NDLI: An empirical study on the impacts of retail agglomeration image on customer citizenship behavior

Content Provider	IEEE Xplore Digital Library
Author	He Mei-xian Sha Zhen-quan Zhou Fei
Copyright Year	2013
Description	Author affiliation: Sch. of Bus. Adm., South China Univ. of Technol., Guangzhou, China (He Mei-xian; Sha Zhen-quan; Zhou Fei)
Abstract	Retail agglomeration is critical for the development and prosperity of modern metropolis, commodity distribution center and industrial park. According to M-R model and cognitive-affective-behavior theory, retail agglomeration image is the important factor leading to customers' buying behavior and loyalty. Structural Equation Modeling with AMOS7.0 was employed to explore the mediation mechanism of consumer emotion and identification between retail agglomeration image and customer citizenship behavior in this paper. The empirical result shows that consumer identification acts as partial mediator, while customer emotion has no significant direct effect on customer citizenship behavior but indirect effect via customer identification. In other words, consumer emotion and identification act as chain multiple mediating effects. For business operation, this paper reveals an inner impact mechanism of retail agglomeration image on customer citizenship behavior, significantly contributing to customer relationship management especially customer loyalty management.
Starting Page	903
Ending Page	908
File Size	321447
Page Count	6
File Format	PDF
ISBN	9781479904730
ISSN	21551855
e-ISBN	9781479904747
DOI	10.1109/ICMSE.2013.6586385
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2013-07-17
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Atmospheric measurements retail agglomeration image consumer emotion Psychology Atmosphere Mouth Organizations Cognition customer citizenship behavior consumer identification
Content Type	Text
Resource Type	Article

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