Customer experience in luxury services and its behavioral consequence

Detalhes bibliográficos
Autor(a) principal: Brandão, Amélia
Data de Publicação: 2023
Outros Autores: Fernandes, Sara Dias, Rodrigues, Paula
Tipo de documento: Artigo
Idioma: por
Título da fonte: REMark - Revista Brasileira de Marketing
Texto Completo: https://periodicos.uninove.br/remark/article/view/20777
Resumo: Study objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty.  Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation Model Based on Partial Least Squares (PLS-SEM) was used to test and validate the theoretical models.  Main results: The results indicate that the emotional and sensory dimensions have the most impact on experiencing luxury services. As a result, overall customer behavior is positive, with customer satisfaction being most impacted by the experience.  Theoretical/methodological contributions: This study investigates the impact and effect of each dimension on a customer’s satisfaction and behavioral attitude to luxury services.  Relevance/Originality: This investigation is important as it helps fill in a gap in the literature. Existing literature shows that little attention has been paid to customer experience in services, namely in luxury services that have been forgotten. This investigation assesses the dimensions of customer experience in luxury services.
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spelling Customer experience in luxury services and its behavioral consequenceExperiência do cliente em serviços de luxo e as suas consequências comportamentaisCustomer experience in services luxury and its consequences behavioralExperiência do ClienteServiços de LuxoDimensões da Experiência do Cliente nos ServiçosSatisfaçãoLealdadeCustomer experienceLuxury servicesDimensions of customer service experienceSatisfactionLoyaltyExperiência do clienteServiços de luxoDimensões da experiência do cliente nos serviçosSatisfaçãoLealdadeStudy objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty.  Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation Model Based on Partial Least Squares (PLS-SEM) was used to test and validate the theoretical models.  Main results: The results indicate that the emotional and sensory dimensions have the most impact on experiencing luxury services. As a result, overall customer behavior is positive, with customer satisfaction being most impacted by the experience.  Theoretical/methodological contributions: This study investigates the impact and effect of each dimension on a customer’s satisfaction and behavioral attitude to luxury services.  Relevance/Originality: This investigation is important as it helps fill in a gap in the literature. Existing literature shows that little attention has been paid to customer experience in services, namely in luxury services that have been forgotten. This investigation assesses the dimensions of customer experience in luxury services.Objetivo do estudo: Avaliar as dimensões da experiência do cliente nos serviços de luxo assim como as consequências comportamentais dessa experiência nos clientes: a satisfação e a lealdade.  Metodologia/Abordagem: Foi utilizada uma metodologia quantitativa. Obteve-se 482 respostas ao questionário. Utilizou-se um Modelo de Equação de Estrutura Baseada em Mínimos Quadrados Parciais – PLS-SEM para testar e validar os modelos teóricos.  Principais resultados: Os resultados indicam que as dimensões afetiva e sensorial são as que mais contribuem para a criação da experiência nos serviços de luxo. Como resultado, verifica-se que no geral o comportamento do cliente é positivo, sendo a satisfação mais impactada pela experiência.  Contribuições teóricas/metodológicas: Este estudo averigua qual o impacto e o efeito de cada dimensão na satisfação e na atitude comportamental do cliente de luxo. Relevância/Originalidade: Esta investigação é importante para preencher uma lacuna na literatura. A literatura existente indica que tem sido dada pouca atenção à experiência do cliente nos serviços, nomeadamente nos serviços de luxo que têm sido esquecidos. A investigação avalia então as dimensões da experiência do cliente nos serviços de luxo.Study objective: Evaluate the dimensions of the customer experience in luxury services as well as the behavioral consequences of this experience on customers: satisfaction and loyalty.Methodology/Approach: The methodology used was a quantitative methodology. 482 responses to the questionnaire were obtained. A Structure Equation Model Based on Partial Least Squares – PLS-SEM was used to test and validate the theoretical models.Main results: The results indicate that the affective and sensory dimensions are the ones that most contribute to the creation of the experience in luxury services. As a result, it appears that overall customer behavior is positive, with satisfaction being most impacted by the experience.Theoretical/methodological contributions: This study investigates the impact and effect of each dimension on the luxury customer's satisfaction and behavioral attitude.Relevance/Originality: This investigation is important to fill a gap in the literature. The existing literature indicates that little attention has been paid to the customer experience in services, namely in luxury services that have been forgotten. The investigation then assesses the dimensions of the customer experience in luxury services.Keywords: customer experience, luxury services, dimensions of customer service experience, satisfaction, loyalty. Objetivo do estudo: Avaliar as dimensões da experiência do cliente nos serviços de luxo assim como as consequências comportamentais dessa experiência nos clientes: a satisfação e a lealdade.Metodologia/Abordagem: A metodologia utilizada foi uma metodologia quantitativa. Obteve-se 482 respostas ao questionário. Utilizou-se um Modelo de Equação de Estrutura Baseada em Mínimos Quadrados Parciais – PLS-SEM para testar e validar os modelos teóricos.Principais resultados: Os resultados indicam que as dimensões