Crowding in the time of COVID: Effects on rapport and shopping satisfaction
Crowding in the time of COVID: Effects on rapport and shopping satisfaction
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DOI：
10.1016/j.jretconser.2021.102760
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发表时间：
2021-09-21
影响因子：
10.4
通讯作者：
Neybert EG
中科院分区：
文献类型：
--
作者：
Eroglu SA;Machleit KA;Neybert EG
几十年的市场营销研究已经证明，零售环境中的拥挤（人和空间）会显着影响购物满意度。鉴于新型冠状病毒疫情对零售供需造成的深刻变化，本研究从两个方面扩展了知识：揭示新的关系，以及复制之前在疫情前的背景下展示的一些关键发现。两项研究（研究1场景和研究2实际购物之旅）表明，更高水平的人群拥挤导致购物满意度较低，这种影响是由引入拥挤文献的新结构介导的，即顾客与员工的融洽关系，在大流行时代成为一个重要因素。重要的是，研究结果表明，这些关系因顾客的不同而不同：a）对零售商预防措施适当性的看法，B）对疫情威胁严重性的看法，以及c）对COVID-19的脆弱性的看法，所有这些都是COVID-19期间拥挤动态的新情况。最后，在研究2中，我们复制并扩展了先前关于拥挤的研究结果。总体而言，研究结果扩展了我们对拥挤效应的理解，并在“新常态”零售环境中提供了新的见解。
Decades of research in marketing has established that crowding (human and spatial) in retail contexts significantly affects shopping satisfaction. Prompted by the profound changes in retail supply and demand due to the Covid-19 pandemic, this study expands knowledge in two ways: uncovering new relationships and replicating some of the critical findings previously demonstrated in the pre-pandemic context. Two studies (Study 1 scenario and Study 2 actual shopping trip) show that higher levels of human crowding results in lower levels of shopping satisfaction, and this effect is mediated by a new construct introduced into the crowding literature, namely, customer rapport with employees, emerging as a significant factor in the pandemic era. Importantly, the results show that these relationships differ according to customers’: a) perceptions about the appropriateness of retailer precautions, b) beliefs about the severity of threat that the pandemic presents, and c) perceived vulnerability to Covid-19, all of them new to crowding dynamics during the time of Covid. Finally, with Study 2, we replicate and extend selected findings from prior research on crowding. Overall, the results expand our understanding of crowding effects and provide novel insights in the “new normal” retail context.
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影响因子：
6.9
作者：
Freeman, Daniel;Waite, Felicity;Lambe, Sinead
通讯作者：
Lambe, Sinead
DOI：
10.1108/09564230410540926
发表时间：
2004-01-01
期刊：
INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT
影响因子：
--
作者：
Dion, D
通讯作者：
Dion, D
影响因子：
11.3
作者：
Jones, Michael A.;Reynolds, Kristy E.;Arnold, Mark J.
通讯作者：
Arnold, Mark J.
影响因子：
12.9
作者：
Baker, J;Parasuraman, A;Voss, GB
通讯作者：
Voss, GB
影响因子：
7.2
作者：
BABIN, BJ;DARDEN, WR;GRIFFIN, M
通讯作者：
GRIFFIN, M