Walsh, Gianfranco; Shiu, Edward; Hassan, Louise M.; … - In: Journal of Business Research 64 (2011) 7, pp. 737-744
This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test...