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Researchers have hypothesized that products located at the decompression zone of a store (the entrance area where customers adjust to the retail environment) do not influence sales of these particular products, because customers do not register things that are too close to store entrances. The purpose of this paper is to examine the validity of such a decompression zone account in actual field settings, and hence investigate whether or not placing products at the store entrance would increase customers’ likelihood to purchase these products.

Two field studies with a total sample of 715 customers were conducted, in which the entrance area of a home goods store was manipulated using a two-group quasi-experimental design. In Study 1, customers were (vs were not) exposed to candles and candle holders at the store entrance. In Study 2, an employee greeted customers at the store entrance with (vs without) the store’s products nearby.

Study 1 found that customers who were (vs were not) exposed to candles and candle holders at the store entrance purchased a significantly larger number of both these products. Study 2 replicated and generalized these findings. Although customers in the employee + products condition spent less money than customers in the employee-alone condition, the former group still purchased a significantly larger number of candles and candle holders. These findings go directly against a decompression zone account, but are consistent with research on exposure effects.

This paper is the first to empirically examine the validity of the decompression zone account in real retail settings. The paper also fills a more general gap in the store atmospherics literature, as only a very limited number of studies have dealt with the external parts of the retail environment, such as the store entrance area.

The purpose of this paper is to empirically investigate the role of the placement (i.e. location) of humanoid service robots (HSRs) for entertainment applications in retailing by inspecting a multitude of performance metrics along the point-of-sale conversion funnel.

The study was conducted using unobtrusive observations at a Belgian chocolate store. In total, 42 h of video observation material was collected and analyzed, with an even spread over three conditions: (1) an HSR placed outside, (2) an HSR inside the store and (3) a control condition (no robot stimuli). All passersby and their interactions with the robot and the store were systematically coded and compared.

The study found that the better placement of HSRs (inside or outside the store) is contingent on the goals the retailer prioritizes. When the goal is to create awareness and interest toward the store, the HSR should be placed outside, as it has double the stopping power. To induce consumers to enter the store, placement of the HSR inside the store is the better option. Ultimately, however, in terms of the number of transactions and total amount spent, outside placement of the HSR outperforms inside placement.

This study was not able to verify the internal emotional/cognitive state of the passersby, as the method relied on unobtrusive camera observations. A longitudinal research design would be desirable to exclude potential bias due to the novelty effect.

While research on robots in retail services is emerging, this study is the first to provide insights on how retailers can decide on the placement of robots inside or outside the store, depending on the particular goals they are aiming to reach at the point of purchase.

Consumer behavior is the behavior of people – at home, in the store, on the street – just about everywhere people are thinking about, purchasing, using and being satisfied or dissatisfied with their products. Consumer researchers have captured the experiences and perceptions of such real people in the study of decision processes, feelings, and reactions as individuals and as part of families and other groups. Some of those everyday shoppers, however, may be challenged by disabilities, affecting the products which are purchased and where these purchases take place. The study of consumer behavior can be further enriched by developing a program for conceptual evaluation and actual research focussing on the special and everyday needs of such challenged shoppers. Such a perspective leads to the possibility for uncovering product, advertising, and retail opportunities which better meet the needs and wants of such customers.

Current food consumption patterns contribute negatively to greenhouse gas (GHG) emissions and climate change. Positioned at the interface between producers and consumers, retailers have the potential to reduce this problem through informing their customers on the consequences of their actions. The purpose of this paper is to understand the variety of ways European retailers go about informing their customers on the linkage between food choice and climate change as well as which actions they advocate in-store to reduce the problem.

In-store walkthroughs lasting between 40 minutes and 1.5 hours were carried out at 30 grocery stores in five European countries to identify climate mitigating communications. The observations targeted any message produced and transmitted by the retailer where links between food and climate change were drawn.

The diversity in climate mitigating food communication we expected to find across Europe did not materialize. Only four out of the 30 retailers visited transmitted to their customers any information showing a direct link between food consumption and climate change. Indirectly, the authors found some retailers communicating food choices believed to lead to GHG reduction without linking them to climate change. Finally the authors found several retailers communicating what the authors argue are ambiguous messages to their customers where sustainability issues were confounded with climate ones. The dearth of climate mitigating food communications reveals the complexity in informing customers on such issues but also a possible lack of interest on the part of both parties.

This research contributes empirically to knowledge of how retailers communicate climate mitigating food consumption to consumers.

The purpose of this paper is to investigate the effect of employee-displayed smiling on customers’ affective states (pleasure, arousal, and dominance) and satisfaction. Building on the stimulus-organism-response framework and theories of emotional contagion and feelings-as-information, the main hypothesis was that a smiling (vs non-smiling) employee significantly increases customer satisfaction through the mediating influence of pleasure.

The study used a quasi-experimental two-group between-subjects design. A total of 210 customers at a large retail bank had a brief service encounter at the store entrance with a smiling (vs non-smiling) bank teller. Customers then went into the bank to do what they came to do. Before leaving the bank, customers completed a survey that included demographic information, affect (pleasure, arousal, and dominance), and measures of customer satisfaction.

A smiling (vs non-smiling) employee had a significant positive impact on customer satisfaction. This effect was mediated by pleasure, but also, to a weaker extent, by dominance. These results contradict previous claims that smiling-induced emotional contagion does not remain throughout the completion of a service encounter.

Managers should encourage, and potentially train, employees to act in ways associated with positive emotions. Managers could also hire employees based on how good they are at acting and expressing themselves in a genuinely positive manner and create a pleasant store atmosphere so that the feelings and behaviors displayed by frontline employees are genuine rather than inauthentic.

