Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop
Tài liệu tham khảo
Alba, 1987, Dimensions of consumer expertise, Journal of Consumer Research, 13, 411, 10.1086/209080
Atwal, 2009, Luxury brand marketing: The experience is everything!, Journal of Brand Management, 16, 338, 10.1057/bm.2008.48
Babin, 1998, Negative emotions in marketing research: Affect or artifact?, Journal of Business Research, 42, 271, 10.1016/S0148-2963(97)00124-0
Bain & Company
Barsky, 2002, Evoking emotion: Affective keys to hotel loyalty, Cornell Hotel and Restaurant Administration Quarterly, 43, 39, 10.1016/S0010-8804(02)80007-6
Batra, 2000, Effects of brand local and nonlocal origin on consumer attitudes in developing countries, Journal of Consumer Psychology, 9, 83, 10.1207/S15327663JCP0902_3
Bennett, 2005, Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R, Industrial Marketing Management, 34, 97, 10.1016/j.indmarman.2004.08.003
Bian, 2012, Purchase intention for luxury brands: A cross cultural comparison, Journal of Business Research, 65, 1443, 10.1016/j.jbusres.2011.10.010
Bruce, 2007, Competitive marketing strategies of luxury fashion companies, 130
Campbell, 2003, Brand familiarity and advertising repetition effects, Journal of Consumer Research, 30, 292, 10.1086/376800
Chaudhuri, 2002, A study of emotion and reason in products and services, Journal of Consumer Behaviour, 1, 267, 10.1002/cb.72
Dabholkar, 1996, A measure of service quality for retail stores: Scale development and validation, Journal of the Academy of Marketing Science, 24, 3, 10.1007/BF02893933
Dahl, 2001, Embarrassment in consumer purchase: The roles of social presence and purchase familiarity, Journal of Consumer Research, 28, 473, 10.1086/323734
Dasu, 2010, Designing the soft side of customer service, MIT Sloan Management Review, 52, 33
Dawson, 1990, Shopping motives, emotional states, and retail outcomes, Journal of Retailing, 66, 408
Donovan, 1994, Store atmosphere and purchasing behavior, Journal of Retailing, 70, 283, 10.1016/0022-4359(94)90037-X
Fionda, 2009, The anatomy of the luxury fashion brand, Journal of Brand Management, 16, 347, 10.1057/bm.2008.45
Fiore, 2007, An integrative framework capturing experiential and utilitarian shopping experience, International Journal of Retail & Distribution Management, 35, 421, 10.1108/09590550710750313
Gardner, 1985, Mood states and consumer behavior: A critical review, Journal of Consumer Research, 12, 281, 10.1086/208516
Hirschman, 1982, Hedonic consumption: Emerging concepts, methods and propositions, Journal of Marketing, 46, 92, 10.2307/1251707
Hofstede, 1991
Hou, 2013, Personnel service, consumption emotion, and patronage intention in department stores, International Business Research, 6, 6, 10.5539/ibr.v6n3p6
Izard, 1977
Jang, 2009, Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants, Journal of Business Research, 62, 451, 10.1016/j.jbusres.2008.01.038
Jin, 2003, A typology of Korean discount shoppers: Shopping motives, store attributes, and outcomes, International Journal of Service Industry Management, 14, 396, 10.1108/09564230310489240
Jones, 2006, Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes, Journal of Business Research, 59, 974, 10.1016/j.jbusres.2006.03.006
Jung, 2011, Brand equity of luxury fashion brands among Chinese and US young female consumers, Journal of East-West Business, 17, 48, 10.1080/10669868.2011.598756
Kempf, 1999, Attitude formation from product trial: Distinct roles of cognition and affect for hedonic and functional products, Psychology and Marketing, 16, 35, 10.1002/(SICI)1520-6793(199901)16:1<35::AID-MAR3>3.0.CO;2-U
Kim, 2012, Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand, Journal of Business Research, 65, 1480, 10.1016/j.jbusres.2011.10.014
Kim, 2015, Impacts of US affluent consumers' luxury goods consumption beliefs on repeat purchases of luxury goods: Generational and gender comparison analyses, Journal of Global Fashion Marketing, 6, 207, 10.1080/20932685.2015.1032318
Kim, 1998, The role of affect in attitude formation: A classical conditioning approach, Journal of the Academy of Marketing Science, 26, 143, 10.1177/0092070398262005
Laros, 2005, Emotions in consumer behavior: A hierarchical approach, Journal of Business Research, 58, 1437, 10.1016/j.jbusres.2003.09.013
Latter, 2010, The roles of consumers need for uniqueness and status consumption in haute couture luxury brands, Journal of Global Fashion Marketing, 1, 206, 10.1080/20932685.2010.10593072
Levine, 2009, Emotion and memory narrowing: A review and goal-relevance approach, Cognition & Emotion, 23, 833, 10.1080/02699930902738863
Licata, 2008, The consumer's expectation formation process over time, Journal of Services Marketing, 22, 176, 10.1108/08876040810871147
Liljander, 2002, Impact of customer preconsumption mood on the evaluation of employee behavior in service encounters, Psychology and Marketing, 19, 837, 10.1002/mar.10040
Machleit, 2000, Describing and measuring emotional response to shopping experience, Journal of Business Research, 49, 101, 10.1016/S0148-2963(99)00007-7
