The Role of Online and Offline Consumer Experience on Word of Mouth, Satisfaction and Brand Love
Descripción del Articulo
The purpose of this research is to demonstrate how the online and offline consumer experience generates satisfaction, in relation to brand love. For the development of the research, a 27-item questionnaire was carried out, measured with a 5-point Likert scale, and a sample of 442 people was collecte...
| Autores: | , , |
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| Formato: | artículo |
| Fecha de Publicación: | 2024 |
| Institución: | Universidad Peruana de Ciencias Aplicadas |
| Repositorio: | UPC-Institucional |
| Lenguaje: | inglés |
| OAI Identifier: | oai:repositorioacademico.upc.edu.pe:10757/675765 |
| Enlace del recurso: | https://doi.org/10.1007/978-981-99-0333-7_15 http://hdl.handle.net/10757/675765 |
| Nivel de acceso: | acceso embargado |
| Materia: | Brand love E-commerce Offline experience Online experience Word of mouth https://purl.org/pe-repo/ocde/ford#3.00.00 |
| Sumario: | The purpose of this research is to demonstrate how the online and offline consumer experience generates satisfaction, in relation to brand love. For the development of the research, a 27-item questionnaire was carried out, measured with a 5-point Likert scale, and a sample of 442 people was collected. To test the hypotheses, the structural equation model (SEM) was used and the PLS technique. Finally, the results indicate that online and offline experience has an influence on word of mouth (WOM) and satisfaction, while they both have an impact on brand love. This research contributes to the study of online and offline experience and can be used as a guide to understand omnichannel in several business. |
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La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).
