Advertisement

The In-Store Antecedents and Consequences of Perceived Shopping Value for Regularly Purchased Products

  • Wolfgang Weitzl
  • Robert Zniva
Part of the European Retail Research book series (ERR)

Abstract

The study contributes to the knowledge of the complex relationships between store image, shopping value, and key retail outcomes. For the first time, a holistic approach is presented to identify key in-store image characteristics and their influences on both hedonic and utilitarian shopping value, as well as to investigate the consequences of perceived shopping value on customer satisfaction and store loyalty. A quantitative survey was conducted and 342 grocery store customers of a major Austrian retail chain were interviewed. Results show that the two shopping value dimensions (hedonic and utilitarian) are influenced by various store image characteristics. Moreover, the study provides evidence that a positive relationship between shopping value and store loyalty exists. This link, however, is fully mediated by customer satisfaction. The impact of the utilitarian shopping value on customer satisfaction was found to be stronger than the impact of its hedonic counterpart.

Store Image

Store Environment Shopping Value Customer Satisfaction Store Loyalty 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Anderson, E.W.; Fornell, C.; Mazvancheryl, S.K. (2004): Customer satisfaction and shareholder value, in: Journal of Marketing, Vol. 68, No. 4, pp. 172–185.Google Scholar
  2. Ang, S.H.; Leong, S.W.; Lim, J. (1997): The mediating influence of pleasure and arousal on layout and signage effects: Comparing more and less customized retail services, in: Journal of Retailing and Consumer Services, Vol. 4, No. 1, pp. 13–24.Google Scholar
  3. Annamma, J.; Sherry, J.F. (2003): Speaking of art as embodied imagination: A multisensory approach to understanding aesthetic experience, in: Journal of Consumer Research, Vol. 30, No. 2, pp. 259–282.Google Scholar
  4. Areni, C.S.; Kim, D. (1993): The influence of background music on shopping behavior: Classical versus top-forty music in a wine store, in: Advances in Consumer Research, Vol. 20, pp. 336–340.Google Scholar
  5. Arons, L. (1961): Does television viewing influence store image and shopping frequency?, in: Journal of Retailing, Vol. 37, No. 3, pp. 1–13.Google Scholar
  6. Aubert-Gamet, V.; Cova, B. (1999): Servicescapes: From modern non-places to postmodern common places, in: Journal of Business Research, Vol. 44, No. 1, pp. 37–45.Google Scholar
  7. Babin, B.J.; Attaway, J.S. (2000): Atmospheric affect as a tool for creating value and gaining share of customer, in: Journal of Business Research, Vol. 49, No. 2, pp. 91–99.Google Scholar
  8. Babin, B.J.; Darden, W.R. (1995): Consumer self-regulation in a retail environment, in: Journal of Retailing, Vol. 71, No. 1, pp. 47–70.Google Scholar
  9. Babin, B.J.; Darden, W.R.; Griffin, M. (1994): Work and/or fun: Measuring hedonic and utilitarian shopping, in: Journal of Consumer Research, Vol. 20, No. 4, pp. 644–656.Google Scholar
  10. Babin, B.J.; Hardesty, D.M.; Suter, T.A. (2003): Color and shopping intentions: the intervening effect of price fairness and perceived affect, in: Journal of Business Research, Vol. 56, pp. 541–551.Google Scholar
  11. Bäckström, K.; Johansson, U. (2006): Creating and consuming experiences in retail store environments: Comparing retailer and consumer perspectives, in: Journal of Retailing and Consumer Services, Vol. 13, pp. 417–430.Google Scholar
  12. Baker, J. (1986): The role of the environment in marketing services: The consumer perspective, in: Czepiel J.A.; Congram C.A.; Shanathan, J. (eds.): The service challenge: Integrating for competitive advantage, Chicago, IL, pp. 79–84.Google Scholar
