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Does customer sex influence the relationship between perceived quality and share of wallet?

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  • Babakus, Emin
  • Yavas, Ugur

Abstract

This study examines the within and between sex differences on the relative importances of merchandise quality and interaction quality as drivers of behavioral loyalty (share of wallet). A sample of customers of a national retail chain serves as the study setting. The results indicate that for female customers, interaction quality and merchandise quality have equally strong total influence on share of wallet. For male customers, the total effect of merchandise quality on share of wallet is significantly stronger than the total effect of interaction quality. Across sex comparisons reveal that the total effect of interaction quality on share of wallet is stronger for female customers. However, merchandise quality exerts a stronger total influence on share of wallet for male customers. Implications of the results are discussed and avenues for future research are offered.

Suggested Citation

  • Babakus, Emin & Yavas, Ugur, 2008. "Does customer sex influence the relationship between perceived quality and share of wallet?," Journal of Business Research, Elsevier, vol. 61(9), pages 974-981, September.
    • Handle: RePEc:eee:jbrese:v:61:y:2008:i:9:p:974-981
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    Cited by:

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    4. Shuk-Ching Liu & Tsan-Ming Choi & Raymond Au & Chi-Leung Hui, 2011. "Individual Tourists from the Chinese Mainland to Hong Kong: Implications for Tourism Marketing in Fashion," Tourism Economics, , vol. 17(6), pages 1287-1309, December.
    5. Babin, Barry J. & Griffin, Mitch & Borges, Adilson & Boles, James S., 2013. "Negative emotions, value and relationships: Differences between women and men," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 471-478.
    6. Enav, Friedmann & Daphna, Brueller, 2018. "Is stereotypical gender targeting effective for increasing service choice?," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 35-44.
    7. Helgesen, Øyvind & Ivar Håvold, Jon & Nesset, Erik, 2010. "Impacts of store and chain images on the “quality–satisfaction–loyalty process†in petrol retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 109-118.
    8. Joan B. Garau-Vadell & María D. De-Juan-Vigaray, 2017. "International residential tourist shopping styles," Tourism Economics, , vol. 23(3), pages 485-505, May.
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