Atmospheric harmony in the retail environment: Its influence on store satisfaction and re‐patronage intention

To trigger positive consumer responses, retailers spend large sums of money on arousing and entertaining store environment designs that do not always produce the desired positive consumer reactions. The current research provides a theoretical framework that offers an alternate explanation for shopper preferences regarding retail environments. Drawing on consumers' need for an environment that promotes understanding, this study indicates the importance of communicating a coherent store environment to effect store satisfaction and re‐patronage intention. Harmonious store environments facilitate understanding and comprehension; they enhance information processing and pleasure judgment. One laboratory experiment and one field experiment tested the proposed research framework. Insights from evolutionary and aesthetic psychology, consumer behavior research, and the Asian practice of Feng Shui all guided the manipulation of music and aesthetic design variables to create atmospheric harmony. The findings of both studies suggest that harmonious store environments increase pleasure and positively impact shopping satisfaction and re‐patronage intent, as mediated by shopping value. These findings offer a new perspective for creating pleasant store environments. Theoretical and practical implications are discussed. Copyright © 2016 John Wiley & Sons, Ltd.     

How do shoppers behave online? An observational study of online grocery shopping

The pace of online shopping revenue growth means it is important for retailers and manufacturers to understand how consumers behave online compared with their behaviour in brick and mortar stores. We conducted a study in which the detailed behaviour of 40 shoppers was screen recorded while they each undertook an online shopping ‘trip’. The shopping trip comprised purchasing a basket of 12 commonly bought grocery categories at one of two major retailers. The shoppers were all inexperienced in online grocery shopping. Results show that online grocery shopping is fast, even for these consumers who were new to it – half of the online shoppers spent less than 10 seconds purchasing from a category. This result is very similar to that of past studies in physical stores. Indeed, half of all the 12 item‐shopping trips took less than 10 minutes. Also, most purchases were made from the first category page displayed in the retailer's online store. Shoppers also consistently used the default display options chosen by the retailers but used a combination of navigational tools to find their products. We conclude that online shoppers do not behave differently from those offline in terms of time spent or effort expended. Online shopping, in the grocery context at least, seems to primarily reflect a desire for time efficiency on the part of the shopper. In that regard, online shopping seems very similar to in‐store shopping. The study begins the job of documenting shopper behaviour into this new channel and provides practical knowledge for retailers and manufacturers. Copyright © 2015 John Wiley & Sons, Ltd.     

The moderating influence of socio‐demographic factors on the relationship between consumer psychographics and the attitude towards private label brands

This study examines the moderating influence of socio‐demographic variables (gender, age, education, income and family size) on the relationship between psychographic measures (general deal proneness, price‐related deal proneness, end‐of‐aisle display proneness, impulsiveness, smart‐shopper self‐perceptions and brand loyalty) and consumers' attitude towards private label brands. The proposed hypotheses are tested by collecting data at three different British supermarkets and assessed using structural equation modelling. The study reveals findings contrary to the prevailing views about consumer psychographics and socio‐demographics, including the following: (i) the significance of deal proneness among high‐income consumers; (ii) the end‐of‐aisle display proneness among older, high‐income and highly educated consumers; and (c) the relationship between impulsiveness and brand attitude among low‐income and less‐educated consumers. The study also provides multiple insights relating to psycho‐demographic targeting and display strategies. Copyright © 2013 John Wiley & Sons, Ltd.     

