Customer experience in services luxury and its consequences behavioral

Amélia Brandão; Sara Dias Fernandes; Paula Rodrigues

doi:10.5585/remark.v22i3.20777

Authors

Amélia Brandão Universidade do Porto, Faculdade de Economia e Cef.up https://orcid.org/0000-0003-2751-7272
Sara Dias Fernandes Universidade do Porto, Faculdade de Economia https://orcid.org/0009-0007-0101-2918
Paula Rodrigues Universidade Lusíada – Centro de Organizações, Mercados e Gestão Industrial (UL-COMEGI) https://orcid.org/0000-0003-2967-2583

DOI:

https://doi.org/10.5585/remark.v22i3.20777

Keywords:

Customer experience, Luxury services, Dimensions of customer service experience, Satisfaction, Loyalty

Abstract

Study objective: To assess customer experience in luxury services as well as behavioral consequences of this experience on customers: satisfaction and loyalty.

Methodology/Approach: This paper uses a quantitative methodology. The questionnaire was answered by 482 respondents. A Structural Equation Model Based on Partial Least Squares (PLS-SEM) was used to test and validate the theoretical models.

Main results: The results indicate that the emotional and sensory dimensions have the most impact on experiencing luxury services. As a result, overall customer behavior is positive, with customer satisfaction being most impacted by the experience.

Theoretical/methodological contributions: This study investigates the impact and effect of each dimension on a customer’s satisfaction and behavioral attitude to luxury services.

Relevance/Originality: This investigation is important as it helps fill in a gap in the literature. Existing literature shows that little attention has been paid to customer experience in services, namely in luxury services that have been forgotten. This investigation assesses the dimensions of customer experience in luxury services.

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Author Biographies

Amélia Brandão, Universidade do Porto, Faculdade de Economia e Cef.up

Ph.D

Sara Dias Fernandes, Universidade do Porto, Faculdade de Economia

Msc

Paula Rodrigues, Universidade Lusíada – Centro de Organizações, Mercados e Gestão Industrial (UL-COMEGI)

PhD in Management

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