePEc:aes:amfeco:v:39:y:2015:i:17:p:536
    as

    Download full text from publisher

    File URL: http://www.amfiteatrueconomic.ro/temp/Article_2408.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Wong, Amy & Dean, Alison, 2009. "Enhancing value for Chinese shoppers: The contribution of store and customer characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 16(2), pages 123-134.
    2. Sorescu, Alina & Frambach, Ruud T. & Singh, Jagdip & Rangaswamy, Arvind & Bridges, Cheryl, 2011. "Innovations in Retail Business Models," Journal of Retailing, Elsevier, vol. 87(S1), pages 3-16.
    3. Russell-Bennett, Rebekah & McColl-Kennedy, Janet R. & Coote, Leonard V., 2007. "Involvement, satisfaction, and brand loyalty in a small business services setting," Journal of Business Research, Elsevier, vol. 60(12), pages 1253-1260, December.
    4. Vasile Dinu, 2010. "The Need for Consumers’ Protection," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 12(28), pages 262-264, June.
    5. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
    6. Finn, Adam & Louviere, Jordan J., 1996. "Shopping center image, consideration, and choice: Anchor store contribution," Journal of Business Research, Elsevier, vol. 35(3), pages 241-251, 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. Ioana Nicoleta ABRUDAN Author- Workplace-Name: BabeÈ™-Bolyai University, 400091, Romania, 2016. "Gender And Shopping Behavior Outcomes In The Context Of Shopping Centers," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 5(Special I), pages 1-11, august.
    2. TUNÇ, Tarkan, 2022. "The Impact Of Marketing Innovation On Customer Loyalty: The Mediati̇ng Role Of Brand Image And Customer Satisfaction (A Case Study In Chemical Industry)," Academic Review of Humanities and Social Sciences, Bursa Teknik Üniversitesi, vol. 5(2), pages 130-155.
    3. Ioana Nicoleta Abrudan, 2016. "Influence Factors For Store Format Choice In The Apparel And Footwear Market," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 79-90, May.

    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. Jaiswal, Anand K. & Niraj, Rakesh & Park, Chang Hee & Agarwal, Manoj K., 2018. "The effect of relationship and transactional characteristics on customer retention in emerging online markets," Journal of Business Research, Elsevier, vol. 92(C), pages 25-35.
    2. Elisa Martinelli & Donata Tania Vergura, 2015. "Le componenti della fedelt? all?insegna nel retail grocery: un modello multidimensionale," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(2), pages 45-65.
    3. Izogo, Ernest Emeka, 2015. "Determinants of attitudinal loyalty in Nigerian telecom service sector: Does commitment play a mediating role?," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 107-117.
    4. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    5. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
    6. Carlos Lourenco & Els Gijsbrechts, 2022. "Details and Big Pictures: Consumer Use of Actual Prices and Price Images When Choosing a Store," Working Papers Department of Economics 2022/02, ISEG - Lisbon School of Economics and Management, Department of Economics, Universidade de Lisboa.
    7. Christoph Teller & Jennifer A. Thomson, 2011. "Gender differences of shoppers in the marketing and management of retail agglomerations," The Service Industries Journal, Taylor & Francis Journals, vol. 32(6), pages 961-980, January.
    8. Badrinarayanan, Vishag & Becerra, Enrique P., 2019. "Antecedents and consequences of shoppers' attitude toward branded store-within-stores: An exploratory framework," Journal of Business Research, Elsevier, vol. 105(C), pages 189-200.
    9. Silva, Graça Miranda & Gonçalves, Helena Martins, 2016. "Causal recipes for customer loyalty to travel agencies: Differences between online and offline customers," Journal of Business Research, Elsevier, vol. 69(11), pages 5512-5518.
    10. Teller, Christoph & Kotzab, Herbert & Grant, David B., 2012. "The relevance of shopper logistics for consumers of store-based retail formats," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 59-66.
    11. Olson, Erik L., 2022. "‘Sustainable’ marketing mixes and the paradoxical consequences of good intentions," Journal of Business Research, Elsevier, vol. 150(C), pages 389-398.
    12. El Hedhli, Kamel & Chebat, Jean-Charles, 2009. "Developing and validating a psychometric shopper-based mall equity measure," Journal of Business Research, Elsevier, vol. 62(6), pages 581-587, June.
    13. Casidy, Riza & Wymer, Walter, 2016. "A risk worth taking: Perceived risk as moderator of satisfaction, loyalty, and willingness-to-pay premium price," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 189-197.
    14. Sands, Sean & Oppewal, Harmen & Beverland, Michael, 2009. "The effects of in-store themed events on consumer store choice decisions," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 386-395.
    15. Albors-Garrigos, Jose, 2020. "Barriers and enablers for innovation in the retail sector: Co-innovating with the customer. A case study in grocery retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    16. Radojko LUKIÆ, 2013. "Sustainable Cost Management in Retail," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 14(2), pages 268-280, May.
    17. Willems, Kim & Smolders, Annelien & Brengman, Malaika & Luyten, Kris & Schöning, Johannes, 2017. "The path-to-purchase is paved with digital opportunities: An inventory of shopper-oriented retail technologies," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 228-242.
    18. Teller, Christoph & Reutterer, Thomas, 2008. "The evolving concept of retail attractiveness: What makes retail agglomerations attractive when customers shop at them?," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 127-143.
    19. Daniel Martínez-Cevallos & Alejandra Proaño-Grijalva & Mario Alguacil & Daniel Duclos-Bastías & David Parra-Camacho, 2020. "Segmentation of Participants in a Sports Event Using Cluster Analysis," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
    20. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.

    More about this item

    Keywords

    consumer satisfaction; cognitive; affective; conative and behavioural loyalty; image; retail; shopping centers; innovation; competitiveness;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - 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:aes:amfeco:v:39:y:2015:i:17:p:536. 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: Valentin Dumitru (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.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.