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Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort
The last decade, and more specifically the COVID-19 pandemic, has created a favorable environment for digitalization, which has become a necessary condition in the context of how everyday life is conducted. Even if digital communication and services have become a trend and help brand–customer relati...
Autores principales: | , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
MDPI
2023
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10215579/ https://www.ncbi.nlm.nih.gov/pubmed/37232611 http://dx.doi.org/10.3390/bs13050375 |
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author | Berceanu, Denisa Cristina-Alina Pânișoară, Georgeta Popovici, Alexandru-Filip Ghiță, Cristina Marina |
author_facet | Berceanu, Denisa Cristina-Alina Pânișoară, Georgeta Popovici, Alexandru-Filip Ghiță, Cristina Marina |
author_sort | Berceanu, Denisa Cristina-Alina |
collection | PubMed |
description | The last decade, and more specifically the COVID-19 pandemic, has created a favorable environment for digitalization, which has become a necessary condition in the context of how everyday life is conducted. Even if digital communication and services have become a trend and help brand–customer relationships, brands still have more gaps to close. The purpose of this study was to investigate how consumers’ behaviors and digital interactions impact their shopping well-being and quality of life, and how the level of customer complaining effort affects the relationship between digital behavior and quality of life. This research provides practical implications for companies and marketers that offer digital services and technologies, helping them design and deliver more effective and customer-centric digital experiences. Additionally, it contributes to the growing interest in how digital services and technologies can improve consumer experiences and quality of life. This study surveyed 331 respondents in Romania. Results show that digital behavior influences consumers’ shopping well-being and comes with insights that strengthen the importance of reducing consumers’ cognitive and procedural effort in order to increase their quality of life. The paper discusses the implications for brands that must design easy experiences to gain more loyal customers, the study’s implications and novelty for the warranty area. |
format | Online Article Text |
id | pubmed-10215579 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2023 |
publisher | MDPI |
record_format | MEDLINE/PubMed |
spelling | pubmed-102155792023-05-27 Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort Berceanu, Denisa Cristina-Alina Pânișoară, Georgeta Popovici, Alexandru-Filip Ghiță, Cristina Marina Behav Sci (Basel) Article The last decade, and more specifically the COVID-19 pandemic, has created a favorable environment for digitalization, which has become a necessary condition in the context of how everyday life is conducted. Even if digital communication and services have become a trend and help brand–customer relationships, brands still have more gaps to close. The purpose of this study was to investigate how consumers’ behaviors and digital interactions impact their shopping well-being and quality of life, and how the level of customer complaining effort affects the relationship between digital behavior and quality of life. This research provides practical implications for companies and marketers that offer digital services and technologies, helping them design and deliver more effective and customer-centric digital experiences. Additionally, it contributes to the growing interest in how digital services and technologies can improve consumer experiences and quality of life. This study surveyed 331 respondents in Romania. Results show that digital behavior influences consumers’ shopping well-being and comes with insights that strengthen the importance of reducing consumers’ cognitive and procedural effort in order to increase their quality of life. The paper discusses the implications for brands that must design easy experiences to gain more loyal customers, the study’s implications and novelty for the warranty area. MDPI 2023-05-03 /pmc/articles/PMC10215579/ /pubmed/37232611 http://dx.doi.org/10.3390/bs13050375 Text en © 2023 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). |
spellingShingle | Article Berceanu, Denisa Cristina-Alina Pânișoară, Georgeta Popovici, Alexandru-Filip Ghiță, Cristina Marina Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort |
title | Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort |
title_full | Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort |
title_fullStr | Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort |
title_full_unstemmed | Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort |
title_short | Quality of Life and the Digital Service Landscape: The Moderating Role of Customer Complaining Effort |
title_sort | quality of life and the digital service landscape: the moderating role of customer complaining effort |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10215579/ https://www.ncbi.nlm.nih.gov/pubmed/37232611 http://dx.doi.org/10.3390/bs13050375 |
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