Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/15915
Autoria: | Loureiro, S. M. C. Ferreira, E. M. |
Data: | 2017 |
Título próprio: | The impact of generation Y’s customer experience on emotions: online banking sector |
Volume: | 724 |
Paginação: | 616-639 |
ISBN: | 978-3319655505 |
DOI (Digital Object Identifier): | 10.1007/978-3-319-65551-2_45 |
Palavras-chave: | Customer experience Generation Y Stimulus-organism-response model Pleasure Dominance Arousal Banking sector |
Resumo: | 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. |
Arbitragem científica: | yes |
Acesso: | Acesso Aberto |
Aparece nas coleções: | BRU-CRI - Comunicações a conferências internacionais |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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The impact of generation y’s customer experience on emotions springer 2017.pdf | Pós-print | 785,6 kB | Adobe PDF | Ver/Abrir |
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