Customer delight in a retail context: investigating delightful and terrible shopping experiences

Arnold, Mark J.; Reynolds, Kristy E.; Ponder, Nicole; Lueg, Jason E.

doi:10.1016/j.jbusres.2004.01.006

Cited by 331 publications

(321 citation statements)

References 53 publications

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“…The rationale behind this policy is not only reassuring the buyers' a priori confidence in the product's quality (a cheap good warranty is a clear signal of good quality), but also restoring the buyer's approval of the product if she happens to receive a defective item, and prevent her from switching to another brand. It is worth noting, however, that there are some markets where even satisfied customers switch between brands very frequently, as discussed by Arnold et al (2005) and by Chiu et al (2005).…”

Section: Discussionmentioning

confidence: 99%

The impact of quality uncertainty without asymmetric information on market efficiency

Izquierdo

2007

Journal of Business Research

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The market effects of quality variability and uncertainty have classically been studied in the particular context of asymmetric information, focusing on the sellers' expected behavior and the phenomenon of adverse selection. Looking instead at the consumers' expected behavior, this paper uses an agent-based model to illustrate how quality uncertainty by itself can lead to market failure, even in the absence of asymmetric information. Assuming that buyers estimate the quality of the product they buy on the basis of their experience from previous purchases, and considering quality estimation rules which are individually sensible and unbiased, this paper shows that market interaction with quality uncertainty generally produces underestimation of product quality as well as systematic drops in prices and losses of market efficiency. This study also shows that the spread of information through social networks can greatly mitigate this market failure.

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Section: Discussionmentioning

confidence: 99%

The impact of quality uncertainty without asymmetric information on market efficiency

Izquierdo

2007

Journal of Business Research

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“…Tüketici ve pazarlama araştırmaları, tüketicilerin ürün ararken, alışveriş yaparken, hizmet aldıkları esnada, tükettikleri zamana dair deneyimlerin yaşandığını göstermiştir (Arnold, Reynolds, Ponder ve Lueg, 2005;Brakus, Schmitt, and Zhang 2008). Yaşanan bu marka deneyimleri güç ve yoğunluk bakımından farklılık göstermektedir; diğer bir deyişle, bazı marka deneyimleri daha güçlü veya daha yoğun gerçekleşmektedir (Brakus, Schmitt ve Zarantonello, 2009).…”

Section: Teorik Altyapı Ve Hipotez Geliştirmeunclassified

Duygusal Marka Deneyimi, Marka Ayırt Ediciliği, Marka Çekiciliği ve Marka Savunuculuğu Arasındaki İlişkiler - The Relationship Between The Affective Brand Experience, Brand Distinctiveness, Brand Attractiveness and The Brand Advocacy

Aksoy¹

2017

isarder

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Özet 21. yy'da popüleritesi son derece yüksek olan ve adeta yeni kategoriler oluşturan i-pod, i-phone, i-pad, Nintendo Wii ya da Pokemon Go gibi birçok marka yalnızca ürün kategorisindeki fonksiyonel fayda ile satın alma karar sürecini açıklamakta yetersiz kalmaktadır. Bu gibi markaların adeta birer savunucusu ve takipçisi olan tüketiciler, bu markalarla yalnızca rasyonel satın alma kararı verme üzerine düşünme eylemi içinde değildirler. Yaratıcı ve inovatif olan bu markalar tüketicilerinin duyularına, duygularına, düşünsel yapılarına, ilgilerine değer katacak faaliyetler uygulamaktadırlar. Özellikle duygusal marka deneyimine sahip olan tüketiciler, markaları daha çekici ve daha ayırtedici olarak tanımlamaktadırlar. Bu bağlamda bu çalışma, duygusal marka deneyimi, marka çekiciliği ve ayırtediciliği ile marka savunuculuğu arasındaki ilişkileri teknoloji markalarının kullanıcıları üzerinde araştırmakta ve marka savunuculuğu üzerinde etkili olan değişkenleri analiz etmeyi hedeflemektedir. Anahtar Kelimeler: Duygusal marka deneyimi, marka ayırtediciliği, marka çekiciliği, marka savunuculuğu. Abstract Many brands such as i-pod, i-phone, i-pad, Nintendo

