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

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Author Info

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

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.

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Bibliographic Info

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

Volume (Year): 64 (2011)
Issue (Month): 7 (July)
Pages: 737-744

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Handle: RePEc:eee:jbrese:v:64:y:2011:i:7:p:737-744

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

Related research

Keywords: Emotions Loyalty Mediation Satisfaction Store-choice criteria Store-environmental cues;

References

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Cited by:
  1. Chang, En-Chung & Lv, Yilin & Chou, Ting-Jui & He, Qingwen & Song, Zhuozhao, 2014. "Now or later: Delay's effects on post-consumption emotions and consumer loyalty," Journal of Business Research, Elsevier, vol. 67(7), pages 1368-1375.

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