A key benefit of private labels for retailers is their potential to increase customers’ store loyalty. However, previous research has not examined how this relationship varies across customers and situations. This study contributes to knowledge in this area by developing a conceptual framework that guides the investigation of the role of four moderating factors in strengthening the private labe...

The authors define the constructs of seller relationship orientation and buyer relationship proneness and develop and validate corresponding measurement scales. They propose and empirically test a conceptual model relating the two constructs to relationship effectiveness measured as trust, commitment, and behavioral loyalty in a consumer environment.

A key challenge to brand managers is how to gain a better understanding of the relationship between brand and customer loyalty constructs. Researchers have recognized that brand identity plays a key role in brand management. The purpose of this paper is to investigate the effect of brand identity and brand identification on brand loyalty through perceived value, customer satisfaction, and trust...

Many academicians have accepted the significance of loyalty in service industries (Bloemer et al., 1999; Caruana, 2002; Asuncion et al., 2004) and its potential impact on the development of sustainable competitive edge (Keaveney, 1995; Gremler and Brown, 1996) for the service firms. This may be attributed to the unique nature of services, increased dependency on technology and greater customer ...

The use of internet as an interactive marketing media has captured much attention from managers in their quest for a better relationship with online customers. The belief that serving existing customers are more profitable than acquiring new ones, entailing relationship building effort no longer a choice, but a necessity. This study attempted to uncover the measures of E-CRM program and determi...

The rationale behind conducting this study is to evaluate the impact of E-CRM (used by customer relationship officer and web portal) on customer satisfaction that further helps in building customer loyalty. Moreover anxiety is taken as a moderating variable that moderates the relationship between E-CRM and customer satisfaction. For this 300 questionnaires were distributed out of which 250 usab...

in today's competitive environment, branding is considered as a mechanism to help businesses in order to achieve competitive advantages. due to perceived service quality, business image and customer trust, branding, as an important concept in the sports marketing, is created for organizations. the aim of this study was to investigate the relationship between perceived service quality and c...

In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further research related to the quality-valueloyalty chain. Next, the authors develop a conceptual framework that integrates the quality-value-loyalty ch...