Assessing the Effect of Store Environment Dimensions on Customers Irritation: a Multi-setting Empirical Study

Nathalie Demoulin; Kim Willems; Gilbert Swinnen

Samenvatting

Les études précédentes portant sur l'atmosphère du point de vente se sont intéressées aux réponses émotionnelles positives. Cependant, des expériences de shopping moins plaisantes peuvent également engendrer des réponses affectives négatives. Cette recherche se penche sur l'effet de l'environnement du magasin sur le niveau d'irritation et la satisfaction parmi trois secteurs d'activités variant selon l'implication et les motivations d'achat. Nos résultats montrent que les facteurs les plus irritants sont l'aménagement et les facteurs sociaux. L'irritation diminue la satisfaction du client. Cependant, ces résultats varient en fonction de l'implication et des motivations.

Originele taal-2	English
Titel	30ième Congrès Association Francaise de Marketing (AFM)
Plaats van productie	Montpellier, France
Uitgeverij	Association Francaise de Marketing
Status	Published - 14 mei 2014
Evenement	30ème Congrès Association Francaise de Marketing (AFM) - Montpellier, France Duur: 14 mei 2014 → 16 mei 2014

Conference

Conference	30ème Congrès Association Francaise de Marketing (AFM)
Land/Regio	France
Stad	Montpellier
Periode	14/05/14 → 16/05/14

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title = "Assessing the Effect of Store Environment Dimensions on Customers Irritation: a Multi-setting Empirical Study",

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.",

keywords = "Irritation, Store environment, involvement, shopping motives, cross-sectorial comparison",

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TY - CHAP

T1 - Assessing the Effect of Store Environment Dimensions on Customers Irritation: a Multi-setting Empirical Study

AU - Demoulin, Nathalie

AU - Willems, Kim

AU - Swinnen, Gilbert

PY - 2014/5/14

Y1 - 2014/5/14

N2 - 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.

AB - 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.

KW - Irritation

KW - Store environment

KW - involvement

KW - shopping motives

KW - cross-sectorial comparison

M3 - Meeting abstract (Book)

BT - 30ième Congrès Association Francaise de Marketing (AFM)

PB - Association Francaise de Marketing

CY - Montpellier, France

T2 - 30ème Congrès Association Francaise de Marketing (AFM)

Y2 - 14 May 2014 through 16 May 2014

ER -

Assessing the Effect of Store Environment Dimensions on Customers Irritation: a Multi-setting Empirical Study

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Conference

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