Influence of relationship marketing investment on customer's gratitude and loyalty in retailers (Case Study: Hakopian Chain Store Customers)

Subject Areas : Jounal of Marketing Management

nadereh sadat najafi zadeh ¹ , afsaneh tabzar ²

1 - Assistant Professor, Department of Business Management, Arak Branch, Islamic Azad University, Arak, Iran
2 - Master of Business Management, Arak Branch, Islamic Azad University, Arak, Iran

Received: 2018-12-29 Accepted : 2019-08-16 Published : 2018-12-22

Keywords: Investing in relationship marketing, customer appreciation, behavioral loyalty, perceived benevolence by the client,

Abstract :

Relationship marketing has defended as a development and maintenance of the long-term relationship with the customers، and has strong impact on the theory and marketing during the two past decades. Marketing is a bilateral relation and must share important interests. Customer gratitude and gratitude plays a key role in the creation and development of successful exchanges, the relationship between the seller and the buyer. Also, customer perceived benevolence in relation to companies is the tangible and intangible benefits they receive in relation to retailers. In this research the researcher tries to exam in the Influence of relationship marketing investments on customer's gratitude and loyalty in retailer. The statistical population of this research is the customers of the Hakupian stores. The existing research is of a practical and causal nature because it measures the impact. And the number of statistical samples analyzed using a questionnaire of 358 of the customers of the Hakupian stores. The validity and reliability of the questionnaire has been confirmed. Hypothesis of this research have been tested by LIZREL software. This study of the story It argues that investing in relationship marketing tactics such as direct mail, tangible rewards, interpersonal relationships, preferential treatment, with the role of the mediator of customer perceived benevolence, has a positive impact on customer gratitude and, consequently, on behavioral loyalty.  

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