The Importance of the Service and Shopping Customer Experience in a Retail Environment
The Importance of the Service and Shopping Customer Experience in a Retail Environment
复制标题
零售环境中服务和购物客户体验的重要性
DOI：
10.1080/15332667.2019.1619064
复制
发表时间：
2019
影响因子：
--
通讯作者：
Pavlos Ioannou Katidis
中科院分区：
文献类型：
--
作者：
I. Roozen;Pavlos Ioannou Katidis
在服务行业中，服务和购物体验的重要性一直在增长，顾客及其对体验的满意度被视为服务管理的关键因素。尽管研究人员承认有必要通过顾客的视角来审视服务体验，但对于服务和购物体验的前因和结果，仍有很多需要了解的地方。本文研究：(1)“顾客-员工关系”对不同年龄和性别群体的服务和购物体验的重要性；(2)服务体验和购物体验对顾客满意度、忠诚度和推荐意愿的影响。在研究1中，这些关系将被分析参与者自己的经历。在研究2中，我们要求参与者评估具有特定客户-员工关系的特定服务和购物体验的假设控制场景，并测量客户满意度，忠诚度和推荐意愿。研究1的结果表明，消费者的年龄和性别在满意的服务和购物体验中都起着重要的作用，这反过来又会导致消费者对服务产品和/或服务提供者的满意度、保留率和口碑传播的增加。研究2表明，在商店的负面服务体验可以被商店的积极购物体验显著地“恢复”，反之亦然，并且这些结果不受性别或年龄的影响。
Abstract The importance of the service and shopping experience has been gaining momentum in the service industry, with customers and their satisfaction with their experience being perceived as critical factors in service management. Despite researchers acknowledging the need to examine the service experience through the lens of the customer, there is still much to understand of antecedents and outcomes of service and shopping experiences. This article investigates: (1) the importance of “the customer-employee relationship” on the service and shopping experiences for different age and gender groups; and (2) the effect of the service and shopping experiences on customer satisfaction, loyalty, and intention to recommend. In Study 1, these relationships will be analyzed for experiences of the participants themselves. In Study 2, we asked the participants to evaluate a hypothetical controlled scenario of a certain service and shopping experience with a certain customer-employee relationship, and measure customer satisfaction, loyalty, and the intention to recommend. The results of Study 1 indicate that both consumers’ age and gender play a significant role in satisfying service and shopping experiences, which in turn can lead to increased consumers’ satisfaction, retention, and word-of-mouth communication about the service product and/or service provider. Study 2 shows that a negative service experience in a store can significantly be “restored” by a positive shopping experience in the store and vice versa, and that these results are not influenced by gender or age.
影响因子：
18.2
作者：
Labrecque, Lauren I.;Milne, George R.
通讯作者：
Milne, George R.
SiO_x薄膜等离子体射流辐照毫秒热处理形成硅纳米晶及其浮栅存储器应用（二）
DOI：
--
发表时间：
2009
期刊：
影响因子：
--
作者：
T. Okada;T. Okada;H. Furukawa;H. Furukawa;T. Yorimoto;T. Okada;岡田竜弥
通讯作者：
岡田竜弥