Spanish consumers' perceptions of US apparel speciality retailers' products and services

Apparel speciality retailers' success in international markets is contingent upon their knowledge of culturally‐defined values, norms and behaviour that influence consumer decision making and impact acceptance of products and services. An integrated theoretical framework of retail internationalisation guided this investigation of the viability of the Spanish market for US retailers. This study examined consumers' store patronage and apparel purchase behaviour, acceptance of US apparel brands, perceptions of retailers' products and services, and perceptions of the impact of foreign retailers on local communities. Data were collected from 375 consumers in Barcelona, Madrid and Valencia. The influence of retailer characteristics on consumers' store patronage varied by age and income. Product characteristics that influenced apparel purchases varied by gender, income and age, while acceptance of US brands differed by gender and age. The perceptions of Spanish, European and US retailers differed regarding quality, fashionability, product assortment, extent and quality of customer service, convenience of location, payment options, national brands and store layout. Consumers' acceptance of US apparel brands was a function of age, household income, apparel product country of manufacture and price. Perceptions of US retailers were a function of household income, selected apparel characteristics and consumer acceptance of US apparel brands. Differences among perceptions of the impact of retail development were found by city. The findings provide insights into the opportunities and challenges for US apparel speciality retailers as they contemplate entry into the Spanish market. The affinity for US apparel among young Spanish consumers, particularly males, suggests optimism regarding opportunities in this market. Copyright © 2005 John Wiley & Sons, Ltd.     

Human crowding and store messiness: Drivers of retail shopper confusion and behavioral intentions

With today's cut‐throat competition, brick and mortar retailers are engaging in various in‐store elements like ambience, visual design, and social factors to entice consumers. However, these environmental stimuli if not used properly can lead to retail shopper confusion that can negatively influence shopper behavioral intentions. Drawing on the theoretical argument that information overload facilitates retail shopper confusion, two experimental studies are conducted. The findings of both studies suggest a main effect of human crowding and store messiness for each dimension of retail shopper confusion—irritation, inefficiency, and helplessness. Mediating role of retail shopper confusion between human crowding, store messiness, and shopping behavioral intentions is also examined. Interactive impact of human crowding and store messiness suggests store messiness to be more problematic. The moderating role of shopping motivations (task vs. recreational) is also examined that suggests the negative effect of retail shopper confusion for consumers pursuing recreational shopping motivations. These findings across the two studies offer a new perspective that recommend the importance of organized retail store environments. Theoretical and practical implications are discussed.     

Motivation and cognitive structures of store versus manufacturer brand consumers

The present paper offers empirical evidence about the impact of the type and characteristics of the brand category (i.e. perceived purchasing risk and involvement) as drivers of store brand choice. The means‐end chains analysis methodology was applied on a sociodemographically homogeneous consumer sample, assigned through a 2 × 2 in‐between subjects design into four subgroups of regular (orange juice or toothpaste) store or manufacturer brand buyers, respectively. The introduction of a store brand fueled motivations and cognitive structures that were predominantly shaped by the specific brand type and its expected perceived benefits (i.e. good quality/price ratios); on the contrary, manufacturer brands allowed room for typical, category‐related motives and cognitive hierarchies to dominate. Moreover, in the case of store brand buyers across categories (orange juice versus toothpaste), different perceived risk and consumer involvement had a clear impact on the structure of overall cognitive map and on the sophistication of its most dominant cognitive area. In situations of high perceived risk and involvement, the cognitive structures of store brand buyers tend to resemble that of manufacturer brand buyers. Results add to the ongoing stream of research on store brand buyer behaviour by offering proof of the impact of consumer perceived risk and category involvement on the choice between manufacturer and store brands. Copyright © 2015 John Wiley & Sons, Ltd.     

Impact of retailer image on private brand attitude: Halo effect and summary construct

The purpose of this article is to examine the influence of retailer image on consumers' attitude towards private brand. More specifically, we evaluate two alternative perspectives of retailer image—the halo effect and the summary construct—and include a moderator variable, consumer familiarity with a retailer's private label products, to discern which of the two models has better explanatory power. The findings indicate that there are moderating effects of consumer familiarity with a retailer's private brands and product categories in determining the efficacy of each model. In private brand foods, high familiarity is related to the summary construct model, and low familiarity is associated with the halo effect model. In private brand clothing, however, low familiarity is related to the halo effect model, but high familiarity is associated with both the halo effect and the summary construct model. Managerial and future research implications are also provided.     