  13. Baker, J.; Levy, M.; Dhruv, G. (1992): An experimental approach to making retail store environmental decisions, in: Journal of Retailing, Vol. 68, No. 4, pp. 445–460.Google Scholar
  14. Baker, J.; Parasuraman, A.; Dhruv, G.; Voss G.B. (2002): The influence of multiple store environment cues on perceived merchandise value and patronage intentions, in: Journal of Marketing, Vol. 66, No. 2, pp. 120–141.Google Scholar
  15. Batra, R.; Ahtola, O.T. (1991): Measuring the hedonic and utilitarian sources of consumer attitudes, in: Marketing Letters, Vol. 2, No. 2, pp. 159–170.Google Scholar
  16. Bearden, W.O.; Teel, J.E. (1983): Selected determinants of consumer satisfaction and complaint reports, in: Journal of Marketing Research, Vol. 20, No. 1, pp. 21–28.Google Scholar
  17. Belk, R. (1979): Gift giving behavior, in: Jagdish, S.. (ed.): Research in Marketing, Greenwich, CT, p. 2.Google Scholar
  18. Bellenger, D.N.; Steinberg, E. (1976): The congruence of store image and self image as it relates to store loyalty, in: Journal of Retailing, Vol. 52, No. 1, pp. 17.Google Scholar
  19. Bellizzini, J.A.; Crowley, A.E.; Hasty, R.W. (1983): The effects of color in store design, in: Journal of Retailing, Vol. 59, No. 1, pp. 21–44.Google Scholar
  20. Bellizzini, J.A.; Hite, R. E. (1992): Environmental color, consumer feelings, and purchase likelihood, in: Psychology & Marketing, Vol. 9, No. 5, pp. 347–364.Google Scholar
  21. Bettman, J.R. (1979): An information processing theory of consumer choice, Reading, MA.Google Scholar
  22. Blackwell, R.D.; Miniard, P.W.; Engel, J.W. (2001): Consumer behavior, Mason, OH.Google Scholar
  23. Bloch, B.; Richins, M.L. (1983): Shopping without purchase: an investigation of consumer broswing behavior, in: Advances in Consumer Research, Vol. 10, pp. 389–393.Google Scholar
  24. Bloemer, J.; De Ruyter, K. (1998): On the relationship between store image, store satisfaction and store loyalty, in: European Journal of Marketing, Vol. 32, No. 5/6, p. 499.Google Scholar
  25. Bloemer, J.; Odekerken-Schroder, G. (2002): Store satisfaction and store loyalty explained by customer- and store-related factors, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 15, pp. 68–80.Google Scholar
  26. Bone, P.F.; Ellen, P.S. (1999): Scents in the marketplace: Explaining a fraction of olfaction, in: Journal of Retailing, Vol. 75, No. 2, pp. 243–262.Google Scholar
  27. Bost, E. (1987): Ladenatmosphäre und Konsumentenverhalten, Heidelberg.Google Scholar
  28. Boulding, W.; Karla, A.; Staelin, R.; Zeithaml, V.A. (1993): A dynamic process model of service quality: From expectations to behavioral intentions, in: Journal of Marketing Research, Vol. 30, No. 1, pp. 7–27.Google Scholar
  29. Bustos-Reyes, C.A.; Gaonzález-Benito, O. (2008): Store and store format loyalty measures based on budget allocation, in: Journal of Business Research, Vol. 61, No. 9.Google Scholar
  30. Butler, D.L.; Biner, P.M. (1987): Preferred lighting levels: variability among settings, behaviors and individuals, in: Environment and Behaviour, Vol. 19, No. 6, pp. 695–721.Google Scholar
  31. Carpenter, J.M. (2008): Consumer shopping value, satisfaction and loyalty in discount retailing, in: Journal of Retailing and Consumer Services, Vol. 15, No. 6, pp. 358–363.Google Scholar
  32. Carpenter, J.M.; Moore, M.; Fairhurst, A.E. (2005): Consumer shopping value for retail brands, in: Journal of Fashion Marketing and Management, Vol. 9, No. 1, pp. 43–53.Google Scholar
  33. Chandron, P.; Wansink, B.; Laurent, G. (2000): A benefit congruency framework of sales promotion and effectiveness, in: Journal of Marketing, Vol. 64, No. 4, pp. 65–81.Google Scholar
