Effects of the in-store crowd and employee perceptions on intentions to revisit and word-of-mouth via transactional satisfaction: A SOR approach

Errajaa, Karim; Hombourger-Barès, Sabrina; Audrain‐Pontevia, Anne‐Françoise

doi:10.1016/j.jretconser.2022.103087

Cited by 29 publications

(7 citation statements)

References 103 publications

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Section: Discussionsupporting

confidence: 79%

“…This both supports and extends the SOR paradigm, aligning with prior research and providing updated empirical support for the paradigm (e.g. Rook, 1987;Sherman et al, 1997;Mattila and Wirtz, 2001;Huang, 2016;Errajaa et al, 2022). Second, we investigate the interactive effect of emotion and cognition on impulse buying, including the sequential impact of emotion on cognition.…”

Section: Theoretical Contributionssupporting

confidence: 70%

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Thinking fast and slow: a revised SOR model for an empirical examination of impulse buying at a luxury fashion outlet

Cao,

Meadows,

2023

EJM

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Purpose Despite the extensive stimulus–organism–response (SOR) literature, little attention has been paid to the role of marketing activity as a key environmental stimulus, and there is a dearth of research examining the interplay between emotions and cognition on consumer behaviour, as well as the sequential effects of emotions on cognition. To address these gaps, this study aims to develop a revised SOR model by incorporating Kahneman’s fast and slow thinking theory to investigate the impulse buying of affordable luxury fashion (ALF). Design/methodology/approach The authors use outlet stores at Bicester village (BV) in England as the research context for ALF shopping. Partial least squares structural equation modelling was used to analyse a survey sample of 633 consumers with a BV shopping experience. Findings The authors find that impulse buying of ALF arises from the interplay of emotional and cognitive factors, as well as a sequential and dual process involving in-store stimuli affecting on-site emotion and in-store browsing. Research limitations/implications This study reveals that brand connection has a significant and negative influence on the relationship between on-site emotion and in-store browsing, advancing the SOR paradigm and reflecting the interactive effect of human emotion and reasoning on the impulse buying of ALF items. Practical implications Insights into consumers’ impulse buying offer practical implications for luxury brand management, specifically for ALF outlet retailers and store managers. Originality/value The results suggest a robust sequential effect of on-site emotion towards in-store browsing on impulse buying, providing updated empirical support for Kahneman’s theory of System 1 and System 2 thinking.

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Section: Discussionsupporting

confidence: 79%

Section: Theoretical Contributionssupporting

confidence: 70%

Thinking fast and slow: a revised SOR model for an empirical examination of impulse buying at a luxury fashion outlet

Cao,

Meadows,

2023

EJM

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“…Crowds or a group of people provide psychological interiority (Teston, 2020). The existence of a crowd can invite other people or other visitors to join the crowd, especially in retail areas (Errajaa et al, 2022;Thomas & Saenger, 2020). In Sade Village, psychological interiority is found in the form of indigenous people group in everyday life, crowding of visitors, visitor-trader interactions, and trader attractions.…”

Section: Psychological Interioritymentioning

confidence: 99%

Interiority in Sade Village Indigenous Corridor

Kusumowidagdo

Rahadiyanti²,

Utomo³

2023

Intry

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This study aims to find and define interiority as an initiative to preserve culture and traditions in Sade Village, Lombok Island, a tourist area in Indonesia. This study adopted qualitative research with the case study method, recording several data sources through field observation, literature studies, archives, and in-depth interviews with community leaders. This study identifies the typology of areas that create psychological, form-based, atmospheric, and programmatic interiority (Teston, 2020) in various configurations. This study found the types of interiorities in Sade Village that contribute to the corridor’s uniqueness, visitors’ feeling of insideness, and the area’s maintenance. Five categories of interiority, namely psychological, form-based, atmospheric, programmatic, and narrative interiority were found in the corridor of Sade Village. The finding on narrative interiority refers to the philosophy of social life of the local community, producing interiority by the meaningful ancient tradition and local beliefs. This study would contribute to increasing awareness of the inherent cultural values of Sade Village to strengthen the image of the area and its tourism potential.

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“…In marketing and consumer research, Mehrabian and Russell's (1974) S-O-R framework has been widely adopted to examine how consumers' behaviors are influenced by both tangible and intangible stimuli such as the servicescape and e-servicescape of retail stores (Donovan et al, 1994;Laroche et al, 2022), in-store social factors (Errajaa et al, 2022), design features of social media and mobile applications (Hsieh et al, 2021;Martinez and McAndrews, 2021) or physical and social factors of tourism destination (Su et al, 2020;Sun et al, 2021). In addition, researchers have used this framework to examine how consumers react to service failures (Jabeen et al, 2022;Kim and Tang, 2016), and how their emotional responses mediate these reactions (Malhotra et al, 2017;Um and Lau, 2018).…”

Section: Stimulus-organism-response Frameworkmentioning

confidence: 99%

Punitive switching costs and behavioral responses in the context of contractual services

Chuang

Dinh

Liu

2023

MRR

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Purpose Contractual services are characterized by features such as termination fees, long-term commitment, and complex terms. When customers find better deals from other providers, they may want to switch, but contractual obligations prevent them from doing so. Thus, this study aims to draw upon the stimulus-organism-response paradigm and theories of emotion regulation to examine how punitive switching costs (PSCs) can evoke negative emotions (NEs) from customers and, consequently, lead to negative behavioral responses in contractual service settings. Design/methodology/approach This study collected data from 395 customers of telecommunications companies, fitness centers, tutoring firms/centers, and house leasing companies in Taiwan. We tested the hypotheses using partial least squares structural equation modeling via SmartPLS 3.0. Findings The results show that NEs partially mediate the relationship between PSC and customers’ switching intention and negative word-of-mouth. This study also finds alternative attractiveness (AA) and service recovery (SR) do not moderate the PSCs–NEs relationship, but AA does directly influence NEs. Originality/value First, this study contributes to the literature on switching costs by exploring how PSC exerts a detrimental impact on behavioral responses. Second, this study adds to the literature on service failures by identifying the mediating role of NEs in such a relationship.

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Effects of the in-store crowd and employee perceptions on intentions to revisit and word-of-mouth via transactional satisfaction: A SOR approach

Cited by 29 publications

References 103 publications

Thinking fast and slow: a revised SOR model for an empirical examination of impulse buying at a luxury fashion outlet

Thinking fast and slow: a revised SOR model for an empirical examination of impulse buying at a luxury fashion outlet

Interiority in Sade Village Indigenous Corridor

Punitive switching costs and behavioral responses in the context of contractual services

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