| 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 |
| URL: |
https://d.repec.org/n?u=RePEc:hal:journl:hal-03219821 |