  34. Chebat, C.G.; Filiatrault, P. (1993): Interactive effects of musical and visual cues on time perceptions: an application to waiting lines in banks, in: Perceptual and Motor Skills, Vol. 77, No. 3, pp. 995–1020.Google Scholar
  35. Chevalier, M. (1975): Increase in sales due to in-store display, in: Journal of Marketing Research, Vol. 12, November, pp. 426–431.Google Scholar
  36. Christopher, M.; Payne, A.; Ballantyne, D. (1991): Relationship Marketing, Oxford.Google Scholar
  37. Churchill, G.A.; Iacobucci, D. (2005): Marketing research - Methodological foundations, Mason, OH.Google Scholar
  38. Churchill, G.A.; Surprenant, C. (1982): An investigation into the determinants of customer satisfaction, in: Journal of Marketing Research, Vol. 19, No. 4, pp. 491–504.Google Scholar
  39. Cottet, P.; Lichtle, M.C.; Plichon, V. (2006): The role of value in services: a study in a retail environment, in: Journal of Consumer Marketing, Vol. 23, No. 4, pp. 219–227.Google Scholar
  40. Cox, A.D.; Cox, D.; Anderson, R.D. (2005): Reassessing the pleasures of store shopping, in: Journal of Business Research, Vol. 58, No. 3, pp. 250–259.Google Scholar
  41. Cronin, J.J.; Brady, M.K.; Hult, G.T.M. (2000): Assessing the effects of quality, value, and customer satisfaction on consumer behaviour intentions in service environments, in: Journal of Retailing, Vol. 76, No. 2, pp. 193–218.Google Scholar
  42. Cronin, J.J.; Taylor, S.A. (1992): Measuring service quality: A reexamination and extension, in: Journal of Marketing, Vol. 56, No. 3, pp. 55–68.Google Scholar
  43. Dick, A.S.; Basu, K. (1994): Customer loyalty: Toward an integrated conceptual framework, in: Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99–114.Google Scholar
  44. Diep, V.C.S.; Sweeney, J.C. (2008): Shopping trip value: Do stores and products matter?, in: Journal of Retailing and Consumer Services, Vol. 15, pp. 399–409.Google Scholar
  45. Donovan, R.J.; Rossiter, J.R. (1982): Store atmosphere: An environmental psychology approach, in: Journal of Retailing, Vol. 58, No. 1, pp. 34–58.Google Scholar
  46. Donovan, R.J.; Rossiter, J.R.; Marcoolyn, G.; Nesdale, A. (1994): Store atmosphere and purchasing behaviour, in: Journal of Retailing, Vol. 70, No. 3, pp. 283–294.Google Scholar
  47. Doyle, P.; Fenwick, I. (1974–75): How store images affect shopping habits in grocery chains, in: Journal of Retailing, Vol. 50, No. 4, pp. 39–52.Google Scholar
  48. East, J.R.; Lomax, W.; Willson, G.; Harris, P. (1994): Decision making and habit in shopping times, in: European Journal of Marketing, Vol. 28, No. 4, pp. 56–71.Google Scholar
  49. East, R.; Harris, P.; Willson, G.; Lomax, W. (1995): Loyalty to supermarkets, in: International Review of Retail, Distribution and Consumer Research, Vol. 5, No. 1, pp. 99–109.Google Scholar
  50. Eastwick, M.A.; Feinberg, R.A. (1999): Shopping motives for mail catalog shopping, in: Journal of Business Research, Vol. 45, No. 3, pp. 281–290.Google Scholar
  51. Erevelles, S.; Clark, L. (1992): A comparison of current models of consumer satisfaction/dissatisfaction, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, No. 1, pp. 104–114.Google Scholar
  52. Eroglu, S.A.; Machleit, K.A.; Chebat, J.C. (2005): The interaction of retail density and music tempo: Effects on shopper response, in: Psychology & Marketing, Vol. 22, No. 7, pp. 577–589.Google Scholar
  53. Fischer, E.; Arnold, S.J. (1990): More than a labor of love: Gender roles and Christmas gift shopping, in: Journal of Consumer Research, Vol. 17, No. 3, pp. 333–345.Google Scholar
  54. Fisk, R.; Young, C. (1985): Disconfirmation of equity expectations. Effects on consumer satisfaction with service, in: Advances in Consumer Research, Vol. 12, No. 1, p. 340–345.Google Scholar
