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Barton, K. S. (2012). Colorado’s Millennial Generation: Youth Perceptions and Experiences of Nature. Journal of Geography, 111(6), 213–223. https://doi.org/10.1080/00221341.2011.652648
Beristain, J. J., & Zorrilla, P. (2011). The relationship between store image and store brand equity: A conceptual framework and evidence from hypermarkets. Journal of Retailing and Consumer Services, 18(6), 562–574. https://doi.org/10.1016/j.jretconser.2011.08.005
Beverland, M., Lim, E. A. C., Morrison, M., & Terziovski, M. (2006). In-store music and consumer-brand relationships: Relational transformation following experiences of (mis)fit. Journal of Business Research, 59(9), 982–989. https://doi.org/10.1016/j.jbusres.2006.07.001
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience : What Is It ? How Is It Measured ? Does It Affect Loyalty ? Journal of Marketing, 73(May), 52–68.
Calienes, E., Carmel-Gilfilen, C., & Portillo, M. (2016). Inside the Mind of the Millennial Shopper: Designing Retail Spaces for a New Generation. Journal of Interior Design, 41(4), 47–67. https://doi.org/10.1111/joid.12085
Calvo Porral, C., & Lévy-Mangin, J. P. (2015). Do Store Image and Price Perception Matter to Store Brand Equity? Journal of Food Products Marketing, 21(1), 102–122. https://doi.org/10.1080/10454446.2013.843486
Cho, J. Y., & Lee, E. J. (2017). Impact of Interior Colors in Retail Store Atmosphere on Consumers’ Perceived Store Luxury, Emotions, and Preference. Clothing and Textiles Research Journal, 35(1), 33–48. https://doi.org/10.1177/0887302X16675052
Duan, B. (Yichen), Arcodia, C., Ma, E., & Hsiao, A. (2018). Understanding wine tourism in China using an integrated product-level and experience economy framework. Asia Pacific Journal of Tourism Research, 23(10), 949–960. https://doi.org/10.1080/10941665.2018.1512506
Elmashhara, M. G., & Soares, A. M. (2020). The influence of atmospherics general interior variables on shoppers’ emotions and behavior. International Review of Retail, Distribution and Consumer Research, 30(4), 437–459. https://doi.org/10.1080/09593969.2020.1724556
Errajaa, K., Daucé, B., & Legohérel, P. (2020). Consumer reactions to olfactory congruence with brand image. Journal of Retailing and Consumer Services, 52(November 2018), 101898. https://doi.org/10.1016/j.jretconser.2019.101898
Escandon-Barbosa, D., Hurtado-Ayala, A., Rialp, J., & Salas-Paramo, J. A. (2020). Identification of consumption patterns: an empirical study in millennials. Young Consumers, 22(1), 90–111. https://doi.org/10.1108/YC-11-2018-0872
Febriyantoro, M. T. (2020). Exploring YouTube Marketing Communication: Brand awareness, brand image and purchase intention in the millennial generation. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1787733
Fiore, A. M., & Kim, J. (2007). An integrative framework capturing experiential and utilitarian shopping experience. International Journal of Retail & Distribution Management, 35(6), 421–442. https://doi.org/10.1108/09590550710750313
Forbes. (2018). Understanding The Research On Millennial Shopping Behaviors. Www.Forbes.Com. Retrieved from https://www.forbes.com/sites/forbesagencycouncil/2018/06/04/understanding-the-research-on-millennial-shopping-behaviors/
Francioni, B., Savelli, E., & Cioppi, M. (2018). Store satisfaction and store loyalty: The moderating role of store atmosphere. Journal of Retailing and Consumer Services, 43(May), 333–341. https://doi.org/10.1016/j.jretconser.2018.05.005
Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience : An Overview of Experience Components that Co-create Value With the Customer. European Management Journal, 25(5), 395–410. https://doi.org/10.1016/j.emj.2007.08.005
Griffin, J. (2005). Menumbuhkan dan Mempertahankan Kesetiaan pelanggan. Diterjemahkan oleh Dwi Kartini Yahyal. Jakarta: Erlangga.
Hair, J., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis Seventh Edition (7th ed.). London, England: Pearson Education Limited.
Hoffman, K. D., & Turley, L. W. (2002). Atmospherics, Service Encounters and Consumer Decision Making: An Integrattve Perspective. Journal of Marketing Theory and Practice, 10(3), 33–47. https://doi.org/10.1080/10696679.2002.11501918
Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018). Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value. Journal of Quality Assurance in Hospitality and Tourism, 19(4), 442–459. https://doi.org/10.1080/1528008X.2018.1429981
Jin, N., Lee, S., & Huffman, L. (2012). Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation. Journal of Travel and Tourism Marketing, 29(6), 532–551. https://doi.org/10.1080/10548408.2012.701552
Kato, T. (2021). Factors of loyalty across corporate brand images, products, dealers, sales staff, and after-sales services in the automotive industry. Procedia Computer Science, 192(2019), 1411–1421. https://doi.org/10.1016/j.procs.2021.08.144
Keller, K. L. (2013). Strategic Brand Management Building, Measuring, and Managing Brand Equity. Harlow, England: Pearson Education Limited.
