Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach

Research into the influence of service quality on customer loyalty has typically focused on confirming isolated direct causal influences regarding particular dimensions of quality, usually undertaken in the context of positive, firm-customer relations. The present study extends analysis of these factors through a new lens. First, the study was undertaken in a market context following a crisis that has had far-reaching consequences for customers’ relational behaviors. We explore the case of the Spanish banking industry, a sector that accurately reflects these new relational conditions, including a rising demand for more socially responsible banking. Second, we propose a holistic model that combines the effects of four key factors associated with service quality (outcome, personnel, servicescape and social qualities). We also apply an innovative predictive methodological technique using partial least squares (PLS) and qualitative comparative analysis (QCA) that enables us not only to determine the direct causal effects among variables, but also to consider different scenarios in which to predict customer loyalty. The results highlight the role of outcome and social qualities. The novelty of the social qualities factor helps to underscore the importance of social, ethical and sustainable practices to customer loyalty, although personnel and servicescape qualities must also be present to improve the predictive capability of service quality on loyalty

A Synthesis of the Literature on the Relationship Between Food Access and Overweight and Obesity in African American Adolescents

Food access shapes a community’s nutritional environment and impacts the health and physical well-being of its residents. When a community does not have adequate access to outlets that offer healthy options, it is difficult to maintain a healthy diet. As a result, we often see higher rates of chronic disease, overweight and obesity among some populations. African American communities may be disproportionately affected by overweight and obesity because of limited food access. This literature review examines the public health significance of food access and how the presence of full service grocery stores impacts eating habits and overweight and obesity among African American adolescents. The results are primarily cross-sectional studies organized and presented in three sections: (1) food environment, (2) eating habits, and (3) policy implications. The findings in this literature review suggest that the problem of overweight and obesity in African American adolescents is indeed a multi-faceted issue. While there does appear to be a correlation between access to full service supermarkets and eating behaviors, overweight and obesity, there are other factors to consider. It is unclear if the presence of more full-service supermarkets alone is enough to significantly impact a reduction of overweight and obesity among African-American youth. While quantitative studies provide important baseline data, researchers should consider developing qualitative studies that may offer additional insight into individual, family and environmental factors that vary geographically

E-Fulfillment and Multi-Channel Distribution – A Review

This review addresses the specific supply chain management issues of Internet fulfillment in a multi-channel environment. It provides a systematic overview of managerial planning tasks and reviews corresponding quantitative models. In this way, we aim to enhance the understanding of multi-channel e-fulfillment and to identify gaps between relevant managerial issues and academic literature, thereby indicating directions for future research. One of the recurrent patterns in today’s e-commerce operations is the combination of ‘bricks-and-clicks’, the integration of e-fulfillment into a portfolio of multiple alternative distribution channels. From a supply chain management perspective, multi-channel distribution provides opportunities for serving different customer segments, creating synergies, and exploiting economies of scale. However, in order to successfully exploit these opportunities companies need to master novel challenges. In particular, the design of a multi-channel distribution system requires a constant trade-off between process integration and separation across multiple channels. In addition, sales and operations decisions are ever more tightly intertwined as delivery and after-sales services are becoming key components of the product offering.Distribution;E-fulfillment;Literature Review;Online Retailing

A Roadmap to Reduce U.S. Food Waste by 20 Percent

The magnitude of the food waste problem is difficult to comprehend. The U.S. spends $218 billion a year -- 1.3% of GDP -- growing, processing, transporting, and disposing of food that is never eaten. The causes of food waste are diverse, ranging from crops that never get harvested, to food left on overfilled plates, to near-expired milk and stale bread. ReFED is a coalition of over 30 business, nonprofit, foundation, and government leaders committed to building a different future, where food waste prevention, recovery, and recycling are recognized as an untapped opportunity to create jobs, alleviate hunger, and protect the environment -- all while stimulating a new multi-billion dollar market opportunity. ReFED developed A Roadmap to Reduce U.S. Food Waste as a data-driven guide to collectively take action to reduce food waste at scale nationwide.This Roadmap report is a guide and a call to action for us to work together to solve this problem. Businesses can save money for themselves and their customers. Policymakers can unleash a new wave of local job creation. Foundations can take a major step in addressing environmental issues and hunger. And innovators across all sectors can launch new products, services, and business models. There will be no losers, only winners, as food finds its way to its highest and best use

Dynamic Pricing, Advanced Metering, and Demand Response in Electricity Markets

Presents an overview and analysis of the possible approaches to bringing an active demand side into electricity markets. Part of a series of research reports that examines energy issues facing California

Sustainable consumption: towards action and impact. : International scientific conference November 6th-8th 2011, Hamburg - European Green Capital 2011, Germany: abstract volume

This volume contains the abstracts of all oral and poster presentations of the international scientific conference „Sustainable Consumption – Towards Action and Impact“ held in Hamburg (Germany) on November 6th-8th 2011. This unique conference aims to promote a comprehensive academic discourse on issues concerning sustainable consumption and brings together scholars from a wide range of academic disciplines. In modern societies, private consumption is a multifaceted and ambivalent phenomenon: it is a ubiquitous social practice and an economic driving force, yet at the same time, its consequences are in conflict with important social and environmental sustainability goals. Finding paths towards “sustainable consumption” has therefore become a major political issue. In order to properly understand the challenge of “sustainable consumption”, identify unsustainable patterns of consumption and bring forward the necessary innovations, a collaborative effort of researchers from different disciplines is needed