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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

Author

Listed:
  • Cristobal Fernandez Robin
  • Jorge Cea Valencia
  • Paulina Santander Astorga

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.

Suggested Citation

  • Cristobal Fernandez Robin & Jorge Cea Valencia & Paulina Santander Astorga, 2014. "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 ," Revista Internacional Administracion & Finanzas, The Institute for Business and Finance Research, vol. 7(3), pages 1-17.
    • Handle: RePEc:ibf:riafin:v:7:y:2014:i:3:p:1-17
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    More about this item

    Keywords

    Emotions; Satisfaction; Loyalty; Retail Environments; SERVQUAL; Regressions;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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