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hal.structure.identifierDauphine Recherches en Management [DRM]
dc.contributor.authorPekovic, Sanja
hal.structure.identifierDauphine Recherches en Management [DRM]
dc.contributor.authorRolland, Sylvie
dc.date.accessioned2021-08-31T10:10:05Z
dc.date.available2021-08-31T10:10:05Z
dc.date.issued2020
dc.identifier.issn0969-6989
dc.identifier.urihttps://basepub.dauphine.psl.eu/handle/123456789/21724
dc.language.isoenen
dc.subjectConfigurationen
dc.subjectGenerational cohorten
dc.subjectfuzzy-set qualitative comparative analysisen
dc.subjectfsQCA modelen
dc.titleRecipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experienceen
dc.typeArticle accepté pour publication ou publié
dc.description.abstractenTheoretical literature on customer experience (CX) agrees that the effects of customer experience on customer behavior depend on different combinations of its dimensions. In contrast with unidimensional or integrated approaches to CX, determining customer behavior requires specifying how the dimensions of CX interact. However, empirical research on the interactions between CX dimensions has not, to our minds, progressed sufficiently. Therefore, in this study, we have advanced CX research by empirically demonstrating the ways in which customer loyalty can result from various dimensions; we do this by focusing on synergies between different CX dimensions within a DIY sector. A sample of 603 consumers from France, applied to a fuzzy-set qualitative comparative analysis (fsQCA) model, reveals two configurations that firms can use to achieve superior customer loyalty. The findings also specify that complementarity and substitutability effects result among CX dimensions when they reflect a perfect match, and not simply by adding extra dimensions. Further analysis reveals both distinct features and similarities among generational cohorts, in terms of CX dimensions assessment, and their relevance for customer loyalty. This article thus contributes to existing research by tracing the multiple CX paths that can lead to enhanced performance for firms within the DIY sector.en
dc.relation.isversionofjnlnameJournal of Retailing and Consumer Services
dc.relation.isversionofjnlvol56en
dc.relation.isversionofjnldate2020-09
dc.relation.isversionofdoi10.1016/j.jretconser.2020.102171en
dc.relation.isversionofjnlpublisherElsevieren
dc.relation.forthcomingnonen
dc.description.ssrncandidatenon
dc.description.halcandidateouien
dc.description.readershiprechercheen
dc.description.audienceInternationalen
dc.relation.Isversionofjnlpeerreviewedouien
dc.date.updated2021-04-19T10:26:57Z
hal.identifierhal-03329830
hal.version1
dc.subject.classificationjelHALD - Microeconomics::D1 - Household Behavior and Family Economics::D12 - Consumer Economics: Empirical Analysisen
dc.subject.classificationjelHALC - Mathematical and Quantitative Methods::C8 - Data Collection and Data Estimation Methodology; Computer Programs::C81 - Methodology for Collecting, Estimating, and Organizing Microeconomic Data; Data Accessen
hal.date.transferred2021-08-31T10:10:06Z
hal.author.functionaut
hal.author.functionaut


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