Handbook of Research on Retailer-Consumer Relationship Development Fabio Musso University of Urbino, Department of Economics, Society and Politics (DESP), Italy Elena Druica University of Bucharest, Department of Economic and Administrative Sciences, Romania A volume in the Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series Managing Director: Production Editor: Development Editor: Acquisitions Editor: Typesetter: Cover Design: Lindsay Johnston Jennifer Yoder Erin O’Dea Kayla Wolfe Deanna Jo Zombro Jason Mull Published in the United States of America by Business Science Reference (an imprint of IGI Global) 701 E Chocolate Avenue Hershey PA 17033 Tel: 717-533-8845 Fax: 717-533-8661 E-mail: cust@igi-global.com Web site: http://www.igi-global.com Copyright © 2014 by IGI Global All rights reserved No part of this publication may be reproduced, stored or distributed in any form or by any means, electronic or mechanical, including photocopying, without written permission from the publisher Product or company names used in this set are for identification purposes only Inclusion of the names of the products or companies does not indicate a claim of ownership by IGI Global of the trademark or registered trademark Library of Congress Cataloging-in-Publication Data Handbook of research on retailer-consumer relationship development / Fabio Musso and Elena Druica, editors pages cm Includes bibliographical references and index Summary: “This book offers a complete and updated overview of various perspectives relating to customer relationship management within the retail industry and stimulates the search for greater integration of these views in further research”-Provided by publisher ISBN 978-1-4666-6074-8 (hardcover) ISBN 978-1-4666-6075-5 (ebook) ISBN 978-1-4666-6077-9 (print & perpetual access) Retail trade Customer relations I Musso, Fabio, 1960- II Druica, Elena, 1971HF5429.H2833 2014 658.8’12 dc23 2014007824 This book is published in the IGI Global book series Advances in Marketing, Customer Relationship Management, and EServices (AMCRMES) (ISSN: 2327-5502; eISSN: 2327-5529) British Cataloguing in Publication Data A Cataloguing in Publication record for this book is available from the British Library All work contributed to this book is new, previously-unpublished material The views expressed in this book are those of the authors, but not necessarily of the publisher For electronic access to this publication, please contact: eresources@igi-global.com. Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series Eldon Y Li National Chengchi University, Taiwan & California Polytechnic State University, USA ISSN: 2327-5502 EISSN: 2327-5529 Mission Business processes, services, and communications are important factors in the management of good customer relationship, which is the foundation of any well organized business Technology continues to play a vital role in the organization and automation of business processes for marketing, sales, and customer service These features aid in the attraction of new clients and maintaining existing relationships The Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series addresses success factors for customer relationship management, marketing, and electronic services and its performance outcomes This collection of reference source covers aspects of consumer behavior and marketing business strategies aiming towards researchers, scholars, and practitioners in the fields of marketing management Coverage • B2B Marketing • CRM and Customer Trust • CRM in Financial Services • CRM Strategies • Customer Relationship Management • Data Mining and Marketing • E-Service Innovation • Ethical Considerations in E-Marketing • Legal Considerations in E-Marketing • Online Community Management and Behavior • Relationship Marketing • Social Networking and Marketing • Web Mining and Marketing IGI Global is currently accepting manuscripts for publication within this series To submit a proposal for a volume in this series, please contact our Acquisition Editors at Acquisitions@igi-global.com