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• W2024759794 abstract "The need to study the differences among consumers due to their behavioural heterogeneity and the highly competitive consumer markets is recognized. In this paper, we analyse the potential heterogeneous shopping assessment in retail and how that experience may influence on consequent customer loyalty in a different way. The effects of satisfaction on attitudinal and behavioural loyalty and positive word of mouth are estimated by a finite-mixture structural equation model, and unobserved heterogeneity is analysed simultaneously. The results show that there are three latent segments where the strength of causal relationships differs which mean that there is an overestimation of the impact of customer on loyalty when heterogeneity is ignored. Se reconoce la necesidad del estudio de las diferencias entre los consumidores debido a sus patrones de comportamiento heterogéneos y a la alta competitividad en los mercados de consumo. En este artículo analizamos la evaluación heterogénea de la compra en el comercio minorista y cómo esa experiencia puede influir en la lealtad del cliente de una manera distinta. Los efectos de la satisfacción sobre la lealtad actitudinal, conductual y el boca-oreja positivo se determinan mediante un modelo de ecuaciones estructurales de mezclas finitas, y simultáneamente se analiza la heterogeneidad no observada. Los resultados demuestran que hay 3 segmentos latentes en los que varía la intensidad de las relaciones causales, lo que significa que se sobrestima el efecto de la satisfacción del cliente sobre la lealtad cuando se ignora la heterogeneidad." @default.
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• W2024759794 date "2014-09-01" @default.
• W2024759794 modified "2023-10-03" @default.
• W2024759794 title "Effect of customer heterogeneity on the relationship satisfaction–loyalty" @default.
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• W2024759794 doi "https://doi.org/10.1016/j.reimke.2014.06.002" @default.
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