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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/13285

Title: Measuring emotions in customer experiences in retail store environments. Testing the applicability of thee emotion measurement instruments
Authors: Petermans, Ann
Van Cleempoel, Koenraad
Nuyts, Erik
Vanrie, Jan
Issue Date: 2009
Citation: IASDR 2009 - 3th World Conference on Design Research, p.2257-2266
Abstract: Since economy and marketing are shifting from a goods to a service dominant logic, creating and directing memorable customer experiences in retail store environments has become a valuable differentiation strategy. While customer experiences continually receive more attention in literature, knowledge about how to induce these experiences often lacks definitions of central concepts and empirical support. Given that different authors have acknowledged an environment’s ability to change consumer emotions and thereby affecting consumer responses, different attempts have been made to capture the mediating role of emotions on consumer responses in the retail store. The purpose of this paper is to contribute to this literature by investigating the applicability of two verbal and one visual self-report emotion measurement instrument for measuring emotions in customer experiences in retail stores.
URI: http://hdl.handle.net/1942/13285
Link to publication: http://www.iasdr2009.org/ap/index.html
ISBN: 978-89-963194-0-5
Category: C1
Type: Proceedings Paper
Appears in Collections: Research publications

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