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An empirical study of retailing loyalty in the stone industry

Author

Listed:
  • Phuong V. Nguyen
  • Hoang M.P.T. Le
  • Thao D.D. Bui

Abstract

This paper aims to investigate how relationship quality can drive business partner's word-of-mouth communication and loyalty in the business-to-business context. Furthermore, how cooperation and interrelation between suppliers and retailers in the construction industry would achieve sustainable competitive advantages. Finally, the problems accompanied with relationship quality affecting long-term development and preservation of business connections between retailers and main suppliers. This paper uses the PLS-SEM approach to analyse a data collection of 340 respondents, who represent retailers selling granite and construction materials in Ho Chi Minh City, Vietnam. The research finds some notable results: product quality is an important determinant, which has a strong impact on satisfaction, commitment, trust and loyalty. Besides, the result also supports that the higher the level of loyalty, the better effective the marketing channel from word-of-mouth is. Managerial implications are also recommended for managers to establish strategies to maintain and develop the relationships with their retailers.

Suggested Citation

  • Phuong V. Nguyen & Hoang M.P.T. Le & Thao D.D. Bui, 2020. "An empirical study of retailing loyalty in the stone industry," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 22(2), pages 157-180.
  • Handle: RePEc:ids:ijbire:v:22:y:2020:i:2:p:157-180
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    Cited by:

    1. Hwang, Syjung & Lee, Minyoung & Park, Eunil & del Pobil, Angel P., 2021. "Determinants of customer brand loyalty in the retail industry: A comparison between national and private brands in South Korea," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).

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