or visit: http://www.igi-global.com/publish/ The Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series (ISSN 2327-5502) is published by IGI Global, 701 E Chocolate Avenue, Hershey, PA 17033-1240, USA, www.igi-global.com This series is composed of titles available for purchase individually; each title is edited to be contextually exclusive from any other title within the series For pricing and ordering information please visit http://www.igi-global.com/book-series/advances-marketing-customer-relationship-management/37150 Postmaster: Send all address changes to above address Copyright © 2014 IGI Global All rights, including translation in other languages reserved by the publisher No part of this series may be reproduced or used in any form or by any means – graphics, electronic, or mechanical, including photocopying, recording, taping, or information and retrieval systems – without written permission from the publisher, except for non commercial, educational use, including classroom teaching purposes The views expressed in this series are those of the authors, but not necessarily of IGI Global Titles in this Series For a list of additional titles in this series, please visit: www.igi-global.com Handbook of Research on Retailer-Consumer Relationship Development Fabio Musso (University of Urbino, Department of Economics, Society and Politics (DESP), Italy) and Elena Druica (University of Bucharest, Department of Economic and Administrative Sciences, Romania) Business Science Reference • copyright 2014 • 685pp • H/C (ISBN: 9781466660748) • US $380.00 (our price) Strategies in Sports Marketing Technologies and Emerging Trends Manuel Alonso Dos Santos (Universidad Católica de la Santísima Concepción, Chile) Business Science Reference • copyright 2014 • 363pp • H/C (ISBN: 9781466659940) • US $235.00 (our price) Handbook of Research on Consumerism in Business and Marketing Concepts and Practices Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania) and Mohammad Fateh Ali Khan Panni (City University, Bangladesh) Business Science Reference • copyright 2014 • 668pp • H/C (ISBN: 9781466658806) • US $365.00 (our price) Handbook of Research on Management of Cultural Products E-Relationship Marketing and Accessibility Perspectives Lucia Aiello (Unviersitas Mercatorum, Italy) Business Science Reference • copyright 2014 • 486pp • H/C (ISBN: 9781466650077) • US $345.00 (our price) Marketing in the Cyber Era Strategies and Emerging Trends Ali Ghorbani (Payame Noor University, Iran) Business Science Reference • copyright 2014 • 357pp • H/C (ISBN: 9781466648647) • US $185.00 (our price) Transcultural Marketing for Incremental and Radical Innovation Bryan Christiansen (PryMarke, LLC, USA) Salih Yıldız (Gümüşhane University, Turkey) and Emel Yıldız (Gümüşhane University, Turkey) Business Science Reference • copyright 2014 • 588pp • H/C (ISBN: 9781466647497) • US $185.00 (our price) Progressive Trends in Knowledge and System-Based Science for Service Innovation Michitaka Kosaka (Japan Advanced Institute of Science and Technology, Japan) and Kunio Shirahada (Japan Advanced Institute of Science and Technology, Japan) Business Science Reference • copyright 2014 • 511pp • H/C (ISBN: 9781466646636) • US $185.00 (our price) Innovations in Services Marketing and Management Strategies for Emerging Economies Anita Goyal (Indian Institute of Management (IIM), Lucknow, India) Business Science Reference • copyright 2014 • 331pp • H/C (ISBN: 9781466646711) • US $185.00 (our price) 701 E Chocolate Ave., Hershey, PA 17033 Order online at www.igi-global.com or call 717-533-8845 x100 To place a standing order for titles released in this series, contact: cust@igi-global.com Mon-Fri 8:00 am - 5:00 pm (est) or fax 24 hours a day 717-533-8661 Editorial Advisory Board Barry Berman, Hofstra University, USA Steve Burt, University of Stirling, UK Sandro Castaldo, Bocconi University, Italy Gérard Cliquet, University of Rennes, France Guido Cristini, University of Parma, Italy Susan S Fiorito, Florida State University, USA Andrea