Please use this identifier to cite or link to this item: http://repo.lib.jfn.ac.lk/ujrr/handle/123456789/5532
Title: How to Enhance Customer Loyalty to Retail Stores via Retail Service Quality Practices? A Moderated Mediated Mechanism
Authors: Achchuthan, S.
Amit, S.
Manish, D.
Kajenthiran, K.
Keywords: Retail Service Quality;Affective commitment;Corporate image;Moderated mediation;Customer loyalty
Issue Date: 2022
Publisher: Taylor & Francis Group
Abstract: This study proposes and empirically investigates a moderated mediation mechanism to enhance consumer loyalty via retail service quality (RSQ) practices. The results revealed that the impact of physical aspect, reliability, personal interaction, and policy on customer loyalty is significantly mediated by the affective commitment to the retailers. Further, the retailer’s corporate image enhanced the indirect effects of reliability, personal interaction and retailing policy on customer loyalty. By investigating how the interplay of RSQ dimensions, affective commitment and corporate image enriches retail service qual ity, this study contributes to the retailing literature.
URI: http://repo.lib.jfn.ac.lk/ujrr/handle/123456789/5532
Appears in Collections:Marketing

Files in This Item:
File Description SizeFormat 
How to Enhance Customer Loyalty to Retail Stores.pdf1.15 MBAdobe PDFThumbnail
View/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.