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Article
Publication date: 17 September 2020

How does perceived crowding moderate tourist shopping experience and satisfaction relationship?

Tahir Albayrak, Özlem Güzel, Meltem Caber, Özge Kılıçarslan, Aslıhan Dursun Cengizci and Aylin Güven

The purpose of this study is to investigate the direct impact of shopping experience of tourists on their satisfaction with shopping, while perceived crowding is used as a…

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Abstract

Purpose

The purpose of this study is to investigate the direct impact of shopping experience of tourists on their satisfaction with shopping, while perceived crowding is used as a moderator in this relationship.

Design/methodology/approach

The proposed conceptual model was tested by an empirical study where the data were collected from 411 German tourists, visiting Kaleiçi, Antalya-Turkey.

Findings

The study results revealed that tourist shopping experience (consisting of education, esthetic, entertainment and escapism dimensions) significantly determines satisfaction with shopping. Moreover, crowding perception has a two-dimensional structure, as human and spatial crowding. Human crowding, which reflects high human density, is found to negatively moderate the effect of shopping experience on satisfaction, where spatial crowding, which is related to high space density, does not influence this relationship.

Originality/value

This study exceptionally shows that crowding perceptions of German tourists in shopping are affected by both human and spatial crowding. In addition, the moderating role of perceived crowding is clarified in the relationship between shopping experience and satisfaction.

Details

International Journal of Tourism Cities, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/IJTC-02-2020-0028
ISSN: 2056-5607

Keywords

  • Tourist shopping
  • Shopping experience
  • Crowding
  • Tourist satisfaction
  • German tourists

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Article
Publication date: 8 May 2020

Store disorderliness effect: shoppers' competitive behaviours in a fast-fashion retail store

Merve Coskun, Shipra Gupta and Sebnem Burnaz

The purpose of this paper is to understand the effect of store messiness and human crowding on shoppers' competitive behaviours, in-store hoarding and in-store hiding…

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Abstract

Purpose

The purpose of this paper is to understand the effect of store messiness and human crowding on shoppers' competitive behaviours, in-store hoarding and in-store hiding, through the mediating effect of perceived scarcity and perceived competition.

Design/methodology/approach

2 (store messiness: messy × tidy) × 2 (human crowding: high × low) between-subject factorial experiment was conducted online to manipulate retail store atmospheric factors. A total of 154 responses were collected through Amazon MTurk. The hypotheses were analysed using ANOVA and PROCESS (Hayes, 2013) procedure.

Findings

Results suggest that store messiness and human crowding within a fast-fashion store lead to perception of scarcity and competition that further affects competitive behaviours. When consumers experience store messiness, they are likely to hide merchandise in store, thus making it inaccessible for other consumers. Further, when they experience human crowding in the store, they feel that the products will be gone immediately so they have a tendency to hoard them.

Research limitations/implications

This study examined the effects of scarcity perception by studying the case of fast-fashion retailers; generalizability needs to be established across different contexts.

Practical implications

Retailers by manipulating human crowding and store messiness can create a perception of scarcity in their stores, thus enhancing sales. However, they should also pay attention to deviant behaviours such as in-store hoarding and in-store hiding as these behaviours may decrease the store sales.

Originality/value

This research contributed to the retailing literature by finding a significant relationship between human crowding, store messiness and competitive behaviours through perceived scarcity and competition.

Details

International Journal of Retail & Distribution Management, vol. 48 no. 7
Type: Research Article
DOI: https://doi.org/10.1108/IJRDM-06-2019-0193
ISSN: 0959-0552

Keywords

  • Store messiness
  • Human crowding
  • Perceived scarcity
  • Perceived competition
  • In-store hoarding
  • In-store hiding
  • Fast-fashion

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Article
Publication date: 9 April 2020

The interplay between social crowding and power on solo diners’ attitudes toward menus with popularity and scarcity cues

YooHee Hwang, Na Su and Anna Mattila

The purpose of this study is to investigate the interactive effect of social crowding and solo consumers’ sense of power on attitudes toward the restaurant menu with…

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Abstract

Purpose

The purpose of this study is to investigate the interactive effect of social crowding and solo consumers’ sense of power on attitudes toward the restaurant menu with popularity and scarcity cues.

Design/methodology/approach

In total, 181 US consumers were recruited. Using a quasi-experimental design, social crowding and promotional cues on a restaurant menu were manipulated and solo consumers’ sense of power was measured.

Findings

Low-power individuals exhibited more favorable attitudes toward the menu with a popularity cue at a crowded restaurant. High-power individuals’ attitudes toward the menu were equally favorable across the two promotional cues and crowding levels.

