Satisfied Customers' Love Toward Retailers: a Cross-Product Exploration
This study attempts to increase our understanding of the phenomenon of love specifically in the apparel and grocery retailing contexts. By incorporating “customer love,” a construct that helps explain variation in satisfied customers’ emotional responses to retailers, this study proposes a mechanism by which love is formed and manifested in the sequence of emotional loyalty articulated by Barnes (2005). The empirical results show that customer love is predicted by perceived relationship investment, hedonic store experience, and symbolic store experience. Customer love and symbolic store experience, in turn, are linked to a higher level of competitive insulation, ultimately leading to action loyalty.
Hye-Young Kim, Youn-Kyung Kim, Laura Jolly, and Ann Fairhurst (2008) ,"Satisfied Customers' Love Toward Retailers: a Cross-Product Exploration", in NA - Advances in Consumer Research Volume 35, eds. Angela Y. Lee and Dilip Soman, Duluth, MN : Association for Consumer Research, Pages: 507-515.
Hye-Young Kim, Washington State University
Youn-Kyung Kim, University of Tennessee
Laura Jolly, University of Georgia
Ann Fairhurst, University of Tennessee
NA - Advances in Consumer Research Volume 35 | 2008
Brands as Mediators: A Research Agenda
Philipp K. Wegerer, University of Innsbruck, Austria
Increasing Consumption of Larger Product Sizes through Symbolic Congruity: Size Label Color and Product Temperature
Seth Ketron, East Carolina University
Nancy Spears, University of North Texas
Priming & Privacy: How Subtle Trust Cues Online Affect Consumer Disclosure and Purchase Intentions
James A Mourey, DePaul University, USA
Ari Waldman, New York Law School