Abstract
Most previous studies on store atmospherics have focused on their impact on positive emotional customer responses. However, less pleasurable shopping experiences may also generate negative affective responses. This research investigates the effect of shopping environment on customers' irritation level and satisfaction across three retail sectors varying in terms of involvement and shopping motives. Our results demonstrate that design and social aspects of the store are the most irritating. Customers' irritation decreases their satisfaction. However, these effects depend on involvement and shopping motives.
Original language | English |
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Title of host publication | Proceedings of the 43rd European Marketing Conference |
Place of Publication | Valencia, Spain |
Publisher | EMAC |
ISBN (Print) | 978-84-370-9453-3 |
Publication status | Published - 3 Jun 2014 |
Event | 43rd European Marketing Conference, EMAC 2014 - Valencia, Spain Duration: 3 Jun 2014 → 6 Jun 2014 |
Conference
Conference | 43rd European Marketing Conference, EMAC 2014 |
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Country/Territory | Spain |
City | Valencia |
Period | 3/06/14 → 6/06/14 |
Keywords
- Irritation
- Store environment
- Involvement
- Shopping motives
- Cross-sectorial comparison