Excitement at the mall: Determinants and effects on shopping response

Wakefield, Kirk L.; Baker, Julie

doi:10.1016/s0022-4359(99)80106-7

Cited by 826 publications

(775 citation statements)

References 41 publications

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“…Repatronage intention was measured with three semantic differential scales reflecting the intention to repurchase from the same telecom provider after the end of a subscription period: very unlikely-very likely, very improbable-very probable, definitely nodefinitely yes (Wakefield & Baker, 1998); (Hui, Zhao, Fan, & Au, 2004). Switching intention…”

Section: Methodsmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

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Section: Methodsmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

177

125

View full text Add to dashboard Cite

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“…layout) and signs, symbols and artefacts are major composite dimensions of the service environment affecting passenger behaviour. Wakefield and Baker (1998) showed that the layout that would support logistics the most -that is, a straight layout (an I or L shape) facilitating orientation and wayfinding -was less interesting to consumers than the star layout, whereby one cannot see the end of the hallway. Better layout and signage made passengers feel more at ease, but did not result in consistent approach behaviour (Ang, Leong, & Lim, 1997).…”

Section: Layout and Design Factorsmentioning

confidence: 99%

Consumer preferences in the design of airport passenger areas

Oel

Berkhof²

2013

Journal of Environmental Psychology

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b pieterse terwel grevink advies bv, PO box 1496, 3800 BL Amersfoort, The Netherlands Keywords: Architecture, consumer preferences, discrete choice experiments, aesthetics, userinspired design AbstractIn recent decades, commercial developments have become increasingly important for the overall profit of airports. However, little is known about consumer preferences regarding the design of passenger areas, which is striking as the design of terminal buildings affects consumers' emotional state and shopping behaviour. The aim of this study was therefore to investigate how architectural design characteristics are valued by airport passengers, using visualizations of hypothetical passenger areas.Discrete choice experiments were used to investigate passenger preferences for eight design characteristics. Data on 346 passengers were collected in June 2008 in departure and transfer areas at Amsterdam Airport Schiphol.Analyses showed that passengers preferred a passenger area with a curvilinear roof, a curved layout, the presence of greenery, no decoration reflecting the distinctiveness of Holland, warm lighting, wide dimensions and white materials. Signage had no influence.Consumer preferences in the design of airport passenger areas 2

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“…USA shopping centres have been reported as in decline (Carlson 1991) ascribed to a lack of distinctiveness (Cavanaugh, 1996;Wakefield and Baker, 1998). Swinyard (1992, p.9) measured 'distinctiveness' and concluded that the successful retailer must 'distinguish itself from its competitors in appealing ways.…”

Section: )mentioning

confidence: 99%

Measuring image: shopping centre case studies

Dennis

Murphy²,

Marsland³

et al. 2002

The International Review of Retail, Distribution and Consumer R

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Abstract'Branding' is well known for consumer products. Power has shifted from manufacturers' brands towards retailers'. Branding may become more important for shopping centres. The authors firstly investigated qualitatively. Shoppers described centres in 'personality' terms. One in-town centre was 'dull, boring and old-fashioned … not exciting, just OK'. A larger regional centre was 'trendy, prestigious … strong, vibrant, big and colourful'. Secondly, the authors evaluated quantitatively. Their method was applied to six UK shopping centres, via a questionnaire survey of 287 shoppers. The 'strong and vibrant' centre scored significantly higher than the 'dull and boring' one. 'Pro-active marketing' is central to UK shopping centres. Despite 'branding' being little used, active brand management of shopping centres can pay rewards in customer numbers, sales turnover and rental income.

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Excitement at the mall: Determinants and effects on shopping response

Cited by 826 publications

References 41 publications

Negative online word-of-mouth: Behavioral indicator or emotional release?

Negative online word-of-mouth: Behavioral indicator or emotional release?

Consumer preferences in the design of airport passenger areas

Measuring image: shopping centre case studies

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