| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 11032867 | Journal of Retailing and Consumer Services | 2018 | 9 Pages |
Abstract
Transformative retail services are an emerging business practice in the industry, designed to increase the well-being of customers and non-customers alike. Putting into practice the suggestion of the relevant literature to address additional firm-related outcomes beyond well-being, this research examines the impact of transformative retail services on customer well-being, which in turn is proposed to elevate loyalty intentions via the mediators experienced gratitude, reciprocity, and brand-related evaluations. The findings of one behavioral experiment and one field experiment are presented. While both transformative retail services offered for free as well as paid services increase customer well-being, only free transformative retail services positively affect customer loyalty intentions and its mediators.
Related Topics
Social Sciences and Humanities
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Marketing
Authors
Cord-Christian Troebs, Tillmann Wagner, F. Heidemann,