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

Author

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  • 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.

Suggested Citation

  • Walsh, Gianfranco & Shiu, Edward & Hassan, Louise M. & Michaelidou, Nina & Beatty, Sharon E., 2011. "Emotions, store-environmental cues, store-choice criteria, and marketing outcomes," Journal of Business Research, Elsevier, vol. 64(7), pages 737-744, July.
    • Handle: RePEc:eee:jbrese:v:64:y:2011:i:7:p:737-744
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