Practical implications

Restaurant managers might want to leverage popularity cues on the menu during peak hours to appeal to solo diners. After diners indicate their dining type (alone vs with others) in kiosks and tablets, restaurants can tailor promotional cues accordingly. Restaurants can also embed more popularity cues in dinner (vs lunch) menus because dinner is more hedonic and social in nature.

Originality/value

This study contributes to the crowding literature by examining promotional cues on the menu and sense of power as moderators of consumer responses to crowding. This study further adds to the solo consumption literature by extending the notion of power and social crowding to ethnic dining contexts.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/IJCHM-05-2019-0422
ISSN: 0959-6119

Keywords

  • Power
  • Scarcity
  • Popularity
  • Solo dining
  • Crowding
  • Restaurant menu

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Article
Publication date: 18 April 2020

Do government subsidies crowd out technological capabilities?: Effects on Chinese high-tech firms’ invention outcomes

Shuangying Chen, Feng Fu, Tingting Xiang and Junli Zeng

Extant research on the crowding-out effects of government subsidies on the positive role of firm innovation resources or activity remains limited. This paper aims to…

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Abstract

Purpose

Extant research on the crowding-out effects of government subsidies on the positive role of firm innovation resources or activity remains limited. This paper aims to investigate the crowding-out effects of subsidies on the utilization of technological capabilities and also the contingency mechanisms of market-oriented economy based on the resource-based view (RBV), given the co-existence of the subsidies and technological capabilities for firm innovation in transitional economy.

Design/methodology/approach

This paper used panel data of 115 Chinese high-tech firms from 2002 to 2010. Fixed-effects model was used to test several hypotheses.

Findings

This paper empirically demonstrates that the subsidies crowd out the utilization of firms’ technological capabilities for invention outcomes in the near-term. Furthermore, this paper finds that the crowding-out effects are weaker when firms have high export intensity or are located in provinces with high market-oriented systems.

Research limitations/implications

The findings of this paper apply to Chinese firms. Future research could test their generalizability to different samples and other transitional economies.

Practical implications

This paper highlights the crowding-out effects of the subsidies, revealing that high-tech firms should balance the direct effects and crowding-out effects of the subsidies.

Originality/value

This paper highlights the neglected interactions between the subsidies and technological capabilities based on RBV and provides a more nuanced understanding of the crowding-out effects of the subsidies in transitional economy.

Details

Chinese Management Studies, vol. 14 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/CMS-06-2019-0238
ISSN: 1750-614X

Keywords

  • Crowding-out effects
  • Government subsidies
  • Technological capabilities
  • Invention outcomes
  • Contingency mechanism

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Article
Publication date: 5 August 2019

The emergence of deviant behaviors in the physical work environment: A study of workers in open offices

Pablo Zoghbi-Manrique-de-Lara and Maryamsadat Sharifiatashgah

The purpose of this paper is twofold: first, the relationship between crowding perceptions (i.e. employees’ perceptions of insufficient personal space due to offices…

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Abstract

Purpose

The purpose of this paper is twofold: first, the relationship between crowding perceptions (i.e. employees’ perceptions of insufficient personal space due to offices’ physical constraints) and deviant workplace behaviors (DWBs) directed at both the organization as a whole (DWB-O) and individuals (DWB-I); and second, privacy invasion from supervisors and peers as a mediator.

Design/methodology/approach

Data were collected from 299 respondents working in open-plan offices at four medium-to-large sized IT-based companies. Drawing on conservation of resources theory, the paper suggests that under crowding conditions employees can perceive the physical workspace as a space-related resource that is threatened leading them to engage in DWBs out of a conservation strategy.

Findings

Structural equation modeling results significantly supported main effects of employees’ crowding perceptions on the two types of DWBs, with privacy invasion from supervisors and peers as full mediator.

Research limitations/implications

The study could suffer from mono-method/source bias, and specificities of the studied IT-based companies and their work can raise concerns about the generalizability of the results.

Practical implications

The findings indicate that a proper physical office arrangement can be a useful tool for managers in combating employee DWB.

Originality/value

To date, the origin of workplace deviance has mainly been investigated in terms of the psychosocial work environment; however, the physical labor conditions (i.e. the layout of buildings, furniture, workspace, air conditioning, workplace density, etc.) have received little systematic attention.

