In‐store shopping hassles: Conceptualization and classification

Lee, Jaehoon; Ko, Guihan

doi:10.1111/ijcs.12607

Cited by 16 publications

(14 citation statements)

References 69 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…On one hand, this affirms the theory of the relationship between customer experience and customer satisfaction in retail enterprises [5,7] and, on the other hand, proves that all dimensions of customer experience in traditional shopping still have a positive influence on customer satisfaction despite the probable revolution and rebuilding of the shopping process induced by new internet and information technologies. In this research, the results are similar to past researches [28,29]. The retailer's customer experience has become the key factor affecting customer satisfaction in the current market environment.…”

Section: Resultssupporting

confidence: 87%

“…It is the most important path and practice for retail companies to differentiate from present and potential competitors in the current market environment. It is an important aspect that affects customer satisfaction [29]. Therefore, this research studies the relationship between customer experience and customer satisfaction, and its influencing factors (such as different shopping situations, gender, etc.)…”

Section: Customer Experience Customer Satisfaction and Sustainable mentioning

confidence: 99%

See 1 more Smart Citation

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

Pei

Guo

et al. 2020

Sustainability

View full text Add to dashboard Cite

With the rapid development of online shopping and traditional physical store shopping interweaving to form different shopping situations, customer experience has gradually become the main source of retailers’ sustainable competitive advantage through differentiation. Retailers need to continuously improve customer experience in different shopping situations to maintain long-term sustainable customer satisfaction and achieve sustainability. The study aims to examine what kind of shopping situations will influence customer experience and customer satisfaction. A total of 288 questionnaires were collected from two different shopping situations (146 questionnaires from physical stores were collected in five cities in China and 142 online questionnaires were collected from 21 provinces in China), and multiple regression analysis was adopted to test the hypotheses. As a result, we found that customer experience with staff service, shopping environment, and shopping procedure has a positive influence on customer satisfaction. Different shopping situations significantly moderate the relationships among customer experience with the shopping environment, product experience, and customer satisfaction but rarely influence customer experience with staff service and service procedures. Finally, gender significantly moderates the relationship between customer experience and customer satisfaction in different shopping situations. This study theoretically reveals the relationship between customer experience and satisfaction in different shopping situations and provides practical suggestions for retailers to form differentiated sustainable competitive advantage through customer experience management.

show abstract

Section: Resultssupporting

confidence: 87%

Section: Customer Experience Customer Satisfaction and Sustainable mentioning

confidence: 99%

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

Pei

Guo

et al. 2020

Sustainability

View full text Add to dashboard Cite

show abstract

“…Our study is subject to certain limitations that, in turn, open up new avenues for further research. Following the structure proposed by Lee and Ko (2020) and Gilal et al. (2019), in this final part of the manuscript, we would like to provide the readers with directions for future research and identify how other researchers could build on our conceptualization in conducting their studies.…”

Section: Discussionmentioning

confidence: 99%

“…Master's and undergraduate students from the USA and Spain composed the sample of 180 participants used in this pilot study. This convenience sample, a type of sample that is broadly used for pilot testing in academic papers (Lee & Ko, 2020), was readily available and cost‐effective.…”

Section: Methodsmentioning

confidence: 99%

The thrill of a smart purchase: Does country matter?

Quiñones

Suárez

Yagüe

2021

Int J Consumer Studies

View full text Add to dashboard Cite

The purpose of this article is to investigate the relationship of Schwartz's theory of basic individual values to smart shoppers' predisposition to purchase store brands, considering the mediating role of the smart shopper self‐concept and the moderating role of the country of origin. After an initial qualitative analysis, survey data were collected from a sample of 868 shoppers in four western countries (Spain, France, Germany and the United States). Then, a series of statistical estimations was developed through structural equation modelling. The results of these sequential models showed metric equivalence, providing a basis for generating valid comparisons among the four countries. The final findings corroborate the idea that the individual's value structure has a direct and positive effect on the smart shopper self‐concept and that this effect in turn influences the shopper's attitude towards store brands. The results also show that although the dimensions of the buyers' value structures are cross‐country invariant, the set of values that best define smart shoppers differs significantly by country. Mixed results are found when the relationship between the smart shopper self‐concept and the attitude towards store brands is analysed for each individual country. These outcomes offer international retail managers guidance on how to best stimulate smart shoppers' positive responses towards store brands.

show abstract

“…

as an antecedent of its affective component, and research points to customer experience as a major contributor to customer satisfaction (Lee & Ko, 2021). However, nonconsumption activities-working, visiting a park, being at home with family-also provide loci for interaction to take place and for experienced utility to be obtained.

…”

mentioning

confidence: 99%

Does consumption make company better? An activity and companionship model of experienced utility

Mora

2021

Int J Consumer Studies

View full text Add to dashboard Cite

Companions may enhance the enjoyment of information goods, services, and life in general, but how this enhancement varies over activities and social context remains underexplored. Furthermore, we ignore whether consumption makes company better as compared to non‐consumption. To address these questions, we implement a mixed methods approach. First, we validate a duration‐based measure of experienced utility on survey data; and, second, calibrate an econometric model of this utility measure on secondary data from the American Time Use Survey. Results show that relational proximity of companions reduces experienced utility, suggesting relational costs; whereas numerosity (cumulative number of companions by activity and day) may partly compensate for, or even reverse those costs of relating to others. Moreover, this balance of estimates of proximity and numerosity of companions is positive for non‐consumption but negative for consumption activities. Consumption emerges as a sub‐optimal locus for social interaction, with important implications for theory and practice.

show abstract

In‐store shopping hassles: Conceptualization and classification

Cited by 16 publications

References 69 publications

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations

The thrill of a smart purchase: Does country matter?

Does consumption make company better? An activity and companionship model of experienced utility

Contact Info

Product

Resources

About