Perceived retail crowding and shopping satisfaction: the role of shopping values

Two studies were conducted to examine whether shopping values are affected by perceived retail crowding, and whether shopping values mediate the relationship between perceived retail crowding and shopping satisfaction. Results of the first study show that perceived retail crowding affects shopping v...

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Bibliographic Details
Published in:Journal of business research 2005-08, Vol.58 (8), p.1146-1153
Main Authors: Eroglu, Sevgin A., Machleit, Karen, Barr, Terri Feldman
Format: Article
Language:English
Subjects:
Business studies
Consumer behavior
Consumer behaviour
Consumer preferences
Consumption
Customer satisfaction
Emotions
Location analysis
Quantitative analysis
Retail croding
Retail trade
Retailing industry
Satisfaction
Shopping
Shopping satisfaction
Shopping values
Studies
U.S.A
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Summary:Two studies were conducted to examine whether shopping values are affected by perceived retail crowding, and whether shopping values mediate the relationship between perceived retail crowding and shopping satisfaction. Results of the first study show that perceived retail crowding affects shopping values, albeit not very strongly. However, the effects appear to be moderated by factors such as personal tolerance for crowding, time spent shopping, shopping intention, and whether a purchase was made. Study 2 indicates that the impact of perceived crowding on shopping value is mediated by emotions experienced by the shopper. The emotions and shopping value reactions, in turn, mediate the effect of spatial crowding on shopping satisfaction. Interestingly, the results show that when these mediating variables are accounted for, human crowding positively affects shopping satisfaction. These findings provide support for the inverted U explanation in the general crowding literature, and suggest new avenues of future research in the context of retail crowding.
ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2004.01.005