Skip to main content

Advertisement

SpringerLink
Log in

From retail innovation and image to loyalty: moderating effects of product type

  • Empirical article
  • Published:
Service Business Aims and scope Submit manuscript

Abstract

This study aims to analyse value–satisfaction–loyalty relationships in retailing by examining the contribution of image and innovation and understanding value as a multidimensional construct. Furthermore, to identify possible differences in these relationships the moderating effect of the type of product marketed in the store is examined. On a sample of 820 customers from four types of stores, SEM methodology and multigroup analysis were applied. The results confirm that image has more influence than innovation on the dimensions of value and that entertainment and excellence are the main antecedents of satisfaction. Some relationships have also been found in which the type of product marketed in the store has a moderating effect.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1

Similar content being viewed by others

Notes

  1. Excellence or quality (extrinsic and reactive value) is the assessment of the reactive potential capacity of an object or experience to serve as means to achieve a personal goal. Efficiency or convenience (extrinsic and active value) results from the active use of an experience as a means to achieve self-oriented purpose. Entertainment or play (intrinsic and active value) is the value resulting from an active manipulation of the offer being considered as a source of pleasure. And aesthetics (intrinsic and reactive value) refers to a passive and personal appreciation of the beauty of the object or place of consumption.

  2. During the interview phase, the interviewer explained that new ideas refer to innovative marketing actions carried out by the store in aspects like product assortment, merchandising, promotions, point-of-sale animation, atmosphere, services etc.

References

  • Ailawadi KL, Keller KL (2004) Understanding retail branding: conceptual insights and research priorities. J Retail 80:331–342

    Google Scholar 

  • Akbar MM (2013) Drivers of retail shoppers’ loyalty in Bangladesh. Interdiscip J Contemp Res Bus 4(10):645–662

    Google Scholar 

  • Anderson JC, Gerbing DW (1988) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):411–423

    Google Scholar 

  • Anselmsson J, Johansson U (2009) Retailer brands and the impact on innovativeness in the grocery market. J Mark Manag 25(1/2):75–95

    Google Scholar 

  • Aurier P, Siadou-Martin B (2007) Perceived justice and consumption experience evaluations. Int J Serv Ind Manag 18(5):450–471

    Google Scholar 

  • Babin BJ, Darden WR, Griffin M (1994) Work and/or fun: measuring hedonic and utilitarian shopping value. J Consum Res 20(4):644–656

    Google Scholar 

  • Baker J, Parasuraman A, Grewal D, Voss GB (2002) The influence of multiple store environment cues on perceived merchandise value and patronage intentions. J Mark 66(2):120–141

    Google Scholar 

  • Beckeman M, Olsson M (2011) The role of Swedish retailers in food innovations. Int Rev Retail Distrib Consum Res 21(1):51–70

    Google Scholar 

  • Beneke J, Brito A, Garvey KA (2015) Propensity to buy private label merchandise. Int J Retail Distrib Manag 43(1):43–62

    Google Scholar 

  • Beristain JJ, Zorrilla P (2011) The relationship between store image and store brand equity: a conceptual framework and evidence from hypermarkets. J Retail Consum Serv 18:562–574

    Google Scholar 

  • Blackwell RD, Miniard PW, Engel JE (2006) Consumer behaviour, 10th edn. Thompson, South-Western

    Google Scholar 

  • Bloemer J, De Ruyter K (1998) On the relationship between store image, store satisfaction, and store loyalty. Eur J Mark 32:499–513

    Google Scholar 

  • Blut M, Beatty SE, Evanschitzky H, Brock C (2014) The impact of service characteristics on the switching costs–customer loyalty link. J Retail 90(2):275–290

    Google Scholar 

  • Brady MK, Knight GA, Cronin JJ, Tomas G, Hult M, Keillor BD (2005) Removing the contextual lens: a multinational, multi-setting comparison of service evaluation models. J Retail 81(3):215–230

    Google Scholar 

  • Burt S, Johansson U, Thelander A (2007) Retail image as seen through consumers’ eyes: studying international retail image through consumer photographs of stores. Int Rev Retail Distrib Consum Res 17(5):447–467

    Google Scholar 

  • Buttle F, Burton J (2002) Does service failure influence customer loyalty. J Consum Behav 1(3):217–227

