Service provision during the Covid-19 pandemic: Impact on customer well-being and repurchase intention

Abstract

Purpose: This research aims to explore how the maintenance of customers’ relations with service providers during the Covid-19 pandemic affects customers’ well-being and repurchase intentions for the post-pandemic period. Originality/value: This paper uses empirical data collected during the Covid-19 pandemic to shed light on how individuals can improve their well-being during stressful life events through service provisions and how businesses can increase chances of recovery after stressful situations such as a pandemic. Design/methodology/approach: Data were collected during the pandemic with Brazilian consumers. Structural equations models (SEM) techniques were used. Findings: Results show that the stronger the customer’s trust in the service provider before the stressful event, the higher the maintenance of the provider’s relationship during this period. More importantly, this relationship maintenance with the service provider during the Covid-19 pandemic (even when the service is not being provided as previously agreed, e.g., online yoga classes) improved the individual’s satisfaction with life and health (i.e., well-being). These positive effects on well-being are explained by perceptions of control and the feeling of helping the service provider during a crisis (i.e., a pandemic). Furthermore, maintaining the relationship with the service provider during this period increased customers’ future repurchase intentions with the business.