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

G. Walsh, E. Shiu, L. M. Hassan, N. Michaelidou, S. E. Beatty

Research output: Contribution to journalArticle

95 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.
Original languageEnglish
Pages (from-to)737-744
Number of pages8
JournalJournal of Business Research
Volume64
Issue number7
DOIs
Publication statusPublished - Jul 2011

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Keywords

  • emotions
  • price
  • quality
  • store-environmental cues
  • store-choice criteria
  • consumer satisfaction
  • dimensionality
  • loyalty
  • mediation
  • background music
  • shopping behavior
  • model
  • perceptions
  • satisfaction
  • customer satisfaction
  • consumption
  • marketing outcomes

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