PurposeThis research analyzes how the dimensions of the customer experience derived from using a digital kiosk during the store visit influence shopping value, self-mental imagery and the behavioral intentions of buying and word of mouth. Mediation effects of utilitarian, hedonic and social shopping values are examined, as well as the mediating effect of self-mental imagery.Design/methodology/approachTwo empirical studies were conducted to test the research hypotheses. A first analysis was carried out using a sample of 115 customers from several retail sectors. For the second study, 200 customers of one of the largest international sporting goods retailers were interviewed immediately after their store visit.FindingsThe results confirm significant influences of each dimension of the digital kiosk customer experience (sensorial, pragmatic, cognitive, social) on shopping value and self-mental imagery. They highlight strongest effects as well as the quasi-generalized mediating role of these values, and this self-mental imagery in the relations between the components of the experience and the behavioral intentions.Research limitations/implicationsThe studies were carried out in only one country (France). It would be also useful to consider variations in shopping motives and in involvement between retail sectors. Highlighted relationships should be deepened by experiments intended to identify the psychological mechanisms and emotions capable of mediating influences of customer experience on shopping value.Practical implicationsThe results encourage both advice on the design of digital kiosks and the specifications of their content and several recommendations about the widespread introduction of kiosks or similar new technologies.Originality/valueThis research highlights influences of each of components of customer experience when using an interactive kiosk on shopping values and self-mental imagery, and central roles of these in understanding influences of the customer experience on behavioral responses.

No abstract

National audienceThere is increasing interest in the problematic behaviour of consumers in budgetary and financial terms. Behavioural change models can help put in place social marketing initiatives in this respect. This paper reveals that the strategies for change used by consumers are fundamentally approach and avoidance strategies. It proposes a model to define the role of decisional balance in the way these strategies are used. This model is applied to groups made up of consumers in similar situations and on a trajectory towards change. The dimensions of change in the transtheoretical model (precontemplation, contemplation, action and maintenance) served as the basis for forming these groups, in line with previous research that adopted this orientation rather than a series of successive and distinct phases in the change process. Our findings have direct implications for our understanding of behavioural change and social marketing actions in this area of study

No abstract