The impact of perceived similarity to other customers on shopping mall satisfaction

Argo, 2005, The influence of a mere social presence in a retail context, J. Consum. Res., 32, 207, 10.1086/432230 Bagozzi, 1999, The role of emotions in marketing, J. Acad. Mark. Sci., 27, 184, 10.1177/0092070399272005 Baker, 2002, The influence of multiple store environment cues on perceived merchandise value and patronage intentions, J. Mark., 66, 120, 10.1509/jmkg.66.2.120.18470 Baker, 2011, How consumer shopping orientation influences perceived crowding, excitement, and stress at the mall, J. Acad. Mark. Sci., 40, 791, 10.1007/s11747-011-0284-z Bearden, 1983, Selected determinants of consumer satisfaction and complaint reports, J. Mark. Res, 20, 21, 10.2307/3151408 Borges, 2010, Does a companion always enhance the shopping experience?, J. Retail. Consum. Serv., 17, 294, 10.1016/j.jretconser.2010.02.007 Brack, 2012, The effects of overall similarity regarding the customer-to-customer-relationship in a service context, J. Retail. Consum. Serv., 19, 501, 10.1016/j.jretconser.2012.06.006 Brendl, 2005, Name letter branding: valence transfers when product specific needs are active, J. Consum. Res., 32, 405, 10.1086/497552 Brocato, 2012, Understanding the influence of cues from other customers in the service experience: a scale development and validation, J. Retail., 88, 384, 10.1016/j.jretai.2012.01.006 Byun, 2011, Influence of others: the impact of perceived human crowding on perceived competition, emotions and hedonic shopping value, Cloth. Text. Res. J., 29, 284, 10.1177/0887302X11422820 Byrne, 1971 Caro, 2007, Cognitive–affective model of consumer satisfaction: an exploratory study within the framework of a sporting event, J. Bus. Res., 60, 108, 10.1016/j.jbusres.2006.10.008 Churchill, 1982, An investigation into the determinants of customer satisfaction, J. Mark. Res., 19, 491, 10.2307/3151722 d’Astous, 2000, Irritating aspects of the shopping environment, J. Bus. Res., 49, 159 DeWall, 2010, A little acceptance goes a long way: applying social impact theory to the rejection-aggression link, Soc. Psychol. Pers. Sci., 1, 168, 10.1177/1948550610361387 Dolan, 2002, Emotion, cognition, and behavior, Science, 298, 1191, 10.1126/science.1076358 Eroglu, 1990, An empirical examination of retail crowding: antecedents and consequences, J. Retail., 66, 201 Eroglu, 2003, Empirical testing of a model of online store atmospherics and shopper responses, Psychol. Mark., 20, 139, 10.1002/mar.10064 Escalas, 2005, Self‐construal, reference groups, and brand meaning, J. Consum. Res., 32, 378, 10.1086/497549 Fornell, 1981, Structural equation models with unobservable variables and measurement error: Algebra and statistics, J. Mark. Res., 18, 382, 10.2307/3150980 Gierl, 2011, A closer look at similarity: The effects of perceived similarity and conjunctive cues on brand extension evaluation, Int. J. Res. Mark., 28, 120, 10.1016/j.ijresmar.2011.01.004 Gremler, 2000, Customer-employee rapport in service relationships, J. Ser. Res, 3, 82, 10.1177/109467050031006 Griffitt, 1971, Hot and crowded: influences of population density and temperature on interpersonal affective behavior, J. Pers. Soc. Psychol., 17, 92, 10.1037/h0030458 Grove, 1997, The impact of other customers on service experiences: a critical incident examination of “Getting along”, J. Retail., 3, 63, 10.1016/S0022-4359(97)90015-4 Hair, 2010 Jiang, 2010, The persuasive role of incidental similarity on attitudes and purchase intentions in a sales context, J. Consum. Res., 36, 778, 10.1086/605364 Karaosmanoglu, 2011, The role of other customer effect in corporate marketing: its impact on corporate image and consumer-company identification, Eur. J. Mark., 45, 1416, 10.1108/03090561111151835 Kim, 2012, Human factors in retail environments: a review, Int. J. Retail. Distrib. Manag., 40, 818, 10.1108/09590551211267593 Kotler, 1973, Atmospherics as a marketing tool, J. Retail., 49, 48 Kumar, 2014, The store-as-a-brand strategy: