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

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

doi:10.1016/j.jbusres.2010.07.008

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

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

Marketing

Research output: Contribution to journal › Article › peer-review

187 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 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
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

Access to Document

10.1016/j.jbusres.2010.07.008

Cite this

@article{30d874d127394378a0a2d8e80532f40e,

title = "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes",

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. ",

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",

author = "G. Walsh and E. Shiu and Hassan, {L. M.} and N. Michaelidou and Beatty, {S. E.}",

year = "2011",

month = jul,

doi = "10.1016/j.jbusres.2010.07.008",

language = "English",

volume = "64",

pages = "737--744",

journal = "Journal of Business Research",

issn = "0148-2963",

number = "7",

}

TY - JOUR

T1 - Emotions, store-environmental cues, store-choice criteria, and marketing outcomes

AU - Walsh, G.

AU - Shiu, E.

AU - Hassan, L. M.

AU - Michaelidou, N.

AU - Beatty, S. E.

PY - 2011/7

Y1 - 2011/7

N2 - 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.

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.

KW - emotions

KW - price

KW - quality

KW - store-environmental cues

KW - store-choice criteria

KW - consumer satisfaction

KW - dimensionality

KW - loyalty

KW - mediation

KW - background music

KW - shopping behavior

KW - model

KW - perceptions

KW - satisfaction

KW - customer satisfaction

KW - consumption

KW - marketing outcomes

UR - http://www.scopus.com/inward/record.url?scp=79955475184&partnerID=8YFLogxK

U2 - 10.1016/j.jbusres.2010.07.008

DO - 10.1016/j.jbusres.2010.07.008

M3 - Article

SN - 0148-2963

VL - 64

SP - 737

EP - 744

JO - Journal of Business Research

JF - Journal of Business Research

IS - 7

ER -

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

Abstract

Keywords

Access to Document

Other files and links

Fingerprint

The mediating role of emotions in the link between store-environment cues, store-choice criteria and marketing outcomes

Cite this