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Title: Nudging customers to engage in loyal behaviour with reference to supermarkets/hypermarkets in Lebanon
Authors: Charbaji, Suzanne A.
Jibai, Fadi
Dagher, Walid 
Affiliations: Department of Business Management and Administration 
Keywords: Consumer Behaviour
Structured Marketing Strategies
Customer Support
Personalize Customer Interactions
Customer Retention
Path Analysis
Issue Date: 2020
Part of: International journal of mechanical and production engineering research and development (IJMPERD)
Volume: 10
Issue: 3
Start page: 7693
End page: 7704
The main objective of this investigation is to determine the predictors of customer loyalty through the eyes of owners and managers of supermarkets / hypermarkets in Lebanon. The constructed causal model used for this research is a modified model of Laura Bassetts customer journey model (Bassett 2013, 2). It provides a logical causal model for the antecedents and consequences of customer support in Supermarkets / Hypermarkets in Lebanon. Concepts of personalize customer interactions are borrowed from Six Sigma - quality management theory-, and concepts related to customer support are borrowed from Steve Blanks Lean philosophies of marketing strategy while concepts related to understanding consumer behaviour are borrowed from implementing the CRM analytical approach. All of these concepts are used in constructing the questionnaire and building the causal model. Findings of this investigation provide strategic insights and practical thinking that have important implications for understanding and overcoming obstacles facing customer retention.
Open URL: Link to full text
Type: Journal Article
Appears in Collections:Department of Business Management and Administration

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