afetiva e sensorial são as que mais contribuem para a criação da experiência nos serviços de luxo. Como resultado, verifica-se que no geral o comportamento do cliente é positivo, sendo a satisfação mais impactada pela experiência.Contribuições teóricas/metodológicas: Este estudo averigua qual o impacto e o efeito de cada dimensão na satisfação e na atitude comportamental do cliente de luxo.Relevância/Originalidade: Esta investigação é importante para preencher uma lacuna na literatura. A literatura existente indica que tem sido dada pouca atenção à experiência do cliente nos serviços, nomeadamente nos serviços de luxo que têm sido esquecidos. A investigação avalia então as dimensões da experiência do cliente nos serviços de luxo.Universidade Nove de Julho - Uninove2023-10-02info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleAvaliado por Paresapplication/pdfhttps://periodicos.uninove.br/remark/article/view/2077710.5585/remark.v22i3.20777ReMark - Revista Brasileira de Marketing; v. 22 n. 3 (2023): (jul./set.); 944-10012177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMporhttps://periodicos.uninove.br/remark/article/view/20777/10405Copyright (c) 2023 ReMark - Revista Brasileira de Marketinghttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessBrandão, AméliaFernandes, Sara DiasRodrigues, Paula2023-10-02T21:27:26Zoai:ojs.periodicos.uninove.br:article/20777Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2023-10-02T21:27:26REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false
dc.title.none.fl_str_mv Customer experience in luxury services and its behavioral consequence
Experiência do cliente em serviços de luxo e as suas consequências comportamentais
Customer experience in services luxury and its consequences behavioral
title Customer experience in luxury services and its behavioral consequence
spellingShingle Customer experience in luxury services and its behavioral consequence
Brandão, Amélia
Experiência do Cliente
Serviços de Luxo
Dimensões da Experiência do Cliente nos Serviços
Satisfação
Lealdade
Customer experience
Luxury services
Dimensions of customer service experience
Satisfaction
Loyalty
Experiência do cliente
Serviços de luxo
Dimensões da experiência do cliente nos serviços
Satisfação
Lealdade
title_short Customer experience in luxury services and its behavioral consequence
title_full Customer experience in luxury services and its behavioral consequence
title_fullStr Customer experience in luxury services and its behavioral consequence
title_full_unstemmed Customer experience in luxury services and its behavioral consequence
title_sort Customer experience in luxury services and its behavioral consequence
author Brandão, Amélia
author_facet Brandão, Amélia
Fernandes, Sara Dias
Rodrigues, Paula
author_role author
author2 Fernandes, Sara Dias
Rodrigues, Paula
author2_role author
author
dc.contributor.author.fl_str_mv Brandão, Amélia
Fernandes, Sara Dias
Rodrigues, Paula
dc.subject.por.fl_str_mv Experiência do Cliente
Serviços de Luxo
Dimensões da Experiência do Cliente nos Serviços
Satisfação
Lealdade
Customer experience
Luxury services
Dimensions of customer service experience
Satisfaction
Loyalty
Experiência do cliente
Serviços de luxo
Dimensões da experiência do cliente nos serviços
Satisfação
Lealdade
topic Experiência do Cliente
Serviços de Luxo
Dimensões da Experiência do Cliente nos Serviços
Satisfação
Lealdade
Customer experience
Luxury services
Dimensions of customer service experience
Satisfaction
Loyalty
Experiência do cliente
Serviços de luxo
Dimensões da experiência do cliente nos serviços
Satisfação
Lealdade
description Study objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty.  Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation Model Based on Partial Least Squares (PLS-SEM) was used to test and validate the theoretical models.  Main results: The results indicate that the emotional and sensory dimensions have the most impact on experiencing luxury services. As a result, overall customer behavior is positive, with customer satisfaction being most impacted by the experience.  Theoretical/methodological contributions: This study investigates the impact and effect of each dimension on a customer’s satisfaction and behavioral attitude to luxury services.  Relevance/Originality: This investigation is important as it helps fill in a gap in the literature. Existing literature shows that little attention has been paid to customer experience in services, namely in luxury services that have been forgotten. This investigation assesses the dimensions of customer experience in luxury services.
publishDate 2023
dc.date.none.fl_str_mv 2023-10-02
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Avaliado por Pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uninove.br/remark/article/view/20777
10.5585/remark.v22i3.20777
url https://periodicos.uninove.br/remark/article/view/20777
identifier_str_mv 10.5585/remark.v22i3.20777
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.uninove.br/remark/article/view/20777/10405
dc.rights.driver.fl_str_mv Copyright (c) 2023 ReMark - Revista Brasileira de Marketing
https://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2023 ReMark - Revista Brasileira de Marketing
https://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Nove de Julho - Uninove
publisher.none.fl_str_mv Universidade Nove de Julho - Uninove
dc.source.none.fl_str_mv ReMark - Revista Brasileira de Marketing; v. 22 n. 3 (2023): (jul./set.); 944-1001
2177-5184
reponame:REMark - Revista Brasileira de Marketing
instname:Universidade Nove de Julho (UNINOVE)
instacron:RBM
instname_str Universidade Nove de Julho (UNINOVE)
instacron_str RBM
institution RBM
reponame_str REMark - Revista Brasileira de Marketing
collection REMark - Revista Brasileira de Marketing
repository.name.fl_str_mv REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)
repository.mail.fl_str_mv claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org
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