Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context

The unprecedented dynamism in marketing has led to the transition of economy from service economy to experience economy. Modern age consumers give more emphasis to the hedonic attributes of offerings than to functional attributes. Consequently, the present study aims to provide a deeper understandin...

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Autores principales:	Nadia Rashid, Fayaz A. Nika, George Thomas
Formato:	article
Lenguaje:	EN
Publicado:	SAGE Publishing 2021
Materias:	History of scholarship and learning. The humanities AZ20-999 Social Sciences H
Acceso en línea:	https://doaj.org/article/9229c10812b442d39e48d99eca703fab
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spelling	oai:doaj.org-article:9229c10812b442d39e48d99eca703fab2021-12-02T02:03:31ZImpact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context2158-244010.1177/21582440211061385https://doaj.org/article/9229c10812b442d39e48d99eca703fab2021-11-01T00:00:00Zhttps://doi.org/10.1177/21582440211061385https://doaj.org/toc/2158-2440The unprecedented dynamism in marketing has led to the transition of economy from service economy to experience economy. Modern age consumers give more emphasis to the hedonic attributes of offerings than to functional attributes. Consequently, the present study aims to provide a deeper understanding of experiential value, its antecedents, and consequences in the context of coffee shops. More specifically, this study examines the effect of service encounter elements on experiential value and the consequent effect of experiential value on customer loyalty. Using purposive sampling, data were collected from 387 customers of coffee shops using a questionnaire survey which was later analyzed using Structural Equation Modeling. The results reveal positive linkages between service encounter, experiential value, and customer loyalty. Positive cognition of service encounters have positive effects on experiential value and customer loyalty. Besides, experiential value also has a positive effect on customer loyalty. Lastly, experiential value partially mediates the relationship between service encounters and customer loyalty.Nadia RashidFayaz A. NikaGeorge ThomasSAGE PublishingarticleHistory of scholarship and learning. The humanitiesAZ20-999Social SciencesHENSAGE Open, Vol 11 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	History of scholarship and learning. The humanities AZ20-999 Social Sciences H
spellingShingle	History of scholarship and learning. The humanities AZ20-999 Social Sciences H Nadia Rashid Fayaz A. Nika George Thomas Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context
description	The unprecedented dynamism in marketing has led to the transition of economy from service economy to experience economy. Modern age consumers give more emphasis to the hedonic attributes of offerings than to functional attributes. Consequently, the present study aims to provide a deeper understanding of experiential value, its antecedents, and consequences in the context of coffee shops. More specifically, this study examines the effect of service encounter elements on experiential value and the consequent effect of experiential value on customer loyalty. Using purposive sampling, data were collected from 387 customers of coffee shops using a questionnaire survey which was later analyzed using Structural Equation Modeling. The results reveal positive linkages between service encounter, experiential value, and customer loyalty. Positive cognition of service encounters have positive effects on experiential value and customer loyalty. Besides, experiential value also has a positive effect on customer loyalty. Lastly, experiential value partially mediates the relationship between service encounters and customer loyalty.
format	article
author	Nadia Rashid Fayaz A. Nika George Thomas
author_facet	Nadia Rashid Fayaz A. Nika George Thomas
author_sort	Nadia Rashid
title	Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context
title_short	Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context
title_full	Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context
title_fullStr	Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context
title_full_unstemmed	Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context
title_sort	impact of service encounter elements on experiential value and customer loyalty: an empirical investigation in the coffee shop context
publisher	SAGE Publishing
publishDate	2021
url	https://doaj.org/article/9229c10812b442d39e48d99eca703fab
work_keys_str_mv	AT nadiarashid impactofserviceencounterelementsonexperientialvalueandcustomerloyaltyanempiricalinvestigationinthecoffeeshopcontext AT fayazanika impactofserviceencounterelementsonexperientialvalueandcustomerloyaltyanempiricalinvestigationinthecoffeeshopcontext AT georgethomas impactofserviceencounterelementsonexperientialvalueandcustomerloyaltyanempiricalinvestigationinthecoffeeshopcontext
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Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context

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