Details

International Journal of Manpower, vol. 40 no. 5
Type: Research Article
DOI: https://doi.org/10.1108/IJM-09-2018-0307
ISSN: 0143-7720

Keywords

  • Workplace deviance
  • Open-plan office
  • Physical work environment
  • Crowding perceptions
  • DWBs
  • Privacy invasion

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Article
Publication date: 28 June 2019

The perception of crowding, quality and well-being: a study of Vietnamese public health services

Sukanlaya Sawang, Cindy Yunhsin Chou and Bao Quoc Truong-Dinh

The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ)…

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Abstract

Purpose

The purpose of this paper is to examine the extent to which the perception of crowding by medical staff and patients impacts patients’ perceived service quality (SQ), overall satisfaction and emotional well-being.

Design/methodology/approach

Data were collected from 258 matched pairs of medical staff members and their patients at six public hospitals.

Findings

Medical staff-perceived crowding negatively influences patients’ perceived SQ. The perceived SQ then impacts patients’ overall satisfaction and emotional well-being. Patients’ perceived crowding does not significantly impact their perceived SQ but increases the positive emotional well-being of patients.

Originality/value

Scant research has investigated a matched pair of service providers and their customers. This study concentrates on how individuals’ perceived human crowding and medical staff SQ affect consumers’ emotional well-being. This research leads to the formulation of theoretical and public policy suggestions to improve the quality of interactive services with minimal cost and disruption.

Details

Journal of Health Organization and Management, vol. 33 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/JHOM-08-2018-0233
ISSN: 1477-7266

Keywords

  • Public health
  • Healthcare
  • Service quality
  • Well-being
  • Transformative service research
  • Perceived crowding

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Article
Publication date: 23 January 2009

Consumer reaction to crowding for extended service encounters

Breffni M. Noone and Anna S. Mattila

Much of the research on crowding in a service context has focused on customer reaction to crowding in a retail setting. This paper seeks to examine the effect of consumer…

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Abstract

Purpose

Much of the research on crowding in a service context has focused on customer reaction to crowding in a retail setting. This paper seeks to examine the effect of consumer goals on consumers' reactions to crowding for extended service encounters.

Design/methodology/approach

The authors used a 2 (Crowding: crowded or not crowded) × 2 (Goal: utilitarian or hedonic) × 2 (Service level: bad or good) factorial, between‐subjects design to test hypotheses. Service level and tolerance for crowding were entered as control variables. A service encounter in a casual restaurant was used as the service setting in the study. Subjects were randomly assigned to a written scenario describing an experience in a restaurant. They were then shown a photograph depicting the interior of the restaurant.

Findings

Consumption goal moderates the effect of perceived crowding on satisfaction. Significantly lower satisfaction ratings are associated with a crowded service environment when the primary consumption goal for the service experience is utilitarian, rather than hedonic, in nature. Furthermore, regardless of the consumption goal, crowding negatively impacts positive in‐store behaviors (i.e. desire to spend more money and time at the restaurant).

Research limitations/implications

The study was limited to one extended service setting. Future research across other extended service settings is needed establish the generalizability of the findings.

Practical implications

The study has implications for the design of the service facility and the application of demand‐shifting revenue management strategies.

Originality/value

The paper extends the literature on shopping motivations to extended service settings by examining the effect of consumer goals on consumers' reactions to crowding, specifically consumer satisfaction with, and consumer behaviors within, the extended service encounter.

Details

Managing Service Quality: An International Journal, vol. 19 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/09604520910926791
ISSN: 0960-4529

Keywords

  • Customer satisfaction
  • Shops
  • Restaurants
  • Consumer bahviour

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Article
Publication date: 22 June 2010

Do Australian and American consumers differ in their perceived shopping experiences?: A bi‐cultural analysis

Marilyn Y. Jones, Sonia Vilches‐Montero, Mark T. Spence, Sevgin A. Eroglu and Karen A. Machleit

The purpose of this paper is to present findings from an experiment designed to test the impact of crowding perceptions (both human and spatial), emotions (positive and…

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Abstract

Purpose

The purpose of this paper is to present findings from an experiment designed to test the impact of crowding perceptions (both human and spatial), emotions (positive and negative) and shopping values (utilitarian and hedonic) on shopper satisfaction. Culture is explored as a moderating variable with the expectation that it systematically affects perceptions and values, which, in turn, influence the shopper's experience with the store.

Design/methodology/approach

Data were collected via a 2×2×2 full factorial between subjects design with two variables, one manipulated and one measured. The two manipulated variables were spatial density (high versus low) and human density (high versus low). The measured variable was country of origin, where subjects were coded as either American or Australian.

Findings

Culture moderates the effects of perceived spatial crowding as well as both hedonic and utilitarian shopping values on shopper satisfaction. Specifically, the adverse effect of perceived spatial crowding on shopper satisfaction is less pronounced for Australians than is the case for Americans. With respect to both utilitarian and hedonic shopping values, the positive relationship between shopping values and shopper satisfaction is greater for Australians than for Americans.

