Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.


 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference

EMAC 2019 Annual Conference


The role of stress in mall experience: Differences by shopping motivation and frequency
(A2019-8030)

Published: May 28, 2019

AUTHORS

Raul Perez-Lopez, Universidad de Zaragoza; Laura Lucia-Palacios, University of Zaragoza; Yolanda Polo-Redondo, University of Zaragoza

KEYWORDS

Stress; Mall experience; Shopping motivation and frequency

ABSTRACT

This article aims to demonstrate that stress is a relevant feeling to take into account in customer experience management at malls. It tries to show that its effects on customer experience, defined through affective and cognitive responses, as well as on satisfaction with the mall differ depending on the shoppers’ motivations and frequency of visit. The method is based on Structural Equation Modelling and data were obtained through a survey of 1,088 mall clients. Results show that stress reduces customers’ affective response, being this effect less important for frequent shoppers. Furthermore, stress has a U-shaped effect on customers’ cognitive response for both utilitarian and hedonic shoppers. Finally, stress reduces satisfaction with the mall, being this effect more important for infrequent shoppers.

REFERENCES

The authors wish to thank the financial support received from the Spanish Government (ECO 2014/54760, ECO 2017/83993-P), the Government of Aragon (Generés Research Group) and the European Social Fund.