The relationship between consumer shopping stress and purchase abandonment in task-oriented and recreation-oriented consumers
Tóm tắt
Shopping is sometimes a source of stress, leading to avoidance coping behavior by consumers. Prior research suggests that store-induced stress makes shopping an adverse experience and thus negatively affects consumers’ purchase likelihood. We propose that consumers’ response to shopping stress depends on their motivational orientation. The greater the in-store stress, the more likely task-oriented consumers are to abandon the trip without making purchases. However, recreation-oriented consumers will be, up to a point, less likely to end the trip. The results of four studies show that the functional relationship between shopping stress and purchase abandonment changes from monotonic and positive for task-oriented consumers to an inverted U-shape for recreation-oriented consumers. Evidence of goal changes provides a process explanation for the differing functional relationships. The results offer an alternative explanation for why people buy or not and suggest approaches to structuring the shopping environment to appeal to both types of consumers.
Tài liệu tham khảo
Arnold, M. J., & Reynolds, K. E. (2003). Hedonic shopping motivations. Journal of Retailing, 79, 77–95.
Arnold, M. J., Reynolds, K. E., Ponder, N., & Lueg, J. E. (2005). Customer delight in a retail context: investigating delightful and terrible shopping experiences. Journal of Business Research, 58, 1132–1145.
Atalay, A. S., Bodur, H. O., & Bressoud, E. (2016). When and how multitasking impacts consumer shopping decisions. Journal of Retailing, forthcoming.
Aylott, R., & Mitchell, V.-W. (1999). An exploratory study of grocery shopping stressors. British Food Journal, 101, 683–700.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20, 644–656.
Baker, J., & Wakefield, K. L. (2012). How consumer shopping orientation influences perceived crowding, excitement, and stress at the mall. Journal of the Academy of Marketing Science, 40, 791–806.
Baker, J., Levy, M., & Grewal, D. (1992). An experimental approach to making retail store environmental decisions. Journal of Retailing, 68, 445–460.
Beasty, C. (2005). The ideal shopping experience. Retrieved 16 December 2016 from http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-News/The-Ideal-Shopping-Experience-43640.aspx.
Brandtstädter, J., & Renner, G. (1990). Tenacious goal pursuit and flexible goal adjustment: explication and age-related analysis of assimilative and accommodative strategies of coping. Psychology and Aging, 5, 58–67.
Brown, M., Pope, N., & Voges, K. (2003). Buying or browsing? An exploration of shopping orientations and online purchase intention. European Journal of Marketing, 37, 1666–1684.
Burke, R. R. (2002). Technology and the customer interface: what consumers want in the physical and virtual store. Journal of the Academy of Marketing Science, 30, 411–432.
Büttner, O. B., Florack, A., & Göritz, A. S. (2013). Shopping orientation and mindsets: how motivation influences consumer information processing during shopping. Psychology and Marketing, 30, 779–793.
Büttner, O. B., Florack, A., & Göritz, A. S. (2014). Shopping orientation as a stable consumer disposition and its influence on consumers’ evaluations of retailer communication. European Journal of Marketing, 48, 1026–1045.
Büttner, O. B., Florack, A., & Göritz, A. S. (2015). How shopping orientation influences the effectiveness of monetary and nonmonetary promotions. European Journal of Marketing, 49, 170–189.
Byun, S.-E., & Sternquist, B. (2012). Here today, gone tomorrow: consumer reactions to perceived limited availability. Journal of Marketing Theory and Practice, 20, 223–234.
Campbell, M. C. (1999). Perceptions of price unfairness: antecedents and consequences. Journal of Marketing Research, 36, 187–199.
Caughey, C. C., Francis, S. K., & Buasri, V. (1999). An exploratory study of exit behavior and the appearance of retail stores. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 12, 155–161.
Chebat, J.-C., Gélinas-Chebat, C., & Therrien, K. (2005). Lost in a mall, the effects of gender, familiarity with the shopping mall and the shopping values on shoppers’ wayfinding processes. Journal of Business Research, 58, 1590–1598.
Close, A. G., & Kukar-Kinney, M. (2010). Beyond buying: motivations behind consumers’ online shopping cart use. Journal of Business Research, 63, 986–992.
Desai, K. K., & Talukdar, D. (2003). Relationship between product groups’ price perceptions, shopper’s basket size, and grocery store’s overall store price image. Psychology and Marketing, 20, 903–933.
Dickson, J. P., & Albaum, G. (1977). A method for developing tailormade semantic differentials for specific marketing content areas. Journal of Marketing Research, 14, 87–91.
Dickson, J. P., & MacLachlan, D. L. (1990). Social distance and shopping behavior. Journal of the Academy of Marketing Science, 18, 153–161.
Du, J., Fan, X., & Feng, T. (2011). Multiple emotional contagions in service encounters. Journal of the Academy of Marketing Science, 39, 449–466.
Duckro, P. N., Korytnyk, N. X., & Vandenberg, B. R. (1989). The stress-arousal checklist as a measure of situational stress versus simple arousal. Psychological Reports, 64, 239–242.
Duhachek, A. (2005). Coping: a multidimensional, hierarchical framework of responses to stressful consumption episodes. Journal of Consumer Research, 32, 41–53.
Duhachek, A., & Kelting, K. (2009). Coping repertoire: integrating a new conceptualization of coping with transactional theory. Journal of Consumer Psychology, 19, 473–485.
Durante, K. M., & Laran, J. (2016). The effect of stress on consumer saving and spending. Journal of Marketing Research, 53, 814–828.
Elliot, A. J., Thrash, T. M., & Murayama, K. (2011). A longitudinal analysis of self-regulation and well-being: avoidance personal goals, avoidance coping, stress generation, and subjective well-being. Journal of Personality, 79, 643–674.
Emmons, R. A. (1986). Personal strivings: an approach to personality and subjective well-being. Journal of Personality and Social Psychology, 51, 1058–1068.
Esmark, C. L., & Noble, S. M. (2016). Retail space invaders: when employees’ invasion of customer space increases purchase intentions. Journal of the Academy of Marketing Science, forthcoming.
Garen, J. (1984). The returns of schooling: a selectivity bias approach with a continuous choice variable. Econometrica, 52, 1199–1218.
Gollwitzer, P. M., Heckhausen, H., & Steller, B. (1990). Deliberative and implemental mind-sets: cognitive tuning toward congruous thoughts and information. Journal of Personality and Social Psychology, 59, 1119–1127.
Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79, 259–268.
Grewal, R., Chakravarty, A., & Saini, A. (2010). Governance mechanisms in business-to-business electronic markets. Journal of Marketing, 74, 45–62.
Gupta, A., Su, B.-C., & Walter, Z. (2004). An empirical study of consumer switching from traditional to electronic channels: a purchase-decision process perspective. International Journal of Electronic Commerce, 8, 131–161.
Hair Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: a global perspective. Upper Saddle River: Pearson/Prentice Hall.
Hayes, A. F. (2013). Introduction to mediation, moderation, and conditional process analysis: a regression-based approach. New York: Guilford Press.
Holmqvist, J., & Lunardo, R. (2015). The impact of an exciting store environment on consumer pleasure and shopping intentions. International Journal of Research in Marketing, 32, 117–119.
Huang, S.-C., Zhang, Y., & Broniarczyk, S. M. (2012). So near and yet so far: the mental representation of goal progress. Journal of Personality and Social Psychology, 103, 225–241.
Jones, F., & Bright, J. (2001). Stress: myth, theory, and research. Harlow: Prentice Hall.
Jones, M. A., Reynolds, K. E., & Arnold, M. J. (2006). Hedonic and utilitarian shopping value: investigating differential effects on retail outcomes. Journal of Business Research, 59, 974–981.
Kaltcheva, V. D., & Weitz, B. A. (2006). When should a retailer create an exciting store environment? Journal of Marketing, 70, 107–118.
Kim, Y. K., Kang, J., & Kim, M. (2005). The relationships among family and social interaction, loneliness, mall shopping motivation, and mall spending of older consumers. Psychology and Marketing, 22, 995–1015.
King, M. G., Burrows, G. D., & Stanley, G. V. (1983). Measurement of stress and arousal: validation of the stress/arousal adjective checklist. British Journal of Psychology, 74, 473–479.
Kozinets, R. V., Sherry, J. F., DeBerry-Spence, B., Duhachek, A., Nuttavuthisit, K., & Storm, D. (2002). Themed flagship brand stores in the new millennium: theory, practice, prospects. Journal of Retailing, 78, 17–29.
Kukar-Kinney, M., & Close, A. G. (2010). The determinants of consumers’ online shopping cart abandonment. Journal of the Academy of Marketing Science, 38, 240–250.
Laungani, P. (1993). Cultural differences in stress and its management. Stress Medicine, 9, 37–43.
Lazarus, R. S., & Folkman, S. (1984). Stress, appraisal, and coping. New York: Springer.
Lewandowsky, S., Duncan, M., & Brown, G. D. A. (2004). Time does not cause forgetting in short-term serial recall. Psychonomic Bulletin & Review, 11, 771–790.
Loewenstein, G. F. (2000). How people make decisions: costs and benefits of health- and retirement-related choice. In S. Burke, E. Kingson, & U. Reinhardt (Eds.), Social security and medicare: individual versus collective risk and responsibility (pp. 87–113). Washington: Heldref Publications.
