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

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

Research output: Contribution to journalArticlepeer-review

122 Citations (Scopus)


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.
Original languageEnglish
Pages (from-to)737-744
Number of pages8
JournalJournal of Business Research
Issue number7
Early online date2 Oct 2010
Publication statusPublished - Jul 2011


  • Emotions
  • Loyalty
  • Mediation
  • Satisfaction
  • Store-choice criteria
  • Store-environmental cues


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