文章基本信息

标题：Influência do crowding na lealdade mediado pela satisfação do consumidor em processos de compras no varejo
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作者：Alessandro Silva de Oliveira ; Dirceu da Silva ; Marcelo Moll Brandão 等
期刊名称：Revista de Administração da UFSM
印刷版ISSN：1983-4659
出版年度：2017
卷号：10
期号：4
页码：614-631
DOI：10.5902/1983465916176
语种：Portuguese
出版社：Universidade Federal de Santa Maria
摘要：The purpose of this paper is to improve understanding of the causal relationship of crowding in variable loyalty via customer satisfaction in retail purchasing processes. And also conduct tests to examine the implications of customer satisfaction mediation between crowding and consumer loyalty.To verify the hypotheses generated in the light of the theory, we performed a cross-sectional survey involving 486 college students. Data analysis through structural equation modeling (SEM) with partial least squares estimation indicated that the direct effect between perceived crowding and loyalty is mediated declared satisfaction. With this, the main contribution of this study is to corroborate the theoretical position that there can be positive consumer response to retail environments with high human density.