  55. Fornell, C. (1992): A national customer satisfaction barometer: the Swedish experience, in: Journal of Marketing, Vol. 56, No. 1, pp. 6–21.Google Scholar
  56. Fornell, C.; Johnson, M.D.; Anderson, E.W.; Cha, J.; Bryant, B.E. (1996): The American customer satisfaction index: nature, purpose, and findings, in: Journal of Marketing, Vol. 60, No. 4, pp. 7–18.Google Scholar
  57. Gagnon, J.P.; Osterhaus, J.T. (1985): Research note: effectiveness of floor displays on the sales of retail products, in: Journal of Retailing, Vol. 61, No. 1, pp. 104–116.Google Scholar
  58. Golledge, R.S.; Rushton, G.; Clark, W.A.V. (1966): Some spatial characteristics or Iowa’s dispersed farm population and their implications for the grouping of central places functions, in: Economic Geography, Vol. 42, pp. 261–272.Google Scholar
  59. Grewal, D.; Monroe, K.B.; Krishnan, R. (1998): The effects of price-comparison advertising on buyers’ perception of acquisition value, transaction value, and behavioral intentions, in: Journal of Marketing, Vol. 62, No. 2, pp. 46–59.Google Scholar
  60. Grewal, D.; Sharma, A. (1991): The effect of salesforce behavior on customer satisfaction: an interactive framework, in: Journal of Personal Sales Management, Vol. 11, No. 2, pp. 13–23.Google Scholar
  61. Griffin, M.; Babin, B.J.; Modianos, D. (2000): Shopping values of Russian consumers: the impact of habituation in a developing economy, in: Journal of Retailing, Vol. 76, No. 1, pp. 33–52.Google Scholar
  62. Groeppel-Klein, A. (1997): The influence of the dominance perceived at the point-of-sale on the price assessment, in: European Advances in Consumer Research, Vol. 3, pp. 304–311.Google Scholar
  63. Groeppel, A.; Bloch, B. (1990): An investigation of experience-oriented consumers in retailing, in: The International Review of Retail, Distribution and Consumer Research, Vol. 1, No. 1, pp. 101–118.Google Scholar
  64. Gruber, E. (2004): Die Attraktivität von Einkaufsstätten im Handel, Wiesbaden.Google Scholar
  65. Hanson, S. (1980): Spatial diversification and multipurpose travel: implications for choice theory, in: Geographical Analysis, Vol. 12, pp. 245–257.Google Scholar
  66. Harrell, G.D.; Hutt, M.D.; Anderson J.C. (1980): Path analysis of buyer behavior under conditions of crowding, in: Journal of Marketing Research, Vol. 17, February, pp. 45–51.Google Scholar
  67. Hartline, M.D.; Ferrell, O.C. (1996): The management of customer-contact service employees, in: Journal of Marketing, Vol. 60, No. 4, pp. 52–70.Google Scholar
  68. Heskett, J.L.; Jones, T.O.; Loveman, G.W.; Sasser, W.E.; Schlesinger, L.A. (1994): Putting the service-profit chain to work, in: Harvard Business Review, Vol. 72, No. 2, pp. 164–174.Google Scholar
  69. Hightower, R.; Brady, M.K.; Baker, T.L. (2002): Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events, in: Journal of Business Research, Vol 55, No. 9, pp. 697–707.Google Scholar
  70. Hirsch, A.R. (1995). “Effects of ambient odors on slot-machine usage in a Las Vegas casino.” Psychology & Marketing, Vol. 12, No. 7, pp. 585–594.Google Scholar
  71. Hirschman, E.C. (1981): Retail Research and Theory, in: Enis, B.; Roering, K. (eds.): Review of Marketing, Chicago, pp. 120–133.Google Scholar
  72. Hoffman, K.D.; Turley, L.W. (2002): Atmospherics, service encounters and consumer decision making: An integrative perspective, in: Journal of Marketing Theory, Vol. 10, No. 3, pp. 33–47.Google Scholar
  73. Holbrook, M.B. (1999): Introduction to consumer value. Customer value: a framework for analysis and research, London, UK.Google Scholar
  74. Holbrook, M.B. (1994): The Nature of Customer Value: An Axiology of Services in the Consumption Experience, in: Rust, R.T.; Oliver, R.L.. (eds.): Service Quality: New Directions in Theory and Practice, Newbury Park, CA, pp. 21–71.Google Scholar
