ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS
This study aims to identify and measure the extent to which employee empathy, communication with staff, and transaction convenience influence the formation of brand love and brand loyalty. The unit of analysis for this research is the users or consumers of skincare products. The research method app...
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| Format: | Article |
| Language: | English |
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Universitas Nusa Cendana
2025-03-01
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| Series: | Journal of Management Small and Medium Enterprises (SME's) |
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| Online Access: | https://ejurnal.undana.ac.id/index.php/JEM/article/view/17947 |
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| author | John David Daniel Hutasoit Kurniawati Kurniawati Yolanda Masnita |
| author_facet | John David Daniel Hutasoit Kurniawati Kurniawati Yolanda Masnita |
| author_sort | John David Daniel Hutasoit |
| collection | DOAJ |
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This study aims to identify and measure the extent to which employee empathy, communication with staff, and transaction convenience influence the formation of brand love and brand loyalty. The unit of analysis for this research is the users or consumers of skincare products. The research method applied in this study is quantitative. Data were collected through questionnaires distributed to users of skincare products from various brands. The results indicate a positive impact of transaction convenience on customer experience, a positive effect of customer experience on brand love, and a positive influence of brand love on brand loyalty. Managers should focus on staff openness, expectation management, inventory, and improvement processes, as well as product return processes, expectation adjustments, and loyalty programs.
Keywords: Employee Empathy; Communication; Transaction Convenience; Brand Love; Brand Loyalty
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| format | Article |
| id | doaj-art-457f18202e8e4bebb68f572a4f1e56f0 |
| institution | OA Journals |
| issn | 2502-2385 2723-469X |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Universitas Nusa Cendana |
| record_format | Article |
| series | Journal of Management Small and Medium Enterprises (SME's) |
| spelling | doaj-art-457f18202e8e4bebb68f572a4f1e56f02025-08-20T02:10:41ZengUniversitas Nusa CendanaJournal of Management Small and Medium Enterprises (SME's)2502-23852723-469X2025-03-0118110.35508/jom.v18i1.17947ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTSJohn David Daniel Hutasoit0Kurniawati Kurniawati1Yolanda Masnita2Magister of Management, Faculty of Economics and Business, Universitas TrisaktiMagister of Management, Faculty of Economics and Business, Universitas TrisaktiMagister of Management, Faculty of Economics and Business, Universitas Trisakti This study aims to identify and measure the extent to which employee empathy, communication with staff, and transaction convenience influence the formation of brand love and brand loyalty. The unit of analysis for this research is the users or consumers of skincare products. The research method applied in this study is quantitative. Data were collected through questionnaires distributed to users of skincare products from various brands. The results indicate a positive impact of transaction convenience on customer experience, a positive effect of customer experience on brand love, and a positive influence of brand love on brand loyalty. Managers should focus on staff openness, expectation management, inventory, and improvement processes, as well as product return processes, expectation adjustments, and loyalty programs. Keywords: Employee Empathy; Communication; Transaction Convenience; Brand Love; Brand Loyalty https://ejurnal.undana.ac.id/index.php/JEM/article/view/17947Employee EmpathyCommunicationTransaction ConvenienceBrand LoveBrand Loyalty |
| spellingShingle | John David Daniel Hutasoit Kurniawati Kurniawati Yolanda Masnita ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS Journal of Management Small and Medium Enterprises (SME's) Employee Empathy Communication Transaction Convenience Brand Love Brand Loyalty |
| title | ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS |
| title_full | ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS |
| title_fullStr | ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS |
| title_full_unstemmed | ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS |
| title_short | ANTECEDENTS AND CONSEQUENCES OF CUSTOMER EXPERIENCE IN SKINCARE PRODUCTS |
| title_sort | antecedents and consequences of customer experience in skincare products |
| topic | Employee Empathy Communication Transaction Convenience Brand Love Brand Loyalty |
| url | https://ejurnal.undana.ac.id/index.php/JEM/article/view/17947 |
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