Gröppel-Klein, Saarland University, Germany Herbert Kotzab, University of Bremen, Germany Peter J McGoldrick, Manchester University, UK Dirk Morschett, University of Fribourg, Switzerland Mirian Palmeira, Federal University of Parana, Brazil Luca Pellegrini, IULM University, Italy Barry Quinn, University of Ulster, UK Bert Rosenbloom, Drexel University, USA Joachim Zentes, Saarland University, Germany List of Reviewers Daniela Andreini, University of Bergamo, Italy Michelle Bonera, University of Brescia, Italy Angelo Bonfanti, University of Verona, Italy Barbara Borusiak, Poznan University of Economics, Poland Angela Caridà, University of Catanzaro, Italy Cecilia Casalegno, University of Turin, Italy Philip Y K Cheng, Australian Catholic University, Australia Chiara Civera, University of Turin, Italy Maria Colurcio, University of Catanzaro, Italy Elisabetta Corvi, University of Brescia, Italy Dan-Cristian Dabija, Babeş-Bolyai University, Romania Ruly Darmawan, Bandung Institute of Technology, Indonesia Ronan de Kervenoael, Sabanci University, Turkey & Aston University, UK Patrizia de Luca, University of Trieste, Italy Giacomo Del Chiappa, University of Sassari, Italy Amalia Dutu, University of Pitesti, Romania Ahmet Ekici, Bilkent University, Turkey Manuela Rozalia Gabor, University of Tỵrgu Mureş, Romania Marco Galvagno, University of Catania, Italy Cristina García Gumiel, Universidad Autónoma de Madrid, Spain Mónica Gómez Suárez, Universidad Autónoma de Madrid, Spain Monica Grosso, EMLYON Business School, France Eda Gurell Atay, University of Puget Sound, USA Alan Hallsworth, Portsmouth University, UK Alicia Izquierdo-Yusta, University of Burgos, Spain Ana Isabel Jiménez-Zarco, Open University of Catalonia, Spain Elior Kinarthy, Rio Hondo College, Canada Dong-Jin Lee, Yonsei University, Korea Isabella Maggioni, Catholic University of Milan, Italy Elisa Martinelli, University of Modena e Reggio, Italy María Pilar Martínez-Ruiz, University of Castilla-La Mancha, Spain Monia Melia, University of Catanzaro, Italy Jan Mikolajczyk, Poznan University of Economics, Poland Francesca Montagnini, University of Milan-Bicocca, Italy Francesca Negri, University of Parma, Italy Wilson Ozuem, University of Hertsfordshire, UK Mirian Palmeira, Federal University of Parana, Brazil Cinzia Maria Rita Panero, University of Genova, Italy Eleonora Pantano, Eindhoven University of Technology, The Netherlands Giuseppe Pedeliento, University of Bergamo, Italy Giovanna Pegan, University of Trieste, Italy Karla Perez, Australian Catholic University, Australia Sanda Renko, University of Zagreb, Croatia Janice Rudkowski, Ryerson University, Canada María Eugenia Ruiz Molina, University of Valencia, Spain Rauno Rusko, University of Lapland, Finland Miguel Ángel Sahagún, University of Texas-Pan American (UTPA), USA Manuel Sánchez-Pérez, University of Almeria, Spain Marialuisa Saviano, University of Salerno, Italy Roberta Sebastiani, Catholic University of Milan, Italy M Joseph Sirgy, Virginia Tech, USA Jason J Turner, University of Abertay Dundee, UK Arturo Z Vasquez-Parraga, University of Texas-Pan American (UTPA), USA Donata Tania Vergura, University of Parma, Italy Kathleen Wolf, University of Washington, USA List of Contributors Andreini, Daniela / University of Bergamo, Italy 471 Bahn, Kenneth D / James Madison University, USA 27 Barile, Sergio / Sapienza, University of Rome, Italy 197 Bonfanti, Angelo / University of Verona, Italy 297 Borusiak, Barbara / Poznan University of Economics, Poland 108 Candelo, Elena / University of Turin, Italy 351 Casalegno, Cecilia / University of Turin, Italy 351 Castaldo, Sandro / Bocconi University, Italy 404 Cheng, Philip Y K / Australian Catholic University, Australia Civera, Chiara / University of Turin, Italy 351 Contrí, Gloria Berenguer / Universidad de Valencia, Spain 384 de Kervenoael, Ronan / Sabanci University, Turkey & Aston University, UK 449 de Luca, Patrizia / University of Trieste, Italy 173 Duţu, Amalia / University of Pitesti, Romania 45 Ekici, Ahmet / Bilkent