The Effect of Retail Atmospherics on Customers' Perceptions of Salespeople and Customer Persuasion:

Sharma, Arun; Stafford, Thomas F.

doi:10.1016/s0148-2963(99)00004-1

Cited by 181 publications

(144 citation statements)

References 15 publications

Supporting

Mentioning

134

Contrasting

Unclassified

Order By: Relevance

“…It emphasizes the dependence of customers on service staff to solve their problems (Sharma & Stafford, 2000). The staff attributes are vital to create a favorable impression in the customers' mind (Evanschitzky, Iyer, & Caemmerer, 2008;Huang, 2009;George & Kumar, 2014).…”

Section: H1: There Is Significant Relationship Between Physical Aspecmentioning

confidence: 99%

Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

Mahfooz¹

2014

IJMS

View full text Add to dashboard Cite

The objective of this study is to determine the perception of retail service quality and its relationship with satisfaction for customers of hypermarkets in the Kingdom of Saudi Arabia (KSA). Data was collected through self-administered questionnaires using convenience sampling technique. Out of 220 responses, 185 were finally chosen and analyzed for descriptive statistics as well as significant relationship between hypermarket service quality and customer satisfaction. The respondents reported high levels of perceived quality and significant relationship was found between retail service quality dimensions and customer satisfaction. Out of all the dimensions of service quality, physical aspects had the maximum effect on customer satisfaction, which was attributed to the cultural traits and lifestyle of Saudi society. Retail service providers need to recognize the importance of service quality dimensions in order of their significance, and implement appropriate strategy for competitive advantage over domestic and international players vying for share of an expanding consumer base.

show abstract

Section: H1: There Is Significant Relationship Between Physical Aspecmentioning

confidence: 99%

Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

Mahfooz¹

2014

IJMS

View full text Add to dashboard Cite

show abstract

“…The behavior of the service staff is important because of the intangible elements of services, and emphasizes the dependence customers feel on the service staff to solve their problems ( Berry and Parasuraman, 1991 ;Sharma and Stafford, 2000 ). The physical attractiveness of the staff is vital in creating a favorable impression in the minds of the customers and enhancing the service experience ( Baker, 1987 ).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Retailer behavior as determinant of service quality in Indian retailing

Khare¹,

Parveen²,

Rai³

2010

J Retail Leisure Property

View full text Add to dashboard Cite

“…Store atmospherics is defined as "an effort to design buying environments to produce specific emotional effects in the buyer that enhance his purchase probability" (Kotler, 1974) and concerns environmental cues that can have a possible effect on human behaviour as well their perception (Smith & Burns, 1996). In connection to the above stated definition by Kotler (1974), Sharma and Stafford (2000) stated that design, ambiance, and social factors together make out atmospheric cues. The retail environment is, therefore, never unbiased, instead it is full of cues and various messages communicating with customers (Greenland & McGoldrick, 1994).…”

Section: Analyzing the Impact Of Sensory Marketing On Consumers 285mentioning

confidence: 99%

Analyzing the Impact of Sensory Marketing on Consumers: A Case Study of KFC

Roopchund¹,

Latasha²,

Tooraiven³

et al. 2016

UCPA

View full text Add to dashboard Cite

Sensory marketing is a useful marketing application which gives companies a real opportunity to maximize product profitability. Consumers' eating habits keep changing everyday away from their regular meal, less time and more working hours have left people with the option to just pop in a restaurant or fast-food. The use of five senses in the marketing field helps to arouse customer's emotions and nowadays it is fundamental for the company to differentiate itself from its competitors. The study will seek to analyze the impact of sensory marketing of consumers with a particular reference to KFC. This study outline has a deep impact on understanding the impact of senses on marketing with particular reference to the Kentucky Fried Chicken in Mauritius. The present research shows that the different senses have an impact on consumer buying behaviour especially for KFC consumers.Consumers find the senses such as music to be relaxing and smell as stimulating. However, it should be mentioned that this research is limited to the sample size and also to the context of the study. Keywords: sensory marketing, KFC, sensesSensory marketing is widespread in marketing field and it may explain most of our purchasing decisions. It has an influence on the buying perception at new food court or restaurants emerging at every corner. Sensory marketing is used in different aspects: visual, auditory, olfactory, gustative, and tactile marketing. Sensory branding is a type of marketing which appeals to all the senses in relation to the brand. It uses the senses to relate with customers at an emotional level. Brands can falsify emotional associations in the customers' minds by appealing to their senses. A sensory experience is described as an individual's perception of goods or services or other essentials in a service process as an image that challenges the human mind and senses. Brakus, Schmitt, and Zarantonello (2009) differentiated among product experiences, shopping, and service experiences, as well as consumption experiences, concluding that all such experiences influence directly or indirectly on consumers.

show abstract

The Effect of Retail Atmospherics on Customers' Perceptions of Salespeople and Customer Persuasion:

Cited by 181 publications

References 15 publications

Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia

Retailer behavior as determinant of service quality in Indian retailing

Analyzing the Impact of Sensory Marketing on Consumers: A Case Study of KFC

Contact Info

Product

Resources

About