Marketing tools in grocery retailing, do they affect store loyalty?
Service qualityAttitude and behaviour loyaltySelf-scanning (TBSS)Loyalty programOwn brandsManagement of enterprisesFöretagsledningManagementBusiness and Economics
The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported