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Sökning: L773:0969 6989 > Karlstads universitet

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  • Friman, Margareta, et al. (författare)
  • Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. I
  • 2001
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 8:2, s. 95-104
  • Tidskriftsartikel (refereegranskat)abstract
    • A mail survey was conducted to investigate factors affecting public transport users´ satisfaction with the service. The respondents were residents of a metropolitan area of Sweden. A model was proposed and estimated using the maximum-likelihood method available in LISREL VIII. In the model, overall cumulative satisfaction is positively related to attribute-specific cumulative satisfaction which in turn is negatively related to the remembered frequency of negative critical incidents. In addition, measurement models indicated that both attribute-specific satisfaction and the frequency of negative critical incidents are related to treatment by employee, reliability of service, simplicity of information, and design.
  • Andersson K, Pernille, et al. (författare)
  • Let the music play or not: the influence of background music on consumer behavior.
  • 2012
  • Ingår i: Journal of Retailing and Consumer Services. - Amsterdam : Elsevier. - 0969-6989. ; 19:6, s. 553-560
  • Tidskriftsartikel (refereegranskat)abstract
    • This study concerns the effect that music has on consumer behavior in two different retail contexts during regular opening hours. Two studies were conducted in a field setting with consumers (N=550). Consumers were recruited to answer questions regarding behavioral measures, attitudes, and mood during days when background music was played. The conclusions from the two studies are that music affects consumer behavior, but also that the type of retail store and gender influences both the strength and direction of the effect
  • Andersson K, Pernille, et al. (författare)
  • The effect of frontline employees' personal self-disclosure on consumers' encounter experience
  • 2016
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 30:May, s. 40-49
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.
  • Clarke, Rodney, et al. (författare)
  • Research needs for assessing online value creation in complex consumer purchase process behavior
  • 2010
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 17:1, s. 53-60
  • Tidskriftsartikel (refereegranskat)abstract
    • Consumers face considerable frustration when purchasing structurally and/or semantically complex <br/><br/>high-involvement products online. Reliance on computer-mediated communications for their <br/><br/>information needs may result in functional and emotional frustration from information overload <br/><br/>and lack of personal trust. This paper proposes a responsive real-time information system as a proxy for <br/><br/>a perceptive sales representative who assesses customer needs based on information exchanges and <br/><br/>then offers appropriate responses. By tracking and analyzing a consumers online activity, vendors can <br/><br/>offer information relevant to the consumers real-time needs, facilitating their purchase process. In <br/><br/>essence, this is a real-time value co-creation process based on the consumer offering cues to vendors <br/><br/>through their key strokes and mouse click activity. This allows for differentiated information offerings <br/><br/>for inexperienced and more experienced consumers, creating value by dynamic information serving. <br/><br/>Where appropriate value is created, consumers will experience less frustration and continue online, <br/><br/>rather than possibly moving offline or to alternative vendors. In examining the bases of consumer <br/><br/>information needs in complex purchases, this paper identifies the data required to enable a responsive <br/><br/>dialog between vendors and consum
  • Echeverri, Per, 1958-, et al. (författare)
  • Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
  • 2017
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 36, s. 93-102
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility services, seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.
  • Fellesson, Markus, et al. (författare)
  • The expected retail customer Value co-creator, co-producer or disturbance?
  • 2016
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 30, s. 204-211
  • Tidskriftsartikel (refereegranskat)abstract
    • The purpose of this paper is to explore expectations among front-line employees regarding their customers and how these expectations can be understood in relation to strategies of customer participation and value co-creation. Two categories of expectations are identified; operative and interactive. In particular, the operative expectations reveal a service practice that is heavily structured by large-scale systems and ideals of rational efficiency. It is argued that co-creation needs to be discussed on both the strategic level, i.e. in terms of what the “customer”/market wants, and on the operative level, where the customer’s direct contribution to the value-creating process has its focus.
  • Olsson, Lars E., et al. (författare)
  • Measuring service experience : Applying the satisfaction with travel scale in public transport
  • 2012
  • Ingår i: Journal of Retailing and Consumer Services. - Elsevier. - 0969-6989. ; 19, s. 413-418
  • Tidskriftsartikel (refereegranskat)abstract
    • It is argued that favorable customer service experiences are crucial for the success of a company’s offering, and research on the subject is growing rapidly. However, instruments for measuring service experience are not readily available. This study applies and validates the Satisfaction with Travel Scale (STS) for measuring the service experience in public transport. The results confirm that service experience is multidimensional, consisting of a cognitive dimension related to service quality and two affective dimensions related to positive activation, such as enthusiasm or boredom, and positive deactivation, such as relaxation or stress.
  • Otterbring, Tobias, et al. (författare)
  • Eye-tracking customers' visual attention in the wild : Dynamic gaze behavior moderates the effect of store familiarity on navigational fluency
  • 2016
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 28, s. 165-170
  • Tidskriftsartikel (refereegranskat)abstract
    • A retail store is a multi-sensory environment filled with messages to tempt customers into making unplanned purchases. The purpose of this field study was to examine the interplay between three factors claimed to precede and influence unplanned purchases: store familiarity, visual attention, and navigational fluency (the subjective ease of navigating). Eye-tracking recordings and post-study questionnaires from 100 grocery store shoppers showed that store familiarity was positively associated with navigational fluency. However, customers' levels of dynamic gaze behavior (a frequent, widely distributed viewing pattern) moderated this effect. Dynamic gaze behavior significantly predicted navigational fluency among customers with low and moderate store familiarity, but not among customers familiar with the store. These findings challenge the formerly held assumption that store familiarity automatically implies navigational ease, and store unfamiliarity implies navigational difficulty. The results have implications for navigational aspects in stores. (C) 2015 Elsevier Ltd. All rights reserved.
  • Otterbring, Tobias, 1985-, et al. (författare)
  • Vision (im) possible? The effects of in-store signage on customers’ visual attention
  • 2014
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 21:5, s. 676-684
  • Tidskriftsartikel (refereegranskat)abstract
    • We used two eye-tracking field experiments to investigate the extent to which in-store signage is used during navigation and decision making, and how the viewing of signage influences customers’ visual attention and choice behavior. One hundred and seventy-five customers at a grocery store were exposed to signage stimuli while carrying out predefined shopping tasks. Experiment 1 shows that attention toward signage is affected by customers’ levels of store familiarity and in-store search stage (navigation vs. decision making). Experiment 2 demonstrates that signage has a considerable impact on the direction and magnitude of customers’ visual attention during decision making.
  • Pedersen, Tore, 1961-, et al. (författare)
  • The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services
  • 2011
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 18:5, s. 471-475
  • Tidskriftsartikel (refereegranskat)abstract
    • A longitudinal field study investigated the role of predicted, on-line experienced and remembered satisfaction in the current use of public transport. Sixty-two car users voluntarily travelled by public transport for a period of one month and ratings of predicted, on-line experienced and remembered satisfaction were collected. The results showed that remembered satisfaction with public transport was significantly lower than on-line experienced satisfaction. Furthermore, overall remembered satisfaction accounted for current public transport use, whereas on-line experienced satisfaction did not. Results suggest that recollection of satisfaction with public transport is negatively biased. This bias affects current choice to travel by public transport.
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