Document Server@UHasselt >
Research >
Research publications >

Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/21190

Title: Lost in store navigation: What’s the bottom line of irritation, shortfall, and unplanned purchases?
Authors: Willems, Kim
Schepers, Jeroen
Demoulin, Nathalie
Issue Date: 2015
Citation: 2nd Belgium Service Research Day, Brussels, Belgium, 27 March 2015
Abstract: This article addresses shoppers’ wayfinding problems in-store. Study 1 identifies store layout illegibility (SLI) to be the main store environmental driver of shopping irritations, impacting negatively on customer satisfaction, based on a consumer survey (n = 150) in grocery retailing. Study 2 moreover finds a positive effect of wayfinding problems on shortfall and on unplanned purchases in grocery retailing (consumer survey, n = 402). Variety may well be the spice of life, but it’s apparently not that of the retailer’s business. A predictable layout, rather than the occasional change is advised in this paper’s implications for retail academics and managers.
URI: http://hdl.handle.net/1942/21190
Category: C2
Type: Conference Material
Appears in Collections: Research publications

Files in This Item:

There are no files associated with this item.

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.