Retail crowding: meta-analysis of contextual and cultural moderators

IF 3.6 3区 管理学 Q2 BUSINESS
Fernando de Oliveira Santini, W. Ladeira, D. C. Pinto, M. Herter, A. Mattila, M. G. Perin
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引用次数: 4

Abstract

PurposeAlthough academics and retail managers share a common belief that crowded stores generate more sales, there is a growing concern about the negative impact of retail crowding on customer relationship management (CRM). This research aims to understand the underlying processes driving the effect, and it explores potential moderators that may mitigate the negative effects on consumer satisfaction.Design/methodology/approachThis research employs a meta-analysis on retail crowding effects and potential moderators.FindingsThe integrative model of retail crowding reveals that social needs, crowd similarity, crowd expectation and uncertainty avoidance mitigate the negative retail crowding effects on satisfaction.Research limitations/implicationsThe authors advance the retailing literature by synthesizing recent studies on retail crowding. The findings also provide a clearer understanding of the mediating role of negative emotions in the relationship between retail crowding and satisfaction.Practical implicationsThis research offers guidance for retail managers on how to mitigate the harmful effects of crowding on customer satisfaction.Originality/valueThis research contributes to the retailing literature and offers guidance for retailers on how to mitigate the harmful effects of crowding on cvustomer satisfaction. Our moderation analyses provide insights into how and when crowding drives consumer satisfaction.
零售拥挤:情境和文化调节因素的元分析
尽管学者和零售经理都认为拥挤的商店会产生更多的销售额,但越来越多的人担心零售拥挤对客户关系管理(CRM)的负面影响。本研究旨在了解驱动效应的潜在过程,并探索可能减轻消费者满意度负面影响的潜在调节因子。设计/方法/方法本研究采用了对零售拥挤效应和潜在调节因素的荟萃分析。研究结果表明,社会需求、人群相似性、人群期望和不确定性规避对零售拥挤满意度的负向影响有缓解作用。研究局限/启示作者通过综合最近关于零售拥挤的研究来推进零售文献。研究结果还对负面情绪在零售拥挤与满意度关系中的中介作用提供了更清晰的认识。实际意义本研究为零售管理者如何减轻拥挤对顾客满意度的有害影响提供了指导。原创性/价值本研究对零售业文献有所贡献,并为零售商如何减轻拥挤对顾客满意度的有害影响提供指导。我们的适度分析提供了关于拥挤如何以及何时驱动消费者满意度的见解。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.00
自引率
9.10%
发文量
64
期刊介绍: Marketing Intelligence & Planning (MIP) facilitates communication between researchers and practitioners, providing the users of research with a wealth of robust and relevant information. At a time when some journals are losing their relevance to industry and practical requirements, MIP successfully offers a bridge between academic and practitioner thinking, while retaining a high level of scientific rigour.
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