Machleit, 1988, Emotional feelings and attitude toward the advertisement: The roles of brand familiarity and repetition, Journal of Advertising, 17, 27, 10.1080/00913367.1988.10673121
Mano, 1993, Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction, Journal of Consumer Research, 20, 451, 10.1086/209361
Mattila, 2008, Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting, Journal of Hospitality and Tourism Research, 32, 89, 10.1177/1096348007309570
Mattila, 2000, The role of preconsumption affect in postpurchase evaluation of services, Psychology and Marketing, 17, 587, 10.1002/(SICI)1520-6793(200007)17:7<587::AID-MAR2>3.0.CO;2-3
McCabe, 2007, Perceived service quality and shopping motivations: A dynamic relationship, Services Marketing Quarterly, 29, 1, 10.1300/J396v29n01_01
Mehrabian, 1974
Mischel, 1972, Cognitive and attentional mechanisms in delay of gratification, Journal of Personality and Social Psychology, 21, 204, 10.1037/h0032198
Moore, 1973, Affect and altruism, Developmental Psychology, 8, 99, 10.1037/h0033847
Parasuraman, 1988, Servqual: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 12
Park, 2009, Cultural differences in shopping for luxury goods: Western, Asian, and Hispanic tourists, Journal of Travel & Tourism Marketing, 26, 762, 10.1080/10548400903356152
Peshkova, 2016, Intimacy of the Russian upper middle class with luxury fashion, Journal of Global Scholars of Marketing Science, 26, 152, 10.1080/21639159.2016.1143152
Podsakoff, 1986, Self-reports in organizational research: Problems and prospects, Journal of Management, 12, 531, 10.1177/014920638601200408
Pullman, 2003, Welcome to your experience: Where you can check out anytime you'd like, but you can never leave, Journal of Business and Management, 9, 215
Radon, 2012, Luxury brand exclusivity strategies – An illustration of a cultural collaboration, Journal of Business Administration Research, 1, 106, 10.5430/jbar.v1n1p106
Richins, 1997, Measuring emotions in the consumption experience, Journal of Consumer Research, 24, 127, 10.1086/209499
Roseman, 1996, Appraisal determinants of emotions: Constructing a more accurate and comprehensive theory, Cognition & Emotion, 10, 241, 10.1080/026999396380240
Ryu, 2011, Consumer attitudes and shopping intentions toward pop-up fashion stores, Journal of Global Fashion Marketing, 2, 139, 10.1080/20932685.2011.10593092
Shaver, 1987, Emotion knowledge: Further exploration of a prototype approach, Journal of Personality and Social Psychology, 52, 1061, 10.1037/0022-3514.52.6.1061
Sperber, 1994, Cross-cultural translation: Methodology and validation, Journal of Cross-Cultural Psychology, 25, 501, 10.1177/0022022194254006
Stanforth, 2011, Luxury perceptions: A comparison of Korean and American consumers, Journal of Global Fashion Marketing, 2, 95, 10.1080/20932685.2011.10593087
Storm, 1987, A taxonomic study of the vocabulary of emotions, Journal of Personality and Social Psychology, 53, 805, 10.1037/0022-3514.53.4.805
Tam, 2008, Brand familiarity: Its effects on satisfaction evaluations, Journal of Services Marketing, 22, 3, 10.1108/08876040810851914
Taylor, 2000, Marketing strategies: Gaining a competitive advantage through the use of emotion, Competitiveness Review, 10, 146, 10.1108/eb046407
Tsai, 2002, Mechanisms linking employee affective delivery and customer behavioral intentions, Journal of Applied Psychology, 87, 1001, 10.1037/0021-9010.87.5.1001
Tynan, 2010, Co-creating value for luxury brands, Journal of Business Research, 63, 1156, 10.1016/j.jbusres.2009.10.012
Vickers, 2003, The marketing of luxury goods: An exploratory study - three conceptual dimensions, The Marketing Review, 3, 459, 10.1362/146934703771910071
Vigneron, 2004, Measuring perceptions of brand luxury, Journal of Brand Management, 11, 484, 10.1057/palgrave.bm.2540194
Wainer, 1987, Item clusters and computerized adaptive testing: A case for testlets, Journal of Educational Measurement, 24, 185, 10.1111/j.1745-3984.1987.tb00274.x
Watson, 2007, Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory, European Journal of Marketing, 41, 487, 10.1108/03090560710737570
Westbrook, 1987, Product/consumption-based affective responses and postpurchase processes, Journal of Marketing Research, 24, 258, 10.2307/3151636
Wiedmann, 2007, Measuring consumers' luxury value perception: A cross-cultural framework, Academy of Marketing Science Review, 2007, 1
Wilburn, 2007
Wong, 2014, Measuring customer service quality of luxury fashion brands in Hong Kong, International Research Journal of Marketing, 2, 28, 10.12966/irjm.05.02.2014
Yoo, 2001, Developing and validating a multidimensional consumer-based brand equity scale, Journal of Business Research, 52, 1, 10.1016/S0148-2963(99)00098-3
Yoo, 1998, Effects of store characteristics and in-store emotional experiences on store attitude, Journal of Business Research, 42, 253, 10.1016/S0148-2963(97)00122-7
Zajonc, 1982, Affective and cognitive factors in preferences, Journal of Consumer Research, 9, 123, 10.1086/208905