nep-mkt New Economics Papers
on Marketing
Issue of 2021‒05‒31
one paper chosen by
Marco Novarese
Università del Piemonte Orientale

  1. Remembering shopping experiences: The Shopping Experience Memory Scale By Michael Flacandji; Nina Krey

  1. By: Michael Flacandji (IRGO - Institut de Recherche en Gestion des Organisations - Université Montesquieu - Bordeaux 4 - Institut d'Administration des Entreprises (IAE) - Bordeaux); Nina Krey (Rowan University)
    Abstract: Companies strive to enhance customer experiences and to foster positive consumer behaviors. While there is extensive literature on how to create enjoyable and conducive customer experiences, limited research focuses on memories associated with shopping experiences. However, the decision to repeat an experience is based more on the memory of that experience than on the actual experience itself. The current research draws on a series of qualitative and quantitative studies to develop and to validate the four-dimensional Shopping Experience Memory Scale (SEMS). Findings suggest that the scale's four dimensions – attraction, structure, affect, and social – are reliable and consistent across different consumption environments (in-store, mall, and online) and across different time intervals. SEMS reflects nuances of memory and of experience constructs forming the basis of theoretical and practical contributions in the ability to assess the progression of memory associated with shopping experiences over time.
    Keywords: Scale development,Customer experience,Shopping Experience Memory Scale (SEMS),Memory of shopping experience,Shopping experience
    Date: 2020

This nep-mkt issue is ©2021 by Marco Novarese. It is provided as is without any express or implied warranty. It may be freely redistributed in whole or in part for any purpose. If distributed in part, please include this notice.
General information on the NEP project can be found at For comments please write to the director of NEP, Marco Novarese at <>. Put “NEP” in the subject, otherwise your mail may be rejected.
NEP’s infrastructure is sponsored by the School of Economics and Finance of Massey University in New Zealand.