Kotler, P., & Amstrong.G. (2013). Prinsip-prinsip Pemasaran, Edisi 13 Jilid 1. Jakarta: Erlangga.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Lazarevic, V. (2012). Encouraging brand loyalty in fickle generation Y consumers. Young Consumers, 13(1), 45–61. https://doi.org/10.1108/17473611211203939
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Levy, M., & Weitz, B. (2012). Retailing Management. New York: America: McGraw-Hill/Irwin.
Liu, K. N., Tsai, T. I., Xiao, Q., & Hu, C. (2021). The impact of experience on brand loyalty: Mediating effect of images of Taiwan hotels. Journal of China Tourism Research, 17(3), 395–414. https://doi.org/10.1080/19388160.2020.1777238
Morra, M. C., Gelosa, V., Ceruti, F., & Mazzucchelli, A. (2018). Original or counterfeit luxury fashion brands? The effect of social media on purchase intention. Journal of Global Fashion Marketing, 9(1), 24–39. https://doi.org/10.1080/20932685.2017.1399079
Muhammad, N. S., Musa, R., & Ali, N. S. (2014). Unleashing the Effect of Store Atmospherics on Hedonic Experience and Store Loyalty. Procedia - Social and Behavioral Sciences, 130, 469–478. https://doi.org/10.1016/j.sbspro.2014.04.055
Nuseir, M. T. (2020). Assessing the Impact of Brand Equity and Demographic Characteristics on Brand Loyalty: The Mediating Role Played By Customer Experience in United Arab Emirates’ Hotel Industry. Journal of Hospitality and Tourism Research, 1–18. https://doi.org/10.1177/1096348020947786
Ogba, I., & Tan, Z. (2009). Exploring the impact of brand image on customer loyalty and commitment in China. Journal of Technology Management in China, 4(2), 132–144. https://doi.org/10.1108/17468770910964993
Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on loyalty. Journal of Hospitality Marketing and Management, 27(7), 755–774. https://doi.org/10.1080/19368623.2018.1445055
Schiffman, L. G., & Wisenblit, J. (2019). Consumer Behavior 12th Edition. New Jersey: Pearson Education.
Schmitt, B., Brakus, J. J., & Zarantonello, L. (2015). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166–171. https://doi.org/10.1016/j.jcps.2014.09.001
Schmitt, B., & Zarantonello, L. (2013). Consumer experience and experiential marketing: A critical review. Review of Marketing Research, 10(2013), 25–61. https://doi.org/10.1108/S1548-6435(2013)0000010006
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79 (June 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Tabachnick, B. G., & Fidell, L. S. (2013). Using Multivariate Statistics. (C. Campanella, Ed.) (6th ed.). New Jersey: Pearson Education, Inc.
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing, 85 (1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001
Yoon, S., & Park, J. E. (2018). Tests of in-store experience and socially embedded measures as predictors of retail store loyalty. Journal of Retailing and Consumer Services, 45 (August 2017), 111–119. https://doi.org/10.1016/j.jretconser.2018.08.010
Yuswohadi, Fatahillah, F., Tryaditia, B., & Rachmaniar, A. (2019). Millennials Kill Everything. Jakarta: PT Gramedia Pustaka Utama.
Ballantine, P. W., Jack, R., & Parsons, A. G. (2010). Atmospheric cues and their effect on the hedonic retail experience. International Journal of Retail and Distribution Management, 38(8), 641–653. https://doi.org/10.1108/09590551011057453
Barton, K. S. (2012). Colorado’s Millennial Generation: Youth Perceptions and Experiences of Nature. Journal of Geography, 111(6), 213–223. https://doi.org/10.1080/00221341.2011.652648
Beristain, J. J., & Zorrilla, P. (2011). The relationship between store image and store brand equity: A conceptual framework and evidence from hypermarkets. Journal of Retailing and Consumer Services, 18(6), 562–574. https://doi.org/10.1016/j.jretconser.2011.08.005
Beverland, M., Lim, E. A. C., Morrison, M., & Terziovski, M. (2006). In-store music and consumer-brand relationships: Relational transformation following experiences of (mis)fit. Journal of Business Research, 59(9), 982–989. https://doi.org/10.1016/j.jbusres.2006.07.001
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience : What Is It ? How Is It Measured ? Does It Affect Loyalty ? Journal of Marketing, 73(May), 52–68.
