Emotions, store-environmental cues, store-choice criteria, and marketing outcomes

Gianfranco Walsh, Edward Shiu, Louise M. Hassan, Nina Michaelidou, Sharon E. Beatty

    Research output: Contribution to journalArticle

    104 Citations (Scopus)

    Abstract

    This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test the hypotheses and model with structural equation modelling. The findings suggest that (a) store-related cognitions differentially affect emotions and customer outcomes (satisfaction and loyalty) and (b) the two emotions of arousal and pleasure differentially mediate the relationships between store-related cognitions and customer outcomes. © 2010 Elsevier Inc.

    Original languageEnglish
    Pages (from-to)737-744
    Number of pages8
    JournalJournal of Business Research
    Volume64
    Issue number7
    DOIs
    Publication statusPublished - Jul 2011

    Keywords

    • Emotions
    • Loyalty
    • Mediation
    • Satisfaction
    • Store-choice criteria
    • Store-environmental cues

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