Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

QR Code

Impact of customer loyalty and service operations on customer behaviour and firm performance: empirical evidence from UK retail sector

Retail networks are striving to achieve competitive advantage by increasing value through loyalty and efficiency with a focus on service operations. As sales promotions have become an integral part of the retail supply chain planning, customer behavioural aspects based on loyalty and service operati...

Full description

Bibliographic Details
Main Authors:	Ramanathan, Usha, Subramanian, Nachiappan, Yu, Wantao, Vijaygopal, Rohini
Format:	Article
Published:	Taylor & Francis 2017
Subjects:	Retail network performance; service operations; customer loyalty; customer behaviour; management capabilities
Online Access:	https://eprints.nottingham.ac.uk/48897/

Similar Items

Evaluation and modelling of customer experience in online retail banking in India and its significance for enhancing customer loyalty
by: Kumar, Puneet
Published: (2021)

Creating customer value and the use of the product life cycle to generate strategic options for maturing low-cost service-retail markets -A case study on The Spirit Group value pub food retail concept"Two for One"
by: Twaites, Claire
Published: (2007)

Influence of customer relationship management, technology innovation and customer empowerment on customer loyalty in Kuwaiti banks
by: Aldaihani, Faraj Mazyed Faraj
Published: (2021)

Customer satisfaction and competitiveness in the Chinese E-retailing: structural equation modeling (SEM) approach to identify the role of quality factors
by: Subramanian, Nachiappan, et al.
Published: (2014)

CUSTOMER LOYALTY IN THE SMALL MEDIUM SIZED RETAIL JEWELLERY FIRMS WHAT EXTENT DOES LOYALTY SCHEMES HAVE AN IMPACT ON REPEAT PATRONAGE? WHAT OTHER FACTORS CAUSE REPEAT PATRONAGE?: A DYADIC EXPLORATION
by: DALAL, AVANI
Published: (2006)

Ultimate customer loyalty's Holy Grail
by: Ow, Mun Waei
Published: (2017)

Intervening role of loyalty reward programs and E-word-of-mouth on smartphone brand loyalty in Malaysia
by: Mohammadi, Alireza
Published: (2019)

Determinants of international Muslim tourists’ empowerment and attitude, and their impact on loyalty
by: Ab Hamid, Siti Halimah
Published: (2018)

Role of brand personality and consumer brand identification on hypermarket brand evaluation and loyalty development among Malaysian customers
by: Nikhashemi, Seyed Rajab
Published: (2015)

Effects of standardization and customization level on service quality, customer satisfaction and loyalty, and moderating roles of service nature and customer needs
by: Kasiri, Leila Agha
Published: (2015)

Effects of customer relationship management, customer perceived value and customer socio - demographic characteristics on bank customers’ loyalty in Ghana
by: Agbemabiese, George Cudjoe
Published: (2018)

The relationship between service quality, customer satisfaction and customer loyalty towards KTMB (Commuter) / Norshafina Abdullah
by: Abdullah, Norshafina
Published: (2007)

A Study of Relationship Marketing in Chinese Retail market
by: Xue, Qiusha
Published: (2007)

The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.]
by: Yaakob, Siti Aisyah, et al.
Published: (2017)

Airline crisis: communication effects on customer engagement during the Covid-19 pandemic 2020
by: Panda, Bhagyashree
Published: (2021)

Effectiveness of Customer Relationship Management (CRM) towards enhancing customer loyalty in Epic Evolution (M) Sdn Bhd, Johor / Lily Suryana Roslaili
by: Roslaili, Lily Suryana
Published: (2011)

The impact of the underpinnings of relationship marketing on customer loyalty in Telekom Malaysia / Nurfadhilah Basri
by: Basri, Nurfadhilah
Published: (2008)

Dimension of customer preference in the Malaysian foodservice industry:the relationship with customer satisfaction and loyalty / Abang Zainoren Abang Abdulrahman
by: Abang Abdulrahman, Abang Zainoren
Published: (2012)

Customer loyalty: A case study of Bank Rakyat, Melawati branch, Kuala Lumpur / Norsaliza Mohd Saad
by: Mohd Saad, Norsaliza
Published: (2006)

A conceptual framework for customers’ loyalty in mobile loyalty programmes / Sharlini Seridaran and Mohd Nazri Mohd Noor
by: Seridaran, Sharlini, et al.
Published: (2021)

Salient Customer Relationship Management (CRM) dimensions contributing to customer loyalty for UEMS in facility management / Al Ashraf Zarif Al Bakri, Nurul Azrina Rusni & Ezuana Jaaffar
by: Al Bakri, Al Ashraf Zarif, et al.
Published: (2018)

Environmental oriented corporate social responsibility and customer loyalty: corporate image as a mediator / Nor Irwani Abdul Rahman
by: Abdul Rahman, Nor Irwani
Published: (2015)

Mediating effect of program loyalty on the relationships between value perception and relationship investment on customer loyalty
by: Ramaseshan, Balasubramanian, et al.
Published: (2008)

The determinants and relationship of customer perceived factors on loyalty for electrical and electronic product brands in Sarawak / Gloria Panit
by: Panit, Gloria
Published: (2013)

Product delivery service provider selection and customer satisfaction in the era of internet of things: a Chinese e-retailers’ perspective
by: YU, Jie, et al.
Published: (2015)

The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
by: Alias, Zuraini
Published: (2017)

Exploring relationship marketing tactics & customer loyalty: issues in the Malaysian mobile telecommunication sector / Lennora Putit and Mohamad Fariz Abdullah
by: Putit, Lennora, et al.
Published: (2019)

Customer loyalty amongst GRADS member of Malaysia Airlines / Afini Salehuddin
by: Salehuddin, Afini
Published: (2006)

A study on contribution of service quality, price, corporate image and customers' satisfaction towards customer loyalty case study of Telekom Malaysia Kota Bharu region / Hasbullah Zakaria
by: Zakaria, Hasbullah
Published: (2008)

Uncovering Factors Leading To Customer Loyalty in The Optical Industry
by: Toh, Thiam Seen
Published: (2017)

Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
by: Abdullah, Firdaus, et al.
Published: (2008)

Service quality and mediating role of perceived value and international tourist satisfaction on tourist loyalty in 4- and 5- star hotels in Kuala Lumpur, Malaysia
by: Keshavarz, Yousef
Published: (2016)

Customer loyalty towards Terengganu Equestrian Resort / Mohd Azraf Zakaria
by: Zakaria, Mohd Azraf
Published: (2011)

Antecedents of customer loyalty towards private commercial banks in Bangladesh / Md Wasiul Karim and Mohammad Abdul Matin Chowdhury
by: Karim, Md Wasiul, et al.
Published: (2021)

The efficient bond among mobile commerce, CRM and E-loyalty to maximise the productivity of companies
by: Faed, Alireza, et al.
Published: (2010)

Influence of employee capability and relational process on service quality and customer outcomes in customer relationship management
by: Ramli, Suriana
Published: (2017)

The impact of Chinese value - customer Ren orientation on harmony, business relationship, service quality and loyalty
by: Lee, Bernard
Published: (2016)

The impact of Customer Relationship Marketing (CRM) on customer loyalty in Holiday Inn, Melaka / Rosmalawaty Abdul Malek and Fathiah Abd Rahman
by: Abdul Malek, Rosmalawaty, et al.
Published: (2015)

Agent based simulation as a novel decision support tool for retail managers
by: Siebers, Peer-Olaf, et al.
Published: (2008)

Effect of social media engagement, corporate image and perceived value on tourist loyalty in hotel industry in Malaysia
by: Khan, Md. Ashraful Azam
Published: (2022)