INFLUENCE OF THE ATTRIBUTES OF COMMERCIAL ENVIRONMENT IN THE EMOTIONS, SATISFACTION AND LOYALTY OF CHILEAN CONSUMER, INFLUENCIA DE LOS ATRIBUTOS DEL ENTORNO COMERCIAL EN LAS EMOCIONES, SATISFACCION Y LEALTAD DEL CONSUMIDOR CHILENO

Cristobal Fernandez Robin, Jorge Cea Valencia and Paulina Santander Astorga

Revista Internacional Administracion & Finanzas, 2014, vol. 7, issue 3, 1-17

Abstract: The objective of this research is to demonstrate how different environmental elements affect and influence emotions, satisfaction and loyalty experienced by consumers. The environments considered in this research are urban centers (downtowns) and commerce centers (shopping or malls). A qualitative exploratory analysis was conducted involving expert interviews. Quantitative methods were used for the design and application of a survey, which was applied to a sample of 600 customers from different segments. Results were obtained explaining the principal differences perceived between both commercial environments based on perceptions and experiences of those who frequent these environments.

Keywords: Emotions; Satisfaction; Loyalty; Retail Environments; SERVQUAL; Regressions (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2014
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