Calienes, E., Carmel-Gilfilen, C., & Portillo, M. (2016). Inside the Mind of the Millennial Shopper: Designing Retail Spaces for a New Generation. Journal of Interior Design, 41(4), 47–67. https://doi.org/10.1111/joid.12085
Calvo Porral, C., & Lévy-Mangin, J. P. (2015). Do Store Image and Price Perception Matter to Store Brand Equity? Journal of Food Products Marketing, 21(1), 102–122. https://doi.org/10.1080/10454446.2013.843486
Cho, J. Y., & Lee, E. J. (2017). Impact of Interior Colors in Retail Store Atmosphere on Consumers’ Perceived Store Luxury, Emotions, and Preference. Clothing and Textiles Research Journal, 35(1), 33–48. https://doi.org/10.1177/0887302X16675052
Duan, B. (Yichen), Arcodia, C., Ma, E., & Hsiao, A. (2018). Understanding wine tourism in China using an integrated product-level and experience economy framework. Asia Pacific Journal of Tourism Research, 23(10), 949–960. https://doi.org/10.1080/10941665.2018.1512506
Elmashhara, M. G., & Soares, A. M. (2020). The influence of atmospherics general interior variables on shoppers’ emotions and behavior. International Review of Retail, Distribution and Consumer Research, 30(4), 437–459. https://doi.org/10.1080/09593969.2020.1724556
Errajaa, K., Daucé, B., & Legohérel, P. (2020). Consumer reactions to olfactory congruence with brand image. Journal of Retailing and Consumer Services, 52(November 2018), 101898. https://doi.org/10.1016/j.jretconser.2019.101898
Escandon-Barbosa, D., Hurtado-Ayala, A., Rialp, J., & Salas-Paramo, J. A. (2020). Identification of consumption patterns: an empirical study in millennials. Young Consumers, 22(1), 90–111. https://doi.org/10.1108/YC-11-2018-0872
Febriyantoro, M. T. (2020). Exploring YouTube Marketing Communication: Brand awareness, brand image and purchase intention in the millennial generation. Cogent Business and Management, 7(1). https://doi.org/10.1080/23311975.2020.1787733
Fiore, A. M., & Kim, J. (2007). An integrative framework capturing experiential and utilitarian shopping experience. International Journal of Retail & Distribution Management, 35(6), 421–442. https://doi.org/10.1108/09590550710750313
Forbes. (2018). Understanding The Research On Millennial Shopping Behaviors. Www.Forbes.Com. Retrieved from https://www.forbes.com/sites/forbesagencycouncil/2018/06/04/understanding-the-research-on-millennial-shopping-behaviors/
Francioni, B., Savelli, E., & Cioppi, M. (2018). Store satisfaction and store loyalty: The moderating role of store atmosphere. Journal of Retailing and Consumer Services, 43(May), 333–341. https://doi.org/10.1016/j.jretconser.2018.05.005
Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience : An Overview of Experience Components that Co-create Value With the Customer. European Management Journal, 25(5), 395–410. https://doi.org/10.1016/j.emj.2007.08.005
Griffin, J. (2005). Menumbuhkan dan Mempertahankan Kesetiaan pelanggan. Diterjemahkan oleh Dwi Kartini Yahyal. Jakarta: Erlangga.
Hair, J., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis Seventh Edition (7th ed.). London, England: Pearson Education Limited.
Hoffman, K. D., & Turley, L. W. (2002). Atmospherics, Service Encounters and Consumer Decision Making: An Integrattve Perspective. Journal of Marketing Theory and Practice, 10(3), 33–47. https://doi.org/10.1080/10696679.2002.11501918
Hussein, A. S., Hapsari, R. D. V., & Yulianti, I. (2018). Experience quality and hotel boutique customer loyalty: Mediating role of hotel image and perceived value. Journal of Quality Assurance in Hospitality and Tourism, 19(4), 442–459. https://doi.org/10.1080/1528008X.2018.1429981
Jin, N., Lee, S., & Huffman, L. (2012). Impact of Restaurant Experience on Brand Image and Customer Loyalty: Moderating Role of Dining Motivation. Journal of Travel and Tourism Marketing, 29(6), 532–551. https://doi.org/10.1080/10548408.2012.701552
Kato, T. (2021). Factors of loyalty across corporate brand images, products, dealers, sales staff, and after-sales services in the automotive industry. Procedia Computer Science, 192(2019), 1411–1421. https://doi.org/10.1016/j.procs.2021.08.144
Keller, K. L. (2013). Strategic Brand Management Building, Measuring, and Managing Brand Equity. Harlow, England: Pearson Education Limited.
