International Journal of Retail & Distribution Management: Volume 49 Issue 12

Analysing the predictors of the young buyers' satisfaction in the e-retailing apparel sector

Claudia Stoian Bobalca, Oana Ţugulea, Mihaela Ifrim, Liviu-George Maha

As satisfaction is one of the most important conditions for loyalty, this study aims to investigate the main factors affecting online satisfaction for buying clothes from the…

Understanding in-store interactive technology use: a uses and gratifications theory (UGT) perspective

Hafida Boudkouss, Souad Djelassi

The purpose of this research is twofold: (1) to identify and understand consumer motivations to use interactive technologies in stores through the lens of the uses and…

Complaint behaviour in multichannel retailing: a cross-stage approach

Marta Frasquet, Marco Ieva, Cristina Ziliani

This paper analyses how the purchase channel and customer complaint goals affect the sequential choice of post–purchase complaint channels when customers experience a service…

Are your customers grateful? How customer gratitude impacts loyalty programme effectiveness

Anne-Françoise Audrain-Pontevia, Isabelle Garnier

The purpose of this paper is to identify which loyalty programme (LP) benefits are most likely to create consumer gratitude and increase loyalty towards the brand for consumer…