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Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing

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Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing

dc.contributor.author	Fuentes Blasco, María
dc.contributor.author	Moliner Velázquez, Beatriz
dc.contributor.author	Servera Francés, David
dc.contributor.author	Gil Saura, Irene
dc.date.accessioned	2023-02-01T15:43:37Z
dc.date.available	2023-02-01T15:43:37Z
dc.date.issued	2017
dc.identifier.citation	Fuentes Blasco, María Moliner Velázquez, Beatriz Servera Francés, David Gil Saura, Irene 2017 Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing Journal Of Product And Brand Management 26 6 650 666
dc.identifier.uri	https://hdl.handle.net/10550/85237
dc.description.abstract	Purpose - Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects - marketing innovation and technological innovation - to understand the role it exercises in satisfaction and subsequent recommendation. Design/methodology/approach - The authors' objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity. SEM methodology is applied on a sample of 820 retail customers of grocery, clothing, furniture an electronics store. Findings - The results show that technological innovation is more important than marketing innovation in shaping image, value and satisfaction. At the same time, store image is the variable that most influences customer satisfaction and that satisfaction is a very significant antecedent of WOM behaviour. Practical implications for retail managers and further research are presented. Originality/value - The main value of this work has been to go deeper into the study of retail innovation, both in marketing and technologies, and its direct and indirect effects on satisfaction and subsequent recommendation through store image, consumer value and store brand equity. It is a new line of study, which is still fragmented and with little empirical evidence.
dc.language.iso	eng
dc.relation.ispartof	Journal Of Product And Brand Management, 2017, vol. 26, num. 6, p. 650-666
dc.subject	Benestar social
dc.subject	Mercat Investigació
dc.subject	Tecnologia de la informació
dc.title	Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing
dc.type	journal article	es_ES
dc.date.updated	2023-02-01T15:43:38Z
dc.identifier.doi	10.1108/JPBM-07-2016-1279
dc.identifier.idgrec	120902
dc.rights.accessRights	open access	es_ES