Explaining non-linear customer density effects on shoppers' emotions and behavioral intentions in a retail context: The mediating role of perceived control

Journal of Retailing and Consumer Services

Volumn 18, Issue 5, 2011, Pages 405-413

  Uhrich, Sebastian ^a  

^a UNIVERSITY OF ROSTOCK   (Germany)

Author keywords

Behavioral intentions; Emotions; Non linear customer density effects; Perceived control

Indexed keywords

BEHAVIORAL RESPONSE; CONSUMPTION BEHAVIOR; EXPERIMENTAL STUDY; RETAILING; SHOPPING ACTIVITY;

EID: 79960890249     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretconser.2011.06.002     Document Type: Article

References (46)

1. Abeles R.P. Sense of control, quality of Life, and frail older people. The concept and measurement of quality of life in the later years 1991, 297-314. Academic Press, NY. J.E. Birren, D.E. Deutchman, J. Lubben, J. Rowe (Eds.).
2. Altman I. The environment and social behavior: privacy, personal space, territory, and crowding 1975, Brooks-Cole, Monterey, CA.
3. Argo J.J., Dahl D.W., Manchanda R.V. The influence of a mere social presence in a retail context. Journal of Consumer Research 2005, 32(2):207-212.
4. Argo J.J., Dahl D.W., Morales A.C. Positive consumer contagion: responses to attractive others in a retail context. Journal of Marketing Research 2008, 45(6):690-701.
5. Averill J.R. Personal control over aversive stimuli and its relationship to stress. Psychological Bulletin 1973, 80(4):286-303.
6. Bagozzi R.P., Gopinath M., Nyer P.U. The role of emotions in marketing. Journal of the Academy of Marketing Science 1999, 27(2):184-206.
7. Baker, J., 1987. The role of the environment in marketing services: the consumer perspective. In: Czepiel, J.A., Congram, C.A., Shanahan, J., (Eds.), The service challenge: Integrating for competitive advantage, Proceedings Series of the American Marketing Association, Chicago, pp. 79-84.
8. Baker J., Grewal D., Parasuraman A. The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science 1994, 22(4):328-359.
9. Baron R.M., Kenny D.A. Moderator-mediator variables distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 1986, 51(6):1173-1182.
10. Bateson J.E.G. Perceived control and the service encounter. The service encounter 1985, 67-82. Heath, Lexington, Mass. J.A. Czepiel, M.R. Solomon, C.F. Surprenant (Eds.).
11. Bateson J.E.G., Hui M.K. The ecological validity of photographic slides and videotapes in simulating the service setting. Journal of Consumer Research 1992, 19(2):271-281.
12. Bell P., Greene T., Fisher J., Baum A. Environmental psychology 2001, Harcourt College Publishers, Fort Worth. 5th ed.
13. Brady M.K., Cronin J.J., Brand R.R. Performance-only measurement of service quality: a replication and extension. Journal of Business Research 2002, 55(1):17-35.
14. Cox V.C., Paulus P.B., McCain G. Prison crowding research: the relevance of prison housing standards and a general approach regarding crowding phenomena. American Psychologist 1984, 39:1148-1160.
15. Dion D. Personal control and coping with retail crowding. International Journal of Service Industry Management 2004, 15(3):250-263.
16. Eroglu S.A., Harrell G.D. Retail crowding: theoretical and strategic implications. Journal of Retailing 1986, 62(4):346-363.
17. Eroglu S.A., Machleit K., Barr T.F. Perceived retail crowding and shopping satisfaction: the role of shopping values. Journal of Business Research 2005, 58(8):1146-1153.
18. Fleming I., Baum A., Weiss L. Social density and perceived control as mediators of crowding stress in high-density residential neighborhoods. Journal of Personality and Social Psychology 1987, 52(5):899-906.
19. Hui M.K., Bateson J.E.G. Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research 1991, 18(2):174-184.
20. Langer E.J., Saegert S. Crowding and cognitive control. Journal of Personality and Social Psychology 1977, 35(3):175-182.
21. Larson R., Csikszentmihalyi M. The significance of solitude in adolescents' development. Journal of Current Adolescent Medicine 1980, 2:33-40.
