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  • 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.
  • 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.
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