    Google Scholar 

  • Cambra-Fierro J, Berbel-Pineda JM, Ruiz-Benítez R, Vázquez-Carrasco R (2013) Analysis of the moderating role of the gender variable in service recovery processes. J Retail Consum Serv 20(4):408–418

    Google Scholar 

  • Chen FF (2007) Sensitivity of goodness of fit indexes to lack of measurement invariance. Struct Equ Model 14(3):464–504

    Google Scholar 

  • Chowdhury J, Reardon J, Srivastava R (1998) Alternative modes of measuring store image: an empirical assessment of structured versus unstructured measures. J Mark Theory Pract 6:72–86

    Google Scholar 

  • Christofi M, Leonidou E, Vrontis D, Kitchen P, Papasolomou I (2015) Innovation and cause-related marketing success: a conceptual framework and propositions. J Serv Mark 29(5):354–366

    Google Scholar 

  • Cooil B, Keiningam T, Aksoy L, Hsu M (2007) A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics. J Mark 71:67–83

    Google Scholar 

  • Cortiñas M, Chocarro R, Villanueva ML (2010) La heterogeneidad de los consumidores en la valoración de la gestión minorista. Un análisis de segmentación post hoc en modelos de ecuaciones estructurales. Revista Española de Investigación de Marketing ESIC 14(1):91–113

    Google Scholar 

  • Cronin JJ, Brady MK, Hult GTM (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environments. J Retail 76(2):193–218

    Google Scholar 

  • Delgado E, Hernández M, Rodríguez A (2014) Store image influences in consumers’ perceptions of store brands: the moderating role of value consciousness. Eur J Mark 48(9/10):1850–1869

    Google Scholar 

  • Diallo MF, Burt S, Sparks L (2015) The influence of image and consumer factors on store brand choice in the Brazilian market. Eur Bus Rev 27(5):495–512

    Google Scholar 

  • Djellal F, Gallouj F, Miles I (2013) Two decades of research on innovation in services: which place for public services? Struct Change Econ Dyn 27:98–117

    Google Scholar 

  • Eid R (2015) Integrating Muslim customer perceived value, satisfaction, loyalty and retention in the tourism industry: an empirical study. Int J Tour Res 17:249–260

    Google Scholar 

  • Eisenbeiss M, Cornelißen M, Backhaus K, Hoyer WD (2014) Nonlinear and asymmetric returns on customer satisfaction: do they vary across situations and consumers? J Acad Mark Sci 42:242–263

    Google Scholar 

  • Faryabi M, Fesaghandis KS, Saed M (2015) Brand name, sales promotion and consumers’ online purchase intention for cell-phone brands. Int J Mark Stud 7(1):167–179

    Google Scholar 

  • Fuentes-Blasco M, Moliner-Velázquez B, Gil-Saura I (2014) Effect of customer heterogeneity on the relationship satisfaction-loyalty. Revista Española de Investigación de Marketing ESIC 18:78–92

    Google Scholar 

  • Fuentes-Blasco M, Moliner-Velázquez B, Gil-Saura I (2017) Analyzing heterogeneity on the value, satisfaction, word-of-mouth relationship in retailing. Manag Decis 55(7):1558–1577

    Google Scholar 

  • Gallarza MG, Gil I (2006) Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour. Tour Manag 27(3):437–452

    Google Scholar 

  • Gallarza MG, Gil I, Holbrook MB (2011) The value of value: further excursions on the meaning and role of customer value. J Consum Behav 10(4):179–191

    Google Scholar 

  • Gallarza MG, Gil I, Arteaga F (2013) The quality-value-satisfaction-loyalty chain: relationships and impacts. Tour Rev 68(1):3–20

    Google Scholar 

  • Gallarza MG, Arteaga F, Del Chiappa G, Gil I (2015) Value dimensions in consumers’ experience: combining the intra-and inter-variable approaches in the hospitality sector. Int J Hosp Manag 47:140–150

    Google Scholar 

  • Gallarza MG, Ruiz ME, Gil I (2016a) Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions. Manag Decis 54(4):981–1003