This is the first experimental field study to examine the isolated effect that employee-displayed smiling has on customers’ affective states and satisfaction. The results provide more direct evidence for the psychological processes justified by emotional contagion and feelings-as-information theories. Furthermore, the finding that dominance mediates the smiling-satisfaction link has never been shown before.

The aim of the paper is to demonstrate how programs of action and anti-programs, concepts developed by Bruno Latour, are of excellent value in interpreting current world developments through a study of the effects and responses to the COVID-19 pandemic.

The study was inspired by actor-network theory (ANT) and Bruno Latour's inclusion of nonhuman actors. In this case, I have studied how signs and other artifacts leave traces of anti-programs against the COVID-19 pandemic. Observations, in physical stores and online, are presented as the main empirical material used to identify traces of five anti-programs.

The five types of anti-programs identified were, namely (1) fighting the spread of the COVID-19 pandemic through prompts, (2) verbalizing responsibility, (3) creating a feeling of collectivity, (4) aspiring to heroism and (5) mobilizing support for continued business. The anti-programs were organized via a connection between human and nonhuman actors.

The study illustrates the usefulness of Latour's terminology in exploring contemporary sequences of events by means of using programs of action and anti-programs to study the case of retailers' responses to the COVID-19 pandemic. The study echoes ANT and Latour's ideas about including nonhuman actors in social studies. Moreover, the study demonstrates how these concepts can be productively introduced into studies of complex phenomena, by discussing the choice of viewpoint, how actors can be conjoined into one entity, the inclusion of nonobservable actors and the co-existence of an actor in both the program of action and the anti-programs.

Loyalty cards have become a popular strategy among retailers for collecting information about customer purchases and for offering “‘reward points” and other promotions. Many commentators have, however, been skeptical about the value of loyalty cars and, in particular, their ability to cultivate and promote the attitudes and behaviour associated with loyalty. This case study‐based article describes a new application of loyalty cards, which is being piloted in selected Sainsbury’s stores. Loyalty cards are swiped through a slot in a public access kiosk, located in store, to provide customer access to a range of selected benefits. These benefits include recipes, special reductions, information on videos, and other customer service options. The customer selects options by choosing from a simple touch screen. Special offer coupons or recipes are printed on small pieces of paper. Is this new application the basis for an enhanced role for loyalty cards? The article argues that this potential will only be realised if loyalty cards can become an integral part of the relationship with the customer, and cease to be no more than an “‘add‐on”.

IT may seem anomalous that, half‐way through a year during which the importance of productivity has been stressed from a thousand platforms, the first major conference on redundancy should be held. Yet the two themes are so closely interwoven that the Industrial Welfare Society, who organised it, showed commendable acumen in arranging for a wide‐ranging discussion on the country's wasted labour resources.

The purpose of this paper is to examine the construct of retail customer experience (CE) and its links to satisfaction and loyalty; and to test whether loyalty programmes perform a moderating effect on those links.

A variety of retail attributes are integrated to develop a holistic CE construct using formative measures, with four in-built, differentiated replication studies conducted in the supermarket and department store sectors in China.

The empirical results confirm the model of CE’s impact on customer satisfaction and loyalty; but reveal that loyalty programmes perform an insignificant moderating role in enhancing the linkages in the model.

Further studies may examine whether our findings hold true for each individual loyalty programme. The paper calls for more studies based on multiple, in-built, differentiated replication studies and measures to encourage publication of negative empirical results so as to ensure empirical generalization and self-correction in the literature.

Retail managers should focus attention on the design and delivery of great CE, without placing great reliance on loyalty programmes. Both cognitive and emotional attributes of retailing services should be considered for managing a holistic CE.

The paper examines a model of CE with loyalty programme as a possible moderator; it uses formative measures of CE, multiple in-built replications and reports negative empirical results, which are critical to the development of scientific progress in retail management research.

The aim of this research is to provide a new understanding of the concept of visibility in the realm of property research. Further, this study could propose a more accurate way of calculating retail unit rental price based on visibility. An accurate visibility quantification can influence rent negotiations between shopping mall management and potential tenants. This study can also assist shopping center management, shop owners and architects to have a better mechanism for determining the visibility value and the effect on the retail unit rental price.

The study uses data from 153 indoor retail stores in Jakarta and a sequential-transformative mixed method to answer an important question for modern retail management: How much would indoor store visibility affect rent? The authors developed a method to accurately measure an indoor retail store's object-based isovist – a visual field in which a number of observers can view the particular indoor store.

The study found that on average, each additional square meter person of visibility increases indoor retail rent price as much as IDR 40.74/sq m/month (USD 0.0027). Since visibility value is a variable with the greatest inter-store variation in this data set, the rent price difference between two stores with maximum and minimum visibility can reach IDR 100,904.62/sq m/month (USD 6.90). This finding is not just statistically but also financially significant since indoor inter-store retail rent price variation that can be directly attributed to visibility is about 38.4% of the average rent price in this data set.

Along with the rapid growth of e-commerce, numerous commercial properties are struggling to provide customers with a positive and distinct experience. Improving visibility can be a key spatial factor that will help shopping center designers, owners and management. The authors’ research can help shopping mall managers determine each store's optimum rent based on its visibility when negotiating with potential tenants.

The aim of this research is to provide a new understanding of the concept of appearance in the realm of property research. Further, this study could propose a more accurate way of calculating retail unit rental price according to the concept of visibility.