Remembering shopping experiences: The Shopping Experience Memory Scale

Michael Flacandji and Nina Krey
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Michael Flacandji: IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux
Nina Krey: Rowan University

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Abstract: Companies strive to enhance customer experiences and to foster positive consumer behaviors. While there is extensive literature on how to create enjoyable and conducive customer experiences, limited research focuses on memories associated with shopping experiences. However, the decision to repeat an experience is based more on the memory of that experience than on the actual experience itself. The current research draws on a series of qualitative and quantitative studies to develop and to validate the four-dimensional Shopping Experience Memory Scale (SEMS). Findings suggest that the scale's four dimensions – attraction, structure, affect, and social – are reliable and consistent across different consumption environments (in-store, mall, and online) and across different time intervals. SEMS reflects nuances of memory and of experience constructs forming the basis of theoretical and practical contributions in the ability to assess the progression of memory associated with shopping experiences over time.

Keywords: Shopping experience; Memory of shopping experience; Shopping Experience Memory Scale (SEMS); Customer experience; Scale development (search for similar items in EconPapers)
Date: 2020
New Economics Papers: this item is included in nep-mkt
Note: View the original document on HAL open archive server: https://hal.science/hal-03219821v1
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Published in Journal of Business Research, 2020, 107, pp.279-289. ⟨10.1016/j.jbusres.2018.10.039⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03219821

DOI: 10.1016/j.jbusres.2018.10.039

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