the effect of store environment on customer responses, J. Retail. Consum. Serv., 21, 685, 10.1016/j.jretconser.2014.04.008 Lam, 2001, The effects of store environment on shopping behaviors: a critical review, Adv. Consum. Res., 28, 190 Latané, 1981, The psychology of social impact, Am. Psychol., 36, 343, 10.1037/0003-066X.36.4.343 Machleit, 2000, Perceived retail crowding and shopping satisfaction: what modifies this relationship?, J. Consum. Psychol., 9, 29, 10.1207/s15327663jcp0901_3 Mackinnon, 2011, Birds of a feather sit together: Physical similarity predicts seating choice, Pers. Soc. Psychol. B., 37, 879, 10.1177/0146167211402094 Martin, 1989, Compatibility management: customer-to-customer relationships in service environments, J. Serv. Mark., 3, 5, 10.1108/EUM0000000002488 Mattila, 2000, The role of preconsumption affect in postpurchase evaluation of services, Psychol. Mark., 17, 587, 10.1002/(SICI)1520-6793(200007)17:7<587::AID-MAR2>3.0.CO;2-3 Mehrabian, 1974 Mehta, 2013, Understanding perceived retail crowding: a critical review and research agenda., J. Retail. Consum. Serv., 20, 642, 10.1016/j.jretconser.2013.06.002 Miao, 2013, The impact of other customers on customer experiences: a psychological distance perspective, J. Hosp. Tour. Res., 37, 77, 10.1177/1096348011425498 Miao, 2011, Other consumers in service encounters: a script theoretical perspective, Int. J. Hosp. Manag., 30, 933, 10.1016/j.ijhm.2011.01.012 Naylor, 2012, Beyond the “like” button: The impact of mere virtual presence on brand evaluations and purchase intentions in social media settings, J. Mark., 76, 105, 10.1509/jm.11.0105 Montoya, 2008, Is actual similarity necessary for attraction? A meta-analysis of actual and perceived similarity, J. Soc. Pers. Relat., 25, 889, 10.1177/0265407508096700 Moore, 2005, The impact of customer-to-customer interactions in a high personal contact service setting, J. Serv. Mark., 19, 482, 10.1108/08876040510625981 Oliver, 1980, A cognitive model of the antecedents and consequences of satisfaction decision, J. Mark. Res, 17, 460, 10.2307/3150499 Oliver, 1993, Cognition, affective and attribute bases of the satisfaction response, J. Consum. Res., 20, 418, 10.1086/209358 Russell, 1989, Affect grid: a single-item scale of pleasure and arousal, J. Pers. Soc. Psychol., 57, 493, 10.1037/0022-3514.57.3.493 Sirgy, 1997, Assessing the predictive validity of two methods of measuring self-image congruence, J. Acad. Mark. Sci., 25, 229, 10.1177/0092070397253004 Smith, 1998, Buyer–seller relationships: similarity, relationship management, and quality, Psychol. Mark., 15, 3, 10.1002/(SICI)1520-6793(199801)15:1<3::AID-MAR2>3.0.CO;2-I Spence, 2014, Store atmospherics: A multisensory perspective, Psychol. Mark., 31, 472, 10.1002/mar.20709 Turley, 2000, Atmospheric effects on shopping behavior: A review of the experimental evidence, J. Bus. Res., 49, 193, 10.1016/S0148-2963(99)00010-7 Uhrich, 2012, Not too many but also not too few: exploring the explanatory mechanisms for the negative effects of low customer density in retail settings, Qual. Mark. Res. Int. J., 15, 290, 10.1108/13522751211231996 Vidyarthi, 2014, Do emotionally perceptive leaders motivate higher employee performance? The moderating role of task interdependence and power distance, Leadersh. Q., 25, 232, 10.1016/j.leaqua.2013.08.003 Wakefield, 1998, Excitement at the mall: determinants and effects on shopping response, J. Retail., 74, 515, 10.1016/S0022-4359(99)80106-7 Woodside, 1974, The effect of salesman similarity and expertise on consumer purchasing behavior, J. Mark. Res., 11, 198, 10.2307/3150562 Wu, 2013, Investigating consumer embarrassment in service interactions, Int. J. Hosp. Manag., 33, 196, 10.1016/j.ijhm.2012.08.003 Zhang, 2008, The impact of value congruence on consumer-service brand relationships, J. Serv. Res., 11, 161, 10.1177/1094670508322561 Zhang, 2014, An examination of social influence on shopper behavior using video tracking data, J. Mark., 78, 24, 10.1509/jm.12.0106