An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors. (January 2020)

• Record Type: Journal Article
• Authors: Rokonuzzaman, Md; Harun, Ahasan; Al-Emran, Md; Prybutok, Victor R.
• Is Part Of: Journal of retailing and consumer services. Volume 52(2020)
• Publication Date: 2020-01
• Subjects: Store loyalty -- Product involvement -- Shopping value -- Retailing -- Quality; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2019.101933
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: This research proposes a theoretical model explaining the roles of multiple mediating factors – product quality, service quality, and information search –in the association between product involvement and store loyalty. The extant literature has examined different determinants of store loyalty but paid less attention to understand the link between product involvement and store loyalty and the underlying mechanisms. This study contributes to the literature by a) providing a comprehensive framework of involvement – loyalty link and b) investigating complex mediation effects. In this study, survey data were subjected to regression analysis to test parallel mediation and serial mediation effects of product quality, service quality, and information search in the link between consumer's product involvement and store loyalty. The results indicate that both product quality and information search mediate the association between product involvement and store loyalty. In addition, both product quality and service quality mediate the association between product involvement and information search. Results also indicate that product quality and information search work as serial mediators in the association between product involvement and store loyalty. For additional level of analyses, data were also subjected to Importance-Performance Map Analysis (IPMA). Theoretical and managerial implications are also provided.