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A model of consumer relationships with store brands, personnel and stores in Spain

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Relationship Marketing is an important approach to the study of exchanges. This approach puts emphasis on the development of trust, satisfaction and relational norms to obtain parties' commitment. However, there are very few studies that consider the different levels the consumer relates with. Moreover, a limited number of marketing studies include variables that are often used in economic approaches such as signalling theory, which can enrich the understanding of commercial relationships. Therefore, the proposed multidisciplinary model relates economic variables—the signals that firms send to the market—and key relational variables—satisfaction and trust—considering three relationship levels of trust and satisfaction—store brands, personnel and stores. Results show a transference process among the three levels of trust and confirm that satisfaction and signals are important antecedents of each trust level.

Keywords: Consumer–retailer relationship; brands; multi-level study; satisfaction; signals; trust

Document Type: Research Article


Affiliations: Department of Economic and Business Administration, University of Burgos, Spain

Publication date: 2006-09-01

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