Serviços na pandemia de Covid-19: Impacto no bem-estar do consumidor e na intenção de recompra

Glasenapp, Thiago S.; Rohden, Simoni F.; Dorneles, Lucas B.; Pizzutti, Cristiane

Thiago S. Glasenapp Correspondence concerning this article should be addressed to Thiago S. Glasenapp, Rua Washington Luiz, 855, Centro Histórico, Porto Alegre, Rio Grande do Sul, Brasil, ZIP Code 90010-460. thiago.glasenapp@gmail.com

Federal University of Rio Grande do Sul (Universidade Federal do Rio Grande do Sul - UFRGS), Porto Alegre, RS, Brazil

http://orcid.org/0000-0003-4713-3700

Simoni F. Rohden

Portuguese Institute of Marketing Management (Instituto Português de Administração de Marketing - Ipam), Lisboa, Portugal

http://orcid.org/0000-0002-6173-066X

Lucas B. Dorneles

Federal University of Rio Grande do Sul (Universidade Federal do Rio Grande do Sul - UFRGS), Porto Alegre, RS, Brazil

http://orcid.org/0000-0003-1904-9552

Cristiane Pizzutti

Federal University of Rio Grande do Sul (Universidade Federal do Rio Grande do Sul - UFRGS), Porto Alegre, RS, Brazil

http://orcid.org/0000-0003-4188-5418

Author notes

Thiago S. Glasenapp is now a Ph.D. candidate at Federal University of Rio Grande do Sul (UFRGS); Simoni F. Rohden is a professor at Instituto de Administração de Marketing de Lisboa (Ipam-Lisboa); Lucas B. Dorneles is now a Ph.D. candidate at UFRGS; Cristiane Pizzutti is now a professor at the Postgraduate Program in Administration of UFRGS.

Correspondence concerning this article should be addressed to Thiago S. Glasenapp, Rua Washington Luiz, 855, Centro Histórico, Porto Alegre, Rio Grande do Sul, Brasil, ZIP Code 90010-460. thiago.glasenapp@gmail.com

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Data availability statement: The data that support the findings of this paper is available at: https://figshare.com/s/bd5837e96b4768eeb4d7

Variable	Items	Factor loading	Cronbach’s alpha	CR	AVE
Trust in service provider	What is your opinion about the professional that provided this service to you before the pandemic? Very unreliable / Very reliable	.91	.94	.96	.85
	What is your opinion about the professional that provided this service to you before the pandemic? Very incompetente / Very competent	.93
	What is your opinion about the professional that provided this service to you before the pandemic? Very low integrity / Very high integrity	.94
	What is your opinion about the professional that provided this service to you before the pandemic? Very low response capability to the needs of the customer / Very high response capability to the needs of the customer	.91
Feelings of helping the service provider	I feel that I’m helping the companies/service providers during the pandemic period.	.92	.95	.96	.88
	I feel that I’m doing my part so that companies/service providers survive during the pandemic period.	.95
	I feel that I’m contributing so that the companies/services providers keep operational during the pandemic period.	.95
	I feel that, somehow, I am helping people to maintain their Jobs.	.93
Well-being (life satisfaction)	In most ways, my life is close to my ideal.	.87	.88	.91	.68
	In a lot of senses, the conditions of my life are excellent.	.85
	I am satisfied with life.	.87
	So far, I have gotten the important things I want in life.	.78
	If I could live my life over, I would change almost nothing.	.75
Well-being (mental and physical health)	In general, how would you describe your mental health state nowayadays? Bad / Regular / Good / Very good	.85	r = .49; p < .001^* * This construct was measured with two items; hence instead of using Cronbach’s Alpha, we ran a correlation analysis (Sainfort & Booske, 2000; Verhoef, 2003).	.84	.73
Well-being (mental and physical health)	In general, how would you describe your physical health state nowadays? Bad / Regular / Good / Very good	.85		.84	.73
Repurchase intention	After the pandemic, what’s the probability of using the services of this services provider again?	.89	.92	.95	.86
	After the pandemic, what’s the probability of preferring this service provider when you need this kind of service in the future?	.94
	After the pandemic, what’s the probability of considering this service provider as your first choice for this kind of service in the future?	.94
Stress	During the pandemic, how often do you feel out of control about important things in your life?	.64	.69	.81	.52
	During the pandemic, how often do you feel confident about your ability to deal with personal problems? (R)	.76
	During the pandemic, how often do you feel that things are going the way you would like? (R)	.68
	During the pandemic, how often do you experience difficulties building up so much that you feel you cannot overcome them?	.77
Perceived control	How I deal with the pandemic, at this point, is under my control.	.79	.77	.85	.54
	I don’t have so much control over my emotional reactions to this moment of the pandemic. (R)	.76
	When I am upset because of the pandemic, I can find a way to make myself feel better.	.68
	I have control over my reactions in day-by-day during this moment of the pandemic.	.78
	My reaction to this moment of the pandemic is not under my control. (R)	.63

