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  • 1.
    Hultman, Viktoria
    et al.
    University of Skövde, School of Business.
    Schagerlind, Daniela
    University of Skövde, School of Business.
    Butikslojalitet möter reciprocitet: Hur lättpåverkad är konsumenten?2018Independent thesis Basic level (university diploma), 5 credits / 7,5 HE creditsStudent thesis
    Abstract [en]

    Store loyalty is important for the stores as they can benefit from the loyal customers when it comes to marketing and profitability. Sales techniques are also important to the store as they are a way of influencing consumers in their buying process by providing services or giving the consumer gifts to create a feeling of guilt. The purpose of the report is to investigate how reciprocity can affect the consumer to switch their loyalty to a different store or enhance the loyalty to the store. To fulfill this purpose, we have answered our question. The question is how the sales technique reciprocity affect the consumers store loyalty when it comes to buying clothes. A qualitative method was used, where the survey consisted in interviews with six different representatives in the age group 20-30 years. The interview was designed to find out how respondents store loyalty was affected by reciprocity and if loyalty could be enhanced by reciprocity. From our empirical and theory, we could conclude that reciprocity affects customer loyalty and especially the principles of perceptual contrast and door in the face.

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