An Analysis of Consumer Interaction Styles in the Marketplace

Richins, Marsha L.

doi:10.1086/208946

Cited by 198 publications

(183 citation statements)

References 22 publications

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“…This means that the consumer purchases goods in a deliberant and efficient manner (Hirschman & Holbrook, 1982;Engel et al, 1993). Therefore, utilitarian purchasing behavior is more logical, rational, related to transactions (Sherry, 1990;Batra & Ahtola, 1990), and associated with more information gathering compared to hedonic purchasing behavior (Bloch & Richins, 1983). Although this utilitarian approach to consumer shopping values is helpful for analyzing consumer purchases, it offers no framework for measuring product selection and analyzing consumption behavior based on emotional needs (Hirschman & Holbrook, 1982).…”

Section: Shopping Values: Utilitarian and Hedonic Valuesmentioning

confidence: 99%

The Effects of Variety-seeking Buying Tendency and Price Sensitivity on Utilitarian and Hedonic Value in Apparel Shopping Satisfaction

Irani¹,

Hanzaee²

2011

IJMS

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This study investigates the effects of Iranian consumers' variety-seeking buying tendency and price sensitivity on utilitarian and hedonic value as influencing factors on shopping experience for Manto and Shirt shoppers in the Iranian market. The main constructs were identified from the literature and then tested relationships between them. A questionnaire developed and successfully administered to a national sample of 1466 women and men in four big cities of Iran through face-to-face interviews. Results are analyzed by Structural Equation Modeling (SEM) and parameters were estimated using maximum likelihood method. Based on this study variety-seeking buying tendency was critical factor of shopping values for Manto and Shirt shoppers. On the contrary, there was a negative relationship between price sensitivity and hedonic value. However, there were no positive relationship between price sensitivity and utilitarian value. Moreover, the result of this study revealed that utilitarian and hedonic value positively influenced shopping satisfaction.

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Section: Shopping Values: Utilitarian and Hedonic Valuesmentioning

confidence: 99%

The Effects of Variety-seeking Buying Tendency and Price Sensitivity on Utilitarian and Hedonic Value in Apparel Shopping Satisfaction

Irani¹,

Hanzaee²

2011

IJMS

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“…Reynolds &Harris (2009) on the basis of literature studies that summed three constructs included dissatisfaction with the services and Dysfunctional Customer Behavior; through the empirical research shows that customers more dissatisfied with the service, the more severe Dysfunctional Customer Behavior [32]. Richins (1983) also pointed out that when customer dissatisfaction with service staff that will produce unpleasant emotional reaction, serious misconduct will be implemented, such as the type of abuse [33].…”

Section: Customer's Perception Of Situational Play a Great Impact Onmentioning

confidence: 99%

Internal Audit and Review of the Negative Customer Behavior

Jing¹

2015

JSSM

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Negative customer behavior is a relatively new research field of marketing and management studies, and it is also a new perspective of service management in recent years. But diverse appellation and definition hinder its further development. This paper cardings and summarizes the research findings about many negative customer behaviors both in China and abroad. On the basis of clarifying the term evolution, we analyzed the cause of negative customer behavior from customer characteristics, marketing agency and consumer scenarios, and illustrated the negative effects both on employees' job performance and on other customers. We found that demographic characteristics, personality traits and situational awareness had important effects on negative customer behavior. Negative customer behavior not only brought pressure, emotional exhaustion, service failure, high absenteeism and turnover intention for employees, but also decreased the other customers' repurchase intention and satisfaction by emotional contagion. We made a forecast and expectation of the future research and pointed out that we should make further research according to China's service industry.

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“…al. (1993), Folkes (1984), Singh and Wilkes (1996); statements belonging to the perceived value of complaint by (VAL1, VAL2) Bagozzi (1982), Richins (1980) and Singh (1989Singh ( , 1990; statements belonging to the faith sub-dimension that the complaint will be successful by (LKH1, LKH2, LKH3) Day (1984), Richins (1983), Singh (1990); statements belonging to the complaint intention sub-dimension by (CI1, CI3) Day et. al.…”

Section: Sample and Data Collection Toolmentioning

confidence: 99%

A Structural Equation Model for the Description and Comparison of Complaint Behaviour After Purchasing of Electronic, Food and Textile Products

Örs¹,

Yılmaz²,

Şen³

2015

Pressacademia

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This study was undertaken to investigate the complaint behaviour exhibited by university students due to dissatisfactions they experienced after purchasing electronic, food and textile products by using a proposed Structural Equation Modelling (SEM). For this purpose, measurements are performed onan interval scale by using the 5-point Likert in order to measure the agreement level of 329 university students on attitude and behaviour statements oriented at complaints. There are 7 factors in the research model including alienation related with complaint (ALN) and controllability (CON) as exogenous latent variables; perceived value of complaint (VAL), the "complaint will be successful" faith (LKH), complaint intention (CI), explicit complaint behaviour (ECB) and implicit complaint behaviour (ICB) as endogenous latent variables. In this study, the effect of alienation of students from the company they shop and of their belief in controllability of the company on general complaint attitudes and complaint behaviours are tested with 13 hypotheses for electronic, food and textile products separately, and the obtained results are compared. In relation to the three groups, research findings have shown the same results for certain hypotheses and different results for certain other hypotheses.

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An Analysis of Consumer Interaction Styles in the Marketplace

Cited by 198 publications

References 22 publications

The Effects of Variety-seeking Buying Tendency and Price Sensitivity on Utilitarian and Hedonic Value in Apparel Shopping Satisfaction

The Effects of Variety-seeking Buying Tendency and Price Sensitivity on Utilitarian and Hedonic Value in Apparel Shopping Satisfaction

Internal Audit and Review of the Negative Customer Behavior

A Structural Equation Model for the Description and Comparison of Complaint Behaviour After Purchasing of Electronic, Food and Textile Products

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