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1 – 10 of over 31000
Article
Publication date: 19 June 2009

Paolo Guenzi, Michael D. Johnson and Sandro Castaldo

The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are…

7410

Abstract

Purpose

The purpose of this paper is to develop and test a comprehensive model of customer trust in a retail service setting. Three levels of the customer‐to‐store relationship are simultaneously taken into account: customer to sales associates, customer to store branded products, and customer to the store itself.

Design/methodology/approach

Using partial least square (PLS) on a sample of 393 customers of an Italian supermarket retailer, a model linking customer trust (in the store, in store branded products and in sales associates) to overall perceived value and store loyalty intentions and behaviors is tested. Subsequently an expanded model to determine the influence of managerially controlled antecedent variables (salespeople's trustworthiness, store environment, store assortment, and communications) is estimated on the various trust levels.

Findings

Trust in the salesperson and trust in store branded products have positive effects on overall store trust. Store trust, in turn, increases perceived value and loyalty intentions. Looking at the drivers of the three levels of customer trust, salesperson trustworthiness positively affects only trust in the salesperson. Store environment has a positive impact only on overall trust in the store. Store communication fosters all three levels of customer trust, while store assortment increases both overall trust and trust in store branded products.

Practical implications

Findings of the study suggest an alternative perspective to the dominant strategies in grocery retailing services. To foster store patronage, retailers have typically invested in price cuts, promotions and loyalty schemes. Store managers may rather use sales associates, the store environment, store assortment, store branded products, and communication to foster customer trust and increase customer loyalty. Managing store brands with the goal to build trust, as opposed to increase immediate profit margins, may call for a completely different approach to private labels. Similarly, the potential relevance of interpersonal trust may suggest retailers to devote more resources to selection, recruitment and training of sales associates, and may stimulate changes in evaluation criteria, incentive schemes and reward systems.

Originality/value

The study aims at filling two important gaps in the literature: the scarcity of comprehensive store patronage models and the lack of exploration of the operational means of improving customer trust in retail services.

Details

Journal of Service Management, vol. 20 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 January 2002

Amy Wong and Amrik Sohal

Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on…

13541

Abstract

Attempts to examine the concepts of trust and commitment, on two levels of retail relationships: the salesperson level as well as the store level, and test their impact on relationship quality. Based on a review of the literature, a conceptual model has been developed that links trust and commitment to relationship quality. A number of research hypotheses have been formulated to examine the relationships proposed. The paper presents the model developed and discusses some empirical findings from a survey of 1,261 shoppers in a departmental store setting in Victoria, Australia. In particular, the two levels of relationships (salesperson and store level) are examined from the customer’s perspective, using structural equation modelling (LISREL VIII). Concludes with a discussion of the implications of the study and provides directions for future research.

Details

International Journal of Retail & Distribution Management, vol. 30 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 22 February 2011

Sertan Kabadayi and Dawn Lerman

The purpose of this paper is to investigate the moderating effect of trusting beliefs about a store on country‐of‐origin (COO) effects. The paper suggests that three trusting

6248

Abstract

Purpose

The purpose of this paper is to investigate the moderating effect of trusting beliefs about a store on country‐of‐origin (COO) effects. The paper suggests that three trusting beliefs (ability beliefs, benevolence beliefs and integrity beliefs) about a retail store moderate negative effects of COO on product evaluation and purchase intention. However, under high manufacturer risk conditions, only benevolence beliefs moderate the negative COO effects.

Design/methodology/approach

The toy industry is chosen as the study context. The first three hypotheses are tested with survey data collected from 224 participants. The last hypothesis is tested with data collected from 338 participants. Hierarchical moderated regression was used in the testing of the hypotheses.

Findings

The results show that while only benevolence and integrity beliefs about a store weaken the negative effect of COO on product evaluations, all three trusting beliefs lessen the negative impact of COO on consumers' purchase intentions. However, when manufacturer risk is high, only benevolence beliefs have a significant moderating effect.

Practical implications

The findings show that manufacturers can reverse the negative cycle, or at least minimize their losses, if they choose those retailers that consumers have high trusting beliefs about as their channel members. Similarly, if they can signal that they are benevolent and honest stores, retailers can balance their customers' negative evaluations of products made in certain countries with negative image.

