 Revisiting the supermarket in-store customer shopping experienceNic S. Terblanche Journal of Retailing and Consumer Services, 2018, vol. 40, issue C, 48-59 Abstract: Marketing academics and practitioners agree on customer experience as a means for differentiation. The customer experience is challenging for retailers because it is influenced by elements which the retailer can control and elements which are beyond their control. This paper deals with the in-store customer shopping experience of a supermarket and found that merchandise assortment, interaction with staff and the internal shop environment and customers’ in-shop emotions have a strong positive and significant relationship with cumulative customer satisfaction. Customer satisfaction has a strong positive relationship with repatronage intentions. A comparison of the current study's findings with those of two similar earlier studies yielded considerable differences. The major contributions of this study are firstly the identification of differences over time of the elements of an in-store customer shopping experience in a supermarket and the role of positive emotions that are caused by supermarket shopping environments. Keywords: Customer; In-store shopping experience; Supermarket (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:40:y:2018:i:c:p:48-59 DOI: 10.1016/j.jretconser.2017.09.004 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 |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.