The relationship between density perceptions and satisfaction in the retail setting: Mediation and moderation effects

Pons, Frank; Giroux, Marilyn; Mourali, Mehdi; Zins, Michel

doi:10.1016/j.jbusres.2015.09.005

Cited by 46 publications

(31 citation statements)

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“…Research concerning the wellbeing and experience of crowd participants has examined, for example, satisfaction of individuals in crowds (Machleit et al, 2000); psychological reactions to a given crowd situation (Worchel and Teddie, 1976;Worchel and Yohai, 1979;Hopkins et al, 2016;Pons et al, 2016); impact of prior expectations and experiences (Webb and Worchel, 1993); gender and experience (Rustemli, 1992;Ozdemir, 2008); personal and cultural space preferences (Martinez, 2009;Pons and Laroche, 2007); and crowding and goal performance (Klein and Harris, 1979). Attention has also been given to the impact of different crowd situations on individual experience of stress (Cox et al, 2006).…”

Section: Introductionmentioning

confidence: 99%

“…Attention has also been given to the impact of different crowd situations on individual experience of stress (Cox et al, 2006). Moreover, studies have considered a range of different crowd types including those occurring with retail environments (Whiting, 2013;Pons et al, 2016); restaurants (Robson, 2011); music festivals (Janchar et al, 2000); sporting events (Johnson, 2008); and religious pilgrimages (Hughes, 2003).…”

Section: Introductionmentioning

confidence: 99%

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Factors influencing experience in crowds – The organiser perspective

et al. 2018

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Crowds are a commonplace encounter but the experience for participants can be highly variable. Crowds are complex sociotechnical phenomenon, affected by many interacting factors. Little is known, however, about how those responsible for organising crowd situations approach their responsibilities. This study conducted semi-structured interviews (n = 41) with organisers responsible for different aspects of the design, planning, management and operations of events and other crowd situations. The objective was to understand organisers' priorities, along with the consideration given to the experience of crowd participants. The interviews revealed that organisers generally prioritised finance, security and health and safety aspects, whilst giving limited explicit attention to other important factors that affect participant experience. Organisers tended to approach their planning and decisions on the basis of their own experience and judgement, without accessing training or reference to guidance. It is suggested that the non-use of guidance is in part due to problems with the guidance currently available, both its content and its form. The organisers of infrequent or small-scale events have the greatest knowledge and experience gap. It is concluded that in order to achieve a consistent, high quality experience for crowd participants, there needs to be improved understanding among organisers of the complexity of crowds and the multiple factors influencing participant experience. Guidance and tools need to be usable and tailored to organisers' requirements. Organisers of infrequent or small-scale events are especially in need of support.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Factors influencing experience in crowds – The organiser perspective

et al. 2018

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“…Individuals will perceive the same crowd with a different level of stress depending on their personal tolerance (Stokols, 1972;Whiting and Nakos, 2008). Although high-density situations contribute to a negative experience for some individuals in particular circumstances, there may be positive outcomes for others, known as functional density (Eroglu & Harrell, 1986;Yildirim & Akalin-Baskaya, 2007;Pons et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Factors influencing experience in crowds – The participant perspective

et al. 2017

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Humans encounter crowd situations on a daily basis, resulting in both negative and positive experiences. Understanding how to optimise the participant experience of crowds is important. In the study presented in this paper, 5 focus groups were conducted (35 participants, age range: 21-71 years) and 55 crowd situations observed (e.g. transport hubs, sport events, retail situations). Influences on participant experience in crowds identified by the focus groups and observations included: physical design of crowd space and facilities (layout, queuing strategies), crowd movement (monitoring capacity, pedestrian flow), communication and information (signage, wayfinding), comfort and welfare (provision of facilities, environmental comfort), and public order. It was found that important aspects affecting participant experience are often not considered systematically in the planning of events or crowd situations. The findings point to human factors aspects of crowds being overlooked, with the experiences of participants often poor.

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“…A principal corrente teórica que se dedica a analisar o papel dos outros consumidores, e a consequente influência destes indivíduos nas experiências de um determinado consumidor focal, está concentrada no chamado fenômeno de crowding no varejo KIM, 2012;BAKER et al, 2002;DION, 2004;PONS et al, 2016).…”

Section: A Teoria Sobre Percepção De Crowdingunclassified

“…Enquanto a densidade é uma medida objetiva (pessoas e coisas/espaço), a percepção de densidade é uma avaliação neutra do número de pessoas e coisas, ao passo que a percepção de crowding é uma avaliação, sobretudo emocional e afetiva, da adequabilidade (ou não) da disposição de espaço e do número de pessoas e coisas, normalmente relacionada a emoções negativas decorrentes de espaços cheios (MEHTA, 2013;PONS et al, 2016).…”

Section: A Teoria Sobre Percepção De Crowdingunclassified

A dimensão social na experiência de consumo em alimentação fora do lar

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The relationship between density perceptions and satisfaction in the retail setting: Mediation and moderation effects

Cited by 46 publications

References 47 publications

Factors influencing experience in crowds – The organiser perspective

Factors influencing experience in crowds – The organiser perspective

Factors influencing experience in crowds – The participant perspective

A dimensão social na experiência de consumo em alimentação fora do lar

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