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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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    5. Heesup Han & Wei Quan & Linda Heejung Lho & Jongsik Yu, 2020. "Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being," Sustainability, MDPI, vol. 12(23), pages 1-16, December.
    6. Kim, Jinkyung Jenny & Han, Heesup & Ariza-Montes, Antonio, 2021. "The impact of hotel attributes, well-being perception, and attitudes on brand loyalty: Examining the moderating role of COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
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    8. Akter, Shahriar & Babu, Mujahid Mohiuddin & Hossain, Md Afnan & Hani, Umme, 2022. "Value co-creation on a shared healthcare platform: Impact on service innovation, perceived value and patient welfare," Journal of Business Research, Elsevier, vol. 140(C), pages 95-106.
    9. Flacandji, Michaël & Vlad, Mariana & Lunardo, Renaud, 2024. "The effects of retail apps on shopping well-being and loyalty intention: A matter of competence more than autonomy," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    10. Victor Ye. Kovalev & Kseniya V. Novikova & Ekaterina A. Antineskul, 2022. "Efficiency of customer loyalty programmes in the food retail industry," Journal of New Economy, Ural State University of Economics, vol. 23(4), pages 121-136, January.
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    12. Heesup Han & Linda Heejung Lho & Hyeon-Cheol Kim, 2019. "Airport Green Environment and Its Influence on Visitors’ Psychological Health and Behaviors," Sustainability, MDPI, vol. 11(24), pages 1-15, December.
    13. Garrouch, Karim & Ghali, Zohra, 2023. "On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
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    15. Babin, Barry J. & James, Kevin W. & Camp, Kerri & Jones, Robert Paul & Parker, Janna M., 2019. "Pursuing personal constructs through quality, value, and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 33-41.

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