Standard

Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement. / Demoulin, Nathalie; Willems, Kim.

In: Journal of Business Research, Vol. 104, 23.11.2019, p. 295-306.

Research output: Contribution to journalArticle

Harvard

APA

Vancouver

Author

Demoulin, Nathalie ; Willems, Kim. / Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement. In: Journal of Business Research. 2019 ; Vol. 104. pp. 295-306.

BibTeX

@article{125775cfe93b463794f0e8ba5f2e81e8,
title = "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement",
abstract = "This study investigates the effect of the servicescape's ambient, design, and social factors on customer irritation and satisfaction, focusing particularly on the moderating effects of shopping motives and involvement. Across four retail sectors with variations in involvement (i.e., high vs. low) and shopping motives (i.e., utilitarian or hedonic), consumer surveys were conducted at the exits of grocery, electrical appliances, home decoration, and fashion retailing stores (n = 669). SmartPLS analyses reveal that poorly managed social servicescape factors are the most irritating, and customers' irritation in turn decreases satisfaction, particularly in high-involvement settings. In low-involvement settings, design elements matter relatively more. Furthermore, while social factors prevail as drivers of irritation in utilitarian settings, ambient elements matter more in hedonic contexts. This study is one of the few to focus on servicescape-induced negative affect, allowing managers to prioritize atmospherics in their quest to minimize customer irritation, depending on the particular service sector.",
keywords = "IrritationServicescapeAtmosphericsInvolvementShopping motivesRetailing",
author = "Nathalie Demoulin and Kim Willems",
year = "2019",
month = "11",
day = "23",
language = "English",
volume = "104",
pages = "295--306",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier Inc.",

}

RIS

TY - JOUR

T1 - Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement

AU - Demoulin, Nathalie

AU - Willems, Kim

PY - 2019/11/23

Y1 - 2019/11/23

N2 - This study investigates the effect of the servicescape's ambient, design, and social factors on customer irritation and satisfaction, focusing particularly on the moderating effects of shopping motives and involvement. Across four retail sectors with variations in involvement (i.e., high vs. low) and shopping motives (i.e., utilitarian or hedonic), consumer surveys were conducted at the exits of grocery, electrical appliances, home decoration, and fashion retailing stores (n = 669). SmartPLS analyses reveal that poorly managed social servicescape factors are the most irritating, and customers' irritation in turn decreases satisfaction, particularly in high-involvement settings. In low-involvement settings, design elements matter relatively more. Furthermore, while social factors prevail as drivers of irritation in utilitarian settings, ambient elements matter more in hedonic contexts. This study is one of the few to focus on servicescape-induced negative affect, allowing managers to prioritize atmospherics in their quest to minimize customer irritation, depending on the particular service sector.

AB - This study investigates the effect of the servicescape's ambient, design, and social factors on customer irritation and satisfaction, focusing particularly on the moderating effects of shopping motives and involvement. Across four retail sectors with variations in involvement (i.e., high vs. low) and shopping motives (i.e., utilitarian or hedonic), consumer surveys were conducted at the exits of grocery, electrical appliances, home decoration, and fashion retailing stores (n = 669). SmartPLS analyses reveal that poorly managed social servicescape factors are the most irritating, and customers' irritation in turn decreases satisfaction, particularly in high-involvement settings. In low-involvement settings, design elements matter relatively more. Furthermore, while social factors prevail as drivers of irritation in utilitarian settings, ambient elements matter more in hedonic contexts. This study is one of the few to focus on servicescape-induced negative affect, allowing managers to prioritize atmospherics in their quest to minimize customer irritation, depending on the particular service sector.

KW - IrritationServicescapeAtmosphericsInvolvementShopping motivesRetailing

M3 - Article

VL - 104

SP - 295

EP - 306

JO - Journal of Business Research

JF - Journal of Business Research

SN - 0148-2963

ER -

ID: 48997302