Care management to improve retail customers' and employees’ satisfaction |
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| Institution: | 1. Department of Economics and Statistics – University of Udine, Via Tomadini, 30, 33100, Udine, Italy;2. Department of Management – University of Bologna, Via Capo di Lucca, 34, 40126, Bologna, Italy;1. Central Connecticut State University, 1615 Stanley St, New Britain, CT, 06050, USA;2. Concordia University, 1455 de Maissoneuve Blvd. Ouest, Montreal, QC, H3G 1M8, Canada;3. UNSW Business School, Sydney, Australia;1. School of Business, Beijing Technology and Business University, China;2. School of Economics and Management, University of the Chinese Academy of Sciences, Beijing, China;3. Economics and Social Sciences, University of Potsdam, Potsdam, Germany;1. Department of Management, Marketing, and Supply Chain, Boler College of Business, John Carroll University, University Heights, OH, 44118, USA;2. Department of Marketing, School of Business, Virginia Commonwealth University, Richmond, VA, 23284, USA;3. Department of Marketing and Entrepreneurship, Ambassador Crawford College of Business and Entrepreneurship, Kent State University, Kent, OH, 44240, USA;1. Department of Industrial & Data Engineering, Hongik University, Wausan-ro 94, Mapo-Gu, Seoul 04066, South Korea;2. Department of Industrial and Management Engineering, Pohang University of Science and Technology, 77, Cheongam-ro, Nam-gu, Pohang-si, Gyeongsangbuk-do, 37673, South Korea;3. Department of Mathematics, Jadavpur University, Kolkata, 700032, India;4. Department of Industrial Engineering, Yonsei University, 50 Yonsei-ro, Sinchon-dong, Seodaemun-gu, Seoul 03722, South Korea;5. Center for Transdisciplinary Research (CFTR), Saveetha Dental College, Saveetha Institute of Medical and Technical Sciences, Saveetha University, 162, Poonamallee High Road, Velappanchavadi, Chennai, Tamil Nadu 600077, India |
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| Abstract: | In retailing, ongoing management is needed to avoid compromising customer relationships and organizational performance because of consumers' or employees' dysfunctional behavior. This paper contributes to understanding how care management strategies can improve in-store experiences for customers and employees by adapting the Chronic Care Management (CCM) theory to retailing. Across two studies, one on customers (Study 1) and one on retail employees (Study 2) we show that empowerment reduces dysfunctional behavior, enhancing satisfaction. Furthermore, we demonstrate that customers' and employees’ emotional bond with the retailer (i.e., store attachment) moderates the relationship between dysfunctional behavior and satisfaction, buffering dissatisfaction from dysfunctional behavior. |
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| Keywords: | Chronic care management theory Dysfunctional behavior Engagement Store attachment Satisfaction |
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