All

What are you looking for?

All
Projects
Results
Organizations

Quick search

  • Projects supported by TA ČR
  • Excellent projects
  • Projects with the highest public support
  • Current projects

Smart search

  • That is how I find a specific +word
  • That is how I leave the -word out of the results
  • “That is how I can find the whole phrase”

How service operations, perceived benefit, and psychological ownership enhance customer retention in retail - evidence in Vietnam supermarkets

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F23%3A63567518" target="_blank" >RIV/70883521:28120/23:63567518 - isvavai.cz</a>

  • Result on the web

    <a href="https://doi.org/10.1080/23311975.2023.2200519" target="_blank" >https://doi.org/10.1080/23311975.2023.2200519</a>

  • DOI - Digital Object Identifier

    <a href="http://dx.doi.org/10.1080/23311975.2023.2200519" target="_blank" >10.1080/23311975.2023.2200519</a>

Alternative languages

  • Result language

    angličtina

  • Original language name

    How service operations, perceived benefit, and psychological ownership enhance customer retention in retail - evidence in Vietnam supermarkets

  • Original language description

    In a world with enormous opportunities and challenges from the 4.0 revolution and the lingering COVID-19 pandemic, customer retention is more important than ever for retailers. While marketing and advertising can be more or less limited during the pandemic, retailers pay more attention to the supply and service operations of products as salvage to satisfy the essential demands of customers. However, few scholars discuss the effects of service operations on customer retention in retail because it is lower consumer awareness and challenging to measure accurately and adequately. Therefore, with the foundation of commitment-trust theory, this study examines service operations&apos; direct and indirect effects on customer retention through perceived benefit in omnichannel retailers. Simultaneously, it assesses how psychological ownership affects customer retention and moderates the effect of perceived benefit on customer retention in the Vietnamese supermarket as empirical evidence. The combination of a qualitative method (with 32 in-depth interviews) and a quantitative method (through a survey conducted with 374 shoppers) is implemented. Partial least-squares structural equation modelling with SmartPLS software is utilized for data analysis and hypothesis testing. From the findings, the study offers an operations perspective and a customer view of how to store service operations contribute to customer perception of benefits and customer retention. Interestingly, the study discovered that psychological ownership is not only a critical antecedent of customer retention but also enhances the effect of perceived benefit on customer retention as its moderating role.

  • Czech name

  • Czech description

Classification

  • Type

    J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database

  • CEP classification

  • OECD FORD branch

    50204 - Business and management

Result continuities

  • Project

  • Continuities

    I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Others

  • Publication year

    2023

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Name of the periodical

    Cogent Business and Management

  • ISSN

    2331-1975

  • e-ISSN

  • Volume of the periodical

    10

  • Issue of the periodical within the volume

    2

  • Country of publishing house

    GB - UNITED KINGDOM

  • Number of pages

    25

  • Pages from-to

  • UT code for WoS article

    000970338100001

  • EID of the result in the Scopus database

    2-s2.0-85152780365