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

Nathalie Demoulin, Kim Willems, Gilbert Swinnen

Onderzoeksoutput: Meeting abstract (Book)

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-2English
TitelProceedings of the 43rd European Marketing Conference
Plaats van productieValencia, Spain
UitgeverijEMAC
ISBN van geprinte versie978-84-370-9453-3
StatusPublished - 3 jun 2014
Evenement43rd European Marketing Conference, EMAC 2014 - Valencia, Spain
Duur: 3 jun 20146 jun 2014

Conference

Conference43rd European Marketing Conference, EMAC 2014
LandSpain
StadValencia
Periode3/06/146/06/14

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