Kotler, P., & Amstrong.G. (2013). Prinsip-prinsip Pemasaran, Edisi 13 Jilid 1. Jakarta: Erlangga.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Lazarevic, V. (2012). Encouraging brand loyalty in fickle generation Y consumers. Young Consumers, 13(1), 45–61. https://doi.org/10.1108/17473611211203939
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Levy, M., & Weitz, B. (2012). Retailing Management. New York: America: McGraw-Hill/Irwin.
Liu, K. N., Tsai, T. I., Xiao, Q., & Hu, C. (2021). The impact of experience on brand loyalty: Mediating effect of images of Taiwan hotels. Journal of China Tourism Research, 17(3), 395–414. https://doi.org/10.1080/19388160.2020.1777238
Morra, M. C., Gelosa, V., Ceruti, F., & Mazzucchelli, A. (2018). Original or counterfeit luxury fashion brands? The effect of social media on purchase intention. Journal of Global Fashion Marketing, 9(1), 24–39. https://doi.org/10.1080/20932685.2017.1399079
Muhammad, N. S., Musa, R., & Ali, N. S. (2014). Unleashing the Effect of Store Atmospherics on Hedonic Experience and Store Loyalty. Procedia - Social and Behavioral Sciences, 130, 469–478. https://doi.org/10.1016/j.sbspro.2014.04.055
Nuseir, M. T. (2020). Assessing the Impact of Brand Equity and Demographic Characteristics on Brand Loyalty: The Mediating Role Played By Customer Experience in United Arab Emirates’ Hotel Industry. Journal of Hospitality and Tourism Research, 1–18. https://doi.org/10.1177/1096348020947786
Ogba, I., & Tan, Z. (2009). Exploring the impact of brand image on customer loyalty and commitment in China. Journal of Technology Management in China, 4(2), 132–144. https://doi.org/10.1108/17468770910964993
Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on loyalty. Journal of Hospitality Marketing and Management, 27(7), 755–774. https://doi.org/10.1080/19368623.2018.1445055
Schiffman, L. G., & Wisenblit, J. (2019). Consumer Behavior 12th Edition. New Jersey: Pearson Education.
Schmitt, B., Brakus, J. J., & Zarantonello, L. (2015). From experiential psychology to consumer experience. Journal of Consumer Psychology, 25(1), 166–171. https://doi.org/10.1016/j.jcps.2014.09.001
Schmitt, B., & Zarantonello, L. (2013). Consumer experience and experiential marketing: A critical review. Review of Marketing Research, 10(2013), 25–61. https://doi.org/10.1108/S1548-6435(2013)0000010006
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79 (June 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Tabachnick, B. G., & Fidell, L. S. (2013). Using Multivariate Statistics. (C. Campanella, Ed.) (6th ed.). New Jersey: Pearson Education, Inc.
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing, 85 (1), 31–41. https://doi.org/10.1016/j.jretai.2008.11.001
Yoon, S., & Park, J. E. (2018). Tests of in-store experience and socially embedded measures as predictors of retail store loyalty. Journal of Retailing and Consumer Services, 45 (August 2017), 111–119. https://doi.org/10.1016/j.jretconser.2018.08.010
Yuswohadi, Fatahillah, F., Tryaditia, B., & Rachmaniar, A. (2019). Millennials Kill Everything. Jakarta: PT Gramedia Pustaka Utama.
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Affiliations
Ardiwansyah Nanggong
Department of Management, Universitas Ichsan Gorontalo
Ali Mohammad
Department of Management, Universitas Ichsan Gorontalo
Alfa Sabila
Department of Management, Universitas Ichsan Gorontalo
How to Cite
1.
Nanggong A, Mohammad A, Sabila A. Leveraging Customer Experience, Brand Image and Store Atmosphere for Millennials Loyalty: An Empirical Analysis of Mediation. MAJ [Internet]. 27Dec.2022 [cited 19Nov.2024];11(4):349-58. Available from: http://journal.unnes.ac.id/sju/maj/article/view/56488
Leveraging Customer Experience, Brand Image and Store Atmosphere for Millennials Loyalty: An Empirical Analysis of Mediation
Vol 11 No 4 (2022): Management Analysis Journal
Submitted: May 8, 2022
Published: Dec 27, 2022
Abstract
The increasing population and unique consumer behavior of millennials is a challenge for companies in offering products and retention this segment. The current study aims to investigate the millennial loyalty behavior and its brand-atmosphere mechanism in formatting customer experience. The study on visitors to Warunk Upnormal in Gorontalo was 170 samples of respondents with purposive sampling through questionnaires. Regression data analysis used SPSS Process Macro 3.4 program and mediation check conducted with Sobel test. The research findings indicate that brand image and store atmosphere have a direct and significant effect on customer experience but not significantly on consumer loyalty. Furthermore, the customer experience dimensions have a different impact in mediating the relationship between brand image and store atmosphere in increasing consumer loyalty. This study reinforce the role of the experiential economy in exploring millennial consumer behavior.