  75. Holbrook, M.B.; Hirschman, E.C. (1982): The experiential aspects of consumption: Consumer fantasies, feelings, and fun, in: Journal of Consumer Research, Vol. 9, No. 2, pp. 132–141.Google Scholar
  76. Huddleston, P.; Whipple, J.; VanAuken, A. (2004): Food store loyalty: Application of a consumer loyalty framework, in: Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12, No. 3, pp. 213–230.Google Scholar
  77. Huff, D.L. (1962): Determination of intra-urban retail trade areas, in: Real Estate Research Program, Los Angeles, pp. 11–12.Google Scholar
  78. Hui, M.K.; Bateson, J.E.G. (1990): Testing a theory of crowding in the service environment, in: Advances in Consumer Research, Vol. 17, pp. 866–873.Google Scholar
  79. Hui, M.K.; Bateson, J.E.G. (1991): Perceived control and the effects of crowding and consumer choice on the service experience, in: Journal of Consumer Research, Vol. 18, No. 2, pp. 174–184.Google Scholar
  80. Hui, M.K.; Dube, L. (1997): The impact of music on consumers’ reactions to waiting for services, in: Journal of Retailing, Vol. 73, No. 1, pp. 87–104.Google Scholar
  81. Hunt, H.K. (1977). Conceptualization and measurement of customer satisfaction and dissatisfaction, Cambridge, MA.Google Scholar
  82. Ingene, C. (1984): Productivity and functional shifting in spatial retailing: private and social perspectives, in: Journal of Retailing, Vol. 60, No. 3, pp. 15–36.Google Scholar
  83. Jacoby, J.; Kyner, D.B. (1973): Brand loyalty vs. repeat purchasing behavior, in: Journal of Marketing Research, Vol. 10, No. 1, pp. 1–9.Google Scholar
  84. Jones, M.A. (1999): Entertaining shopping experiences: An exploratory investigation, in: Journal of Retailing and Consumer Services, Vol. 6, No. 3, pp. 128–139.Google Scholar
  85. Jones, M.A.; Reynolds, K.E.; Mark, J.A. (2006): Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes, in: Journal of Business Research, Vol. 59, No. 9, pp. 974–981.Google Scholar
  86. Klein, L.; Ford, G. (2003): Consumer search for information in the digital age: an empirical study of prepurchase search for automobiles, in: Journal of Interactive Marketing, Vol. 17, No. 3, pp. 29–49.Google Scholar
  87. Knox, S.D.; Denison, T.J. (2000): Store loyalty: Its impact on retail revenue. An empirical study of purchasing behaviour in the UK, in: Journal of Retailing and Consumer Services, Vol. 7, No. 1,33–45.Google Scholar
  88. Kotler, P. (1973): Atmospherics as a marketing tool, in: Journal of Retailing, Vol. 49, No. 4, p. 48.Google Scholar
  89. Kunkel, J.H.; Berry L.L. (1968): A behavioral conception of retail image, in: Journal of Marketing, Vol. 32, No. 4, pp. 21–27.Google Scholar
  90. Lessig, V.P. (1973): Consumer store images and store loyalties, in: Journal of Marketing, Vol. 37, No. 4, pp. 72–74.Google Scholar
  91. Levy, M.; Weitz, B.A. (1995): Retailing management, Chicago, IL.Google Scholar
  92. Lindquist, J.D. (1974–75): Meaning of image: survey of empirical and hypothetical evidence, in: Journal of Retailing, Vol. 50, No. 4, pp. 29–38.Google Scholar
  93. Machleit, K.A.; Eroglu, S.A.; Mantel S.P. (2000): Perceived retail crowding and shopping satisfaction: What modifies this relationship?, in: Journal of Consumer Psychology, Vol. 9, No. 1, pp. 29–42.Google Scholar
  94. Maciontosh, G.; Lockshin, L.S. (1997): Retail relationships and store loyalty: A multi-level perspective, in: International Journal of Research in Marketing, Vol. 14, No. 5, pp. 487–497.Google Scholar
  95. Malhotra, N. (1983): A threshold model of store choice, in: Journal of Retailing, No. 2, Vol. 59, pp. 3–21.Google Scholar
  96. Mano, H.; Oliver, R.L. (1993): Assessing the dimensionality of the consumption experience: evaluation, feeling and satisfaction, in: Journal of Consumer Research, Vol. 20, No. 4, pp. 451–466.Google Scholar
