Tell me a story about yourself: The words of shopping experience and self-satisfaction

Luca Petruzzellis, Andrea Fronzetti Colladon, Marco Visentin and Jean-Charles Chebat

Journal of Retailing and Consumer Services, 2021, vol. 63, issue C

Abstract: In this paper we investigate the verbal expression of shopping experience obtained by a sample of customers asked to freely verbalize how they felt when entering a store. Using novel tools of Text Mining and Social Network Analysis, we analyzed the interviews to understand the connection between the emotions aroused during the shopping experience, satisfaction and the way participants link these concepts to self-satisfaction and self-identity. The results show a prominent role of emotions in the discourse about the shopping experience before purchasing and an inward-looking connection to the self. Our results also suggest that modern retail environment should enhance the hedonic shopping experience in terms of fun, fantasy, moods, and emotions.

Keywords: Shopping experience; Self-satisfaction; Self-identity; Text analysis; Semantic brand score (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921002691

DOI: 10.1016/j.jretconser.2021.102703

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