    Google Scholar 

  • Gallarza MG, Arteaga F, Del Chiappa G, Gil I (2016b) Intrinsic value dimensions and the value-satisfaction-loyalty chain: a causal model for services. J Serv Mark 30(2):165–185

    Google Scholar 

  • Ganesan S, George M, Jap S, Palmatier RW, Weitz B (2009) Supply chain management and retailer performance: emerging trends, issues, and implications for research and practice. J Retail 85(1):84–94

    Google Scholar 

  • Gelbrich K (2011) I have paid less than you! the emotional and behavioral consequences of advantaged price inequality. J Retail 87(2):207–224

    Google Scholar 

  • Ghasemaghaei M, Hassanein K (2015) Online information quality and consumer satisfaction: the moderating roles of contextual factors—a meta-analysis. Inf Manag 52(8):965–981

    Google Scholar 

  • Giese JL, Cote JA (2000) Defining customer satisfaction. Acad Mark Sci Rev 1:1–34

    Google Scholar 

  • Gil I, Ruiz ME, Michel G, Corraliza A (2013) Retail brand equity: a model based on its dimensions and effects. Int Rev Retail Distrib Consum Res 23(2):111–136

    Google Scholar 

  • Gil I, Ruiz ME, Berenguer G (2014) Retail innovativeness: importance of ICT and impact on consumer behaviour. In: Musso F, Druica E (eds) Handbook of research on retailer-consumer relationship development. IGI Global, Hershey, pp 384–403

    Google Scholar 

  • Gremler DD, Brown SW (1996) Service loyalty: its nature, importance and implications. In: Edvardsson B, Brown SW, Sohnston R, Scheuing E (eds) QUIS V: advancing service quality: a global perspective. ISQA, New Jersey, pp 171–181

    Google Scholar 

  • Grewal D, Ailawadi KL, Gauri D, Hall K, Kopalle P, Robertson JR (2011) Innovations in retail pricing and promotions. J Retail 87(1):S43–S52

    Google Scholar 

  • Hair JF Jr, Anderson RE, Tatham RL, Black WC (2008) Análisis Multivariante, 5th edn. Prentice Hall, London

    Google Scholar 

  • Hartman KB, Spiro RS (2005) Recapturing store image in consumer-based store equity: a construct conceptualization. J Bus Res 58:1112–1120

    Google Scholar 

  • Holbrook MB (1999) Consumer value. A Framework for Analysis and Research, Routledge

    Google Scholar 

  • Holbrook MB, Hirschman EC (1982) The experimental aspects of consumption: consumer fantasies, feelings and fun. J Consum Res 9(2):132–140

    Google Scholar 

  • Homburg C, Fürst A (2005) How organizational complaint handling drives customer loyalty: an analysis of the mechanistic and the organic approach. J Mark 69(3):95–114

    Google Scholar 

  • Homburg C, Hoyer WD, Fassnacht M (2002) Service orientation of a retailer’s business strategy: dimensions, antecedents, and performance outcomes. J Mark 66(4):86–101

    Google Scholar 

  • Hristov L, Reynolds J (2015) Perceptions and practices of innovation in retailing. Int J Retail Distrib Manag 43(2):126–147

    Google Scholar 

  • Hsua MH, Changb CM, Chuang LW (2015) Understanding the determinants of online repeat purchase intention and moderating role of habit: the case of online group-buying in Taiwan. Int J Inf Manag 35:45–56

    Google Scholar 

  • Imran M, Ghani U, Rehman KU (2013) Consumer perception of store image or store loyalty. J Manag Sci 7(1):76–85

    Google Scholar 

  • Interbrand (2015a) Best Global Brands. http://bestglobalbrands.com/?_ga=1.56954026.1800520721.1430869378. Accessed 11 March 2016

  • Interbrand (2015b) Best Spanish Brands. http://interbrand.com/assets/uploads/MME_2013.pdf?_ga=1.56954026.1800520721.1430869378. Accessed 11 March 2016

  • Jensen JK, Munksgaard KB, Arlbjørn JS (2013) Chasing value offerings through green supply chain innovation. Eur Bus Rev 25(2):124–146

    Google Scholar 

  • Jinfeng W, Zhilong T (2009) The impact of selected store image dimensions on retailer equity: evidence from 10 Chinese hypermarkets. J Retail Consum Serv 16:486–494