Variables	Trust in service provider	Feelings of helping the service provider	Well-being (life satisfaction)	Repurchase intention	Stress	Control sense
Trust in service provider	.92
Feelings of helping the service provider	.06^ Correlation is significant at the 0.01 level;	.94
Well being (life satisfaction)	.11^ Correlation is significant at the 0.01 level;	.25^ Correlation is significant at the 0.01 level;	.83
Repurchase intention	.38^ Correlation is significant at the 0.01 level;	.09^ Correlation is significant at the 0.01 level;	.10^ Correlation is significant at the 0.01 level;	.93
Stress	-.07^ Correlation is significant at the 0.01 level;	-.20^ Correlation is significant at the 0.01 level;	-.51^ Correlation is significant at the 0.01 level;	-.05^* * correlation is significant at the 0.05 level.	.72
Perceived control	.05^* * correlation is significant at the 0.05 level.	.23^ Correlation is significant at the 0.01 level;	.41^ Correlation is significant at the 0.01 level;	,04	-.63^ Correlation is significant at the 0.01 level;	.73

Hypotheses	Path			E	SE	p	H
H1	Previous relationship	→	Maintenance of relationship with service provider	.70	.01	p < 0.01	Supported
H2	Maintenance of relationship with service provider	→	Repurchase intention	.27	.03	p < 0.01	Supported
H3a	Maintenance of relationship with service provider	→	Satisfaction with life	.00	.03	p = 0.88	Supported*
H3b	Maintenance of relationship with service provider	→	Health	.03	.01	p < 0.05	Supported
H4a	Feelings of helping the service provider	→	Satisfaction with life	.04	.01	p < 0.01	Supported
H4b	Feelings of helping the service provider	→	Health	.06	.01	p < 0.01	Supported
H5a	Perceived control	→	Satisfaction with life	1.22	.11	p < 0.01	Supported
H5b	Perceived control	→	Health	1.27	.09	p < 0.01	Supported

Control variable	Income maintenance	→	Repurchase intentions	.24	.01	p < 0.05	-
Control variable	Stress	→	Satisfaction with life	-.25	.02	p < 0.01	-
Control variable	Home environment	→	Satisfaction with life	.13	0.02	p < 0.01	-
Control variable	Home environment	→	Health	.04	0.01	p < 0.01	-
Control variable	Home environment	→	Repurchase intention	.08	0.02	p < 0.01	-
Control variable	Educational background	→	Health	.05	.01	p < 0.01	-
Control variable	Educational background	→	Satisfaction with life	.14	.02	p < 0.01	-
Control variable	Income	→	Repurchase intention	.10	.02	p < 0.01	-
Control variable	Income change	→	Health	.04	.005	p < 0.01	-
Control variable	Age	→	Satisfaction with life	.01	.002	p < 0.01	-
Control variable	Gender	→	Health	.15	.02	p < 0.05	-
Control variable	Gender	→	Repurchase intention	- .16	.06	p < 0.01	-

[1] Author notes

Thiago S. Glasenapp is now a Ph.D. candidate at Federal University of Rio Grande do Sul (UFRGS); Simoni F. Rohden is a professor at Instituto de Administração de Marketing de Lisboa (Ipam-Lisboa); Lucas B. Dorneles is now a Ph.D. candidate at UFRGS; Cristiane Pizzutti is now a professor at the Postgraduate Program in Administration of UFRGS.

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Serviços na pandemia de Covid-19: Impacto no bem-estar do consumidor e na intenção de recompra

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