Lunardo, R., & Mbengue, A. (2009). Perceived control and shopping behavior: the moderating role of the level of utilitarian motivational orientation. Journal of Retailing and Consumer Services, 16, 434–441.
Machleit, K. A., Kellaris, J. J., & Eroglu, S. A. (1994). Human versus spatial dimensions of crowding perceptions in retail environments: a note on their measurement and effect on shopper satisfaction. Marketing Letters, 5, 183–194.
Maier, E., & Wilken, R. (2014). The impact of stress on consumers’ willingness to pay. Psychology and Marketing, 31, 774–785.
Martin, L. L., & Tesser, A. (1996). Striving and feeling: interactions among goals, affect, and self-regulation. Mahwah: Erlbaum.
McGinnies, E. (1949). Emotionality and perceptual defense. Psychological Review, 56, 244–251.
Miao, C. F., & Wang, G. (2016). Effects of work–family interface conflicts on salesperson behaviors: A double-edged sword. Journal of the Academy of Marketing Science, forthcoming.
Mick, D. G., & Fournier, S. (1998). Paradoxes of technology: consumer cognizance, emotions, and coping strategies. Journal of Consumer Research, 25, 123–143.
Miller, E. G., Kahn, B. E., & Luce, M. F. (2008). Consumer wait management strategies for negative service events: a coping approach. Journal of Consumer Research, 34, 635–648.
Moschis, G. P. (2007). Stress and consumer behavior. Journal of the Academy of Marketing Science, 35, 430–444.
Petrin, A., & Train, K. (2010). A control function approach to endogeneity in consumer choice models. Journal of Marketing Research, 47, 3–13.
Poole, D. (2015). Cart abandonment: what are merchants getting wrong? Retrieved 16 December 2016 from http://internetretailing.net/2015/12/guest-comment-cart-abandonment-what-are-merchants-getting-wrong/.
Rajamma, R. K., Paswan, A. K., & Hossain, M. M. (2009). Why do shoppers abandon shopping cart? Perceived waiting time, risk, and transaction inconvenience. Journal of Product and Brand Management, 18, 188–197.
Skinner, E. A. (1995). Perceived control, motivation, & coping. Thousand Oaks: SAGE.
Srinivasan, R., & Moorman, C. (2005). Strategic firm commitments and rewards for customer relationship management in online retailing. Journal of Marketing, 69, 193–200.
Suls, J., & Fletcher, B. (1985). The relative efficacy of avoidant and nonavoidant coping strategies: a meta-analysis. Health Psychology, 4, 249–288.
Uhrich, S., & Tombs, A. (2014). Retail customers’ self-awareness: the deindividuation effects of others. Journal of Business Research, 67, 1439–1446.
van Rompay, T. J. L., Tanja-Dijkstra, K., Verhoeven, J. W. M., & van Es, A. F. (2012). On store design and consumer motivation spatial control and arousal in the retail context. Environment and Behavior, 44, 800–820.
Wagner, T., & Rudolph, T. (2010). Towards a hierarchical theory of shopping motivation. Journal of Retailing and Consumer Services, 17, 415–429.
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: determinants and effects on shopping response. Journal of Retailing, 74, 515–539.
Wang, K., & Goldfarb, A. (2016). Can offline stores drive online sales? Journal of Marketing Research, forthcoming.
Wang, R., Saboo, A. R., & Grewal, R. (2015). A managerial capital perspective on chief marketing officer succession. International Journal of Research in Marketing, 32, 164–178.
Westbrook, R. A., & Black, W. C. (1985). A motivation-based shopper typology. Journal of Retailing, 61, 78–103.
White, H. (1980). A heteroskedasticity-consitent covariance matrix estimator and a direct test for heteroskedasticity. Econometrica, 48, 817–838.
Winer, B. J., Brown, D. R., & Michels, K. M. (1971). Statistical principles in experimental design. New York: McGraw-Hill.
Wolfinbarger, M., & Gilly, M. C. (2001). Shopping online for freedom, control, and fun. California Management Review, 43, 34–55.
Wrosch, C., Scheier, M. F., Miller, G. E., Schulz, R., & Carver, C. S. (2003). Adaptive self-regulation of unattainable goals: goal disengagement, goal reengagement, and subjective well-being. Personality and Social Psychology Bulletin, 29, 1494–1508.
Wrosch, C., Miller, G. E., Scheier, M. F., & de Pontet, S. B. (2007). Giving up on unattainable goals: benefits for health? Personality and Social Psychology Bulletin, 33, 251–265.
Zboja, J. J., Clark, R. A., & Haytko, D. L. (2016). An offer you can’t refuse: consumer perceptions of sales pressure. Journal of the Academy of Marketing Science, 44, 806–821.