    Google Scholar 

  • Jones MA, Reynolds KE, Arnold MJ (2006) Hedonic and utilitarian shopping value: investigating differential effects on retail outcomes. J Bus Res 59(9):974–981

    Google Scholar 

  • Kamran-Disfani O, Mantrala MK, Izquierdo-Yusta A, Martínez-Ruiz MP (2017) The impact of retail store format on the shopper satisfaction-loyalty relationship. J Bus Res 77:14–22

    Google Scholar 

  • Kim M, Vogt CA, Knutson BJ (2015) Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. J Hosp Tour Res 39(2):170–197

    Google Scholar 

  • Knox SD, Denison TJ (2000) Store loyalty: its impact on retail revenue: an empirical study of purchasing behavior in the UK. J Retail Consum Serv 7(1):33–45

    Google Scholar 

  • Kumar V, Pozza ID, Ganesh J (2013) Revisiting the satisfaction-loyalty relationship: empirical generalizations and directions for future research. J Retail 89(3):246–262

    Google Scholar 

  • Kumar A, Gupta SL, Kishore N (2014) measuring retailer store image: a scale development study. Int J Bus Econ 13(1):25–38

    Google Scholar 

  • Kumar V, Ananda A, Song H (2017) Future of retailer profitability: an organizing framework. J Retail 93(1):96–119

    Google Scholar 

  • Lagnevik M, Sjöholm I, Lareke A, Östberg J (2003) The dynamics of innovation clusters: a study of the food industry. Edward Elgar Publishing, Cheltenham

    Google Scholar 

  • Lai IKW (2015) The roles of value, satisfaction, and commitment in the effect of service quality on customer loyalty in Hong Kong—style tea restaurants. Cornell Hosp Q 56(1):118–138

    Google Scholar 

  • Leroi-Werelds S, Streukens S, Brady MK, Swinnen G (2014) Assessing the value of commonly used methods for measuring customer value: a multi-setting empirical study. J Acad Mark Sci 42(4):430–451

    Google Scholar 

  • Lii YS, Chien CS, Pant A, Lee M (2013) The challenges of long-distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure. J Appl Soc Psychol 43(6):1121–1135

    Google Scholar 

  • Lin CH, Sher PJ, Shih HY (2005) Past progress and future directions in conceptualizing customer perceived value. Int J Serv Ind Manag 16(4):318–336

    Google Scholar 

  • Linder JC, Jarvenpaa S, Davenport TH (2003) Towards an innovative sourcing strategy. MIT Sloan Manag Rev 44(4):43–49

    Google Scholar 

  • Lloyd AE, Yip LSC, Luk STK (2011) An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong. Tour Manag 32(3):520–533

    Google Scholar 

  • Lovelock C, Wirtz J (2007) Services marketing: people, technology, strategy, 6th edn. Prentice Hall, Upper Saddle River

    Google Scholar 

  • Luk STK, Sharma P, Chen ISN (2013) Shopping motivation as a moderator in the retail service evaluation. J Serv Mark 27(1):40–48

    Google Scholar 

  • Martenson R (2007) Corporate brand image, satisfaction and store loyalty: a study of the store as a brand, store brands and manufacturer brands. Int J Retail Distrib Manag 35(7):544–555

    Google Scholar 

  • Martineau P (1958) The personality of the retail store. Harv Bus Rev 36(1):47–55

    Google Scholar 

  • Mathwick C, Malhotra N, Rigdon E (2001) Experiential value: conceptualization, measurement and application in the catalog and internet shopping environment. J Retail 77(1):39–56

    Google Scholar 

  • Mathwick C, Malhotra N, Rigdon E (2002) The effect of dynamic retail experiences on experiential perceptions of value: an internet and catalog comparison. J Retail 78(1):51–60

    Google Scholar 

  • Maute MF, Forrester WR (1991) The effect of attribute qualities on consumer decision making: a causal model of external information search. J Econ Psychol 12(4):643–666

    Google Scholar 

  • Musso F (2010) Innovation in marketing channels. SYMPHONYA Emerg Issues Manag 1:23–41

    Google Scholar 

  • Nesset E, Nervik B, Helgesen O (2011) Satisfaction and image as mediators of store loyalty drivers in grocery retailing. Int Rev Retail Distrib Consum Res 21(3):267–292