Price‐Matching Guarantees and Consumer Evaluations of Price Information

In 3 experiments, we show that price‐matching guarantees affect the process through which consumers translate price information into subjective judgments. In Experiment 1, we find that price‐matching guarantees appear to change the standard used in price evaluation by raising consumers’ estimates of the lowest and average prices in the market. This leads consumers to perceive products and stores that offer price‐matching guarantees as less expensive. In Experiment 2, we show that evaluations of product price information are affected by the presence of a price‐matching guarantee only when consumers do not know the range of market prices. In Experiment 3, we extend these findings to show that consumer evaluations of the cost of products in a store, inferred on the basis of store characteristics, are also influenced by the presence of a price‐matching guarantee.     

Limiting Underage Alcohol Purchases: An Application of the Consumer Decision Model

The consumer decision-making model is applied to store clerks faced with determining which customers should be carded for the purchase of alcohol. Manipulated decisional time pressure induced either a vigilant (high involvement) or hypervigilant (low involvement) decision state. Clerks (N = 256) rated four combined shopper–product profiles under conditions of high or low time pressure and assessed the likelihood that the shopper would be carded. Results indicated that increased time pressure reduced the likelihood of being required to present identification and that males were least likely to be asked for identification under high time pressure. The managerial implications and utility of the consumer decision model for enhancing compliance with minimum legal drinking age laws are considered.     

Salesperson characteristics affecting consumer complaint responses

The important relationship between consumer complaint behaviour and brand and store loyalty is well established. The range of factors that favourably influence the outcomes of complaining have received relatively less research attention. Therefore, this study tests the effects of two salesperson source characteristics: willingness to listen and product/store knowledge, on consumer complaint‐related perceptions and intentions in a retail setting. Mall shoppers participated in a consumer complaint experiment to test the hypothesised effects. The results indicate that both characteristics affect customer complaint responses, as well as consumer perceptions of the salesperson and the retail store. The findings of the study demonstrate that salesperson characteristics are important influences on positive or negative consumer complaint responses. Copyright © 2001 Henry Stewart Publications.     

Retail brand extension—perceived fit,risks and trust

• This study examines consumer fit perception, risks and trust in retail brand extension in financial services. Respondents (324) living in Sheffield were involved in the consumer survey, conducted on three major British supermarkets. Mean scores were compared between four groups of respondents. Discriminant analysis was used to determine the factor(s) distinguishing the retailers. Retailers A and B were perceived as trusted brands with respect to financial services. Retailer A was perceived as a trusted brand regardless of the product category. Retailer B was seen as a trusted brand when product performance and financial risks were low while Retailer C was perceived unfit and risky by non‐users and the non‐intend‐to‐buy groups. Age, gender and income influenced fit, risks and trust perception. When consumers knew the store or were store loyal, they tended to trust the store brand extension whereas when consumers did not know or were new to the store, fit and risks were perceived. Implications for corporate branding, brand extension decision‐making and implementations are sought.

Copyright © 2008 John Wiley & Sons, Ltd.     

How Brands Acquire Cultural Meaning

This article endeavors to advance research on the cultural resonance of brands by building bridges between branding scholarship in the consumer psychology tradition and interpretive research regarding brands and their meaning makers. We adopt a cognitivist conceptualization of cultural meaning and focus on the application of interpretive insights to well‐established constructs in the consumer psychology of brands: brand associations, product category associations, social identity, and self‐identity. This integrative exercise highlights the value of cultural models in explaining the processes whereby brands acquire meaning, and suggests several themes that are under‐valued when considering this process problem through a psychological lens: the motivational underpinnings of myths and other cultural meaning models, the relative value of shared cultural and brand meanings versus idiosyncratic meanings, the power and primacy of category‐level meaning making over brand‐level meaning making, the complex processes whereby brands gain and lose legitimacy, and the influence of lay theories about brands and branding on how consumers co‐create meaning for brands.     

