How to gain loyalty by strengthening consumer well-being has gained considerable attention of scholars and practitioners, which has also become an essential research topic within management, marketing and psychology fileds. Through applying methods of grounded theory, critical event technique, and questionnaire survey, this study aimed to develop its construct and then identify drivers of consumer well-being. It was found that consumer well-being included two dimensions, namely satisfaction and positive affect. Drivers of consumer well-being included interpersonal factors (service employee and other customers) and non-interpersonal factors (product/service and service atmosphere). Interpersonal factor-service employee had the biggest effect on consumer well-being, followed by other customers, service atmosphere and product/service.