Year: 2020
Type: article
Abstract: A positive shopping experience provides retailers with a competitive advantage. However, retail environments pose numerous hassles that may negatively affect consumer experiences. Integrating perspectives from attribution theory and expectation theory, we examine the concept of shopping hassle and how it differs from that of retail service failure. Furthermore, we utilize qualitative approaches to explore what shopping episodes consumers perceive as hassles. Conducting semi‐structured in‐depth interviews in Study 1, we develop a classification framework of in‐store shopping hassles. In Study 2, we use a critical incident technique approach to gain a further understanding of types of shopping hassle.
DOI: 10.1111/ijcs.12607
Authors: Jaehoon Lee, Guihan Ko
Institutions: Florida International University, University of Kent
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W3045978792