Consumer emotions: Determinants and outcomes in a shopping mall

Das, Gopal; Varshneya, Geetika

doi:10.1016/j.jretconser.2017.06.008

Cited by 111 publications

(95 citation statements)

References 59 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The PAD model assumes that people's perceptions regarding an environment, such as stimuli, can affect users' emotions in different ways, which in turn acts on their experiences towards this environment. With the development of e-commerce [26,27], studies have extensively investigated the effect of emotion on consumption behaviors, such as impulsive buying and usage of e-commerce websites [28]. For example, Zheng et al (2019) [29] investigated the mediating effect of customer emotion on the relationship between situational factors and impulse buying behavior in a retailing context.…”

Section: Theory Of Pleasure-arousal-dominance (Pad)mentioning

confidence: 99%

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Wang

Zhao

2020

Sustainability

View full text Add to dashboard Cite

There is a great deal of interest concerning how e-commerce in China can be developed in sustainable ways. Answering this question requires not only the strategic management at the aggregate level, but also developing a micro framework that can effectively understand the cognitive-behavioral pathway of consumers in various online contexts. This paper focuses on the “Double Eleven” Global Online Shopping Carnival (GOSC) in China and attempts to investigate the determinants of consumers’ behaviors of shopping platform usage. The distinguishing feature of this study is that we define GOSC as a unique scenario compared to normal online shopping context, where consumers’ emotional state towards such an event plays a larger role in determining behaviors. Based on Cognitive Emotion Theory (CET), the main findings of this paper suggest that (1) consumers’ behaviors of online platform usage can be affected by both cognitions related factors, including price value, gamification and personalized services, and by emotional state such as having arousal and being pleasured; (2) cognition has an effect on emotional state, such as the positive effect of price value on arousal and pleasure or gamification on arousal. Our study, therefore, has highlighted a number of key points to the sustainable development of GOSC. Limitations and further research directions are also discussed.

show abstract

Section: Theory Of Pleasure-arousal-dominance (Pad)mentioning

confidence: 99%

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Wang

Zhao

2020

Sustainability

View full text Add to dashboard Cite

show abstract

“…Especially for mall management. Das and Varshneya [8] suggested to point out mall atmospherics to capture consumers' excitement and value perceptions. There are several research and innovation on technology advancement [9][10] [11] for mall industry that developed Bluetooth beacon technology and GPS-based to map for products at mall.…”

Section: Introductionmentioning

confidence: 99%

Exploring Design Needs of Wifi-Marketing as Promotional Strategy for Mall Industry

Muna

Fatmasari

Murti

2018

Proceedings of the 4th Bandung Creative Movement International Conference on Creative Industries 2017 (4th BCM 2017)

View full text Add to dashboard Cite

Jakarta is one of mall paradise in Indonesia. The emergent of middle class economy has shifted consumer behavior in visiting Mall. Nowadays, people visit mall for various reasons such as hangout with friends, meeting with client, window shopping and many more. Moreover, Wifi Marketing is new trend in marketing innovation. It is one of competitive advantage in attracting more visitors. However, More visitors don't guarantee the increase sales of tenants in Mall. Promotions are needed to help tenants in reaching out mall visitors through wifi-marketing. The purpose of this research is to explore the design needs of Wifi-marketing as cutting edge technology to maximize promotional strategy for Mall business. This is qualitative research in which data is collected through observation and in-depth interview with 8 informants (3 tenants and 5 visitors of shopping mall). The findings showed positive technological readiness towards wifi-marketing which can be interpreted from their optimism, innovativeness, discomfort and insecurity. Optimism and innovativeness become the drivers of wifi-marketing since it showed users' likelihood to adopt wifi for promotional purpose. However, discomfort and insecurity become the constraints for wifi-marketing in terms of privacy issue. Using design ethnography, the design of wifi-marketing welcome page should meet with visitors's needs such as information about mall directory, promotions and special offerings, new tenants information, restaurant recommendation, and customer service support.

show abstract

“…In addition, Ryu et al (2012) argued that the physical environment in relation to matters such as lighting, decor, design, and employees' appearance can have a significant effect on customer satisfaction. In general, the literature offers vast evidence showing that pleasing aesthetics in relation to mall layout, interior, color, lighting, noise, temperature, and architectural design have a positive impact on the emotions of shoppers and their cognitive evaluation of malls as a viable retail platform, thus driving their satisfaction (Das & Varshneya, 2017;Idoko, Ukenna, & Obeta, 2019). Thus, we present Hypothesis 1: H1: Pleasing food court ambience (cleanliness, decor, lighting, noise, etc.…”

Section: Hypothesis Development Related To Food Court Attributesmentioning

confidence: 94%

Factors Driving Customer Satisfaction at Shopping Mall Food Courts

Mahin¹,

Adeinat²

2020

IBR

View full text Add to dashboard Cite

In the service industry, when providers generate a high level of customer satisfaction, they can gain and maintain a major competitive advantage in the marketplace. This competitive advantage can, in turn, lead directly to high profitability and growth. In the present competitive consumer landscape, world, shopping malls must deliver high-quality service to customers given that as a service ecosystem the mall must optimize its own resources and the resources of others to improve both its own circumstances and those of others. Against this general background, in this study, we assess the quality attributes of a food court located in a shopping mall by identifying factors related to the shopping mall-ambience, food variety, convenience, the tenants in the food court, food quality, food price, and restaurant staff. A descriptive analysis and a multivariate analysis, including structural equation modeling, are performed using IBM SPSS and AMOS statistical software. The results of the factor analysis indicate that food quality, followed by convenience and food variety, is the most important factor driving customer satisfaction. The results highlight the importance of networks between different stakeholders in such an ecosystem and provide developers and service providers with information in regard to the attributes most implicated in predicting customer satisfaction in a food court. On this basis, customers are viewed not only as evaluators but also as partners in producing service.

show abstract

Consumer emotions: Determinants and outcomes in a shopping mall

Cited by 111 publications

References 59 publications

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

Exploring Design Needs of Wifi-Marketing as Promotional Strategy for Mall Industry

Factors Driving Customer Satisfaction at Shopping Mall Food Courts

Contact Info

Product

Resources

About