The DOI matches its Crossref record; the references it cites are not checked yet.
Drivers Of Customer Loyalty In A Retail Store Environment
Open accessAbstract
The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailers customers who are willing to recommend the retailers products to others based on survey results.Statistical results document that service quality, product quality and brand image drive customer loyalty as measured by a customers willingness to recommend the retailers products to other people. Service management managers can improve these drivers of customer loyalty by better training, recognition and reward programs, day-to-day store operations, and job, product, process and store design. Given the general research objective of defining a universal model of what drives customer loyalty in a diverse set of industries, this research provides additional statistical evidence to support the theory that brand image, product quality, and service quality determine customer loyalty.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
The cited source says what the claim attributes to it.
In the citing paper
“Clottey et al. (2008) pointed that though various determinants of customer loyalty have been identified but there remains a lack of consensus about the common ones that could be generalized across different industries.”
From The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013) · cites this paper as Clottey et al. (2008)
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
The citation lists haven’t been fetched yet
References 38 · Cited by 112
Research works printed but not linked: 38
- Agresti, A. (2002) Categorical Data Analysis 2 nd Edition, John Wiley and Sons Inc, Hoboken, NJ 2.
- Anderson, E., and Mittal, V. (2000) Strengthening the satisfaction-profit chain Journal of Service Research, Vol. 3, November, p107-120.
- Baldinger, A.L. and Rubinson, J. (1996) Brand loyalty: the link between attitude and behavior, Journal of Advertising Research, 36(6): 22-34.
- Baumann, C., Burton, S. and Elliott, G. (2005), Determinants of Customer Loyalty and Share of Wallet in Retail Banking, Journal of Financial Services Marketing, Vol. 9 , No.3, p231-48.
- Bloemer, J M.M.; Jos G.A.M. L. (1992) The Importance of Customer Satisfaction in Explaining Brand and Dealer Loyalty Journal of Marketing Management Vol. 8, p351-364, 14p.
- Collier, D.A. and Evans, J.R. (2009) OM, South-Western Cengage Learning, 5191 Natrrop Boulevard, Mason, Ohio, www.4ltrpress.cengage.com/om, (ISBN: 978-0-324-66255-9), Chapter 6 and 7.
- Cosslett, S. R. (1981), Efficient estimation of discrete-choice models. In C. F. Manski, & D. McFadden (Eds.), Structural Analysis of Discrete Data with Economic Applications Cambridge, MA: The MIT Press.
- Cronin, J. and Taylor, S. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56 (3), 55 -68.
- Cronin, J. and Taylor, S. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-performance measurements of service quality. Journal of Marketing, 58 (1), 125 -131.
- Day, G. (1969) A two-dimensional concept of brand loyalty, Journal of Advertising Research, Vol. 9, No 3, pp. 29-35.
- De Ruyter, K, Wetzels. M, and Bloemer. J (1998), On the Relationship between Perceived Service Quality, Service Loyalty and Switching Costs, International Journal of Service Industry Management, 9, p436.
- Dick, A. S.and Basu, K. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework; Journal of the Academy of Marketing Science; Vol. 22, p99-113, 15p.
- Ennew, C. T. and Binks, M. R. (1996) The impact of service quality and service characteristics on customer retention: Small businesses and their banks in the UK, British Journal of Management, Vol. 7, No.3, pp. 219-230.
- Gronroos, C. (1984) A service quality model and its marketing implications European Journal of Marketing, Vol. 18, No.4, p36-44.
- Gronroos, C. (1997). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 35 (4), 322 -339.
- Gronroos, C. (1997). Value-driven relational marketing: From products to resources and competencies. Journal of Marketing Management, 13 (5), 407 -419.
- Hair, J., Andeson, R., Tatham R. and Black, W. (1995) Multivariate Data Analysis, 5 th Edition‖ Prentice hall, Englewood cliffs, N.J. 20. Heskett, J. L., Jones, T.O., Loveman, T.W., Sasser, Jr., W.E. and Schlesinger, L. (1994) Putting the service- profit chain to work, Harvard Business Review 72 (2): 164-174.
- Hee-Su. K and Yoon, C.H (2004), Determinants of Subscriber Churn and Customer Loyalty in the Korean Mobile Telephony Market, Telecommunications Policy, Vol. 28 No. 10, Oct./Nov., p751-765.
- Huber, F and Herrmann, A. (2001) Achieving Brand and Dealer Loyalty: The Case of the Automotive Industry, International Review of Retail, Distribution and Consumer Research, 11, April, p97-122.
