This study explores post-purchase regret and consumer satisfaction in the luxury goods market by looking at how consumers cope with this negative experience. The results show that be-cause luxury goods are bought to make statements of social status or for emotional satisfaction, these factors lead to regret post—purchase, decreasing objective satisfaction and future purchases. The study uses a combination of primary data from questionnaire and secondary data from industry reports and literature to examine the emotional and psychological consequences of luxury consumption. Customers of older age experience high purchase satisfaction as they have a more rational approach to spending on the other hand younger customers, influenced by social trends experience more post—purchase regret. Coping strategies, including rational thinking, reissuance from social and personal relationship, and return policies, assist in diffusing the impact of regret. The study informs luxury brands about these dynamics in order to enhance customer experiences, build brand loyalty, and influence future purchases.

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Post-purchase Regret and Consumer Satisfaction: Exploring Coping Mechanisms in Luxury Purchases

  • Aneesha K. Shaji,
  • N. Sivasankar,
  • Tojo Jose,
  • M. Muralikrishnan,
  • Ahamed Aman,
  • Maria Jittu Abraham

摘要

This study explores post-purchase regret and consumer satisfaction in the luxury goods market by looking at how consumers cope with this negative experience. The results show that be-cause luxury goods are bought to make statements of social status or for emotional satisfaction, these factors lead to regret post—purchase, decreasing objective satisfaction and future purchases. The study uses a combination of primary data from questionnaire and secondary data from industry reports and literature to examine the emotional and psychological consequences of luxury consumption. Customers of older age experience high purchase satisfaction as they have a more rational approach to spending on the other hand younger customers, influenced by social trends experience more post—purchase regret. Coping strategies, including rational thinking, reissuance from social and personal relationship, and return policies, assist in diffusing the impact of regret. The study informs luxury brands about these dynamics in order to enhance customer experiences, build brand loyalty, and influence future purchases.