Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping
Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ sati...
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| Format: | Article |
| Language: | English |
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MDPI AG
2021-01-01
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| Series: | Administrative Sciences |
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| Online Access: | https://www.mdpi.com/2076-3387/11/1/6 |
| _version_ | 1797411977976348672 |
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| author | Cristina Calvo-Porral Jean-Pierre Lévy-Mangin |
| author_facet | Cristina Calvo-Porral Jean-Pierre Lévy-Mangin |
| author_sort | Cristina Calvo-Porral |
| collection | DOAJ |
| description | Much of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors. |
| first_indexed | 2024-03-09T04:54:21Z |
| format | Article |
| id | doaj.art-ac38efa116f7480187bafbfe5e3927db |
| institution | Directory Open Access Journal |
| issn | 2076-3387 |
| language | English |
| last_indexed | 2024-03-09T04:54:21Z |
| publishDate | 2021-01-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Administrative Sciences |
| spelling | doaj.art-ac38efa116f7480187bafbfe5e3927db2023-12-03T13:07:06ZengMDPI AGAdministrative Sciences2076-33872021-01-01111610.3390/admsci11010006Examining the Influence of Store Environment in Hedonic and Utilitarian ShoppingCristina Calvo-Porral0Jean-Pierre Lévy-Mangin1Business Department, University of A Coruña, 15001 A Coruña, SpainSciences Administratives Department, Université du Québec en Outaouais, Gatineau, QC J8X 3X7, CanadaMuch of the literature on the attractiveness and pleasantness of retail stores has focused on the critical influence of store atmosphere or ambient attributes, which influence customer satisfaction and store choice. However, little is known about the environmental cues that influence customers’ satisfaction in different shopping contexts. In this context, the present research aims to answer the following questions: “Are the store atmospheric variables equally relevant in hedonic and utilitarian shopping?”; and further: “Does the influence of store environment on customer satisfaction vary depending on the type of shopping?”. For this purpose an empirical research is developed through PLS Structural Equation Modeling (PLS-SEM) based on data obtained from hedonic (n = 210) and utilitarian (n = 267) shopping contexts. Results indicate that customers perceive differently store atmospherics in utilitarian and in hedonic shopping. More precisely, findings report that customer satisfaction is driven by internal ambient and merchandise layout in hedonic shopping contexts; while the external ambient and the merchandise layout are major atmospheric cues in utilitarian shopping. Interestingly, store crowding does not influence customers’ satisfaction. This study provides a deeper understanding into the specific store attributes that influence customer satisfaction, which could be used by retailers to differentiate themselves from competitors.https://www.mdpi.com/2076-3387/11/1/6store atmosphereretailutilitarian shoppinghedonic shoppingstore crowding |
| spellingShingle | Cristina Calvo-Porral Jean-Pierre Lévy-Mangin Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping Administrative Sciences store atmosphere retail utilitarian shopping hedonic shopping store crowding |
| title | Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping |
| title_full | Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping |
| title_fullStr | Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping |
| title_full_unstemmed | Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping |
| title_short | Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping |
| title_sort | examining the influence of store environment in hedonic and utilitarian shopping |
| topic | store atmosphere retail utilitarian shopping hedonic shopping store crowding |
| url | https://www.mdpi.com/2076-3387/11/1/6 |
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