@article{64661, 
year={2019},
issn={1972-4861},
journal={MERCATI & COMPETITIVITÀ},
number={3},
volume={},
doi={10.3280/mc3-2019oa8501},
title={Understanding the customer experience-loyalty link: A moderated mediation model},
abstract={Multiple studies have focused on Customer Experience and its relationship with Customer Loyalty. Despite such attention, two research gaps are still open with reference to the Experience-Loyalty link: the mediating role of Customer Satisfaction and the moderating role of consumer characteristics. This study employs a moderated mediation analysis of the relationship between Customer Experience and CustomerLoyalty by including Customer Satisfaction as a mediator and Shopping Enjoyment as a moderator. An online survey on almost three thousand consumers is run with reference to grocery retailing. Results show the role of Customer Satisfaction as a mediator. Shopping Enjoyment interacts with the Negative Affective Customer Experience dimension in its relationship with Customer Satisfaction.}
url={http://www.francoangeli.it/Riviste/Scheda_rivista.aspx?idArticolo=64661},
author={Marco Ieva and Cristina Ziliani}
pages={51-69},
language={EN}}