Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty

Alan, Alev Koçak; Kabadayı, Ebru Tümer; Yılmaz, Cengiz

doi:10.1007/s11628-015-0288-8

Cited by 39 publications

(49 citation statements)

References 58 publications

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“…Commitment refers to a "psychological state that compels an individual toward a course of action" [13]. Several works on commitment have suggested that emotions result from two main commitments: affective commitment and calculative commitment [23]. The dedication-constraint model concerns these two distinctive commitments.…”

Section: Dedication-constraint Modelmentioning

confidence: 99%

“…Kim et al [4] noted that bean quality, flavor, and aroma are key factors in evaluations of coffee chains. A positive assessment of coffee freshness, aroma, and temperature may enhance consumer satisfaction with a coffee chain [23]. Furthermore, consumers' evaluation of the superiority and excellence of coffee quality may affect the brand image of the coffee chain.…”

Section: Coffee Qualitymentioning

confidence: 99%

“…A number of studies on service marketing and hospitality management investigated the effects of service experiences on consumers' decision-making [21,22,23]. Customers judge service experiences based on functional, mechanic, and humane cues [21,22].…”

Section: Introductionmentioning

confidence: 99%

“…The technical quality of the service is associated with functional cues such as drinking coffee at an appropriate temperature. Therefore, functional cues are essential for generating positive attitudes toward service experiences [23]. Physical environment factors (i.e., facility and atmosphere) may greatly affect customers' attitudes, service evaluation, and behaviors [21,22].…”

Section: Introductionmentioning

confidence: 99%

“…Service performance factors such as the employees' tone of voice and empathy are associated with humane cues. For coffee chain consumers, friendly smiles and sincere greetings from employees can create superior customer experiences [23,24]. However, very few studies have investigated these three aspects of the service experience in relation to consumer satisfaction with, and brand images of, coffee chains.…”

Section: Introductionmentioning

confidence: 99%

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Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers

Kim¹,

Kim²

2018

Preprint

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: Following the phenomenal growth of and competition among coffee chain retailers, the coffee chain market has expanded substantially thanks to rising income levels, the increasing young population, and rapidly changing lifestyles. Attracting consumers’ attention and enhancing their loyalty behaviors have become very difficult for coffee chain retailers. This study seeks to understand the mechanisms through which emotions and the dedication-constraint model lead to brand loyalty and willingness to pay more to certain coffee chain retailers. Emotions and the dedication-constraint model are major factors in the research, but few studies have combined them to examine the formation of loyalty behaviors. This study synthesizes emotional responses and the dedication-constraint model to develop a theoretical model. Based on the ambivalent view of emotions, it also examines how positive and negative emotions affect the combination of brand loyalty and willingness to pay more to certain coffee chain retailers. Moreover, it identifies the antecedents of affective and calculative commitments in the context of coffee chain retailers. Our findings indicate that loyalty behaviors (dedication- and constraint-based mechanisms from brand loyalty and willingness to pay more to certain coffee chain retailers), emotional responses, and affective and calculative commitments significantly affect brand loyalty directly and indirectly through both positive and negative emotions. Furthermore, service quality, physical environment quality, and price fairness significantly affect affective commitments, while price fairness significantly affects both affective and calculative commitments. Finally, affective and calculative commitments significantly affect willingness to pay more, both directly and indirectly, through positive emotions and affect it directly through negative emotions. The results’ theoretical and managerial implications and possible future research directions are discussed.

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Section: Dedication-constraint Modelmentioning

confidence: 99%

Section: Coffee Qualitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers

Kim¹,

Kim²

2018

Preprint

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Customer experience in coffee stores: A multidisciplinary Neuromarketing approach

Rancati,

Nguyen,

Fowler

et al. 2023

J of Consumer Behaviour

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Companies in the service retailing industry are constantly looking for strategies to provide a customer experience that improves brand perception and increases customer loyalty. This study provides a deeper understanding of customer experience in two coffee stores in Vietnam by providing a multidisciplinary approach, including a quantitative and a neuromarketing approach. Two‐hundred participants participated in the study, combining mystery shopping visits with the Brand Association Reaction Time Test (BARTT). Results from the mystery shopping visits confirm the holistic concept of customer experience. Store atmosphere, employee service, drink quality, price, and previous visits significantly impact customer experience. Empirical results also confirm the impact of customer experience on loyalty. Furthermore, the BARTT analysis shows that in‐store customer experience can influence customers' short‐term brand perceptions. The national brand is associated with friendly, expensive, globalized, and unique, whereas the local brand revealed significant associations with clean, smells good, welcoming, and unique. From the mystery shopping results and the BARTT, we can infer that customer experience needs multi‐methodological capturing of its multifaceted aspects. Our findings are relevant to researchers and practitioners seeking to understand and bolster customer experiences, justifying a multidisciplinary approach and the application of new insightful tools.

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How to explain service failure? Impacts of justifications

Chen

Lee

2017

Serv Bus

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Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty

Cited by 39 publications

References 58 publications

Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers

Integrative View of Emotion and the Dedication-Constraint Model in the Case of Coffee Chain Retailers

Customer experience in coffee stores: A multidisciplinary Neuromarketing approach

How to explain service failure? Impacts of justifications

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