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.
Original language | English |
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Pages (from-to) | 737-744 |
Number of pages | 8 |
Journal | Journal of Business Research |
Volume | 64 |
Issue number | 7 |
Early online date | 2 Oct 2010 |
DOIs | |
Publication status | Published - Jul 2011 |
Keywords
- Emotions
- Loyalty
- Mediation
- Satisfaction
- Store-choice criteria
- Store-environmental cues