dc.creatorGoić, Marcel
dc.creatorLevenier, Camilo
dc.creatorMontoya Moreira, Ricardo Esteban
dc.date.accessioned2023-05-19T20:46:33Z
dc.date.accessioned2023-09-14T21:45:53Z
dc.date.available2023-05-19T20:46:33Z
dc.date.available2023-09-14T21:45:53Z
dc.date.created2023-05-19T20:46:33Z
dc.date.issued2021
dc.identifier10.1016/j.jretconser.2021.102505
dc.identifier1873-1384
dc.identifier0969-6989
dc.identifier2-s2.0-85103319190
dc.identifierhttps://doi.org/10.1016/j.jretconser.2021.102505
dc.identifierhttps://repositorio.uc.cl/handle/11534/69812
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/8798965
dc.description.abstractThe design of satisfactory shopping experiences remains one of the main challenges for building long-term profitability in modern retailing. Therefore, companies are interested in identifying the key drivers of the service execution that shape customer shopping satisfaction. In this study, we developed a standardized questionnaire for evaluating the shopping experience, and conducted a large study in several grocery stores across different formats during a time span of five years. The resulting rich dataset enabled us to uncover interesting patterns using both individual and store-level analyses. Our results indicate that larger store formats are associated with greater satisfaction levels. When looking at the marginal effects of the various elements of customer service, we found that some specific elements of service execution present significant differences across store formats. In addition, we identified loss aversion on shopping experience, since poor performance impacts more on customer satisfaction than superior performance. Finally, our store-level analysis sheds light on how changes in the service performance determine changes in the shopping experience in the same store. These implied results may guide store and chain managers to evaluate the role of the store execution elements better, and to design the customer shopping experience successfully.
dc.languageen
dc.rightsacceso restringido
dc.subjectService quality
dc.subjectCustomer shopping satisfaction
dc.subjectStore formats
dc.subjectLongitudinal analysis
dc.titleDrivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats
dc.typeartículo


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