  97. Martineau, P. (1958): The personality of the retail store, in: Harvard Business Review, Vol. 36, No. 1, pp. 47–55.Google Scholar
  98. Mattila, A.S.; Wirtz, J. (2001): Congruency of scent and music as a driver of in-store evaluations and behavior, in: Journal of Retailing, Vol. 77, No. 2, pp. 273–289.Google Scholar
  99. May, E. (1989): A retail odyssey, in: Journal of Marketing, Vol. 65, No. 3, pp. 356–367.Google Scholar
  100. Mehrabian, A.; Russell, J.A. (1974): An approach to environmental psychology, Cambridge, MA.Google Scholar
  101. Milliman, R.E. (1982): Using background music to affect the behaviour of supermarket shoppers, in: Journal of Marketing, Vol. 46, No. 3, pp. 86–91.Google Scholar
  102. Mitchell, D.J; Kahn, B.E.; Knasko, S.C. (1995): There’s something in the air: Effects of congruent or incongruent ambient odor on consumer decision making, in: Journal of Consumer Research, Vol. 22, No. 2, pp. 229–238.Google Scholar
  103. Nevin, J.; Houston, M. (1980): Images as a component of attractiveness to intra-urban shopping areas, in: Journal of Retailing, Vol. 56, No. 1, pp. 77–93.Google Scholar
  104. Nunually, J.C. (1978): Psychometric theory, New York, NY.Google Scholar
  105. O’Curry, S.; Strahilevitz, M. (2001): Probability and mode of acquisition effects on choices between hedonic and utilitarian options, in: Marketing Letters, Vol. 12, No. 1, pp. 37–49.Google Scholar
  106. Oliver, R.L. (1980): A cognitive model of the antecedents and consequences of satisfaction decisions, in: Journal of Marketing Research, Vol. 17, No. 4, pp. 460–469.Google Scholar
  107. Oliver, R.L. (1981): Measurement and evaluation of satisfaction process in retail setting, in: Journal of Retailing, Vol. 57, No. 3, pp. 25–48.Google Scholar
  108. Oliver, R.L. (1997): Satisfaction, New York, NY.Google Scholar
  109. Oliver, R.L. (1999): Whence consumer loyalty?, in: Journal of Marketing, Vol. 63, No. 1, pp. 33–45.Google Scholar
  110. Oliver, R.L.; DeSarbo, W.S. (1988): Response determinants in satisfaction judgements, in: Journal of Consumer Research, Vol. 14, No. 4, pp. 495–507.Google Scholar
  111. Osman, M.Z. (1993): A conceputal model of retail image influences on loyalty patronage behavior, in: International Review of Retail, Distribution and Consumer Research, Vol. 3, No. 2, pp. 133–148.Google Scholar
  112. Ostrom, A.; Iacobucci, D. (1995): Consumer trade-offs and the evaluation of services, in: Journal of Marketing, Vol. 59, No. 1, pp. 17–28.Google Scholar
  113. Overby, J.W.; Lee, E.-J. (2006): The effects of utilitarian and hedonic online shopping value on consumer preference and intentions, in: Journal of Business Research, Vol. 59, No. 10, pp. 1160–1166.Google Scholar
  114. Parasuraman, A.; Zeithaml, V.A.; Berry L.L. (1988): SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, in: Journal of Retailing, Vol. 64, No. 1, pp. 12–40.Google Scholar
  115. Patterson, P.G.; Spreng, R.A. (1997): Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business services context: an empirical examination, in: International Journal of Service Industry Management, Vol. 8, No. 5, pp. 414–434.Google Scholar
  116. Pine, B.J.; Gilmore, J.H. (1999): The experience economy - work is theatre and every business a stage, Boston, MA.Google Scholar
  117. Prahalad, C.K.; Ramaswamy, V. (2004): The future of competition: Co-creating unique value with customers, Boston, MA.Google Scholar
  118. Pritchard, M.P.; Howard, D.R.; Havitz, M.E. (1992): Loyalty measurement: a critical examination and theoretical extension, in: Leisure Sciences, Vol. 14, No. 2, pp. 155–164.Google Scholar
  119. Raajpoot, N.A.; Sharma, A.; Chebat, J.C. (2008): The role of gender and work status in shopping center patronage, in: Journal of Business Research, Vol. 61, No. 8, pp. 825–833.Google Scholar