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“…An over-ambitious sales assistant can create an unsatisfactory experience for the consumer (Arnold et al, 2005). The same is true for an assistant who 'oversells', by offering unsolicited advice (Schmidt, 2007).…”

Section: Consumers' Perceptions Of the Clothing Sales Assistantmentioning

confidence: 99%

“…However, respondents' in the present study focused on the negative emotions, something that should be of concern to the South African clothing retail industry. Results in a study by Jones (1999) indicate that the respondents had a more enjoyable shopping experience without the presence of an overbearing sales assistant, while sales assistants that are too 'pushy' can create an unpleasant shopping experience for consumers (Arnold et al, 2005). The emotions that consumers experience during shopping have a definite influence on the consumer's purchasing decision (Sharma & Levy, 2003).…”

Section: Respondents' Emotions That Are Evoked By the Clothing Sales mentioning

confidence: 99%

“…Many studies focus on sales assistants in general retail (Sharma & Stafford, 2000;Arnold et al, 2005), without specifically mentioning the role of the clothing sales assistant. De Klerk et al (1998) studied the appearance of the clothing sales assistant as an influence on the decision-making process of female consumers in South Africa, but the service provided by the assistant was not investigated.…”

Section: Introductionmentioning

confidence: 99%

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The influence of the clothing sales assistant on the female consumer’s purchasing decision: an exploratory investigation

Merwe¹,

Jacobs²,

Stoltz³

2009

jfecs

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OpsommingDie doelwitte van hierdie studie was om vroulike verbruikers se persepsies en emosies aangaande die klere-verkoopsassistent in die klerekleinhandel te bepaal. Die invloed van die bystand en diensverskaffing van die klere-verkoopsassistent op die verbruiker se aankoopbesluit is ook bepaal. ŉ Kwalitatiewe navorsingsstrategie is gevolg. Semi-gestruktureerde onderhoude is gebruik vir data-insameling om onderhoude met respondente in ŉ bekende Suid-Afrikaanse klerekettingwinkel te voer. Die meerderheid van die respondente het dieselfde verwagtinge gehad, wat eienskappe ingesluit het waarna die verkoopsassistent behoort te streef en te vermy. Die respondente se verwagtinge van die kenmerke van die verkoopsassistent, asook hulle positiewe of negatiewe ingesteldheid teenoor die klere-verkoopsassistent, het hulle persepsies beïn-vloed. Hulle aankoopbesluit is negatief beïnvloed deur ŉ verskeidenheid emosies wat uitgelok is deur die klere-verkoopsassistent. Die verskillende tipes aankoopbesluite wat voortvloei uit die diensverskaffing en bystand van die klere-verkoopsassistent sal die kleinhandelaar se verkope laat toeneem, afneem, of geensins beïnvloed nie. Die resultate van hierdie studie is van belang vir die klerekleinhandel, omdat verbruikers se aankoopgedrag die wins van klerewinkels sal beïnvloed.

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Customer delight in a retail context: investigating delightful and terrible shopping experiences

Cited by 331 publications

References 53 publications

The impact of quality uncertainty without asymmetric information on market efficiency

The impact of quality uncertainty without asymmetric information on market efficiency

Duygusal Marka Deneyimi, Marka Ayırt Ediciliği, Marka Çekiciliği ve Marka Savunuculuğu Arasındaki İlişkiler - The Relationship Between The Affective Brand Experience, Brand Distinctiveness, Brand Attractiveness and The Brand Advocacy

The influence of the clothing sales assistant on the female consumer’s purchasing decision: an exploratory investigation

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