Evaluating and Managing Brand Repurchase Across Multiple Geographic Retail Markets |
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Authors: | Raj Echambadi Rupinder P Jindal Edward A Blair |
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Institution: | 1. College of Business, University of Illinois at Urbana-Champaign, Champaign, IL 61820, United States;2. Milgard School of Business, University of Washington Tacoma, Tacoma, WA 98402-3100, United States;3. Department of Marketing and Entrepreneurship, C.T. Bauer College of Business, University of Houston, Houston, TX 77204-6021, United States |
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Abstract: | Many companies manage their business on a geographic basis and evaluate marketing metrics and managers correspondingly. Here, using a multi-level dataset from the U.S. retail gasoline industry, we demonstrate inherent differences in the levels of brand repurchase across territories. Furthermore, we show that the effects of factors that may improve repurchase—customer satisfaction and customers’ relational investments—are moderated by market share at the territorial level. Relational investments have relatively more effect on repurchase in territories where a brand's market share is higher, while customer satisfaction has relatively more effect in territories where a brand's market share is lower. These findings imply that one size does not fit all for either evaluating or managing brand performance at a territorial level. |
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Keywords: | Brand loyalty brand repurchase brand performance geographic variation mixed models HLM |
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