    Google Scholar 

  • Nsairi ZB (2012) Managing browsing experience in retail stores through perceived value: implications for retailers. Int J Retail Distrib Manag 40(9):676–698

    Google Scholar 

  • Oliver RL (1997) Satisfaction. McGraw Hill, A behavioural perspective on the consumer

    Google Scholar 

  • Oliver RL (1999) Value as excellence in the consumption experience. In: Holbrook MB (ed) Consumer value: a framework for analysis and research. Routledge, London, pp 43–62

    Google Scholar 

  • Pappas IO, Pateli AG, Giannakos MN, Chrissikopoulos V (2014) Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. Int J Retail Distrib Manag 42(3):187–204

    Google Scholar 

  • Park C, Lee TM (2009) Information direction, website reputation and eWOM effect: a moderating role of product type. J Bus Res 62(1):61–67

    Google Scholar 

  • Payne A, Holt S (2001) Diagnosing customer value: integrating the value process and relationship marketing. Br J Manag 12(2):159–182

    Google Scholar 

  • Pecoraro M, Uusitalo O (2014) Exploring the everyday retail experience: the discourses of style and design. J Consum Behav 13(6):429–441

    Google Scholar 

  • Pinchot G, Pellman R (1999) Intrapreneuring in action: a handbook for business innovation. Berret-Koehler Publishers Inc, San Francisco CA

    Google Scholar 

  • Podsakoff PM, MacKenzie SB, Lee Y, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88(5):879–903

    Google Scholar 

  • Pomirleanu N, Chennamaneni PR, Krishen AS (2016) Easy to please or hard to impress: elucidating consumers’ innate satisfaction. J Bus Res 69:1914–1918

    Google Scholar 

  • Prebensen NK, Woo E, Uysal M (2013) Experience value: antecedents and consequences. Curr Issues Tour 17(10):910–928

    Google Scholar 

  • Reynolds J, Howard E, Cuthbertson C, Hristov L (2007) Perspectives on retail format innovation: relating theory and practice. Int J Retail Distrib Manag 35(8):647–660

    Google Scholar 

  • Riquelme IP, Román S, Iacobucci D (2016) Consumers’ perceptions of online and offline retailer deception: a moderated mediation analysis. J Interact Mark 35:16–26

    Google Scholar 

  • Rubio N, Oubiña J, Gómez-Suárez M (2015) Understanding brand loyalty of the store brand’s customer base. J Prod Brand Manag 24(7):679–692

    Google Scholar 

  • Sánchez R, Iniesta MA (2006) Consumer perception of value: literature review and a new conceptual framework. J Consum Satisf Dissatisf Complain Behav 19:40–58

    Google Scholar 

  • Sekhon HS, Al-Eisawi D, Roy SK, Pritchard A (2015) Service excellence in UK retail banking: customers’ perspectives of the important antecedents. Int J Bank Mark 33(7):904–921

    Google Scholar 

  • Seo S, Lee Y (2008) Shopping values of clothing retailers perceived by consumers of different social clases. J Retail Consum Serv 15(6):491–499

    Google Scholar 

  • Sharma P, Chen ISN, Luk STK (2012) Gender and age as moderators in the service evaluation process. J Serv Mark 26(2):102–114

    Google Scholar 

  • Sivadas E, Baker-Prewitt JL (2000) An examination of the relationship between service quality, customer satisfaction, and store loyalty. Int J Retail Distrib Manag 28(2):73–82

    Google Scholar 

  • Smith NC (1999) Ethics and the typology of customer value. In: Holbrook MB (ed) Consumer value: a framework for analysis and research. Routledge, London, pp 147–158

    Google Scholar 

  • Spreng RA, Mackenzie SB, Olshavsky RW (1996) A reexamination of the determinants of consumer satisfaction. J Mark 60:15–32

    Google Scholar 

  • Stan V (2015) Antecedents of customer loyalty in the retailing sector: the impact of switching costs. J Appl Bus Res 31(2):371–382

    Google Scholar 

  • Steenkamp JEM, Baumgartner H (1998) Assessing measurement invariance in cross-national consumer research. J Consum Res 25(1):78–90

