000109335 001__ 109335
000109335 005__ 20231219145818.0
000109335 0247_ $$2doi$$a10.1108/IJRDM-03-2020-0117
000109335 0248_ $$2sideral$$a122546
000109335 037__ $$aART-2021-122546
000109335 041__ $$aeng
000109335 100__ $$0(orcid)0000-0002-8798-3294$$aLucia-Palacios, L.$$uUniversidad de Zaragoza
000109335 245__ $$aAntecedents and consequences of stress in retailing: environmental expectations and promoter scoring
000109335 260__ $$c2021
000109335 5060_ $$aAccess copy available to the general public$$fUnrestricted
000109335 5203_ $$aPurpose: 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.
000109335 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/S54-17R-GENERES Group$$9info:eu-repo/grantAgreement/ES/MINECO/ECO2014-54760$$9info:eu-repo/grantAgreement/ES/MINECO/ECO2017-83993-P
000109335 540__ $$9info:eu-repo/semantics/openAccess$$aAll rights reserved$$uhttp://www.europeana.eu/rights/rr-f/
000109335 590__ $$a4.743$$b2021
000109335 591__ $$aMANAGEMENT$$b109 / 228 = 0.478$$c2021$$dQ2$$eT2
000109335 591__ $$aBUSINESS$$b82 / 154 = 0.532$$c2021$$dQ3$$eT2
000109335 594__ $$a6.1$$b2021
000109335 592__ $$a0.964$$b2021
000109335 593__ $$aTourism, Leisure and Hospitality Management$$c2021$$dQ1
000109335 593__ $$aBusiness and International Management$$c2021$$dQ1
000109335 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000109335 700__ $$0(orcid)0000-0001-6441-2504$$aPérez-López, R.$$uUniversidad de Zaragoza
000109335 700__ $$0(orcid)0000-0002-3119-5838$$aPolo-Redondo, Y.$$uUniversidad de Zaragoza
000109335 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000109335 773__ $$g49, 5 (2021), 616-635$$pInt. j. retail distrib. manag.$$tInternational journal of retail & distribution management$$x0959-0552
000109335 8564_ $$s202399$$uhttps://zaguan.unizar.es/record/109335/files/texto_completo.pdf$$yPostprint
000109335 8564_ $$s2325558$$uhttps://zaguan.unizar.es/record/109335/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000109335 909CO $$ooai:zaguan.unizar.es:109335$$particulos$$pdriver
000109335 951__ $$a2023-12-19-14:45:09
000109335 980__ $$aARTICLE