  120. Reynolds, K.E.; Arnold, M.J. (2000): Customer loyalty to the salesperson and the store: examining relationship customers in an upscale retail context, in: Journal of Personal Selling and Sales Management, Vol. 20, No. 2, pp. 89–98.Google Scholar
  121. Reynolds, K.E.; Beatty, S.E. (1999): Customer benefits and company consequences of customersalesperson relationships in retailing, in: Journal of Retailing, Vol. 75, No. 1, pp. 11–32.Google Scholar
  122. Reynolds, K.E.; Ganesh, J.; Luckett, M. (2002): Traditional mall vs factory outlets: comparing shopper typologies and implications for retail strategy, in: Journal of Business Research, Vol. 55, No. 3, pp. 687–696.Google Scholar
  123. Rich, S.; Portins, B. (1964): The imageries of department stores, in: Journal of Marketing, Vol. 28, No. 2, pp. 10–15.Google Scholar
  124. Rintamäki, T.; Kanto, A.; Kuusela, H.; Spence, M.T. (2006): Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions, in: International Journal of Retail & Distribution Management, Vol. 34, No. 1, pp. 6–23.Google Scholar
  125. Roy, A. (1994): Correlates of mall visit frequency, in: Journal of Retailing, Vol. 70, No. 2, pp. 139–161.Google Scholar
  126. Rubenstein, C.; Shaver, P.R. (1980): Loneliness in two northeastern cities, in: Hartog, J.; Audy, J.R.; Cohen, Y.A. (eds.): The anatomy of loneliness, New York, pp. 319–337.Google Scholar
  127. Scheuch, M. (2001): Verkaufsraumgestaltung und Ladenatmosphäre im Handel, Vienna.Google Scholar
  128. Schnessl, N. (2005): Erlebnisorientierte Gestaltung des Dienstleistungsumfeldes: Ansatzpunkte zur Stärkung der Kundenbindung, Vienna.Google Scholar
  129. Shapiro, C.; Vivian, H.R. (2000): Information rules, Boston, MA.Google Scholar
  130. Sharma, A. (1997): Customer satisfaction-based incentive systems: some managerial and salesperson considerations, in: Journal of Personal Sales Management, Vol. 17, No. 1, pp. 61–70.Google Scholar
  131. Sherman, E.; Mathur, A.; Smith, R.B. (1997): Store environment and consumer purchase behaviour: Mediating role of consumer emotions, in: Psychology & Marketing, Vol. 14, No. 4, pp. 361–378.Google Scholar
  132. Sherry, J.F. (1990): A sociocultural analysis of a Midwestern American flea mark, in: Journal of Consumer Research, Vol. 17, No. 1, pp. 13–30.Google Scholar
  133. Sirgy, M.J.; Samli, A.C. (1985): A path analytic model of store loyalty involving self-concept, store image, geographic loyalty, and socioeconomic status, in: Journal of the Academy of Marketing Science, Vol. 13, No. 3, pp. 265–291.Google Scholar
  134. Smith, P.; Burns, D.J. (1996): Atmospherics and retail environment: the case of the “power aisle”, in: International Journal of Retail & Distribution Management, Vol. 24, No. 1, pp. 7–14.Google Scholar
  135. Spangenberg, E.R.; Crowley, A.E.; Henderson, P.W. (1996): Improving the store environment: Do olfactory cues affect evaluations and behaviors, in: Journal of Marketing, Vol. 60, No. 2, pp. 67–81.Google Scholar
  136. Spies, K.; Hesse, F.; Loesch, K. (1997): Store atmosphere, mood and purchasing behavior, in: International Journal of Research in Marketing, Vol. 14, No. 1, pp. 1–17.Google Scholar
  137. Srivastava, R.K.; Shervani, T.A.; Fahey, L. (1998): Market-based assets and shareholder value: a framework for analysis, in: Journal of Marketing, Vol. 62, No. 1, pp. 2–18.Google Scholar
  138. Stanley, T.; Sewall, M. (1976): Image inputs to a probabilistic model: predicting retail potential, in: Journal of Marketing, Vol. 40, No. 3, pp. 48–53.Google Scholar
  139. Sullivan, M.; Adcock, D. (2002): Retail marketing, London.Google Scholar
