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How Store Attributes Impact Shoppers’ Loyalty in Emerging Countries : an Investigation in the Indian Retail Sector

Author

Listed:
  • Monica Grosso

    (EM - EMLyon Business School)

  • Sandro Castaldo

    (Bocconi University [Milan, Italy])

  • Anjana Grewal

Abstract

This paper takes a first step towards verifying a loyalty building model in the Indian retail sector. The results show that the intensity of some core loyalty model paths in developed countries, are confirmed within the Indian retail sector. One such path refers to the relationship between store loyalty and its main driver, customer satisfaction. Satisfaction comes mainly from the store environment and the perceived value according to customers, which is influenced by the retailers' product assortment decisions. Surprisingly, promotions don't have an impact on the perceived value, while the perceived value has only a small and negative impact on store loyalty.

Suggested Citation

  • Monica Grosso & Sandro Castaldo & Anjana Grewal, 2018. "How Store Attributes Impact Shoppers’ Loyalty in Emerging Countries : an Investigation in the Indian Retail Sector," Post-Print hal-02312067, HAL.
    • Handle: RePEc:hal:journl:hal-02312067
    DOI: 10.1016/j.jretconser.2017.08.024
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    Citations

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    Cited by:

    1. Katakam, Bharath Shashanka & Bhukya, Ramulu & Bellamkonda, Raja Shekhar & Samala, Nagaraj, 2021. "Longitudinal analysis versus cross-sectional analysis in assessing the factors influencing shoppers’ impulse purchase behavior – Do the store ambience and salesperson interactions really matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    2. Radka Bauerova, 2019. "Online Grocery Shopping Acceptance: The Impact on the Perception of New Technologies and Loyalty in Retailing," Central European Business Review, Prague University of Economics and Business, vol. 2019(3), pages 18-34.
    3. Shaikh, Aijaz A. & Karjaluoto, Heikki & Häkkinen, Juho, 2018. "Understanding moderating effects in increasing share-of-wallet and word-of-mouth: A case study of Lidl grocery retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 45-53.
    4. Swoboda, Bernhard & Winters, Amelie, 2021. "Reciprocity within major retail purchase channels and their effects on overall, offline and online loyalty," Journal of Business Research, Elsevier, vol. 125(C), pages 279-294.
    5. Saha, Subrata & Chatterjee, Debajyoti & Sarkar, Biswajit, 2021. "The ramification of dynamic investment on the promotion and preservation technology for inventory management through a modified flower pollination algorithm," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    6. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.
    7. Sulabh Agarwal & Shekhar Srivastava, 2021. "Customers’ Perception towards CRM Practices in reference to Organized Retail in India," Journal of Social Sciences Advancement, Science Impact Publishers, vol. 2(4), pages 105-112.
    8. Dugar, Anurag & Chamola, Pankaj, 2021. "Retailers with traits of consumer: Exploring the existence and antecedents of brand loyalty in small unorganized retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    9. Wasib Latif, 2022. "Determinants of Hotel Brand Image: A Unified Model of Customer-Based Brand Equity," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 13(1), pages 1-20, January.
    10. Jebarajakirthy, Charles & Das, Manish & Maggioni, Isabella & Sands, Sean & Dharmesti, Maria & Ferraro, Carla, 2021. "Understanding on-the-go consumption: A retail mix perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).

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