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From retail innovation and image to loyalty: moderating effects of product type

Author

Listed:
  • Beatriz Moliner-Velázquez

    (University of Valencia)

  • Maria Fuentes-Blasco

    (Pablo de Olavide University)

  • David Servera-Francés

    (Catholic University of Valencia)

  • Irene Gil-Saura

    (University of Valencia)

Abstract

This study aims to analyse value–satisfaction–loyalty relationships in retailing by examining the contribution of image and innovation and understanding value as a multidimensional construct. Furthermore, to identify possible differences in these relationships the moderating effect of the type of product marketed in the store is examined. On a sample of 820 customers from four types of stores, SEM methodology and multigroup analysis were applied. The results confirm that image has more influence than innovation on the dimensions of value and that entertainment and excellence are the main antecedents of satisfaction. Some relationships have also been found in which the type of product marketed in the store has a moderating effect.

Suggested Citation

  • Beatriz Moliner-Velázquez & Maria Fuentes-Blasco & David Servera-Francés & Irene Gil-Saura, 2019. "From retail innovation and image to loyalty: moderating effects of product type," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 199-224, March.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:1:d:10.1007_s11628-018-0378-5
    DOI: 10.1007/s11628-018-0378-5
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    7. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.

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