TY -  JOUR
PY -  2019
SN -  1972-4861
T1 -  Understanding the customer experience-loyalty link: A moderated mediation model
JO -  MERCATI & COMPETITIVITÀ
DA -  9/23/2019 12:00:00 AM
DO -  10.3280/mc3-2019oa8501
UR -  http://www.francoangeli.it/Riviste/Scheda_rivista.aspx?idArticolo=64661
AU -  Ziliani, Cristina
AU -  Ieva, Marco
SP -  51
EP -  69
IS -  3
VL -  
LA -  EN
AB -  Multiple studies have focused on Customer Experience and its relationship with Customer Loyalty. Despite such attention, two research gaps are still open with reference to the Experience-Loyalty link: the mediating role of Customer Satisfaction and the moderating role of consumer characteristics. This study employs a moderated mediation analysis of the relationship between Customer Experience and CustomerLoyalty by including Customer Satisfaction as a mediator and Shopping Enjoyment as a moderator. An online survey on almost three thousand consumers is run with reference to grocery retailing. Results show the role of Customer Satisfaction as a mediator. Shopping Enjoyment interacts with the Negative Affective Customer Experience dimension in its relationship with Customer Satisfaction.
PB -  FrancoAngeli
ER -