Impact of employee efforts and expertise on customer surprise, delight and customer percent of budget spent: moderating role of shopping frequency
DOI:
https://doi.org/10.5377/nexo.v36i04.16791Keywords:
Surprise, Expertise, Delight, Employee efforts, Shopping frequency, Budget spentAbstract
Aim of present study is to pursuit with the abundant of resources provided by the firms to make customer satisfied and corresponding consequences which are in the favor of customers. Nevertheless, present study results indicated that customer satisfaction not necessarily in the outcome that are persuaded. In addition, study focused more on customer delight which explored innovative consequences and antecedents that are in the interest of the service firms. Study then proposed the conceptual framework and considered the links of employee expertise, employee effort to customer surprise which in turn leads to customer delight and percent of budget spent, shopping frequency is considered as moderating between customer surprise and customer delight. Data collection process were conducted in a grocery store. Study hypotheses and relationships were tested using SPSS (V.22). Findings of study shows all the considered variables are positively linked with each other.
Downloads
126
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Universidad Nacional de Ingeniería
This work is licensed under a Creative Commons Attribution 4.0 International License.
The authors who publish in Nexo Scientific Journal agree to the following terms:
- Authors retain the copyright and grant the journal the right of the first publication under the license Creative Commons Attribution License, which allows others to share the work with a recognition of the authorship of the work and the initial publication in Nexo Scientific Journal.
- Authors may separately establish additional agreements for the non-exclusive distribution of the version of the work published in the journal (for example, in an institutional repository or a book), with the recognition of the initial publication in Nexo Scientific Journal.
- Authors are allowed and encouraged to disseminate their works electronically (for example, in institutional repositories or in their own website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published works.
