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

Gianfranco Walsh, Edward Shiu (), Louise M. Hassan, Nina Michaelidou and Sharon E. Beatty

Journal of Business Research, 2011, vol. 64, issue 7, 737-744

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; Loyalty; Mediation; Satisfaction; Store-choice; criteria; Store-environmental; cues (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (33)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:64:y:2011:i:7:p:737-744

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