Fernando de Oliveira Santini, W. Ladeira, D. C. Pinto, M. Herter, A. Mattila, M. G. Perin
{"title":"Retail crowding: meta-analysis of contextual and cultural moderators","authors":"Fernando de Oliveira Santini, W. Ladeira, D. C. Pinto, M. Herter, A. Mattila, M. G. Perin","doi":"10.1108/mip-03-2021-0076","DOIUrl":null,"url":null,"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.","PeriodicalId":48048,"journal":{"name":"Marketing Intelligence & Planning","volume":null,"pages":null},"PeriodicalIF":3.6000,"publicationDate":"2021-11-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Marketing Intelligence & Planning","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1108/mip-03-2021-0076","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
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.
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.