Satisfaction, value and loyalty in the consumption experience: An empirical test
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| Format: | Artículo científico |
| Language: | en |
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Consejo Latinoamericano de Escuelas de Administración
2008
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| _version_ | 1876457658920206336 |
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| author | Áurea Helena Puga Ribeiro |
| author_facet | Áurea Helena Puga Ribeiro |
| contents | Satisfaction, value and loyalty in the consumption experience: An empirical test Áurea Helena Puga Ribeiro Anandy Kassis de Alvim-Hannas Plínio Rafael Monteiro Ricardo Teixeira Veiga Administración y Contabilidad Value loyalty satisfaction marketing service This paper tests the value creation in the consumption experience identifying the constructs that precede and result from consumption value, pointing out satisfaction as antecedent of consumption value and the levels of loyalty as constructs resulting from the whole process. The results confirmed that satisfaction can be measured as two distinct constructs (satisfaction with excellence and value based satisfaction); the consumption value is intensely impacted by perceived quality and by satisfaction with excellence; and value based satisfaction intensely impacts the affective dimension of loyalty followed by the active dimension of loyalty. 2008 artículo científico 1012-8255 https://www.redalyc.org/articulo.oa?id=71611842005 en http://www.redalyc.org/revista.oa?id=716 Academia. Revista Latinoamericana de Administración application/pdf Consejo Latinoamericano de Escuelas de Administración Academia. Revista Latinoamericana de Administración (Perú) Num.41 |
| format | Artículo científico |
| id | redalyc_71611842005 |
| institution | Redalyc |
| language | en |
| publishDate | 2008 |
| publisher | Consejo Latinoamericano de Escuelas de Administración |
| spellingShingle | Satisfaction, value and loyalty in the consumption experience: An empirical test Áurea Helena Puga Ribeiro Administración y Contabilidad Value loyalty satisfaction marketing service Satisfaction, value and loyalty in the consumption experience: An empirical test Áurea Helena Puga Ribeiro Anandy Kassis de Alvim-Hannas Plínio Rafael Monteiro Ricardo Teixeira Veiga Administración y Contabilidad Value loyalty satisfaction marketing service This paper tests the value creation in the consumption experience identifying the constructs that precede and result from consumption value, pointing out satisfaction as antecedent of consumption value and the levels of loyalty as constructs resulting from the whole process. The results confirmed that satisfaction can be measured as two distinct constructs (satisfaction with excellence and value based satisfaction); the consumption value is intensely impacted by perceived quality and by satisfaction with excellence; and value based satisfaction intensely impacts the affective dimension of loyalty followed by the active dimension of loyalty. 2008 artículo científico 1012-8255 https://www.redalyc.org/articulo.oa?id=71611842005 en http://www.redalyc.org/revista.oa?id=716 Academia. Revista Latinoamericana de Administración application/pdf Consejo Latinoamericano de Escuelas de Administración Academia. Revista Latinoamericana de Administración (Perú) Num.41 |
| title | Satisfaction, value and loyalty in the consumption experience: An empirical test |
| topic | Administración y Contabilidad Value loyalty satisfaction marketing service |
| url | https://www.redalyc.org/articulo.oa?id=71611842005 |