Originality/value

Shopping has been generally described by Rintamaki et al. as “relativistic, because it involves preferences among objects, it varies among people, and it is specific to the context”. This paper demonstrates that culture clearly affects shopper's perceptions and shopping values, which in turn affect shopper satisfaction. It is reasonable to speculate that these effects would be even more pronounced had countries with greater cultural distance been examined.

Details

International Journal of Retail & Distribution Management, vol. 38 no. 8
Type: Research Article
DOI: https://doi.org/10.1108/09590551011057417
ISSN: 0959-0552

Keywords

  • Australia
  • United States of America
  • Shopping
  • Customer satisfaction
  • Consumer behaviour

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Article
Publication date: 4 February 2014

Anxiety, crowding, and time pressure in public self-service technology acceptance

Katja Gelbrich and Britta Sattler

The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in…

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Abstract

Purpose

The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public. The study includes two context variables that are relevant in public settings: perceived crowding and perceived time pressure.

Design/methodology/approach

A cross-sectional survey was conducted to reflect individual perceptions and intentions when initially using a self-checkout. The proposed relationships and interaction effects were examined using structural equation modeling.

Findings

The analysis confirms the core relationships of the model (technology self-efficacy→technology anxiety→perceived ease of use→ intention to use) and yields three important results. First, technology anxiety has a direct negative effect on intention to use, which is greater than the indirect effect through the reduction of ease of use. Second, perceived crowding reinforces the negative effect of technology anxiety. Third, when perceived crowding coincides with perceived time pressure, technology anxiety almost completely inhibits the intention to use the SST in public.

Research limitations/implications

Technology anxiety is examined as the only antecedent of perceived ease of use.

Practical implications

Initial encounters to public self-service technologies should be provided in servicescapes that avoid or at least reduce perceptions of crowding and time pressure.

Originality/value

The approach highlights the impact of technology anxiety on the acceptance of self-service technologies used in public by considering two context variables that are salient in public settings: perceived crowding and perceived time pressure.

Details

Journal of Services Marketing, vol. 28 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/JSM-02-2012-0051
ISSN: 0887-6045

Keywords

  • Self-service technologies
  • Technology acceptance
  • Crowding
  • Public use
  • Technology anxiety
  • Time pressure

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Article
Publication date: 2 March 2012

Desired privacy and the impact of crowding on customer emotions and approach‐avoidance responses: Waiting in a virtual reality restaurant

Johye Hwang, So‐Yeon Yoon and Lawrence J. Bendle

Recognizing that crowding in a restaurant waiting area forms a first impression of service and sets service expectations, the purpose of this study is to investigate the…

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Abstract

Purpose

Recognizing that crowding in a restaurant waiting area forms a first impression of service and sets service expectations, the purpose of this study is to investigate the impact of crowding in the effective control of the waiting environment. The study seeks to examine the impact of crowding on customers' emotions and approach‐avoidance responses and to examine the mediating role of emotion and the moderating role of desired privacy in the relationship between crowding and approach‐avoidance responses.

Design/methodology/approach

Using real‐scale, interactive virtual reality (VR) technology that allows high‐fidelity representations of real environments, the authors created a navigable, photo‐realistic three‐dimensional model of a restaurant waiting area. Through an experimental study which manipulated crowding levels in the VR restaurant, they surveyed the subjects' responses toward crowding conditions.

Findings

The study found significant effects of crowding on emotions including arousal and dominance, but not pleasure, and on approach‐avoidance responses. The impact of crowding on approach‐avoidance responses was more direct than indirect, without having emotion as a mediator. It was also found that the desire for privacy as a psychological trait moderated the relationship between crowding and affiliation.

Practical implications

The findings of this study offer restaurant managers insights toward the effective management of the pre‐process service environment during the waiting state that minimizes the negative consequences of waiting/crowding. This study provides three courses of management actions that can make unavoidable crowding in the restaurant waiting situation more enjoyable and comfortable.

Originality/value

By using VR simulation, this study adds a new approach for crowding studies. Theoretically, this study broadened the scope of crowding studies by adding a potential mediating variable, emotions, and a moderating variable, desired privacy, in examining the relationship between crowding and approach‐avoidance responses. Also, by focusing on a restaurant waiting area, the authors were able to explore the pre‐process service expectations.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/09596111211206150
ISSN: 0959-6119

Keywords

  • Crowding
  • Emotions
  • Approach‐avoidance
  • Wait management
  • Desired privacy
  • Service environment
  • Virtual reality simulation
  • Privacy
  • Virtual reality
  • Queuing time
  • Hospitality services

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