Shoppers’ neural responses to the mere social presence of others: insights from an enclosed mall

Rosenbaum, Mark S.; Ramírez, Germán Contreras; El‐Manstrly, Dahlia; Sit, Jason

doi:10.1080/09593969.2021.1901764

Cited by 5 publications

(3 citation statements)

References 68 publications

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“…Finally, the confirmation of the hypotheses on the stronger impacts of the annoying socialscape on feelings of irritation and reduced mall-visit frequency and the finding that the crowding environmental irritant is associated with high-activation unpleasant emotions add to the wide stream of the literature reporting negative effects of crowding on shoppers’ responses. Perceived crowding increases shoppers’ stress and decreases their excitement (Rosenbaum et al , 2021); reduces length of stay (Michon et al , 2005), purchase intentions (Kim and Runyan, 2011) and purchases (Dion, 2004); and increases avoidance behavior (Kim and Runyan, 2011). Our study confirms that crowding is a salient and overwhelming environmental irritant for mall shoppers with disability, probably due to sensory overload.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…Finally, empirical findings on social factors suggest that this category has high irritating potential. For instance, an evaluation of the neural responses of mall shoppers revealed that the mere presence of other shoppers in an enclosed mall increases stress and decreases excitement (Rosenbaum et al, 2021). Studies comparing the irritating impacts of the three categories have found that social factors are the most irritating (i.e.…”

Section: Differences In Perceived Environmental Irritation Between Th...mentioning

confidence: 99%

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Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

Vilnai-Yavetz,

Gilboa,

Mitchell

2024

JSM

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Purpose This study aims to identify the irritating aspects in the mall environment that impact shoppers with disability and explore the opportunities to design inclusive mall environments. Design/methodology/approach A mixed-methods design was used in which data collected using a survey (n = 1,434 shoppers with and without disability) were analyzed by structural equation modeling (SEM) and repeated-measures two-way ANOVA. In addition, qualitative data were obtained from critical incident technique (CIT) stories (n = 521) from shoppers with and without disability. Findings Mall environmental irritants evoke feelings of irritation that mediate the impacts of “inconvenient ambient conditions,” “the annoying socialscape” and “overwhelming design and atmospherics” on decreased mall-visit frequency. Compared with shoppers without disability, shoppers with disability suffer more from these irritating aspects of the mall environment, as evidenced by significantly greater high-activation unpleasant emotions. The “poor access and accessibility” category of irritants mainly affects the mall experiences of shoppers with disability. Practical implications Based on the findings, this study offers spatial-, temporal-, social-, material- and virtual-oriented recommendations for the design of inclusive retail spaces. The authors suggest that people with disability have a unique “lived experience” perspective on retail environments and that solutions should be co-created based on ongoing consultations with shoppers and employees with disability. Originality/value To the best of the authors’ knowledge, this study offers the first systematic, comprehensive comparison of the impact of environmental irritants on shoppers with and without disability and extends the literature on irritating aspects of retail environments from individual stores to malls.

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Section: Theoretical Implicationsmentioning

confidence: 99%

Section: Differences In Perceived Environmental Irritation Between Th...mentioning

confidence: 99%

Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

Vilnai-Yavetz,

Gilboa,

Mitchell

2024

JSM

View full text Add to dashboard Cite

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“…Might employee training for CCI management conflict with service firms’ policies regarding discrimination and the treatment of vulnerable customers (Walsh, 2009)? In light of customers’ social anxiety or reluctance to be in close proximity with other customers (Rosenbaum et al , 2021), research also should examine the role of frontline employees in reassuring customers who dread CCI.…”

Section: Research Agendamentioning

confidence: 99%

Managing customer-to-customer interactions: revisiting older models for a fresh perspective

Furrer,

Landry,

Baillod

2023

JSM

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Purpose This study aims to develop a comprehensive, theoretically grounded framework of customer-to-customer interaction (CCI) management, by revisiting three older services marketing models: the servuction model, the services marketing triangle and the services marketing pyramid. Design/methodology/approach Noting the lack of theoretical frameworks of CCI management, this study adopts a problematization approach to identify foundational services marketing models, question their underlying assumptions, develop an alternative conceptual framework and evaluate its adequacy for CCI management, on the basis of a systematic literature review and content analyses. Findings By revisiting the assumptions underlying three relevant models in the light of the present-day, technology-infused service environment, this study proposes a four-triangle CCI management framework encompassing four specific modes of CCI management: managerial decisions by the firm; frontline employees; the design of the physical environment; and technology. Furthermore, this study emphasizes the triadic relationships involving the focal customer, other customers and the four modes of CCI management. Building on these findings, this study concludes with an extensive research agenda. Originality/value To the best of the authors’ knowledge, this study represents the first scholarly effort in services marketing literature to provide a comprehensive, theoretically grounded framework of CCI management. With its basis in foundational models, the new framework is well-suited to address future challenges to service marketplaces too.

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Sensory marketing: the mediating role of hedonic emotions between multisensory experiences and mall patronage intention

Pal,

Srivastava,

Gupta

2024

APJML

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PurposeProviding positive and memorable shopping experiences has become essential for retailers. As the retail industry strives to create multisensory experiences for consumers, it is equally important to understand the emotions and pleasure such experiences evoke. The current study aims to investigate how multisensory experiences induce hedonic emotions in retail shoppers. It explores the mediating role of hedonic emotions in between multisensory experiences and shopping mall patronage intention.Design/methodology/approachThe study is descriptive; the data was collected using the mall intercept survey method. A total of 380 shoppers participated in and responded to the survey administered at the mall. The collected responses are analyzed using partial least squares structural equation modeling.FindingsOur findings support the idea that hedonic emotions play a significant role in the retail environment by influencing retail patronage intentions. Also, the multisensory experiences have a positive effect on patronage intention as well as the hedonic emotions of shoppers.Research limitations/implicationsThe present study provides theoretical and managerial implications for academicians and retail marketing.Originality/valueThe present research contributes to the existing literature by introducing the concept of multisensory experiences in the retail context and its impact on hedonic emotions and adding to the concept of inference theory.

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Shoppers’ neural responses to the mere social presence of others: insights from an enclosed mall

Cited by 5 publications

References 68 publications

Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

Managing customer-to-customer interactions: revisiting older models for a fresh perspective

Sensory marketing: the mediating role of hedonic emotions between multisensory experiences and mall patronage intention

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