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The effect of salespersons’ retail service quality and consumers’ mood on impulse buying
Chanthika Pornpitakpan1; Yizhou Yuan2; Jie Hui Han3
2017
Source PublicationAUSTRALASIAN MARKETING JOURNAL
ISSN1441-3582
Volume25Issue:1Pages:2-11
Abstract

This study uses an experiment with 102 Singaporean working adults to examine the effects of salespersons’ retail service quality (SRSQ) and consumers’ mood on impulse buying (IB) and store-revisit intentions. The results show that consumers receiving good SRSQ exhibit greater IB and store-revisit intentions than do those receiving poor SRSQ, and consumers in a positive mood show greater IB than do those in a negative mood. Mood fully mediates the effect of SRSQ on IB in terms of purchase quantity and partially/ complementarily mediates the effect of SRSQ on IB in terms of purchase intentions and store-revisit intentions. This research offers insights into the affective and cognitive mechanisms of IB and storerevisit intentions in a specific retail context. The findings help retailers facilitate purchase behavior and improve customer satisfaction in services. Ethical consumption policies and practices could also incorporate the IB mechanism reported in this study. Future research opportunities are discussed.
 

KeywordImpulse Buying Salesperson’s Retail Service Quality Mood Mediation Test Purchase Intentions Store-revisit Intentions
DOIhttps://doi.org/10.1016/j.ausmj.2016.12.003
Language英语
WOS Research AreaBusiness & Economics
WOS SubjectBusiness
WOS IDWOS:000399002300002
PublisherELSEVIER SCIENCE BV, PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
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Citation statistics
Cited Times [WOS]:6   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding AuthorChanthika Pornpitakpan
Affiliation1.Faculty of Business Administration, University of Macau, Taipa, Macau, China
2.School of Economics and Finance, Xi’an International Studies University, Xi’an, China
3.Maritime and Port Authority of Singapore, Singapore
First Author AffilicationFaculty of Business Administration
Corresponding Author AffilicationFaculty of Business Administration
Recommended Citation
GB/T 7714
Chanthika Pornpitakpan,Yizhou Yuan,Jie Hui Han. The effect of salespersons’ retail service quality and consumers’ mood on impulse buying[J]. AUSTRALASIAN MARKETING JOURNAL,2017,25(1):2-11.
APA Chanthika Pornpitakpan,Yizhou Yuan,&Jie Hui Han.(2017).The effect of salespersons’ retail service quality and consumers’ mood on impulse buying.AUSTRALASIAN MARKETING JOURNAL,25(1),2-11.
MLA Chanthika Pornpitakpan,et al."The effect of salespersons’ retail service quality and consumers’ mood on impulse buying".AUSTRALASIAN MARKETING JOURNAL 25.1(2017):2-11.
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