Experience-based aspects of shopping attitudes: The roles of norms and loyalty

Tracy Meyer

Journal of Retailing and Consumer Services, 2008, vol. 15, issue 4, 324-333

Abstract: The act of shopping does at times involve some negativity despite the best efforts of retailers. These hassling aspects of shopping (such as long check out lines or a product out of stock) are not critical but they can influence attitudes toward returning to the store. The theory of norms states that normative expectations guide cognitive reactions to experiences [Kahneman, D., Miller, D.T., 1986. Norm theory: comparing reality to its alternatives. Psychological Review 93, 136–153]. A zone of indifference (ZI) scale as originally conceptualized by Woodruff et al. [1983. Modeling consumer satisfaction processes using experience-based norms. Journal of Marketing Research 20, 296–304] is developed to capture individual differences in perceptions of typical discount store performance. Variations in the ZI are found to differentially affect participants’ responses only when loyalty to the store is low.

Keywords: Attitude change; Implicit loyalty; Normative expectations (search for similar items in EconPapers)
Date: 2008
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969698907000598
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:15:y:2008:i:4:p:324-333

DOI: 10.1016/j.jretconser.2007.08.006

Access Statistics for this article

Journal of Retailing and Consumer Services is currently edited by Harry Timmermans

More articles in Journal of Retailing and Consumer Services from Elsevier
Bibliographic data for series maintained by Catherine Liu ().