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The purpose of this study is to explore the impacts of service encounters on customer experiential value and subsequently on customer behavioral intentions in a shopping mall context in Taiwan.

Data were gathered using mall intercepts at three large shopping malls in northern Taiwan. Structural equation modeling was employed to assess the proposed research model empirically.

The empirical results revealed that: personal interaction encounters positively influenced perceptions of efficiency and excellence value; physical environment encounters positively affected perceptions of playfulness and aesthetics; and all dimensions of customer experiential value (i.e. efficiency, service excellence, playfulness, and aesthetics) positively affected customer behavioral intentions.

Following Bitner's suggestion in 1990, the present study classified service encounters into two dimensions – personal interaction encounters and physical environment encounters. Further, the empirical findings revealed that customer experiential value mediated the relationship between service encounters and consumer behavioral intentions.

The objectives of this paper are to: examine e‐shopping quality dimensions; explore how e‐shopping quality factors influence consumer shopping outcomes (e‐shopping satisfaction and e‐shopping intention); and test the moderating effects of consumer experiential e‐shopping motives on the e‐shopping quality – e‐shopping outcomes links within the context of online apparel retailing.

Data were gathered from 298 college students in the USA using a self‐administered online survey.

Among four e‐shopping quality factors identified (privacy/security, web site content/functionality, customer service, and experiential/atmospheric), web site content/functionality and atmospheric/experiential quality have significant impact on e‐shopping satisfaction contributing to e‐shopping intention, while privacy/security and customer service have significant impact on e‐shopping intention but not on e‐shopping satisfaction. Furthermore, this study provides some support for the moderating roles that experiential e‐shopping motives plays in the e‐shopping quality – e‐shopping outcomes links.

This paper shows that experiential e‐shopping motives as an individual characteristic play a role in controlling the dynamics among e‐shopping quality, e‐shopping satisfaction, and e‐shopping intention. However, the data consisting of self‐reported measures from a single segment of online retail industry warrants caution in generalization in relation to common method bias.

This paper entails useful implications for internet‐ and multichannel retail marketers delivering apparel/fashion goods to better understand the online consumer response process and determine effective e‐store management strategies that reflect the differing customer evaluation processes.

This study extends and complements the e‐tail service literature by examining whether and how experiential e‐shopping motives moderate the relationships among e‐shopping quality dimensions, e‐shopping satisfaction, and e‐shopping intention.

This paper aims to verify the hypothetical relationships between antecedent and consequence variables of consumer's shopping experiences based on an experiential typology advocated by Schmitt.

First, the study takes a holistic view of shopping experiences by adopting three experiential components (sensory, affective, and rational) with a view to uncovering the roles of antecedent (shopping motives) and consequence (impulse buying) of shopping experiences. Specifically, the study seeks to affirm the effects of shopping motives on shopping experiences for three types of retail store (department store, discount store, and internet store) and two product types (perfume and detergent). Second, the study confirms whether store type and product type influence the kind of experience preferred by shoppers and verifies whether types of product and store moderate the relationship between shopping motives and shopping experiences. Thirdly, the study investigates the effects of shopping experiences on impulse buying, with special attention given to the role of store atmospherics.

The study found that shopping motives had significant effects on shopping experiences. Product‐based shopping motive exerted greater significant influence on shopping experiences than experience‐based motive. The result showed that product type (detergent) was a significant moderator between experience‐based shopping motive and sensory experience. And, both department store and discount store were found to significantly moderate between experience‐based motive and affective experience. It also found that affective shopping experience boosted impulse buying and rational experience decreased it significantly at department store. However, no consistent pattern of influence was detected for the effects of atmospherics on impulse buying when examined by store type.

The study results will offer important retailing implications which accommodate customers' experiential needs that are not only consumer‐centric, but also context specific. The study reflects the growing recognition of the role of sensory stimuli, as they were found to influence advertisement and brand effectiveness. Also, antecedents of experiential shopping in relation to its impact on impulse buying have not been fully explored in the past.

The research presented in this article aims to extend our understanding of the symbolic and experiential values of shopping through the investigation of consumers' grocery shopping and consumption experiences.

The research approach was based on the existential phenomenological interview; ten women living in the UK who were in paid employment outside the home at the time of the study, who were married (or living with their partner) and who had at least one child living at home participated in the study which explored their lived experiences of grocery shopping and consumption.

The findings reveal that consumers can construct various dimensions and levels of self/identity through their food shopping and consumption practices through their shopping experiences and in conjunction with various resources and support provided by retailers. Four key themes are identified and explored: “I am in control”; “I am me”; “I share and I love”; and “I belong”.

The present study is exploratory in nature; it identifies four key themes which appear significant and provides a starting point for further research.

This paper explores the ways in which shopping confirms consumers' personal identity, social position and social identity and contributes to the literature in two ways: the research extends our understanding of the experiential values of shopping by extending the domain of enquiry from consumers' experiences in‐store to the actual consumption phase and consumers' self identity is investigated through the exploration of individual consumers' lived shopping and consumption experiences from an holistic perspective.

Customer's experiential value is influenced by external as well as internal factors. This study was an effort to explore the impacts of two relevant internal factors (lifestyle and involvement) and one important external factor (atmospherics) on experiential value. Further, it investigates the influence of experiential value on two pertinent outcomes (customer satisfaction and positive word of mouth).

A survey-based questionnaire was used to collect the data (n = 354) from fashion retail shoppers in NCR region in India and was analysed using structural equation modelling.

The results revealed that positive influence of atmospherics, involvement and lifestyle on experiential value dimensions. Subsequently, the study showed experiential value influences customer satisfaction, which further leads to positive word of mouth.

The study was carried out in fashion retail stores in National Capital Region in India. Therefore, further investigation is required for generalising the results. Theoretical and managerial contributions of the study are further discussed in the paper.

