This paper investigates the determinants of behavioural loyalty in retailer-consumer relationships. It aims to demonstrate that also relational dimensions play an important role to support loyal behaviours, beyond satisfaction, often advocated as one of the major determinants. The paper presents and tests a conceptual model of the process by which satisfaction and attitudinal loyalty – with commitment and affective loyalty as its antecedents – enhance behavioural loyalty.Results confirm that attitudinal loyalty significantly affects behavioural loyalty and that satisfaction plays a marginal role.

Componenti valutative e comportamentali della fedeltà al punto vendita / Gabrielli, Veronica; Galli, Giovanna; Grappi, Silvia; Martinelli, Elisa. - In: MERCATI E COMPETITIVITÀ. - ISSN 1826-7386. - STAMPA. - 1:(2006), pp. 36-53.

Componenti valutative e comportamentali della fedeltà al punto vendita

GABRIELLI, Veronica;GALLI, Giovanna;GRAPPI, Silvia;MARTINELLI, Elisa
2006

Abstract

This paper investigates the determinants of behavioural loyalty in retailer-consumer relationships. It aims to demonstrate that also relational dimensions play an important role to support loyal behaviours, beyond satisfaction, often advocated as one of the major determinants. The paper presents and tests a conceptual model of the process by which satisfaction and attitudinal loyalty – with commitment and affective loyalty as its antecedents – enhance behavioural loyalty.Results confirm that attitudinal loyalty significantly affects behavioural loyalty and that satisfaction plays a marginal role.
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Componenti valutative e comportamentali della fedeltà al punto vendita / Gabrielli, Veronica; Galli, Giovanna; Grappi, Silvia; Martinelli, Elisa. - In: MERCATI E COMPETITIVITÀ. - ISSN 1826-7386. - STAMPA. - 1:(2006), pp. 36-53.
Gabrielli, Veronica; Galli, Giovanna; Grappi, Silvia; Martinelli, Elisa
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11380/637620
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