Customer experience in luxury services and its behavioral consequence
Study objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty. Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation...
| Autores: | , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2023 |
| País: | Brasil |
| Institución: | Universidade Nove de Julho (UNINOVE) |
| Repositorio: | REMark - Revista Brasileira de Marketing |
| Idioma: | portugués |
| OAI Identifier: | oai:ojs.periodicos.uninove.br:article/20777 |
| Acceso en línea: | https://periodicos.uninove.br/remark/article/view/20777 |
| Access Level: | acceso abierto |
| Palabra clave: | Experiência do Cliente Serviços de Luxo Dimensões da Experiência do Cliente nos Serviços Satisfação Lealdade Customer experience Luxury services Dimensions of customer service experience Satisfaction Loyalty Experiência do cliente Serviços de luxo Dimensões da experiência do cliente nos serviços |
| Sumario: | Study objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty. Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation Model Based on Partial Least Squares (PLS-SEM) was used to test and validate the theoretical models. Main results: The results indicate that the emotional and sensory dimensions have the most impact on experiencing luxury services. As a result, overall customer behavior is positive, with customer satisfaction being most impacted by the experience. Theoretical/methodological contributions: This study investigates the impact and effect of each dimension on a customer’s satisfaction and behavioral attitude to luxury services. Relevance/Originality: This investigation is important as it helps fill in a gap in the literature. Existing literature shows that little attention has been paid to customer experience in services, namely in luxury services that have been forgotten. This investigation assesses the dimensions of customer experience in luxury services. |
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