The role of love in satisfied customers' relationships with retailers

Hye Young Kim, Youn Kyung Kim, Laura Jolly, Ann Fairhurst

Research output: Contribution to journalArticlepeer-review

9 Scopus citations

Abstract

This study proposes and tests a model that includes customer love as a measure of satisfied customers' emotional responses to retailers specifically in apparel and grocery store contexts. Customer love was found to partially mediate the effect of service quality on positive word-of-mouth and willingness to pay more. In contrast, customer love was proven to fully mediate the effect of service quality on self-disclosure and competitive insulation. As a control variable, emotional intensity had a positive effect on customer love. The implications of the customer love construct are discussed, as well as limitations and areas for future research.

Original languageEnglish (US)
Pages (from-to)285-296
Number of pages12
JournalInternational Review of Retail, Distribution and Consumer Research
Volume20
Issue number3
DOIs
StatePublished - Jul 2010

Keywords

  • Love
  • Loyalty
  • Retailing
  • Satisfaction
  • Service quality

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