  140. Sullivan, P.; Savitt, R. (1997): Store patronage and lifestyle factors: implications for rural grocery retailers, in: International Journal of Retail & Distribution Management, Vol. 25, No. 11, pp. 351–370.Google Scholar
  141. Swan, J.E.; Trawick, I.F.; Carroll, M.G. (1981): Effect of participation in marketing research on consumer attitudes to research and satisfaction with a service, in: Journal of Marketing Research, Vol. 18, No. 3, pp. 356–363.Google Scholar
  142. Tauber, E.M. (1972): Why do people shop?, in: Journal of Marketing, Vol. 36, No. 4, pp. 46–49.Google Scholar
  143. Taylor, S.A.; Baker, T.L. (1994): An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions, in: Journal of Retailing, Vol. 70, No. 2, pp. 63–179.Google Scholar
  144. Thompson, J.C.; Locander, W.B.; Pollio, H.R. (1990): The lived meaning of free choice: an existential-phenomenological description of everyday consumer experiences of contemporary married woman, in: Journal of Consumer Research, Vol. 17, No. 3, pp. 346–361.Google Scholar
  145. Tse, D.K.; Wilton, P.C. (1988): Models of consumer satisfaction formation: an extension, in: Journal of Marketing Research, Vol. 25, No. 2, pp. 204–212.Google Scholar
  146. Turley, L.W.; Milliman, R.E. (2000): Atmospheric effects on shopping behavior: A review of the experimental evidence, in: Journal of Business Research, Vol. 49, No. 2, pp. 193–211.Google Scholar
  147. Tversky, A.; Sattah, S.; Slovic, P. (1988): Contingent weighting in judgment and choice, in: Psychological Review, Vol. 95, No. 3, pp. 371–384.Google Scholar
  148. Wakefield, K.L.; Baker, J. (1998): Excitement at the mall: Determinants and effects on shopping response, in: Journal of Retailing, Vol. 74, No. 4, pp. 515–539.Google Scholar
  149. Westbrook, R.A.; Black, W.C. (1985): Motivation-based shopper typology, in: Journal of Retailing, Vol. 61, No. 1, pp. 78–103.Google Scholar
  150. Westbrook, R.A., Newman, J.W.; et al. (1978). Consumer satisfaction/dissatisfaction in the purchase decision process, in: Journal of Marketing Vol. 42, No. 4, pp. 54–60.Google Scholar
  151. Wilkinson, J.B.; Mason, J.B.; Paksoy, C.H. (1982): Assessing the impact of short-term supermarket strategy variables, in: Journal of Marketing Research, Vol. 14, No. 1, pp. 72–86.Google Scholar
  152. Woodruff, R.B. (1997): Customer value: The next source of competitive advantage, in: Journal of the Academy of Marketing Science, Vol. 25, No. 2, pp. 139–153.Google Scholar
  153. Yalch, R.F. Spangenberg, E.R. (1990): Effects of store music on shopping behaviour, in: Journal of Consumer Marketing, Vol. 7, No. 1, pp. 55–63.Google Scholar
  154. Yalch, R.F.; Spangenberg, E.R. (2000): The effects of music in a retail setting on real and perceived shopping times, in: Journal of Business Research, Vol. 49, No. 2, pp. 139–147.Google Scholar
  155. Zeedyk-Ryan, J.; Smith, G.F. (1983): The effects of crowding on hostility, anxiety and drive for social interaction, in: Journal of Social Psychology, Vol. 120, No. 3, pp. 245–252.Google Scholar
  156. Zeithaml, V.A. (1988): Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence, in: Journal of Marketing, Vol. 52, No. 3, pp. 2–22.Google Scholar
  157. Zineldin, M. (2006): The royalty of loyalty: CRM, quality and retention, in: Journal of Consumer Marketing, Vol. 23, No. 7, pp. 430–437.Google Scholar
  158. Zins, A. (2001): Relative attitudes and commitment in customer loyalty models, in: International Journal of Service Industry Management, Vol. 12, No. 3, pp. 269–294.Google Scholar

Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2010

Authors and Affiliations

  • Wolfgang Weitzl
    • 1
  • Robert Zniva
    • 2
  1. 1.Department of MarketingUniversity of ViennaViennaAustria
  2. 2.Department of MarketingUniversity of ViennaViennaAustria

Personalised recommendations