In‐store shopping hassles: Conceptualization and classification. (10th August 2020)

• Record Type: Journal Article
• Authors: Lee, Jaehoon; Ko, Guihan
• Is Part Of: International journal of consumer studies. Volume 45:Number 1(2021)
• Page Start: 119
• Page End: 130
• Publication Date: 2020-08-10
• Subjects: consumer experience -- retail environments -- service failure -- shopping hassle; Consumer education -- Periodicals; Home economics -- Periodicals; 339.486405
• DOI: 10.1111/ijcs.12607
• Languages: English
• ISSNs: 1470-6423

Abstract

Abstract: A positive shopping experience provides retailers with a competitive advantage. However, retail environments pose numerous hassles that may negatively affect consumer experiences. Integrating perspectives from attribution theory and expectation theory, we examine the concept of shopping hassle and how it differs from that of retail service failure. Furthermore, we utilize qualitative approaches to explore what shopping episodes consumers perceive as hassles. Conducting semi‐structured in‐depth interviews in Study 1, we develop a classification framework of in‐store shopping hassles. In Study 2, we use a critical incident technique approach to gain a further understanding of types of shopping hassle.