6533b7d5fe1ef96bd126456c
RESEARCH PRODUCT
Retail IT and customer loyalty: The moderating role of customer age
Irene Gil-sauraHaydeé Calderón-garcíaMaría-eugenia Ruiz-molinasubject
Customer delightCustomer retentionmedia_common.quotation_subjectAdvertisingModerationCompetitive advantageLoyalty business modelCustomer advocacyTourism Leisure and Hospitality ManagementLoyaltyEconomicsBusiness and International ManagementMarketingFinanceConsumer behaviourmedia_commondescription
Information technology (IT) may represent a source of competitive advantage for retailers. Notwithstanding, there is debate in the literature about the way in which IT influences supplier–customer relationships. In addition, the conclusions regarding the influence of consumer age on attitudes towards the retailer's IT solutions have been mixed. This article proposes and tests a model for the influence of the retailer IT on customer loyalty towards the retailer, evaluating the role of consumer age as a moderator of this relationship. Our results provide evidence of the existence of a two-way positive influence of IT solutions on customer loyalty towards the retail store, that is, through attitude and commitment.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2010-11-01 | Journal of Retail & Leisure Property |