Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/15915
Author(s): | Loureiro, S. M. C. Ferreira, E. M. |
Date: | 2017 |
Title: | The impact of generation Y’s customer experience on emotions: online banking sector |
Volume: | 724 |
Pages: | 616-639 |
ISBN: | 978-3319655505 |
DOI (Digital Object Identifier): | 10.1007/978-3-319-65551-2_45 |
Keywords: | Customer experience Generation Y Stimulus-organism-response model Pleasure Dominance Arousal Banking sector |
Abstract: | Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomers’ market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation. Using the Mehrabian & Russell’s model of stimulus (S) - organism (O) - response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance, and arousal toward online banks. Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotional responses in different ways. “Value for money”, “Getting things right the first time” and “Put the consumer first” emerged as the most important attributes for Generation Y in experiencing a bank. |
Peerreviewed: | yes |
Access type: | Open Access |
Appears in Collections: | BRU-CRI - Comunicações a conferências internacionais |
Files in This Item:
File | Description | Size | Format | |
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The impact of generation y’s customer experience on emotions springer 2017.pdf | Pós-print | 785,6 kB | Adobe PDF | View/Open |
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