Determinants and consequences of service experience toward small retailer platform business model: Stimulus-organism-response perspective

This study attempts to understand the determinants and consequences of service experience toward retailers' digital transformation by comparing empirical results from entrepreneurs and consumers. For entrepreneurs, the critical antecedents of service experience include entertainment, tangibility, reliability, and empathy. For customers, the critical antecedents include entertainment, interactivity, tangibility, and empathy. Meanwhile, regarding the consequences of service experience, service experience directly affects both continuous use intention and satisfaction. However, satisfaction mediates the relationship between service experience and continuous use intention for entrepreneurs. In addition, no direct effect is found. Overall, service experience has a meditating effect between stimulus and response variables. Meanwhile, entrepreneurs and customers have different perceptions of the proposed topic.

Automated summary

This study compares the empirical results from entrepreneurs and consumers to understand the determinants and consequences of service experience toward retailers' digital transformation. The critical antecedents and outcomes of service experience differ between entrepreneurs and consumers. The study also reveals that service experience plays a mediating role between stimulus and response variables for both entrepreneurs and consumers.