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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
Citation: 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.
URI: http://hdl.handle.net/1942/16919
ISBN: 9789609874090
Category: C1
Type: Proceedings Paper
Appears in Collections: Research publications

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