Value, satisfaction and loyalty in the retail industry: A theoretical approach to loyalty
Although customer loyalty has been widely investigated, few studies address the role of customer value and customer satisfaction. Besides, there is still a need for a sound theoretical framework to explain and promote businesscustomer relationships. This paper aims to contribute to understanding the...
| Autores: | , , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2023 |
| País: | España |
| Institución: | Universidad de Sevilla (US) |
| Repositorio: | idUS. Depósito de Investigación de la Universidad de Sevilla |
| OAI Identifier: | oai:idus.us.es:11441/153152 |
| Acceso en línea: | https://hdl.handle.net/11441/153152 https://doi.org/10.55234/edeij-2-056 |
| Access Level: | acceso abierto |
| Palabra clave: | Loyalty Value Satisfaction Consumer Customer Relational marketing Retail Fidelización Valor Satisfacción Consumidor Cliente Marketing relacional Comercio minorista |
| Sumario: | Although customer loyalty has been widely investigated, few studies address the role of customer value and customer satisfaction. Besides, there is still a need for a sound theoretical framework to explain and promote businesscustomer relationships. This paper aims to contribute to understanding the origin and effect of the concept of loyalty in commercial relationships in the retail industry. To do so, we review and discuss the triggers of loyalty behavior in society. There is a section to explain the elements that produce loyalty behavior in the buyer and its logical sequence. Besides, we address the concepts of value and consumer satisfaction and their association with the customer's post-purchase behavior. This analysis enables a more complete overview of the customer’s behavior and allows to take well-informed actions within the retail market. Besides, it opens the door to future research related to buyer behavior in different environments, such as the digital environment. |
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