The Transformative Role of Customer Well-being in Retail Experiences

Área de publicación Marketing
Tipo de publicación Working Papers
Lugar de publicación UAI
Fecha de publicación 2020
Autores Constanza Bianchi - Pilar Gardiazabal - Abu Saleh

The purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market. Transformative studies have been conducted mostly in developed countries, and consumer well-being in a Latin American supermarket context has not been addressed previously. Specifically, this study aims to understand if customer satisfaction with a supermarket experience in Chile leads to positive customer well-being. Additionally, it is examined if customer well-being influences firm outcomes, such as customer loyalty, word-of-mouth communication or retailer equity.

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