6533b86cfe1ef96bd12c8128
RESEARCH PRODUCT
The impact of consumer local engagement on local store patronage and customer satisfaction
Mika SkippariKarjaluoto HeikkiJussi Nyrhinensubject
vähittäiskauppaEconomics and Econometricsconsumer satisfactionpaikallisyhteisötconsumer community valuesVitalityAffect (psychology)lähikaupatLiiketaloustiede - Business and management0502 economics and businessBusiness and International ManagementMarketingta512sosiaalinen pääomaMarketingyhteisöllisyys05 social sciencesasiakasuskollisuuspaikallisuusSocial relationlocal retail patronageConsumer satisfactionTest (assessment)social capitalSurvey data collection050211 marketingCustomer satisfactionBusiness050203 business & managementlocal community engagementSocial capitaldescription
This paper examines the drivers of local grocery retail patronage. Drawing on institutional and social network theory literature, we develop a framework to investigate how consumers’ personal values and engagement with local communities affect their satisfaction and local store patronage. We test our model with survey data on 1504 Finnish consumers. Our results show that the relationship between customer local engagement and local retail patronage is indirect rather than direct, and it is mediated by the vitality of local services, social interaction, and consumer satisfaction.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2017-10-20 | The International Review of Retail, Distribution and Consumer Research |