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

机译:情绪,商店环境提示,商店选择标准和营销结果

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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.
机译:这项研究将与商店相关的认知,顾客情绪(唤起和愉悦),满意度和忠诚度相关的现有研究整合到一个框架中。研究人员对一家主要连锁店的四家咖啡店的274位顾客进行了调查。利用这些数据,研究人员使用结构方程模型测试了假设和模型。研究结果表明:(a)与商店相关的认知差异地影响情绪和顾客结果(满意度和忠诚度);(b)唤醒和愉悦的两种情绪不同地介导与商店相关的认知与顾客结果之间的关系。

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