Cortiñas Ugalde, MónicaElorz Domezain, MargaritaVillanueva Orbaiz, María Luisa2025-01-292025-01-292011-04-15Cortiñas M., Elorz M., Villanueva M.L. (2004) Retail store loyalty management via an analysis of the service elements. International Review of Retail, Distribution and Consumer Research, 14(4), 407-436. https://doi.org/10.1080/09593960420002608700959-396910.1080/0959396042000260870https://academica-e.unavarra.es/handle/2454/53140This paper follows a line of research opened up by a series of authors who use a marketing approach for the study of retail service productivity. Without departing from the line of reasoning established by these authors, the main purpose of this paper is to detect possible differences in marketing productivity within and between different types of retailing services, using a research model that includes both the firm's effort and that of the customer. The two services selected for this purpose are grocery outlets and petrol stations.application/pdfengThis is an Accepted Manuscript version of the following article, accepted for publication in International Review Of Retail, Distribution And Consumer Research. It is deposited under the terms of the Creative Commons Attribution-NonCommercial License.Retailing servicesProductivityConsumer satisfactionStore loyaltyGrocery retailerPetrol stationsStructural equation modellinginfo:eu-repo/semantics/article2025-01-29info:eu-repo/semantics/openAccess