The theoretical and empirical perspectives suggested in this work are focused on loyalty construct, its dimensions and determinants. Indeed, numerous previous studies on brand-consumer relationship have been focused on loyalty concept, investigating its attitudinal and behavioural components. Customer satisfaction has been identified as a key determinant of loyalty, even though not the only one. In these studies, satisfaction is supposed to be able to preserve relationships with customers and, consequently, to improve loyalty. This kind of studies, however, has hardly ever been referred to the theoretical background suggested by relational marketing. The relational marketing contribution is generally embedded in industrial vertical connections (BtoB). On the contrary this work aims to identify and analyse the relational loyalty components in retailer-consumer dyad. In particular, the study aims to obtain two objectives: the first one is to empirically demonstrate the multidimensional nature of loyalty construct; the second one is to investigate the causal relationship between psychological and behavioural loyalty dimensions.

Attitudinal and behavioural loyalty in a retailing context: some preliminary results / Gabrielli, Veronica; Galli, Giovanna; Grappi, Silvia; Martinelli, Elisa. - ELETTRONICO. - (2005), pp. 1-13. ((Intervento presentato al convegno The 13th International EAERCD Conference on Reserach in the Distributive Trades tenutosi a Lund nel 29 June-1 July 2005.

Attitudinal and behavioural loyalty in a retailing context: some preliminary results

GABRIELLI, Veronica;GALLI, Giovanna;GRAPPI, Silvia;MARTINELLI, Elisa
2005

Abstract

The theoretical and empirical perspectives suggested in this work are focused on loyalty construct, its dimensions and determinants. Indeed, numerous previous studies on brand-consumer relationship have been focused on loyalty concept, investigating its attitudinal and behavioural components. Customer satisfaction has been identified as a key determinant of loyalty, even though not the only one. In these studies, satisfaction is supposed to be able to preserve relationships with customers and, consequently, to improve loyalty. This kind of studies, however, has hardly ever been referred to the theoretical background suggested by relational marketing. The relational marketing contribution is generally embedded in industrial vertical connections (BtoB). On the contrary this work aims to identify and analyse the relational loyalty components in retailer-consumer dyad. In particular, the study aims to obtain two objectives: the first one is to empirically demonstrate the multidimensional nature of loyalty construct; the second one is to investigate the causal relationship between psychological and behavioural loyalty dimensions.
The 13th International EAERCD Conference on Reserach in the Distributive Trades
Lund
29 June-1 July 2005
1
13
Gabrielli, Veronica; Galli, Giovanna; Grappi, Silvia; Martinelli, Elisa
Attitudinal and behavioural loyalty in a retailing context: some preliminary results / Gabrielli, Veronica; Galli, Giovanna; Grappi, Silvia; Martinelli, Elisa. - ELETTRONICO. - (2005), pp. 1-13. ((Intervento presentato al convegno The 13th International EAERCD Conference on Reserach in the Distributive Trades tenutosi a Lund nel 29 June-1 July 2005.
File in questo prodotto:
File Dimensione Formato  
EAERCDC_2005_Gabrielli_Galli_Grappi_Martinelli.pdf

non disponibili

Tipologia: Versione dell'editore (versione pubblicata)
Dimensione 245.2 kB
Formato Adobe PDF
245.2 kB Adobe PDF   Visualizza/Apri   Richiedi una copia
Pubblicazioni consigliate

Caricamento pubblicazioni consigliate

Licenza Creative Commons
I metadati presenti in IRIS UNIMORE sono rilasciati con licenza Creative Commons CC0 1.0 Universal, mentre i file delle pubblicazioni sono rilasciati con licenza Attribuzione 4.0 Internazionale (CC BY 4.0), salvo diversa indicazione.
In caso di violazione di copyright, contattare Supporto Iris

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11380/642076
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus ND
  • ???jsp.display-item.citation.isi??? ND
social impact