This study develops and tests a model analyzing the relationships between customer trust in a grocery retailer and perceived value, customer satisfaction, store loyalty intentions and behaviors. It also estimated how the store's human resources, communications and sales promotions, environment and assortment (including private label products) influence trust, loyalty intentions and store patronage.
When and why do customers trust in grocery retailers?
PREMAZZI, KATIA;CASTALDO, SANDRO;GUENZI, PAOLO;GROSSO, MONICA;GRIMALDI, LIDY
2007
Abstract
This study develops and tests a model analyzing the relationships between customer trust in a grocery retailer and perceived value, customer satisfaction, store loyalty intentions and behaviors. It also estimated how the store's human resources, communications and sales promotions, environment and assortment (including private label products) influence trust, loyalty intentions and store patronage.
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