The influence of atmospheric elements on emotions, perceived value and behavioral intentions

Bigdeli, Farideh; Bigdeli, Azam; Bigdeli, Fariba

doi:10.5267/j.msl.2014.4.004

Cited by 14 publications

(14 citation statements)

References 41 publications

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“…This influence is lower than the direct influence between store image and repurchase without going through emotional variables. The results of a similar study were found in the study of Bigdeli et al (2014). The existence of a good store image from aspects of the atmosphere, interaction, and good arrangement will increase the emotions of the customer.…”

Section: Structural Model Compatibility Test Resultssupporting

confidence: 74%

A general structural equation model of the emotions and repurchase intention in modern retail

Simanjuntak¹,

Nur²,

Sartono³

et al. 2020

10.5267/j.msl

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The major objective of this study is to analyze the effect of the shopping environment and situation as perceived by modern retail shoppers into perceived crowding, store image, and shopping motives toward emotions and repurchase intention in the context of a grocery modern retail. The cross-sectional design method was used in this study, and the data were collected from a customer survey with randomly selected 244 respondents using an online questionnaire. According to the findings the perceived crowding, store image, and shopping motives affected positively on the customer emotions. The perceived crowding was revealed as the most influential variable on the emotions. We also found a direct effect of perceived crowding and store image on repurchase intention. Furthermore, the high-density retail condition shoppers tend to feel pleased with the shopping environment and give a positive appraisal to the store image. But unfortunately, a high-density retail condition could discourage the shoppers to have repurchase intention. Interestingly, when the emotions were used as a mediating variable of perceived crowding and repurchase intention, those independent variables affected on repurchase intention, positively. Therefore, the shoppers' emotions were the most important factor affected on repurchase intention in modern retail. The more they enjoy the shopping environment and situations, the more they are interested in making future purchases.

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Section: Structural Model Compatibility Test Resultssupporting

confidence: 74%

A general structural equation model of the emotions and repurchase intention in modern retail

Simanjuntak¹,

Nur²,

Sartono³

et al. 2020

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

“…This result indicates that when customers feel higher levels of pleasure, they become more likely to convey higher intentions to revisit the restaurant and to recommend it to their friends. This result conforms to the findings of several similar empirical studies (Ryu & Jang, 2007;Ali & Amin, 2014;Bigdeli & Bigdeli, 2014). The results of Sweeney and Wyber (2002) for instance confirmed a positive association between the affective states of customers and their behavioural intentions.…”

Section: Discussion Of Findingssupporting

confidence: 91%

“…In the M-R model, emotion states fall into three basic elements involving: pleasure; arousal; and dominance (known as PAD states). Conceptual insights and observed evidences reported dominance as a non-significant affective state in predicting individual behaviour in business environments, where much of the affective responses are mainly limited to pleasure and arousal (Ryu & Jang, 2007;Ali & Amin, 2014;Bigdeli & Bigdeli, 2014;Hermawan & Yusran, 2015;Morrison et al, 2011;and Simanjuntak et al, 2020). In accordance with this, our study will adopt only pleasure and arousal as major affective organism states.…”

Section: Fig 1 One-step Parallel Mediation Modelsupporting

confidence: 67%

“…For instance, customer behavioural intentions were found to be significantly and directly affected by design factors in different business contexts (Loureiro et al, 2013;Ali & Amin, 2014;Baksi, 2013;Heung & Gu, 2012). Restaurant design was also found to enhance the level of customer affective states (Bigdeli & Bigdeli, 2014;Hyun & Kang, 2014;Chebat & Morrin, 2007;Hermawan & Yusran, 2015) and to improve customers' perceptions in relation to quality (Jang & Namkung 2009;Lee & Kim 2014). The results of path analysis suggested that hypothesis four (H4) is partially supported.…”

Section: Discussion Of Findingsmentioning

confidence: 99%

“…Design factors such as layout have a significant influence on a customer's quality perception. Empirical evidence also approved the capability of design factors to affect individual emotion (Bigdeli & Bigdeli, 2014;Chebat & Morrin, 2007;Hermawan & Yusran, 2015), behavioural intention (Ali & Amin, 2014;Baksi, 2013;Heung & Gu, 2012), and perceived quality (Jang & Namkung 2009;Lee & Kim 2014). Based on previous discussion of literature, the following hypotheses were suggested: H3: There is a significant positive effect of restaurant design on the perceived quality of a restaurant servicescape.…”

Section: Fig 1 One-step Parallel Mediation Modelmentioning

confidence: 96%

See 2 more Smart Citations

The effect of design of restaurant on customer behavioral intentions

Nusairat¹,

Hammouri²,

Al-Ghadir³

et al. 2020

10.5267/j.msl

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This study investigates the mechanism by which customers' affective and cognitive states drive their behavioural intentions towards upscale restaurants. With stimulus-organism-response (SOR) theory as a backbone, two competing mediation scenarios; one-step versus two-step mediation are examined. A dataset of 425 conveniently selected valid responses was used to test the models. Structural equation modelling shows that customer behavioural intentions were better explained by a cognitive-affective mediated model than by one-step mediated model. The results of hypotheses testing reveal the significance of restaurant design in enrichening customers' cognitive experience, thus, eliciting their affective states, which ultimately affect their behavioural intentions. This paper shows the applicability of the cognitive theory of emotions in explaining restaurant design-customer behavioural intentions relationship. The results also provide insights for restaurant operators on how the design characteristics of their restaurants can be best utilised to encourage positive customer responses. Discussion, conclusion and future work are also provided.

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The moderating impact of emotions on customer equity drivers and loyalty intentions

Razzaq

Yousaf

Hong

2017

APJML

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Purpose The purpose of this paper is to investigate the significant contribution of emotions along with other conventional loyalty drivers on the loyalty intentions. Design/methodology/approach The influence of three conventional loyalty drivers, i.e., value equity, brand equity, relationship equity on loyalty intentions was investigated by further exploring the moderating effects of negative and positive emotions. A sample of 834 Pakistani consumers in the supermarkets and banking industries was studied employing store-intercept survey design. Findings Consumer behavior is driven by emotions in both the supermarkets and banking context. Thus, in order to better predict customer loyalty intentions, the emotional component is crucial and should be included along with other cognitive components. Practical implications Since customers’ emotional responses throughout service delivery are strongly linked to loyalty, therefore supermarkets and bank service managers need to make sure that the customers experience with their services as pleasurable as possible and for this purpose, customer service employees need to be trained in order to better understand the customers’ emotional responses during the course of service delivery process. Originality/value The present study complements the existing literature regarding the role of emotions in service settings and offers a new point of view for the linkage among emotions, customer equity drivers and customer loyalty intentions.

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The influence of atmospheric elements on emotions, perceived value and behavioral intentions

Cited by 14 publications

References 41 publications

A general structural equation model of the emotions and repurchase intention in modern retail

A general structural equation model of the emotions and repurchase intention in modern retail

The effect of design of restaurant on customer behavioral intentions

The moderating impact of emotions on customer equity drivers and loyalty intentions

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