Transformative retail services: Elevating loyalty through customer well-being. (November 2018)

• Record Type: Journal Article
• Authors: Troebs, Cord-Christian; Wagner, Tillmann; Heidemann, F.
• Is Part Of: Journal of retailing and consumer services. Volume 45(2018)
• Page Start: 198
• Page End: 206
• Publication Date: 2018-11
• Subjects: Transformative services -- Customer well-being -- Retailing -- Relationship marketing -- Retail branding; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2018.09.009
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Transformative retail services are an emerging business practice in the industry, designed to increase the well-being of customers and non-customers alike. Putting into practice the suggestion of the relevant literature to address additional firm-related outcomes beyond well-being, this research examines the impact of transformative retail services on customer well-being, which in turn is proposed to elevate loyalty intentions via the mediators experienced gratitude, reciprocity, and brand-related evaluations. The findings of one behavioral experiment and one field experiment are presented. While both transformative retail services offered for free as well as paid services increase customer well-being, only free transformative retail services positively affect customer loyalty intentions and its mediators.