Research limitations/implications

Given the recent product recalls and concerns, the toy industry presents an ideal case to study the effect of trusting beliefs on COO effects. Nonetheless, the focus on a single industry does limit the generalizability of the findings. The authors recommend that future researchers examine these relationships in studies focusing on other product categories.

Originality/value

To the best of authors' knowledge, this is the first study that investigates the impact of individuals' trusting beliefs about a store on COO effects.

Details

International Marketing Review, vol. 28 no. 1
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 30 March 2010

Subhashini Kaul, Arvind Sahay and Abraham Koshy

The purpose of this paper is to examine the role of “initial” store image in a new store. Existing research affords limited explanation of how shopper trust in store is formed…

2384

Abstract

Purpose

The purpose of this paper is to examine the role of “initial” store image in a new store. Existing research affords limited explanation of how shopper trust in store is formed prior to store visits and regarding the impact of “initial” store image on shopper trust and patronage intentions.

Design/methodology/approach

Specifically, this paper operationalizes “trust‐image” of a new store as an antecedent to shopper trust; uses a multidimensional conceptualization for “trust‐image” which is similar to the existing tripartite view of “trustworthiness”; and examines the effect of store visit on perceived salience of trust‐image. The laboratory experiment has four scenarios that manipulate store image as positive/negative, and store visit by a “close friend” who is the source of trust‐image as none/one.

Findings

This is possibly the first empirical evidence supporting the significance of trust‐image in influencing shopper trust and patronage intentions of a new store. Contrary to existing theory, store “dependability” is not really significant for Indian apparel retail consumers at initial stages of store visits.

Research limitations/implications

Further research is needed to examine which image dimensions contribute to formation of trust‐image across different products, age groups, and gender.

Practical implications

Retailers planning a foray into India need to understand that storetrust‐image” needs significant attention for a new store and also that Indian shoppers evaluate stores differently.

Originality/value

While the association between store image and patronage is well known, there is limited knowledge of trust‐image formation in a new store. This paper explodes the existing belief that store dependability is the first stage evaluation by shoppers bringing to light that Indian shoppers are unique in their experience of trust.

Details

International Journal of Retail & Distribution Management, vol. 38 no. 4
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 16 October 2007

Liliana Bove and Betty Mitzifiris

This study sets out to replicate Garbarino and Johnson's paper, where the effects of trust, commitment and satisfaction towards service provider loyalty were examined. However…

4705

Abstract

Purpose

This study sets out to replicate Garbarino and Johnson's paper, where the effects of trust, commitment and satisfaction towards service provider loyalty were examined. However, whereby Garbarino and Johnson tested their model in a relationship prone environment, i.e. a theatre company, this study was set in a retail context where transactional customers are more likely. Personality traits as a means to identify customers who are prone to forming relationships with their service providers were also investigated.

Design/methodology/approach

In total, customers of two fast food independent stores in Melbourne, Australia completed 202 questionnaires.

Findings

The findings in the paper showed that in this transactional context, only trust and commitment had a significant direct effect on store behavioral loyalty. Satisfaction did not offer any unique explanatory power but was a significant predictor of both trust and commitment. Further, trust, commitment and satisfaction all had significant direct effects on store attitudinal loyalty, with satisfaction displaying the strongest effect. There was little evidence to support the claim that certain consumer personality traits are more conducive to relationship formation in this low involvement retail context.

Originality/value

The paper shows that retailers need to be aware that even in a transaction prone retail environment, trust and commitment and not just satisfaction, play a significant role in both store behavioral and attitudinal customer loyalty.

Details

Journal of Services Marketing, vol. 21 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 31 October 2018

Paraskevi P. Sarantidou

This paper aims to explain variations in store brand penetration using trust. It aims to help both retailers and manufacturers predict store brand purchases through an improved…

3552

Abstract

Purpose

This paper aims to explain variations in store brand penetration using trust. It aims to help both retailers and manufacturers predict store brand purchases through an improved understanding of the impact of trust in store brands across 10 different store brand product categories and among nine different grocery retailers.

Design/methodology/approach

Data were collected through a telephone survey of 904 participants responsible for the household grocery shopping with a quota of 100 respondents from each of the nine leading grocery retailers in Greece.

