Building consumer loyalty through e-shopping experiences: The mediating role of emotions

Cachero-Martínez, Silvia and Vázquez-Casielles, Rodolfo

Journal of Retailing and Consumer Services, 2021, vol. 60, issue C

Abstract: In the retail sector, it has become necessary for retailers to differentiate themselves using new strategies, such as managing shopping experiences. The retailer can benefit from applying these experiences in order to gain loyal customers. The purpose of this research is to advance in the analysis of the different dimensions of the e-shopping experience, identified from a literature review, and attitudinal and behavioral loyalty. In addition, this study highlights the importance of emotional experience, analyzing the mediating effect of emotional experience on the relationship between online experiences and consumers’ loyalty. The empirical research is based on a sample of 496 consumers. The results reveal that using different experiences could influence loyalty in two different ways: directly affecting attitudinal loyalty (especially when website trustworthiness is low and consumers experience more uncertainty) and indirectly affecting behavioral loyalty through emotional experience.

Keywords: Online customer experience; Retail; Loyalty; Emotions; Trustworthiness (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:60:y:2021:i:c:s0969698921000473

DOI: 10.1016/j.jretconser.2021.102481

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