Building customer-equity in supermarket retailing

Abhishek Dwivedi; Bill Merrilees; Dale Miller; Carmel Herington

Building customer-equity in supermarket retailing

Abhishek Dwivedi, Bill Merrilees, Dale Miller, Carmel Herington

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

Abstract

The objective of the current study is to empirically assess and compare the impact of the three components of customer-equity on consumers' loyalty-intentions for the top three firms in the Australian supermarket industry. A study of an online sample of 888 supermarket consumers is conducted to test a number of hypotheses. The results show that all three equities contribute to loyalty-intentions, with value-equity dominant. Woolworths does best in leveraging value-equity, Coles does best in leveraging brand-equity while IGA does best in leveraging relationship-equity. Additionally, value-equity especially, and relationship-equity to a lesser extent, contributes to brand-equity. This study pioneers the cross-analysis of customer-equity by retailer.

Original language	English
Title of host publication	ANZMAC 2010
Subtitle of host publication	proceedings : doing more with less
Editors	Paul Ballantine, Jörg Finsterwalder
Place of Publication	Christchurch, New Zealand
Publisher	University of Canterbury
Pages	1-9
Number of pages	9
ISBN (Print)	9780476178208
Publication status	Published - 2010
Externally published	Yes
Event	Australian and New Zealand Marketing Academy Conference (2010) - Christchurch, New Zealand Duration: 29 Nov 2010 → 1 Dec 2010

Conference

Conference	Australian and New Zealand Marketing Academy Conference (2010)
City	Christchurch, New Zealand
Period	29/11/10 → 1/12/10

Cite this

@inproceedings{7186e9e67b774c31a063a2a481679e4b,

title = "Building customer-equity in supermarket retailing",

abstract = "The objective of the current study is to empirically assess and compare the impact of the three components of customer-equity on consumers' loyalty-intentions for the top three firms in the Australian supermarket industry. A study of an online sample of 888 supermarket consumers is conducted to test a number of hypotheses. The results show that all three equities contribute to loyalty-intentions, with value-equity dominant. Woolworths does best in leveraging value-equity, Coles does best in leveraging brand-equity while IGA does best in leveraging relationship-equity. Additionally, value-equity especially, and relationship-equity to a lesser extent, contributes to brand-equity. This study pioneers the cross-analysis of customer-equity by retailer.",

author = "Abhishek Dwivedi and Bill Merrilees and Dale Miller and Carmel Herington",

year = "2010",

language = "English",

isbn = "9780476178208",

pages = "1--9",

editor = "Paul Ballantine and J{\"o}rg Finsterwalder",

booktitle = "ANZMAC 2010",

publisher = "University of Canterbury",

note = "Australian and New Zealand Marketing Academy Conference (2010) ; Conference date: 29-11-2010 Through 01-12-2010",

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Building customer-equity in supermarket retailing. / Dwivedi, Abhishek; Merrilees, Bill; Miller, Dale et al.
ANZMAC 2010: proceedings : doing more with less. ed. / Paul Ballantine; Jörg Finsterwalder. Christchurch, New Zealand: University of Canterbury, 2010. p. 1-9.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

TY - GEN

T1 - Building customer-equity in supermarket retailing

AU - Dwivedi, Abhishek

AU - Merrilees, Bill

AU - Miller, Dale

AU - Herington, Carmel

PY - 2010

Y1 - 2010

N2 - The objective of the current study is to empirically assess and compare the impact of the three components of customer-equity on consumers' loyalty-intentions for the top three firms in the Australian supermarket industry. A study of an online sample of 888 supermarket consumers is conducted to test a number of hypotheses. The results show that all three equities contribute to loyalty-intentions, with value-equity dominant. Woolworths does best in leveraging value-equity, Coles does best in leveraging brand-equity while IGA does best in leveraging relationship-equity. Additionally, value-equity especially, and relationship-equity to a lesser extent, contributes to brand-equity. This study pioneers the cross-analysis of customer-equity by retailer.

AB - The objective of the current study is to empirically assess and compare the impact of the three components of customer-equity on consumers' loyalty-intentions for the top three firms in the Australian supermarket industry. A study of an online sample of 888 supermarket consumers is conducted to test a number of hypotheses. The results show that all three equities contribute to loyalty-intentions, with value-equity dominant. Woolworths does best in leveraging value-equity, Coles does best in leveraging brand-equity while IGA does best in leveraging relationship-equity. Additionally, value-equity especially, and relationship-equity to a lesser extent, contributes to brand-equity. This study pioneers the cross-analysis of customer-equity by retailer.

M3 - Conference proceeding contribution

SN - 9780476178208

SP - 1

EP - 9

BT - ANZMAC 2010

A2 - Ballantine, Paul

A2 - Finsterwalder, Jörg

PB - University of Canterbury

CY - Christchurch, New Zealand

T2 - Australian and New Zealand Marketing Academy Conference (2010)

Y2 - 29 November 2010 through 1 December 2010

ER -

Building customer-equity in supermarket retailing

Abstract

Conference

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