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.



Citation:

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.

Authors

Hye-Young Kim, Washington State University
Youn-Kyung Kim, University of Tennessee
Laura Jolly, University of Georgia
Ann Fairhurst, University of Tennessee



Volume

NA - Advances in Consumer Research Volume 35 | 2008



Share Proceeding

Featured papers

See More

Featured

Associative versus Relational Processing: The Role of Elaboration in Evaluative Conditioning

Xiaomeng Fan, Northwestern University, USA
Galen V. Bodenhausen, Northwestern University, USA

Read More

Featured

Trust in the Holy or the Material: The Combined Impact of Religiousness and Materialism on Life Satisfaction

Kelly Gabriel, Vilanova University, USA
Aronte Bennett, Vilanova University, USA

Read More

Featured

J13. The Good and Bad of a Delayed Indulgence: Effects on Self-Perceptions and Purchase Satisfaction

Argiro Kliamenakis, Concordia University, Canada
Kamila Sobol, Concordia University, Canada

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.