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dc.contributor.authorMolinillo-Jimenez, Sebastian 
dc.contributor.authorAguilar-Illescas, Rocio 
dc.contributor.authorAnaya-Sanchez, Rafael 
dc.contributor.authorCarvajal-Trujillo, Elena
dc.date.accessioned2022-04-25T07:13:43Z
dc.date.available2022-04-25T07:13:43Z
dc.date.issued2022
dc.identifier.citationMolinillo-Jimenez, Sebastian ; Aguilar-Illescas, Rocio ; Anaya-Sanchez, Rafael ; Carvajal-Trujillo, Elena. The customer retail app experience: Implications for customer loyalty. Journal of Retailing and Consumer Services Volume 65, March 2022, 102842. https://doi.org/10.1016/j.jretconser.2021.102842es_ES
dc.identifier.urihttps://hdl.handle.net/10630/23967
dc.description.abstractRetailer mobile applications are one of the principal retail purchase and information search channels. Customer experience is key to retail app success. However, its dimensions and impact on retailer performance have been the subject of only a limited number of studies. This research builds on existing customer retail app experience literature by considering four dimensions as precursors of satisfaction with the retailers’ app and customer loyalty (cognitive, affective, relational and sensorial). Data were collected from a sample of 545 retailer app users and analysed using PLS-SEM. The results demonstrate that the affective dimension has the most influence and they highlight the importance of the sensory experience, which even surpasses the cognitive experience. The effect of the relational dimension on customer satisfaction, meanwhile, could not be positively confirmed. Analysis of the moderating effect of gender, age and device type used identifies effects that have not, until now, been demonstrated in current literature.es_ES
dc.description.sponsorshipFunding for open access charge: Universidad de Málaga / CBUA. This research was supported by the Andalusian Plan for Research, Development and Innovation of the Andalusian Government (Grant: Research Group SEJ-567), and the Spanish Ministry of Science, Innovation and Universities (Grant: PID2019-105468RB-I00)
dc.language.isoenges_ES
dc.publisherELSEVIERes_ES
dc.rightsinfo:eu-repo/semantics/openAccess
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectRelaciones con el clientees_ES
dc.subjectTeléfonoes_ES
dc.subject.otherMobile retailinges_ES
dc.subject.otherMobile appes_ES
dc.subject.otherCustomer experiencees_ES
dc.subject.otherCustomer loyaltyes_ES
dc.titleThe customer retail app experience: Implications for customer loyaltyes_ES
dc.typeinfo:eu-repo/semantics/articlees_ES
dc.identifier.doihttps://doi.org/10.1016/j.jretconser.2021.102842
dc.rights.ccAttribution-NonCommercial-NoDerivatives 4.0 Internacional*


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