Experiência do cliente em serviços de luxo e as suas consequências comportamentais
DOI:
https://doi.org/10.5585/remark.v22i3.20777Palavras-chave:
Experiência do cliente, Serviços de luxo, Dimensões da experiência do cliente nos serviços, Satisfação, LealdadeResumo
Objetivo do estudo: Avaliar as dimensões da experiência do cliente nos serviços de luxo assim como as consequências comportamentais dessa experiência nos clientes: a satisfação e a lealdade.
Metodologia/Abordagem: Foi utilizada uma metodologia quantitativa. Obteve-se 482 respostas ao questionário. Utilizou-se um Modelo de Equação de Estrutura Baseada em Mínimos Quadrados Parciais – PLS-SEM para testar e validar os modelos teóricos.
Principais resultados: Os resultados indicam que as dimensões afetiva e sensorial são as que mais contribuem para a criação da experiência nos serviços de luxo. Como resultado, verifica-se que no geral o comportamento do cliente é positivo, sendo a satisfação mais impactada pela experiência.
Contribuições teóricas/metodológicas: Este estudo averigua qual o impacto e o efeito de cada dimensão na satisfação e na atitude comportamental do cliente de luxo.
Relevância/Originalidade: Esta investigação é importante para preencher uma lacuna na literatura. A literatura existente indica que tem sido dada pouca atenção à experiência do cliente nos serviços, nomeadamente nos serviços de luxo que têm sido esquecidos. A investigação avalia então as dimensões da experiência do cliente nos serviços de luxo.
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