Examining retail customer experience and the moderation effect of loyalty programmes

摘要: Purpose – The purpose of this paper is to examine the construct retail customer experience (CE) and its links satisfaction loyalty; test whether loyalty programmes perform a moderating effect on those links. Design/methodology/approach A variety attributes are integrated develop holistic CE using formative measures, with four in-built, differentiated replication studies conducted in supermarket department store sectors China. Findings empirical results confirm model CE’s impact but reveal that an insignificant role enhancing linkages model. Research limitations/implications Further may our findings hold true for each individual programme. calls more based multiple, measures encourage publication negative so as ensure ...