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Customer delight in a retail context: investigating delightful and terrible shopping experiences

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  • Arnold, Mark J.
  • Reynolds, Kristy E.
  • Ponder, Nicole
  • Lueg, Jason E.
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    File URL: http://www.sciencedirect.com/science/article/B6V7S-4C4X3M4-1/2/12204e8d79446464d7b3709ff114917c
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    Bibliographic Info

    Article provided by Elsevier in its journal Journal of Business Research.

    Volume (Year): 58 (2005)
    Issue (Month): 8 (August)
    Pages: 1132-1145

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    Handle: RePEc:eee:jbrese:v:58:y:2005:i:8:p:1132-1145

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    Web page: http://www.elsevier.com/locate/jbusres

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    References

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    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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    1. Machleit, Karen A. & Eroglu, Sevgin A., 2000. "Describing and Measuring Emotional Response to Shopping Experience," Journal of Business Research, Elsevier, vol. 49(2), pages 101-111, August.
    2. Claes Fornell & Birger Wernerfelt, 1988. "A Model for Customer Complaint Management," Marketing Science, INFORMS, vol. 7(3), pages 287-298.
    3. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    4. Westbrook, Robert A & Oliver, Richard L, 1991. " The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, University of Chicago Press, vol. 18(1), pages 84-91, June.
    5. Oliver, Richard L. & Winer, Russell S., 1987. "A framework for the formation and structure of consumer expectations: Review and propositions," Journal of Economic Psychology, Elsevier, vol. 8(4), pages 469-499, December.
    6. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, University of Chicago Press, vol. 20(3), pages 418-30, December.
    7. Richins, Marsha L, 1997. " Measuring Emotions in the Consumption Experience," Journal of Consumer Research, University of Chicago Press, vol. 24(2), pages 127-46, September.
    8. Folkes, Valerie S, 1988. " The Availability Heuristic and Perceived Risk," Journal of Consumer Research, University of Chicago Press, vol. 15(1), pages 13-23, June.
    9. Mano, Haim & Oliver, Richard L, 1993. " Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, University of Chicago Press, vol. 20(3), pages 451-66, December.
    10. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. " The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, University of Chicago Press, vol. 9(2), pages 132-40, September.
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    Cited by:
    1. Ganglmair-Wooliscroft, Alexandra & Wooliscroft, Ben, 2013. "A cross-cultural application of the Affective Response to Consumption scale: Investigating US-American and Austrian passengers on long-haul flights," Journal of Business Research, Elsevier, vol. 66(6), pages 765-770.
    2. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    3. Leo, Cheryl & Russell-Bennett, Rebekah, 2014. "Developing a multidimensional scale of customer-oriented deviance (COD)," Journal of Business Research, Elsevier, vol. 67(6), pages 1218-1225.
    4. Beverland, Michael & Lim, Elison Ai Ching & Morrison, Michael & Terziovski, Mile, 2006. "In-store music and consumer-brand relationships: Relational transformation following experiences of (mis)fit," Journal of Business Research, Elsevier, vol. 59(9), pages 982-989, September.
    5. Puccinelli, Nancy M. & Deshpande, Rohit & Isen, Alice M., 2007. "Should I stay or should I go? Mood congruity, self-monitoring and retail context preference," Journal of Business Research, Elsevier, vol. 60(6), pages 640-648, June.
    6. Zhou, Joyce Xin & Arnold, Mark J. & Pereira, Arun & Yu, Jun, 2010. "Chinese consumer decision-making styles: A comparison between the coastal and inland regions," Journal of Business Research, Elsevier, vol. 63(1), pages 45-51, January.
    7. Izquierdo, Segismundo S. & Izquierdo, Luis R., 2007. "The impact of quality uncertainty without asymmetric information on market efficiency," Journal of Business Research, Elsevier, vol. 60(8), pages 858-867, August.
    8. Lang, Åsa, 2012. "City Retailers’ Perceptions of Competition: A Choice Experiment," HUI Working Papers 58, HUI Research.

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