Impact of customer experience on loyalty: a multichannel examination

Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; Berthiaume, Bilitis

doi:10.1080/02642069.2017.1322959

Cited by 112 publications

(111 citation statements)

References 71 publications

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“…Based on these results, hypothesis 3 (H3) which experience has a positive and significant effect on loyalty is accepted. These results support the previous research of Nobar and Rostamzadeh (2018) and Brun, et al (2017), in which both examines in the service industry, shows that experience significantly influences loyalty. The result also supported by Wijaithammarit and Taechamaneestit (2012), conducted on Supercenter buyers in Thailand.…”

Section: Discussionsupporting

confidence: 92%

Effect of Experience in Building Satisfaction, Trust and Loyalty

Pramita

2019

JAM

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The purpose of this study is to explain the effect of experience on satisfaction, trust and loyalty. This study was conducted on inpatients service users in RSIA Puri Bunda Denpasar with a total of 100 respondents. Data analyzed with Partial Least Square technique. The results showed that experience, satisfaction and trust had a positive and significant effect on loyalty, experience had a positive and significant effect on satisfaction and experience had a positive and significant effect on trust. The implications of this study can be used as the basis for the management of the hospital to improve services and facilities, gathering and handling complaints to provide a good experience so that impact on patient loyalty. Suggestions for future research is to complement and enrich empirical studies related to this topic using other variables. Future research also needs to enrich empirical studies using other subjects and even other research locations. And with the technique of determining samples in addition to purposive sampling, for example, random sampling techniques.

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Section: Discussionsupporting

confidence: 92%

Effect of Experience in Building Satisfaction, Trust and Loyalty

Pramita

2019

JAM

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“…In this way retailers, can get real fans instead of just customers (Alfaro 2012). Therefore, it is relevant to identify which types of experiences involve engagement (Brun et al 2017), in order to stimulate this type of experience.…”

Section: Discussionmentioning

confidence: 99%

“…Shopping experience research relates these experiences to satisfaction, relegating consumer behavior to the background, and not identifying that marketing actions are what lead to loyal and committed customers (Brun et al 2017). Tsaur et al (2007) examine whether experiences of experiential marketing have positive effects on consequent visitors' behaviors.…”

Section: Introductionmentioning

confidence: 99%

Developing the Marketing Experience to Increase Shopping Time: The Moderating Effect of Visit Frequency

Cachero-Martínez

Vázquez‐Casielles

2018

Administrative Sciences

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In the retail sector, the creation of shopping experiences becomes increasingly important to obtain a competitive advantage, and to meet consumers' needs and desires. Knowing how to design and apply these experiences can stimulate consumer engagement and their intention to spend more time at the retailer. Under this premise, the objective of this research is to analyze the relationship between different shopping experience dimensions, consumers' engagement, and their willingness to spend more time at the retailer. Using survey methodology on a sample of 527 consumers, the results show that shopping experiences stimulate the consumers' engagement and their predisposition to spending more time at the store. In addition, a moderating effect of visit frequency to the retailer is observed, such that the higher this is, the more intense the relationship between experience dimensions and consumer engagement will be.

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“…CSX is posited by us as one of loyalty's antecedents and an important upshot (Tartaglione et al, 2019; Kim & Choi, 2013); excellent satisfaction causes excellent repeat purchase and loyalty, increased growth and financially optimal performance. Taking into consideration that our conceptualization of CSX embraces not only perceived quality of services provided by service firms, but also customers' perception of "total experience," we suggest that CSX results in customer loyalty (Brun et al, 2017). To fill this gap in the existing literature, we hypothesize that:…”

Section: The Consequences Of Csxmentioning

confidence: 99%

Measuring Customer Service Experience in Offline and Online Retail Environments

Chu¹

2021

Preprint

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Spectacular shifts have been led to by The COVID-19 crisis in consumer behavior. Retailers will have to work hard to meet ever-evolving customer service experience with respect to the ways in which it may be differently affected by offline or online transactions in order to win and stay relevant. We suggest an integrative framework and construct customer service experience hypotheses, based on its antecedents and consequences that will contribute to academic study as well as managerial implications. The hypotheses are tested by a simultaneous equation model employing two data sets of the retail industry's offline and online customers. In this study, 571 samples of these businesses, 319 and 252 respondents from offline and online retail channels, respectively, were collected by means of an online web survey of consumers. The results show that the impact of consequences and antecedents of CSX differs based on the media utilized. The integrative framework of CSX in its online medium is far more effective than its explanatory power offline. The outcomes are reasonably counterintuitive in so far as they demonstrate that while most elements of CSX where a service is selected offline is the same in terms of customer loyalty and value equity, the emotional element related to the service provider is higher when the service is selected offline rather than online. These outcomes indicate that, contrary to popular fears, the online medium enables firms to develop a loyal customer foundation. These findings offer perceptivity into how an online channel could be used to better complement the offline channel, contributing towards new knowledge and understanding on CSX and how it may be utilized for managerial decision-making.

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Impact of customer experience on loyalty: a multichannel examination

Cited by 112 publications

References 71 publications

Effect of Experience in Building Satisfaction, Trust and Loyalty

Effect of Experience in Building Satisfaction, Trust and Loyalty

Developing the Marketing Experience to Increase Shopping Time: The Moderating Effect of Visit Frequency

Measuring Customer Service Experience in Offline and Online Retail Environments

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