Dibs! Customer Territorial Behaviors

Griffiths, Merlyn A.; Gilly, Mary C.

doi:10.1177/1094670511430530

Cited by 60 publications

(67 citation statements)

References 62 publications

(76 reference statements)

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“…This study made use of a laboratory-like setting with a single treatment, where a single group of test units was exposed to the treatment, and then the measurements were taken (Malhotra, 2007). The usage of photographs of environments is gaining popularity in servicescape studies (e.g., Booms and Bitner, 1982;Godey et al, 2009;Griffiths and Gilly, 2012), and studies have shown that color photographs will accurately reflect on-site responses (Stamps, 2004), thereby attesting to the ecological validity of this approach. Thus, photographs were used as the treatment.…”

Section: Methodical Approachmentioning

confidence: 99%

Visual service scape aesthetics and consumer response: a holistic model

Kumar

Purani

Sahadev

2017

JSM

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Purpose This paper aims to introduce subjective dimensions of appraising visual servicescape aesthetics and to empirically test their influence on the consumer’s affective responses and preference, thus providing a holistic model to evaluate visual servicescape aesthetics from consumer’s viewpoint. It also tests the moderating role of service contexts in the modelled relationships. Design/methodology/approach Data was collected from 350 respondents using a laboratory-like experimental design, with one-shot treatment using photographic surrogates of services capes in four different service contexts. Findings Results indicate the visual servicescape aesthetics dimensions significantly and positively influence consumers’ affective states of arousal and pleasure. Also, service context moderates the relationship between servicescape aesthetics and affective responses. Research limitations/implications As the subjective dimensions of visual servicescape aesthetics are borrowed from environmental psychology and introduced in marketing literature, it is likely to trigger a stream of research in service marketing domain. Practical implications Findings provide marketing practitioners insights into servicescape design, evaluation and selection decisions to improve return on such investments. Originality/value The study contributes to theory by introducing more appropriate holistic servicescape aesthetics variables borrowed from environment psychology and empirically establishing relationships between them, consumers’ affective responses and preference to the servicescape.

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Section: Methodical Approachmentioning

confidence: 99%

Visual service scape aesthetics and consumer response: a holistic model

Kumar

Purani

Sahadev

2017

JSM

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“…A consumer with strong attachment to and psychological ownership for Mercedes cars, for instance, might be reluctant to book a car from a car-sharing platform if only Fords are available. Consumers who feel psychological ownership for a “third place”––a social space other than at home or work, such as a seat in a café, bar, or park––may be more likely to visit it but will linger in that space (Griffiths and McGilly 2012). Firms may wish to keep psychological ownership low for access-based and experiential goods so that consumers are more receptive to a variety of goods and brands, or turn over quickly.…”

Section: Trend 3: Expansion Of Personal Datamentioning

confidence: 99%

Evolution of Consumption: A Psychological Ownership Framework

Morewedge¹,

Monga²,

Palmatier³

et al. 2020

Journal of Marketing

187

142

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Technological innovations are creating new products, services, and markets that satisfy enduring consumer needs. These technological innovations create value for consumers and firms in many ways, but they also disrupt psychological ownership––the feeling that a thing is “MINE.” The authors describe two key dimensions of this technology-driven evolution of consumption pertaining to psychological ownership: (1) replacing legal ownership of private goods with legal access rights to goods and services owned and used by others and (2) replacing “solid” material goods with “liquid” experiential goods. They propose that these consumption changes can have three effects on psychological ownership: they can threaten it, cause it to transfer to other targets, and create new opportunities to preserve it. These changes and their effects are organized in a framework and examined across three macro trends in marketing: (1) growth of the sharing economy, (2) digitization of goods and services, and (3) expansion of personal data. This psychological ownership framework generates future research opportunities and actionable marketing strategies for firms aiming to preserve the positive consequences of psychological ownership and navigate cases for which it is a liability.

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“…Findings from studies investigating dysfunctional behaviors by service customers (e.g., Harris and Reynolds 2004; Reynolds and Harris 2009) suggest potential negative consequences of customer copresence. Likewise, physical proximity among customers can adversely influence their perceptions (Grewal et al 2003; Xu, Shen, and Wyer 2011; Zhou and Soman 2003) and lead to territorial behaviors (Griffiths and Gilly 2012).…”

Section: Literature On Customer Copresence: a Fragmented Picturementioning

confidence: 99%

When Service Customers Do Not Consume in Isolation

Colm

Ordanini

Parasuraman

2017

Journal of Service Research

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In many service contexts, customers share the service setting with other customers. However, knowledge about the influences of fellow customers’ copresence remains largely fragmented. We address this deficiency by introducing the integrative concept of customer copresence influence modes (CCIMs) and investigate its potential consequences for service perceptions and evaluations. Following a grounded theory approach and drawing on in-depth, qualitative interviews with both managers and customers of a leading service company, we develop a typology of CCIMs, categorizing the various ways— interactions (reactive/proactive and social/instrumental), observations (information-seeking/comparative), and spillovers (spatial/behavioral)—in which fellow customers might influence the focal customer. Building on this typology, we propose a conceptual framework with a set of testable propositions about consequences of CCIMs for the focal customer’s service experience and the service provider’s image. The CCIM typology and propositional inventory, in addition to offering directions for further research, emphasize the need for service managers to pay special attention to customer copresence because (1) its influence on service experience is contingent on a variety of factors, including some within the managers’ control, and (2) customers might assign responsibility to the service provider for both desirable and detrimental effects of customer copresence.

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Dibs! Customer Territorial Behaviors

Cited by 60 publications

References 62 publications

Visual service scape aesthetics and consumer response: a holistic model

Visual service scape aesthetics and consumer response: a holistic model

Evolution of Consumption: A Psychological Ownership Framework

When Service Customers Do Not Consume in Isolation

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