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Antecedents and consequences of stress in retailing: environmental expectations and promoter scoring

Laura Lucia-Palacios (Department of Marketing, University of Zaragoza , Zaragoza, Spain)
Raúl Pérez-López (Department of Marketing, University of Zaragoza , Zaragoza, Spain)
Yolanda Polo-Redondo (Department of Marketing, University of Zaragoza , Zaragoza, Spain)

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 25 December 2020

Issue publication date: 17 May 2021

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Abstract

Purpose

The aim of this paper is to examine the effects of the disconfirmation of expectations of crowding and mall accessibility, on stress and two marketing outcomes, satisfaction and promoter scoring.

Design/methodology/approach

Data were obtained through two face-to-face surveys from mall shoppers that answered them at two different moments of their shopping experience, before entering the mall and before leaving it. Results are obtained from 230 customers that answered the two questionnaires.

Findings

The findings suggest that stress indirectly influences customer promoter scoring through satisfaction, while disconfirmation of expectations influences it directly and indirectly.

Practical implications

These results also suggest that stress and disconfirmation of expectations about crowding and accessibility are important in determining promoter scoring. To reduce stress and increase satisfaction and promoter scoring, managers should focus on exceeding customers' expectations about mall accessibility and on ensuring that customers experience a lower level of crowding than they expected.

Originality/value

The article examines Net Promoter Scoring, an outcome that has attracted managers' attention but little is known about its antecedents. The paper provides evidence of the effect of disconfirmation of expectations and negative emotions on promoter scoring.

Keywords

Acknowledgements

The authors wish to thank the support received by the Government of Spain (project ECO2017-83993-P and ECO2014-54760) and the Government of Aragón and the European Social Fund (GENERES Group S-54_17R).

Citation

Lucia-Palacios, L., Pérez-López, R. and Polo-Redondo, Y. (2021), "Antecedents and consequences of stress in retailing: environmental expectations and promoter scoring", International Journal of Retail & Distribution Management, Vol. 49 No. 5, pp. 616-635. https://doi.org/10.1108/IJRDM-03-2020-0117

Publisher

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Emerald Publishing Limited

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