Which Dimensions of the Store Environment Irritate Customers? Evidence from three Retail Settings

Nathalie Demoulin; Kim Willems; Gilbert Swinnen

Samenvatting

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.

Originele taal-2	English
Titel	Proceedings of the 43rd European Marketing Conference
Plaats van productie	Valencia, Spain
Uitgeverij	EMAC
ISBN van geprinte versie	978-84-370-9453-3
Status	Published - 3 jun 2014
Evenement	43rd European Marketing Conference, EMAC 2014 - Valencia, Spain Duur: 3 jun 2014 → 6 jun 2014

Conference

Conference	43rd European Marketing Conference, EMAC 2014
Land/Regio	Spain
Stad	Valencia
Periode	3/06/14 → 6/06/14

Citeer dit

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title = "Which Dimensions of the Store Environment Irritate Customers? Evidence from three Retail Settings",

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.",

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AU - Willems, Kim

AU - Swinnen, Gilbert

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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)

SN - 978-84-370-9453-3

BT - Proceedings of the 43rd European Marketing Conference

PB - EMAC

CY - Valencia, Spain

T2 - 43rd European Marketing Conference, EMAC 2014

Y2 - 3 June 2014 through 6 June 2014

ER -

Which Dimensions of the Store Environment Irritate Customers? Evidence from three Retail Settings

Samenvatting

Conference

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