Findings

The findings provide empirical support that store brand purchases are positively influenced by the consumers’ perceived level of trust toward the retailer’s store brands. Results also confirmed variations in store brand penetration across the ten product categories that were tested, variations among the retailers and variations in the level of trust.

Originality/value

This paper is adding to the store brand literature from a quantitative perspective and is contributing to the theory, as there is no clear theoretical view on the effect of trust on store brand purchases.

Propósito

El objetivo de este artículo es explicar las variaciones que se producen en la adopción y penetración de la marca de distribución a partir de la confianza que los consumidores depositan en esta. Con ello se pretende ayudar tanto a los distribuidores como a los fabricantes en la predicción de las compras de marcas de distribución a través del impacto de la confianza en diez categorías de producto distintas y diferentes cadenas de distribución de alimentación.

Diseño/metodología/enfoque

Se recogen datos a través de encuestas telefónicas a una muestra de 904 individuos responsables de la compra de productos de alimentación en el hogar distribuidos equitativamente entre las nueve marcas líderes de distribución alimentaria en Grecia.

Resultados

Los resultados empíricos obtenidos apoyan el planteamiento del trabajo de que las compras de marcas de distribución están influidas positivamente por el nivel de confianza que los consumidores manifiestan hacia las mismas. Los resultados también confirman que la variación en el grado de penetración de las marcas de distribución en las distintas categorías de productos y cadenas de supermercados analizadas viene explicada por las variaciones en los niveles de confianza manifestados.

Originalidad/valor

Este trabajo contribuye a la literatura de las marcas de distribución no sólo en aspectos teóricos sino también empíricos al no existir hasta la fecha un posicionamiento teórico claro sobre el efecto de la confianza en la adquisición de las marcas de distribución.

Details

Spanish Journal of Marketing - ESIC, vol. 22 no. 3
Type: Research Article
ISSN: 2444-9709

Keywords

Article
Publication date: 14 March 2016

Ernest Emeka Izogo, Ike-Elechi Ogba and Kenneth Chukwuma Nwekpa

The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western…

Abstract

Purpose

The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting.

Design/methodology/approach

A quantitative approach was employed, using 19-item, seven-point Likert scaled questionnaire administered to 350 participants with 67 per cent usable response rate. Data was analysed using exploratory factor analysis, Cronbach’s α internal consistency; correlation analysis and One-Way Analysis of Variance test.

Findings

Trust-Quality services emerged as the most outstanding determinant of relationship marketing within the retail stores context followed by relational orientation, commitment and proximity. Quality services were found to have the most significant positive impact on trust whereas trust was found to have a strong positive impact on commitment. Relational orientation was found to have a strong positive impact on trust, commitment and quality services but proximity was found to be a docile factor determining commitment and relational orientation. Finally, consumers were identified as being more relationally oriented than retailers and all categories of consumers can be served with same blend of relationship marketing strategies.

Research limitations/implications

Since findings could not be generalized across other sectors and regions, guides for testing the proposed research model are put forward.

Practical implications

Relationship marketing implementation within the context of retail stores will be more successful if based on delivery of quality services. Consumers are also more likely to patronize closer than distant retail stores. As such, even if retail firms build strong trust, commitment and relational orientation with customers through quality services, consumers will still patronize stores that are closer to them more than stores in distant locations. Siting retail stores in locations with the largest pool of customers’ is therefore central to enhancing retail stores performance. All categories of customers could be served with same stream of relationship marketing strategies because designing different schemes of relationship marketing programmes for different customer categories were found to be counter-productive.

Originality/value

This paper identified 16 attributes that are important to consumers under four dimensions: Trust-Quality services, relational orientation, commitment and proximity within the retail stores context. The findings are acknowledged to be unique because they emerged from a largely under-researched collectivistic emerging market where relationship marketing formation is key.

Details

African Journal of Economic and Management Studies, vol. 7 no. 1
Type: Research Article
ISSN: 2040-0705

Keywords

Article
Publication date: 12 March 2024

Xiaoyong Wei, Anwei Huang, Ruoyi Chen and Jiyue Yang

Retailers have recently leveraged store-loyal customers’ store attachment to maintain customer relationships and motivate patronage intentions. However, the COVID-19 outbreak has…

Abstract

Purpose

Retailers have recently leveraged store-loyal customers’ store attachment to maintain customer relationships and motivate patronage intentions. However, the COVID-19 outbreak has driven customer migration from offline to mobile channels. Mobile retail applications (APPs) have been used by numerous retailers to reach their customers. Nonetheless, it has yet to be determined (1) whether store attachment can facilitate (or impede) the adoption of mobile retail APPs and (2) whether store-loyal customers will continue visiting offline stores in the post-pandemic era. To address these questions, we propose a theoretical account using integrated theories on trust transfer and store attachment.

