Retail shopper confusion: Conceptualization, scale development, and consequences

Garaus, Marion; Wagner, Udo

doi:10.1016/j.jbusres.2016.01.040

Cited by 50 publications

(77 citation statements)

References 35 publications

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“…In psychological literature, researchers acknowledge the interplay of affect, cognition, and conation during the state of confusion (Clore, ; Garaus & Wagner, ; Hess, ; Rozin & Cohen, ). Garaus and Wagner () thus suggest that changes in all three subsystems (emotion, cognition, and conation) constitute the mental state of retail shopper confusion. Emotional component of retail shopper confusion captures all negative affective feelings such as anger, frustration, or anxiety and is named as “irritation” (Walsh et al, ).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Recently, Garaus and Wagner () analyzed convergent validity between retail shopper confusion and pleasure‐arousal‐dominance scales and suggested that pleasure dimension correlated negatively with all retail shopper confusion dimensions. Further, high levels of arousal and low feelings of dominance characterize retail shopper confusion.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

“…Studies focusing on environmental stimuli and its effect on confusion are still absent from the literature (Garaus et al, 2015). In-store elements like ambience (lighting, scent), visual design (store layout, shelving, display, store organization, and storage), and social factors (employees, other customers) can all lead to retail shopper confusion (Garaus & Wagner, 2016). These elements if not used properly can lead to complexity perceptions and disorderliness, thus leading to retail shopper confusion (Jang, Baek, & Choo, 2018).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Human crowding and store messiness: Drivers of retail shopper confusion and behavioral intentions

Coskun

Gupta

Burnaz

2019

J of Consumer Behaviour

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With today's cut‐throat competition, brick and mortar retailers are engaging in various in‐store elements like ambience, visual design, and social factors to entice consumers. However, these environmental stimuli if not used properly can lead to retail shopper confusion that can negatively influence shopper behavioral intentions. Drawing on the theoretical argument that information overload facilitates retail shopper confusion, two experimental studies are conducted. The findings of both studies suggest a main effect of human crowding and store messiness for each dimension of retail shopper confusion—irritation, inefficiency, and helplessness. Mediating role of retail shopper confusion between human crowding, store messiness, and shopping behavioral intentions is also examined. Interactive impact of human crowding and store messiness suggests store messiness to be more problematic. The moderating role of shopping motivations (task vs. recreational) is also examined that suggests the negative effect of retail shopper confusion for consumers pursuing recreational shopping motivations. These findings across the two studies offer a new perspective that recommend the importance of organized retail store environments. Theoretical and practical implications are discussed.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Hypotheses Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Human crowding and store messiness: Drivers of retail shopper confusion and behavioral intentions

Coskun

Gupta

Burnaz

2019

J of Consumer Behaviour

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“…The relevance of confusion during shopping situations is well reflected in efforts to develop scales that assess confusion. For example, extant scales in this field consider what consumers feel during confusing shopping situations (Garaus and Wagner 2016) or measure the personality trait "consumer confusion proneness" (Walsh et al 2007). However, the only research that explicitly concentrates on store-related confusion is the work of Garaus et al (2015).…”

Section: Jel-classification Code M31 1 Introductionmentioning

confidence: 99%

“…Bitner (1992, p. 63) states that "unpleasant environments that are also high in arousal (lots of stimulation, noise, confusion) are particularly avoided." Furthermore, empirical studies demonstrate undesirable consumer responses to confusing shopping environments, including decreases in: shopping value (Garaus et al 2015), unplanned expenditures, in-store exploration, repeat visit intentions, store patronage intention, and spending time (Garaus and Wagner 2016). Despite the acknowledged importance of environmentally induced confusion (see also Mitchell et al 2005), elements and properties that determine confusing store environments have received relatively little attention in the extant literature and no efforts have yet been made to develop a valid and reliable measure of confusion evoked by store environments.…”

Section: Jel-classification Code M31 1 Introductionmentioning

confidence: 99%

Lost in the Store: Assessing the Confusion Potential of Store Environments

Garaus

Wagner

2019

Schmalenbach Bus Rev

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Confusion in retailing has attracted increasing attention in the literature. Most of the extant studies concentrate on product-related confusion or the mental state retail shopper confusion. Nevertheless, several recent studies have emphasized the relevance of exploring confusion as an objective property of the store environment. Drawing on this literature stream, the present research conceptualizes the construct store environmental confusion and its six formative dimensions, of which each can be measured through two environmental properties: complexity and conflict. This research seeks to develop, validate, and test a parsimonious index for store environmental confusion. The predictive and nomological validity of the store environmental confusion index is assessed by structural equation modelling and results confirm the hypothesis that store environmental confusion produces undesirable consumer intentions. This research is the first to quantitatively assess the confusion potential of different design factors. The resulting store environmental confusion index can be used to evaluate the confusion potential of various store environments, thereby helping retailers provide customers with a clear and non-confusing store design.

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Consumer Vulnerability

Hill,

Sharma

2020

J Consum Psychol

200

214

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Consumer vulnerability affects billions of consumers worldwide, yet there is no consensus about what constitutes this state or about its consequences for consumers. Indeed, while consumer vulnerability is often invoked in consumer research, it is usually discussed informally, with little conceptual anchoring. The goal of the current work was to advance the field's understanding of consumer vulnerability by (a) reviewing and integrating existing research, (b) extracting common features to develop a comprehensive framework for the concept of consumer vulnerability, and (c) charting paths forward for future research. We begin by defining consumer vulnerability as a state in which consumers are subject to harm because their access to and control over resources are restricted in ways that significantly inhibit their ability to function in the marketplace. We then introduce two lenses through which to identify this state: experience and observation. Next, we delineate the antecedents and consequences of consumer vulnerability and discuss the merits of adopting a view of this state as more global and dynamic. Finally, we use our framework to offer future research considerations.

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Retail shopper confusion: Conceptualization, scale development, and consequences

Cited by 50 publications

References 35 publications

Human crowding and store messiness: Drivers of retail shopper confusion and behavioral intentions

Human crowding and store messiness: Drivers of retail shopper confusion and behavioral intentions

Lost in the Store: Assessing the Confusion Potential of Store Environments

Consumer Vulnerability

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