The influence of national culture and industry structure on grocery retail customer loyalty. (May 2020)

• Record Type: Journal Article
• Authors: De Silva Kanakaratne, Maheshan; Bray, Jeffery; Robson, Julie
• Is Part Of: Journal of retailing and consumer services. Volume 54(2020)
• Publication Date: 2020-05
• Subjects: Customer loyalty -- National culture -- Industry structure; 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.2019.102013
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: This study examines, for the first time, the influence of national culture and industry structure on customer loyalty in grocery retailing. Grocery retailers have a long and continued history of international expansion and it is vital to understand how loyalty can be nurtured in different contexts. Thematic analysis of focus groups conducted in the culturally and structurally disparate countries of the United Kingdom and Sri Lanka provide unique insights. Key differences have been identified around consumer preferences and perceptions of loyalty programmes and the key drivers of different loyalty types. Theoretical and managerial implications are discussed.