    Google Scholar 

  • Steenkamp JEM, Van Trijp CM (1991) The use of LISREL in validating marketing constructs. Int J Res Mark 8:283–299

    Google Scholar 

  • Sweeney JC, Soutar GN (2001) Consumer perceived value: the development of a multiple item scale. J Retail 77:203–220

    Google Scholar 

  • Tam JLM (2011) The moderating effects of purchase importance in customer satisfaction process: an empirical investigation. J Consum Behav 10:205–215

    Google Scholar 

  • Teller C, Gittenberger E (2011) Patronage behaviour of elderly supermarket shoppers-antecedents and unobserved heterogeneity. Int Rev Retail Distrib Consum Res 21(5):483–499

    Google Scholar 

  • Tether B (2005) Do services innovate (differently)? Insights from the European innobarometer. Ind Innov 12(2):153–184

    Google Scholar 

  • Thomas S (2013) Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores. Decision 40(1–2):15–25

    Google Scholar 

  • Townsend W (2010) Innovation and the value of failure. Int J Manag Mark Res 3(1):75–84

    Google Scholar 

  • Trasorras R, Weinstein A, Abratt R (2009) Value, satisfaction, loyalty, and retention in professional services. Mark Intell Plan 27(5):615–632

    Google Scholar 

  • Tsao WY (2013) The fitness of product information: evidence from online recommendations. Int J Inf Manag 33(1):1–9

    Google Scholar 

  • Vesel P, Zabkar V (2009) Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. J Retail Consum Serv 16:396–406

    Google Scholar 

  • Vieira VA (2010) Visual aesthetics in store environment and its moderating role on consumer intention. J Consum Behav 9:364–380

    Google Scholar 

  • Willems K, Swinnen G (2011) Am I cheap? Testing the role of store personality and self-congruity in discount retailing. Int Rev Retail Distrib Consum Res 21(5):513–539

    Google Scholar 

  • Wirtz J, Kum D, Lee K (2000) Should a firm with a reputation for outstanding service quality offer a service guarantee? J Serv Mark 14(6):502–512

    Google Scholar 

  • Wood S, Adams R, Lowe M Needy A (2008) A scoping study of contemporary and future challenges in the UK retail sector. ESRC Business Engagement Project. www.aimresearch.org. Accessed 10 March 2016

  • Yoon S, Oh S, Song S, Kim KK, Kime Y (2014) Higher quality or lower price? How value-increasing promotions affect retailer reputation via perceived value. J Bus Res 67:2088–2096

    Google Scholar 

  • Zeithaml VA (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. J Mark 52:2–22

    Google Scholar 

  • Zeithaml VA, Berry LL, Parasuraman A (1996) The behavioral consequences of service quality. J Mark 60(2):31–46

    Google Scholar 

  • Zhao J, Huddleston P (2012) Antecedents of specialty food store loyalty. Int Rev Retail Distrib Consum Res 22(2):171–187

    Google Scholar 

Download references

Acknowledgements

This research has received financial support from the Spanish Ministry of Economy and Competitiveness (Project reference: ECO2016-76553-R).

Author information

Authors and Affiliations

  1. Market Research Department, Faculty of Economy, University of Valencia, Avda. de los Naranjos, s/n, 46022, Valencia, Spain

    Beatriz Moliner-Velázquez & Irene Gil-Saura

  2. Department of Management and Marketing, Faculty of Business, Pablo de Olavide University, Ctra. de Utrera, Km. 1, 41013, Seville, Spain

    Maria Fuentes-Blasco

  3. Economy, Management and Marketing Department, Faculty of Economy and Business, Catholic University of Valencia, C/Corona 34, 46003, Valencia, Spain

    David Servera-Francés

Authors
  1. Beatriz Moliner-Velázquez
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Maria Fuentes-Blasco
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. David Servera-Francés
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Irene Gil-Saura
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Beatriz Moliner-Velázquez.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Moliner-Velázquez, B., Fuentes-Blasco, M., Servera-Francés, D. et al. From retail innovation and image to loyalty: moderating effects of product type. Serv Bus 13, 199–224 (2019). https://doi.org/10.1007/s11628-018-0378-5

Download citation

  • Received:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11628-018-0378-5

Keywords

Search

Navigation