دانلود رایگان مقاله لاتین درک احساسات مشتری خرده فروشی لوکس از سایت الزویر
عنوان فارسی مقاله:
احساسات مشتری و عوامل آنها در خرده فروشی های لوکس: درک تاثیرات احساسات مشتری قبل و بعد از ورود به فروشگاه لوکس
عنوان انگلیسی مقاله:
Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Theoretical background and hypotheses development
2.1. Shopping experience and emotion in the luxury retail setting Together with product design and marketing communication, retail management is a core competency area for luxury firms (Bruce & Kratz, 2007). The importance of retail experience design has rapidly emerged, primarily owing to the demonstrated effect of customer emotions on their attitudes and behaviors (Jones, Reynolds, & Arnold, 2006). Emotional responses are a particularly powerful antecedent to consumers' evaluation of experience and brand attitude for hedonic products (Kempf, 1999). Since luxury brands provide hedonic rewards and sensory fulfillment through high-quality products and services (Vigneron & Johnson, 2004) and help consumers accomplish status-seeking purposes (Atwal & Williams, 2009), luxury shopping is considered to be more hedonic than functional. Emotions are closely linked to customer's attitude toward the luxury brand (Bian & Forsythe, 2012). Thus, luxury firms have to carefully design their customer retail experiences (Bruce & Kratz, 2007). Henceforth, emotion studies are warranted for the luxury retail context. 2.2. Stimulus-organism-response (S-O-R) framework In the field of environmental psychology, Mehrabian and Russell (1974) suggests that environmental stimuli (S) lead to emotional reaction (O), which, in turn, drives customers' behavioral response (R). According to the S-O-R paradigm, consumers show three emotional states in response to environmental stimuli: pleasure, arousal, and dominance (i.e., the PAD scale). These emotional responses result in two contrasting consumer behaviors: approach or avoidance (Mehrabian & Russell, 1974). Studies in the retail domain that have applied the S-OR framework showed that while pleasure is a powerful determinant of approach-avoidance behaviors (Donovan et al., 1994), arousal is a major motivation for experientially-oriented consumers (Hirschman & Holbrook, 1982) and is an amplifier of the effect of the positive or negative hedonic tone of consumption experiences (Mano & Oliver, 1993). Dominance, by contrast, is not significant in its effect (Donovan et al., 1994). Despite the contribution of the S-O-R framework, an issue is raised with its PAD scale, which measures consumers' emotional responses to environmental stimuli on bipolar continuums. For example, Westbrook (1987) criticized the bipolar conceptualization for allowing the joint occurrence of pleasant and unpleasant states and proposed a unipolar view as more suitable. Babin, Darden, and Babin (1998) agree with Westbrook's view by explaining that one can feel negative emotions and positive emotions simultaneously. For these reasons, some studies have adopted a valence emotion scheme (Jang & Namkung, 2009; Yoo, Park, & Macinnis, 1998). However, the unipolar view is also limited in distinguishing emotions of similar valence levels, such as negative emotions of fear and anger, or positive emotions of happiness and contentment (Watson & Spence, 2007).
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کلمات کلیدی:
Customer emotions and their triggers in luxury retail ... - IDEAS/RePEc https://ideas.repec.org/a/eee/jbrese/v69y2016i12p5809-5818.html by S Kim - 2016 - Cited by 5 - Related articles Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop ... Customer emotions and their triggers in luxury retail: Understanding ... isi-dl.com/download/341771 Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop. Sooyun Kim ... Customer emotions and their triggers in luxury retail: Understanding ... isi-dl.com/item/341771 Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop. sciencedirect.com ... WHAT TRIGGERS CUSTOMER EMOTION IN THE LUXURY RETAIL ... db.koreascholar.com/article?code=299262 - Translate this page by S Kim - 2015 WHAT TRIGGERS CUSTOMER EMOTION IN THE LUXURY RETAIL SETTING: ... AFTER ENTERING A LUXURY SHOP AND ITS CUSTOMER EFFECT. Customer emotions and their triggers in luxury retail ... - DeepDyve https://www.deepdyve.com/.../customer-emotions-and-their-triggers-in-luxury-retail-u... Read "Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop, Journal of ... Journal of Business Research Volume 69 Issue 12 | DeepDyve https://www.deepdyve.com/browse/journals/journal-of-business-research/2016/.../i12 Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop · This research ... Customer emotions and their triggers in luxury retail - Соционет https://socionet.ru/publication.xml?h=repec:eee:jbrese:v:69:y:2016:i:12:p:5809... Oct 12, 2016 - Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop Service Articles in the Journal of Business Research (Dec 2016 ... www.servsig.org/.../service-articles-in-the-journal-of-business-research-nov-2016-2/ Jan 5, 2017 - Kim, S., G. Park, Y. Lee and S. Choi (2016): Customer emotions and their triggers in luxury retail: Understanding the effects of customer ...
