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首页> 外文期刊>Journal of Business Research >Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop
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Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop

机译：顾客情绪及其在奢侈品零售中的诱因：了解进入奢侈品商店前后顾客情绪的影响

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This research divides customers' on-site luxury shopping experiences into two stages before and after entering a luxury shop and then examines the effect of specific customer emotions in each stage. In detail, this study examines the impact of customer emotions before entering the store on their evaluations of in-store service quality, that of customer evaluations of each quality dimension on their in-store emotions, and that of in-store emotions on customer attitudes toward the brand. Further, this research tests the moderating effect of customers' personal attributes such as brand familiarity and shopping motive. Results demonstrate the importance of differentiating and managing customer emotions before and after entering a luxury shop and offer several insights into how to customize luxury customer service efforts to enhance customers' brand attitudes. (C) 2016 Elsevier Inc. All rights reserved.
机译：该研究将顾客在进入奢侈品商店之前和之后的现场奢侈品购物体验分为两个阶段，然后研究每个阶段中特定顾客情绪的影响。具体地说，本研究调查了进入商店之前顾客情绪对他们对商店服务质量的评估，顾客对每个质量维度的顾客情绪对其店内情绪的评估以及顾客情绪对顾客态度的影响。走向品牌。此外，本研究测试了顾客个人属性（如品牌熟悉度和购物动机）的调节作用。结果证明了区分和管理进入奢侈品店前后的客户情绪的重要性，并提供了一些有关如何定制奢侈品客户服务工作以增强客户品牌态度的见解。 （C）2016 Elsevier Inc.保留所有权利。

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