22. Leary M.R., Herbst K.C., McCrary F. Finding pleasure in solitary activities: desire for aloneness or disinterest in social contact?. Personality and Individual Differences 2003, 35:59-68.
23. Machleit K.A., Eroglu S.A., Mantel S.P. Perceived retail crowding and shopping satisfaction: what modifies this relationship?. Journal of Consumer Psychology 2000, 9(1):29-42.
24. Machleit K.A., Kellaris J.J., Eroglu S.A. Human versus spatial dimensions of crowding perceptions in retail environments: a note on their measurement and effect on shopper satisfaction. Marketing Letters 1994, 5(2):183-194.
25. Mehrabian A., Russell J.A. An approach to environmental psychology 1974, MIT Press, Cambridge, MA.
26. Michon R., Chebat J.-C., Turley L.W. Mall atmospherics: the interaction effects of the mall environment on shopping behavior. Journal of Business Research 2005, 58(5):576-583.
27. Milgram S. The experience of living in cities. Science 1970, 167:1461-1468.
28. Pan Y., Siemens J.C. The differential effects of retail density: an investigation of goods versus service settings. Journal of Business Research 2011, 62(2):105-112.
29. Paulus P.B., Nagar D. Environmental influences on social interaction and group development. Review of Personality and Social Psychology 9 1987, 68-90. Sage, Beverly Hills, CA. C. Hendrick (Ed.).
30. Preacher K.J., Hayes A.F. Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods 2008, 40:879-891.
31. Russell J.A., Mehrabian A. Some behavioral effects of the physical environment. Experiencing the environment 1976, 5-18. Plenum, New York. S. Wapner, S. Cohen, B. Kaplan (Eds.).
32. Saegert S. Crowding: Cognitive overload and behavioral constraint. Environmental design research 2 1973, Dowden, Hutchinson and Ross, Stroudsburg, PA. W. Preiser (Ed.).
33. Schneider B.J. The service organization: climate is crucial. Organizational Dynamics 1980, 9(2):52-65.
34. Söderlund M. Other customers in the retail environment and their impact on the customer's evaluations of the retailer. Journal of Retailing and Consumer Services 2011, 18(3):174-182.
35. Stamps A.E. Use of photographs to simulate environments: a meta-analysis. Perceptual and Motor Skills 1990, 71:907-913.
36. Stokols D. On the distinction between density and crowding: some implications for future research. Psychological Review 1972, 79:275-277.
37. Taylor A.B., MacKinnon D.P., Tein J.-Y. Tests of the three-path mediated effect. Organizational Research Methods 2008, 11(2):241-269.
38. Thompson S.C., Sobolew-Shubin A., Galbraith M.E., Schwankovsky L., Cruzen D. Maintaining perceptions of control: finding perceived control in low-control circumstances. Journal of Personality and Social Psychology 1993, 64(2):293-304.
39. Thompson S.C. Will it hurt less if I can control it? A complex answer to a simple question. Psychological Bulletin 1981, 90(1):89-101.
40. Tombs A.G., McColl-Kennedy J.R. Social and spatial influence of customers on other customers in the social-servicscape. Australasian Marketing Journal 2010, 18(3):120-131.
41. Van Rompay T.J.L., Galetzka M., Pruyn A.T.H., Moreno-Garcia J. Human and spatial dimensions of retail density: the role of perceived control revisited. Psychology and Marketing 2008, 25(4):319-335.
42. Ward J.C., Barnes J.W. Control and affect: the influence of feeling in control of the retail environment on affect, involvement, attitude, and behavior. Journal of Business Research 2001, 54(2):139-144.
43. Watson D., Clark L.A., Tellegen A. Development and validation of brief measures of positive and negative affect: the PANAS scales. Journal of Personality and Social Psychology 1988, 54(6):1063-1070.
44. White R. Motivation reconsidered-the concept of competence. Psychological Review 1959, 66:297-333.
45. Winer B.J. Statistical principles in experimental design 1991, McGraw Hill, New York.
46. Zhao X., Lynch J.G., Chen Q. Reconsidering Baron and Kenny: myths and truths about mediation analysis. Journal of Consumer Research 2010, 37(2):197-206.