Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop

Kim, Sooyun; Park, Geebum; Lee, Yeonjoo; Choi, Sunmee

doi:10.1016/j.jbusres.2016.04.178

Cited by 105 publications

(74 citation statements)

References 63 publications

(111 reference statements)

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“…However, we propose that emotions can also have a direct effect on the attitude towards the chain. Recent research reveals a direct path between customer emotions and service brand attitudes (Ivens et al, 2015;Kim et al, 2016). In this sense, Kim et al (1998) proved that affect can shape brand attitudes even in the absence of product beliefs.…”

Section: H3 Emotions Have a Positive Effect On Brand Satisfactionmentioning

confidence: 96%

“…In general, studies conducted in the context of services reveal that consumer satisfaction, as a result of the gap between expectations and perceptions, will influence attitude to the brand (Shin and Elliott, 2001; Krystallis and Chrysochou, 2014). This attitude will also depend on specific emotions arising from the consumer's interaction with the brand (Ivens et al, 2015;Kim et al, 2016). Therefore, for the specific case of hotels, we propose the following hypotheses:…”

Section: H3 Emotions Have a Positive Effect On Brand Satisfactionmentioning

confidence: 99%

See 1 more Smart Citation

Effects of service experience on customer responses to a hotel chain

Bravo

Martínez

Pérez

2019

IJCHM

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Purpose This paper aims to analyse customer experience in a hotel and its impact on customer attitudes to both the individual hotel and the hotel chain. Specifically, the study focuses on the effects of service perceptions on emotions, satisfaction, attitude to hotel chain, intention to return, scepticism towards negative information and Word of Mouth (WOM). Design/methodology/approach An empirical study was carried out on a sample of 300 individuals. Data were analysed through structural equation modelling. Findings Service perceptions and emotions elicited by an individual hotel influence the customer response towards the hotel chain. Among all the outcomes considered, the strongest effects are found on WOM. Originality/value This paper develops and empirically tests an original model that integrates the customer experience in an individual hotel and the customer response to the hotel chain. This model includes variables that have recently been considered in the literature, such as scepticism towards negative information, in combination with more traditional outcomes such as intention to return or WOM.

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Section: H3 Emotions Have a Positive Effect On Brand Satisfactionmentioning

confidence: 96%

Section: H3 Emotions Have a Positive Effect On Brand Satisfactionmentioning

confidence: 99%

Effects of service experience on customer responses to a hotel chain

Bravo

Martínez

Pérez

2019

IJCHM

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“…Another dimension of retailing service quality is personal interaction. Disseminating information about courteous and helpful employees in the store will contribute to forming favorable customer perceptions of the store (Grisaffe and Nguyen 2011;Kim et al 2016). The next dimension of RSQ is problem solving.…”

Section: H3: Information On Retailers Influences Rsqmentioning

confidence: 99%

An application of retailing service quality practices influencing customer loyalty toward retailers

Achchuthan

Jebarajakirthy

2017

MIP

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Purpose Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers. Design/methodology/approach The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses. Findings The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy. Research limitations/implications This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data. Practical implications Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs. Originality/value Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

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“…In other words, emotions do not appear “out of nowhere” as the simple byproduct of a given stimulus and its appraisal. Instead, they are influenced by previous emotional states, or pre-existing individual traits, dispositions, and contextual factors (Verduyn and Brans, 2012 ; Kim et al, 2016 ). Therefore, a technology designer working with emotions should be able to identify and measure emotional profiles or pre-existing individual/contextual characteristics that can influence the effectiveness of emotion-based technological services.…”

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confidence: 99%