142 research outputs found
Effects of atmospherics on emotions and intention with respect to involvement under different shopping environments
The present study deals with the SâOâR framework. The past five decades of research have successful validate the SâOâR model in offline and online contexts. However, there is still room for improvements. In particular, hedonic aspects have been proposed as distinctive aspects to differentiate companies. Previous researchers have (i) been somewhat reluctant to investigate dominance and other emotional responses; and (ii) produced mixed results regarding the impact of atmospherics and emotional responses on behavior. Building on this tradition of research, this study investigates the S-O-R model by incorporating delight as an attitudinal emotional response and tests the moderating effects of consumersâ involvement and shopping environment (three-way interactional effects) in connection with the links among atmospherics, emotions and intentions. The current findings demonstrate that the model fit better for low involvement consumers than for high involvement consumers. This was true for both offline and online environments .The theoretical and practical implications are discussed in the conclusions.info:eu-repo/semantics/acceptedVersio
The impact of generation Yâs customer experience on emotions: online banking sector
Recently, banking sector focused on attracting Generation Y (individuals born between 1980 and 2000) because they have emerged as a huge force with growing spending power which will unavoidably rival with Baby Boomersâ market dominance. They try to attract them through a unique customer experience, especially the ability of differentiation. Using the Mehrabian & Russellâs model of stimulus (S) - organism (O) - response (R), this study developed the Generation Y customer experience framework that intends to explain their consumer emotional responses toward customer experience attributes in a bank through three aspects: pleasure, dominance, and arousal toward online banks. Empirical evidence, based on data from a survey suggests that the overall customer experience attributes in the bank had a positive relation with emotional responses in different ways. âValue for moneyâ, âGetting things right the first timeâ and âPut the consumer firstâ emerged as the most important attributes for Generation Y in experiencing a bank.info:eu-repo/semantics/acceptedVersio
The effects of store atmosphere on shopping behaviour - A literature review.
This paper provides an insight into how the atmospherics of a retail environment influence shopping behaviour. Its objective is to support researchers and practitioners by summarizing the current state of knowledge and identifying gaps and avenues for future research. The scope covers studies in retail marketing and environmental psychology published during the last 35 years. It has been shown
that environmental cues (music, scent etc.) have an effect on the emotional state of the consumer, which in turn causes behavioural changes, both positive (approach, buy more, stay longer etc.) and negative (not approach, buy less, leave earlier etc.). Most studies make reference to the PAD model, which proposes that the relevant emotions in this process can be measured along three dimensions
Pleasure, Arousal and Dominance (Mehrabian, A. & Russell, J.A.,1974, An approach to environmental psychology, Cambridge, MA.: MIT Press). Since then, significant advances have been made to understand the effect of individual cues, their interaction, as well as the role of moderators, such as gender, age, or shopping motivation. However, there are a number of opportunities for further
research. Too little is known about the moderating effects of Arousal and Dominance and how they interact with each other and with Pleasure dimension. Also a number of other moderators, such as gender and culture, should be integrated into the model
The Role of Competitiveness in the Cognitive Absorption of Video Games
The holistic experience of IT artifacts can be seen in the immersive interaction of video game players. This interaction has been attributed to a State of Flow with the IT artifact. This state, which often results in users devoting a significant amount of time and effort with the IT, has been captured through the construct of cognitive absorption. In this research in progress paper, we describe how interactions with an IT â in particular with video games â can be perceived as being competitive. Moreover, we aim to investigate the process through which emotional responses to a competitive situation emerge and how they influence the experience of cognitive absorption. Further, we aim to examine the role of personality traits on the video game playersâ emotional experience. The findings of this research in progress can ultimately highlight the role of emotions for immersive game-based learning environments
The impact of generation Y's customer experience on banking sector
JEL: M310 - Marketing; JEL: M390 - Marketing and Advertising: OtherThis dissertation based on customer experience of the Generation Y, individuals born between
1980 and 2000, and its effect on banking sector efforts from marketing perspective.
Recently, banking sector focus on attracting Generation Y because they has emerged as a big force
with growing spending power which will unavoidably rival Baby Boomers' market dominance, and
are becoming even more important due to their large size. Banks try to attract them by offering a
unique customer experience, especially the ability of differentiation by using price or service
become less than before and easier to copy from other banks.
Using Mehrabian and Russellâs model of stimulus (S) - organism (O) - response (R), this study
developed Generation Y customer experience framework that intends to explain Generation Y
consumer behavioral responses toward customer experience attributes in bank that developed
by KPMG International. This process happen through three aspects: Affective, Attitudinal, and
Perspective toward banks.
Empirical evidence, based on data from a survey suggests that the overall customer experience
attributes in the bank had a positive relation with behavioral responses that represented by three
items: loyalty, word-of-mouth, and brand equity, in different ways. In addition, âValue for
moneyâ, âGetting things right the first timeâ and "Put the consumer first" emerge as the most
importance attributes for Generation Y in experiencing the bank.Esta dissertação tem como base a experiĂȘncia dos indivĂduos da geração Y, nascidos entre 1980 e
2000, e seu efeito sobre os esforços de marketing do sector bancårio.
