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

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

doi:10.1016/j.jbusres.2010.07.008

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 journal › Article › peer-review

183 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 language	English
Pages (from-to)	737-744
Number of pages	8
Journal	Journal of Business Research
Volume	64
Issue number	7
DOIs	https://doi.org/10.1016/j.jbusres.2010.07.008
Publication status	Published - Jul 2011

Keywords

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

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10.1016/j.jbusres.2010.07.008

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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. {\textcopyright} 2010 Elsevier Inc.",

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AU - Beatty, Sharon E.

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AB - 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.

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KW - Loyalty

KW - Mediation

KW - Satisfaction

KW - Store-choice criteria

KW - Store-environmental cues

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ER -

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

Abstract

Keywords

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