Crossing Bridges: Assembling Culture into Brands and Brands into Consumers' Global Local Cultural Lives

Fournier and Alvarez (2019—this issue) and Batra (2019—this issue), respectively, offer interpretive and psychological perspectives on how brands acquire cultural meanings. In this commentary, we discuss the opportunities for leveraging these two perspectives, and use an assemblage theory lens to uncover the dynamics of how cultural models articulated through cultural myths, metaphors, ideologies, and cultural objects circulate through the brand assemblage and through the consumer assemblage. We offer a bridge‐crossing approach to research opportunities bringing both a socio‐historical‐cultural approach and psychological approach to understand how cultural meanings are assembled into brands and how consumers assemble brands into their lives.     

Consumers' perceptions of the dimensions of brand personality

Brand personality (human‐like characteristics of a brand) has been a popular topic in the marketing literature for over 50 years. However, there is a lack of consumer‐focused studies investigating what factors shape perceptions of brand personality. To address this gap, the purpose of the current study is to understand how consumers form their perceptions of the different dimensions of brand personality identified in Aaker's scale (sincerity, excitement, competence, sophistication and ruggedness), and what product or brand characteristics influence these perceptions. Sixty‐six interviews were conducted with graduate students, who were asked to discuss which brands reflected the specific dimensions of brand personality in Aaker's scale. As a result, we identify the kinds of brands consumers perceive as typical for each personality dimension, discover their common characteristics and explain the reasons why some brands are strongly associated with a particular dimension and some are not. Our findings indicate that specific brand personality dimensions are associated with particular product categories. However, brands mentioned as strong on respective personality dimensions share commonalities beyond just a product category. For instance, sincere brands share family‐related associations and high morals, exciting brands offer consumers the opportunity to experience exciting feelings and are related to special ‘exciting’ occasions, competent brands are mostly associated with expertise and quality, sophisticated brands are usually of feminine nature, whereas rugged brands are of masculine nature. Moreover, we find that brands which consumers perceive as lacking on a particular personality dimension also share common attributes. Copyright © 2011 John Wiley & Sons, Ltd.     

Choice confidence in the webrooming purchase process: The impact of online positive reviews and the motivation to touch

The webrooming purchase process (i.e. searching for information online and then buying the product offline) is the most extended cross‐channel shopping behaviour. With the aim of offering a better understanding of this behaviour, this research relies on information processing and uncertainty reduction theories to propose that consumers use the online information to make the offline purchase with a higher degree of confidence. We examine the effects of a previous online interaction with a product on the preferences and decision at the physical store, as well as on the outcomes of the experience. In this path to purchase, we analyse how positive online customer reviews, as a specific form of electronic word of mouth, help the consumer to improve their experience, given their great potential to reduce the consumer's uncertainty in a purchase situation. In addition, the role of the motivation to touch the product is examined. The results of two studies show that the combination of an online search and an offline purchase improves the consumers' purchase experience in pre‐choice variables (i.e. purchase intentions), choice and post‐choice variables (i.e. search‐process satisfaction and choice confidence). Moreover, reading a positive online customer review influences choice confidence, and all the variables considered in the research when it is received at the physical store. Finally, the results stress the importance of the motivation to touch when studying multichannel shopping behaviour, given its direct and moderating effects on the webrooming purchase process. Implications for theory and practice are discussed. Copyright © 2016 John Wiley & Sons, Ltd.     

Investigating the relationship between product involvement and consumer decision‐making styles

• Recently, a number of studies have investigated consumer decision‐making styles (CDMS) and their importance to consumer behaviour research. However, research designs suggested to date are mainly replications of a study by Sproles and Kendall ( 1986 ) proposing eight mental characteristics, the so‐called Consumer Styles Inventory (CSI). The CSI has been applied across cultures, but without critically examining its validity and reliability. A major concern is the postulated product independence of CSI. The aim of this study is to further develop this approach, to apply it to different product categories and to investigate the relationship between product involvement and CDMS. In doing so, we conducted a survey in Great Britain and Germany, and analysed the data using exploratory and confirmatory factor analysis. Not only did we demonstrate that there is a relationship between products and CDMS, but also that CDMS are governed by consumers' perceived product involvement. Important implications for marketing practice can be derived.