Arguably, this paper is an initial attempt to explore the antecedents and consequences of experiential value in the context of fashion retailing.

The purpose of this paper is to explore the roles of telepresence and fantasy in an online apparel shopping experience. Online apparel consumers undergo a virtual product experience (telepresence) that simulates the product experience in a brick‐and‐mortar store. Fantasy entails the pleasurable mental imagery involving product use.

A total of 86 female university students completed a survey after browsing a stimulus web site in a laboratory setting. Path analysis was used to identify hypothesized relationships between telepresence, fantasy, shopping enjoyment, willingness to purchase, and willingness to patronize the online retailer.

Results showed that telepresence influenced consumer fantasy and both telepresence and consumer fantasy led to shopping enjoyment (experiential value). Telepresence, fantasy, and shopping enjoyment directly contributed to willingness to purchase from the online retailer, whereas telepresence, fantasy and shopping enjoyment contributed indirectly to willingness to patronize the online retailer.

The study used a sample of female university students in the USA. This limits its generalizability to all consumers. It also examined one web site feature; other features may produce different effects.

Findings suggest that business practitioners implement features on their web sites to yield telepresence and fantasy, which may enhance purchase and patronage responses towards their site.

This study enhances understanding of two variables requiring further study, telepresence and fantasy, in online apparel shopping experience.

Despite the increasing relevance of seamless shopping experience in an omnichannel context, research on how seamless shopping experience affects customers’ word of mouth on social media (sWOM) remains scant. Based on the attribution theory, this study aims to investigate the effects of seamless shopping experience types on customers’ sWOM intentions from the perspective of smart-shopping feelings and validated the moderation role of shopping orientation.

Using a data set of 301 omnichannel customers, three scenario-based experiments were conducted to address the research questions.

An efficient and interconnected experience is more likely to positively affect sWOM intentions than an inefficient but interconnected experience. Furthermore, smart-shopping feelings were found to have a significant mediating effect. For experiential-oriented shoppers, the positive relationship between an efficient and interconnected experience, smart-shopping feelings and sWOM intentions was significantly strengthened.

This research contributes to the sWOM and omnichannel service experience literature by investigating the influences of seamless shopping experience types on customers’ sWOM intentions. This research also provides recommendations for designing and delivering a superior, seamless shopping experience for omnichannel shoppers.

The purpose of this study is to examine the role of artistic elements in a shopping mall’s experiential marketing strategy and the effects of artistic elements on customer shopping value (e.g. utilitarian, hedonic and symbolic) and shopper response (e.g. satisfaction, behavioural intention).

Data were collected from 300 shoppers in a shopping mall in Bangkok, Thailand. A partial least square-structural equation model was used to examine the impact of the artistic elements along with other elements in the shopping mall on shopper response through perceived shopping value.

Empirical evidence shows that artistic elements in an artified mall have a positive effect on customer hedonic and symbolic value, which in turn leads to positive shopper response. Artistic elements perform better than other elements in predicting symbolic value.

The findings suggest that artistic elements should be considered a new source of mall differentiation and customer experience enhancement. Unique artistic elements add emotional and symbolic appeal to the mall, and mall managers should carefully choose artistic content that matches the position and target shoppers of their mall.

This paper proposed and empirically examined the effect of artistic elements as the new fourth atmospheric element. It extends the art infusion theory by applying it to the “non-luxury” shopping mall context to demonstrate the spillover effect of art on shopping value, which further influence shopper response.

The study explores the influence of shopping channels on the hedonic shopping experience, contributing to subjective well-being (SWB) based on the purchased branded product. It also assesses the variations in these effects according to brand luxury. The purpose of the paper is to provide strategic suggestions for building luxury apparel distribution tactics that balance maintaining brand luxury with business growth through both physical stores and digital stores (e-retail).

Based on 418 samples collected in Japan, consumers' perceptions of hedonic shopping value and SWB are examined according to two channel factors, such as physical retail vs e-retail and mono-brand stores vs multi-brand stores. Additionally, the moderation effects of brand luxury are discussed.

Multi-group path analyses reveal that physical mono-brand stores contribute to hedonic shopping value. In addition, this experiential value is found to increase SWB, especially when the brand luxury level is high.

These findings suggest that managers should place a high level of importance on consumers' shopping experiences via physical direct retail especially in the case of a higher luxury level, even in today's highly developed digital environment.

The current study uniquely discusses the effects of shopping channels and experiences on SWB based on an acquired branded product, i.e., an evaluation of the outcome of shopping behavior and product acquisition. The study also reinforces the importance of physical stores suggested in previous luxury research.

The purpose of this paper is to review the academic literature on the experiential value to appreciate the developments in the area in the last decade; propose a conceptual framework delineating the determinants and outcomes of experiential value and provide future research directions based on the insights.

A range of online databases were searched to review and select the papers related to experiential value. The full text of each of the papers was taken as a unit of analysis. The classification and coding of all the selected papers was performed manually by two independent researchers.

The analysis led to the classification of the experiential value literature broadly into five categories, i.e. conceptualization, measurement, antecedents, outcomes and applications. The findings indicated that the experiential value delineates across cultures, store formats, channels and product categories. The proposed framework depicting antecedents and outcomes could form a basis for future studies. The study unveiled several other useful findings as discussed in the paper.

The findings may be generalized only to the selected online databases for the given time period in the experiential value domain. The study identified several potential avenues for future research.

The present study may help the academicians and practitioners to comprehend the current state of literature. The bibliography may be considered as a ready reference for contemplating future research in the area.

The extant literature revealed that no study so far has captured a literature review in the area of experiential value. Thus, this could be seen as a unique and significant contribution to the literature.