- Jones, T. O. and Sasser, Jr., W.T. (1995) Why satisfied customers defect Harvard Business Review, November-December, p88-99.
- McFadden, D. (1974) Conditional Logit Analysis of Qualitative Choice Behavior, in P. Zarembka (ed.), Frontiers In Econometrics, 105-142, Academic Press: New York, 1974.
- Muthén, Bengt (1979), A Structural Probit Model with Latent Variables, Journal of the American Statistical Association, 74 (12), 807.
- Nunnally, C. (1978) Psychometric Theory McGraw-Hill, New York, NY.
- Oliver, R. L. (1980) A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, Vol.17, November, pp.460-9.
- Parasuraman, A., Zeithaml, V., and Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41 -50.
- Parasuraman, A., Zeithaml, V., and Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 29 -40.
- Parasuraman, A., Zeithaml, V. A. and Berry, L.L. (1991) Refinement and reassessment of the SERVQUAL instrument Journal of Retailing, Vol. 67, No. 4, p420-450.
- Ranaweera, C. and Neely, A. (2003), Best Student Paper some Moderating Effects on the Service Quality- Customer Retention Link, International Journal of Operations & Production Management, Vol. 23, p230- 248.
- Reichheld, F. F. (1993) Loyalty-Based Management. Harvard Business Review, March-April, p64-73.
- Reichheld, F. F. (2001) Lead for loyalty Harvard Business Review, July-August, p76-85.
- Reichheld, F.F (2003) The One Number You Need to Grow, Harvard Business Review, December, p485- 491.
- Rust, R. T.; Zahorik, A. J.; and Keiningham, T. L. (1995), Return on quality (ROQ): Making service quality financially accountable, Journal of Marketing, Vol. 59, No. 2 (April), pp. 58-70.
- Stodnick, M.A (2005) Driving Retail Store Performance: A Service Profit Chain Perspective, Dissertation, The Ohio State University.
- Smith, R. E. and Wright, W.F. (2004), Determinants of Customer Loyalty and Financial Performance, Journal of Management Accounting Research, 16, p183-205.
- Warshaw, Paul R. and Cornelia Dröge (1986), Economic Utility Versus the Attitudinal Perspective of Consumer Choice, Journal of Economic Psychology, 7 (03), 37.
- Woodside, A,G., Frey, L. L, Daly, R. T (1989) Linking Service Quality, Customer Satisfaction, and Behavioral Intention, Journal of Health Care Marketing, Vol. 9, December, p5-17.
- Zeithaml, V. A., Berry, L. L. and Parasuraman, A. (1996) The Behavioral Consequences of Service Quality, Journal of Marketing, Vol. 60, April, p31-46.
- ZeithamI, V. A. (2000) Service Quality, Profitability, and the Economic Worth of Customers: What we know and what we don't know, Journal of the Academy of Marketing Science,Vol. 28 , No. 1, p67-85.
Metadata
- Authors
- Clottey, T. A., Collier, D. A., & Stodnick, M.
- Affiliations
- The Ohio State University (US)
- Florida Gulf Coast University (US)
- University of North Texas (US)
- ORCID
- Clottey, Toyin A.
- Venue
- Journal of Service Science (JSS)
- Publisher
- Clute Institute
- Published
- 2008-07-01
- Volume
- 1
- Issue
- 1
- Pages
- 35-48
- ISSN
- 1941-4722 (ISSN-L)
- 1941-4730
- OpenAlex
- W2174100259
- Cited by
- 112
- References
- 38
- Citations by year
- 2026: 1 · 2025: 3 · 2024: 2 · 2023: 5 · 2022: 6 · 2021: 5 · 2020: 7 · 2019: 6 · 2018: 6 · 2017: 7 · 2016: 15 · 2015: 15 · 2014: 10 · 2013: 8 · 2012: 9
- FWCI
- 3.91
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Journal of Service Science (JSS) (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Retail Behavior Studies
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- customer loyalty, retail stores, service quality, product quality, brand image, word-of-mouth recommendation, service management, retail architecture
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Drivers Of Customer Loyalty In A Retail Store Environment. https://app.cochat.ai/papers/10.19030/jss.v1i1.4300
- The paper
- Clottey, T. A., Collier, D. A., & Stodnick, M. (2008). Drivers Of Customer Loyalty In A Retail Store Environment. Journal of Service Science (JSS). https://doi.org/10.19030/jss.v1i1.4300