Design/methodology/approach

We conducted multi-stage, longitudinal field surveys in two cities of mainland China: Beijing and Guangzhou. From two rounds of data collection, 237 and 103 responses were obtained in March 2022. Hypotheses were tested by partial least squares – structural equation modelling (PLS–SEM).

Findings

Results showed that customer trust in an offline retailer can be transferred to the retailer’s mobile APP at the pre-adoption stage, facilitating APP adoption. Notably, store-loyal customers who exhibited a strong attachment to the physical store of a retailer were more inclined to transfer their trust to the mobile APP of the retailer. This occurrence leads to an increased adoption rate, enhanced post-adoption satisfaction and increased inclination to continue (rather than discontinue) usage.

Originality/value

This study is the first to investigate the changes in store-loyal customers' shopping behaviour in the mobile retail era and in the post-COVID-19 pandemic recovery. Our findings elucidate the role of physical store attachment in the trust-transfer mechanism. Furthermore, store attachment may not prevent customers’ channel migration behaviour. Retailers may have to re-consider how to manage channel cannibalisation issues in the post-pandemic recovery.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 4 March 2024

Tri Dang Quan, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Sriparna Basu and Keng-Boon Ooi

The main aim of this study is to examine the effect of virtual store atmospheric factors on impulsive purchasing in the metaverse context.

Abstract

Purpose

The main aim of this study is to examine the effect of virtual store atmospheric factors on impulsive purchasing in the metaverse context.

Design/methodology/approach

Grounded in purposive sampling, 451 individuals with previous metaverse experience were recruited to accomplish the objectives of this research. Next, to identify both linear and nonlinear relationships, the data were analyzed using partial least squares structural equation modeling (PLS-SEM) and artificial neural network (ANN) approaches.

Findings

The findings underscore the significance of the virtual store environment and online trust in shaping impulsive buying behaviors within the metaverse retailing setting. Theoretically, this study elucidates the impact of virtual store atmosphere and trust on impulsive buying within a metaverse retail setting.

Practical implications

From the findings of the study, because of the importance of virtual shop content, practitioners must address its role in impulse purchases via affective online trust. The study’s findings are likely to help retailers strategize and improve their virtual store presentations in the metaverse.

Originality/value

The discovery adds to the understanding of consumer behavior in the metaverse by probing the roles of virtual store atmosphere, online trust and impulsive buying.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 8 March 2013

Sherriff Twing‐Kwong, Luk Gerald Albaum and Lorna Fullgrabe

The purpose of this paper is to examine consumer attitudes and purchase intentions toward three major retail types within China‐department stores, independent specialty stores

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Abstract

Purpose

The purpose of this paper is to examine consumer attitudes and purchase intentions toward three major retail types within China‐department stores, independent specialty stores, and franchising/chain specialty stores. Of particular interest is perceived risk of purchase, the relative importance of frontline sales staff, trust, and the relationships among satisfaction, trust, and customers' commitment to the salesperson.

Design/methodology/approach

Data were obtained by a street intercept personal interview survey from 554 Chinese consumers to test hypotheses about consumer behavior and attitudinal reactions to the three types of retail store formats. Personal interviews were conducted in four urban cities, each in a different region of China. Two measures of trust were studied – affective trust and cognitive trust.

Findings

There was a difference in perceived risk in purchasing from the different types of stores, but the importance of the frontline salesperson's influence on consumers did not differ. Increased satisfaction by consumers with the salesperson leads to a higher level of both cognitive and affective trust. Intention to maintain a relationship with the salesperson is positively related to both types of trust.

Originality/value

This study is the first to examine three major types of retail institutions in China and how trust in retailer salespersons is linked to customer satisfaction.

Details

International Journal of Retail & Distribution Management, vol. 41 no. 3
Type: Research Article
ISSN: 0959-0552

Keywords

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