Title: Customer Experience of Value: Some Insights into the Satisfaction–Loyalty Link and Customer Loyalty Retention: An Abstract
Abstract: This study responds to the call for more conceptual and theoretical work for the knowledge development in the field of marketing. This study aims at providing insights into customer experience from the aspect of value and its link to the relationship between customer satisfaction and customer loyalty, as well as its link to customer loyalty retention. This study reviews past studies of customer experience and customer value, customer loyalty and customer retention, and the relation between customer satisfaction and customer loyalty. Accordingly, this study proposes a conceptual framework that depicts the possible influential factors for employing customer experience of value in the processes of strengthening the relationship between customer satisfaction and customer loyalty, and in retaining the loyalty of loyal customers. In addition, the conceptual framework depicts the possible effects of customer experience of value on the pre-existing causal relationship between customer satisfaction and customer loyalty, and on customer loyalty retention. This study contributes to relevant research areas by providing the theoretical background for the possible answers regarding defining the formation process to convert satisfied customers into loyal ones through customer experience of value, and which aspect is important to retain customer loyalty after the success of transformation through customer experience of value. This study advances the research on customer experience and customer value regarding the consequences of consumer experience by providing insights into the impact of customer experience of value on the relationship between customer satisfaction and customer loyalty, and on the retention of customer loyalty; and regarding the effect of customer experience management on business performance by exploring the issue from the aspect of managing customer experience of value for building and retaining customer loyalty. In addition to research implications for service researchers, this study provides practical implications for managers in the service outlets and frontline service employees.
Publication Year: 2020
Publication Date: 2020-01-01
Language: en
Type: book-chapter
Indexed In: ['crossref']
Access and Citation
Cited By Count: 1
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