The Role of Value Co-Creation on Retailer Loyalty and Omni-Channel Shopping Frequency

Abstract

PurposeDrawing upon the social network theory (SNT), the aim of this study is to examine the impact of value co-creation (VCC) on retailer loyalty (RL) and omni-channel shopping frequency (OCF) from the consumer perspective.Design/methodology/approachGrounded on SNT, the research focuses on VCC in omni-channel retailing. A paper-based questionnaire was used to examine the role of VCC on OCF and RL, and hypotheses were tested using structural equation modeling (SEM).FindingsThe findings supported the impact of VCC on RL, and in turn, the impact of RL on OCF. However, the results of the analysis reveal that RL has no mediator role between VCC and OCF.Practical implicationsThe study shows the increasing role of VCC on RL, and the important role of RL on OCF. The findings reveal that RL has a significant role for VCC and OCF separately but does not have a mediator role between VCC and OCF. Moreover, the study extends the knowledge on VCC in omni-channel retailing.Originality/valueThe new research model, which was hypothesized from SNT, was validated. In the omni-channel retailing context, the study revealed the consumer perspective on VCC, and also the linkages between VCC, RL and OCF.