Recentemente, o sector bancårio tem apostado em atrair a geração Y, pois ela tem emergido
como uma grande força com crescente poder de compra que inevitavelmente rivalizam com o
Baby Boomers no domĂnio do mercado e, estĂĄ-se tornando ainda mais importante devido ao seu
tamanho. Os bancos tentam atraĂ-los (indivĂduos da geração Y), oferecendo uma experiĂȘncia de
cliente Ășnico, especialmente a capacidade de diferenciação, usando o preço ou o serviço tornarse-
iam menos do que eram antes e mais fĂĄceis copiar por outros bancos.
Mediante a aplicação do modelo de Mehrabian e Russell (estĂmulo (S) - organismo (O) - resposta
(R)), este estudo desenvolveu um modelo conceptual da experiencia de consumidor da geração
Y, o qual pretende explicar o comportamento de resposta mediante os atributos da experiĂȘncia
do consumidor no setor bancårio propostos por KPMG International. Este processo ocorre através
de trĂȘs aspetos: afetivo, altitudinal e perspetivo para o sector bancĂĄrio.
A evidĂȘncia empĂrica, com base na informação recolhida mediante um questionĂĄrio online sugere
que em geral os atributos da experiĂȘncia global do cliente bancĂĄrio tem uma relação positiva com
as respostas comportamentais representadas, de formas diferentes, pelas trĂȘs itens: lealdade,
passa-palavra e equity da marca. AlĂ©m disso, o "valor pelo dinheiro", o "fazer as coisas bem Ă
primeira " e o "colocar o consumidor em primeiro lugar" emergem como os atributos mais
importantes para geração Y em experiĂȘncias com o banco
How customer experience attributes influence customer satisfaction and online bank credibility
WOS:000427297600065 (NÂș de Acesso Web of Science)The banking sector has been focused its attention towards attracting Generation Upsilon since they have consolidated as a huge force with powerful spending power which will unavoidably rival with Baby Boomers' market dominance. Thus, this article analyses customer experience of Generation Upsilon and its effect on customer satisfaction and bank credibility. Empirical evidence, based on primary data from an online survey (550 questionnaires were spread over a two-month period in 2016 but only 205 were usable and completed) reveal that the customer experience attributes (mainly executional excellence and reputation) have a positive relationship on credibility and satisfaction. In addition, "Value for money", "Getting things right the first time" and "Put the consumer first" emerge as the most importance attributes for Generation Upsilon in experiencing the bank
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Playing with music while shopping online : the effects of interactive music on consumer engagement and behavioral intention
The current study investigates the potential of applying interactive music to the design of e-commerce website in order to create more engaging consumer experience. Through a single-factor experiment with three conditions (the control condition without background music, the static background music condition, the interactive background music condition), behavioral and attitudinal data were collected via Google Analytics and a self-report questionnaire (N = 251). We found that consumers in the interactive music condition were more affectively engaged in the shopping task, regarding the website more novel due to its perceived vividness. This enhanced engagement led to more positive brand attitudes and perceptions and increased usersâ behavioral intention to purchase. Additionally, three moderators were found crucial to predict the target audience profile for application of interactive music â existing attitudes of users toward online shopping, price and web features as purchase decision-making factors.Advertisin
Leveraging contextual-cognitive relationships into mobile commerce systems
A thesis submitted to the University of Bedfordshire in partial fulfilment of the requirements for the degree of Doctor of PhilosophyMobile smart devices are becoming increasingly important within the on-line purchasing cycle. Thus the requirement for mobile commerce systems to become truly context-aware remains paramount if they are to be effective within the varied situations that mobile users encounter. Where traditionally a recommender system will focus upon the user â item relationship, i.e. what to recommend, in this thesis it is proposed that due to the complexity of mobile user situational profiles the how and when must also be considered for recommendations to be effective. Though non-trivial, it should be, through the understanding of a userâs ability to complete certain cognitive processes, possible to determine the likelihood of engagement and therefore the success of the recommendation.
This research undertakes an investigation into physical and modal contexts and presents findings as to their relationships with cognitive processes. Through the introduction of the novel concept, disruptive contexts, situational contexts, including noise, distractions and user activity, are identified as having significant effects upon the relationship between user affective state and cognitive capability. Experimental results demonstrate that by understanding specific cognitive capabilities, e.g. a userâs perception of advert content and user levels of purchase-decision involvement, a system can determine potential user engagement and therefore improve the effectiveness of recommender systemsâ performance.
A quantitative approach is followed with a reliance upon statistical measures to inform the development, and subsequent validation, of a contextual-cognitive model that was implemented as part of a context-aware system. The development of SiDISense (Situational Decision Involvement Sensing system) demonstrated, through the use of smart-phone sensors and machine learning, that is was viable to classify subjectively rated contexts to then infer levels of cognitive capability and therefore likelihood of positive user engagement. Through this success in furthering the understanding of contextual-cognitive relationships there are novel and significant advances that are now viable within the area of m-commerce
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