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http://hdl.handle.net/1942/29673
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DC Field | Value | Language |
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dc.contributor.author | Demoulin, Nathalie | - |
dc.contributor.author | WILLEMS, Kim | - |
dc.date.accessioned | 2019-10-03T13:21:17Z | - |
dc.date.available | 2019-10-03T13:21:17Z | - |
dc.date.issued | 2019 | - |
dc.identifier.citation | JOURNAL OF BUSINESS RESEARCH, 104, p. 295-306 | - |
dc.identifier.issn | 0148-2963 | - |
dc.identifier.uri | http://hdl.handle.net/1942/29673 | - |
dc.description.abstract | This study investigates the effect of the servicescape's ambient, design, and social factors on customer irritation and satisfaction, focusing particularly on the moderating effects of shopping motives and involvement. Across four retail sectors with variations in involvement (i.e., high vs. low) and shopping motives (i.e., utilitarian or hedonic), consumer surveys were conducted at the exits of grocery, electrical appliances, home decoration, and fashion retailing stores (n = 669). SmartPLS analyses reveal that poorly managed social servicescape factors are the most irritating, and customers' irritation in turn decreases satisfaction, particularly in high-involvement settings. In low-involvement settings, design elements matter relatively more. Furthermore, while social factors prevail as drivers of irritation in utilitarian settings, ambient elements matter more in hedonic contexts. This study is one of the few to focus on servicescape-induced negative affect, allowing managers to prioritize atmospherics in their quest to minimize customer irritation, depending on the particular service sector. | - |
dc.language.iso | en | - |
dc.publisher | ELSEVIER SCIENCE INC | - |
dc.rights | 2019 Elsevier Inc. All rights reserved.T | - |
dc.subject.other | Irritation; Servicescape; Atmospherics; Involvement; Shoppingmotives; Retailing | - |
dc.subject.other | Irritation; Servicescape; Atmospherics; Involvement; Shopping motives; Retailing | - |
dc.title | Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement | - |
dc.type | Journal Contribution | - |
dc.identifier.epage | 306 | - |
dc.identifier.spage | 295 | - |
dc.identifier.volume | 104 | - |
local.format.pages | 12 | - |
local.bibliographicCitation.jcat | A1 | - |
dc.description.notes | [Demoulin, Nathalie] IESEG Sch Management, Lille Econ & Management UMR 9221, 3 Rue Digue, F-59000 Lille, France. [Willems, Kim] Vrije Univ Brussel, Pl Laan 2, B-1050 Brussels, Belgium. [Willems, Kim] Hasselt Univ, Fac Social Sci, Pl Laan 2, B-1050 Brussels, Belgium. [Willems, Kim] Hasselt Univ, Solvay Business Sch, Dept Business Mkt & Consumer Behav, Pl Laan 2, B-1050 Brussels, Belgium. | - |
local.publisher.place | NEW YORK | - |
local.type.refereed | Refereed | - |
local.type.specified | Article | - |
dc.identifier.doi | 10.1016/j.jbusres.2019.07.004 | - |
dc.identifier.isi | 000484647500023 | - |
item.fullcitation | Demoulin, Nathalie & WILLEMS, Kim (2019) Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement. In: JOURNAL OF BUSINESS RESEARCH, 104, p. 295-306. | - |
item.fulltext | With Fulltext | - |
item.validation | ecoom 2020 | - |
item.contributor | Demoulin, Nathalie | - |
item.contributor | WILLEMS, Kim | - |
item.accessRights | Restricted Access | - |
crisitem.journal.issn | 0148-2963 | - |
crisitem.journal.eissn | 1873-7978 | - |
Appears in Collections: | Research publications |
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File | Description | Size | Format | |
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demoulin 1.pdf Restricted Access | Published version | 716.6 kB | Adobe PDF | View/Open Request a copy |
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