Please use this identifier to cite or link to this item:
http://hdl.handle.net/1942/16919
Title: | Servic-escape! A cross-sectorial study on environmental shopping irritations | Authors: | Demoulin, Nathalie WILLEMS, Kim SWINNEN, Gilbert |
Issue Date: | 2014 | Publisher: | AMS Servsig | Source: | Proceedings of the 2014 AMA SERVSIG International Service Research Conference, p. 34-39 | Abstract: | Most of previous studies focus on the effect of customers’ shopping experience on their positive emotional responses. However, some less pleasurable shopping experiences may also generate negative affective responses such as irritation. This research investigates the effect of shopping environment on customers’ level of irritation and customers’ satisfaction across three retail sectors. We survey customers after a shopping experience in either a grocery- (n = 150), a fashion- (n = 183), or an electrical appliances retail stores (n = 156). 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 the retail sector considered. | Keywords: | irritation; store environment; cross-sectorial comparison | Document URI: | http://hdl.handle.net/1942/16919 | ISBN: | 9789609874090 | Category: | C1 | Type: | Proceedings Paper | Validations: | vabb 2018 |
Appears in Collections: | Research publications |
Show full item record
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.