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

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• 作者：Gianfranco Walsh^a ; ¹ ; ^{walsh@uni-koblenz.de"" rel=""nofollow} ; Edward Shiu^b ; ² ; ^{edward.shiu@strath.ac.uk"" rel=""nofollow} ; Louise M. Hassan^c ; ³ ; ^{L.M.Hassan@hw.ac.uk"" rel=""nofollow} ; Nina Michaelidou^d ; ⁴ ; ^{N.Michaelidou@bham.ac.uk"" rel=""nofollow} ; Sharon E. Beatty^e ; ^{SBeatty@cba.ua.edu"" rel=""nofollow}
• 关键词：Emotions ; Loyalty ; Mediation ; Satisfaction ; Store-choice criteria ; Store-environmental cues
• 刊名：Journal of Business Research
• 出版年：2011
• 出版时间：July 2011
• 年：2011
• 卷：64
• 期：7
• 页码：737-744
• 全文大小：400 K

文摘

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.