Determinants and consequences of service experience toward small retailer platform business model: Stimulus–organism–response perspective

Jiunn-Woei Lian

Journal of Retailing and Consumer Services, 2021, vol. 62, issue C

Abstract: This study attempts to understand the determinants and consequences of service experience toward retailers’ digital transformation by comparing empirical results from entrepreneurs and consumers. For entrepreneurs, the critical antecedents of service experience include entertainment, tangibility, reliability, and empathy. For customers, the critical antecedents include entertainment, interactivity, tangibility, and empathy. Meanwhile, regarding the consequences of service experience, service experience directly affects both continuous use intention and satisfaction. However, satisfaction mediates the relationship between service experience and continuous use intention for entrepreneurs. In addition, no direct effect is found. Overall, service experience has a meditating effect between stimulus and response variables. Meanwhile, entrepreneurs and customers have different perceptions of the proposed topic.

Keywords: Service experience; Small retailer; Digital transformation; Platform business model (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:62:y:2021:i:c:s0969698921001971

DOI: 10.1016/j.jretconser.2021.102631

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