University, Turkey 27 Escobedo, Pablo José / The University of Texas – Pan American, USA 70 Gardner, Toni / Abertay University, UK 127 Grosso, Monica / EMLYON Business School, France 404 Gumiel, Cristina García / Universidad Autónoma de Madrid, Spain 258 Gurel-Atay, Eda / University of Puget Sound, USA 27 Hallsworth, Alan / Portsmouth University, UK 449 Izquierdo-Yusta, Alicia / University of Burgos, Spain 219 Jiménez-Zarco, Ana Isabel / Open University of Catalonia, Spain 219 Lee, Dong-Jin / Yonsei University, South Korea 27 Maggioni, Isabella / Monash University, Australia 13 Martinelli, Elisa / University of Modena and Reggio Emilia, Italy 86 Martínez-Ruiz, María Pilar / University of Castilla la Mancha, Spain 219 Molina, María Eugenia Ruiz / Universidad de Valencia, Spain 384 Montagnini, Francesca / University of Milan-Bicocca, Italy 336 Negri, Francesca / University of Parma, Italy 426 Palmeira, Mirian / Federal University of Parana (UFPR), Brazil 275 Pantano, Eleonora / University of Calabria, Italy & Eindhoven University of Technology, The Netherlands 371 Pedeliento, Giuseppe / University of Bergamo, Italy 471 Pegan, Giovanna / University of Trieste, Italy 173 10.4018/978-1-4666-6074-8.ch025::1 10.4018/978-1-4666-6074-8.ch025::1 10.4018/978-1-4666-6074-8.ch003::6 10.4018/978-1-4666-6074-8.ch003::6 10.4018/978-1-4666-6074-8.ch011::1 10.4018/978-1-4666-6074-8.ch011::1 10.4018/978-1-4666-6074-8.ch016::1 10.4018/978-1-4666-6074-8.ch016::1 10.4018/978-1-4666-6074-8.ch007::1 10.4018/978-1-4666-6074-8.ch007::1 10.4018/978-1-4666-6074-8.ch019::1 10.4018/978-1-4666-6074-8.ch019::1 10.4018/978-1-4666-6074-8.ch019::2 10.4018/978-1-4666-6074-8.ch019::2 10.4018/978-1-4666-6074-8.ch022::1 10.4018/978-1-4666-6074-8.ch022::1 10.4018/978-1-4666-6074-8.ch001::1 10.4018/978-1-4666-6074-8.ch001::1 10.4018/978-1-4666-6074-8.ch019::3 10.4018/978-1-4666-6074-8.ch019::3 10.4018/978-1-4666-6074-8.ch021::3 10.4018/978-1-4666-6074-8.ch021::3 10.4018/978-1-4666-6074-8.ch024::1 10.4018/978-1-4666-6074-8.ch010::1 10.4018/978-1-4666-6074-8.ch024::1 10.4018/978-1-4666-6074-8.ch010::1 10.4018/978-1-4666-6074-8.ch004::1 10.4018/978-1-4666-6074-8.ch004::1 10.4018/978-1-4666-6074-8.ch003::4 10.4018/978-1-4666-6074-8.ch003::4 10.4018/978-1-4666-6074-8.ch005::3 10.4018/978-1-4666-6074-8.ch005::3 10.4018/978-1-4666-6074-8.ch008::2 10.4018/978-1-4666-6074-8.ch008::2 10.4018/978-1-4666-6074-8.ch022::2 10.4018/978-1-4666-6074-8.ch022::2 10.4018/978-1-4666-6074-8.ch014::2 10.4018/978-1-4666-6074-8.ch014::2 10.4018/978-1-4666-6074-8.ch003::5 10.4018/978-1-4666-6074-8.ch003::5 10.4018/978-1-4666-6074-8.ch024::2 10.4018/978-1-4666-6074-8.ch024::2 10.4018/978-1-4666-6074-8.ch012::3 10.4018/978-1-4666-6074-8.ch012::3 10.4018/978-1-4666-6074-8.ch012::1 10.4018/978-1-4666-6074-8.ch012::1 10.4018/978-1-4666-6074-8.ch003::1 10.4018/978-1-4666-6074-8.ch003::1 10.4018/978-1-4666-6074-8.ch002::1 10.4018/978-1-4666-6074-8.ch002::1 10.4018/978-1-4666-6074-8.ch006::1 10.4018/978-1-4666-6074-8.ch006::1 10.4018/978-1-4666-6074-8.ch012::2 10.4018/978-1-4666-6074-8.ch021::2 10.4018/978-1-4666-6074-8.ch012::2 10.4018/978-1-4666-6074-8.ch021::2 10.4018/978-1-4666-6074-8.ch018::2 10.4018/978-1-4666-6074-8.ch018::2 10.4018/978-1-4666-6074-8.ch023::1 10.4018/978-1-4666-6074-8.ch023::1 10.4018/978-1-4666-6074-8.ch015::1 10.4018/978-1-4666-6074-8.ch020::1 10.4018/978-1-4666-6074-8.ch015::1 10.4018/978-1-4666-6074-8.ch020::1 10.4018/978-1-4666-6074-8.ch025::2 10.4018/978-1-4666-6074-8.ch010::2 10.4018/978-1-4666-6074-8.ch025::2 10.4018/978-1-4666-6074-8.ch010::2 Pekkala, Joni / University of Lapland, Finland 490 Renko, Sanda / University of Zagreb, Croatia 239 Rudkowski, Janice / Helianthus Consulting, Canada & Ryerson University, Canada 318 Rusko, Rauno / University of Lapland, Finland 490 Sahagún, Miguel Ángel / The University of Texas – Pan American, USA 70 Saura, Irene Gil / Universidad de Valencia, Spain 384 Saviano, Marialuisa / University of Salerno, Italy 197 Sebastiani, Roberta / Università Cattolica del Sacro Cuore, Italy 336 Sirgy, M Joseph / Virginia