Care management to improve retail customers' and employees’ satisfaction

Francesco Raggiotto, Cristiana Compagno and Daniele Scarpi

Journal of Retailing and Consumer Services, 2023, vol. 72, issue C

Abstract: In retailing, ongoing management is needed to avoid compromising customer relationships and organizational performance because of consumers' or employees' dysfunctional behavior. This paper contributes to understanding how care management strategies can improve in-store experiences for customers and employees by adapting the Chronic Care Management (CCM) theory to retailing. Across two studies, one on customers (Study 1) and one on retail employees (Study 2) we show that empowerment reduces dysfunctional behavior, enhancing satisfaction. Furthermore, we demonstrate that customers' and employees’ emotional bond with the retailer (i.e., store attachment) moderates the relationship between dysfunctional behavior and satisfaction, buffering dissatisfaction from dysfunctional behavior.

Keywords: Chronic care management theory; Dysfunctional behavior; Engagement; Store attachment; Satisfaction (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:72:y:2023:i:c:s0969698923000279

DOI: 10.1016/j.jretconser.2023.103280

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