How interactions influence customer empowerment and satisfaction in the retail industry

Abstract

Interactions with consumers in a retail environment play a fundamental role to increase sales, improve satisfaction and promote loyalty among such consumers, at the same time of improve financial results that may sustain a company long-term. Such face-to-face or online interactions have several components that may cause an improved State of Empowerment perception resulting in a relevant satisfaction, thus, loyalty and retention. For such purpose, the actual study comes to analyze what are those behaviors or actions that bring into play such perception, and how such perception relates to an improved customers' satisfaction.

Determinants of a Variety of Deviant Behaviors: An Analysis of Family Satisfaction, Personality Traits, and Their Relationship to Deviant Behaviors Among Filipino Adolescents

“…Openness to experience is defined as the openness of an individual which is viewed as willingness to look for new experiences and embrace changes, level creativity, and exploration of unfamiliar things (McCrae and John, 1992;Castillo, 2017). Furthermore, individuals with high potential to be open to experiences are considered as willing to experience changes and new adventures in their lives (Jia et al, 2013).…”

“…Extraversion measures the interpersonal interaction of individuals toward other people in the form of being outgoing or shy, as well as the capacity for joy (Castillo, 2017). Additionally, those individuals high in extraversion are sociable, outgoing, assertive, un-reserved, and companionable; those low in extraversion tend to be quiet, reserved, and timid (McCrae and Costa, 1992;Forrester et al, 2016).…”

“…Stressful life experiences and how people cope with them play a vital and important role for certain behavior ( Aleksic and Vukovi, 2018 ). On the other hand, Castillo (2017) stated that personality traits could be defined as the way an individual’s mental world is set in a world that is stable and consistent over time. When it comes to personality traits, one of the most famous and useful models is the Big five model ( McCrae and John, 1992 ) in diverse cultures like American-English, Czech, Dutch, Flemish, Filipino, German, Hungarian, Italian, Japanese, Romanian, and Russian ( de Raad, 2000 ).…”

The Role of Social Environment and Personality: Validation of Antecedents of Intercultural Communication Competence and its Effects on Customer Satisfaction

“…Therefore, considering to measure the interrelationship of customers' personality traits (with cultural indicators) and (intercultural) communication process contributes to better understand and predict the customers' behaviours in a multicultural service environment (Castillo, 2017). In other words, in order to increase positive experiences of customers in the service environment, service providers may consider customers' personalities and communication process (Castillo, 2017;Vater and Schröder-Abé, 2015;Lee and Ciftci, 2014;Sharma et al, 2012) In the present study, trait theory of personality within the multicultural personality perspective will assist in explaining the how individuals' personality affects their perceptions on cultural distance, ICC and IAC.…”

Service Quality and Customer Satisfaction in the Retailing Industry: Evidence from Sarawak, Malaysia

“…Retailing is a cluster of events that is achieved through offering or selling products or services to all types of consumers for their personal, family or institutional use [1]. Therefore, the retailing industry is important for the economies, deeply dynamic and very reactive to economic turnarounds.…”