Title: An empirical study of retailing loyalty in the stone industry

Authors: Phuong V. Nguyen; Hoang M.P.T. Le; Thao D.D. Bui

Addresses: The School of Business, International University, Vietnam National University-HCMC, Quarter 6, Linh Trung Ward, Thu Duc District, Ho Chi Minh City, Vietnam ' The School of Business, International University, Vietnam National University-HCMC, Quarter 6, Linh Trung Ward, Thu Duc District, Ho Chi Minh City, Vietnam ' The School of Business, International University, Vietnam National University-HCMC, Quarter 6, Linh Trung Ward, Thu Duc District, Ho Chi Minh City, Vietnam

Abstract: This paper aims to investigate how relationship quality can drive business partner's word-of-mouth communication and loyalty in the business-to-business context. Furthermore, how cooperation and interrelation between suppliers and retailers in the construction industry would achieve sustainable competitive advantages. Finally, the problems accompanied with relationship quality affecting long-term development and preservation of business connections between retailers and main suppliers. This paper uses the PLS-SEM approach to analyse a data collection of 340 respondents, who represent retailers selling granite and construction materials in Ho Chi Minh City, Vietnam. The research finds some notable results: product quality is an important determinant, which has a strong impact on satisfaction, commitment, trust and loyalty. Besides, the result also supports that the higher the level of loyalty, the better effective the marketing channel from word-of-mouth is. Managerial implications are also recommended for managers to establish strategies to maintain and develop the relationships with their retailers.

Keywords: stone retailing industry; relationship quality; loyalty; word-of-mouth.

DOI: 10.1504/IJBIR.2020.107836

International Journal of Business Innovation and Research, 2020 Vol.22 No.2, pp.157 - 180

Received: 22 Dec 2017
Accepted: 06 Oct 2018

Published online: 19 Jun 2020 *

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