S–O–R based experiential framework for measuring in-store customer satisfaction in non-fuel retailing

Shamim, Amjad; Abid, Muhammad Farrukh; Ahmad, Farooq

doi:10.1016/j.jretconser.2023.103672

Cited by 6 publications

(2 citation statements)

References 96 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The S-O-R theory, developed by Mehrabian and Russell (1974), proposes that the external physical environment significantly influences the internal states and behaviors of individuals (Shamin et al. , 2024).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

“…The second stage is the organism, which is the intrinsic motivation that shapes the emotional or cognitive involvement of customers to different stimuli that leads to the final response. The third stage, also known as the response, is the result of the first two stages and leads to approach and avoidance behavior in customers (Shamin et al. , 2024).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

See 1 more Smart Citation

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

Artuğer,

Sayın,

Kilinç Şahi̇n

2024

BFJ

View full text Add to dashboard Cite

PurposeThe aim of this research is to determine the price fairness of the social servicescape and the effect of price fairness on customer trust. In this context, first of all, the effect of the social servicescape on price fairness and then the effect of price fairness on customer trust were tested.Design/methodology/approachThe universe of the research consists of people who visit Starbucks coffee stores. In the study, data were collected from 338 people who visited Starbucks coffee stores. The relationships between the variables were analyzed using the Structural Equation Modeling (SEM) Technique.FindingsAs a result of the research, it was concluded that employees, other customers and social crowds, which are from the dimensions of the social servicescape, do not have a significant effect on price fairness, the interaction between employee and customer, which is from the sub-dimensions of the social servicescape, has an effect on customers' perception of price fairness, and price fairness also has an effect on customer trust.Originality/valueThe important point in this research is to determine the effect of the social servicescape on price fairness, which has not been studied in the literature before. Although the effect of physical servicescape on price justice has been investigated, the effect of social servicescape on price justice has not been investigated. When evaluated from this point of view, it is thought that the research will have an important contribution to the literature.

show abstract

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Section: Literature Review and Hypothesesmentioning

confidence: 99%