Retail Service Quality, Mood, and Impulse Buying

UM > Faculty of Business Administration > DEPARTMENT OF MANAGEMENT AND MARKETING

Status	已發表Published
	Retail Service Quality, Mood, and Impulse Buying
	Pornpitakpan, C.; Yuan, Y.; Han, J. H.
	2014-05-01
Source Publication	Proceedings of the 13th International Research Conference in Service Management: Marketing, Strategy, Economics, Operations & Humans Resources: Insights on Service Activities
Pages	12-null
Publication Place	La Londe les Maures, France
Publisher	Aix-Marseille Université
Abstract	This study investigates the effect of retail service quality and consumers’ mood on impulse buying and store-revisit intention and provides evidence that mood interacts with service quality. The experiment uses a 2 (retail service quality: poor vs. good) by 2 (consumers’ mood: negative vs. positive) between-subjects factorial design with 102 Singaporean working adults recruited from companies in Singapore. The results show that consumers who encounter good retail service from a salesperson exhibit higher impulse buying in terms of purchase intention than do those who encounter poor retail service, and those who are in a positive mood indicate higher impulse buying in terms of purchase intention than do those who are in a negative mood. The differential impact of good over poor service quality on impulse buying in terms of purchase quantity and store-revisit intention is greater when consumers are in a negative mood than when they are in a positive mood. Finally, the differential impact of a positive over a negative mood on impulse buying in terms of purchase quantity and store-revisit intention is greater when service quality is poor than when it is good.
Keyword	impulse buying store-revisit intention retail service quality mood Singapore
Language	英語English
The Source to Article	PB_Publication
PUB ID	12090
Document Type	Conference paper
Collection	DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding Author	Pornpitakpan, C.
Recommended Citation GB/T 7714	Pornpitakpan, C.,Yuan, Y.,Han, J. H.. Retail Service Quality, Mood, and Impulse Buying[C], La Londe les Maures, France:Aix-Marseille Université, 2014, 12-null.
APA	Pornpitakpan, C.., Yuan, Y.., & Han, J. H. (2014). Retail Service Quality, Mood, and Impulse Buying. Proceedings of the 13th International Research Conference in Service Management: Marketing, Strategy, Economics, Operations & Humans Resources: Insights on Service Activities, 12-null.

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