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Transformative retail services: Elevating loyalty through customer well-being

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  • Troebs, Cord-Christian
  • Wagner, Tillmann
  • Heidemann, F.

Abstract

Transformative retail services are an emerging business practice in the industry, designed to increase the well-being of customers and non-customers alike. Putting into practice the suggestion of the relevant literature to address additional firm-related outcomes beyond well-being, this research examines the impact of transformative retail services on customer well-being, which in turn is proposed to elevate loyalty intentions via the mediators experienced gratitude, reciprocity, and brand-related evaluations. The findings of one behavioral experiment and one field experiment are presented. While both transformative retail services offered for free as well as paid services increase customer well-being, only free transformative retail services positively affect customer loyalty intentions and its mediators.

Suggested Citation

  • Troebs, Cord-Christian & Wagner, Tillmann & Heidemann, F., 2018. "Transformative retail services: Elevating loyalty through customer well-being," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 198-206.
    • Handle: RePEc:eee:joreco:v:45:y:2018:i:c:p:198-206
    DOI: 10.1016/j.jretconser.2018.09.009
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