Copyright © 2006 John Wiley & Sons, Ltd.     

A Review of Consumer Embarrassment as a Public and Private Emotion

Whether the result of mispronouncing a fancy brand name, miscalculating a tip, purchasing a sensitive product, or stumbling into a product display, embarrassment is an important part of the consumer landscape. Embarrassment has traditionally been considered a social emotion, one that can only be experienced in public. In this paper, we offer a comprehensive review of consumer embarrassment and consider situations in which embarrassment can affect consumer behavior in both public and private contexts. We define embarrassment using this broader conceptualization and outline the transgressions that might trigger embarrassment in consumption contexts. We also discuss the diverse implications of embarrassment for consumer behavior, and review the strategies that both consumers and practitioners can use to mitigate embarrassment and its negative consequences. We hope this framework will stimulate new research on consumer embarrassment in both public and private contexts.     

The Use of Cues Depends on Goals: Store Reputation Affects Product Judgments When Social Identity Goals Are Salient

The role that a given cue plays in consumer judgments depends on the motive that is salient for the consumer. We focus on store reputation as a cue whose utilization can depend on salient goals. Research has suggested that store reputation does not influence product judgments when brand and price information are available. In 3 experiments, however, we show that when social identity goals are salient or are perceived as relevant to the product, store reputation (because it conveys image‐relevant information) is used in evaluations of product quality. Specifically, store reputation has an impact on product judgments when either (a) consumers’ social‐image goals are directly heightened or (b) an interdependent self‐construal, characterized by a greater concern with social identity, is salient. The role of product type in moderating these effects is also examined.     

Brand image and brand loyalty: Do they show the same deviations from a common underlying pattern?

The aim of the paper is to investigate whether deviations from the double jeopardy pattern observed in brand buying (panel) data such as niche brands (brands with few users, but high levels of brand loyalty) and change‐of‐pace brands (brands with many users, but low levels of brand loyalty) correspond with deviations from the same pattern in brand image data (i.e. brand image associations gathered through consumer surveys). The analysis of a unique data set in three product categories including brand purchases and brand image associations from the same consumers and for the same brands shows that such deviations in brand buying data and in brand image data seldom correspond. Moreover, deviations from the double jeopardy pattern in brand image data are rare and imply the existence of an underlying impact of a brand's associative rate (i.e. the average number of associations a brand obtains in a brand image consumer survey) on brand loyalty (measured as the frequency of brand buying). These findings provide contribution to buyer behaviour theory and have practical implications for branding strategies. For instance, to obtain any impact on brand loyalty, marketers may need to develop branding strategies aimed at increasing a brand's associative rate, whilst maintaining or enlarging its level of market penetration. Copyright © 2015 John Wiley & Sons, Ltd.     

Societal and individualistic drivers as predictors of organic purchasing revealed through a portrait value questionnaire (PVQ)‐based inventory

• The Schwartz's Portrait Value Questionnaire (PVQ) has extensively been used in personal values research. The present survey validates and tests in a value‐based segmentation task a 17‐item PVQ‐based inventory that includes consumer values related to organic food purchasing, using a nationally representative sample of 1043 Greek consumers. The main assumption of the survey is that consumer segments that place more emphasis on specific organic food‐related values would present different magnitude of beliefs and purchasing behaviour towards organic products. Two 2nd‐order value factors (named ‘individualistic’ and ‘societal’, respectively) emerged from exploratory and confirmatory factor analyses comprising 14 out of the initial 17 PVQ values. In the next phase of the analysis, hierarchical clustering was implemented based on those factors. Through the clusters emerged, a clear relation between consumers' ‘societal’ (universalism and benevolence) value similarity, higher frequency of organic purchasing and higher likelihood of organic‐related beliefs was clearly identified. This fact supports the applicability of the PVQ typology in predicting consumer behaviour in various product contexts.

Copyright © 2008 John Wiley & Sons, Ltd.