Polytechnic Institute and State University, USA 27 Suárez, Mónica Gómez / Universidad Autónoma de Madrid, Spain 258 Timmermans, Harry / Eindhoven University of Technology, The Netherlands 371 Tng, David / Singapore Institute of Management, Singapore 449 Turner, Jason J / Abertay University, UK 127 Vásquez-Párraga, Arturo Z / The University of Texas – Pan American, USA 70 Vergura, Donata Tania / University of Parma, Italy 86 Wolf, Kathleen L / University of Washington, USA 152 Yu, Grace B / Duksung Women’s University, South Korea 27 10.4018/978-1-4666-6074-8.ch026::2 10.4018/978-1-4666-6074-8.ch026::2 10.4018/978-1-4666-6074-8.ch013::1 10.4018/978-1-4666-6074-8.ch013::1 10.4018/978-1-4666-6074-8.ch017::1 10.4018/978-1-4666-6074-8.ch026::1 10.4018/978-1-4666-6074-8.ch017::1 10.4018/978-1-4666-6074-8.ch026::1 10.4018/978-1-4666-6074-8.ch005::2 10.4018/978-1-4666-6074-8.ch005::2 10.4018/978-1-4666-6074-8.ch021::1 10.4018/978-1-4666-6074-8.ch021::1 10.4018/978-1-4666-6074-8.ch011::2 10.4018/978-1-4666-6074-8.ch011::2 10.4018/978-1-4666-6074-8.ch018::1 10.4018/978-1-4666-6074-8.ch018::1 10.4018/978-1-4666-6074-8.ch003::3 10.4018/978-1-4666-6074-8.ch003::3 10.4018/978-1-4666-6074-8.ch014::1 10.4018/978-1-4666-6074-8.ch014::1 10.4018/978-1-4666-6074-8.ch020::2 10.4018/978-1-4666-6074-8.ch024::3 10.4018/978-1-4666-6074-8.ch020::2 10.4018/978-1-4666-6074-8.ch024::3 10.4018/978-1-4666-6074-8.ch008::1 10.4018/978-1-4666-6074-8.ch008::1 10.4018/978-1-4666-6074-8.ch005::1 10.4018/978-1-4666-6074-8.ch005::1 10.4018/978-1-4666-6074-8.ch006::2 10.4018/978-1-4666-6074-8.ch006::2 10.4018/978-1-4666-6074-8.ch009::1 10.4018/978-1-4666-6074-8.ch009::1 10.4018/978-1-4666-6074-8.ch003::2 10.4018/978-1-4666-6074-8.ch003::2 Table of Contents Foreword xxiv 10.4018/978-1-4666-6074-8.chfwd Preface xxvi 10.4018/978-1-4666-6074-8.chpre Acknowledgment xxxiv 10.4018/978-1-4666-6074-8.chack Section Consumers’ Behavior, Buying Preferences, and Relationships with Retailers 10.4018/978-1-4666-6074-8.chs01 10.4018/978-1-4666-6074-8.chs01 Chapter Customer Perceived Values and Consumer Decisions: An Explanatory Model Philip Y K Cheng, Australian Catholic University, Australia 10.4018/978-1-4666-6074-8.ch001 10.4018/978-1-4666-6074-8.ch001 10.4018/978-1-4666-6074-8.ch001::1 Chapter Identity-Based Consumer Behaviour, Self-Congruity, and Retailer-Consumer Relationships: A Literature Review 13 Isabella Maggioni, Monash University, Australia 10.4018/978-1-4666-6074-8.ch002 10.4018/978-1-4666-6074-8.ch002 10.4018/978-1-4666-6074-8.ch002::1 Chapter Shopping Well-Being and Ill-Being: Toward an Integrated Model .27 Dong-Jin Lee, Yonsei University, South Korea Grace B Yu, Duksung Women’s University, South Korea M Joseph Sirgy, Virginia Polytechnic Institute and State University, USA Ahmet Ekici, Bilkent University, Turkey Eda Gurel-Atay, University of Puget Sound, USA Kenneth D Bahn, James Madison University, USA 10.4018/978-1-4666-6074-8.ch003 10.4018/978-1-4666-6074-8.ch003 10.4018/978-1-4666-6074-8.ch003::1 10.4018/978-1-4666-6074-8.ch003::2 10.4018/978-1-4666-6074-8.ch003::3 10.4018/978-1-4666-6074-8.ch003::4 10.4018/978-1-4666-6074-8.ch003::5 10.4018/978-1-4666-6074-8.ch003::6 Chapter Understanding Consumers’ Behaviour Change in Uncertainty Conditions: A Psychological Perspective 45 Amalia Duţu, University of Pitesti, Romania 10.4018/978-1-4666-6074-8.ch004 10.4018/978-1-4666-6074-8.ch004 10.4018/978-1-4666-6074-8.ch004::1 ... Self-Congruity, and Retailer- Consumer Relationships: A Literature Review,” Isabella Maggioni examines consumer- brand identification as an antecedent of the retailer- consumer relationship Consumers show positive... proposes a literature review of previous research on the role of consumer s self-concept in the development of retailer- customer relationships Focusing on identity-based consumer behaviour, the chapter... list of additional titles in this series, please visit: www.igi-global.com Handbook of Research on Retailer- Consumer Relationship Development Fabio Musso (University of Urbino, Department of Economics,