The customer retail app experience: Implications for customer loyalty

Molinillo, Sebastián; Aguilar-Illescas, Rocío; Anaya‐Sánchez, Rafael; Carvajal-Trujillo, Elena

doi:10.1016/j.jretconser.2021.102842

Cited by 70 publications

(46 citation statements)

References 91 publications

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“…In the current literature, we find approaches to consumer behavior from an affective perspective where researchers are focused on the confluence between mental processes, personality, and consumer behavior (Lemon and Verhoef, 2016 ; Lim et al, 2018 ; Molinillo et al, 2022 ). Our study was based on the premise that in the online environment motivational factors (affective, psychological, cognitive, and attitudinal factors) significantly influence consumer behavior and purchase decisions (Marc, 2015 ).…”

Section: Discussionmentioning

confidence: 99%

A new approach to econometric modeling in digitized consumer behavior

et al. 2022

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Given how identifying motivational factors of online purchasing is critical to the success of online retailers, research on the antecedents of online customer experience (cognitive and affective experiential states) has attracted widespread attention. In this study, we conducted an extensive survey to identify major behavioral changes in the online buyer, and based on the age of the respondents we synthesized the findings into an econometric model to explain the impact of cultural, social, personal, and psychological traits on online purchasing. Our survey identified a myriad of motivational factors that influence online buyers' psychological perceptions and the impact of those factors has been reported. The proposed econometric model would help online retailers to better understand the motivational factors behind online customers' purchasing decisions. It also serves to inform the academic community of recent trends in this stream of research and shed light on future research.

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Section: Discussionmentioning

confidence: 99%

A new approach to econometric modeling in digitized consumer behavior

et al. 2022

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“…Cheng et al (2019) find that service recovery positively affects customer loyalty. Molinillo et al (2022) show that customer retail experience contributes to customer loyalty. All these studies have shown that sustaining customer loyalty is significant for the success and the survival of businesses.…”

Section: Sustaining Customer Loyalty Of Ffe 669mentioning

confidence: 99%

“…(2019) find that service recovery positively affects customer loyalty. Molinillo et al. (2022) show that customer retail experience contributes to customer loyalty.…”

Section: Introductionmentioning

confidence: 99%

Sustaining customer loyalty of fresh food e-tailers: an empirical study in China

Cui

Deng

et al. 2022

APJML

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PurposeWith the rapid development of fresh food e-commerce, sustaining customer loyalty is becoming critical for fresh food e-tailers (FFE) to be competitive. This study aims to investigate how to sustain customer loyalty of FFE in China.Design/methodology/approachA comprehensive literature review leads to the development of a conceptual model using the American customer satisfaction index (ACSI). This model is then tested and validated through structural equation modelling (SEM) of the survey data in China.FindingsThe study reveals that trust and perceived product risk significantly affect customer loyalty. It states that trust is significantly influenced by customer satisfaction and perceived product risk. Furthermore, the study shows that perceived risk of online shopping does not significantly influence customer trust and loyalty.Originality/valueThis study is the first in China for exploring how to sustain customer loyalty of FFE. The findings are significant for FFE to develop customer loyalty by formulating appropriate policies and strategies.

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“…The concept of brand experience is crucial for establishing a good connection between consumers and brands. Brakus et al’s (2009) four-dimensional approach is a widely accepted method ( Molinillo et al, 2021 ; Prentice and Nguyen, 2021 ; Safeer et al, 2021 ), which classifies brand experience into four dimensions: sensory experience, emotional experience, cognitive experience, and behavioral experience.…”

Section: Theoretical Background and Hypothesis Formulationmentioning

confidence: 99%

Repurchase intentions of new e-commerce users in the COVID-19 context: The mediation role of brand love

Ding

et al. 2022

Front. Psychol.

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The use of e-commerce has exploded due to the impact of COVID-19. People with no experience in e-commerce prior to the COVID-19 pandemic began online shopping for their safety following the pandemic outbreak. As such, these newly joined customers have played a vital role in the rapid development of e-commerce. Maintaining these customers and increasing their repurchase intention is a core issue for e-commerce platform companies. Thus, using new e-commerce users as the participants, this study investigated the structural relationship between brand experience, brand emotional factors (brand attachment and brand love), brand loyalty, and repurchase intention with brand love as the mediator. Research on the multidimensional brand experience (i.e., sensory, emotional, behavioral, and cognitive) from Chinese customers’ perspective is still lacking, and our study attempts to fill this gap. A structured questionnaire and hypotheses were designed based on studies and survey of 310 respondents from China in this study. The study results show that, first, the four dimensions of brand experience have a significant positive correlation with brand emotion, with brand cognitive experience having the greatest impact on consumer brand emotion. Second, the influence of brand emotion on brand loyalty is positive and significant, and brand attachment has a stronger influence than brand love on brand loyalty. In addition, brand loyalty has a positive effect on repurchase intention. Finally, brand love plays a mediating role on the relationship between brand attachment and brand loyalty. To enhance customers’ brand attachment and love for e-commerce platforms, companies must enhance customers’ interest and curiosity in their products. And companies will improve their services to customers by introducing artificial intelligence algorithms to increase customers’ repurchase intention, which will ultimately increasing their profitability. This study contributes to the development of e-commerce platform companies.

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The customer retail app experience: Implications for customer loyalty

Cited by 70 publications

References 91 publications

A new approach to econometric modeling in digitized consumer behavior

A new approach to econometric modeling in digitized consumer behavior

Sustaining customer loyalty of fresh food e-tailers: an empirical study in China

Repurchase intentions of new e-commerce users in the COVID-19 context: The mediation role of brand love

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