The influence of atmospherics general interior variables on shoppers’ emotions and behavior

Elmashhara, Maher Georges; Soares, Ana Maria

doi:10.1080/09593969.2020.1724556

Cited by 25 publications

(27 citation statements)

References 104 publications

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“…e entertaining content gratifications identified in this article are analogous to the dimension of "being relax and be entertained" in a study by Elmashhara and Soares [75] on shopping mall entertainment.…”

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confidence: 58%

Users’ Experience of Digital Wayfinding Screens: A Uses and Gratification Perspective from South Africa

Roux

2020

Advances in Human-Computer Interaction

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Marketing and business communication researchers have neglected the wayfinding capabilities of digital out-of-home communication in the retailing landscape. The current study focuses on digital wayfinding screens in the South African shopping mall environment. The aim is understanding users’ experience of digital wayfinding screens, guided by the uses and gratification theory. Shoppers were interviewed about their views and actions while engaging in the wayfinding process in large upmarket shopping malls. The in-depth semistructured interviews were recorded and then the content was analysed. The findings provide a rich and comprehensive understanding of shoppers’ content gratifications and process gratifications when utilising this contemporary medium. The current study identifies four uses and gratifications for digital wayfinding screens: convenient process gratifications, interactive process gratifications, informational content gratification, and entertaining content gratifications. Understanding the gratification dimensions of digital wayfinding screens contributes to contemporary media research and forms the basis of valuable guidelines for practitioners in retail media and design.

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confidence: 58%

Users’ Experience of Digital Wayfinding Screens: A Uses and Gratification Perspective from South Africa

Roux

2020

Advances in Human-Computer Interaction

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“…Similarly, Das et al (2012, p. 98) defined mall personality as "consumer's perception of human personality traits attributed to a shopping mall." It is generated based on personality factors such as mall name, environment, architecture, layout, advertising, colour, symbols, brand name, service excellence, mall's staff and salespersons (El-Adly and Eid, 2015;Elmashhara and Soares, 2020). Rahman et al (2016, p. 156) defined mall personality in terms of the dimensions sophistication and solidity, which influence shoppers' responses.…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

The impact of mall personality and shopping value on shoppers' well-being: moderating role of compulsive shopping

Ali

Mishra

Javed

2021

IJRDM

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PurposeThe purpose of this study is to examine the association between mall personality, hedonic and utilitarian shopping value, and shoppers' well-being. The moderating effect of compulsive shopping on the association between both hedonic and utilitarian shopping value, and shoppers' well-being is also investigated.Design/methodology/approachThis study is quantitative in nature, and a purposive sampling technique is used. Data was collected through mall intercept survey. The authors collected 431 usable responses from respondents at two different malls in Lahore, Pakistan. PLS-SEM was employed to test the proposed hypotheses.FindingsResults indicate that mall personality significantly and positively influences both hedonic and utilitarian shopping value and shoppers' well-being. Similarly, hedonic shopping value has a significant and positive impact on shoppers' well-being, while utilitarian shopping value has a non-significant relationship with shoppers' well-being. Moreover, while compulsive shopping behaviour moderates the positive relationship between hedonic shopping value and shoppers' well-being, it does not moderate the relationship between utilitarian shopping value and shoppers' well-being.Originality/valueDespite the extant studies on brand and store personality on numerous retail outcomes, no study has examined the association between mall personality and shoppers' well-being. Another key contribution of this study is to examine moderation effect of compulsive shopping on the association between shopping value and shoppers' well-being. Additionally, this study enlightens mall administration to emphasise upon mall personality and hedonic shopping value so as to enhance shoppers' well-being, more so if its product assortment encourages compulsive shopping.

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“…Social robots possess permanent entertainment features ( Anselmsson, 2016 ), such as their physical appearance, facial expressions, gaze and tone of voice ( Aaltonen et al, 2017 ), and controlled, dynamic movements ( Kuroki, 2001 ). Robots may also carry with them temporary entertainment features ( Elmashhara and Soares, 2020 ) when they are customised to being part of a particular context. For instance, as a concierge for this study, Pepper (humanoid robot) was designed to narrate jokes such as, “The student asked if there was a shortcut to the train station as he/she was in rush.…”

Section: Servbot Frameworkmentioning

confidence: 99%

Perceived Service Quality in HRI: Applying the SERVBOT Framework

et al. 2021

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Services are intangible in nature and as a result, it is often difficult to measure the quality of the service. In the service literature, the service is usually delivered by a human to a human customer and the quality of the service is often evaluated using the SERVQUAL dimensions. An extensive review of the literature shows there is a lack of an empirical model to assess the perceived service quality provided by a social robot. Furthermore, the social robot literature highlights key differences between human service and social robots. For example, scholars have highlighted the importance of entertainment value and engagement in the adoption of social robots in the service industry. However, it is unclear whether the SERVQUAL dimensions are appropriate to measure social robot’s service quality. The paper proposes the SERVBOT model to assess a social robot’s service quality. It identifies, reliability, responsiveness, assurance, empathy, and entertainment as the five dimensions of SERVBOT. Further, the research will investigate how these five factors influence emotional engagement and future intentions to use the social robot in a concierge service setting. The model was tested using student sampling, and a total of 94 responses were collected for the study. The findings indicate empathy and entertainment value as key predictors of emotional engagement. Further, emotional engagement is a strong predictor of future intention to use a social robot in a service setting. This study is the first to propose the SERVBOT model to measure social robot’s service quality. The model provides a theoretical underpinning on the key service quality dimensions of a social robot and gives scholars and managers a method to track the service quality of a social robot. The study also extends on the literature by exploring the key factors that influence the use of social robots (i.e. emotional engagement).

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The influence of atmospherics general interior variables on shoppers’ emotions and behavior

Cited by 25 publications

References 104 publications

Users’ Experience of Digital Wayfinding Screens: A Uses and Gratification Perspective from South Africa

Users’ Experience of Digital Wayfinding Screens: A Uses and Gratification Perspective from South Africa

The impact of mall personality and shopping value on shoppers' well-being: moderating role of compulsive shopping

Perceived Service Quality in HRI: Applying the SERVBOT Framework

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