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Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience

Author

Listed:
  • Sanja Pekovic

    (DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique)

  • Sylvie Rolland

    (DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique)

Abstract

Theoretical literature on customer experience (CX) agrees that the effects of customer experience on customer behavior depend on different combinations of its dimensions. In contrast with unidimensional or integrated approaches to CX, determining customer behavior requires specifying how the dimensions of CX interact. However, empirical research on the interactions between CX dimensions has not, to our minds, progressed sufficiently. Therefore, in this study, we have advanced CX research by empirically demonstrating the ways in which customer loyalty can result from various dimensions; we do this by focusing on synergies between different CX dimensions within a DIY sector. A sample of 603 consumers from France, applied to a fuzzy-set qualitative comparative analysis (fsQCA) model, reveals two configurations that firms can use to achieve superior customer loyalty. The findings also specify that complementarity and substitutability effects result among CX dimensions when they reflect a perfect match, and not simply by adding extra dimensions. Further analysis reveals both distinct features and similarities among generational cohorts, in terms of CX dimensions assessment, and their relevance for customer loyalty. This article thus contributes to existing research by tracing the multiple CX paths that can lead to enhanced performance for firms within the DIY sector.

Suggested Citation

  • Sanja Pekovic & Sylvie Rolland, 2020. "Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience," Post-Print hal-03329830, HAL.
    • Handle: RePEc:hal:journl:hal-03329830
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    Cited by:

    1. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    2. Kumar, Anil, 2021. "Analysing the drivers of customer happiness at authorized workshops and improving retention," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    3. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
    4. Moch Nur Syamsu & Gatot Sasongko & Roos Kities Andadari & Supramono Supramono, 2022. "The Relationship of Experience, Satisfaction, and Trust of Y Generation Tourist Instagram Social Media Users to Tourism Destination Loyalty in Yogyakarta," Technium Social Sciences Journal, Technium Science, vol. 33(1), pages 516-527, July.
    5. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Banik, Shanta & Gao, Yongqiang, 2023. "Exploring the hedonic factors affecting customer experiences in phygital retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    7. Valentini, Tony & Roederer, Claire & Castéran, Herbert, 2024. "From redesign to revenue: Measuring the effects of servicescape remodeling on customer lifetime value," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    8. Japutra, Arnold & Utami, Ami Fitri & Molinillo, Sebastian & Ekaputra, Irwan Adi, 2021. "Influence of customer application experience and value in use on loyalty toward retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    9. Moliner-Tena, Miguel A. & Monferrer-Tirado, Diego & Estrada-Guillen, Marta & Vidal-Meliá, Lidia, 2023. "Memorable customer experiences and autobiographical memories: From service experience to word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    10. Archita Pal Choudhury & Amit Kundu & Dev Narayan Sarkar & Arabinda Bhattacharya, 2023. "Practitioners’ perspectives on the marketing strategies in Indian banking sector: a framework for strategy formulation," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(1), pages 146-177, March.
    11. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.
    12. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    13. Matti J. Haverila & Kai Haverila & Caitlin McLaughlin & Hailey Tran, 2022. "The impact of tangible and intangible rewards on online loyalty program, brand engagement, and attitudinal loyalty," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(1), pages 64-81, March.
    14. Cahyaning Novita Sari & Astrid Puspa Ningrum & Raditha Dwi Vata Hapsari, 2022. "The effect of religiosity and product knowledge on customer loyalty with halal perception as a mediation variable:A study on Muslim women consumers of halal certified cosmetic products in Malang city," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(1), pages 42-52, January.
    15. Daria Plotkina & Landisoa Rabeson, 2022. "The role of transactionality of mobile branded apps in brand experience and its impact on loyalty," Journal of Brand Management, Palgrave Macmillan, vol. 29(5), pages 470-483, September.
    16. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    17. Li, Xi & Dahana, Wirawan Dony & Ye, Qiongwei & Peng, Luluo & Zhou, Jiaying, 2021. "How does shopping duration evolve and influence buying behavior? The role of marketing and shopping environment," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    18. Serravalle, Francesca & Vanheems, Régine & Viassone, Milena, 2023. "Does product involvement drive consumer flow state in the AR environment? A study on behavioural responses," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    19. Cambra-Fierro, Jesús & Gao, Lily (Xuehui) & Melero-Polo, Iguácel & Trifu, Andreea, 2021. "How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    20. Shahid, Shadma & Islam, Jamid Ul & Malik, Shehla & Hasan, Uzma, 2022. "Examining consumer experience in using m-banking apps: A study of its antecedents and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).

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