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Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail

dc.contributor.authorTyrväinen, Olli
dc.contributor.authorKarjaluoto, Heikki
dc.contributor.authorSaarijärvi, Hannu
dc.date.accessioned2020-08-26T10:56:23Z
dc.date.available2020-08-26T10:56:23Z
dc.date.issued2020
dc.identifier.citationTyrväinen, O., Karjaluoto, H., & Saarijärvi, H. (2020). Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail. <i>Journal of Retailing and Consumer Services</i>, <i>57</i>, Article 102233. <a href="https://doi.org/10.1016/j.jretconser.2020.102233" target="_blank">https://doi.org/10.1016/j.jretconser.2020.102233</a>
dc.identifier.otherCONVID_41773207
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/71520
dc.description.abstractThis study examines the effects of personalization and hedonic motivation on customer experience and its loyalty outcomes in omnichannel retail context. The study develops eight hypotheses which are tested using two survey samples (Finland (n = 2084) and Sweden (n = 2334). In addition, empirical analysis includes 20 semi-structured interviews. The findings support all the hypotheses confirming the positive relationships personalization and hedonic motivation have on cognitive and emotional customer experience components. Further, the positive effects of customer experience on loyalty are confirmed. The results provide both theoretical and managerial insights for improved CX and customer loyalty.en
dc.format.mimetypeapplication/pdf
dc.languageeng
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofseriesJournal of Retailing and Consumer Services
dc.rightsCC BY 4.0
dc.subject.otherretail
dc.subject.othercustomer experience
dc.subject.otheromnichannel experience
dc.subject.otherpersonalization
dc.subject.otherhedonic motivation
dc.titlePersonalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-202008265661
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineDigitaalinen liiketoiminta ja talous (painoala)fi
dc.contributor.oppiaineDigital marketing and Communicationfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineDigital Business and Economy (focus area)en
dc.contributor.oppiaineDigital marketing and Communicationen
dc.contributor.oppiaineMarketingen
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.type.coarhttp://purl.org/coar/resource_type/c_2df8fbb1
dc.description.reviewstatuspeerReviewed
dc.relation.issn0969-6989
dc.relation.volume57
dc.type.versionpublishedVersion
dc.rights.copyright© 2020 the Authors
dc.rights.accesslevelopenAccessfi
dc.subject.ysopersonointi
dc.subject.ysoasiakaskokemus
dc.subject.ysoverkkokauppa
dc.subject.ysoasiakassuhde
dc.subject.ysomonikanavaisuus
dc.subject.ysovähittäiskauppa
dc.subject.ysoasiakasuskollisuus
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p21894
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p9457
jyx.subject.urihttp://www.yso.fi/onto/yso/p4458
jyx.subject.urihttp://www.yso.fi/onto/yso/p23342
jyx.subject.urihttp://www.yso.fi/onto/yso/p14002
jyx.subject.urihttp://www.yso.fi/onto/yso/p7218
dc.rights.urlhttps://creativecommons.org/licenses/by/4.0/
dc.relation.doi10.1016/j.jretconser.2020.102233
dc.type.okmA1


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